Using Unite


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.

Support and documentation feedback

For general assistance, please contact Customer Support.

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