---
schema_version: "1"
id: 4645d7950d1bd9475bd006970bac083dd89dc80a1d25dddb25f5cd0e5949e6d8
title: "Step 5: Configure Omni-Channel Flow with RouteWork Action"
collection: developer
version: current
locale: en-us
portal_url: https://docs.salesforce.com/developer/current/en-us/service-cloud/messaging-byob/guides/configure-flow-routework.md
canonical_url: https://developer.salesforce.com/docs/service/messaging-byob/guide/configure-flow-routework.html
source_site: developer.salesforce.com
content_type: documentation
content_hash: ff19eb3675926b98ac1468656136ac614329dfde1bb344b98f7fd2e7f3c5709a
products:
  - Bring Your Own Bot for Messaging
  - Service Cloud Developer Content
---
# Step 5: Configure Omni-Channel Flow with RouteWork Action

1. From Setup, in the Quick Find box, enter `Flows`, and select **Flows**.
2. Click **New Flow**.
3. Search for Omni-Channel and select **Omni-Channel Flow** as the type. You will see this option only if your org is [enabled and configured for Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&type=5).
4. In the Flow Builder, click the Toggle Toolbox icon at the top-left, and then click **New Resource**.
5. From **Resource Type**, select Variable.
6. Enter `recordId` as the API Name.
7. From **Data Type**, select Text, and then select **Available for input**.
8. Click **Done**.
9. In the Flow Builder layout, click the **+** (Add element) icon and then click **Route Work**. For more information on the Route Work element, see [Route Work Items to an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_to_bot.htm&type=5).
10. For the Route Work element, provide a label and API name.
11. Under Set Input Values, complete the required fields.
    - For Record ID Variable, select the `recordId` variable that you created.
    - For Service Channel, select the channel you created. For more information on how to create a Service Channel, see [Create Service Channels](https://help.salesforce.com/s/articleView?id=service.service_presence_create_service_channel.htm&type=5). For more information on how to create a messaging channel, see [Create a Bring Your Own Channel for Messaging Channel](https://help.salesforce.com/s/articleView?id=service.partner_messaging_install.htm&type=5) and [Create Your First Enhanced Chat Channel and Deployment](https://help.salesforce.com/s/articleView?id=service.miaw_quick_start.htm&type=5). This step isn't applicable for Voice setup. For more information, see [Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.support_channels.htm&type=5).
    - For Route To, select **External Conversation Bot** to populate the list of enhanced bots.
    - For External Conversation Bot, select the bot you created. Only active bots are available in this field. If your bot doesn't appear in the list, set `isActive` to `true` in your [`ExternalConversationBotDef` record](https://developer.salesforce.com/docs/service/messaging-byob/guide/create-entity-records.md#create-the-externalconversationbotdef-record), refresh Flow Builder, and try again. If you deactivate your bot later, it's still associated with any flows that you added it to.
    - Under Fallback Queue, select **Select Queue**, for the fallback Queue ID, select a fallback queue where the Omni-Channel Flow sends the conversation if routing is unsuccessful.
12. Click **Save**.
13. Click **Activate** to activate the flow.

## Next Steps

After you configure the flow, [configure the messaging channel](https://developer.salesforce.com/docs/service/messaging-byob/guide/configure-messaging-channel.md).