---
schema_version: "1"
id: b8ed38535a6fe5d663d2ff36182e881b5c350a9b9b74da4302afef24891a20ee
title: Configure Omni-Channel Routing
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/configure_omni_channel_routing.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.configure_omni_channel_routing.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 1622e1591489335b741259bf36ccd64938843b8b8d5d202acb4e0ffa79aa5fe4
description: Build an Omni-Flow to save pre-chat data to the Messaging Session and route proactive service requests to the Agentforce Service agent.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Configure Omni-Channel Routing

Build an Omni-Flow to save pre-chat data to the Messaging Session and route proactive service requests to the Agentforce Service agent.

### 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: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">additional add-on licenses</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">LWR</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&amp;language=en_US&amp;type=5" target="_blank">Aura</a></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Enhanced Chat with the Einstein for Service, Einstein Platform, Community, Community Plus, or Agentforce for Service add-on</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <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="d30681e85">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d30681e85 ">To open, edit, create, activate or deactivate a flow using all flow types, elements,
              and features available in Flow Builder, including Einstein for Flow:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d30681e85 ">Manage Flow</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d30681e85 ">To set up Omni-Channel Flow and Enhanced Chat:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d30681e85 ">Customize Application</td>

          </tr>
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      </table>

Before you begin, you must have an Omni-Channel flow that already handles pre-chat data. Learn more in [Map Pre-Chat Values in Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=service.miaw_map_messaging_2.htm&language=en_US&type=5).

Omni-Channel routing makes sure that proactive chat requests reach the Agentforce Service Agent rather than a human agent. Before the system directs the request to an agent, the flow uses an Update Records element to save the pre-chat input variables to the Messaging Session object. This process allows the agent to access campaign details and prompt instructions even if a session ends and a new one starts within the same conversation.

1. From Setup, in the Quick Find box, enter Flows, and select **Flows**.
2. Select **New Flow** and select **Omni-Channel Flow**.
3. Use a **Get Records** element to find the current messaging session using the recordId input.
4. Add an Update Records element to save the pre-chat parameters to the Messaging Session record
    
    Map the hidden parameters you created, such as the Service Campaign ID and Agent Prompt, to the custom fields on the Messaging Session object.
5. Add a **Route Work** action to the canvas.
6. Select **Messaging** as the service channel.
7. Select **Agent** as the route to type and select your Agentforce Service agent.
8. Click **Done**.
9. Save the flow and enter a unique name.
10. Click **Activate** to run the new routing logic in your org.

#### See Also

- [Persist Pre-Chat Inputs Across Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.miaw_handle_sessions.htm&language=en_US)