Save time by routing messages directly to an Agentforce Service agent, without using an Omni-Channel flow.
Required Editions
| View supported editions. | |
This article applies to:
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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 |
This article doesn’t apply to:
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Standard SMS channels |
To use this feature, you’ll need to create an Agentforce Service agent. Then, select a data source to ground its responses and activate the service agent. View steps.
Configure Your Messaging Channel to Route to a Service Agent
- In Setup, navigate to the Messaging Settings page.
- Find your messaging channel and click Edit in the channel’s action menu.
- In the Routing Type dropdown, select Agentforce Service Agent.
- Select the active service agent you created.
- Select Fallback Queue, then click Save.
All messages sent to this channel address are now routed directly to the selected service agent.