Releasing a case in 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.

Releasing a case is like hanging up on a call. When you have finished working on the case, you can release the case. Depending on how omni-channel routing is configured, when you release a case, Salesforce might update the status of the case, for example, to Closed. For information on configuring omni-channel routing, see Configuring Unite.

To release the case, in ContactPad, click Release.

Release button

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