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Agentforce Field Service and Operations
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            Connect the Agent to Your Messaging Channel in the New Agentforce Builder

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            Connect the Agent to Your Messaging Channel in the New Agentforce Builder

            Now that you’ve created your agent, you’re ready to connect it to your messaging channel.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations, or Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
            1. In Setup, find and select Messaging Settings.
            2. Open the required messaging channel.
            3. In Omni-Channel Routing, click Edit.
            4. For Routing Type, select Agentforce Service Agent.
              Note
              Note If you already have a flow for routing purposes that you prefer to use, you can select Omni-Flow and select that flow here.
            5. For Agentforce Service Agent, select the agent that you created.
              Note
              Note Only active agents appear in this list. If you can’t see your agent, go back to Agentforce Builder and activate your agent.
            6. Select a Fallback Queue.
            7. Save your changes.
             
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            Salesforce Help | Article