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Unified Messaging
Route Unified WhatsApp Sessions in Service Cloud

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Route Unified WhatsApp Sessions in Service Cloud

When you set up your Messaging Channel Routing Type for Unified WhatsApp, you chose to route Unified WhatsApp sessions to an Omni-Flow, a queue, or a user. If you selected Omni-Flow, you can route work between service agents, bots, or service reps.

Required Editions

Available in: Lightning Experience

Available in:

  • Enterprise and Unlimited Editions for Service Cloud
  • Growth or Advanced Editions Marketing Cloud Next
  • Pro+, Corporate+, and Enterprise+ Editions for Marketing Cloud Engagement
User Permissions Needed
To set up an Omni-Channel Flow Customize Application

Here's an example of an Omni-flow that routes to a Service Agent. These instructions assume that you've enabled Omni-Channel and created a Service Agent.

Create a Service Channel for Messaging

Create a service channel for your Messaging channels. The service channel links your routing logic to the Messaging Session object.

  1. In Setup, go to the Service Channels page.
  2. Click New.
  3. Enter a name for your service channel, such as All Messaging.
  4. Select Messaging Session as the Salesforce object.
  5. Configure the other options, and save your service channel.

Create an Omni-Channel Flow

Use Omni-Channel flow to route Unified WhatsApp messaging sessions to service agents, bots, or service reps. In this example, the flow routes a messaging session to a service agent.

  1. In the Quick Find box, enter Flows, and then select Flows.
  2. Click New Flow.
  3. Search for and select Omni-Channel Flow, and click Create.
  4. In the layout dropdown, select Free-Form.
  5. Under Manager, in the left-side panel, click New Resource.
    The new Resource modal, showing all fields.
    1. Under Resource Type, select Variable.
    2. Under API Name, enter recordId.
    3. Under Data Type, select Text.
    4. Under Availability Outside the Flow, select Available for Input.
    5. Click Done.
  6. Back on the left-side panel, select the Elements tab.
  7. Drag and drop the Route work element onto the flow canvas.
    New Route Work element modal with all fields displayed.
    1. Under How Many Records to Route?, select Single.
    2. In Record ID Variable, select {recordId}.
    3. Under Service Channel, select the service channel that you created in the previous section.
    4. Under Route To, select Agent.
    5. Under Agent, select Select Agent.
    6. Under Agent ID, select your service agent.
    7. Under Backup Queue, select Select Queue.
    8. Under Queue ID, select a queue.
    9. Click Done.
  8. Save and activate your flow.
 
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