service-de-channel-routing-configure

# Configuring Channel Routing ## What this skill does Ensures a `MessagingChannel` has valid routing configured before activation. The channel's `SessionHandler` field is a **polymorphic foreign key** (verified against `MessagingChannel.entity.xml`, `domain="Queue, FlowDefinition, User, BotDefinition, AgenticCtxtDecorDefinition"`) — it names *who* the channel routes incoming sessions to. Some targets additionally require a `FallbackQueue` (an Omni-Channel Queue that catches sessions the primary target can't take). These skills create **Enhanced** channels (`PlatformType=Enhanced`, SCRT2). All five SessionHandler domains are writable on Enhanced channels. (A Standard/SCRT1 channel would only accept a Flow as SessionHandler — the server rejects any other domain with "Only flows of type Omni-Channel are supported". These skills never create Standard channels, so that path isn't handled here.) **Where this fits:** the channel is inserted by `service-de-channel-create` (or a per-type leaf); this skill sets routing; `service-de-channel-settings-configure` sets consent; then `service-de-channel-activate` flips it live — activation requires both routing and consent. The `service-de-headless-channel-configure` orchestrator runs all four in sequence. Supported routing types — all set `SessionHandlerId`, some also set `FallbackQueueId`: | Type | SessionHandler target | Id prefix | FallbackQueue | | --- | --- | --- | --- | | **Omni-Channel Queue** | `Group` (Type=Queue) | `00G` | must be **null** | | **Omni-Flow** | `FlowDefinition` (ProcessType=RoutingFlow) | `300` | **required** | | **Agentforce Service Agent (ASA)** | `BotDefinition` (Type=ExternalCopilot) | `0Xx` | **required** | | **Digital Worker** | `AgenticCtxtDecorDefinition` | `1iE` | **required** | | **User** | `User` (with a RoutingConfiguration) | `005` | must be **null** | Provisioning behavior: - **Queue** — pick an existing `MessagingSession`-capable Queue, or create a new Queue + QueueRoutingConfig via Metadata API. - **Flow / ASA / Digital Worker / User** — locate an existing eligible target and PATCH it. These skills do **not** create Flows, bots, digital workers, or users — if none eligible exist, the skill reports the precondition and points the user at Setup. ## Reference File Index | Reference file | Load when | | --- | --- | | `references/queue-creation.md` | The user picked "create a new queue" on the Queue routing path — full Metadata API scaffold → deploy → ID lookup → optional member add. | | `references/target-locate.md` | You need the per-domain SOQL to locate and validate an eligible target (Queue, Flow, ASA, Digital Worker, User) and the FallbackQueue requirement matrix. | | `references/asa-routing.md` | The user picked ASA (Agentforce Service Agent) routing — precondition check, enumerating live ASAs, and selection. | | `references/gotchas.md` | Troubleshooting an unexpected result, or before modifying this skill — the known gotchas. | | `references/worked-examples.md` | You want a reference run of the reuse-existing-queue, create-new-queue, Flow, or ASA paths. | ## When NOT to use this skill - **The channel already has `SessionHandlerId` or `FallbackQueueId` set.** This skill revalidates the existing target before no-op. An ASA must still have a BotUser and an Active BotVersion; otherwise it reports `asa-target-inactive` and does not claim readiness. - **The channel doesn't exist yet.** Run the insertion skill first; this skill expects a real `MessagingChannel.Id`. - **You want to replace existing routing.** Safer to clear `SessionHandlerId` manually in the UI, then re-run this skill. The no-op check is a guardrail, not a limitation worth bypassing automatically. ## Inputs (from caller) - `{CHANNEL_ID}` — a 15- or 18-char `MessagingChannel.Id` (prefix `0Mj`). The channel must already exist. - `{ORG_ALIAS}` — optional; the `sf` CLI target-org alias. Default: whatever `sf config get target-org` returns. All SOQL, PATCH, and Metadata deploys run against this org. ## Output (to caller) One of: **Success — no change needed:** ```json {"ok": true, "noop": true, "routingType": "queue|flow|asa|digital_worker|user", "sessionHandlerId": "00G...|300...|0Xx...|1iE...|005...", "fallbackQueueId": "00G...|null", "targetName": "...", "message": "Routing already configured"} ``` **Success — Queue routing configured:** ```json {"ok": true, "routingType": "queue", "sessionHandlerId": "00G...", "fallbackQueueId": null, "queueName": "...", "queueDeveloperName": "...", "created": true|false} ``` **Success — Flow routing configured:** ```json {"ok": true, "routingType": "flow", "sessionHandlerId": "300...", "fallbackQueueId": "00G...", "flowName": "...", "flowDeveloperName": "...", "created": false} ``` **Success — ASA routing configured:** ```json {"ok": true, "routingType": "asa", "sessionHandlerId": "0Xx...", "fallbackQueueId": "00G...", "asaName": "...", "asaDeveloperName": "...", "botUserId": "005...", "botVersionId": "0X9...", "created": false} ``` **Success — Digital Worker routing configured:** ```json {"ok": true, "routingType": "digital_worker", "sessionHandlerId": "1iE...", "fallbackQueueId": "00G...", "workerName": "...", "created": false} ``` **Success — User routing configured:** ```json {"ok": true, "routingType": "user", "sessionHandlerId": "005...", "fallbackQueueId": null, "userName": "...", "created": false} ``` **Precondition not met:** ```json {"ok": false, "kind": "no-eligible-target", "routingType": "flow|asa|digital_worker|user", "hint": "no eligible <target> found on this org — <how to create one in Setup>, then re-run this skill"} {"ok": false, "kind": "no-fallback-queue", "hint": "Flow/ASA/Digital Worker routing requires a FallbackQueue but no MessagingSession-capable queue exists — create one (Queue routing path) first"} {"ok": false, "kind": "asa-not-supported", "hint": "this org doesn't have BotDefinition (Agentforce not licensed); use Queue routing instead"} {"ok": false, "kind": "standard-channel", "hint": "this is a Standard (SCRT1) channel — only Flow routing is supported; these skills only create Enhanced channels, so this is unexpected"} ``` **Failure:** ```json {"ok": false, "kind": "metadata-deploy-failed", "message": "..."} {"ok": false, "kind": "patch-failed", "message": "..."} {"ok": false, "kind": "verify-failed", "hint": "PATCH returned success but re-read shows SessionHandlerId still null — permission or trigger issue"} ``` The PATCH failure `message` often carries the server-side validation error verbatim (from `MessagingChannelFunctionsHelper.validateSessionHandler`). Surface it — it tells the user exactly which linking rule failed. Common ones: `MissingFallbackQueueForFlowRouting` / `...ForAsaRouting` / `...ForDigitalWorkerRouting` (FallbackQueue required but null), `UnsupportedFallbackQueue` (FallbackQueue set on a Queue/User path where it must be null), `InvalidSessionHandlerFlowType` (Flow isn't ProcessType=RoutingFlow, **or** the channel is Standard/SCRT1), `NoRoutingConfigDefined` (User has no RoutingConfiguration). --- ## Stage 1: Read current routing state Query the channel. If it already has `SessionHandlerId` OR `FallbackQueueId`, no-op. Otherwise, continue. ```bash sf data query --target-org '{ORG_ALIAS}' \ --query "SELECT Id, DeveloperName, SessionHandlerId, FallbackQueueId FROM MessagingChannel WHERE Id = '{CHANNEL_ID}'" \ --json > /tmp/ccr-channel.json ``` Parse with `node -e` or `jq`. If the record is missing — halt with `Error: Channel {CHANNEL_ID} not found — check the id, or run the insertion skill first.` If `SessionHandlerId` is non-null, branch on the Id prefix to figure out what the existing routing target is, then no-op with the right envelope. The prefix maps 1:1 to the SessionHandler domain (verified against `MessagingChannel.entity.xml`). Existing routing is not automatically healthy: the target lookup must return exactly one eligible row before reporting a successful no-op. | Prefix | Domain / Target | Lookup query | routingType | | --- | --- | --- | --- | | `00G` | `Group` (Type=Queue) | `SELECT Id, Name, DeveloperName FROM Group WHERE Id='<sh>' AND Type='Queue'` | `queue` | | `300` | `FlowDefinition` | `SELECT DurableId, Label, ApiName FROM FlowDefinitionView WHERE DurableId='<sh>'` | `flow` | | `0Xx` | `BotDefinition` (ASA) | `SELECT Id, DeveloperName, MasterLabel, AgentType, BotUserId, (SELECT Id, Status FROM BotVersions WHERE Status='Active' LIMIT 1) FROM BotDefinition WHERE Id='<sh>'` | `asa` | | `1iE` | `AgenticCtxtDecorDefinition` (Digital Worker) | `SELECT Id, DeveloperName, MasterLabel FROM AgenticCtxtDecorDefinition WHERE Id='<sh>'` | `digital_worker` | | `005` | `User` | `SELECT Id, Name FROM User WHERE Id='<sh>'` | `user` | ```bash SESSION_HANDLER_ID="$(node -e 'console.log(JSON.parse(require("fs").readFileSync("/tmp/ccr-channel.json","utf8")).result.records[0].SessionHandlerId)')" PREFIX="${SESSION_HANDLER_ID:0:3}" case "$PREFIX" in 00G) sf data query --target-org '{ORG_ALIAS}' --query "SELECT Id, Name, DeveloperName FROM Group WHERE Id = '$SESSION_HANDLER_ID' AND Type = 'Queue'" --json > /tmp/ccr-noop-target.json ;; 300) sf data query --target-org '{ORG_ALIAS}' --query "SELECT DurableId, Label, ApiName FROM FlowDefinitionView WHERE DurableId = '$SESSION_HANDLER_ID'" --json > /tmp/ccr-noop-target.json ;; 0Xx) sf data query --target-org '{ORG_ALIAS}' --query "SELECT Id, DeveloperName, MasterLabel, AgentType, BotUserId, (SELECT Id, Status FROM BotVersions WHERE Status='Active' LIMIT 1) FROM BotDefinition WHERE Id = '$SESSION_HANDLER_ID'" --json > /tmp/ccr-noop-target.json ;; 1iE) sf data query --target-org '{ORG_ALIAS}' --query "SELECT Id, DeveloperName, MasterLabel FROM AgenticCtxtDecorDefinition WHERE Id = '$SESSION_HANDLER_ID'" --json > /tmp/ccr-noop-target.json ;; 005) sf data query --target-org '{ORG_ALIAS}' --query "SELECT Id, Name FROM User WHERE Id = '$SESSION_HANDLER_ID'" --json > /tmp/ccr-noop-target.json ;; *) echo "{\"records\":[{\"Id\":\"$SESSION_HANDLER_ID\"}]}" > /tmp/ccr-noop-target.json ;; esac ``` For an existing ASA (`0Xx`), require a non-null `BotUserId` and one returned `BotVersions` row with `Status='Active'`. If either is missing, return the following failure instead of a successful no-op. Do not clear or replace the channel routing automatically: ```json {"ok":false,"kind":"asa-target-inactive","routingType":"asa","sessionHandlerId":"0Xx...","hint":"The configured Agentforce Service Agent has no BotUser or active BotVersion. Activate the agent in Setup, then re-run routing validation."} ``` For other prefixes, require exactly one target lookup row. Report the success-noop envelope (include the existing `FallbackQueueId` from the Stage 1 read) only after the target-specific eligibility check succeeds, then return. If `FallbackQueueId` is non-null but `SessionHandlerId` is null — still no-op. That's a partially-configured Flow/ASA state; don't touch it, but flag it in the envelope `message` (`"FallbackQueue set but SessionHandler null — incomplete routing, review in Setup"`) since activation will still fail readiness without a SessionHandler. --- ## Stage 2: Confirm the channel is Enhanced, then choose routing type First confirm `PlatformType`. The Stage 1 read didn't include it — add it, or re-query: ```bash sf data query --target-org '{ORG_ALIAS}' \ --query "SELECT Id, PlatformType FROM MessagingChannel WHERE Id = '{CHANNEL_ID}'" --json > /tmp/ccr-platform.json ``` If `PlatformType != 'Enhanced'` (i.e. Standard/SCRT1), only Flow routing is writable. These skills only create Enhanced channels, so a Standard channel here is unexpected — emit `{ok:false, kind:"standard-channel", ...}` and stop rather than guessing. Then ask the user (via a prompt — do NOT auto-pick): ```text The MessagingChannel '{developerName}' ({CHANNEL_ID}) has no routing configured. Which routing type do you want? 1) queue — Omni-Channel queue routing 2) flow — Omni-Flow (RoutingFlow) + fallback queue 3) asa — Agentforce Service Agent (requires Agentforce license) + fallback queue 4) digital_worker — Digital Worker (Agentic) + fallback queue 5) user — Direct to a specific user (requires a RoutingConfiguration on the user) Pick [1-5]: ``` Branch on the user's pick. For every non-queue path, **load `references/target-locate.md`** — it holds the per-domain locate SOQL, eligibility filters, FallbackQueue rules, and exact PATCH shape: - **1 (queue)** — continue to Stage 3-Queue below. - **2 (flow)** — locate an eligible `FlowDefinition` (ProcessType=RoutingFlow, active version) + a FallbackQueue, then Stage 5. - **3 (asa)** — continue to Stage 3-ASA; ASA requires a FallbackQueue too. - **4 (digital_worker)** — locate an eligible `AgenticCtxtDecorDefinition` + a FallbackQueue, then Stage 5.