Routing inbound conversations to an Agentforce Service Agent (ASA)

What this skill is for

An inbound RoutingFlow is what Omni-Channel runs when a new VoiceCall or MessagingSession arrives, to decide who picks it up. To route the conversation to an Agentforce Service Agent (ASA — the bot/copilot answers first, before any human), the flow's routeWork action uses routingType=Copilot and points at the agent's BotDefinition — plus a REQUIRED fallback queue.

This is the mirror image of the replicating-omnichannel-routing-flows skill:

• That skill = escalation (agent/bot → human queue), routingType=QueueBased, invoked via @utils.escalate.
• This skill = inbound (channel → ASA agent), routingType=Copilot, invoked by the channel's inbound-flow assignment.

Two flows, one per channel: a Voice variant (VoiceCall, sfdc_phone, links VoiceCall.Contact__c) and a Messaging variant (MessagingSession, sfdc_livemessage, links MessagingEndUser.ContactId).

Ready-to-edit, verified templates ship in assets/:

• assets/inbound-asa-voice.flow-meta.xml
• assets/inbound-asa-messaging.flow-meta.xml

Both are ground-truthed from the live, Active CitiBank flows CitiBank_ASA_Inbound_Voice / CitiBank_ASA_Inbound_Messaging.