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            Customize Messaging Transfer and Conference Destinations for Service Reps

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            Customize Messaging Transfer and Conference Destinations for Service Reps

            Reduce long transfer or conferencing destination lists when service reps just need to deliver a session to the right place quickly. Choose whether to show all profiles, queues, and flows, or just show some.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
            X icon This article doesn’t apply to: Standard Facebook Messenger and Standard SMS channels

            Admins must enable Skills-Based Routing and Direct-to-Agent Routing in Omni-Channel Settings in Setup before a service rep can invite others to join an active messaging session.

            Keep these considerations in mind when conferencing:

            • Adding Agentforce, other Salesforce AI agents, or external bots to a Messaging conference is not recommended, as these bots—including Agentforce and legacy enhanced bots—cannot differentiate between human participants, which might lead to misrouted responses or confusion.
            • Conferencing is not supported with the status-based capacity model.
            • Inactivation warnings and session timeouts are not triggered during conferencing sessions.
            1. In Setup, enter Presence Configurations and select Presence Configurations.
            2. Locate the presence configuration that you’d like to customize, and click Edit.
            3. Under Agent Settings, locate the Transfer Destinations node.
            4. To offer all profiles, queues, or flows to your service reps, select the Select all profiles, Select all queues, or Select all flows boxes.
            5. To make only some profiles, queues, and flows available to service reps, highlight the profile, queue, or flow in the Available box, then click Add to move it to the Selected box.
            6. Save your changes.
             
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