---
schema_version: "1"
id: ff95b2533f2f5dfcb729a61b8c73307bd9da489d87cd08ae734ffb417fca8c0b
title: Keyboard Shortcuts for Quick Controls
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omni_keyboard_shortcuts.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omni_keyboard_shortcuts.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 0118b45981d1d32ee4e4fc78a5a8a7e05b7da2ffeb3a0a09e96077f70a416ea9
description: Configure and use customized keyboard shortcuts for quick Omni-Channel actions such as accepting, declining, and ending work items. Reps can configure their own shortcuts for key actions directly within the Enhanced Omni-Channel utility. Keyboard shortcuts can be configured and used even if the rep’s phone type is a desk phone.
products:
  - Service Cloud
release: "264"
---
# Keyboard Shortcuts for Quick Controls

Configure and use customized keyboard shortcuts for quick Omni-Channel actions such as accepting, declining, and ending work items. Reps can configure their own shortcuts for key actions directly within the Enhanced Omni-Channel utility. Keyboard shortcuts can be configured and used even if the rep’s phone type is a desk phone.

 
| Keyboard Shortcut | Function |
| --- | --- |
| Accept/Hangup | Accept work items such as voice calls, messages, and so on. This shortcut is also used to end an active voice call. |
| Decline | Decline work items such as voice calls, messages, and so on. |
| Mute/Unmute | This shortcut toggles mute and unmute for an active voice call. |

- **[Configure Keyboard Shortcuts](https://help.salesforce.com/s/articleView?id=service.omni_configure_shortcuts.htm&release=264.0.0&type=5)**  
    Configure your own keyboard shortcuts for quick controls within the Enhanced Omni-Channel utility.
- **[Limitations of Keyboard Shortcuts](https://help.salesforce.com/s/articleView?id=service.omni_shortcuts_limitations.htm&release=264.0.0&type=5)**  
    Consider the limitations for keyboard shortcuts when you enable and use the shortcuts for quick controls.