Connect a Service Agent to Other Messaging Channels
Route conversations to a service agent with enhanced messaging channels, including Bring Your Own Channel (BYOC).
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions. Required add-on licenses vary by agent type. |
To learn about channel support for other agent types, see the documentation for that type. |
| User Permissions Needed | |
|---|---|
| To build and manage Service Agents: | Manage Agentforce Service Agents AND Manage AI Agents OR Customize Application |
For detailed instructions on creating Omni-Channel flows for enhanced messaging channels other than Enhanced Chat channels, see Route Service Cloud Messaging Sessions with Omni-Channel Flows.
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Create an inbound Omni-Channel flow
from scratch that routes messages to your agent. For the Route Work action in
your inbound Omni-Channel flow, enter these field values.
- Record ID: The recordID variable that you created.
- Service Channel: Messaging
- Route To: Select the Agentforce Service Agent type, and then select your agent's name. If your agent type and name don’t appear, activate your agent, refresh Flow Builder, and try again.
- A messaging queue. When your inbound Omni-Channel flow can't route conversations to your agent, it sends the conversation to this queue.
- Add your inbound flow to a messaging channel, and then activate the channel. You can connect your agent to multiple inbound channels, but an inbound channel can be connected to only one agent.
- Open your agent in Agentforce Builder. Save and commit your agent and then select the Messaging connection. Confirm that your inbound Omni-Channel flow appears in the Inbound Routing section of the canvas. If a flow doesn’t appear, activate the flow and refresh the builder.
- Open your agent in the legacy Agentforce Builder. On the Connections panel, confirm that your inbound Omni-Channel flow appears in the Inbound Routing section of the Messaging connection. If a flow doesn’t appear, activate the flow and refresh the builder.
Agents connected to a messaging channel use the Escalation subagent and an outbound Omni-Channel flow to transfer conversations. After you've set up inbound routing for your agent, set up outbound routing.
- Show Progress Indicators in Bring Your Own Channel
Progress indicators tell the messaging user what actions an Agentforce Service agent is taking behind the scenes of a Bring Your Own Channel messaging session. Standard actions come with pre-written progress indicators, such as "Doing research" or "Analyzing". To customize progress indicators, create a custom agent action.
