> For the complete documentation index, see [llms.txt](https://help.windmillsoft.kr/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.windmillsoft.kr/en/simplychat/installation-and-basic-setup-guide/salesforce-settings/omni-channel.md).

# Omni-Channel

## Enable Omni-Channel

{% hint style="warning" %}
If Omni-Channel is already enabled, skip this step and proceed directly to the flow configuration.
{% endhint %}

* ![](/files/6mZ7dieUAXqYfDAYMT9E) > \[Setup] > Quick Find > \[Omni-Channel Settings] > \[Enable Omni-Channel] > \[Save]

<figure><img src="/files/Scb9VpzzOfW1i5sqsnqN" alt=""><figcaption></figcaption></figure>

## Omni-Channel settings

<table><thead><tr><th width="232">Item</th><th width="418.33333333333326">Description</th><th data-type="checkbox">Required</th></tr></thead><tbody><tr><td>Enable Omni-Channel</td><td>Select whether to enable Omni-Channel.</td><td>true</td></tr><tr><td>Enable Skills-Based and Direct-to-Agent Routing</td><td>Select this option to route work items to users with specific skills.</td><td>false</td></tr><tr><td>Enable Secondary Routing Priority</td><td>Select whether to apply the secondary routing priority configured for the service channel.</td><td>false</td></tr><tr><td>Enable Status-Based Capacity Model</td><td>Determines a user's capacity based on the status of work items. When enabled, the work item remains assigned to the user and counts toward the user's capacity until it is completed or reassigned to another user.</td><td>false</td></tr><tr><td>Display a login confirmation upon loading a console with Omni-Channel</td><td>When enabled, a confirmation dialog is displayed asking whether the user wants to remain logged in to Omni-Channel to avoid ending active conversations.</td><td>false</td></tr></tbody></table>