If you have ContactWorld Unite enabled Unite enabled for your Salesforce org, when Salesforce receives a message through a configured channel, Salesforce creates a new case. Salesforce then uses a workflow rule that routes the case to a route plan defined in Interaction Architect. For information on creating a workflow rule that routes cases to a route plan, see Creating a workflow rule that routes new cases. The route plan routes the case to the appropriate agent and the case appears in the agent's ContactPad.
...