---
schema_version: "1"
id: ac96139768b60a99dab2781bb5c962199c6b264428bd612dac6c47bb8a687a51
title: Connect a Service Agent to Enhanced Messaging Channels
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/service_agent_messaging.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.service_agent_messaging.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: cbf0bd2764fd282990bd9c21c7166dffe18eef0c831ebe803dd02a515f3fa0ef
description: Route conversations to a service agent with enhanced messaging channels, including Bring Your Own Channel (BYOC).
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Connect a Service Agent to Enhanced Messaging Channels

Route conversations to a service agent with enhanced messaging channels, including Bring Your Own Channel (BYOC).

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
        <colgroup>
          <col>
        </colgroup>
        <tbody>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and
              <strong>Developer</strong> Editions. <a href="https://help.salesforce.com/s/articleView?id=ai.agent_setup_explore_types.htm&amp;release=264.0.0&amp;type=5" title="Learn about agent types and default templates for specific clouds and common use cases.">Required
                add-on licenses vary by agent type.</a>
            </td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/resources-global/_corporate/images/checkmark.png" alt="Check mark"></span>This article applies to: Agentforce Service agents</p>
              <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/resources-global/_corporate/images/crossmark.png" alt="Cross mark"></span>This article doesn't apply to: Agentforce Employee agents</p>
              <p style="margin-bottom:0;">To learn about channel support for other agent types, see the documentation for
                that type.</p>
            </td>

          </tr>
        </tbody>
      </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d25116e101">User Permissions Needed</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d25116e104">&nbsp;</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d25116e101 ">To build and manage Service Agents:</td>

            <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d25116e104 ">
              <p>Manage Agentforce Service Agents AND Manage AI Agents</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Customize Application</p>
            </td>

          </tr>
        </tbody>
      </table>

![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_warning.png)

Warning Ensure that the routing procedures don’t simultaneously route conversations to a service rep and an AI agent. For more information, see [_Knowledge Article_: Messaging Session Stuck in Waiting or Inactive Status When a Bot and an Agent Are Engaged](https://www.google.com/url?q=https://help.salesforce.com/s/articleView?id%3D004518025%26type%3D1%26language%3Den_US&sa=D&source=docs&ust=1741369183913264&usg=AOvVaw2NlhM_DYxhX715qEmS7vCn&language=en_US).

For detailed instructions on creating Omni-Channel flows for enhanced messaging channels other than Enhanced Chat channels, see [Route Service Cloud Messaging Sessions with Omni-Channel Flows](https://help.salesforce.com/s/articleView?id=service.messaging_routing_flows.htm&language=en_US&type=5).

1. [Add the Messaging connection](https://help.salesforce.com/s/articleView?id=ai.agent_connections_set_up.htm&release=264.0.0&type=5 "To get started with deploying your agent to channels, add connections to it. Each connection includes behind-the-scenes instructions that help an agent reason and respond for one or more channels. Each connection contains adaptive response formats that help your agent structure responses and deliver multimedia content, such as images, buttons, links, and videos. You can find adaptive response formats and other settings, including the Omni-Channel flows that route conversations to and from an agent, in your connection settings.") to your agent.
2. [Create an inbound Omni-Channel flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&type=5&language=en_US) from scratch that routes messages to your agent. For the Route Work action in your inbound Omni-Channel flow, enter these field values.
    
    - Record ID: The recordID variable that you created.
    - Service Channel: Messaging
    - Route To: Select the Agentforce Service Agent type, and then select your agent's name. If your agent type and name don’t appear, activate your agent, refresh Flow Builder, and try again.
    - A messaging queue. When your inbound Omni-Channel flow can't route conversations to your agent, it sends the conversation to this queue.
3. Add your inbound flow to a messaging channel, and then activate the channel. You can connect your agent to multiple inbound channels, but an inbound channel can be connected to only one agent.
4. Open your agent in Agentforce Builder. Save and commit your agent and then select the Messaging connection. Confirm that your inbound Omni-Channel flow appears in the Inbound Routing section of the canvas. If a flow doesn’t appear, activate the flow and refresh the builder.
5. Open your agent in the legacy Agentforce Builder. On the Connections panel, confirm that your inbound Omni-Channel flow appears in the Inbound Routing section of the Messaging connection. If a flow doesn’t appear, activate the flow and refresh the builder.

Agents connected to a messaging channel use the Escalation subagent and an outbound Omni-Channel flow to transfer conversations. After you've set up inbound routing for your agent, [set up outbound routing](https://help.salesforce.com/s/articleView?id=ai.service_agent_escalation.htm&release=264.0.0&type=5 "When an agent encounters conversations that it can’t resolve, it uses the Escalation subagent to escalate the conversation. In the new Agentforce Builder, you can also run the Escalation subagent using the escalate utility function in Agent Script. Escalation and transferring works differently depending on the agent type and channel. You can customize the experience that customers receive when transferring isn’t possible.").

#### See Also

- [_Trailhead_: Quick Start: Build a Service Agent with Agentforce](https://trailhead.salesforce.com/content/learn/projects/quick-start-build-your-first-agent-with-agentforce)
- [_Agentforce Workshop_: Get Hands On with Service Agents](https://developer.salesforce.com/agentforce-workshop/service-agents/overview)