---
schema_version: "1"
id: 2a45f4342e07d4028b52f30ab32f46af16873f1d48a05b51997b80f3b4ebdafc
title: Enable and Configure Omni-Channel
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_enable.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 080e3d9ea2fbcb479dfa02d747ab597a230bfd24eb0f01529a29fb8cbb6fe006
description: Enable Omni-Channel to let service reps manage their work in different service channels from the same app. Then turn on Omni-Channel features based on your business needs.
products:
  - Service Cloud
release: "264"
---
# Enable and Configure Omni-Channel

Enable Omni-Channel to let service reps manage their work in different service channels from the same app. Then turn on Omni-Channel features based on your business needs.

### 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>

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

Important

Standard Omni-Channel is retired with the Summer ’26 release. To make sure that your users maintain their routing workflows and gain access to the latest features, Salesforce automatically upgrades your org to Enhanced Omni-Channel during the Summer '26 release rollout. Enhanced Omni-Channel provides the latest capabilities for service reps and supervisors. See upgrade [Standard Omni-Channel to Enhanced](https://help.salesforce.com/s/articleView?id=service.omnichannel_upgrade_standard_to_enhanced.htm&language=en_US&type=5).

Omni-Channel is available with the Agentforce Service (formerly Service Cloud) product license or any of these add-on licenses: Digital Engagement, Enhanced Chat, Salesforce Voice (formerly Service Cloud Voice) with Amazon Connect or Partner Telephony, or Workforce Management.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d192590e70">User Permissions
              Needed</th>
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        <tbody>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e70 ">To set up Omni-Channel:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e70 ">Customize Application</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 To use Omni-Channel Settings, allow cdn.jsdelivr.net. If that domain is blocked, the page or Enhanced Omni-Channel setting fails. See [Omni-Channel Settings — External CDN Communication Required for Enhanced Omni-Channel](https://help.salesforce.com/s/articleView?id=005232668&type=1&language=en_US).

1. From Setup, enter Omni-Channel Settings in the Quick Find box, then select **Omni-Channel Settings**.
2. Enable Omni-Channel and its features, and save your changes.
    
    <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
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                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d192590e133">Setting</th>
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d192590e136">What You Use It For</th>
              </tr>
            </thead>
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                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e133 ">Enable Omni-Channel</td>

                <td data-label="What You Use It For" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e136 ">Route incoming work items from different service channels to the most
                  qualified, available support service reps in your contact center. Allow
                  supervisors to monitor the contact center, service rep workloads, and the
                  statuses of work items from one place–Command Center for Service. </td>

              </tr>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e133 ">Enable Skills-Based and Direct-to-Agent Routing</td>

                <td data-label="What You Use It For" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e136 ">Route work to a specific service rep or a service rep with specific skills.
                  See <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_enable.htm&amp;release=264.0.0&amp;type=5" title="To route work to service reps with specific skills, enable skill-based routing.">Enable Skills-Based Routing</a> or
                  <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_route_to_specific_agent.htm&amp;release=264.0.0&amp;type=5" title="Automatically route work items directly to a support rep using Direct-to-Agent routing.">Route Work Items Directly to a Specific Support Rep</a>.
                </td>

              </tr>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e133 ">Enable Secondary Routing Priority</td>

                <td data-label="What You Use It For" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e136 ">Move a work item forward in a queue over older items and resolve conflicts across
                  queues for items with the same routing configuration priority. In a queue, priority is
                  determined by how long the work item has been waiting—first in, first out. However, while
                  a work item is pending in the queue, new work can come in that is more urgent. See <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_secondary_routing_priority.htm&amp;release=264.0.0&amp;type=5" title="Let your support reps tackle the right cases first with secondary routing priority.">Set Up Secondary Routing Priority</a>.</td>

              </tr>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e133 ">Enable Status-Based Capacity Model</td>

                <td data-label="What You Use It For" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e136 ">Measure service rep capacity based on the status of accepted work rather
                  than the open tabs and sessions. If service reps are unavailable, their work
                  remains assigned, and reflected in their capacity, until the work is completed
                  or reassigned. See <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_status_based_capacity.htm&amp;release=264.0.0&amp;type=5" title="Measure service rep capacity more accurately with the status-based capacity model. With this model, Omni-Channel determines service rep capacity based on the status of accepted work rather than the open tabs and sessions. If service reps are unavailable or close their work tabs, their work remains assigned and applied to their capacity until the work is completed or reassigned. Service reps can also pause work to be completed later. In contrast, the tab-based capacity model releases a service rep's capacity when a work tab is closed in the service console.">Set Up a Status-Based Capacity Model</a>.</td>

              </tr>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e133 ">Define login behavior when a service rep using Omni-Channel opens a new
                  window or tab</td>

                <td data-label="What You Use It For" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e136 ">
                  <p>Each service rep can be logged in to only one Omni-Channel session at a time.
                    For example, if a service rep is logged in to Omni-Channel on one browser tab,
                    logging in to Omni-Channel in a second tab terminates their active session,
                    and they lose all in-progress work.</p>
                  <p>To define the behavior when a service rep opens Omni-Channel on another tab
                    or window, select one of these options.</p>
                  <ul>
                    <li><strong class="uicontrol">Automatically log agents in to Omni-Channel in the new window
                        or tab</strong>. In this case, service reps are logged out of the
                      original sessions, terminating any in-progress work.</li>

                  </ul>
                  <ul>
                    <li><strong class="uicontrol">Warn agents in a popup that open tab-based work will be
                        terminated</strong>. In this case, the service rep can choose which
                      Omni-Channel session to log in to.</li>

                  </ul>
                  <ul>
                    <li><strong class="uicontrol">Don’t automatically log agents in to Omni-Channel on a new
                        window or tab</strong> (Recommended). In this case, the service rep
                      remains logged in to the original session, ensuring that any in-progress
                      work isn’t terminated. The service rep isn’t logged into the new
                      session.</li>

                  </ul>
                  <p>When Omni-Channel Fallback Mode is enabled, this login setting is ignored. In this
                    case, the <strong class="uicontrol">Don’t automatically log agents in to Omni-Channel on a new window or
                      tab</strong> option is always used. </p>
                  <p style="margin-bottom:0;">The in-progress work that is terminated upon logging in to a new window or
                    tab includes active voice calls. When on-call service reps open Omni-Channel
                    on another tab or window, call information does not appear in the new
                    instance.</p>
                </td>

              </tr>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e133 ">Enhanced Omni-Channel Routing</td>

                <td data-label="What You Use It For" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e136 ">
                  <p>Enable Enhanced Omni-Channel Routing to access the latest features,
                    including monitoring Agentforce agents, Omni Mobile, Omni Wallboard, one inbox
                    for all channels, custom tabs and actions in Command Center for Service, and Omni Sidebar
                    for service reps. We don’t develop new features for Standard Omni-Channel
                    anymore.</p>
                  <p style="margin-bottom:0;">Before you turn on this option, review the considerations and
                    prerequisites in <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_upgrade_standard_to_enhanced.htm&amp;language=en_US" target="_blank">Upgrade Standard Omni-Channel to
                      Enhanced</a>.</p>
                </td>

              </tr>
            </tbody>
          </table>
    
    ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png)
    
    Important When Fallback Mode is enabled, you can't downgrade Enhanced Omni-Channel to Standard Omni-Channel because the Enhanced Omni-Channel Routing option is disabled.
3. Set up your service channels to route work from them.
    
    For example, to use Omni-Channel to route messaging sessions to service reps, you must [enable Messaging](https://help.salesforce.com/articleView?id=livemessage_enable.htm&language=en_US).

#### See Also

- [Knowledge Article: How to Resolve Connectivity Issues](https://help.salesforce.com/s/articleView?id=002232058&type=1&language=en_US)
- [Compare Standard and Enhanced Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_std_vs_enhanced.htm&release=264.0.0&type=5 "Review the differences between Standard Omni-Channel and Enhanced Omni-Channel. Enhanced Omni-Channel is the recommended version.")
- [Upgrade Standard Omni-Channel to Enhanced](https://help.salesforce.com/s/articleView?id=service.omnichannel_upgrade_standard_to_enhanced.htm&release=264.0.0&type=5 "If you’re using Standard Omni-Channel, upgrade to Enhanced Omni-Channel to unlock all the advanced Omni-Channel features and capabilities. Enhanced Omni-Channel supports a wider range of service channels, including Voice, Case, and Enhanced Messaging. All of the latest Omni-Channel features are developed for Enhanced Omni-Channel only. For example, unlike Standard Omni-Channel, Enhanced Omni-Channel supports Agentforce agents, Omni Mobile, Omni Wallboard, one inbox for all channels, custom tabs and actions in Command Center for Service for supervisors, and Omni Sidebar for reps.")
- [Create Service Channels](https://help.salesforce.com/s/articleView?id=service.service_presence_create_service_channel.htm&language=en_US)
- [Digital Engagement for Sales Cloud](https://help.salesforce.com/s/articleView?id=service.omnichannel_std_vs_enhanced.htm&release=264.0.0&type=5 "Review the differences between Standard Omni-Channel and Enhanced Omni-Channel. Enhanced Omni-Channel is the recommended version.")