Eliminate unnecessary communication steps when routing to bots to make routing more efficient. Conversations now skip the pending service request process and move directly to an accepted state. Your users receive immediate responses because bots join conversations without waiting for synchronous confirmation.
Where: This change applies to Agentforce AI Agents and Enhanced Bots across Messaging, Service Email, Salesforce Voice, and Agentforce Contact Center.
How: This optimization is enabled by default. When routing to bots, Omni-Channel doesn't create a Pending Service Routing (PSR) record. Instead, it creates an AgentWork record directly in the Opened state. If you created any logic related to PSR when routing to bots, it's no longer functional.