New Omnichannel - Email Integration

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Posted on by JHILS

We are trying to connect an incoming email queue into Omnichannel, we have set up a workstream and a omnichannel queue. Emails have to come in on a traditional queue and we are having a problem getting them to go from that traditional queue into the workstream. Has anyone used the new omnichannel (the one with a heart logo) to get email as a "channel"?

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JHILS 10 on at

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RE: New Omnichannel - Email Integration

I feel like these directions are not updated for the new release that occurred on 11/1. Entity is not an option in channels. Or maybe we are using the wrong admin site. I was told that we should use the Omnichannel Admin Center with the heart logo. Is that not correct?
Community Member Microsoft Employee on at

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RE: New Omnichannel - Email Integration

Hi JHILS,

The following channels are currently available in Omnichannel for Customer Service:

Overview of channels in Omnichannel for Customer Service | Microsoft Docs