---
schema_version: "1"
id: 54674fa8d094e0b963c0e736cd0a74ca5efac8625799d67bd5b8b3d5f98a197d
title: Set Up Omni-Channel Routing for Chats
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/live_agent_omnichannel_routing.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.live_agent_omnichannel_routing.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: c97fd29c183e207765a55dac708dc50f0fc8f74fdf4f581d4b9ba15c632a483b
description: Chat in Lightning Experience uses Omni-Channel to route incoming chats to your support agents. Before you set up Chat, make sure that Omni-Channel is ready to handle chats with a service channel for chats, a chat queue with an associated routing configuration, and presence statuses that let your agents receive chats. To configure dynamic skill requirements, select the Omni-Channel routing type in Chat Buttons & Invitations and configure skills-based routing rules.
products:
  - Service Cloud
release: "264"
---
# Set Up Omni-Channel Routing for Chats

Chat in Lightning Experience uses Omni-Channel to route incoming chats to your support agents. Before you set up Chat, make sure that Omni-Channel is ready to handle chats with a service channel for chats, a chat queue with an associated routing configuration, and presence statuses that let your agents receive chats. To configure dynamic skill requirements, select the Omni-Channel routing type in Chat Buttons & Invitations and configure skills-based routing rules.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png)

Important

Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat).