Configure the IT Service Employee agent to transfer escalated Enhanced Chat conversations to the messaging queue for IT support reps.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
| User Permissions Needed | |
|---|---|
| To create, edit, and activate flows: | Manage Flow |
| To build and manage Employee agents: |
Manage AI Agents OR Customize Application |
Complete the automated Enhanced Chat setup. The automation creates the employee agent, the inbound Omni-Channel flow, the messaging channel, the routing configuration, and the IT Employee Agent Messaging Queue.
Complete the IT support rep steps in Give Users Access to Enhanced Chat to add them to the IT Employee Agent Messaging Queue.
To transfer conversations from the IT Service Employee agent to an IT support rep,
configure an outbound Omni-Channel flow that routes work to the
IT Employee Agent Messaging Queue.