Standard Omni-Channel Retirement

Salesforce will retire Standard Omni-Channel in Summer ’26. If you're using the standard version, you must upgrade to Enhanced Omni-Channel by that time.

What does this change mean for me? 

Although all preexisting Standard Omni-Channel features are fully supported by the enhanced version, we encourage you to take advantage of the enhanced features as well. To learn more, review Comparison of Standard and Enhanced Omni-Channel. If you do not upgrade, or your org does not automatically get upgraded, then your users will not be able to login to Omni-Channel, and therefore would not be assigned any work by Omni-Channel after this release.

What action can I take? 

You can upgrade your own org at any time. Before you upgrade, test Enhanced Omni-Channel in your sandbox. When you’re ready, turn on Enhanced Omni-Channel in the Omni-Channel settings in your production environment. Upgrading is straightforward and simple.

What happens if I don’t take action?

If you don’t upgrade to Enhanced Omni-Channel by Summer ’26, one of these actions will occur.

• If your Salesforce org runs on Hyperforce and doesn’t have any active standard channels, such as legacy Chat, it will be automatically upgraded to Enhanced Omni-Channel.

• If your org isn’t upgraded, your users won’t be able to log in to Omni-Channel or Omni Supervisor.

How do I identify affected users? 

All Omni-Channel users in your org will be affected. If you need to notify all Omni-Channel users, to identify them, in the Developer Console, join AgentWork records to the users with this query:

SELECT Max(CreatedDate), user.username 

FROM AgentWork
WHERE User.IsActive = true

GROUP BY user.username

This query provides a list of users who have been assigned work in Omni-Channel, along with the date they were most recently assigned work. Alternatively, you can create a report against the AgentWork object and find these users.

If you have any questions, refer to Salesforce Help or contact your Salesforce account team. For a list of all current and past retirements, see Salesforce Product & Feature Retirements. To understand the Salesforce approach to retiring products and features, read our Product & Feature Retirement Philosophy.