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            Set Up Omni-Channel for SMS

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            Set Up Omni-Channel for SMS

            SMS Messaging for Sales relies on Salesforce Omni Channel to route incoming messages to the right sales rep. Set up Omni Channel to route messages directly to and from reps.

            Required Editions

            REQUIRED EDITIONS
            View supported editions.
             
            User Permissions Needed
            to set up Omni-Channel: Customize Application
            To modify Permission sets: Manage Profiles and Permission Sets
            1. Set up Omni-Channel. For detailed instructions, see Enable and Configure Omni-Channel.
            2. In Omni-Channel settings, turn on Enhanced Omni Channel and Enable Status Based Capacity. For detailed instructions, see Set Up a Status-Based Capacity Model.
            3. Set Omni-Channel to Enhanced mode. For detailed instructions, see Upgrade Standard Omni-Channel to Enhanced.
            4. Create presence statuses for your sales reps. Presence statuses let reps indicate when they are online and available for messages. You can name your presence statuses in any way that makes sense for your team. You can also choose to edit the default presence configuration. When first configuring presence settings, we recommend setting the Capacity to 100. For detailed instructions, see Create Presence Statuses.
            5. Assign Presence Configurations to SMS users with a permission set. For detailed instructions, see Set Access to Presence Statuses.
            6. Add the Omni Inbox component to the Sales or Sales Engagement apps. For detailed instructions, see Add the Omni-Channel Component to a Lightning App.
            7. Add a routing configuration for Omni-Channel. We recommend using the same routing configuration for all users and that you set the Units of Capacity for In-Progress Work Items to 1. For detailed instructions, see Create Routing Configurations for Your Queues and Routing Configuration Settings.
            8. Update Omni Channel presence statuses for your custom permission set. For detailed instructions, see Set Access to Presence Statuses with Permission Sets.
             
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