Embedded Client Communication Flows
Completed · DecisionHR
Built two HTML-rich email flows, 'Welcome Email' and '1st Call Scheduling', inside Salesforce. Each email pulls the correct client contact, date fields, and assigned specialist directly from Salesforce records, then presents a send option on a custom Lightning page so specialists can review and send without leaving the platform. Calendly was added so clients can book time directly without the long back-and-forth over availability.
The challenge
New client implementation specialists were manually writing emails and searching through Salesforce records for client contact details every time they sent a welcome or scheduling message. Coordinating availability took a lot of back-and-forth, so my boss and I decided to add Calendly for quick scheduling.
My role
Designed and built both email flows, the nested selection flow, and the Lightning page that hosts them.
Research & requirements
Shadowed the implementation process to see where specialists spent time, which fields they had to look up, and which emails they sent most often. We also mapped how scheduling was currently handled and where the delays were coming from.
The solution
Created two HTML-formatted email flows, 'Welcome Email' and '1st Call Scheduling', that pull the correct contact, date fields, and assigned specialist directly from Salesforce. A nested flow on the Lightning page lets the specialist pick which email to send, then auto-fills the client email address and other dynamic content so the message is ready to review and send inside Salesforce. Calendly was added so clients can book time directly without the long back-and-forth over availability.
Technical approach
- Screen Flows with record lookups across Salesforce data relationships to auto-fill the correct client contact and specialist assignment
- HTML email bodies with dynamic content for date fields, specialist names, and client-specific details
- Nested selection flow on the Lightning page offering a choice between Welcome Email and 1st Call Scheduling
- Lightning App Builder page bringing the send experience into the same place specialists already work
- Calendly integration so clients can schedule directly without the long back-and-forth over availability
- Review-before-send step keeping a human in control of every message
Tools used
- Salesforce Flow
- Screen Flows
- Lightning App Builder
- HTML email formatting
- Calendly
Business impact
Specialists could send accurate, personalized welcome and scheduling emails without leaving Salesforce or manually looking up contact information. Internal details are confidential.
What I learned
Designing for the person clicking through the flow matters as much as the logic behind it. Fewer screens and clearer labels drove adoption.