Route Service Messaging Sessions to Queues

Route customer messages to the appropriate queue using an Omni-Channel routing configuration. Queue-based routing, an alternative to Omni-Channel flows, is ideal for simple routing scenarios.

Required Editions

View supported editions.
This article applies to:	Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
This article doesn’t apply to:	Enhanced In-App Chat or Enhanced Web Chat channels

User Permissions Needed
To create or change queues:	Customize Application AND Manage Public List Views
To set up and edit Messaging channels:	Configure Messaging
To view channels:	View Setup and Configuration

For help configuring routing for Enhanced Chat, see the Enhanced Chat setup documentation.

Getting Started

Before configuring your channel to route incoming messages to a queue, take care of some Omni-Channel setup.

1. Enable Omni-Channel and rep-to-rep transfers.
   1. In Setup, go to the Omni-Channel Settings page.
   2. Select Enable Omni-Channel.
   3. To let service reps transfer messaging sessions to other reps in enhanced Messaging channels, select Enable Skills-Based and Direct-to-Agent Routing.
   4. Configure the other settings and save your changes.
2. If you don't already have one, create a service channel for your Messaging channels. The service channel links your routing logic to the Messaging Session object.
   1. In Setup, go to the Service Channels page.
   2. Click New.
   3. Enter a name for your service channel, such as All Messaging.
   4. Select Messaging Session as the Salesforce object.
   5. Configure the other options, and save your service channel.
3. Create presence statuses for Messaging so reps can show their availability in Omni-Channel. If you’re not sure which statuses to create, start with these three: Available - Messaging, On Break, Busy.

Set Up Queue-Based Routing for a New Messaging Channel

If your Messaging channel doesn’t exist yet, create the channel and set up queue-based routing at the same time. These steps apply only for standard and enhanced Facebook Messenger channels and enhanced WhatsApp channels.

1. From Setup, in the Quick Find box, enter Messaging, and then select Messaging Settings.
2. Under Channels, click New Channel.
3. Follow the prompts to create your channel.
4. Select Create a new queue. Follow the prompts to:
   1. Create a queue and assign service reps to the queue.
   2. Create a routing configuration.
   3. Adjust the service rep messaging workload.
   4. Exit the setup flow.
5. On the Messaging Settings page, find your new channel in the list.
6. In the channel’s action menu, select Edit to view your channel’s routing settings and update them if needed.

Set Up Queue-Based Routing for an Existing Messaging Channel

If you’ve already created your Messaging channel, here’s how to set up queue-based routing for it.

1. Create an Omni-Channel queue to receive incoming messages. Add Messaging Session as a supported object.
2. Create a routing configuration for your queue.
3. Associate your routing configuration and service reps with the queue.
4. On the Messaging Settings page in Setup, find your channel in the list.
5. In the channel’s action menu, select Edit.
6. Edit the properties in the Routing section.
   1. (Standard channels only) Leave Enable Advanced Routing deselected, and for Routing Type, select Omni-Channel.
   2. (Enhanced channels only) For Routing Type, select Omni-Queue.
   3. For Queue, select the queue that receives and prioritizes this channel’s messaging sessions.
      
7. Save your changes.

See Also

• Route to a Queue