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Activate RCS Agent Conversational Messaging
Enable conversational support and define inbound message routing.
| Available in: Lightning Experience |
| Salesforce Enterprise and Unlimited Editions for Service Cloud and Marketing Cloud Next Growth and Advanced Editions with RCS add-on. |
| Not supported in Government Cloud Plus |
- In Setup, in the Quick Find box, enter RCS, and then select RCS Sender Agents.
- Select the RCS agent for which you want to enable conversational support.
- In the Capabilities section, click Configure for RCS Agent Conversational Support.
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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. - Based on the selected routing type, select the active agent, flow, queue, or user.
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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.
- Save your changes and activate this capability.
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