# SMS-Magic Converse Integration with Salesforce OmniChannel

> **Source**: [SMS-Magic](https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel)
>
> <p>The article outlines integrating OmniChannel with SMS-Magic for real-time user message routing. It covers creating queues, enabling Omni-Channel, setting up service channels, routing configurations, and associating agents. </p>

## Browse Collection

1. [SMS-Magic Converse Integration with Salesforce OmniChannel](https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/lmT8x7n1Nug-sms-magic-converse-integration-with-salesforce-omnichannel.md) (Article)
2. [Omnichannel Case Management - Video Guide](https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide.md) (Video)

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# ARTICLE: SMS-Magic Converse Integration with Salesforce OmniChannel

## METADATA

- id: QgSzTQfU9e4tXEW5DSsAQw
- type: article
- source: SMS-Magic
- content_url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/lmT8x7n1Nug-sms-magic-converse-integration-with-salesforce-omnichannel

- collection_url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel

## CONTENT

**Objectives:**

To understand the OmniChannel settings and how to integrate it with SMS Magic.

**What is Omni Channel:**

Omni-Channel is a flexible, customizable feature, and you can configure it declaratively—that is, without writing code. Using Omni-Channel, you can prioritize the work item and route to a specific agent with the help of a queue.

**Why to use Omnichannel with SMS-Magic:**

If there is a requirement to route incoming messages/conversation/records related to the messages to a set of users on real time, this could be achieved with enabling of Omni Channel.

**Enable Omnichannel**

1. Create QueueFirstly, you have to create a queue with required users added to it. For that, go to Setup- > Queues-> New.

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1. Enable Omni-Channel

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1. Create Service Channels

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Omni-Channel currently supports routing for the following objects and records. 

- Cases
- Chats
- SOS video calls
- Social posts
- Orders
- Leads
- Custom objects that don’t have a master object

1. Create Routing Configurations

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1. Associate Routing Configurations and Agents with Queues

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1. Create Presence Configurations

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1. Create Presence Statuses

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**Set Access to Presence Statuses**: Presence statuses indicate whether an agent is online and available to receive incoming work items, or whether the agent is away or offline.

- With permission sets
- With profiles

**Add the Omni-Channel Widget to the Salesforce Console:** After you get Omni-Channel all set up for your organization, it’s time to add the Omni-Channel widget to the Salesforce console so that your agents can start receiving work.

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**Add the Omni-Channel Utility to a Lightning Console App**: Add the Omni-Channel utility to your Lightning Service console to route work to agents in a flash.

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