Assign your sales prospecting bot’s incoming leads to sales reps automatically with a prospect queue. When a new Lead work item is assigned to the prospect queue, Omni-Channel attempts to route it to a sales rep using your routing configuration.
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 create or change queues: | Customize Application AND Manage Public List Views |
| To change queues created by other users: | Customize Application AND Manage Public List Views AND Manage Users |
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.
- From Setup, in the Quick Find box, enter Queues, select Queues, and then click New.
- For the Label field, enter Leads.
- Select the routing configuration that you created when you set up Omni-Channel for your bot.
- If you use divisions, select the queue’s default division.
- Add the Lead object to the queue.
- Add your sales reps as queue members. The members are assigned records from this queue. Members can be individuals, roles, public groups, territories, connections, or partner users. Guest users can’t be queue members.
- Save your changes.
- Create Assignment Rules for Your Sales Prospecting Bot’s Prospect Queue
Use lead assignment rules to add your sales prospecting bot’s leads to your prospect queue automatically.