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Connect Your AI Agent to Customer Channels

Connect Agentforce Service agents to enhanced Messaging channels. If your bot is connected to enhanced Messaging channels, you can connect your agent to your bot’s channels and Omni-Channel flows. Before connecting your Agentforce Service Agent to channels, activate it.

Required Editions

Available in: Lightning Experience.
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions.
To use enhanced Messaging channels with AI agents, see required editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
To build and manage Agentforce Service agents:

Manage Agentforce Service Agents AND Manage AI Agents AND Agentforce Default Admin

OR

Customize Application

To connect your agent to new flows or channels, see Connect Service Agent to Customer Channels.

To connect your agent to your bot’s flows or channels:

  1. Update your bot’s inbound Omni-Channel flows. Or clone the flows and then update the clones. To find the name of your bot’s inbound flows, go to the Inbound Omni-Channel Flows section of the bot’s Overview page.
    1. From Setup, in the Quick Find box, enter Flows, and then select Flows.
    2. Select the inbound Omni-Channel flow. If you want to clone the flow, click Save As and then A New Flow.
    3. Edit the Route Work action.
    4. Under Set Input Values, from the Route To dropdown, select Agentforce Service Agent. Then, select your agent’s name. If Agentforce Service Agent or your agent’s name doesn’t appear, activate your agent, refresh Flow Builder, and try again.
  2. If you cloned an inbound Omni-Channel flow and want to use your bot’s enhanced Messaging channels, update the channel with the cloned flow. Otherwise, you don’t need to update your Messaging channels.
    1. On the Messaging Settings Setup page, select the Messaging channel.
    2. Edit the properties in the Routing section. Then, for the Flow Definition, select the cloned inbound Omni-Channel flow.
  3. Add your bot’s outbound Omni-Channel flow to your Agentforce Service agent. Or clone the flow and then add the clone. To find the name of your bot’s outbound Omni-Channel flow, go to the Outbound Omni-Channel Flow tile on the bot’s Overview page.
    1. From Setup, in the Quick Find box, enter Agents, and then select Agentforce Agents.
    2. Click the your agent’s name to open its Details page. Then, click Open in Builder.
    3. In Agentforce Builder, click the Connections tab. On the panel, if you see an option to turn on the updated connections experience, click Turn It On.
    4. On the Add Connections window, select the Messaging connection. Then, click Add to Agent.
    5. On the Connections panel, select the Messaging connection. In the Escalations section, from the Escalation Flow field, select the outbound flow that you created. If your flow doesn’t appear in the list, activate the flow and try again.

See Also