---
schema_version: "1"
id: 04a6dc744fb32f98f85d735781432048370af713ed0c8251b1d924aa8d2e0718
title: Set Up Omni-Channel for SMS
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/sales/264-0-0/messaging_for_sales_setup_omni_channel.md
canonical_url: https://help.salesforce.com/s/articleView?id=sales.messaging_for_sales_setup_omni_channel.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 37dde6256758d8859ab5b2d1916bef354283fa9ed5ab7bd4632954b2b0a1331f
description: 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.
products:
  - Sales Cloud
  - Cross Cloud
  - Service Cloud Voice
release: "264"
---
# 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.](https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US) |
|   |

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d63514e73">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d63514e73 ">to set up Omni-Channel:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d63514e73 ">Customize Application</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d63514e73 ">To modify Permission sets:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d63514e73 ">Manage Profiles and Permission Sets</td>

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1. Set up Omni-Channel. For detailed instructions, see [Enable and Configure Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&type=5&language=en_US).
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](https://help.salesforce.com/s/articleView?id=service.omnichannel_status_based_capacity.htm&type=5&language=en_US).
3. Set Omni-Channel to Enhanced mode. For detailed instructions, see [Upgrade Standard Omni-Channel to Enhanced](https://help.salesforce.com/s/articleView?id=service.omnichannel_upgrade_standard_to_enhanced.htm&type=5&language=en_US).
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](https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_status.htm&type=5&language=en_US).
5. Assign Presence Configurations to SMS users with a permission set. For detailed instructions, see [Set Access to Presence Statuses](https://help.salesforce.com/s/articleView?id=service.omnichannel_set_access_presence_statuses.htm&type=5&language=en_US).
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](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_utility_to_console.htm&type=5&language=en_US).
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](https://help.salesforce.com/s/articleView?id=service.service_presence_create_routing_configuration.htm&type=5&language=en_US) and [Routing Configuration Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_routing_configuration_settings.htm&type=5&language=en_US).
8. Update Omni Channel presence statuses for your custom permission set. For detailed instructions, see [Set Access to Presence Statuses with Permission Sets](https://help.salesforce.com/s/articleView?id=service.omnichannel_set_access_presence_statuses.htm&type=5&language=en_US).