OmniChannel Integration with SMS-Magic
Objectives:
To understand the OmniChannel settings and how to integrate it with SMS Magic.
What is Omni Channel:
Omni-Channel is a flexible, customizable feature, and you can configure it declaratively—that is, without writing code. Using Omni-Channel, you can prioritize the work item and route to a specific agent with the help of a queue.
Why to use Omnichannel with SMS-Magic:
If there is a requirement to route incoming messages/conversation/records related to the messages to a set of users on real time, this could be achieved with enabling of Omni Channel.
Enable Omnichannel
1. Create QueueFirstly, you have to create a queue with required users added to it. For that, go to Setup- > Queues-> New.
![Create Queue](https://www.sms-magic.com/docs/integrations/wp-content/uploads/sites/13/2022/04/Create-Queue-1024x268.png)
- Enable Omni-Channel
![Enable Omni-Channel](https://www.sms-magic.com/docs/integrations/wp-content/uploads/sites/13/2022/04/Enable-Omni-Channel-1024x168.png)
- Create Service Channels
![Create Service Channels](https://www.sms-magic.com/docs/integrations/wp-content/uploads/sites/13/2022/04/Create-Service-Channels-1024x284.png)
Omni-Channel currently supports routing for the following objects and records.
- Cases
- Chats
- SOS video calls
- Social posts
- Orders
- Leads
- Custom objects that don’t have a master object
- Create Routing Configurations
![Create Routing Configurations](https://www.sms-magic.com/docs/integrations/wp-content/uploads/sites/13/2022/04/Create-Routing-Configurations-1024x582.png)
- Associate Routing Configurations and Agents with Queues
![Associate Routing Configurations and Agents with Queues](https://www.sms-magic.com/docs/integrations/wp-content/uploads/sites/13/2022/04/Associate-Routing-Configurations-and-Agents-with-Queues-1024x311.png)
- Create Presence Configurations
![Create Presence Configurations](https://www.sms-magic.com/docs/integrations/wp-content/uploads/sites/13/2022/04/Create-Presence-Configurations-1024x713.png)
- Create Presence Statuses
![Create Presence Statuses](https://www.sms-magic.com/docs/integrations/wp-content/uploads/sites/13/2022/04/Create-Presence-Statuses-1024x484.png)
Set Access to Presence Statuses: Presence statuses indicate whether an agent is online and available to receive incoming work items, or whether the agent is away or offline.
- With permission sets
- With profiles
Add the Omni-Channel Widget to the Salesforce Console: After you get Omni-Channel all set up for your organization, it’s time to add the Omni-Channel widget to the Salesforce console so that your agents can start receiving work.
![Add the Omni-Channel Widget](https://www.sms-magic.com/docs/integrations/wp-content/uploads/sites/13/2022/04/Add-the-Omni-Channel-Widget-1024x699.png)
Add the Omni-Channel Utility to a Lightning Console App: Add the Omni-Channel utility to your Lightning Service console to route work to agents in a flash.
![Add the Omni-Channel Utility](https://www.sms-magic.com/docs/integrations/wp-content/uploads/sites/13/2022/04/Add-the-Omni-Channel-Utility-1024x523.png)
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