---
schema_version: "1"
id: fb30403ce183c58be92ca497b61718f7b4ac8579c5d3e06c8f33b5be66e2395c
title: Connect Your AI Agent to Customer Channels
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/bots_service_asa_connect_channels.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.bots_service_asa_connect_channels.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 634665ce3674b9744ca8139876bb0ca5def34c197f2183f7370f33ef57904d14
description: 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.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# 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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Foundations or Agentforce 1 Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To use enhanced Messaging channels with AI agents, <a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;language=en_US" target="_blank">see required editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d27788e84">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d27788e84 ">To build and manage Einstein Bots:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d27788e84 ">
              <p>Customize Application</p>
              <p>OR</p>
              <p>Modify Metadata</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Manage Bots</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d27788e84 ">To build and manage Agentforce Service agents:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d27788e84 ">
              <p>Manage Agentforce Service Agents AND Manage AI Agents AND Agentforce Default
                Admin</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Customize Application</p>
            </td>

          </tr>
        </tbody>
      </table>

To connect your agent to new flows or channels, see [Connect Service Agent to Customer Channels](https://help.salesforce.com/s/articleView?id=service.agent_setup_channels.htm&type=5&language=en_US).

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

- [Upgrading from Standard to Enhanced Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&language=en_US)
- [Migrate from Chat to Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_migrate_2.htm&language=en_US)