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            Route Messages Directly to Agentforce

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            Route Messages Directly to Agentforce

            Save time by routing messages directly to an Agentforce Service agent, without using an Omni-Channel flow.

            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

            To use this feature, you’ll need to create an Agentforce Service agent. Then, select a data source to ground its responses and activate the service agent. View steps.

            Configure Your Messaging Channel to Route to a Service Agent

            1. In Setup, navigate to the Messaging Settings page.
            2. Find your messaging channel and click Edit in the channel’s action menu.
            3. In the Routing Type dropdown, select Agentforce Service Agent.
            4. Select the active service agent you created.
            5. Select Fallback Queue, then click Save.

              All messages sent to this channel address are now routed directly to the selected service agent.

             
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