Set Up Omni-Channel for Your Sales Prospecting Bot
Set up Omni-Channel so your sales prospecting bot can intercept leads and pass them to
your sales reps in real time. That way, your reps can assist your leads more effectively and close
sales faster
Required Editions
Available in: Lightning Experience
Available with Sales Engagement, which is included with Sales in
Performance, Einstein 1, and Unlimited Editions, and
available for an extra cost in Professional and Enterprise Editions.
Sales Engagement is also available for an extra cost in Service and Lightning
Platform.
User Permissions Needed
To set up Omni-Channel:
Customize Application
With Omni-Channel, leads are automatically routed or “pushed” to sales reps assigned to the
associated queue. After you create a service channel, routing configuration, presence statuses,
and a presence configuration, you associate them with a queue that contains sales prospects.
Create a Service Channel for Your Sales Prospecting Bot Set up a service channel for your sales prospecting bot that turns your incoming prospects into Lead work records. That way, Omni-Channel can route your bot’s leads to sales reps.
Create a Routing Configuration for Your Sales Prospecting Bot Routing configurations let you determine how work items are routed to your reps. Create a routing configuration for your sales prospecting bot that prioritizes the relative importance and size of leads That way, leads are handled accordingly, and work is evenly distributed to your sales reps.
Create a Presence Status for Your Sales Prospecting Bot Presence statuses indicate if a sales rep is online and available to receive prospects. Create a presence status for your sales prospecting bot that includes your service channel. That way, reps that are assigned to this presence status can receive your bot’s incoming leads.
Create a Presence Configuration for Your Sales Prospecting Bot Use a presence configuration to limit how much work a sales rep can take on. That way, incoming leads from your sales prospecting bot’s are evenly distributed to your reps. You can set up multiple configurations for different groups of reps.
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