---
schema_version: "1"
id: 40cf0cc7f32ac72c73f164b37e229acd55bb9a81317a69115dde916f86eff224
title: Create Presence Configurations
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_presence_create_presence_configurations.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_configurations.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a4e25bba113c6af656597c681526d782a768f392b384da75bd44b721d2c1a2c3
description: Presence configurations determine how much work service reps can take on and the Omni-Channel behaviors while they assist customers. In each configuration, define how to handle work requests. Select whether service reps can decline work items and the reasons they can do so. Also, select the Omni-Channel statuses that are assigned to service reps if they miss or decline a work item. Your organization can have multiple configurations for different groups of service reps who support different channels.
products:
  - Service Cloud
release: "264"
---
# Create Presence Configurations

Presence configurations determine how much work service reps can take on and the Omni-Channel behaviors while they assist customers. In each configuration, define how to handle work requests. Select whether service reps can decline work items and the reasons they can do so. Also, select the Omni-Channel statuses that are assigned to service reps if they miss or decline a work item. Your organization can have multiple configurations for different groups of service reps who support different channels.

### 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>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
          <colgroup>
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              <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d159242e61">User Permissions Needed</th>
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              <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e61 ">To set up Omni-Channel:</td>

              <td class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e61 ">Customize Application</td>

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

When you enable Omni-Channel in your organization, Salesforce creates a presence configuration for you, called the Default Presence Configuration. All your service reps are assigned to that configuration automatically. However, you can create a presence configuration and assign individual service reps to it to customize Omni-Channel settings for a subset of your service reps. If you reassign service reps to a custom presence configuration, they’re excluded from the Default Presence Configuration.

1. From Setup, in the Quick Find box, enter Presence, and then select **Presence Configurations**. Then click **New**.
2. Choose the settings for your presence configuration.
3. Click **Save**.
4. Refresh the page and log in to Omni-Channel.

## Presence Configuration Settings

To define the Omni-Channel settings that are assigned to service reps, customize your presence configuration settings.

### Basic Information

These settings configure the basic functionality that’s available to service reps when they’re signed in to Omni-Channel.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
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            <thead class="slds-text-title_caps ">
              <tr class="">
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d159242e162">Setting</th>
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d159242e165">What It Does</th>
              </tr>
            </thead>
            <tbody>
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                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e162 ">Presence Configuration Name</td>

                <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e165 ">
                  <p>Names the presence configuration.</p>
                  <p style="margin-bottom:0;">This configuration name, or a version of
                    it, automatically becomes the Developer Name.</p>
                </td>

              </tr>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e162 ">Developer Name</td>

                <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e165 ">Sets the API name for the configuration.</td>

              </tr>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e162 ">Capacity</td>

                <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e165 ">Determines the service rep’s maximum capacity for work. The size of the work
                  item that you specified in the routing configuration consumes the service rep’s
                  capacity.</td>

              </tr>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e162 ">Interruptible Capacity</td>

                <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e165 ">Sets the maximum amount of interruptible work that a service rep can handle at
                  a time. If this value is blank, it defaults to the same value as the Primary
                  Capacity field.</td>

              </tr>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e162 ">Automatically accept work requests</td>

                <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e165 ">
                  <p>Automatically accepts work assignments that are pushed to a service rep. These
                    work items open automatically in the service rep’s workspace, so the service rep
                    isn’t required to accept them manually from the Omni-Channel component.</p>
                  <p>If Allow
                    Agents to Decline Requests is enabled, you can’t use this setting.</p>
                  <p style="margin-bottom:0;">When this
                    setting is enabled, where the work appears depends on what tabs the service rep
                    has open. For example, if no tabs are open, the work appears automatically in an
                    in-focus tab. If the service rep has tabs open, the work opens in the background.
                    If the service rep has a tab open for the work already, then that tab comes to the
                    forefront. </p>
                </td>

              </tr>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e162 ">Allow agents to decline work requests</td>

                <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e165 ">
                  <p>Allows service reps to decline incoming work items. If Automatically Accept
                    Requests is enabled, service reps can’t decline requests.</p>
                  <p style="margin-bottom:0;">If you configured work to be routed to a specific service rep and that service
                    rep is required, don’t enable this option. When a specific service rep is
                    required, this option isn’t supported.</p>
                </td>

              </tr>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e162 ">Update Status on Decline</td>

                <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e165 ">
                  <p>Automatically changes the service rep’s status to the status that you specify
                    when the service rep declines a work item. By default, the status is set to offline
                    for declined voice calls. Salesforce Voice uses this mechanism to force service reps
                    to reset their status when they’re ready to receive calls again. Otherwise, they
                    could continue to receive and miss calls indefinitely. </p>
                  <p>This setting is available
                    only if Allow Agents to Decline Requests is enabled.</p>
                  <p style="margin-bottom:0;">When you update
                    statuses on declined or missed calls, the service rep’s presence status changes,
                    but their Amazon Connect status remains as Missed. We recommend that you set the
                    presence status to Update to Busy or Offline to keep the service rep's status in
                    sync with Amazon Connect when they decline or miss a call.</p>
                </td>

              </tr>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e162 ">Allow agents to choose a decline reason</td>

                <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e165 ">
                  <p>Allows service reps to choose a reason when declining work assignments.</p>
                  <p style="margin-bottom:0;">This
                    setting is available only if Allow Agents to Decline Requests is
                    enabled.</p>
                </td>

              </tr>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e162 ">Update Status on Push Time-Out</td>

                <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e165 ">
                  <p>Automatically changes the service reps’s status when a work assignment that’s
                    been pushed to them times out. By default, the status is set to offline for missed
                    voice calls. Salesforce Voice uses this mechanism to force service reps to reset
                    their status when they're ready to receive calls again. Otherwise, they could
                    continue to receive and miss calls indefinitely.</p>
                  <p>This setting is available only if
                    Push Time-Out is enabled.</p>
                  <p style="margin-bottom:0;"> When you update statuses on declined or missed
                    calls, the service rep’s presence status changes, but their Amazon Connect status
                    remains as Missed. We recommend that you set the presence status to Update to Busy
                    or Offline to keep the service rep's status in sync with Amazon Connect when they
                    decline or miss a call.</p>
                </td>

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

### Audio Settings

These settings configure the notification sounds Omni-Channel uses.

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            <thead class="slds-text-title_caps ">
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                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d159242e299">Setting</th>
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d159242e302">What It Does</th>
              </tr>
            </thead>
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              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e299 ">Play a notification sound for work requests</td>

                <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e302 ">Plays a sound in the service rep’s Omni-Channel component when a work request
                  is received.</td>

              </tr>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e299 ">Notification Sound</td>

                <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e302 ">
                  <p dir="ltr">To play the default sound, select Default. To play a custom sound, select
                    Custom Sound, and then select the audio file that’s uploaded to Static Resources. Valid
                    file types are aac, flac, mp3, ogg, opus, and wav.</p>
                  <p style="margin-bottom:0;" dir="ltr">You can also set this option at the service-channel level, which overrides the
                    setting here at the presence-configuration level.</p>
                </td>

              </tr>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e299 ">Sound Length (Seconds)</td>

                <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e302 ">
                  <p dir="ltr">Select how long to play the notification sound. The maximum length is 30
                    seconds.</p>
                  <p dir="ltr">You can also set this option at the service-channel level, which overrides the
                    setting here at the presence-configuration level.</p>
                  <p style="margin-bottom:0;">If the customer ends the session before the service rep joins the conversation,
                    the service rep still hears the notification sound for the specified length of
                    time.</p>
                </td>

              </tr>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e299 ">Play a notification sound if Omni Channel loses
                  connection</td>

                <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e302 ">Plays a sound in the service rep’s Omni-Channel component when the service rep
                  loses connection with Omni-Channel.</td>

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

### After Conversation Work Time

These settings configure how much time a service rep has to wrap up work after finishing a conversation.

 
| Setting | What It Does |
| --- | --- |
| Give agents wrap-up time after conversations | Gives service reps a set amount of time after a customer conversation to wrap up their work before they start a new conversation. Service reps see the countdown in the After Conversation Work (ACW) component. |
| Duration (seconds) | Indicates how many seconds service reps have, from 30 to 3,600, to complete their closing work after a conversation. If Give agents wrap-up time after conversations is selected, this field is required. |
| Let agent extend timer (seconds) | Gives service reps the option to pause the After Work Conversation timer to prevent being put back into available status before completing after conversation work. |
| Extension duration (seconds) | Indicates how many seconds service reps have, from 15 to 3,600, to extend their closing work after a conversation. If Let agent extend timer (seconds) is selected, this field is required. |
| Max Extensions | Indicates how many times, from 1 to 10, service reps can pause the After Work Conversation timer. If Let agent extend timer (seconds) is selected, this field is required. |

### Assign Decline Reasons

These settings appear when Allow Agents to Decline Requests and Allow Agents to Choose a Decline Reason are selected.

 
| Setting | What It Does |
| --- | --- |
| Available Decline Reasons | Indicates the decline reasons that are eligible to be assigned to the configuration. |
| Selected Decline Reasons | Indicates the decline reasons that are assigned to the configuration. |

### Agent Settings

These settings apply to service reps in a presence configuration.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
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            </colgroup>
            <thead class="slds-text-title_caps ">
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                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d159242e489">Setting</th>
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d159242e492">What It Does</th>
              </tr>
            </thead>
            <tbody>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e489 ">Agent Alias (Enhanced Messaging Only)</td>

                <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e492 ">Replaces an actual service rep’s name in Enhanced Messaging transcripts. You
                  can create an alias from scratch, such as Support Rep, or use a preset merge field
                  such as First Name, Nickname, or Alias. Setting a service rep alias is optional. If
                  set, it applies to all users in a presence configuration.</td>

              </tr>
              <tr class="">
                <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e489 ">Transfer Destinations (Enhanced Messaging and Salesforce Voice with Telephony
                  Providers, with routing from Omni-Channel Unified Routing)</td>

                <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d159242e492 ">
                  <p>For Messaging, specifies whether reps see all profiles, queues, and flows
                    for transfer destinations and conference destinations or a subset of destinations.
                    If no settings are selected, all destinations are listed. To control the transfer
                    destinations that reps can see, select specific profiles, queues, or
                    flows.</p>
                  <p style="margin-bottom:0;">For Voice with Omni-Channel Unified Routing, specifies whether reps
                    see all profiles and queues for transfer destinations or a subset of destinations.
                    If no settings are selected, all profiles and queues are listed. To control the
                    transfer destinations that reps can see, select specific profiles or
                    queues.</p>
                </td>

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

### Assign Users

Assign eligible users to the configuration to give them access to Omni-Channel functionality. You can also assign profiles to a configuration. If a user is assigned a configuration at the profile and user levels, the user-level configuration overrides the configuration that’s assigned to the user’s profile.

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

Warning

Users can be assigned to only one presence configuration at a time. If you assign the same user to a second presence configuration, the system removes that user from the first presence configuration without warning you. So make sure that you know which presence configuration assignment is required for each user.

For example, let’s say that User A is assigned to Presence Configuration A. Then you create Presence Configuration B and assign User A to it without realizing that the user was assigned to another presence configuration. Salesforce removes User A from Presence Configuration A and reassigns the user to Presence Configuration B without notifying you.

 
| Setting | What It Does |
| --- | --- |
| Available Users | Indicates the users who are eligible to be assigned to the configuration. |
| Selected Users | Indicates the users who are assigned to the configuration. |

### Assign Profiles

Assign eligible profiles to the configuration to give users who are associated with the profiles access to Omni-Channel functionality. If a user is assigned a configuration at the profile and user levels, the user-level configuration overrides the configuration that’s assigned to the user’s profile.

 
| Setting | What It Does |
| --- | --- |
| Available Profiles | Indicates the user profiles that are eligible to be assigned to the configuration. |
| Selected Profiles | Indicates the user profiles that are assigned to the configuration. |