---
schema_version: "1"
id: bf4409e486f7d3d52a8951f619e246f7da46a4e3075bc2746c112be7c86d0c6d
title: Route to an Agentforce Service Agent
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_route_to_ai_agent_target.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_route_to_ai_agent_target.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 1d7265a1664bb98472bca7d72ca506f0cb92f1753d0bb8f0cc053697a4ad6c53
description: Route Enhanced Messaging and Voice calls to an Agentforce Service Agent that uses autonomous AI to handle a wide range of common support tasks efficiently. This routing helps your service reps focus on strategic, high-value work, such as complex problem-solving and building deeper customer relationships.
products:
  - Service Cloud
release: "264"
---
# Route to an Agentforce Service Agent

Route Enhanced Messaging and Voice calls to an Agentforce Service Agent that uses autonomous AI to handle a wide range of common support tasks efficiently. This routing helps your service reps focus on strategic, high-value work, such as complex problem-solving and building deeper customer relationships.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

Create an Omni-Channel Flow to Route to an Agentforce Service Agent:

- From Setup, in the Quick Find box, enter Flows, and then select Flows.
- Select an existing Omni-Channel flow to edit, or follow the steps to [create an Omni-Channel flow from scratch](https://help.salesforce.com/s/articleView?language=en_US&id=service.omnichannel_create_a_flow.htm&type=5).
- Open the flow in Flow Builder. Drag the Route Work action onto the canvas.
- Enter a Label name and API name for the action, and optionally, a description.
- In Set Input Values, set the Record ID Variable.
- To route conversations to the respective service channels:
    - For voice conversations, select Phone in the Service Channel dropdown.
    - For messaging conversations, select Messaging in the Service Channel dropdown.
- In the Route To dropdown, select Agentforce Service Agent.
- In the Agentforce Service Agent dropdown, select the ASA Agent.
- Save the flow and activate it.

![Route message conversations to an Agentforce Service Agent.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/rn_omnichannel_route_messaging_to_asa.png)

![Route voice conversations to an Agentforce Service Agent.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/rn_omnichannel_route_voice_to%20asa.png)

#### See Also

- [Connect Service Agent to Customer Channels](https://help.salesforce.com/s/articleView?id=service.agent_setup_channels.htm&type=5&language=en_US)