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Chat capacity configuration when Omni-Channel is enabled

Publiseringsdato: May 12, 2026
Beskrivelse

Enabling Omni-Channel does not disrupt existing chat workflows. Salesforce automatically creates a default Presence Configuration mapped to your existing Chat Agent Configuration and assigns all current chat agents to it.

 

Løsning

When you enable Omni-Channel, Salesforce creates a default Presence Configuration for you that corresponds to your Chat Agent Configuration. Salesforce automatically assigns all 20 of your chat agents to the default Presence Configuration. That way, there’s no disruption to your agents’ workflow when you enable Omni-Channel, and they can start accepting chats through the Omni-Channel widget in the console right away.


Note: The chat button must specify 'Omni channel' as the Routing Type and the Routing Configuration must be configured to route work items.
 
See also:

Compare Chat and Omni-Channel Routing for Chats

Create Routing Configurations

Knowledge-artikkelnummer

000387638

 
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Salesforce Help | Article