Omni-Channel turbocharges your service reps’ productivity by assigning records to them in real time. But which objects and records does Omni-Channel support?
Required Editions
| View supported editions. |
Omni-Channel currently supports routing for the following objects and records.
- Accounts
- Cases
- Chats
- Claims
- Claim coverages
- Claim recoveries
- Contact requests
- Custom entity data
- Incidents
- Leads
- Live chat transcripts
- Messaging sessions (Lightning Experience only)
- Orchestration Work Items
- Orders
- Payment requests
- Person trainings
- Referrals
- Social posts
- SOS video calls (Salesforce Classic only)
- Swarm members
- Voice calls
- Work orders
- Custom objects that don’t have a primary object
Contacts and Accounts aren’t routable with Omni-Channel but can be assigned directly to service reps via customer code that creates AgentWork.