Omni-Channel Status Integration in Salesforce

Unaric Voice integrates directly with Salesforce Omni-Channel, keeping agent presence status in sync across all communication channels. When an agent receives a call in Unaric Voice, their Omni-Channel status automatically updates to Busy - preventing new chat, case, or messaging assignments. This bi-directional sync ensures agents aren’t overloaded and can focus on one interaction at a time.

Status changes made in either Unaric Voice or Salesforce Omni-Channel are reflected immediately in both systems.

For example, selecting “Do Not Disturb” in the SoftPhone updates Omni-Channel accordingly, and vice versa.

This live synchronization helps supervisors track true agent availability and simplifies queue management for blended service teams.

By dynamically updating agent status during calls, Unaric Voice prevents context switching and ensures better customer experiences.

Agents won’t be assigned new chats or cases while on the phone, and once wrap-up time ends, their availability resets according to team preferences.

This automation supports efficient, focused workflows without manual updates.

Omni-Channel integration is easily configured in Salesforce Setup and can be customized based on your team’s routing logic.

Whether agents are handling chat, voice, social, or email, presence states remain consistent across all channels. It’s an essential feature for high-volume service centers and multitasking teams that depend on synchronized operations.