ServiceChannel | Metadata API Developer Guide

This type extends the Metadata metadata type and inherits its fullName field.

File Suffix and Directory Location

ServiceChannel components have the suffix .serviceChannel and are stored in the serviceChannels folder.

Version

ServiceChannel components are available in API version 44.0 and later.

Special Access Rules

This type is available only if Omni-Channel is enabled in your org.

Fields

Field Name	Field Type	Description
acwExtensionDuration	int	The maximum length of time, measured in seconds, an agent can spend on After Conversation Work (ACW) each time they extend the timer. You must set this field if hasAcwExtensionEnabled is set to `true`. Specify a value from 10 through 3600. Available only for service channels of type Messaging or Voice.
afterConvoMaxTime	int	The maximum length of time, measured in seconds, an agent has to complete After Conversation Work (ACW). You must set this field if hasAfterConvoWorkTimer is set to `true`. Specify a value from 10 through 3600. Available only for service channels of type Messaging or Voice. For service channels of type Voice, this field is available in API version 52.0 and later. For service channels of type Messaging, this field is available in API version 56.0 and later.
doesMinimizeWidgetOnAccept	boolean	Automatically minimizes the Omni-Channel widget when an agent accepts work. This field is available in API version 48.0 and later.
hasAcwExtensionEnabled	Boolean	If set to `true`, agents can extend their After Conversation Work (ACW) time. Available only if hasAfterConvoWorkTimer is set to `true`. If set to `true`, you must also set the acwExtensionDuration and maxExtensions fields. The default value is `false`. Available only for service channels of type Messaging or Voice. This field is available in API version 56.0 and later.
hasAfterConvoWorkTimer	Boolean	If set to `true`, After Conversation Work (ACW) time can be configured for the channel. If set to `true`, you must also set the afterConvoWorkMaxTime field. The default value is `false`. Available only for service channels of type Messaging or Voice. For service channels of type Voice, this field is available in API version 52.0 and later. For service channels of type messaging, this field is available in API version 56.0 and later.
hasAutoAcceptEnabled	Boolean	Work items in a service channel open automatically in the agent’s workspace so that the agent doesn’t have to manually accept them.
interactionComponent	string	The custom console component to open in the footer when an agent accepts a work item from this service channel.
isInterruptible	boolean	Indicates whether a work item consumes interruptible or primary capacity. The default value is false. Available in API version 57.0 and later when the Interruptible Capacity feature is enabled.
label	string	Required. The label of the service channel.
maxExtensions	picklist	The maximum number of times an agent can extend their After Work Conversation (ACW) time. Specify a value from 1 through 10. You must set this field if hasAcwExtensionEnabled is set to `true`. Available only for service channels of type Messaging or Voice. This field is available in API version 56.0 and later.
relatedEntityType	string	Required. The type of object that’s associated with this service channel.
secondaryRoutingPriorityField	string	The name of the standard field or the ID of the custom field that is used for secondary routing priority. This field is available in API version 47.0 and later.
serviceChannelFieldPriorities	ServiceChannelFieldPriority[]	Required. A set of mappings between secondary routing priority field values and priorities. This field is available in API version 47.0 and later.

ServiceChannelFieldPriority

Represents a secondary routing priority field value mapping. Available in API version 47.0 and later.

Field Name	Field Type	Description
priority	int	Required. The priority number assigned to the mapped field value.
value	string	Required. The value of the secondaryRoutingPriorityField field defined in the parent ServiceChannel.

Declarative Metadata Sample Definition

The following is an example of a ServiceChannel component.

1<?xml version="1.0" encoding="UTF-8"?>
2<ServiceChannel xmlns="http://soap.sforce.com/2006/04/metadata">
3    <doesMinimizeWidgetOnAccept>true</doesMinimizeWidgetOnAccept>
4    <interactionComponent>ConsoleComponent</interactionComponent>
5    <label>Case</label>
6    <relatedEntityType>Case</relatedEntityType>
7    <secondaryRoutingPriorityField>Status</secondaryRoutingPriorityField>
8    <serviceChannelFieldPriorities>
9        <priority>1</priority>
10        <value>Escalated</value>
11    </serviceChannelFieldPriorities>
12    <serviceChannelFieldPriorities>
13        <priority>2</priority>
14        <value>On Hold</value>
15    </serviceChannelFieldPriorities>
16</ServiceChannel>

The following is an example package.xml that references the previous definition.

1<?xml version="1.0" encoding="UTF-8"?>
2<Package xmlns="http://soap.sforce.com/2006/04/metadata">
3    <types>
4        <members>*</members>
5        <name>ServiceChannel</name>
6    </types>
7    <version>44.0</version>
8</Package>

Wildcard Support in the Manifest File

This metadata type supports the wildcard character * (asterisk) in the package.xml manifest file. For information about using the manifest file, see Deploying and Retrieving Metadata with the Zip File.