Limitations of Keyboard Shortcuts

Consider the limitations for keyboard shortcuts when you enable and use the shortcuts for quick controls.

• Keyboard shortcuts are only supported in the Enhanced Omni-Channel layouts and aren't available in Standard Omni.
• Make sure that the custom shortcuts don't conflict with shortcuts used by your operating system, browser, or other applications. See Keyboard Shortcuts for Salesforce.
• If you enable the keyboard shortcut feature during an ongoing voice call, the in-call actions won't work for that current call but will be active for all ‌subsequent calls without a page refresh. You can update the shortcut mappings during a live call.
• Keyboard shortcuts are only supported in QWERTY, AZERTY, and QWERTZ keyboard layouts.
• The non-ASCII characters such as emojis, won't function as shortcuts, though these characters can be saved as shortcuts.
• Shortcuts that require the Shift key to produce a special character, such as <, are not supported.
• Keyboard shortcuts always apply to the top-most work item in the inbox. They don't work on work items focused on using tab navigation.
• Enabling shortcuts or updating their mappings during an active call is not supported. Changes must be made before or after handling a work item.
• In-call shortcuts, such as hang-up, don't work while a call is in the connecting state.
• Keyboard shortcuts are not supported for multiparty calls.
• To prevent accidental disconnections, there's a 2-second delay after a call is accepted before the hang-up shortcut can be used. Hang-up option from the softphone or desk phone must be used during this time. There's a similar 2-second delay for accept and decline shortcuts, to prevent accidentally accepting or declining multiple work items in the inbox.
• Keyboard shortcuts aren't supported when using a desk phone.