SOLVD.cloud
Talk through your project
All articlesArticle

Does Agentforce support omni-channel routing

Becca Lough

Businesses need an easy way to manage customer service across different channels like chat, email, and phone. AgentForce helps by using two-way omni-channel routing. This means tasks can move in and out of AgentForce smoothly, keeping everything connected and running well.

What is Two-Way Omni-Channel Routing?

Two-way routing lets tasks move between Omni-Channel and AgentForce. This helps agents handle new tasks quickly and send work back when needed.

"With two-way routing, tasks can move between AgentForce and Omni-Channel easily, making sure no customer request is missed." – Ben Fankhauser, SOLVD Consultant

How to Set Up Omni-Channel Routing in AgentForce

Follow these steps to make AgentForce work with Omni-Channel:

1. Set Up a Messaging Channel

  • Open Messaging Settings in Salesforce Setup.
  • Create a new messaging channel for customer chats.

2. Add an Embedded Service

  • Put an embedded service in your web or mobile app.
  • This lets customers start chats that go through Omni-Channel.

3. Build an Omni-Channel Flow

  • Use Omni-Channel Flow Builder to send messages to an AgentForce service agent.
  • Add the Route Work component to send tasks to the right agent.
"A good Omni-Channel flow makes sure agents get and reply to customer requests quickly." – Ben Fankhauser, SOLVD Consultant

Routing Work from AgentForce to Omni-Channel

To send tasks back from AgentForce to another agent:

  • Make an outbound routing flow in Omni-Channel.
  • Set up an input variable for work items.
  • Use the Route Work block to send tasks to the right agent.

Make sure to assign this flow to your AgentForce service agent in their settings.

Testing the Routing System

  1. Set your status to available in Omni-Channel.
  2. Start a test messaging session.
  3. Check if the system routes tasks between Omni-Channel and AgentForce.
  4. Ask for a live agent and make sure the system transfers correctly.

Why Use AgentForce for Omni-Channel Routing?

  • Smooth communication across all service channels.
  • Faster replies with smart routing.
  • Better task management for agents.

Try AgentForce Today!

Omni-Channel routing with AgentForce helps businesses give better, faster customer support. Want to see it in action? Visit SOLVD.cloud to learn more!