As per this article, Salesforce doesn't run automation when a record is being routed via omnichannel. I also checked via debug logs - when omnichannel routes a record, no debug logs are spawned.

We've got a requirement to set a datetime field when a case has been routed to an agent via omnichannel.

Is there a way to execute an automation on when a case has been routed via omnichannel? Or other ways to fulfill the requirements? The only idea I've got now is to use scheduler, which has its disadvantages.

1 Answer 1


Found a workaround. Whenever a case is assigned by omnichannel to an agent - AgentWork record is created. Triggers(and other automation) work on the record.

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