ServiceChannel

Represents a channel for work items that are received from your customers. This object is available in API version 65.0 and later.

Supported SOAP API Calls

create(), delete(), describeSObjects(), query(), retrieve(), update(), upsert()

Supported REST API Methods

DELETE, GET, HEAD, PATCH, POST, Query

Special Access Rules

Available only if Omni-Channel is enabled in your org.

Fields

Field	Details
AcwExtensionDuration	Type int Properties Create, Filter, Group, Nillable, Sort, Update Description 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.
AfterConvoWorkMaxTime	Type int Properties Create, Filter, Group, Nillable, Sort, Update Description The maximum length of time, measured in seconds, an agent has to complete 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.
CapacityModel	Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description The method that determines when an agent's capacity for a work item is released. With the Status-Based capacity routing model, work remains assigned and applied to an agent’s capacity until the work is completed or reassigned to a different agent. In contrast, the tab-based capacity model releases an agent’s capacity when a work tab is closed in the service console. Possible values are: `StatusBased` `TabBased`
DeveloperName	Type string Properties Create, Filter, Group, Sort, Update Description The unique name of the object in the API.
DoesCheckCapOnOwnerChange	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Indicates whether the override the capacity check is set to on (`true`) or not (`false`). In Status-Based capacity routing model, when work is reassigned to an agent, you can choose to override the capacity check and keep the work assigned to a specific agent. This field is available in API version 65.0 and later.  The default value is `false`.
DoesCheckCapOnStatusChange	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Indicates whether the override the capacity check is set to on (`true`) or not (`false`). In the Status-Based capacity routing model, when work is reopened, you can choose to override the capacity check and keep the work assigned to a specific agent. This field is available in API version 65.0 and later.  The default value is `false`.
DoesMinimizeWidgetOnAccept	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Indicates whether the Omni-Channel widget automatically minimizes when an agent accepts work (`true`) or not (`false`). The default value is `false`.
HasAcwExtensionEnabled	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Indicates whether agents can extend their ACW (`true`) or not (`false`). Available only if `HasAfterConvoWorkTimer` is set to `true`. If set to `true`, you must also set the `AcwExtensionDuration` and `MaxExtensions` fields. Available only for service channels of type Messaging or Voice. The default value is `false`.
HasAfterConvoWorkTimer	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Indicates whether ACW time can be configured for the channel (`true`) or not (`false`). If set to `true`, you must also set the `AfterConvoWorkMaxTime` field. Available only for service channels of type Messaging or Voice. The default value is `false`.
HasAutoAcceptEnabled	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Indicates whether work items in a service channel open automatically in the agent’s workspace so that the agent doesn’t have to manually accept them (`true`) or not (`false`). The default value is `false`.
Language	Type picklist Properties Create, Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description The language for the service channel.
MasterLabel	Type string Properties Create, Filter, Group, Sort, Update Description The label for the service channel.
MaxExtensions	Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description The maximum number of times an agent can extend their 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.
RelatedEntity	Type picklist Properties Create, Filter, Group, Restricted picklist, Sort, Update Description The type of object that’s associated with this service channel. This field is unique within your organization. Possible values are: `Account` `Activity` `Case` `ChangeRequest` `Contact` `ContactRequest` `FlowOrchestrationWorkItem` `Incident` `Lead` `Opportunity` `Order` `Problem` `SocialPost` `WorkOrder`

Tooling API

ServiceChannel

Supported SOAP API Calls

Supported REST API Methods

Special Access Rules

Fields