---
schema_version: "1"
id: 89a0cfeccda500c59eb8c372aeb2d9a162290ce470f6860f44fd94793f23f765
title: Connect Your Users to AI Agents and Enhanced Bots Faster
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_omnichannel_connect_users_to_ai_agents_faster.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel_connect_users_to_ai_agents_faster.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: eec5cee6dbe42073549e7fb9d6a22cdcb82a67605e733ea62234c2d1433ddf67
description: 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.
products:
  - Cross Cloud
release: "262"
---
# Connect Your Users to AI Agents and Enhanced Bots Faster

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.

#### See Also

- [_Salesforce Help_: Optimized Routing for Agentforce Agents and Enhanced Bots](https://help.salesforce.com/s/articleView?id=service.omnichannel_optimized_routing_for_ai_agents.htm&language=en_US)