---
schema_version: "1"
id: b0a827c2c402021bbb9b896eecce5698a4f2c337f0c12fb9ba53e1ecaf150b7e
title: Create Channel-Object Linking Rules with a Guided Setup Flow (Beta)
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/channel_object_linking_setup_flow.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.channel_object_linking_setup_flow.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f50b99de9c53bb74982f173dd4009b1104377cf091a1d42090dc8c554631449e
description: Add channel-object linking rules to your org with a quick guided setup flow.
products:
  - Service Cloud
release: "264"
---
# Create Channel-Object Linking Rules with a Guided Setup Flow (Beta)

Add channel-object linking rules to your org with a quick guided setup flow.

### 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;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png)

Important Check out [Individual-Object Linking](https://help.salesforce.com/s/articleView?id=service.support_individual_object_linking_intro.htm&type=5&language=en_US) for a modernized, flexible solution. Individual-Object Linking associates lead, contact, employee, and person account records to voice calls, cases from Email-to-Case, and messaging sessions in all channels.

## Where to Access the Setup Flow

This flow is available from Service Setup in Lightning Experience. You can get to Service Setup by clicking gear icon and selecting **Service Setup**. Service Setup isn't available in orgs created in Spring '26 or later.

From Service Setup, enter Channel-Object in the Quick Find box, and select **Channel-Object Linking**. From the Channel-Object Linking setup page, click **New Linking Rule**.

![New linking rule](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/object_linking/service_channel_object_linking_new_rule.png)

## What Does This Flow Do?

With this flow, you can create rules to link channel interactions to objects such as contacts. After you select the channel type (for example, Facebook Messenger) and the object type to link to (for example, Contact), then you can define the linking logic. The logic is different depending on how many matches are found.

![Set the linking logic](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/object_linking/service_channel_object_linking_flow_logic.png)

If no match is found, you can either have the rule automatically create and link a record, or prompt the service rep to search for or create a record.

If a single matching record is found, you can either have the rule automatically link the record, or prompt the service rep to pick the suggested record, search for a record, or create a record.

If there are multiple matches, the system always prompts the service rep to pick from a list of suggested records, search for a record, or create a record.

Matches are determined on a channel-by-channel basis with the following information.

 
| Channel Type | Information Used to Match |
| --- | --- |
| Facebook Messenger | User Name |
| Phone | Phone Number |
| Text (SMS) | Phone Number |

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note Channel-object linking and match callers to End User records don’t work together. You can only use one or the other.