A Service Cloud Consultant has deployed a new Agentforce Service Agent. The AI agent is not receiving messages. Which steps did the consultant most…

In Salesforce Service Cloud, an Omni-Channel Flow is the primary mechanism used to route incoming work items, such as messages or chats, to the appropriate destination. For an AI agent (Einstein Bot) to receive a conversation, the flow must be explicitly configured with a "Route to Bot" element that directs the incoming message to that specific bot. If this step is missed, the routing system has no instruction to send the conversation to the AI agent, and it will consequently receive no messages.

B. Configuring the standard Escalation Topic and actions in Agent Builder. This configuration handles the process of transferring a conversation from the bot to a human agent. It is irrelevant if the bot never receives the initial message.

C. Assigning the new AI agent in Embedded Messaging chat component in Experience Cloud site. The Embedded Messaging component is linked to a deployment, which in turn uses an Omni-Channel Flow for its routing logic. The core routing configuration occurs within the flow, not directly in the Experience Cloud component settings.

1. Salesforce Help Documentation, "Route Conversations to a Bot": "Use an Omni-Channel flow to route conversations to your bot. The Route to Bot flow element in Omni-Channel Flow sends the conversation to the bot user that you specify." This directly confirms that the Omni-Channel Flow is the required tool for routing to a bot.

2. Salesforce Help Documentation, "Create an Omni-Channel Flow": This guide details the process of building flows to route work. It illustrates that routing logic, whether to a queue, agent, or bot, is defined within the flow itself. The absence of a correct routing element is a primary cause of work not reaching its intended destination.

3. Salesforce Help Documentation, "Set Up Your First Einstein Bot": The setup process for an Einstein Bot explicitly includes the step of connecting the bot to a channel and configuring routing. The documentation states, "To put your bot to work, connect it to a channel... Then set up routing to send conversations to your bot." This emphasizes the necessity of the routing configuration (Omni-Channel Flow) after the bot is built.