To use existing Customer Service Hub queues with Omnichannel for Customer Service, it is essential to enable the queue for Automatic Distribution. This setting is crucial because it allows the Omnichannel system to intelligently distribute incoming messages among agents based on the defined routing rules and the availability of the agents in the queue.
By enabling Automatic Distribution, you ensure that conversations initiated through the Omnichannel service can be properly assigned to agents who are most qualified and currently available, facilitating a smoother customer service experience. This configuration is particularly important in a multi-channel support environment to streamline operations and manage workloads effectively.
Other options do not directly support the integration of queues with the functionality needed for Omnichannel purposes. For instance, leaving the configuration as is would not facilitate automatic routing, configuring an incoming email address is not specifically relevant to Omnichannel interactions, and setting the queue as a private queue does not enhance its functionality for the Omnichannel experience. Thus, enabling it for Automatic Distribution is the correct approach.