Optimized Routing for Agentforce Agents and Enhanced Bots

Agentforce agents and enhanced bots use optimized routing to reduce the time between a user starting a conversation and receiving a first response. Omni-Channel connects users directly to the agent or bot as soon as the conversation starts, instead of waiting for multiple routing confirmation steps to complete. This approach removes background steps from the connection path, resulting in faster, more responsive interactions.

How Routing Works

Previously, routing a conversation to an agent or bot required a series of confirmation steps before the connection was established. Because Agentforce agents and enhanced bots are always available, the updated routing process skips those steps and connects the user immediately.

The updated routing behavior includes these steps:

• Omni-Channel skips creating a Pending Service Routing (PSR) record.
• Omni-Channel creates the AgentWork record in the Opened (Accepted) status.
• The agent or bot immediately joins the conversation.