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            Configure Omni-Channel Routing

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            Configure Omni-Channel Routing

            Build an Omni-Flow to save pre-chat data to the Messaging Session and route proactive service requests to the Agentforce Service agent.

            Required Editions

            Available in: Salesforce Classic and Lightning Experience
            Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses.
            Available in: LWR and Aura
            Available in: Enhanced Chat with the Einstein for Service, Einstein Platform, Community, Community Plus, or Agentforce for Service add-on
            User Permissions Needed
            To open, edit, create, activate or deactivate a flow using all flow types, elements, and features available in Flow Builder, including Einstein for Flow: Manage Flow
            To set up Omni-Channel Flow and Enhanced Chat: Customize Application

            Before you begin, you must have an Omni-Channel flow that already handles pre-chat data. Learn more in Map Pre-Chat Values in Omni-Channel Flow.

            Omni-Channel routing makes sure that proactive chat requests reach the Agentforce Service Agent rather than a human agent. Before the system directs the request to an agent, the flow uses an Update Records element to save the pre-chat input variables to the Messaging Session object. This process allows the agent to access campaign details and prompt instructions even if a session ends and a new one starts within the same conversation.

            1. From Setup, in the Quick Find box, enter Flows, and select Flows.
            2. Select New Flow and select Omni-Channel Flow.
            3. Use a Get Records element to find the current messaging session using the recordId input.
            4. Add an Update Records element to save the pre-chat parameters to the Messaging Session record
              Map the hidden parameters you created, such as the Service Campaign ID and Agent Prompt, to the custom fields on the Messaging Session object.
            5. Add a Route Work action to the canvas.
            6. Select Messaging as the service channel.
            7. Select Agent as the route to type and select your Agentforce Service agent.
            8. Click Done.
            9. Save the flow and enter a unique name.
            10. Click Activate to run the new routing logic in your org.

            See Also

             
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