Service · in 43 of 68 releases
Omni-Channel and Routing
First in the release notes in Spring ’12, February 2012. 310 notes since, the most in Winter ’23.
- Notes
- 310
- First
- Spring ’12
- February 2012
- Most notes
- Winter ’23
- 22 notes
- Latest
- Winter ’27
A note counts here when its title or opening lines name Omni-Channel and Routing, by any of the names Salesforce has used for it.
The first notes, Spring ’12
Retirements and deprecations
Every note, by release
Newest first. Each title links to its page in Salesforce’s release notes.
Winter ’274
Summer ’264
Spring ’262
Winter ’268
- Connect Omnichannel Inventory with Data Cloud by Choosing a Specific Data Spacep. 286
- Configure Omni-Channel Routing for Lending Objectsp. 600
- Accelerate Omni-Channel Setup with a Guided Flowp. 1249
- Eligible Salesforce Orgs Automatically Upgraded to Enhanced Omni-Channelp. 1347
- Boost Productivity with Search and Sort for Omni-Channel Inboxp. 1348
- License Change for the Update Omni-Channel User Configuration Actionp. 1352
- Customize Transfer Destinations for Reps with Omni-Channel Unified Routingp. 1311
- Configure Omni-Channel Unified Routing More Quickly with Auto-Accept Enhancementp. 1311
Summer ’258
- Messaging for In-App and Web is Now Called Enhanced Chatp. 1104
- Route Voice Calls with Other Channels by Using Omni-Channel (Generally Available)p. 1148
- Eligible Salesforce Orgs Automatically Upgraded to Enhanced Omni-Channelp. 1154
- Other Enhancements to Omni-Channelp. 1155
- Set Up Messaging for In-App and Web Fasterp. 1106
- Customize Your Messaging for Web Chat Buttonp. 1110
- Protect Conversations in Messaging for Web with reCAPTCHAp. 1110
- Prepare for a Seamless Shift from Chat to Messaging for In-App and Web with Chat Transition Readiness Reportp. 1126
Spring ’2518
- Get Responses Faster with Agentforce Text Streaming in Messaging for In-App and Webp. 1044
- Increase Rep Productivity with Omni-Channel Sidebarp. 1086
- Route Voice Calls with Other Channels by Using Omni-Channel (Pilot)p. 1088
- End Messaging for In-App and Web Conversations Thoughtfullyp. 236
- Take Actions with User Context in Messaging for Webp. 1004
- Markdown Supported for Agentforce Service Agent in Messaging for In-App and Webp. 1004
- Customize Progress Indicators for Agentforce Service Agent in Messaging for In-App and Webp. 1006
- Omni-Channel Flow for Email-to-Case Is Now Invoked Synchronouslyp. 1039
- Define Where Links Open in Messaging for Webp. 1045
- Let Agentforce Service Agent Take Actions with User Context in Messaging for Webp. 1045
- More Customers Can End a Messaging Session in Messaging for In-App and Webp. 1047
- Help Customers Contact You During a Service Downtime in Messaging for In-App and Webp. 1047
- Notify End Users When a Salesforce Org Migration Happens in Messaging for In-App and Webp. 1047
- Customize the Style of Text Message Bubbles in Messaging for In-App and Webp. 1045
- Expand the Scope of Messaging for In-App and Web Engagement with Supported File Typesp. 1048
- Use Omni-Channel Routing with Automatic Queue and User Sync During Disaster Recoveryp. 1060
- Send Formatted Responses from Agentforce Service Agent to Customers with Markdown in Messaging for In-App and Webp. 1057
- Display Voice Call Audio Statistics in Real Time Using the Service Cloud Voice Toolkit APIp. 1068
Winter ’2514
- Ensure Sequential Conversations in Messaging for Webp. 846
- The Messaging for In-App and Web API Is Generally Availablep. 872
- Monitor Workflow Health and Customize Messaging for In-App and Web with Standard Client Eventsp. 873
- Identify Top Conversation Drivers with Einstein Conversation Mining in Messaging for In-App and Webp. 873
- Use Messaging for In-App and Web in Developer Editionp. 873
- Show Customers a Longer Typing Indicator in Messaging for In-App and Webp. 874
- Read Conversations More Easily with the Resized Chat Bubble and Avatar in Messaging for In-App and Webp. 874
- Send Post-Chat Surveys More Easily in Messaging for In-App and Webp. 882
- Display Call Controls Only in Active Omni-Channel Sessionsp. 897
- Authenticate Messaging for Web in Channel Menu with User Verificationp. 900
- Get the Latest Omni-Channel Features for Government Cloud Plusp. 910
- Support Customers While on the Go with Omni-Channel for Mobile (Generally Available)p. 908
- Pause Messaging Sessions with Omni-Channel Status-Based Capacity (Generally Available)p. 909
- Prevent and Debug Ringer Issues by Testing the Omni-Channel Notification Soundp. 911
Summer ’2420
- Bring Inventory Data into Data Cloud with the Omnichannel Inventory Connectorp. 227
- Use Omni-Channel Routing with Work Itemsp. 739
- Block Sensitive Data in Enhanced Messaging, Messaging for In-App and Web, and Voice Transcriptsp. 799
- Create a Custom UI Solution for Messaging for In-App and Web (Beta)p. 801
- Form Format in Secure Forms Is Generally Available in Messaging for In-App and Webp. 805
- Einstein Conversation Mining is Now Available in Messaging for In-App and Webp. 810
- The Minimize Chat Window Button Is Relocated in Messaging for Webp. 811
- Reduce Noise During Messaging for Web Sessionsp. 813
- Place the Chat Button Where You Want for Messaging for Webp. 813
- Restrict Conversation History by Channel in Messaging for Webp. 813
- Minimize the Web Chat Client When Loading New Tabs for Messaging for Webp. 813
- Open the Web Chat Client with the Launch Chat API for Messaging for Webp. 814
- Resolve Common Status Conflicts Between Omni-Channel and Amazon Connectp. 820
- Show an Accurate Call-Recording State in Omni-Channelp. 824
- Account for Latency Between Omni-Channel and Amazon Connect when Rerouting Callsp. 826
- Stay Logged In to Omni-Channel When Using Multiple Tabsp. 833
- Route Orchestration Work Items with Omni-Channelp. 834
- Pause Messaging Sessions with Omni-Channel Status-Based Capacity (Beta)p. 834
- Support Customers While on the Go with Omni-Channel for Mobile (Beta)p. 832
- Enhance Routing with Omni-Channel for Government Cloud Plusp. 834
Spring ’2410
- Speed Through Messaging Sessions with the Omni-Channel Sidebarp. 733
- Preview Your Messaging for Web Branding and Configurationsp. 733
- Optimize Messaging for In-App and Web with a New Trailhead Badgep. 733
- Save a Transcript of Your Messaging for Web Conversationp. 734
- Choose a Device for Omni-Channel Notification Soundsp. 739
- Get Streamlined Support for Service Cloud Voice with Amazon Connectp. 738
- Get the Most out of Omni-Channel with the Sidebar Layoutp. 759
- Use Enhanced Omni-Channel in Apps with Standard Navigationp. 762
- Get Omni-Channel Notification Sounds Through Your Speakersp. 764
- Enhanced Omni-Channel Allows More Queued Work Itemsp. 763
Winter ’2410
- Improve Agent Performance with Omni-Channel Dashboardsp. 662
- Initiate Conversations in Enhanced Messaging Channels and Messaging for In-Appp. 686
- Set Multi-Language Keywords and Responses in Messaging for In-App and Webp. 688
- Clone Your Messaging for In-App Deploymentp. 694
- Get Streamlined Support for Service Cloud Voice with Amazon Connectp. 697
- Add More AWS Services to Service Cloud Voice with Amazon Connectp. 710
- Experience a Sleeker Call Interface in the Omni-Channel Utilityp. 709
- Popup Window and Banner Added to Encourage Adoption of Messaging for In-App and Webp. 713
- Upgrade to Enhanced Omni-Channelp. 718
- Speed Through Work with the Omni-Channel Enhanced Agent Experiencep. 718
Summer ’2318
- Route Important Work Items Quickly with Omni-Channelp. 306
- Engage More with Customers by Using Messaging for In-App and Webp. 309
- Let Messaging for In-App and Web Conversations Continue Across Multiple Channelsp. 672
- Hide the Messaging for In-App or Web Button Outside of Your Business Hoursp. 673
- Automatically Mark Messaging Sessions Inactive in Messaging for In-App and Webp. 676
- Choose When to Show a Pre-Chat Form in Messaging for In-App and Webp. 678
- Control the Messaging for Web Button’s Visibility Programmatically on Your Websitep. 674
- Add Dropdown Fields to Your Pre-Chat Form in Messaging for In-App and Webp. 678
- Modernize Your Channel Menu with Messaging for Webp. 679
- Let Agents Accept Omni-Routed Messaging Sessions in Messaging for In-App and Webp. 679
- Let Customers Navigate Your Website While Maintaining a Messaging for Web Conversationp. 680
- Add User Verification to Messaging for Web in Aura Sitesp. 681
- Add More AWS Services to Service Cloud Voice with Amazon Connectp. 684
- Other Improvements to Messaging for In-App and Webp. 682
- Say Goodbye to the Messaging for In-App and Web SKUp. 680
- Access Service Cloud Voice with Microsoft Edge (Chromium)p. 687
- Create Amazon Connect Instances for Service Cloud Voice with Confidencep. 690
- Add Messaging for Web to Your Channel Menup. 696
Spring ’2315
- Use Omni-Channel Service Resources in Salesforce Schedulerp. 86
- Self-Provision the Connection Between B2C Commerce and Omnichannel Inventoryp. 148
- Extend Omni-Channel Softphone Capabilities for Service Cloud Voicep. 199
- Verify Member Identity for Engagements Initiated Via Omni-Channelp. 400
- Test Enhanced Domains with Service Cloud Voicep. 594
- Collect Valuable Customer Data with Hidden Pre-Chat Fields in Messaging for In-App and Webp. 621
- Let Authenticated Customers Access Messaging for In-App and Web History with User Verificationp. 622
- Choose an Action for Your Return or Enter Key in Messaging for Webp. 626
- View and Share Files More Easily in Messaging for In-Appp. 627
- Track More AWS Cost and Usage Metrics with Service Cloud Voicep. 639
- Update Service Cloud Voice After a My Domain Changep. 639
- Give Your Developers the Latest Service Cloud Voice Featuresp. 645
- Specify a Default Outbound Omni-Channel Flow for Your Enhanced Botp. 652
- Monitor Contact Center Health in the Omni-Channel Wallboard (Pilot)p. 663
- Improvements to Omni-Channel Flowsp. 665
Winter ’2322
- Efficiently Handle B2C Commerce Orders When Omnichannel Inventory Is Unavailablep. 155
- Verify the Identity of a Customer When an Engagement Is Initiated Via Omni-Channelp. 476
- Encrypt More Service Cloud Voice Fieldsp. 675
- Promote Transparency with Estimated Wait Time in Messaging for In-App and Webp. 692
- Modernize Communication with Emojis in Messaging for In-App and Webp. 691
- Respond to Customers Faster with Quick Text in Messaging for In-App and Webp. 694
- Send File Attachments with Messaging for In-App and Webp. 695
- Search Message History with Messaging for In-Appp. 696
- Help Customers Message Easier with Browser Tab Enhancements in Messaging for Webp. 697
- Help Agents Navigate the Messaging for In-App and Web Conversation with New Toolsp. 693
- Complete the Conversation After an Outage by Resending Failed Messaging for Web Messagesp. 698
- Get the Latest Version of Messaging for Web Automatically in Experience Builderp. 699
- Update Your URLs to Enhanced Domains in Messaging for Webp. 697
- Embed Messaging for Web in More Experience Builder Templatesp. 698
- Other Changes in Messaging for In-App and Webp. 699
- Create Cases for Inbound Calls with an Omni-Channel Flow Templatep. 703
- Save Time with Auto-Provisioning for Omni-Channel Contact Flowsp. 708
- Prevent Accidental Logouts in Omni-Channelp. 710
- Give Your Developers the Latest Service Cloud Voice Featuresp. 712
- Direct Cases to Qualified Agents with Omni-Channel Flowsp. 713
- Make More Calls with Service Cloud Voicep. 711
- Access All Omni-Channel Setup Tasks from One Pagep. 730
Summer ’2212
- Add Messaging for Web to an Experience Site (Generally Available)p. 296
- Encrypt Participant Display Names in Service Cloud Voicep. 624
- Connect Messaging for Web to an Experience Site (Generally Available)p. 637
- Add an Enhanced Bot to Messaging for In-App and Webp. 638
- Add Flexibility and Power with Messaging for In-App and Web (Generally Available)p. 634
- Use Service Cloud Voice with an Existing Amazon Connect Instancep. 644
- Make More Calls with Service Cloud Voicep. 645
- Reinforce Customer Trust with Service Cloud Voice HIPAA Compliance Offeringsp. 645
- Give Your Developers the Latest Service Cloud Voice Featuresp. 647
- Customize the Agent Experience with Omni-Channel Alert Soundsp. 651
- Connect Your Customers to a Bot with Omni-Channel Flow (Generally Available)p. 653
- Omni-Channel Plan Is Now Called Capacity Planp. 666
Spring ’227
- Prepare for and Manage Omnichannel Inventory Downtimep. 195
- Route Calls with Omni-Channel Flows (Generally Available)p. 597
- Create Custom Call Settings for Your Agents in Omni-Channelp. 602
- Monitor Service Cloud Voice Issues with Amazon CloudWatchp. 603
- Get the Enhanced Service Cloud Voice Experiencep. 606
- Invoke an Omni-Channel Flow to Route Non-Real-Time Objectsp. 609
- Route Incidents to the Right Team with Omni-Channelp. 626
Winter ’2212
- Access Omnichannel Inventory Headless APIs with Your Salesforce Credentialsp. 188
- Use Service Cloud Voice with Partner Telephony (Pilot)p. 518
- Route Calls with Omni-Channel Flows (Beta)p. 593
- Define Omni-Channel Statuses for Missed and Declined Callsp. 595
- Use Desk Phones with Service Cloud Voice (Generally Available)p. 597
- Monitor Service Cloud Voice on the Trust Sitep. 598
- Route Messaging Sessions with Omni-Channel Flows (Beta)p. 600
- View the Omni-Channel Plan by Shifts, Not Time Intervalsp. 602
- Create a Workload History, Intelligent Forecast, and Omni-Channel Plan in a Queue-Based Workflowp. 602
- Create Shifts in Bulk from Your Omni-Channel Planp. 603
- Connect Your Customers to the Correct Service Agents Using Omni-Channel Flow (Generally Available)p. 606
- Get a Head Start on Building Omni-Channel Flows with Templatesp. 607
Summer ’2110
- Omnichannel Inventory Flow Core Actionsp. 199
- Add Service Cloud Voice as a Conversation Insights Recording Providerp. 552
- Generate Scheduling Requirements and Ensure Shift Coverage with Omni-Channel Planningp. 609
- Use Your Telephony Provider with Service Cloud Voice for Partner Telephony (Generally Available)p. 614
- Build Tailored Solutions for Your Customers with the Service Cloud Voice Toolkit APIp. 617
- Use Desk Phones with Service Cloud Voice (Pilot)p. 620
- New Names for the Service Cloud Voice Setup Pagesp. 621
- Service Cloud Voice Now Supported in Government Cloudp. 622
- Improve Planning and Performance with New Omni-Channel Capacity Limitsp. 628
- Connect Your Customers to the Right Service Agents Using Omni-Channel Flow (Beta)p. 627
Spring ’215
Winter ’218
- Recommend the Next Best Action for Agents with the Service Cloud Voice Toolkit API (Generally Available)p. 140
- Facilitate Training with Service Cloud Voice Transcript Monitoringp. 145
- Use Skills-Based Routing Rules to Direct Messages to the Right Agentsp. 149
- Omni-Channel Routing Types Renamedp. 150
- Use Skills-Based Routing Rules to Direct Chats to the Right Agentsp. 151
- Attribute Setup for Skills-Based Routing Was Renamedp. 160
- Use Omni-Channel Skills-Based Routing Rules to Route Chats and Messages to Agents with the Right Skillsp. 160
- Monitor Service Cloud Voice Transcripts in Omni-Channel Supervisorp. 162
Summer ’201
Spring ’202
Winter ’204
Summer ’193
Spring ’196
- Route Text Messages to Qualified Agents with Omni-Channel Skills-Based Routingp. 207
- View Transcripts Without a Live Agent Licensep. 209
- Route Chats to Qualified Agents with Omni-Channel Skills-Based Routing (Generally Available)p. 210
- Support Your Agents with Enhancements to Omni-Channel Supervisor for Lightning Experiencep. 210
- Route Text Messages and Chats to Qualified Agents with Skills-Based Routing (Generally Available)p. 223
- Route Customer Contact Requests with Omni-Channelp. 224
Winter ’196
- Customize the Live Agent Session Page in Lightning Experiencep. 207
- Access Live Agent Setup Pages in Lightning Experiencep. 205
- Use Skills-Based Routing to Route Chats in Live Agent (Beta)p. 208
- Take Advantage of Improvements to Live Agentp. 212
- Let Supervisors Monitor Chats in Real Time in Omni-Channel Supervisorp. 244
- Keep an Eye on Agent Workload for Both Queue-Based and Skills-Based Routing in Omni-Channel Supervisorp. 244
Summer ’188
- Get the Right Work to the Right Agent with Skills-Based Routing (Generally Available)p. 208
- View Work Routed by Skills in Omni-Channel Supervisorp. 209
- Set Up Omni-Channel in Lightning Experiencep. 210
- See “New” Work and “My Work” in the Omni-Channel Utilityp. 209
- Catch Your Agent’s Eye with Incoming Message Notifications in Live Agentp. 239
- Set Up Live Agent in Lightning Experience with a Guided Setup Flowp. 241
- Get a Quick Start to Snap-Ins Chat with the Live Agent Setup Flowp. 244
- Preview File Attachments in Live Agent in Lightning Experiencep. 239
Spring ’188
- Give Live Agent Users Access to Knowledgep. 176
- Create Service Resources for Omni-Channel Support Agents (Beta)p. 181
- Get Started with Omni-Channel in Lightning Experience with a New Setup Flowp. 208
- Omni-Channelp. 211
- Get the Right Work to the Right Agent, Right Away, with Skills-Based Routing (Beta)p. 212
- Let Supervisors See Only What Matters in Omni-Channel Supervisor (Beta)p. 213
- Use Omni-Channel Console Methods and Events in Lightning Experience (Generally Available)p. 214
- Monitor Your Support Center with Omni-Channel Supervisor in Lightning Experience (Generally Available)p. 213
Winter ’189
- Do More in Service Console with Macros, Live Agent, and Other Enhancementsp. 151
- Feature Gaps for Live Agent in Lightning Experiencep. 202
- Omni-Channelp. 203
- Route Live Agent Chats with Omni-Channel in Lightning Experiencep. 206
- Monitor Your Support Center with Omni-Channel Supervisor in Lightning Experience (Beta)p. 206
- Use an External Routing Implementation with Omni-Channel (Beta)p. 208
- Get More Done with Raised Limits for Omni-Channelp. 208
- Use Omni-Channel Methods in the Console API and a New Component in Lightning Experience (Beta)p. 208
- Let Supervisors See Only What Matters in Omni-Channel Supervisor (Beta)p. 207
Summer ’173
Spring ’176
Winter ’1710
- Omni-Channelp. 213
- Omni-Channel Routing for Live Agent Chats: Use Omni-Channel Queues to Route Chats with Other Work (Beta)p. 219
- Live Agentp. 218
- Consolidate Agents’ Notifications on Omni-Channelp. 221
- Give Supervisors Real-Time Data from Omni-Channel-Routed Chats with Omni-Channel Supervisor (Beta)p. 221
- Omni-Channel Supervisor: Give Supervisors Real-Time Insight (Beta)p. 214
- Pick Me! Prioritize Chats Alongside Other Omni-Channel Workp. 220
- More Chat Settings Moved to Omni-Channel Setupp. 222
- Limitations for Omni-Channel Routing for Live Agent Chatsp. 223
- Access More Data for Chats Routed with Omni-Channelp. 226
Summer ’162
- Omni-Channelp. 182
- Live Agentp. 187
Spring ’162
- Live Agentp. 214
- Omni-Channelp. 215
Winter ’164
Summer ’154
Summer ’143
Spring ’141
Winter ’148
- Enable Live Agent’s Pre-Chat APIp. 178
- Create, Delete, and Edit Live Agent Session Recordsp. 177
- Access Your Live Agent API Endpointp. 185
- Live Agent API Versionsp. 184
- Setup Label Changed from “Agent Configurations” to “Live Agent Configurations”p. 183
- Live Agent Deployment API: New Methodsp. 185
- Live Agent REST API: Generally Availablep. 186
- Live Agent Pre-Chat API: Generally Availablep. 185
Summer ’134
Spring ’132
Winter ’131
Summer ’121
More in Service
- Service Console and Cases197 notes
- Knowledge132 notes
- Field Service197 notes