Route Work to Agents in Lightning Experience (Beta)

Support agents can use Omni-Channel in a Service Console app to change their presence status and accept and decline work requests. Agents see different visual notifications in Lightning Experience, but they keep the sonic notifications we introduced in Spring ’17. Keep in mind that you can’t route certain objects, and Omni-Channel Supervisor isn’t currently supported in Lightning Experience. This change applies to Lightning Experience only.


This release contains a beta version of the Omni-Channel utility, which means it’s a high-quality feature with known limitations. The Omni-Channel utility 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.

To use Lightning Omni-Channel Routing, you must have Omni-Channel enabled in your org. Then add the Omni-Channel utility to a Service Console app using the App Manager.

Let Agents Accept and Decline Work in the Omni-Channel Utility

When you add the Omni-Channel utility to the Service Console app, agents can accept or decline incoming work requests based on their presence status settings. You can enable push time-out, and auto-accept or decline reasons. You can also set an agent’s presence status to change to an offline status when declining a request or a request times out.

Agents can set their presence status using the Omni-Channel utility.
The Omni-Channel utility lets agents know when they're offline. The Omni-Channel utility displays requests just like in Salesforce Classic. Agents can accept or decline requests based on your Omni-Channel settings.

If decline and decline reasons are enabled, agents can decline work and provide a configured decline reason. When you use decline reasons, agents can select a preconfigured reason right in the utility.

Agents See Different Omni-Channel Notifications with Lightning Experience

Visual Omni-Channel notifications are different in the Lightning Experience Service Console app.

The minimized utility changes color to let the agent know there’s a new request.The minimized utility blends in with the console when there aren't any new work requests.The utility stands out against the rest of the console when there are new work requests.

The number of requests isn’t displayed in the minimized utility.

Considerations for the Omni-Channel Utility

The Omni-Channel utility is a beta feature with known limitations. Objects that aren’t supported in Lightning Experience can’t be routed with Omni-Channel in the Lightning Service Console. Also, active time tracking and Omni-Channel Supervisor aren’t supported in Lightning Experience. To use Omni-Channel Supervisor, switch to Salesforce Classic.

You can’t route the following objects with Lightning Omni-Channel Routing because they aren’t currently supported in Lightning Experience:
  • Live Agent chats
  • SOS calls

Active Time tracking is unavailable for agents using Lightning Experience. You can see active time data only for agents using Salesforce Classic.

Omni-Channel settings, including enabling Omni-Channel, are available only in Salesforce Classic.