domains / families / business / service-agentforce-channel-configure

service-agentforce-channel-configure

authentic

Wires an existing, active Agentforce agent to a channel by resolving a fallback queue, setting up inbound routing (either PATCH SessionHandlerId on the MessagingChannel, or an inbound RoutingFlow for Voice/Email), and optionally configuring outbound escalation. Use when the user wants to add a channel to an existing agent, connect an agent to a messaging or voice channel, route Voice or Email-to-Case to an Agentforce agent, or set up a fallback queue for an agent channel. Also applies to an existing Help Agent. The channel infrastructure must already exist — this skill adds routing. DO NOT TRIGGER when the agent does not yet exist or still needs Help Agent setup (use agentforce-generate or service-helpagent-coordinate), when setting up Email-to-Case with an agent end-to-end (use service-email-to-case-configure), when creating the MessagingChannel itself (use service-digital-engagement-channel-configure), or when creating an Embedded Service Deployment (use service-digital-engagement-d…

When to use

• Resolving or creating a fallback queue with the correct `QueueSobject` SobjectType
• Branch A (Enhanced Chat / Enhanced Messaging): deploying `sessionHandlerType=AgentforceServiceAgent` + `sessionHandlerQueue` on an existing MessagingChannel, then binding `SessionHandlerId` via Data API PATCH
• Branch B (Voice): assumes the phone number and `PstnVoice` MessagingChannel already exist (provisioned by the caller, e.g. `service-helpagent-coordinate`), then creating an inbound RoutingFlow (`routingType: Copilot`) that routes to the ag…
• Branch C (Email-to-Case): inbound routing via direct case-owner assignment or an Omni-Channel RoutingFlow, plus deploying a `BotEmailDefinition` (Email Configuration) that links the agent to Service Email and binding it to the routing addr…
• Optional outbound escalation: delegating the verified agent-to-human handoff contract to `service-agentforce-human-escalation-configure`
• Creating the agent — use `agentforce-generate` or `service-helpagent-coordinate`
• Creating the MessagingChannel — use `service-digital-engagement-channel-configure`
• Creating the Embedded Service Deployment — use `service-digital-engagement-deployment-configure`

When not to use

• agent does not yet exist
• agent still needs Help Agent setup
• setting up Email-to-Case with an agent end-to-end
• creating the MessagingChannel itself
• creating an Embedded Service Deployment
• creating the Voice or Email-to-Case channel infrastructure

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