---
schema_version: "1"
id: 7da4ef6e552b204b9a614f1d1e16fee0d1ef5ede870686d35060f802f132eac6
title: ServiceChannel
collection: legacydeveloper
version: current
locale: en-us
portal_url: https://docs.salesforce.com/legacydeveloper/current/en-us/api_meta/meta_servicechannel.md
canonical_url: https://developer.salesforce.com/docs/atlas.en-us.api_meta.meta/api_meta/meta_servicechannel.htm
source_site: developer.salesforce.com
content_type: documentation
content_hash: 6f35fffba0afb04996f767bce6f0557f33e9cd9fddbdbd51cbdd6d87d1d97b2c
description: Represents a channel of work items that are received from your organization—for example, cases, chats, or leads.
---
# ServiceChannel

Represents a channel of work items that are received from your organization—for example, cases, chats, or leads.

This type extends the [Metadata](https://developer.salesforce.com/docs/atlas.en-us.api_meta.meta/api_meta/metadata.htm "The base class for all metadata types. You can’t edit this object. A component is an instance of a metadata type.") metadata type and inherits its fullName field.

## File Suffix and Directory Location

ServiceChannel components have the suffix .serviceChannel and are stored in the serviceChannels folder.

## Version

ServiceChannel components are available in API version 44.0 and later.

## Special Access Rules

This type is available only if Omni-Channel is enabled in your org.

## Fields

<table class="featureTable sort_table" summary="">



          <thead class="thead sorted" align="left">
            <tr>
              <th class="featureTableHeader  " id="d853296e107">Field Name</th>

              <th class="featureTableHeader  " id="d853296e110">Field Type</th>

              <th class="featureTableHeader  " id="d853296e113">Description</th>

            </tr>

          </thead>

          <tbody class="tbody">
            <tr>
              <td class="entry" headers="d853296e107" data-title="Field Name"><span class="keyword parmname">acwExtensionDuration</span></td>

              <td class="entry" headers="d853296e110" data-title="Field Type">int</td>

              <td class="entry" headers="d853296e113" data-title="Description">The maximum length of time, measured in seconds, an agent can spend on After
                Conversation Work (ACW) each time they extend the timer. You must set this field if
                <span class="keyword parmname">hasAcwExtensionEnabled</span> is set to <samp class="codeph nolang">true</samp>. Specify a value from 10 through 3600. Available only for service
                channels of type Messaging or Voice.
              </td>

            </tr>

            <tr>
              <td class="entry" headers="d853296e107" data-title="Field Name"><span class="keyword parmname">afterConvoWorkMaxTime</span></td>

              <td class="entry" headers="d853296e110" data-title="Field Type">int</td>

              <td class="entry" headers="d853296e113" data-title="Description">The maximum length of time, measured in seconds, an agent has to complete After
                Conversation Work (ACW). You must set this field if
                <span class="keyword parmname">hasAfterConvoWorkTimer</span> is set to <samp class="codeph nolang">true</samp>. Specify a value from 10 through 3600. Available only for service
                channels of type Messaging or Voice.<p class="p">For service channels of type Voice, this
                  field is available in API version 52.0 and later. For service channels of type
                  Messaging, this field is available in API version 56.0 and later.</p>
              </td>

            </tr>

            <tr>
              <td class="entry" headers="d853296e107" data-title="Field Name"><span class="keyword parmname">capacityModel</span></td>

              <td class="entry" headers="d853296e110" data-title="Field Type">picklist</td>

              <td class="entry" headers="d853296e113" data-title="Description">The method that determines when an agent's capacity for a work item is
                released. With the status-based capacity routing model, work remains assigned and
                applied to an agent’s capacity until the work is completed or reassigned to a
                different agent. In contrast, the tab-based capacity routing model releases an
                agent’s capacity when a work tab is closed in the service console. This field is
                available in API version 65.0 and later.<p class="p">Values are:</p>
                <a name="ul_hww_bqc_1hc"><!-- --></a>
                <ul class="ul bulletList" id="ul_hww_bqc_1hc">
                  <li class="li"><samp class="codeph nolang">STATUS_BASED</samp></li>

                  <li class="li"><samp class="codeph nolang">TAB_BASED</samp></li>

                </ul>
              </td>

            </tr>

            <tr>
              <td class="entry" headers="d853296e107" data-title="Field Name"><span class="keyword parmname">doesCheckCapOnOwnerChange</span></td>

              <td class="entry" headers="d853296e110" data-title="Field Type">boolean</td>

              <td class="entry" headers="d853296e113" data-title="Description">Indicates whether the override for capacity check is on (true) or not (false).
                If it is on, when work is reassigned to another agent it overrides it and keeps the
                work assigned to the specific agent. The default value is false.This field is
                available in API version 65.0 and later.
</td>

            </tr>

            <tr>
              <td class="entry" headers="d853296e107" data-title="Field Name"><span class="keyword parmname">doesCheckCapOnStatusChange</span></td>

              <td class="entry" headers="d853296e110" data-title="Field Type">boolean</td>

              <td class="entry" headers="d853296e113" data-title="Description">Indicates whether the override for capacity check is on (true) or not (false).
                If it is on, when work is reopened it is re-assigned to a specific agent. The
                default value is false. This field is available in API version 65.0 and
                later.
</td>

            </tr>

            <tr>
              <td class="entry" headers="d853296e107" data-title="Field Name"><span class="keyword parmname">doesMinimizeWidgetOnAccept</span></td>

              <td class="entry" headers="d853296e110" data-title="Field Type">boolean</td>

              <td class="entry" headers="d853296e113" data-title="Description">Automatically minimizes the Omni-Channel widget when an agent accepts work.
                This field is available in API version 48.0 and later.</td>

            </tr>

            <tr>
              <td class="entry" headers="d853296e107" data-title="Field Name"><span class="keyword parmname">hasAcwExtensionEnabled</span></td>

              <td class="entry" headers="d853296e110" data-title="Field Type">boolean</td>

              <td class="entry" headers="d853296e113" data-title="Description">If set to <samp class="codeph nolang">true</samp>, agents can extend their
                After Conversation Work (ACW) time. Available only if
                <span class="keyword parmname">hasAfterConvoWorkTimer</span> is set to <samp class="codeph nolang">true</samp>. If set to <samp class="codeph nolang">true</samp>, you must also
                set the <span class="keyword parmname">acwExtensionDuration</span> and
                <span class="keyword parmname">maxExtensions</span> fields. The default value is <samp class="codeph nolang">false</samp>. Available only for service channels of type
                Messaging or Voice. This field is available in API version 56.0 and later.
              </td>

            </tr>

            <tr>
              <td class="entry" headers="d853296e107" data-title="Field Name"><span class="keyword parmname">hasAfterConvoWorkTimer</span></td>

              <td class="entry" headers="d853296e110" data-title="Field Type">boolean</td>

              <td class="entry" headers="d853296e113" data-title="Description">If set to <samp class="codeph nolang">true</samp>, After Conversation Work
                (ACW) time can be configured for the channel. If set to <samp class="codeph nolang">true</samp>, you must also set the <span class="keyword parmname">afterConvoWorkMaxTime</span>
                field. The default value is <samp class="codeph nolang">false</samp>. Available
                only for service channels of type Messaging or Voice.<p class="p">For service channels of type
                  Voice, this field is available in API version 52.0 and later. For service channels
                  of type messaging, this field is available in API version 56.0 and
                  later.</p>
              </td>

            </tr>

            <tr>
              <td class="entry" headers="d853296e107" data-title="Field Name"><span class="keyword parmname">hasAutoAcceptEnabled</span></td>

              <td class="entry" headers="d853296e110" data-title="Field Type">boolean</td>

              <td class="entry" headers="d853296e113" data-title="Description">Work items in a service channel open automatically in the agent’s workspace so
                that the agent doesn’t have to manually accept them. </td>

            </tr>

            <tr>
              <td class="entry" headers="d853296e107" data-title="Field Name"><span class="keyword parmname">interactionComponent</span></td>

              <td class="entry" headers="d853296e110" data-title="Field Type">string</td>

              <td class="entry" headers="d853296e113" data-title="Description">The custom console component to open in the footer when an agent accepts a work
                item from this service channel.</td>

            </tr>

            <tr>
              <td class="entry" headers="d853296e107" data-title="Field Name"><span class="keyword parmname">isInterruptible</span></td>

              <td class="entry" headers="d853296e110" data-title="Field Type">boolean</td>

              <td class="entry" headers="d853296e113" data-title="Description">Indicates whether a work item consumes interruptible or primary capacity. The
                default value is false. Available in API version 57.0 and later when the
                Interruptible Capacity feature is enabled. </td>

            </tr>

            <tr>
              <td class="entry" headers="d853296e107" data-title="Field Name"><span class="keyword parmname">label</span></td>

              <td class="entry" headers="d853296e110" data-title="Field Type">string</td>

              <td class="entry" headers="d853296e113" data-title="Description">Required. The label of the service channel.</td>

            </tr>

            <tr>
              <td class="entry" headers="d853296e107" data-title="Field Name"><span class="keyword parmname">maxExtensions</span></td>

              <td class="entry" headers="d853296e110" data-title="Field Type">picklist</td>

              <td class="entry" headers="d853296e113" data-title="Description">The maximum number of times an agent can extend their After Work Conversation
                (ACW) time. Specify a value from 1 through 10. You must set this field if
                <span class="keyword parmname">hasAcwExtensionEnabled</span> is set to <samp class="codeph nolang">true</samp>. Available only for service channels of type Messaging or Voice.
                This field is available in API version 56.0 and later.
              </td>

            </tr>

            <tr>
              <td class="entry" headers="d853296e107" data-title="Field Name"><span class="keyword parmname">relatedEntityType</span></td>

              <td class="entry" headers="d853296e110" data-title="Field Type">string</td>

              <td class="entry" headers="d853296e113" data-title="Description">Required. The type of object that’s associated with this service
                channel.</td>

            </tr>

            <tr>
              <td class="entry" headers="d853296e107" data-title="Field Name"><span class="keyword parmname">secondaryRoutingPriorityField</span></td>

              <td class="entry" headers="d853296e110" data-title="Field Type">string</td>

              <td class="entry" headers="d853296e113" data-title="Description">The name of the standard field or the ID of the custom field that is used for
                secondary routing priority. This field is available in API version 47.0 and
                later.</td>

            </tr>

            <tr>
              <td class="entry" headers="d853296e107" data-title="Field Name"><span class="keyword parmname">serviceChannelStatusFieldMappings</span></td>

              <td class="entry" headers="d853296e110" data-title="Field Type"><a class="xref" href="#ServiceChannelFieldPriority">ServiceChannelFieldPriority</a></td>

              <td class="entry" headers="d853296e113" data-title="Description">Represents the value to indicate completed and in-progress work item status in
                the Status-Based Capacity routing model. This field is available in API version 65.0
                and later.

</td>

            </tr>

            <tr>
              <td class="entry" headers="d853296e107" data-title="Field Name"><span class="keyword parmname">serviceChannelFieldPriorities</span></td>

              <td class="entry" headers="d853296e110" data-title="Field Type">
                <a class="xref" href="#ServiceChannelFieldPriority">ServiceChannelFieldPriority</a>[]
              </td>

              <td class="entry" headers="d853296e113" data-title="Description">Required. A set of mappings between secondary routing priority field values and
                priorities. This field is available in API version 47.0 and later.</td>

            </tr>

            <tr>
              <td class="entry" headers="d853296e107" data-title="Field Name"><span class="keyword parmname">statusField</span></td>

              <td class="entry" headers="d853296e110" data-title="Field Type">picklist</td>

              <td class="entry" headers="d853296e113" data-title="Description">The field that you use to track work status in the Status-Based capacity
                routing model. Use <span class="keyword parmname">ServiceChannelStatusField</span> to specify the
                values that indicate completed and in-progress work-item status. This field is
                available in API version 65.0 and later.</td>

            </tr>

          </tbody>

        </table>

## ServiceChannelFieldPriority

Represents a secondary routing priority field value mapping. Available in API version 47.0 and later.

| Field Name | Field Type | Description |
| --- | --- | --- |
| priority | int | Required. The priority number assigned to the mapped field value. |
| type | picklist | Required. The work item status assigned to the mapped field value. Possible types are IN\_PROGRESS, PAUSED, COMPLETED.
 |
| value | string | Required. The value of Status Field defined in the parent ServiceChannel. |
| value | string | Required. The value of the secondaryRoutingPriorityField field defined in the parent ServiceChannel. |

## Declarative Metadata Sample Definition

The following is an example of a ServiceChannel component.

<?xml version="1.0" encoding="UTF-8"?>
<ServiceChannel xmlns="http://soap.sforce.com/2006/04/metadata">
    <doesMinimizeWidgetOnAccept\>true</doesMinimizeWidgetOnAccept\>
    <interactionComponent\>ConsoleComponent</interactionComponent\>
    <label\>Case</label\>
    <relatedEntityType\>Case</relatedEntityType\>
    <secondaryRoutingPriorityField\>Status</secondaryRoutingPriorityField\>
    <serviceChannelFieldPriorities\>
        <priority\>1</priority\>
        <value\>Escalated</value\>
    </serviceChannelFieldPriorities\>
    <serviceChannelFieldPriorities\>
        <priority\>2</priority\>
        <value\>On Hold</value\>
    </serviceChannelFieldPriorities\>
</ServiceChannel\>

The following is an example package.xml that references the previous definition.

<?xml version="1.0" encoding="UTF-8"?>
<Package xmlns="http://soap.sforce.com/2006/04/metadata">
    <types\>
        <members\>\*</members\>
        <name\>ServiceChannel</name\>
    </types\>
    <version\>44.0</version\>
</Package\>

## Wildcard Support in the Manifest File

This metadata type supports the wildcard character \* (asterisk) in the package.xml manifest file. For information about using the manifest file, see [Deploying and Retrieving Metadata with the Zip File](https://developer.salesforce.com/docs/atlas.en-us.264.0.api_meta.meta/api_meta/file_based_zip_file.htm).