Set up the external routing configuration in Salesforce Service Cloud

Create a Service Channel for Messaging:

1. On the Setup Home page, search for Service Channels in the Quick Find box and select Service Channels. The Service Channels page opens. 
2. Click New.
3. Enter the Service Channel Name. For example, Genesys Cloud Messaging.
4. Select Messaging or Case as the Salesforce Object.
5. To minimize the Omni-Channel widget automatically when the agent accepts work, enable the Minimize the Omni-Channel widget when work is accepted check box.
6. (Optional) To allow the agent to answer message interactions automatically, enable the Automatically accept work requests check box. On enabling, it configures all agents using this Service Channel. For more information, see Create presence user and routing configurations.
7. Click Save.

Create a presence status for messaging and assign the service channel created for messaging:

1. On the Setup Home page, search for Presence Status in the Quick Find box and select Presence Statuses. The Presence Statuses page opens. 
2. Click New.
3. Enter the Status Name. For example, Available for Messaging.
4. Under the Service Channels section, select the service channel created for messaging and move to Selected Channels.
5. Click Save.

To manage incoming interactions in Salesforce, create a routing configuration:

1. On the Setup Home page, search for Routing Configurations in the Quick Find box and click Routing Configurations.
2. Click New.
3. Under the Basic Information section, enter the Routing Configuration Name.
4. Under the Routing Settings section:
   
   1. Enter 1 as the Routing Priority.
   2. Choose External Routing as the Routing Model.
5. Click Save.

To manage the distribution of work among your agents, create a queue in Salesforce:

1. On the Setup Home page, search for Queues in the Quick Find box and click Queues.
2. Click New.
3. Enter the following details for the queue:
   1. Label – Enter a name for the queue.
   2. Routing Configuration – Select the routing configuration created for external routing.
   3. Supported Objects – Select the Salesforce objects that the queue can handle. For example, Cases and Messaging Sessions.
4. Assign the members to the queue.
5. Click Save.

By setting up this queue and associating it with the external routing configuration, you ensure that the interactions routed to this queue are managed according to the defined priorities and models. This setup streamlines the process of handling incoming interactions, allowing for efficient distribution among agents.