Create a Messaging for In-App and Web channel and connect it to routing so a real conversation can reach an agent. This assumes you have a Service Cloud org with Messaging available and a user who can edit Setup.
- Enable the foundation
Turn on Omni-Channel, then create or confirm a service channel that supports the Messaging Session object and a queue that will hold messaging work. Without these, a channel has nowhere to route conversations.
- Create the channel
In Setup, open Messaging Settings, click New Channel, choose Messaging for In-App and Web, and give it a clear Channel Name and Developer Name. For a web channel, enter the domain where customers will chat.
- Build the routing flow
Create an Omni-Channel flow with a Route Work action. Set the service channel to Messaging and choose the target: a queue, a user, a bot, or skills. Attach the flow to the channel so inbound sessions follow it.
- Generate the deployment
Create an Embedded Service deployment (or wire the mobile SDK) tied to the channel. Configure branding, the pre-chat form, and business hours here, then publish the snippet for your web or app team.
- Grant access and test
Assign agents a permission set that includes Messaging, set their Omni presence to available, and run an end-to-end test conversation to confirm it routes and appears in the agent widget before going live.
Pick Messaging for In-App and Web for embedded chat, or a third-party type such as WhatsApp or Apple Messages for Business, which each require an external provider account first.
In the Omni-Channel flow, route to a queue, a single user, a bot, or skills-based assignment depending on how your team is staffed.
Optionally place an Agentforce agent or Einstein Bot as the first responder, escalating to a human queue only when needed, and carry context across the handoff.
Decide how long Messaging Session and Conversation Entry data is kept, aligned to your compliance requirements rather than the default.
- A channel without a working routing flow and a staffed queue leaves conversations unanswered, so always test the full path before publishing.
- Third-party channels like WhatsApp need provider approval that can take days; start those external requests well before your go-live date.
- The Developer Name is referenced by metadata and automation, so changing it later can break dependent flows and integrations.
- Enhanced messaging components are shared between bots and agents; editing one changes it everywhere it is used.