---
schema_version: "1"
id: 3610aafa3ed98cdad990dde88dde1187bec5f072dfffe6a01395a3ce9452fbd4
title: Streamline Remote Support by Routing Visual Remote Assistant via Omni-Channel
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_fieldservice_262_vra_omnichannel_for_vra.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_fieldservice_262_vra_omnichannel_for_vra.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: c976779ccf679274a8630ba86793d617527eee0cd8df62ee95c4b59b5087407d
description: Improve workload distribution efficiency by managing VRA sessions within the unified Omni-Channel workflow. By integrating VRA, Omni-Channel uses real-time presence and capacity tracking to support call center rep availability and route sessions only to those with the capacity to handle them. Call center reps can handle these live video interactions through their standard workflow, providing a better customer experience.
products:
  - Cross Cloud
release: "262"
---
# Streamline Remote Support by Routing Visual Remote Assistant via Omni-Channel

Improve workload distribution efficiency by managing VRA sessions within the unified Omni-Channel workflow. By integrating VRA, Omni-Channel uses real-time presence and capacity tracking to support call center rep availability and route sessions only to those with the capacity to handle them. Call center reps can handle these live video interactions through their standard workflow, providing a better customer experience.

**Where:** This feature is available in Lightning Experience in Enterprise, Unlimited, and Developer editions with the Field Service managed package, Visual Remote Assistant installed, and Omni-Channel enabled. Application sharing is supported on Android and iOS, depending on OS capabilities.

**How:** Go to the App Launcher and search for Visual Remote Assistant Configuration. Select and enable **Omni-Channel Enablement**. Set up Omni-Channel routing, queues, and presence. VRA sessions are routed through Omni-Channel and the call center rep presence and capacity is automatically updated during active sessions.

#### See Also

- [_Salesforce Help_: Set Up Omni-Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_intro.htm&language=en_US)
- [_Salesforce Help_: Set Up Visual Remote Assistant for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_intro_visual_assistance.htm&language=en_US)