---
schema_version: "1"
id: 2515a34bc789b8c07dc1247baf92fcca1e36f83be48753cfe0b56290bff9bb7a
title: Basic Routing
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_route_work_to_queue.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_route_work_to_queue.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 6e5ef04ecf4a43db97478eb443f195fd6b3a91eb45e51ff757906b0d8cb1e6df
description: Use Omni-Channel to route work from a channel directly to a queue. For example, you can route calls received from a specific phone channel to a specific queue. To specify the queue, edit the contact center channel.
products:
  - Service Cloud
release: "264"
---
# Basic Routing

Use Omni-Channel to route work from a channel directly to a queue. For example, you can route calls received from a specific phone channel to a specific queue. To specify the queue, edit the contact center channel.

### 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>

- **[Route Chats to a Queue](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_chats_to_queue.htm&release=264.0.0&type=5)**  
    To route chats, edit the chat button, and then specify the routing method and queue.
- **[Route Calls to a Queue](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_calls_to_queue.htm&release=264.0.0&type=5)**  
    To route calls in a phone channel, edit the contact center channel, and then specify the routing method and queue for the channel.
- **[Route Messages to a Queue](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_messages_to_queue.htm&release=264.0.0&type=5)**  
    To route messaging sessions in a messaging channel, edit the channel, and then specify the routing method and queue for the channel.