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If you have Unite enabled for your Salesforce org, when Salesforce receives a message through a configured channel, Salesforce creates a new case. If your Salesforce org is linked to multiple Vonage Contact Center accounts, you must specify the account that Vonage Contact Center routes a new case to. If you do not define the account to use, Vonage Contact Center cannot route the case and logs an error. If you have only one account, you do not need to perform this task. You must have already created a workflow rule to route new cases to agents. For information on creating a rule that routes cases, see
Creating a workflow rule that routes new cases.
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