---
schema_version: "1"
id: 11fb57a86b57ac59249709013d580651b516c5554bd247b85a3a8a47fbfeb127
title: Understanding the Omni-Channel Component Layout
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_component_layout.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_component_layout.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f98b9cd1c2715a423238556edf80ebbd80efbfce12605ef512b5b748707dce31
description: When you set up your app, you can choose whether the Omni-Channel component appears as a sidebar or in the utility bar at the bottom of your screen. The sidebar and utility-bar versions of the Omni-Channel component have equivalent functionality. However, the sidebar layout is recommended because it provides more screen real estate and is the primary location for future Omni-Channel component features.
products:
  - Service Cloud
release: "264"
---
# Understanding the Omni-Channel Component Layout

When you set up your app, you can choose whether the Omni-Channel component appears as a sidebar or in the utility bar at the bottom of your screen. The sidebar and utility-bar versions of the Omni-Channel component have equivalent functionality. However, the sidebar layout is recommended because it provides more screen real estate and is the primary location for future Omni-Channel component features.

### 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>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note The sidebar layout is available with Enhanced Omni-Channel only.

Regardless of which layout you choose, the Omni-Channel component organizes work items with new work items at the top, in-progress items in the middle, and paused items at the bottom. Within each of those groups, the inbox organizes work items from most recently updated to least, with the most recent ones appearing higher in the list. Open work items are highlighted in yellow and paused work items are highlighted in gray. Updated work items have a blue dot.

This image shows new work (1), selected work that’s paused (2), and work with an update notification (3) in the Omni-Channel component.

![Omni-Channel component for Enhanced Omni-Channel](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_sidebar_open_02b.png)

This image shows the Service Console with the Omni-Channel component opened in the sidebar.

![Opened Omni-Channel component in sidebar view](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_sidebar_open_fullscreen_01.png)

This image shows the same Service Console with the Omni-Channel sidebar view collapsed.

![Pinned Omni-Channel component in sidebar view](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_sidebar_closed_fullscreen_01.png)