Using Unite

Owned by Helen Griffith
Last updated: Jan 22, 2024


Unite (omni-channel routing) is deprecated

Unite (omni-channel routing) is now deprecated. To route cases, use Salesforce external routing.

For  information, see Integration with Salesforce external routing in Vonage Contact Center omni-channel solution.

If Unite is enabled and configured, Salesforce creates cases corresponding to messages from various sources: email, social media including Twitter and Facebook, SMS, and so on. When a new case arrives in Salesforce, if the case is assigned to you, the case pops in Service Cloud. You can interact with the case in various ways.

In this section

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