AgentforceIntermediatechannelsroutingmessaging
Route agents by channel-specific capabilities
Real World Scenario
WhatsApp users need image upload for damage claims but web chat users do not. One agent config serves all channels today.
Expected Answer
• Define channel capability matrix: media upload, authentication methods, max message length
• Deploy channel-specific agent variants or conditional topic availability
• Omni-Channel routing rules considering channel + intent
• Adapt prompts for shorter messages on SMS vs rich content on web
• Track containment separately per channel—do not aggregate blindly
• Unified analytics with channel dimension for fair comparison
Follow-Up Questions & Answers
Click to expand — each follow-up includes a direct, interview-ready answer
Direct answer: Define channel capability matrix: media upload, authentication methods, max message length Also consider: Deploy channel-specific agent variants or conditional topic availability In practice: Omni-Channel routing rules considering channel + intent Balance speed of delivery with maintainability.
Architect Perspective
Channel parity is a myth—architect for lowest common denominator with channel overlays.