You are here:
Enable and Configure Omni-Channel
Enable Omni-Channel to let service reps manage their work in different service channels from the same app. Then turn on Omni-Channel features based on your business needs.
Required Editions
| View supported editions. |
Standard Omni-Channel is retired with the Summer ’26 release. To make sure that your users maintain their routing workflows and gain access to the latest features, Salesforce automatically upgrades your org to Enhanced Omni-Channel during the Summer '26 release rollout. Enhanced Omni-Channel provides the latest capabilities for service reps and supervisors. See upgrade Standard Omni-Channel to Enhanced.
Omni-Channel is available with the Agentforce Service (formerly Service Cloud) product license or any of these add-on licenses: Digital Engagement, Enhanced Chat, Salesforce Voice (formerly Service Cloud Voice) with Amazon Connect or Partner Telephony, or Workforce Management.
| User Permissions Needed | |
|---|---|
| To set up Omni-Channel: | Customize Application |
- From Setup, enter Omni-Channel Settings in the Quick Find box, then select Omni-Channel Settings.
-
Enable Omni-Channel and its features, and save your changes.
Setting What You Use It For Enable Omni-Channel Route incoming work items from different service channels to the most qualified, available support service reps in your contact center. Allow supervisors to monitor the contact center, service rep workloads, and the statuses of work items from one place–Command Center for Service. Enable Skills-Based and Direct-to-Agent Routing Route work to a specific service rep or a service rep with specific skills. See Enable Skills-Based Routing or Route Work Items Directly to a Specific Support Rep. Enable Secondary Routing Priority Move a work item forward in a queue over older items and resolve conflicts across queues for items with the same routing configuration priority. In a queue, priority is determined by how long the work item has been waiting—first in, first out. However, while a work item is pending in the queue, new work can come in that is more urgent. See Set Up Secondary Routing Priority. Enable Status-Based Capacity Model Measure service rep capacity based on the status of accepted work rather than the open tabs and sessions. If service reps are unavailable, their work remains assigned, and reflected in their capacity, until the work is completed or reassigned. See Set Up a Status-Based Capacity Model. Define login behavior when a service rep using Omni-Channel opens a new window or tab Each service rep can be logged in to only one Omni-Channel session at a time. For example, if a service rep is logged in to Omni-Channel on one browser tab, logging in to Omni-Channel in a second tab terminates their active session, and they lose all in-progress work.
To define the behavior when a service rep opens Omni-Channel on another tab or window, select one of these options.
- Automatically log agents in to Omni-Channel in the new window or tab. In this case, service reps are logged out of the original sessions, terminating any in-progress work.
- Warn agents in a popup that open tab-based work will be terminated. In this case, the service rep can choose which Omni-Channel session to log in to.
- Don’t automatically log agents in to Omni-Channel on a new window or tab (Recommended). In this case, the service rep remains logged in to the original session, ensuring that any in-progress work isn’t terminated. The service rep isn’t logged into the new session.
When Omni-Channel Fallback Mode is enabled, this login setting is ignored. In this case, the Don’t automatically log agents in to Omni-Channel on a new window or tab option is always used.
The in-progress work that is terminated upon logging in to a new window or tab includes active voice calls. When on-call service reps open Omni-Channel on another tab or window, call information does not appear in the new instance.
Enhanced Omni-Channel Routing Enable Enhanced Omni-Channel Routing to access the latest features, including monitoring Agentforce agents, Omni Mobile, Omni Wallboard, one inbox for all channels, custom tabs and actions in Command Center for Service, and Omni Sidebar for service reps. We don’t develop new features for Standard Omni-Channel anymore.
Before you turn on this option, review the considerations and prerequisites in Upgrade Standard Omni-Channel to Enhanced.
-
Set up your service channels to route work from them.
For example, to use Omni-Channel to route messaging sessions to service reps, you must enable Messaging.
