To access Omni Inbox in the Salesforce Mobile app:
Messaging Agent
Log in to the Salesforce Mobile app with your Salesforce credentials.
To view Omni Inbox, click Menu | All Items | Omni Inbox. If the admin added Omni Inbox as a top item in the app’s navigation, you
can also click Omni Inbox at the bottom of this page.
To view work items, change your presence status to indicate that you’re
available.
Note Only presence statuses where all associated channels are configured for
status-based capacity appear in the dropdown.
To resume in-progress or paused work, tap the work item in your inbox.
To accept new work, tap the checkmark () next to the work item.
To decline work, tap the X next to the work item.
The X appears only if support reps are allowed to decline a work item, which the admin
sets in the presence configuration settings.
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