Your requirements include integrating social media channels into Omni-Channel.

Integrating social media channels into Omni-Channel requires a blend of Salesforce capabilities: A. Salesforce Social Studio manages engagement and inquiries across social media platforms.B. Flow Builder allows for the creation of automated processes that respond to social media interactions.C. Omni-Channel routing rules can be configured to direct social media messages to the most appropriate agents based on the content and context.This combination of tools facilitates effective integration and management of social media interactions within a Contact Center environment.

References: https://help.salesforce.com/articleView?id=social_studio.htm