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            Supported Objects for Omni-Channel

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            Supported Objects for Omni-Channel

            Omni-Channel turbocharges your service reps’ productivity by assigning records to them in real time. But which objects and records does Omni-Channel support?

            Required Editions

            View supported editions.

            Omni-Channel currently supports routing for the following objects and records.

            • Accounts
            • Cases
            • Chats
            • Claims
            • Claim coverages
            • Claim recoveries
            • Contact requests
            • Custom entity data
            • Incidents
            • Leads
            • Live chat transcripts
            • Messaging sessions (Lightning Experience only)
            • Orchestration Work Items
            • Orders
            • Payment requests
            • Person trainings
            • Referrals
            • Social posts
            • SOS video calls (Salesforce Classic only)
            • Swarm members
            • Voice calls
            • Work orders
            • Custom objects that don’t have a primary object

            Contacts and Accounts aren’t routable with Omni-Channel but can be assigned directly to service reps via customer code that creates AgentWork.

            See Also

             
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