Route Messages to a Queue

To route messaging sessions in a messaging channel, edit the channel, and then specify the routing method and queue for the channel.

1. From Setup in the Quick Find box, enter Messaging, and then select Messaging Settings.
2. Under Channels, open and edit the existing messaging channel.
3. Under Routing, enter the routing properties.

   Property	Description
   Enable Advanced Routing	If the Enable Advanced Routing checkbox appears, check that checkbox if you want to use Omni-Channel flows. That option routes messaging sessions in this channel based on the logic defined in an Omni-Channel flow.
   Routing Type	Select Omni-Channel.
   Queue	Specify the queue to which you want to route messaging sessions in this channel. The queue manages and prioritizes sessions to this channel.

4. Under Automated Responses, enter the consent settings, conversation responses, and help.
5. Click Save.