External Routing for Omni-Channel (Beta)

Multiple routing options, one console. Integrate third-party routing with Omni-Channel to give your support team more routing options for their work. External routing is supported for Omni-Channel in Salesforce Classic only.

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.

Note

If you’re reading this, you’ve probably contacted Salesforce to get external routing enabled in your org. Next, you’ll use version 41.0 or later of Salesforce standard APIs and streaming APIs to connect Salesforce with an external routing implementation in your routing configuration. Then, you can create queues that use either Omni-Channel routing or your external routing implementation.

Keep in mind that while Omni-Channel is available in Lightning Experience as of Summer ’17, external routing can be used only with Omni-Channel in Salesforce Classic.

Are you ready to set up and use external routing? Let’s get started.

Omni-Channel Developer Guide

External Routing for Omni-Channel (Beta)