What is service territory for digital channels in Service Cloud?

Service territories in the context of digital channels (as opposed to Field Service Lightning) refer to organisational groupings used to route digital interactions — such as chat and messaging — to the right team based on geography, language, or business unit. In Messaging for In-App and Web, territories can be applied through routing configurations that restrict which agents or queues handle work from specific channels or regions. This ensures, for example, that French-speaking customers are routed to French-speaking agents, or that EMEA cases go to the EMEA support queue. Territories can be combined with skills-based routing for precise, multi-dimensional matching.