---
schema_version: "1"
id: ab297a586ea00d5f138c2b5167f2ff1f9e731ede2887945dbe4fd9122819aaba
title: Provide Customer Support for Real-Time Channels with Omni-Channel
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_agent_support.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_agent_support.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ec196fb847466c2a76daae7396af0338d860f001d370d6a4fb93a7289098b12f
description: Service customers using their preferred means of real-time communication, including phone, messaging, or chat in standard and enhanced channels. You can accept and manage these types of support requests in Omni-Channel. If needed, while helping a customer, you can reach out to your supervisor to get support.
products:
  - Service Cloud
release: "264"
---
# Provide Customer Support for Real-Time Channels with Omni-Channel

Service customers using their preferred means of real-time communication, including phone, messaging, or chat in standard and enhanced channels. You can accept and manage these types of support requests in Omni-Channel. If needed, while helping a customer, you can reach out to your supervisor to get support.

### 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.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

- **[Support Customers Using the Omni-Channel Component](https://help.salesforce.com/s/articleView?id=service.omnichannel_work_with_customers.htm&release=264.0.0&type=5)**  
    To begin receiving inbound requests from customers or to make outbound contacts, log in to the Omni-Channel component and update your status to indicate that you're available.
- **[Get Help from a Supervisor](https://help.salesforce.com/s/articleView?id=service.omnichannel_agent_get_help_from_supervisor.htm&release=264.0.0&type=5)**  
    While servicing a customer on the phone or in a messaging or chat session, you can have a private conversation with your supervisor to get help and escalate issues. Raise a flag to get their attention, and then have a 2-way messaging conversation with them, or request that they join the conversation with the customer.
- **[Reassign Work Manually](https://help.salesforce.com/s/articleView?id=service.omnichannel_agent_reassign_work.htm&release=264.0.0&type=5)**  
    Similar to transferring Voice calls and Messaging sessions, you can reassign routable standard and custom objects to a new routing destination with Omni-Channel. For example, you can reassign a case or lead. Instead of changing the Owner field of the work record, you can reassign the work item to a different queue, service rep, skill, or Omni-Channel flow. When a work item is reassigned, Omni-Channel routes it to the new destination. To improve resolution times and meet SLA goals, Omni-Channel maintains reassigned work item’s priority in the queue. This feature is available with Enhanced Omni-Channel only.
- **[Manage Your Omni-Channel Work While On the Go](https://help.salesforce.com/s/articleView?id=service.omnichannel_manage_work_on_the_go.htm&release=264.0.0&type=5)**  
    With Omni Inbox in Salesforce Mobile, work from anywhere using your mobile device.

#### See Also

- [Help Customers on the Phone](https://help.salesforce.com/articleView?id=voice_agents_call_controls.htm&language=en_US)
- [Add Callers or Transfer Calls](https://help.salesforce.com/s/articleView?id=service.voice_agents_transfer_calls.htm&language=en_US)
- [Transfer a Messaging Session](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_transfer_session.htm&language=en_US)
- [Supported Objects for Omni-Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_supported_objects.htm&language=en_US&type=5)