Activate RCS Agent Conversational Messaging

Enable conversational support and define inbound message routing.

1. In Setup, in the Quick Find box, enter RCS, and then select RCS Sender Agents.
2. Select the RCS agent for which you want to enable conversational support.
3. In the Capabilities section, click Configure for RCS Agent Conversational Support.
4. To determine how to route inbound messages, select a routing type.

   Routing Type	Description
   Agentforce Service Agent	Routes the conversation directly to the specific service agent you configured. For more information, see Set Up your Agent.
   Omni-Flow	Uses a flow to route the message based on complex business logic. For more information, see Omni-Channel Flow.
   Omni-Queue	Routes the conversation directly to a specific human queue. For more information, see Omni-Channel Routing.
   User	Routes the conversation to a specific user. For more information, see Route All Messages to One User.

5. Based on the selected routing type, select the active agent, flow, queue, or user.
6. Select the fallback queue, in case you can’t route to the specified queue.

   Queues hold incoming work items until an agent is available. For more information, see Set Up Queues.

7. Save your changes and activate this capability.