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How to Route Enhanced Chat from Live Agents to Agentforce in Salesforce?
Jul 13, 2026
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0:07
Hello everyone. In this video, we are
0:09
going to see how to transfer Salesforce
0:13
messaging sessions
0:15
in enhanced chat
0:18
from human agent to
0:20
Agent Force Service Agent.
0:24
The use case is usually
0:26
the messaging sessions
0:28
will go to
0:30
Agent Force Service Agent and then
0:33
um if they wanted to talk to human
0:35
agents, then with the help of escalation
0:38
topic, it will get
0:40
transferred to human agents.
0:42
Let's say
0:44
we have a use case where we wanted to
0:46
transfer
0:48
the messaging sessions
0:50
from the human agents to Agent Force
0:52
Service Agent. So, if I'm a human agent
0:54
interacting with a customer, if you
0:56
wanted to transfer that messaging
0:59
session
1:00
to Agent Force Service Agent so that the
1:03
Agent Force Agent can assist them.
1:06
Um in that case, we can make use of
1:10
Omni-Channel flow and then the
1:12
Omni-Channel flow can be invoked by the
1:14
human agent to transfer the messaging
1:17
session to the Agent Force Service
1:18
Agent.
1:19
Let's see a quick demo.
1:23
So, this is my uh
1:25
enhanced chat messaging channel.
1:30
This is the embedded service deployment
1:32
tied to that uh
1:35
messaging channel.
1:36
I'm making use of version one of
1:38
enhanced chat.
1:41
I'm going to test it now.
1:45
As per the messaging channel
1:47
configuration, it will go to the
1:49
messaging session queue.
1:50
If there are any agents available, then
1:53
the agents will get notified and then
1:55
they will be able to accept the work
1:57
item from the Omni-Channel widget.
2:00
So, I'm going to initiate the messaging
2:02
session.
2:08
As an human agent, I'm going to make
2:10
myself available in Omni-Channel.
2:15
I'm able to receive the messaging
2:17
session.
2:27
Okay, I can see that particular
2:29
uh message. Now, as a service rep, I
2:32
wanted to transfer this conversation
2:35
to the Agent for Service Agent. In order
2:37
to do that, I can make use of this
2:39
transfer icon.
2:42
I can select
2:44
flow.
2:46
And in the flow, I'm going to select
2:48
route to Agent Force. This is the
2:50
Omni-Channel flow.
2:54
The Omni-Channel flow transferred the
2:56
session to the Agent Force Service
2:58
Agent.
3:15
So, I'm asking the Agent for Service
3:17
Agent for order cancellation.
3:21
And the Agent Force Agent will respond
3:23
back. So, the human agent was able to
3:26
transfer the session to the Agent Force
3:28
Service Agent. In order to do that,
3:31
in the presence configuration,
3:35
in the transfer,
3:38
I have selected
3:40
the flow so that
3:43
the human agents will be able to invoke
3:45
that Omni-Channel flow from the
3:48
messaging session. So, in order to do
3:50
that.
3:54
In the transfer
4:01
there are multiple flows,
4:02
but I have selected only route to agent
4:04
force flow.
4:07
This particular agent force route to
4:09
agent force flow is an Omni-Channel
4:11
flow,
4:13
which is making use of a route workflow
4:15
element.
4:19
Record ID is an input variable.
4:22
It is case sensitive.
4:23
The service channel is messaging.
4:26
Route to I have selected agent for
4:27
service agent, and then I have selected
4:29
the
4:30
agent for service agent here.
4:34
Since this route to agent force uh
4:37
flow was invoked,
4:39
it uh
4:42
used route workflow element, and then it
4:44
routed the
4:46
uh messaging session
4:48
to the agent for service agent.
4:50
So, if you have a use case where you
4:52
wanted the human agents to transfer the
4:55
messaging session
4:57
um
4:58
to agent for service agent, you can make
5:00
use of uh
5:01
Omni-Channel flow,
5:03
and that flow should be available for
5:06
transfer, so that the agents, whenever
5:08
they click the transfer icon, they will
5:10
be able to select the flow, and then
5:12
they will be able to transfer the
5:13
messaging session to agent for service
5:15
agent.
5:24
Please check the video description. In
5:26
the video description, I have given my
5:28
blog post. From the blog post, you
5:30
should be able to
5:31
see all the steps we discussed in this
5:33
video for your reference.
5:45
I hope it was helpful.
5:56
Thank you for watching.
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