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            Route to an Agentforce Service Agent

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            Route to an Agentforce Service Agent

            Route Enhanced Messaging and Voice calls to an Agentforce Service Agent that uses autonomous AI to handle a wide range of common support tasks efficiently. This routing helps your service reps focus on strategic, high-value work, such as complex problem-solving and building deeper customer relationships.

            Required Editions

            View supported editions.

            Create an Omni-Channel Flow to Route to an Agentforce Service Agent:

            • From Setup, in the Quick Find box, enter Flows, and then select Flows.
            • Select an existing Omni-Channel flow to edit, or follow the steps to create an Omni-Channel flow from scratch.
            • Open the flow in Flow Builder. Drag the Route Work action onto the canvas.
            • Enter a Label name and API name for the action, and optionally, a description.
            • In Set Input Values, set the Record ID Variable.
            • To route conversations to the respective service channels:
              • For voice conversations, select Phone in the Service Channel dropdown.
              • For messaging conversations, select Messaging in the Service Channel dropdown.
            • In the Route To dropdown, select Agentforce Service Agent.
            • In the Agentforce Service Agent dropdown, select the ASA Agent.
            • Save the flow and activate it.
            Route message conversations to an Agentforce Service Agent.
            Route voice conversations to an Agentforce Service Agent.

            See Also

             
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