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Configure Your Routing Rules
You can use these ways to route work.
Required Editions
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- Basic Routing
Use Omni-Channel to route work from a channel directly to a queue. For example, you can route calls received from a specific phone channel to a specific queue. To specify the queue, edit the contact center channel. - Advanced Routing with Omni-Channel Flows
Omni-Channel Flow brings all the functionality of Omni-Channel within Flow Builder. Use the power and flexibility of Flow Builder to define your routing rules and dynamically route work to the best service rep. Omni-Channel Flow unifies the routing setup for all supported channels, including voice calls, chats, messaging sessions, cases, leads, and custom objects. - Routing with Skills-Based Routing Rules
Create skills-based routing rules to define when to require specific skills when routing work to service reps. For example, define a rule that routes calls about product returns to a service rep who knows how to process returns. - Route Voice Calls with Omni-Channel Unified Routing
Route inbound, outbound, and transfer voice calls alongside other channel types in Salesforce by using Omni-Channel Unified Routing. Unified Routing allows Salesforce to serve as the single system for routing voice calls alongside other channels. Routing takes place in Salesforce instead of in the external telephony or Contact Center as a Service (CCaaS) system.
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