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Set Up Routing for Messaging Channels in Service Cloud
Use Omni-Channel to route customer inquiries sent over a Messaging channel to a queue, bot, or qualified service rep. For simple routing scenarios, try queue-based routing. Alternatively, create an Omni-Channel flow to define routing rules and dynamically route messages, or route all messages to a single user or to an Agentforce agent.
Required Editions
| View supported editions. | |
This article applies to:
|
Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel |
This article doesn’t apply to:
|
Enhanced In-App Chat or Enhanced Web Chat channels |
For help configuring routing for Enhanced Chat, see the Enhanced Chat setup documentation.
When you configure routing for your enhanced Messaging channels, you can choose between using status-based and tab-based capacity. Here’s how they’re different.
| Tab-Based Capacity | Status-Based Capacity | |
|---|---|---|
| What determines a service rep's capacity | The number of their open tabs and sessions | The status of their accepted work |
| Maximum capacity per service rep | 100 tabs at a time | 100 work items at a time |
| What happens when a service rep closes a messaging session tab | The rep is prompted to either end the session or mark it inactive. | The messaging session’s status and ownership are unaffected, and the rep isn’t prompted to end or inactivate the session. In standard (non-console) apps, this behavior makes it easier for reps to navigate between messaging session records without session ownership being affected. |
| What happens when a customer re-engages in an inactive messaging session | The session is routed to the support team as if it were a new session. More complex routing logic is required to ensure that it’s reassigned to the same rep. | The same rep receives the customer’s new message and continues helping the customer. |
| What happens when a service rep goes offline | The rep's active messaging sessions update to Waiting and are routed to your support team. | The rep's active messaging sessions remain active. |
Capacity settings are configured on the Omni-Channel Settings and Service Channels pages in Setup. To learn more, see Understanding Capacity Models. Status-based capacity is available in enhanced Messaging channels and Enhanced Chat.
- If a service rep opens the messaging session in multiple console tabs (for example,
opening it directly and then opening it through the Messaging End User record), several
known issues occur:
- Normally, after a service rep transfers a messaging session, their AgentWork record closes and a new AgentWork record is opened for the receiving service rep. In a two-tab scenario, the AgentWork record for the service rep who transferred the session remains open in the second tab. As a result, that service rep’s stats aren’t accurate.
- The messaging inactivity timer fails for this messaging session.
- Route Service Cloud Messaging Sessions with Omni-Channel Flows
Dynamically route customer messages sent over a Messaging channel to the right service rep, queue, or bot. Build a template-based flow in Flow Builder and assign it to one or more Messaging channels. - Route Service Cloud Messaging Sessions to Queues
Route customer messages to the appropriate queue using an Omni-Channel routing configuration. Queue-based routing, an alternative to Omni-Channel flows, is ideal for simple routing scenarios. - Route All Messages to One User
If the situation calls for it, route all incoming messages in an enhanced channel to a specific user. For example, if individual reps have their own SMS number, route all messages sent to that number directly to them. While this routing approach is simple, businesses of different sizes need to consider whether it makes sense to always have messages routed to one rep. - Route Messages Directly to Agentforce
Save time by routing messages directly to an Agentforce Service agent, without using an Omni-Channel flow.
