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            Route Your Customer-Initiated Scheduling Conversations

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            Route Your Customer-Initiated Scheduling Conversations

            Set up Omni-Channel flows to route conversations to and from your agent.

            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.
            User Permissions Needed
            To open, edit, or create a flow in Flow Builder: Manage Flow

            Set Up the Outbound Omni-Channel Flow for Escalations

            This flow routes conversations from the agent to an escalation queue, rep, or other destination you specify.

            1. In Setup, find and select Flows.
            2. Open the Route Conversations to Agentforce Service Agents flow.
            3. Click Save As New Flow.
            4. Enter a label. The API name is populated for you.
            5. In the Route Work element, change the label, API name, and description to indicate that you’re routing to a queue.
            6. For Route To, select Queue.
              Note
              Note If you can’t see this field, remove the selected Service Channel and add it again.
            7. Find and select your Queue ID.
            8. Save and activate the flow.

            Set Up the Inbound Routing Flow and Connect it to Your Messaging Channel (Optional)

            In the initial setup, you connected the agent directly to your messaging channel. If you want to add additional logic to the routing of incoming conversations, you can set up a flow and then connect that flow to your messaging channel.

            1. Set up the flow.
              1. In Setup, find and select Flows.
              2. Open the Route Conversations to Agentforce Service Agents flow.
              3. Click Save As New Flow.
              4. Enter a label. The API name is populated for you.
              5. Open the Route to Service Agent element.
              6. For Route To, select Agentforce Service Agent.
                Note
                Note If you can’t see this field, remove the selected Service Channel and add it again.
              7. For Agentforce Service Agent, find and select the agent that you created.
              8. Find and select your Fallback Queue.
                Note
                Note The fallback queue helps you move around between the agent and the service reps when escalation is required. If you don’t already have a queue, see Create Queues.
              9. Add additional elements as required.
              10. Save and activate the flow.
            2. Connect the flow to your messaging channel.
              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 Omni-Flow.
              5. For Flow Definition, select the inbound flow that you created.
              6. For Fallback Queue, select the same queue that you selected when you created your Omni-Channel flows.
              7. Save your changes.
             
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