---
schema_version: "1"
id: 20c340601e85917d2a86ad2bf0ec0a2483c4647c3378e9d9e51d29c016048523
title: Manage Work with Omni Inbox
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_omni_inbox_manage_work.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_omni_inbox_manage_work.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a63860dc149fb8c4de905af72ddc079c6cbb68c42f814431025397435b674afc
description: To accept new work and resume in-progress work, open Omni Inbox in the Salesforce Mobile app.
products:
  - Service Cloud
release: "264"
---
# Manage Work with Omni Inbox

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

### 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>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d32153e55">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d32153e55 ">To access Omni Inbox in the Salesforce Mobile app:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d32153e55 ">Messaging Agent</td>

          </tr>
        </tbody>
      </table>

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](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 Only presence statuses where all associated channels are configured for status-based capacity appear in the dropdown.
    
    ![The dropdown lists the available presence statuses.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omni_mobile_status.png)
4. To resume in-progress or paused work, tap the work item in your inbox.
    
    ![Work assigned to the agent appears in Omni Inbox.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omni_mobile.png)
5. To accept new work, tap the checkmark (![The dropdown lists the available presence statuses.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omni_inbox_work_checkmark.png)) 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

- [Download and Log In to the Salesforce Mobile App](https://help.salesforce.com/s/articleView?id=xcloud.salesforce_app_download.htm&type=5&language=en_US)
- [Use the Omni-Channel Component to Work with Customers (Desktop version)](https://help.salesforce.com/s/articleView?id=service.omnichannel_work_with_customers.htm&type=5&language=en_US)
- [Presence Configuration Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_configuration_settings.htm&type=5&language=en_US)