External Routing for Omni-Channel

Multiple routing options, one console.

All Omni-Channel work types support external routing. For a complete list of supported objects, see Supported Objects for Omni-Channel. 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.

Note

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

External Routing Technical Architecture and Process

See an overview of how external routing works to connect Salesforce with your external routing implementation.
Expected Behavior for External Routing for Omni-Channel

Verify that the behavior you observe while testing and using your implementation of external routing matches the following expected behavior scenarios.
Troubleshooting External Routing for Omni-Channel

If you encounter issues with your implementation of External Routing for Omni-Channel, try the following troubleshooting steps.