---
schema_version: "1"
id: 14f680bd2a3546bab00e34af3e03d7b28e87f17c2a63120c2892dcb534adc22c
title: Route Service Messaging Sessions to Queues
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_route_queues.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_route_queues.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e508c3d07bfa41a86bc7651a27a47c8eef03a3b36678e22a5f3bb0030514a05a
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# 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

<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_route_queues__d314e447"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_route_queues__d314e447" 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 WhatsApp, Enhanced Facebook Messenger, Standard and 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;">Enhanced In-App Chat or Enhanced Web Chat channels</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="d100603e102">User Permissions Needed</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d100603e102 ">To create or change queues:</td>

              <td class="slds-cell-wrap" style="vertical-align:top;" headers="d100603e102 ">
                <p>Customize Application</p>
                <p style="margin-bottom:0;">AND</p>
                <p style="margin-bottom:0;">Manage Public List Views</p>
              </td>

            </tr>
            <tr class="">
              <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d100603e102 ">To set up and edit Messaging channels:</td>

              <td class="slds-cell-wrap" style="vertical-align:top;" headers="d100603e102 ">Configure Messaging</td>

            </tr>
            <tr class="">
              <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d100603e102 ">To view channels:</td>

              <td class="slds-cell-wrap" style="vertical-align:top;" headers="d100603e102 ">View Setup and Configuration</td>

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

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](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&language=en_US) 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](https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_status.htm&type=5&language=en_US) 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](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US) to receive incoming messages. Add Messaging Session as a supported object.
2. [Create a routing configuration](https://help.salesforce.com/s/articleView?id=service.service_presence_create_routing_configuration.htm&type=5&language=en_US) for your queue.
3. [Associate your routing configuration and service reps with the queue](https://help.salesforce.com/s/articleView?language=en_US&id=sf.service_presence_associate_routing_configuration_with_queue.htm).
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.
        
        ![Routing settings with Omni-Queue selected as Routing Type](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_queue_settings.png)
7. Save your changes.

#### See Also

- [Route to a Queue](https://help.salesforce.com/s/articleView?id=service.omnichannel_routing.htm&type=5&language=en_US)