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            Upgrade Standard Omni-Channel to Enhanced

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            Upgrade Standard Omni-Channel to Enhanced

            If you’re using Standard Omni-Channel, upgrade to Enhanced Omni-Channel to unlock all the advanced Omni-Channel features and capabilities. Enhanced Omni-Channel supports a wider range of service channels, including Voice, Case, and Enhanced Messaging. All of the latest Omni-Channel features are developed for Enhanced Omni-Channel only. For example, unlike Standard Omni-Channel, Enhanced Omni-Channel supports Agentforce agents, Omni Mobile, Omni Wallboard, one inbox for all channels, custom tabs and actions in Command Center for Service for supervisors, and Omni Sidebar for reps.

            Required Editions

            View supported editions.
            User Permissions Needed
            To set up Omni-Channel: Customize Application

            Enhanced Omni-Channel doesn’t support standard channels, including standard Messaging or Chat. Similarly, Standard Omni-Channel doesn’t support enhanced channels. Salesforce orgs created after Summer '23 have Enhanced Omni-Channel on by default.

            Important
            Important Before you can upgrade to Enhanced Omni-Channel, upgrade the standard service channels, including Chat (Live Agent) and standard messaging channels, to enhanced. If you don’t upgrade them, Enhanced Omni-Channel doesn’t route work items from the standard channels.
            1. In the Quick Find box under Setup, enter Omni-Channel Settings, and then select Omni-Channel Settings under Process Automation.
            2. To upgrade from Standard to Enhanced Omni-Channel, turn on Enhanced Omni-Channel Routing.
            3. Save your changes.

            To use standard channels after you turn on Enhanced Omni-Channel, turn off Enhanced Omni-Channel Routing, and then refresh your channel list on the Messaging Settings page. If you turn off Enhanced Omni-Channel, to continue working, service reps must log out, refresh the browser, clear the cache, and then log back into the Omni-Channel component. The supervisors must refresh the Command Center for Service screen.

            Note
            Note For ‌ease of transition, upgrade from Standard Omni-Channel to Enhanced Omni-Channel when no reps are online.

            See Also

             
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