---
schema_version: "1"
id: 02de5d4fd926577c9058bca4881856d6bb9e0c74d7b38932dad19817b1e45222
title: Supported Objects for Omni-Channel
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_presence_supported_objects.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_presence_supported_objects.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 77ac1ecc8c86e7a852b5df1021410a9dfe950f49a2fce440ced3b0f213b22eb0
description: Omni-Channel turbocharges your service reps’ productivity by assigning records to them in real time. But which objects and records does Omni-Channel support?
products:
  - Service Cloud
release: "264"
---
# Supported Objects for Omni-Channel

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

<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>

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.

#### See Also

- [Set Up Secondary Routing Priority](https://help.salesforce.com/s/articleView?id=service.omnichannel_secondary_routing_priority.htm&release=264.0.0&type=5 "Let your support reps tackle the right cases first with secondary routing priority.")
- [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.")
- [Set Up a Status-Based Capacity Model](https://help.salesforce.com/s/articleView?id=service.omnichannel_status_based_capacity.htm&release=264.0.0&type=5 "Measure service rep capacity more accurately with the status-based capacity model. With this model, Omni-Channel determines service rep capacity based on the status of accepted work rather than the open tabs and sessions. If service reps are unavailable or close their work tabs, their work remains assigned and applied to their capacity until the work is completed or reassigned. Service reps can also pause work to be completed later. In contrast, the tab-based capacity model releases a service rep's capacity when a work tab is closed in the service console.")
- [Configure Work Items as Primary or Interruptible](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_work_items_as_primary_or_interruptible.htm&release=264.0.0&type=5 "Make sure that uninterruptible work like a chat goes only to service reps with the capacity to handle it. Define uninterruptible work as primary, and long-standing or less-urgent work, like cases or leads, as interruptible.")
- [Configure After Conversation Work Time](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_after_conversation_work_time.htm&release=264.0.0&type=5 "Give service reps a set amount of time after a customer conversation to wrap up their work before they start a new conversation. Service reps can use this After Conversation Work (ACW) time to send follow-up emails, update a case, or finalize their conversation notes. Supervisors can use Command Center for Service and reports to track the amount of time service reps spend on wrap-up work.")
- [Service Channel Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_service_channel_settings.htm&release=264.0.0&type=5 "Customize your service channel settings to define how your organization receives work from sources such as chat, email, and social channels.")