Create service channels

To create a Service Channel for Genesys Cloud Chat 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 as Genesys Cloud Messaging.
4. Select Experience as the Salesforce Object.
5. To automatically minimize the Omni-Channel widget when the agent accepts work, enable the Minimize the Omni-Channel widget when work is accepted check box.
6. Click Save.

To create a Service Channel for Genesys Cloud Email 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 as Genesys Cloud Email.
4. Select Email Experience as the Salesforce Object.
5. (Optional) To allow the agent to answer chat conversations 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.
6. Click Save.