---
schema_version: "1"
id: b3360383925c0bbaadc3f2c54d5f252cfba262c8ed4f4c71732c3f1eb40c06c2
title: Customize Messaging Transfer and Conference Destinations for Service Reps
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_agent_transfer_destinations.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_agent_transfer_destinations.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 5914844616733ab03626a39bf01db067374e53067f4ea5ce3c9baf5ec1b9340b
description: Reduce long transfer or conferencing destination lists when service reps just need to deliver a session to the right place quickly. Choose whether to show all profiles, queues, and flows, or just show some.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Customize Messaging Transfer and Conference Destinations for Service Reps

Reduce long transfer or conferencing destination lists when service reps just need to deliver a session to the right place quickly. Choose whether to show all profiles, queues, and flows, or just show some.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <tbody>
          <tr class="">
            <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <a name="messaging_agent_transfer_destinations__d374e784"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_agent_transfer_destinations__d374e784" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
              <strong>This article applies to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced
              WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for
              Business, Enhanced LINE, and Bring Your Own Channel</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span>
              <strong>This article doesn’t apply to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</td>

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

Admins must enable **Skills-Based Routing and Direct-to-Agent Routing** in Omni-Channel Settings in Setup before a service rep can invite others to join an active messaging session.

Keep these considerations in mind when conferencing:

- Adding Agentforce, other Salesforce AI agents, or external bots to a Messaging conference is not recommended, as these bots—including Agentforce and legacy enhanced bots—cannot differentiate between human participants, which might lead to misrouted responses or confusion.
- Conferencing is not supported with the status-based capacity model.
- Inactivation warnings and session timeouts are not triggered during conferencing sessions.

1. In Setup, enter Presence Configurations and select **Presence Configurations**.
2. Locate the presence configuration that you’d like to customize, and click **Edit**.
3. Under Agent Settings, locate the Transfer Destinations node.
4. To offer all profiles, queues, or flows to your service reps, select the **Select all profiles**, **Select all queues**, or **Select all flows** boxes.
5. To make only some profiles, queues, and flows available to service reps, highlight the profile, queue, or flow in the Available box, then click **Add** to move it to the Selected box.
6. Save your changes.