I am looking at https://releasenotes.docs.salesforce.com/en-us/winter18/release-notes/rn_live_agent_lex_gaps.htm

The release documentation says-

You must route chats with Omni-Channel to chat in Lightning Experience. Make sure you have Omni-Channel ready for Lightning Experience and have set up your chat button to route with Omni-Channel. Considerations for Omni-Channel routing for chats apply.

Does that mean to be able to use Live-agent in lightning console , omni-channel must be configured and enabled ? If I don't have need for omni-channel but do need live-agent, does that mean i have to stick with Service Console Classic ?

1 Answer 1


It means you'll be able to use Live Agent but you need to route the Live Agent Chats with omni-channel routing. Basically you'll need to have Live Agent Configured and then configure omni-channel.

Since you already have Live Agent, Salesforce will create a routing channel for you called Live Agent. Use it for the presence status definition. In the chat button select omni option instead of routing by skill and in the queue select the Live Chat Transcript object and Live Agent Session

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