Use External Routing (Beta) in Lightning Experience

Your agents can handle externally routed work in Lightning Experience. Previously, agents had to use Salesforce Classic to accept external work items. External routing (Beta) lets you integrate an external routing implementation with Omni-Channel so your agents can receive work from any source, all in one console. Contact Salesforce to enable external routing for Omni-Channel. This change applies to Lightning Experience only.
Note

Note

This release contains a beta version of External Routing with Omni-Channel, which means it’s a high-quality feature with known limitations. External routing isn’t generally available unless or until Salesforce announces its general availability in documentation or in press releases or public statements. We can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features.