After you get Omni-Channel all set up for your organization, it’s time to add the Omni-Channel component to the Salesforce classic console so that your service reps can start receiving work.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To set up Omni-Channel: | Customize Application |
Note Omni-Channel works better in Lightning Experience. Try Omni-Channel in Lightning
Experience instead!
The Omni-Channel component appears in the bottom-right corner of the classic console. From there, service reps can change their presence status and triage their incoming work assignments.
Note If your organization uses Chat, you can either use the Chat widget or the
Omni-Channel component to manage chats, but not both. To learn more about managing Chat, see
Migrate from Legacy Live Agent to Omni-Channel for Chat.
- From Setup, enter Apps in the Quick Find box, then select Apps.
- Click Edit next to the classic console app that you want to add the Omni-Channel component to.
- In the Choose Console Components section, add Omni-Channel to your list of selected items.
- Click Save.