Service Channels

Service channels allow you to convert Salesforce objects into work items. Omni-Channel routes these work items to users.

Create a Service Channel

• > [Setup] >Quick Find > [Service Channels] > [New]

• Enter the values for each field and click [Save].

Service Channel fields

Required

Item	Description	Required
Service Channel Name	The name of the service channel. Enter 'SimplyChat'.
Developer Name	The API name of the service channel. This field is automatically populated when you enter the Service Channel Name and should be set to 'SimplyChat'.
Salesforce Object	Select the object to be converted into a work item. Select 'Chat Session'.
Custom Console Footer Component	Specifies the component that is displayed when a user accepts a work item.
Minimize the Omni-Channel widget when work is accepted	The Omni-Channel widget is automatically minimized when the user accepts a work item.
Automatically accept work requests	Work items are assigned automatically without requiring the user to accept them manually.
Override agent's audio settings	Select the notification sound that is played when a work item is routed to the user.