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Accessing Salesforce Omni Channel from Mobile
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Apr 23, 2025
Service Representatives can access Salesforce Omni-Channel from their Mobiles using Omni Inbox. Blog Post: https://www.infallibletechie.com/2025/04/accessing-salesforce-omni-channel-from-mobile.html
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0:07
hello everyone in this video we are
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going to see how to access Salesforce
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omni channel widget from mobile if you
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wanted to have your Salesforce
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representatives to use your uh corporate
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mobile or their personal mobile based on
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the uh company policy you wanted them to
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access Salesforce omni channel from
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their mobile devices then we can make
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use of omni inbox using omni inbox
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feature the sales representatives will
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be able to access Salesforce omni
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channel from their mobile
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devices the first step in order to
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achieve this is to enable enhanced omni
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channel go to Salesforce omni channel
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settings in your Salesforce
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setup toggle on enhanced omni channel
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routing once this is
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enabled the next step
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is we have to give messaging user
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permission set license to the service
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representatives so we have to give
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messaging user permission set license
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once this is assigned the service
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representatives will be able to access
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Omni inbox from their mobile devices
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next create a permission
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set and enable messaging agent
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permission in the in
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the permission set you have to make sure
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messaging agent permission is enabled so
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that the service representatives will be
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able to send and receive messages
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through
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messaging and in the profile we have to
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give
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omni inbox which is under object
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settings the tab settings for that it
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should be default on i'm making use of
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system administrator profile for
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reference here if the representatives
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are having a a custom profile then you
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have to go to object settings of that
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profile and then we have to give omni
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inbox when you create a permission set
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for this messaging agent you can make
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use of the same permission set where you
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can enable this messaging agent
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permission and then you can assign this
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permission set to the service
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representatives so that you have one
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permission set which will
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be used for all Omni inbox features
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next in the console app we have to go to
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navigation items and then add omni inbox
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as selected
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items save
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it next create a lightning record page
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in the lightning record page we we have
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to select phone when we activate it in
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this messaging session in uh lightning
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record page for mobile or
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phone make sure you are adding enhanced
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conversation
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component so here I'm making use of just
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only one
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component on the lightning record page
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the component is enhanced conversation
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do not use standard conversation please
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make sure to use enhanced conversation
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once that is
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done we can ask the salesforce service
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representatives to make use of omni
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inbox so they have to go
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to menu here they have to select all
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items and then they have to search for
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omni
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inbox and they will be able to select
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the present statuses so I have selected
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messaging
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available now let me go and initiate a
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messaging
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session so I'm able to receive the
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messaging session from in the
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phone
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testing
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demo so all the messages I'm able to see
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it from my mobile phone i was able to
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accept the messaging session
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record and then uh I'm saying demo from
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agent so as a service representative I
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was able to make use of my mobile device
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to be available in omni channel so that
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I will be able to assist the customers
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from my mobile device
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please check the video description in
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the video description I have given my
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blog post from the blog post you should
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be able to get all the steps that were
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discussed in this video for your
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reference i hope it was helpful
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thank you for watching
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