Set Up a Prospect Queue for Your Sales Prospecting Bot
Assign your sales prospecting bot’s incoming leads to sales reps automatically with a
prospect queue. When a new Lead work item is assigned to the prospect queue, Omni-Channel attempts
to route it to a sales rep using your routing configuration.
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 create or change queues:
Customize Application AND Manage Public List Views
To change queues created by other users:
Customize Application AND Manage Public List Views AND Manage Users
From Setup, in the Quick Find box, enter Queues, select
Queues, and then click New.
For the Label field, enter Leads.
Select the routing configuration that you created when you set up Omni-Channel for your
bot.
If you use divisions, select the queue’s default division.
Add the Lead object to the queue.
Add your sales reps as queue members. The members are assigned records from this queue.
Members can be individuals, roles, public groups, territories, connections, or partner users.
Guest users can’t be queue members.
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