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Add the Omni-Channel Component to a Lightning App

Add the Omni-Channel component to your Lightning app to route work to service reps in a flash.

Required Editions

View supported editions.
User Permissions Needed
To set up Omni-Channel: Customize Application

You can set the Omni-Channel component to appear either in a sidebar (recommended) or in the utility bar in a Lightning app. From there, service reps can change their presence status and triage their incoming work assignments.

  1. From Setup in Lightning Experience, enter App Manager in the Quick Find box, then select App Manager.
  2. Click the dropdown next to the app that you want to add Omni-Channel to, then click Edit.
  3. To add the Omni-Channel component as a sidebar (recommended), go to the App Options tab and select Use Omni-Channel sidebar. Skip the next step.
  4. To add the Omni-Channel component in the utility bar:
    1. On the Utility Items tab, click Add Utility Item.
    2. Click Omni-Channel from the list of available items.
  5. Save your work.
Note
Note If you enable both the sidebar layout and utility-bar layout for the Omni-Channel component, only the sidebar layout is functional.