Route Text Messages to Qualified Agents with Omni-Channel Skills-Based Routing
Route chats to agents based on the skills needed to resolve them. Use skills, agent availability, and skill levels to assign text messages to an agent who is right for the job
Where: This change applies to orgs with access to LiveMessage through a Digital Engagement add-on. LiveMessage in Lightning Experience is available in Enterprise, Performance, Unlimited, and Developer editions with the Service Cloud.