Omni-Channel users can complete work from their mobile device. With Omni Mobile, a
mobile version of Omni-Channel, a service rep can set their status and handle work requests from
all enhanced channels, with the exception of Voice. They also receive notifications on their
mobile device about new work, updates to work, and changes to their status. Omni Mobile is part
of the Salesforce mobile app, which can be installed on mobile devices.
Required Editions
- How Does Omni Mobile Work?
A support rep logs in to the Salesforce Mobile app and opens Omni Inbox. When the rep changes their presence status to available, they begin receiving inbound requests from customers and can make outbound contacts. They remain logged in to the Omni-Channel session as long as they don’t log out. Work items assigned to them appear in Omni Mobile until they complete, reassign, or decline them.
- Enable Omni Mobile for Service Reps
Omni Mobile is available with Enhanced Omni-Channel only. To enable service reps to set up Omni Mobile in the Salesforce Mobile app on their mobile devices, complete these steps.
- Limitations for Omni Mobile
Some Omni-Channel desktop features aren’t supported in Omni Mobile.
