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service-agentforce-channel-configure

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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-deployment-configure).

skills/service-agentforce-channel-configure/SKILL.md

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Nov 6, 2026
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Apache-2.0

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# service-agentforce-channel-configure: Wire an Agentforce agent to a channel

Adds inbound routing between an existing channel and an existing Agentforce agent. The agent receives work items from the channel; a fallback queue handles overflow when the agent is unavailable.

This skill is generic — it works for any Agentforce agent, not just the Help Agent template.

## Scope

**In scope:**
- 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 agent with the queue as fallback
- 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 address
- Optional outbound escalation: delegating the verified agent-to-human handoff contract to `service-agentforce-human-escalation-configure`