If enabled, you can configure Salesforce to create cases corresponding to messages from various sources: email, social media including Twitter and Facebook, SMS, and so on. Using Vonage Contact Center's omni-channel routing feature—Unite—you can configure Vonage Contact Center in Salesforce to route these cases to a Vonage Contact Center skills-based route plan. This route plan then routes the cases to the appropriate agents. For information on skills based routing, see Skills based routing.
Configuration of omni-channel routing includes a combination of workflow rules, standard features, and various custom settings in Salesforce, that tag and route the cases to the defined call flow. At the end of the call flow, the case pops in an agent's ContactPad and Service Cloud window, if used, and the agent's state in ContactPad changes to Busy Inbound.
For information on configuring omni-channel routing, see Configuring Unite.
When Salesforce creates a case, the case is managed by case statuses that either Salesforce changes automatically in response to various actions or the agent changes manually. For information about creating case statuses and then mapping those statuses to and from actions, see Creating case statuses and Mapping actions to and from case statuses.