You can combine your available channels into a single queue. Depending on how you set up Omni-queue, your agents can receive work items from the chat, email, and messaging channels in one queue.
Use Automatic Distribution to automatically place agents in an active sessions without agent interaction.
How does Automatic Distribution for Omni-queue influence other channels?
Omni-queue settings override Automatic Distribution for other channels and thereby simplifies admins' work. When a channel is part of Omni-queue, you can no longer modify its Automatic Distribution settings, even if Automatic Distribution is not enabled for Omni-queue.
What about department-level Automatic Distribution settings?
You cannot modify Automatic Distribution for chat, email, and messaging channels at the department level, even if Automatic Distribution is disabled for Omni-queue. However, you can define Automatic Distribution for Omni-queue at the department level. This will override account-level Omni-queue settings.
Can agents receive work items on all Omni-queue channels?
No. Agent-specific channel settings override Omni-queue settings. When a channel is disabled for agents, they do not receive items on that channel, even if the channel is included in Omni-queue.