Universal Containers would like to route SMS text messages to a service rep from an Agentforce Service Agent. Which Service Channel should the company use in the flow to ensure it's routed properly?

Live Agent is the service channel for browser-based web chat (Live Chat) sessions, not SMS messaging, so selecting it would cause a channel type mismatch and prevent proper routing.

Route Work Action is a Flow action element used to initiate routing of a work item, not a service channel - it depends on a correctly configured service channel and cannot itself define how SMS messages are classified in Omni-Channel.

The Messaging service channel in Salesforce is the designated channel type for all digital messaging interactions, including SMS. When an Agentforce Service Agent escalates or transfers an SMS conversation, the flow must reference the Messaging service channel so Omni-Channel correctly identifies the work item type and routes it to a qualified service rep. Using any other channel would cause a mismatch between the interaction medium and the routing configuration.