Summer ’26 Update: Omni-Channel 2.0 Enabled by Default – Impact on Standard Channels

Starting with the Summer ’26 release (262), Salesforce Omni-Channel 2.0 will be enabled by default.

This change will disable the standard Salesforce Omni-Channel functionality, including routing work items for standard channels.

To continue supporting standard channels, the standard Omni-Channel must remain enabled.

If you need to support routing on standard channels and extend standard Omni-Channel capabilities, please contact Salesforce Support to request a backend permission that allows your org to continue using standard Omni-Channel.