Omni-Channel Developer Guide

Omni-Channel Developer Guide
Omni-Channel Objects
Omni-Channel Metadata API Types
Omni-Channel Components for the Salesforce Console
External Routing for Omni-Channel
Technical Architecture and Process
Integrate External Routing
Expected Behavior
Troubleshooting
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External Routing for Omni-Channel

Multiple routing options, one console. Integrate third-party routing with Omni-Channel to give your support team more routing options for their work.

Before setting up external routing, make sure that you have a working implementation of Omni-Channel. 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.

With external routing, Skills-Based routing or direct-to-rep routing is not supported.

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