Omni-Channel: Skills-Based Routing for Chats and Texts, Routing for Contact Requests, Enhancements to Omni Supervisor, and Attribute-Based Routing (Beta)
Route contact request records to make sure that your customers are contacted by available agents. Skills-based routing comes to Live Agent and LiveMessage. Enhancements to Omni Supervisor let agents signal that they need help and gives supervisors the power to whisper to their agents in their Live Message session. Attribute-based routing goes beta, letting you use fields and field values as routing criteria.