If you have Unite enabled for your Salesforce org, when Salesforce receives a message through a configured channel, Salesforce creates a new case. When Salesforce creates a new case, Vonage Contact Center routes the case to a route plan defined in Interaction Plans Architect. For information on creating a workflow rule that routes cases to a route plan, see Creating a workflow rule that routes new cases. You can use this workflow rule also to set skills on a case that an agent must possess to adequately deal with the case.
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