Set up Omni-Channel so your sales prospecting bot can intercept leads and pass them to your sales reps in real time. That way, your reps can assist your leads more effectively and close sales faster
Required Editions
| Available in: Lightning Experience |
| Available with Sales Engagement, which is included with Sales in Performance, Einstein 1, and Unlimited Editions, and available for an extra cost in Professional and Enterprise Editions. Sales Engagement is also available for an extra cost in Service and Lightning Platform. |
| User Permissions Needed | |
|---|---|
| To set up Omni-Channel: | Customize Application |
Note The Prospecting Bot is in maintenance mode.
Existing bots continue to be supported. However, no new features or enhancements will be
added. Looking for information about Agentforce Prospecting instead? We recommend using that
agent when implementing AI for your prospecting needs. See Learn About Agentforce Prospecting to get
started.
With Omni-Channel, leads are automatically routed or “pushed” to sales reps assigned to the associated queue. After you create a service channel, routing configuration, presence statuses, and a presence configuration, you associate them with a queue that contains sales prospects.
- Create a Service Channel for Your Sales Prospecting Bot
Set up a service channel for your sales prospecting bot that turns your incoming prospects into Lead work records. That way, Omni-Channel can route your bot’s leads to sales reps. - Create a Routing Configuration for Your Sales Prospecting Bot
Routing configurations let you determine how work items are routed to your reps. Create a routing configuration for your sales prospecting bot that prioritizes the relative importance and size of leads That way, leads are handled accordingly, and work is evenly distributed to your sales reps. - Create a Presence Status for Your Sales Prospecting Bot
Presence statuses indicate if a sales rep is online and available to receive prospects. Create a presence status for your sales prospecting bot that includes your service channel. That way, reps that are assigned to this presence status can receive your bot’s incoming leads. - Create a Presence Configuration for Your Sales Prospecting Bot
Use a presence configuration to limit how much work a sales rep can take on. That way, incoming leads from your sales prospecting bot’s are evenly distributed to your reps. You can set up multiple configurations for different groups of reps.