---
schema_version: "1"
id: 48b57265479748d403d2caee4f06d552d439d144be2a812166d92ad45448a06d
title: Upgrade Standard Omni-Channel to Enhanced
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_upgrade_standard_to_enhanced.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_upgrade_standard_to_enhanced.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 8a2a3a6328e497b18b0b1f071081482e004768c6f8095c1bc2cdbd3cca0d0ce0
description: 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.
products:
  - Service Cloud
release: "264"
---
# Upgrade Standard Omni-Channel to Enhanced

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><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%">
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        <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="d62551e55">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d62551e55 ">To set up Omni-Channel:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d62551e55 ">Customize Application</td>

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

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.

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png)

Important Before you can upgrade to Enhanced Omni-Channel, upgrade the standard service channels, including Chat (Live Agent) and standard messaging channels, to enhanced. If you don’t upgrade them, Enhanced Omni-Channel doesn’t route work items from the standard channels.

1. In the Quick Find box under Setup, enter Omni-Channel Settings, and then select **Omni-Channel Settings** under Process Automation.
2. To upgrade from Standard to Enhanced Omni-Channel, turn on **Enhanced Omni-Channel Routing**.
3. 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.

![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 For ‌ease of transition, upgrade from Standard Omni-Channel to Enhanced Omni-Channel when no reps are online.

#### See Also

- [Knowledge Article: How to Resolve Connectivity Issues](https://help.salesforce.com/s/articleView?id=002232058&type=1&language=en_US)
- [Compare Standard and Enhanced Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_std_vs_enhanced.htm&release=264.0.0&type=5 "Review the differences between Standard Omni-Channel and Enhanced Omni-Channel. Enhanced Omni-Channel is the recommended version.")
- [Upgrade to Enhanced Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&language=en_US)