---
schema_version: "1"
id: bc4e7476b8ee2d1b9bbd375c9b3fc6290075f63356308cc7375a8a15541133af
title: Route Work Items to an Enhanced Bot
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_route_to_bot.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_route_to_bot.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a52e1708221b24bfe4b23e345a23f288da11f9cb1b9a276ca28abe9c6fd51d38
description: Automatically route conversations to an enhanced bot using enhanced Messaging channels, based on your business criteria.
products:
  - Service Cloud
release: "264"
---
# Route Work Items to an Enhanced Bot

Automatically route conversations to an enhanced bot using enhanced Messaging channels, based on your business criteria.

### 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 for Einstein Bots</a>.</td></tr></tbody></table>

Enhanced Bots work only with [enhanced channels](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&type=5&language=en_US), including Enhanced Chat and enhanced third-party channels. To access enhanced channels, contact your Salesforce account executive. Omni-Channel Flow for Chat is not available for Einstein Bots.

Before you begin, [create and activate an enhanced bot](https://help.salesforce.com/articleView?id=bots_service_enhanced_create.htm&language=en_US).

1. 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?id=service.omnichannel_create_a_flow.htm&release=264.0.0&type=5 "Create a flow from scratch. Or, get a headstart by creating one from an Omni-Channel flow template. The templates illustrate how to create flows that route chats, voice calls, and messages to service reps, queues, and skills. You can also use a template to create a case for each inbound call. You can customize flows built from templates to meet your business needs.").
2. Drag the Route Work action onto the canvas. Route Work actions are the last object in the flow.
3. Give the action a label and API name and optionally, a description.
4. Under Set Input Values, complete the required fields.
    
    - For the Record ID field, select the [recordId variable](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&release=264.0.0&type=5 "Create a flow from scratch. Or, get a headstart by creating one from an Omni-Channel flow template. The templates illustrate how to create flows that route chats, voice calls, and messages to service reps, queues, and skills. You can also use a template to create a case for each inbound call. You can customize flows built from templates to meet your business needs.") that you created.
    - For the Service Channel field, select **Messaging**.
    - For the Route To field, select **Bot** to populate the list of enhanced bots.
5. Under Bots, select your bot. Only active bots are available. If your bot doesn’t appear in the list, [activate your bot](https://help.salesforce.com/articleView?id=bots_service_activate_bot.htm&language=en_US), refresh Flow Builder, and try again. If you deactivate your bot later, it’s still associated with any flows that you added it to.
6. Under Queue, select a fallback queue where the Omni-Channel Flow sends the conversation if routing is unsuccessful.
7. Save your changes.

All Omni-Channel flows that route conversations to your bot appear in the Inbound Omni-Channel Flows section of the Bot Overview page.

#### See Also

- [Set Up Enhanced Bots](https://help.salesforce.com/articleView?id=bots_service_enhanced.htm&language=en_US)