---
schema_version: "1"
id: f79da5da6245b81420774f5a28285dd4d8574cae024fea46087da23dd29fdb48
title: Route Messages Directly to Agentforce
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_route_to_agentforce.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_route_to_agentforce.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7ba168a23a3c9c546af4051c0a995993f5760a2471761539e99f25decd7d3d3f
description: Save time by routing messages directly to an Agentforce Service agent, without using an Omni-Channel flow.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Route Messages Directly to Agentforce

Save time by routing messages directly to an Agentforce Service agent, without using an Omni-Channel flow.

### 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_to_agentforce__d773e784"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_route_to_agentforce__d773e784" 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>

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.](https://help.salesforce.com/s/articleView?id=ai.agent_setup_create.htm&type=5&language=en_US)

## Configure Your Messaging Channel to Route to a Service Agent

1. In Setup, navigate to the Messaging Settings page.
2. Find your messaging channel and click **Edit** in the channel’s action menu.
3. In the Routing Type dropdown, select **Agentforce Service Agent**.
4. Select the active service agent you created.
5. Select **Fallback Queue**, then click **Save**.
    
    All messages sent to this channel address are now routed directly to the selected service agent.