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            Set Up Multiple Agent Record Assignment (Optional)

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            Set Up Multiple Agent Record Assignment (Optional)

            Create an autolaunched flow that routes your Service Assistant agents to specific case types, business units, or other criteria.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Service Assistant for Case and Messaging.
            User Permissions Needed
            To set up multiple Service Assistant agents:

            Customize Application OR System Admin

            AND

            Service Planner Builder permission set
            Note
            Note This section provides the setup steps for the Service Assistant multiple agent feature. Only general details and best practices are included here. For complete details, review the feature reference guidance. See Multiple Agents in Service Assistant.

            This video provides an overview for the multiple agent setup details and applies to both Service Assistant for Case and Messaging. To open the video in full screen, click here.

            This article guides you through creating an autolaunched flow that routes Service Assistant agents to specific record types, business units, record fields, or other criteria and then connecting the flow to Service Assistant in the Setup page. We don't provide a flow template. Multiple agents is supported in both Service Assistant for Case and Messaging.

            Your flow must meet three requirements.

            • It must be autolaunched.
            • It must include a text input variable that receives the record ID.
            • It must include a text output variable that returns the API name of the agent to assign.

            Because every customer's business requirements are different, these steps provide guidance for creating the required variables and adding your flow to the Setup page. We only provide general guidance for setting up the Get Records, Decision, and Assignment elements. You must configure your routing conditions and outcomes to your business requirements.

            If you have an existing record routing flow, you can use it for Service Assistant as long as it's autolaunched and includes the required input and output variables. Go directly to Assign Your Flow to Service Assistant and complete all procedures from there.

            Before you begin, complete these prerequisites.

            • You have an eligibility flow configured and assigned in the Setup page.
            • You have at least two Service Assistant agents created and activated.
            • Gather the API names of each of your agents from the Agent Details Setup page.

            Create Your Flow

            Create an autolaunched flow to assign your agents to specific cases or messaging sessions. Autolaunched is the only supported flow type.

            1. From Setup, go to the Flows Setup page and click New Flow.
            2. Select Autolaunched Flow (No Trigger).
            3. Click Create.

            Create Input and Output Variables

            Create input and output variables for your flow that receive the case data to evaluate and return the agent to assign. The input variable passes the Case Record ID into the flow, and the output variable passes the selected agent's API name back to Service Assistant to assign the agent to the case.

            1. From the Toolbox panel, click New Resource and set these variable settings for the case or messaging session record ID.
              1. Resource Type: Variable
              2. API Name: caseId or messagingsessionID.
              3. Data Type: Text
              4. Enable Available for Input.
            2. Click Done.
            3. Click New Resource and set these settings for the output variable that holds the API Name of the agent to invoke.
              • API Name: BotDefinitionDeveloperName. This is a suggested name.
              • Resource Type: Variable
              • Data Type: Text
              • Enable Available for Output.
            4. Click Done.

            Add a Get Records Element

            Add a Get Records element to retrieve the case record with the input variable.

            1. On the Flow Builder canvas, click + and select Get Records.
            2. From the configuration panel, set these settings.
              1. Enter a name for the element in the Label field, such as Get Case.
              2. From Data source, select Salesforce Object and then select Case or MessagingSession.
              3. Set Field to Case Id or MessagingSessionId.
              4. Set the Operator field to Equals.
              5. Set the Value field to caseId or messagingsessionId.
              6. Optional: To access fields from related records in your routing logic, select Also get related records and choose the relationships you need, like Account or Contact. This makes related record fields available as conditions in your Decision element.
            3. Click Done.

            Configure Your Agent Routing Logic

            Add Decision and Assignment elements to define how cases are routed to your Service Assistant agents. The Decision element evaluates your conditions to determine which outcome path to follow. Each outcome path leads to an Assignment element that sets the output variable to the API name of the target agent. The steps outline the general setup for you to make your specific business requirements.

            1. Add a Decision Element.
              1. From the Flow Builder canvas, under the Get Records Element, click + and select Decision.
              2. Enter a label that describes the criteria you're evaluating, like Check Case Type.
              3. Create an outcome for each routing scenario. For each outcome, define a condition with fields, related record fields, or other flow variables. Set an operator and a value that matches your criteria.
              4. Click Done.
            2. Add an Assignment Element.
              1. Under each outcome branch, click + and select Assignment. Set the variable to your output variable, the operator to Equals, and the value to the API name of the agent for that scenario.
              2. Click Done.
              3. Repeat for each remaining outcome.
            3. Save your flow and click Activate.

            Test Your Flow

            Save, activate, and test your flow to verify that cases route to the correct agent.

            1. From the Flow Builder menu, click Debug.
            2. Enter the record ID for a record that you expect to be assigned to a specific agent.
            3. Click Run.
            4. Verify that it routes to the correct agent.

            Assign Your Flow to Service Assistant

            Connect your flow to Service Assistant in the Setup page and assign a default agent.

            If you have an active Service Assistant implementation before the general availability of the multiple agent feature on June 30, 2026, your existing agent is automatically set as your default agent. You can change your default agent. If you activate and set up Service Assistant after the release date, you must manually set a default agent.

            1. Go to the Service Assistant Setup page.
            2. From the Customize Experience by Object Section, select either the Case or Messaging tab.
            3. In the object tab, go to the Setup Your Agent Assignment section.
            4. From Set the Default Agent section, select a default agent.
            5. From the Define Your Agent Assignment Criteria section, complete these configurations.
              1. Set your flow in the Flow label field.
              2. Set your flow's input variables in the Input Variables Section.
              3. Set your flow's output variables in the Output Variables Section.
            6. Click Save.
            The Setup Your Agent Assignment section with a default agent and an assignment flow set.

            Confirm Your Setup and Troubleshoot Errors

            After assigning your flow, manually test your setup by drafting service plans for records that match the criteria set in your flow.

            Create a new record that matches each routing condition in your flow. Generate a plan summary and review the subagent name shown in the summary text. For example, if you see "Service Plan Available: Order Refund," the assigned agent uses the "Order Refund" subagent.

            If the subagent shown isn't what you expect, review your Decision element conditions and Assignment element values to confirm that they match your routing criteria. When the record doesn't meet the criteria set in your flow, your default agent is automatically assigned to the record. There's no message in the component that indicates the default agent is assigned to the record.

            If you see an error message: “An agent wasn't assigned to the record. Ask your admin to check the agent assignment flow and make sure all agents are activated.” This indicates there's an issue with your agent assignment flow. The issue is due to a general flow error, a timeout, the flow returning an invalid or inactive agent API name, or there being no default agent assigned to the record. Try these troubleshooting steps.

            • Confirm that you have a default agent set in the Set Up Your Agent Assignment section of the Service Assistant Setup page.
            • Check that you have the right flow set in the Set Up Your Agent Assignment section of the Service Assistant Setup page.
            • Review the assignment criteria, and the input and output variables set in your flow.
            • Confirm that you have the right agent API names set in your flow.
            • Test your flow in Debug mode. Enter the record ID of a test case that relates to your routing conditions, and then verify that it routes to the correct agent.
             
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