Standard Omni-Channel End of Life: Your Questions Answered

If you’ve been hearing about Standard Omni-Channel going End of Life (EOL) – good! We’ve included this in our monthly emails since June 2025, but in case you’ve missed it and this is the first you’re hearing – Standard Omni-Channel is going end of life at the Summer ’26 major release. With the Summer ’26 release coming up in June, it’s time to make the switch to Enhanced Omni-Channel. But here’s the good news: this is nothing to be afraid of. Enhanced Omni-channel has been GA for nearly 3 years, and over 50% of our traffic and 35% of our customers are already running on Enhanced Omni-Channel successfully!

Let’s answer some common questions to make this transition as smooth as possible.

When is Standard Omni-Channel going End of Life?

Standard Omni-Channel will reach its end of life with the Summer ’26 release. For Production orgs, that is on or around June 13th, 2026 depending on your instance. For Sandbox this is on or around May 8th, 2026. After this date, Standard Omni-Channel will no longer be supported, and all orgs will be moved to Enhanced Omni-Channel.

Why is Standard Omni-Channel going EOL?

Enhanced Omni-Channel runs on modern infrastructure built for scale on Hyperforce. By consolidating on Enhanced Omni-Channel, we can:

• Move faster on new features
• Reduce maintenance overhead
• Deliver better performance and reliability
• Unlock innovation that benefits all customers

In short – we can provide you more value for your investment – faster!

All future Omni-Channel features and improvements will only be available on Enhanced Omni-Channel – that includes all new features we’ve delivered in the last 2 years (2024 & 2025).

What’s different between Standard and Enhanced Omni-Channel?

The good news? Virtually nothing! Enhanced Omni-Channel includes all the features of Standard Omni-Channel, plus:

• Enhanced Agent Experience with the new Inbox view
• Enhanced Supervisor Experience with the Wallboard view
• Improved Status-Based Capacity with Paused work states
• Route by SLA with Acceptance Due Date
• All future innovations and features

For a detailed comparison, check out our help documentation.

What do I lose when I upgrade?

For most customers: absolutely nothing! Your routing rules, queue configurations, and agent setups will continue to work exactly as they do today.

The only notable exception is the ‘Transfer Skills’ button on the Omni-Channel widget, which isn’t available in Enhanced. You can easily replace this with the out of the box transfer action for records, or create your own Flow if needed.

What do I need to do before the upgrade?

The only action required beforehand is to make sure that the SCRT2 domain (*.salesforce-scrt.com) is an allowed domain within your network. See Allow the Required Domains for more information.

All existing functionality will continue as it was before, with no setup changes necessary.

Do I need to migrate off legacy channels first?

Yes! If you’re using legacy Chat (formerly LiveAgent) or Standard Messaging channels (e.g. SMS, WhatsApp), you’ll need to upgrade to their Enhanced equivalents before moving to Enhanced Omni-Channel:

• Legacy Chat → Enhanced Chat (formally known as Messaging for In-App & Web, or MIAW)
• Standard Messaging → Enhanced Messaging

In saying that, the End of Life date for these channels is in February 2026, so a whole release before the Standard Omni-Channel End of Life, so in all likelihood you will already be upgraded before the Summer ’26 release.

How hard is it to manually upgrade?

It couldn’t be simpler! Navigate to ‘Omni-Channel Settings’ and click the toggle. Accept the terms and conditions, and you’re done! Have your agents log out of Omni-Channel and back in, refresh their screens, and they’ll see the new experience.

That’s it. Really!

What if I don’t upgrade manually before June?

We’ll be running automatic migrations for orgs that haven’t upgraded yet, in multiple waves leading up to the EOL date. However, we strongly encourage you to upgrade proactively yourself so you can:

• Choose the timing that works best for your team
• Test the new experience on your schedule
• Start benefiting from Enhanced features immediately

These automatic migrations and beginning this month, and will happen during maintenance windows. Emails will be sent out to administrations a month ahead of the upgrade, if your org is included in the automatic upgrades.

What happens after June 13th, 2026?

After the Summer ’26 release, Standard Omni-Channel will no longer be available. All orgs will be upgraded to Enhanced Omni-Channel when the org is upgraded to the Summer ’26 version.

The only exclusions are those with an exemption for the EOL for legacy chat, or don’t agree to the AWS terms and conditions of Hyperforce.

The only exclusions are those with an exemption for the EOL for legacy chat, or don’t agree to the AWS terms and conditions of Hyperforce.

Where can I learn more?

For more information and detailed comparisons:

• Comparison of Standard & Enhanced Omni-Channel
• What is Enhanced Omni-Channel? (my original post from 2023 when it went GA)
• Knowledge Article about the End of Life

The Bottom Line

Enhanced Omni-Channel is already powering the majority of our routing traffic, and thousands of customers are successfully using it today. The upgrade is straightforward, and you’ll gain access to new features while maintaining all your existing functionality. Don’t wait until the last minute – make the switch today and join the Enhanced Omni-Channel community!

Questions? Drop a comment below or reach out to your Salesforce team.