Step 6: Configure Messaging Channel

  1. Create or use an existing Enhanced Messaging Channel of your choice as available in Agentforce Contact Center using this learning map.
  2. From Setup, in the Quick Find box, enter Messaging Settings and select Messaging Settings.
  3. Go to Omni-Channel Routing section. From Routing Type, select Omni-Flow.
  4. For Flow Definition, select the flow you created in previous step.
  5. For Fallback Queue, select the appropriate queue.
  6. Click Save.

Omni-Channel Routing configuration with Omni-Flow routing type, Bring Your Own Bot (BYOB) Inbound Routing Flow, and BYOB Fallback Queue

These instructions aren’t applicable for Voice setup. For more information, refer to Agentforce Contact Center.