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service-agentforce-channel-configure

forcedotcom/sf-skills

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).

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安装命令

npx skills add https://github.com/forcedotcom/sf-skills --skill service-agentforce-channel-configure

SKILL.md

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

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