---
schema_version: "1"
id: 77c88b59b23dd523cebe88f70c44fa7eb91beb3f6a368e744ab6c233b6e03292
title: Route All Messages to One User
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_route_single_user.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_route_single_user.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: cb61f441c64d8f175c6bbadba4fd31f38468b294795f356f7797f3f83f5e3b90
description: If the situation calls for it, route all incoming messages in an enhanced channel to a specific user. For example, if individual reps have their own SMS number, route all messages sent to that number directly to them. While this routing approach is simple, businesses of different sizes need to consider whether it makes sense to always have messages routed to one rep.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Route All Messages to One User

If the situation calls for it, route all incoming messages in an enhanced channel to a specific user. For example, if individual reps have their own SMS number, route all messages sent to that number directly to them. While this routing approach is simple, businesses of different sizes need to consider whether it makes sense to always have messages routed to one rep.

### 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_single_user__d869e784"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_route_single_user__d869e784" 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>

1. In your Omni-Channel settings, turn on direct-to-agent routing and status-based capacity.
    1. In Setup, enter Omni-Channel in the Quick Find box and select **Omni-Channel Settings**.
    2. Select **Enable Skills Based and Direct-to-Agent Routing**.
    3. Select **Enable Status Based Capacity Model** (recommended). [View considerations](https://help.salesforce.com/s/articleView?id=service.messaging_omnichannel_routing.htm&release=264.0.0&type=5 "Use Omni-Channel to route customer inquiries sent over a Messaging channel to a queue, bot, or qualified service rep. For simple routing scenarios, try queue-based routing. Alternatively, create an Omni-Channel flow to define routing rules and dynamically route messages, or route all messages to a single user or an Agentforce agent.") for using status-based capacity.
2. Create a routing configuration to determine how messages are routed to the user. While you can use a routing configuration in multiple channels, it’s a good idea to create one just for single user-based routing.
    1. In Setup, enter Routing in the Quick Find box and select **Routing Configurations**.
    2. Click **New**.
    3. Name your routing configuration.
    4. Leave Overflow Assignee blank.
    5. Enter a Routing Priority. This value reflects the priority of this channel compared to all other work routed to the user. If you're unsure about priority, try starting with 5 to leave room for higher-priority work in the future.
    6. For Routing Model, select **Least Active**.
    7. Leave Push Time-Out and Drop Additional Skills timeout blank, because those aren’t relevant to single user-based routing.
    8. Select a capacity type. We recommend selecting **Not Interruptible**. The **Interruptible** type is for more advanced use cases, such as when reps are assigned to multiple channel types.
    9. Leave **Use with Skills-Based Routing Rules** deselected.
    10. Enter a number of units or percentage for capacity.
        
        For example, if you want the chosen user to be assigned up to a maximum of 4 active sessions from this channel at a time, enter 4. Additional sessions are routed to them when their capacity frees up. For sales use cases, we recommend using the percentage capacity for simplicity, and using 50% as a starting point.
    11. Save your routing configuration.
        
        ![Saved routing configuration named "messaging"](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_routing_config.png)
3. Update your messaging channel settings.
    1. In Setup, enter Messaging Settings in the Quick Find box and select **Messaging Settings**.
    2. Find your messaging channel and click the channel name.
    3. In the Routing Type dropdown, select **User**.
    4. In the User field, use the search to select the username of the user to receive all incoming messages in the channel.
    5. In the Routing Configuration field, select the routing configuration you created.
        
        ![Omni-Channel Routing section of a channel's settinsg with the Routing Type field highlighted, contained the value User](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_user_route.png)
    6. Click **Save**.
        
        All messages sent to this channel address are now routed directly to the selected rep.

#### See Also

- [Routing Configuration Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_routing_configuration_settings.htm&type=5&language=en_US)