Omni-Channel Developer Guide
jSummer '26 (API version 67.0)
Spring '26 (API version 66.0)
Winter '26 (API version 65.0)
Summer '25 (API version 64.0)
Spring '25 (API version 63.0)
Winter '25 (API version 62.0)
Summer '24 (API version 61.0)
Spring '24 (API version 60.0)
Winter '24 (API version 59.0)
Summer '23 (API version 58.0)
Spring '23 (API version 57.0)
Winter '23 (API version 56.0)
Summer '22 (API version 55.0)
Spring '22 (API version 54.0)
Winter '22 (API version 53.0)
Summer '21 (API version 52.0)
Spring '21 (API version 51.0)
Winter '21 (API version 50.0)
Summer '20 (API version 49.0)
Spring '20 (API version 48.0)
Winter '20 (API version 47.0)
Summer '19 (API version 46.0)
Spring '19 (API version 45.0)
Winter '19 (API version 44.0)
Summer '18 (API version 43.0)
Spring '18 (API version 42.0)
Winter '18 (API version 41.0)
Summer '17 (API version 40.0)
Spring '17 (API version 39.0)
Winter '17 (API version 38.0)
Summer '16 (API version 37.0)
Spring '16 (API version 36.0)
acceptAgentWork
closeAgentWork
declineAgentWork
getAgentWorks
getAgentWorkload
getServicePresenceStatusChannels
getServicePresenceStatusId
login
logout
setServicePresenceStatus
Methods for Console Events
Newer Version Available
Omni-Channel Objects for the Salesforce Console Integration Toolkit
The Salesforce Console Integration Toolkit includes several objects that let you
control how Omni-Channel works within the Salesforce console for your organization.
If you need more information on the Salesforce Console Integration Toolkit, see Salesforce Console Integration Toolkit for Salesforce Classic.
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acceptAgentWork
Accepts a work item that’s assigned to an agent. Available in API versions 32.0 and later. -
closeAgentWork
Changes the status of a work item to “Closed” and removes it from the list of work items in the Omni-Channel widget. Available in API versions 32.0 and later. -
declineAgentWork
Declines a work item that’s assigned to an agent. Available in API versions 32.0 and later. -
getAgentWorks
Returns a list of work items that are currently assigned to an agent and open in the agent’s workspace. Available in API versions 32.0 and later. -
getAgentWorkload
In API version 35.0 and later, we can retrieve an agent’s currently assigned workload. Use this method for rerouting work to available agents. -
getServicePresenceStatusChannels
Retrieves the service channels that are associated with an Omni-Channel user’s current presence status. Available in API versions 32.0 and later. -
getServicePresenceStatusId
Retrieves an agent’s current presence status. Available in API versions 32.0 and later. -
login
Logs an agent into Omni-Channel with a specific presence status. You also can use this method to reconnect to Omni-Channel after a connection error. Available in API versions 32.0 and later. -
logout
Logs an agent out of Omni-Channel. Available in API versions 32.0 and later. -
setServicePresenceStatus
Sets an agent's presence status to a status with a particular ID. In API version 35.0 and later, we log the user into presence if that user is not already logged in, so you don’t have to make additional calls. You also can use this method to reconnect to Omni-Channel after a connection error. -
Methods for Console Events
JavaScript can be executed when certain types of events occur in a console, such as when a user closes a tab. In addition to the standard methods for console events, there are a few events that are specific to Omni-Channel. These events apply to Salesforce Classic only.