--- schema_version: "1" id: fb88fa2543fb612c9e3ec0782f77f923013850fba4d3a64c5f1b1c628a84b6ef title: ServiceChannel collection: legacydeveloper version: current locale: en-us portal_url: https://docs.salesforce.com/legacydeveloper/current/en-us/api_tooling/tooling_api_objects_servicechannel.md canonical_url: https://developer.salesforce.com/docs/atlas.en-us.api_tooling.meta/api_tooling/tooling_api_objects_servicechannel.htm source_site: developer.salesforce.com content_type: documentation content_hash: 749ecf55bf234c8875f77a6c1b82547d69a36575ee1d708507838e2400809cb7 description: Represents a channel for work items that are received from your customers. This object is available in API version 65.0 and later. --- # ServiceChannel Represents a channel for work items that are received from your customers. This object is available in API version 65.0 and later. ## Supported SOAP API Calls create(), delete(), describeSObjects(), query(), retrieve(), update(), upsert() ## Supported REST API Methods DELETE, GET, HEAD, PATCH, POST, Query ## Special Access Rules Available only if Omni-Channel is enabled in your org. ## Fields | Field | Details | | --- | --- | | AcwExtensionDuration | Type int Properties Create, Filter, Group, Nillable, Sort, Update 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 HasAcwExtensionEnabled is set to true. Specify a value from 10 through 3600. Available only for service channels of type Messaging or Voice. | | AfterConvoWorkMaxTime | Type int Properties Create, Filter, Group, Nillable, Sort, Update Description The maximum length of time, measured in seconds, an agent has to complete ACW. You must set this field if HasAfterConvoWorkTimer is set to true. Specify a value from 10 through 3600. Available only for service channels of type Messaging or Voice. | | CapacityModel | Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort, Update 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 model releases an agent’s capacity when a work tab is closed in the service console. Possible values are: - StatusBased - TabBased | | DeveloperName | Type string Properties Create, Filter, Group, Sort, Update Description The unique name of the object in the API. | | DoesCheckCapOnOwnerChange | Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Indicates whether the override the capacity check is set to on (true) or not (false). In Status-Based capacity routing model, when work is reassigned to an agent, you can choose to override the capacity check and keep the work assigned to a specific agent. This field is available in API version 65.0 and later.
 The default value is false. | | DoesCheckCapOnStatusChange | Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Indicates whether the override the capacity check is set to on (true) or not (false). In the Status-Based capacity routing model, when work is reopened, you can choose to override the capacity check and keep the work assigned to a specific agent. This field is available in API version 65.0 and later.
 The default value is false. | | DoesMinimizeWidgetOnAccept | Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Indicates whether the Omni-Channel widget automatically minimizes when an agent accepts work (true) or not (false). The default value is false. | | HasAcwExtensionEnabled | Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Indicates whether agents can extend their ACW (true) or not (false). Available only if HasAfterConvoWorkTimer is set to true. If set to true, you must also set the AcwExtensionDuration and MaxExtensions fields. Available only for service channels of type Messaging or Voice. The default value is false. | | HasAfterConvoWorkTimer | Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Indicates whether ACW time can be configured for the channel (true) or not (false). If set to true, you must also set the AfterConvoWorkMaxTime field. Available only for service channels of type Messaging or Voice. The default value is false. | | HasAutoAcceptEnabled | Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Indicates whether work items in a service channel open automatically in the agent’s workspace so that the agent doesn’t have to manually accept them (true) or not (false). The default value is false. | | Language | Type picklist Properties Create, Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description The language for the service channel. | | MasterLabel | Type string Properties Create, Filter, Group, Sort, Update Description The label for the service channel. | | MaxExtensions | Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description The maximum number of times an agent can extend their ACW time. Specify a value from 1 through 10. You must set this field if hasAcwExtensionEnabled is set to true. Available only for service channels of type Messaging or Voice. | | RelatedEntity | Type picklist Properties Create, Filter, Group, Restricted picklist, Sort, Update Description The type of object that’s associated with this service channel. This field is unique within your organization. Possible values are: - Account - Activity - Case - ChangeRequest - Contact - ContactRequest - FlowOrchestrationWorkItem - Incident - Lead - Opportunity - Order - Problem - SocialPost - WorkOrder |