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.
Required Editions
| User Permissions
Needed |
| To set up Omni-Channel: |
Customize Application |
Enhanced Omni-Channel doesn’t support standard channels, including standard
Messaging or Chat. Similarly, Standard Omni-Channel doesn’t support enhanced channels.
Salesforce orgs created after Summer '23 have Enhanced Omni-Channel on by default.
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In the Quick Find box under Setup, enter Omni-Channel Settings,
and then select Omni-Channel Settings under Process
Automation.
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To upgrade from Standard to Enhanced Omni-Channel, turn on Enhanced
Omni-Channel Routing.
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Save your changes.
To use standard channels after you turn on Enhanced Omni-Channel, turn off Enhanced
Omni-Channel Routing, and then refresh your channel list on the Messaging Settings page. If
you turn off Enhanced Omni-Channel, to continue working, service reps must log out, refresh
the browser, clear the cache, and then log back into the Omni-Channel component. The
supervisors must refresh the Command Center for Service screen.
