---
schema_version: "1"
id: 54ea8108ed15892616a2ba105068065d44853b6d87330495b04b8cd26c76031b
title: Route Your Customer-Initiated Scheduling Conversations in the Legacy Agentforce Builder
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_customer_initiated_setup_routing.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_customer_initiated_setup_routing.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d068660816bc01d9e358ec3418076c5784dc1ec1c4e5ed53b5bcbd803e998d32
description: Set up Omni-Channel flows to route conversations to and from your agent.
products:
  - Field Service
release: "264"
---
# Route Your Customer-Initiated Scheduling Conversations in the Legacy Agentforce Builder

Set up Omni-Channel flows to route conversations to and from your 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: 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 Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</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%">
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        <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="d13198e84">User Permissions Needed</th>
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        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d13198e84 ">To open, edit, or create a flow in Flow Builder:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d13198e84 ">Manage Flow</td>

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## Set Up the Outbound Omni-Channel Flow for Escalations

This flow routes conversations from the agent to an escalation queue, rep, or other destination you specify.

1. In Setup, find and select **Flows**.
2. Open the **Route Conversations to Agentforce Service Agents** flow.
3. Click **Save As New Flow**.
4. Enter a label. The API name is populated for you.
5. In the Route Work element, change the label, API name, and description to indicate that you’re routing to a queue.
6. For Route To, select **Queue**.
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png)
    
    Note If you can’t see this field, remove the selected Service Channel and add it again.
7. Find and select your Queue ID.
8. Save and activate the flow.

## Set Up the Inbound Routing Flow and Connect it to Your Messaging Channel (Optional)

In the initial setup, you connected the agent directly to your messaging channel. If you want to add additional logic to the routing of incoming conversations, you can set up a flow and then connect that flow to your messaging channel.

1. Set up the flow.
    1. In Setup, find and select **Flows**.
    2. Open the **Route Conversations to Agentforce Service Agents** flow.
    3. Click **Save As New Flow**.
    4. Enter a label. The API name is populated for you.
    5. Open the Route to Service Agent element.
    6. For Route To, select **Agentforce Service Agent**.
        
        ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png)
        
        Note If you can’t see this field, remove the selected Service Channel and add it again.
    7. For Agentforce Service Agent, find and select the agent that you created.
    8. Find and select your Fallback Queue.
        
        ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png)
        
        Note The fallback queue helps you move around between the agent and the service reps when escalation is required. If you don’t already have a queue, see [Create Queues](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US).
    9. Add additional elements as required.
    10. Save and activate the flow.
2. Connect the flow to your messaging channel.
    1. In Setup, find and select **Messaging Settings**.
    2. Open the required messaging channel.
    3. In Omni-Channel Routing, click **Edit**.
    4. For Routing Type, select **Omni-Flow**.
    5. For Flow Definition, select the inbound flow that you created.
    6. For Fallback Queue, select the same queue that you selected when you created your Omni-Channel flows.
    7. Save your changes.

Now that you’ve finished setting up Customer-Initiated Scheduling, you can move on to setting up [Customer Outreach](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_customer_outreach_setup.htm&release=264.0.0&type=5 "Create agents, messaging components, and flows. Then, route your conversations to the appropriate agent.").