---
schema_version: "1"
id: f6a6cff0bee3f1cfb5ed5365a6fb4dd20a88b972ac7ba3974f6e50afe096e4d2
title: Choose Your Routing Destination
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_routing_targets.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_routing_targets.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 5a5739ea6ec33727a940b9a42c850a73e22e79f26753e7802921c6f7f2227f67
description: Do data models make your heart skip a beat? Want to understand the ins and outs of how Omni-Channel routes work items to your support reps? Then we have a treat for you. Omni-Channel pushes work items to the right rep at the right time so that your support team can efficiently help customers with their problems. Depending on your business needs, route work to service reps, skills, queues, AI agents, or bots.
products:
  - Service Cloud
release: "264"
---
# Choose Your Routing Destination

Do data models make your heart skip a beat? Want to understand the ins and outs of how Omni-Channel routes work items to your support reps? Then we have a treat for you. Omni-Channel pushes work items to the right rep at the right time so that your support team can efficiently help customers with their problems. Depending on your business needs, route work to service reps, skills, queues, AI agents, or bots.

### 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.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

- **[Route to a Queue](https://help.salesforce.com/s/articleView?id=service.omnichannel_routing.htm&release=264.0.0&type=5)**  
    Route work to queues to distribute the workload among a team of support reps.
- **[Route to a Skill](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_how_it_works.htm&release=264.0.0&type=5)**  
    Improve the quality of customer service by automatically routing each work item to the best service rep for the job. With skills-based routing, route every work item to the service rep who has the right skills to solve the problem.
- **[Route to a Support Rep](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_to_agent_target.htm&release=264.0.0&type=5)**  
    Route work directly to the preferred support rep. For example, you can route sales calls from existing customers to their account executives.
- **[Route to an Agentforce Service Agent](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_to_ai_agent_target.htm&release=264.0.0&type=5)**  
    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.
- **[Route to a Bot](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_destination_bot.htm&release=264.0.0&type=5)**  
    Route conversations to an enhanced bot over enhanced Messaging channels. You can add powerful business rules to an Omni-Channel flow to send a conversation to a bot.