Agent skill · forcedotcom
service-agentforce-channel-configure
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).
What it needs
About 11k tokens when loaded.
What this skill does
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 Out of scope: 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 Creating the Voice or Email-to-Case channel infrastructure --- Required inputs Agent DeveloperName and agent label (MasterLabel) — must be an existing, active agent Channel type — one of: Enhanced Chat, Enhanced Messaging (3rd-party), Voice, Email-to-Case Channel identifier — MessagingChannel DeveloperName (Branch A), or the channel name/context (Branches B/C) Target org alias --- Workflow Steps are sequential. …
How to use it
Reference it in AdaL, Claude Code, Cursor or any coding agent — nothing to install:
@skills forcedotcom/service-agentforce-channel-configure--9d8716