Example 1: Onboarding a User to Relay

Example 1 Goals

Whenever a Person Account is created or updated perform the following:

• Check a field to see if the account has already been onboarded to Relay

  • If no, then call the Relay onboarding action, with a welcome trigger

  • If yes, then call the Relay onboarding action, without a message trigger, to update the user profile in Relay

NOTE

Using an asynchronous path is always a good idea when integrating with Relay. This ensures all of your primary business logic is executed as fast as possible and prevents any issues in the Relay flow from effecting your records from being inserted or updated.

Assumptions

• The user’s data is stored in a Person Account record

• The Person Account ID field will be used for the Relay CCID.

• We have created a custom checkbox field, HasBeenOnboardedToRelay__c, on the person account. This field is used to determine if the user has already been onboarded to Relay.

• A Relay Welcome experience will be triggered for new users only.

Flow Resources

Flow

Flow Logic

(1) Configure the Start Element

• Create a Record-Triggered Flow on the Account record

• Set Configure Trigger as a record is created or updated

• Set any specific Entry Conditions. For this example we have included the following conditions:

  • Ensure the SMS TCPA consent value is not Stop. For this example consent is stored in the custom RelayConsent__c field.

  • Ensure the PersonMobilePhone field is not null.

  • Enable the Run Asynchronously path

(2) Populate the Onboarding Request Resource

• Add an Assignment element to populate our OnboardingRequest resource

• Set the values for the OnboardingRequest resource as follows:

  • {!OnboardingRequest.ccid} → {!$Record.RelayCCID__c}

  • {!OnboardingRequest.mobilePhone} → {!$Record.PersonMobilePhone}

  • {!OnboardingRequest.consent} → {!$Record.RelayConsent__c}

  • {!OnboardingRequest.firstName} → {!$Record.FirstName}

  • We leave the Trigger ID field empty. If this is a new user, then the Trigger ID will be populated in the decision branch.

(3) Populate the ext_ field data

We will be adding a custom ext_ field to the Relay onboarding request. This ext_ field will contain the name of the agent assigned to the Person Account and will be added to the user record in the Relay platform.

• Add and Assignment element

• {!ext_AgentName.inputName} → Agent Name

• {!ext_AgentName.inputValue} → {!$Record.AgentName__c}

(4) Add the ext_ Resource to the Collection

Ext resources are passed to the Relay Onboarding Action as a collection. Therefore, for each ext_ field/value pair we want to send to Relay, we have to add it to a collection.

• Add and an Assignment element

• Add the ext_AgentName (populated in step 3). resource to the collection of ext_ values CollectionExtValues.

(5) Check if the User has Already Been Onboarded

• Add a Decision element

• Check the custom HasBeenOnboardedToRelay__c field to see if the user has already been onboarded to Relay.

If this user has not been onboarded to Relay, then the No branch will add a Welcome trigger to the onboarding request. If the user was previously onboarded, then the Trigger ID will remain blank and we will only be updating the user’s information in Relay.

(6) No Outcome - Add Welcome Trigger Id

If the user has not been previously onboarded to Relay, we add a welcome trigger ID to the onboarding request. In this example the Relay trigger ID we are using is: Welcome.

• Add an Assignment element

• Set {!OnboardingRequest.triggerId} → Equals → Welcome

(7) Onboard User to Relay

Leverage the Relay Onboard Customer flow action to callout to Relay and onboard the user.

• Add the Relay Onboard Customer action element

• Set the Deactivate Previous Connections value to {!$GlobalConstant.True}

• Set the Single Request value to the OnboardingRequest resource we populated in step (2)

• Set the Ext Data input value to {!CollectionExtFields} resource

• Set the Onboard Synchronously value to {!$GlobalConstant.True}. This is required in order to check the status of the onboarding request within the flow (step 8 below).

• Leave the Send via Future off. The flow is already running in a Future by way of the asynchronous path.

(8) Check the Onboarding Callout Status

When integrating to external systems with callouts, it is always a good practice to check the return status code to ensure the callout was successful. For the Relay Onboard Customer action as responseCode of 200 or 204 means success. If you receive a 202 response code, then your did not property set the input value for the Onboard Synchronously property.

• Add a Decision element

• Set the Condition Requirements to Execute Outcome to Any Condition is Met (OR)

• Add the following conditions:

  • {!Onboard_to_Relay.responseCode} → Equals →  200

  • {!Onboard_to_Relay.responseCode} → Equals →  204

If there was an error during the onboarding action, you can add any action as required by your business process. Some examples are:

• Sending an Email Alert

• Sending a Slack Message

• Writing the error to another object