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Accessing Salesforce Omni Channel from Mobile
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
0:09
going to see how to access Salesforce
0:13
omni channel widget from mobile if you
0:18
wanted to have your Salesforce
0:20
representatives to use your uh corporate
0:24
mobile or their personal mobile based on
0:26
the uh company policy you wanted them to
0:30
access Salesforce omni channel from
0:32
their mobile devices then we can make
0:35
use of omni inbox using omni inbox
0:40
feature the sales representatives will
0:43
be able to access Salesforce omni
0:45
channel from their mobile
0:47
devices the first step in order to
0:50
achieve this is to enable enhanced omni
0:54
channel go to Salesforce omni channel
0:57
settings in your Salesforce
0:59
setup toggle on enhanced omni channel
1:04
routing once this is
1:07
enabled the next step
1:09
is we have to give messaging user
1:14
permission set license to the service
1:17
representatives so we have to give
1:20
messaging user permission set license
1:23
once this is assigned the service
1:26
representatives will be able to access
1:28
Omni inbox from their mobile devices
1:33
next create a permission
1:36
set and enable messaging agent
1:40
permission in the in
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the permission set you have to make sure
1:46
messaging agent permission is enabled so
1:48
that the service representatives will be
1:51
able to send and receive messages
1:53
through
1:56
messaging and in the profile we have to
2:00
give
2:02
omni inbox which is under object
2:04
settings the tab settings for that it
2:07
should be default on i'm making use of
2:10
system administrator profile for
2:12
reference here if the representatives
2:15
are having a a custom profile then you
2:18
have to go to object settings of that
2:21
profile and then we have to give omni
2:23
inbox when you create a permission set
2:26
for this messaging agent you can make
2:28
use of the same permission set where you
2:30
can enable this messaging agent
2:32
permission and then you can assign this
2:34
permission set to the service
2:37
representatives so that you have one
2:39
permission set which will
2:42
be used for all Omni inbox features
2:48
next in the console app we have to go to
2:52
navigation items and then add omni inbox
2:56
as selected
2:59
items save
3:01
it next create a lightning record page
3:04
in the lightning record page we we have
3:07
to select phone when we activate it in
3:11
this messaging session in uh lightning
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record page for mobile or
3:17
phone make sure you are adding enhanced
3:21
conversation
3:23
component so here I'm making use of just
3:26
only one
3:27
component on the lightning record page
3:31
the component is enhanced conversation
3:34
do not use standard conversation please
3:37
make sure to use enhanced conversation
3:40
once that is
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done we can ask the salesforce service
3:46
representatives to make use of omni
3:48
inbox so they have to go
3:50
to menu here they have to select all
3:53
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
4:02
the present statuses so I have selected
4:05
messaging
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available now let me go and initiate a
4:09
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
4:25
testing
4:27
demo so all the messages I'm able to see
4:29
it from my mobile phone i was able to
4:32
accept the messaging session
4:34
record and then uh I'm saying demo from
4:45
agent so as a service representative I
4:48
was able to make use of my mobile device
4:52
to be available in omni channel so that
4:54
I will be able to assist the customers
4:57
from my mobile device
5:04
please check the video description in
5:06
the video description I have given my
5:08
blog post from the blog post you should
5:10
be able to get all the steps that were
5:12
discussed in this video for your
5:21
reference i hope it was helpful
5:32
thank you for watching
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