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Manage Work with Omni Inbox

To accept new work and resume in-progress work, open Omni Inbox in the Salesforce Mobile app.

Required Editions

View supported editions.
User Permissions Needed
To access Omni Inbox in the Salesforce Mobile app: Messaging Agent
  1. Log in to the Salesforce Mobile app with your Salesforce credentials.
  2. To view Omni Inbox, click Menu | All Items | Omni Inbox. If the admin added Omni Inbox as a top item in the app’s navigation, you can also click Omni Inbox at the bottom of this page.
  3. To view work items, change your presence status to indicate that you’re available.
    Note
    Note Only presence statuses where all associated channels are configured for status-based capacity appear in the dropdown.
    The dropdown lists the available presence statuses.
  4. To resume in-progress or paused work, tap the work item in your inbox.
    Work assigned to the agent appears in Omni Inbox.
  5. To accept new work, tap the checkmark (The dropdown lists the available presence statuses.) next to the work item.
  6. To decline work, tap the X next to the work item.
    The X appears only if support reps are allowed to decline a work item, which the admin sets in the presence configuration settings.

See Also