---
schema_version: "1"
id: cd75240428a16a135038f472157ddbb32ff98f23a68faf0653aeb12f21a9498d
title: Support Customers Using the Omni-Channel Component
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_work_with_customers.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_work_with_customers.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 6f72e37955ec53c77b82217b08c37640dc6f029a1e1dc2f606e01cc421278048
description: To begin receiving inbound requests from customers or to make outbound contacts, log in to the Omni-Channel component and update your status to indicate that you're available.
products:
  - Service Cloud
release: "264"
---
# Support Customers Using the Omni-Channel Component

To begin receiving inbound requests from customers or to make outbound contacts, log in to the Omni-Channel component and update your status to indicate that you're available.

### 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>

1. To open the Omni-Channel component:
    
    1. For the sidebar layout, click the Omni-Channel sidebar component ![Omni-Channel component sidebar icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_sidebar_icon_01.png) icon on the left-hand side of the screen.
    2. For the utility-bar version, click **Omni-Channel** in the footer of your screen.
    
    If you don’t see the Omni-Channel component in your app, check with your admin.
2. Click the dropdown menu and select your status.
    
    When you mark your status as available in Omni-Channel, a green dot appears next to your status and you begin receiving work requests, like phone calls. Work items assigned to you appear in the Omni-Channel component until you complete, transfer, or decline them.
3. To accept an incoming work item, click the checkmark button in the Omni-Channel component.
    
    When you accept a work item, the Omni-Channel component shows a timer. The timer shows the duration since the work item was first added to a queue.

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

Tip If your Omni-Channel component loses its connection, it tries to reestablish the connection for two minutes. If it fails, you’re disconnected. To reconnect, update your status.

- **[Understanding the Omni-Channel Component Layout](https://help.salesforce.com/s/articleView?id=service.omnichannel_component_layout.htm&release=264.0.0&type=5)**  
    When you set up your app, you can choose whether the Omni-Channel component appears as a sidebar or in the utility bar at the bottom of your screen. The sidebar and utility-bar versions of the Omni-Channel component have equivalent functionality. However, the sidebar layout is recommended because it provides more screen real estate and is the primary location for future Omni-Channel component features.
- **[Understanding Your Work Capacity](https://help.salesforce.com/s/articleView?id=service.omnichannel_rep_capacity.htm&release=264.0.0&type=5)**  
    Your work capacity determines how many units of work you can handle at a given time. For example, maybe you can handle up to 2 messaging sessions simultaneously or one phone call. Your admin configured capacity for you.
- **[Configure Your Audio Device and Incoming Work Notifications](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable_work_notifications.htm&release=264.0.0&type=5)**  
    If you receive phone calls on the wrong audio device, change the device. Also, to ensure that you don't miss an incoming work item in Omni-Channel, enable audible signals. In case you navigate away from the Omni-Channel component window, set up visual notifications as well.
- **[Keyboard Shortcuts for Quick Controls](https://help.salesforce.com/s/articleView?id=service.omni_keyboard_shortcuts.htm&release=264.0.0&type=5)**  
    Configure and use customized keyboard shortcuts for quick Omni-Channel actions such as accepting, declining, and ending work items. Reps can configure their own shortcuts for key actions directly within the Enhanced Omni-Channel utility. Keyboard shortcuts can be configured and used even if the rep’s phone type is a desk phone.

#### See Also

- [Understand Capacity Models](https://help.salesforce.com/s/articleView?id=service.service_presence_capacity_model.htm&release=264.0.0&type=5 "Omni-Channel determines service rep capacity in one of two ways: Tab-Based or Status-Based.")