Today is June 1. Standard Omni-Channel in Salesforce is officially retired. If your org has not migrated to Enhanced Omni-Channel Routing and your production instance hits the Summer '26 upgrade before you are ready, your agents will not be able to log in to Omni-Channel and work items will stop routing entirely. This is not a beta warning. This is now.
⚠
What breaks if your org upgrades without completing the migration
Agent login
Agents see an error when attempting to log in to Omni-Channel. They cannot set themselves as Available and cannot receive routed work items until the migration is completed.
Work routing
Incoming cases, chats, and calls stop routing entirely to any queue using Standard Omni-Channel logic. Work items queue without assignment until an admin completes the migration.
Specific channels
Live Agent (Chat), standard SMS, and Facebook Messenger queues are the highest-risk channels. Each requires individual migration before Enhanced routing is enabled — enabling Enhanced routing first on these breaks them even if the main switch was working.
Resolution
The fix requires completing migration steps in production under time pressure, potentially during a service outage. The correct time to do this is now, in a sandbox, not after the upgrade breaks routing.
Step 1: Check your current Omni-Channel status
Open Setup and search for Omni-Channel Settings. If your org shows Standard Omni-Channel Routing as active, you have not completed the migration. If Enhanced Omni-Channel Routing is enabled, check whether all service channels have been migrated — it is possible to have Enhanced routing active but individual channels still on the legacy configuration.
The specific channels that require individual migration steps before you enable Enhanced routing are: Live Agent (Chat), standard SMS channels, and Facebook Messenger. Enabling Enhanced Omni-Channel routing before migrating these channels will break routing for those specific queues.
Step 2: Check your production upgrade date
Not all production orgs upgrade on the same weekend. The Summer '26 production upgrade runs across three windows: some instances upgraded May 15, the main production wave is June 5, and the final wave is June 12. Your upgrade date determines how much time you have.
Find your instance: Setup → Company Information → Instance field. Then check your specific upgrade date at status.salesforce.com. If your instance upgrades June 5, you have four days from today. If it upgrades June 12, you have eleven.
How to find your production upgrade date
1
Open Salesforce Setup → search for Company Information Setup → Company Information → Instance
2
Note the instance name (e.g. NA87, EU15, AP5)
3
Go to trust.salesforce.com → select your instance → find the Summer '26 maintenance window trust.salesforce.com/status/maintenance
Summer '26 Production Upgrade Waves
May 15
First wave — selected instances already upgraded. If your org is on this wave, you are already on Summer '26.
Already live
June 5
Main production wave — majority of orgs. This is Thursday. The window to prepare is today.
Tomorrow
June 12
Final wave — remaining instances. You have until June 11 EOD if your instance is in this wave.
7 days left
Step 3: Migrate in the correct sequence
Enhanced Omni-Channel Migration — Correct SequenceDo in this order
1
Migrate individual service channels first
Live Agent (Chat), standard SMS channels, and Facebook Messenger must be individually migrated before you enable Enhanced routing. Enabling Enhanced routing before these migrations breaks them. This is the step most orgs get wrong.
Do this before anything else
2
Enable Enhanced Omni-Channel Routing
After channel migrations in Step 1 are complete, open Omni-Channel Settings in Setup and enable Enhanced Omni-Channel Routing. This is the main routing switch — only flip it after Step 1 is confirmed complete.
Only after Step 1
3
Verify agent capacity model settings
Enhanced routing uses capacity-based logic that may differ from your Standard configuration. Review queue settings and capacity model assignments in your Summer '26 sandbox. Confirm routing rules behave as expected with simulated work items.
In sandbox first
4
Test full agent login and work item routing end-to-end
Have a test user log into Omni-Channel in the Summer '26 sandbox, set status to Available, and accept a routed work item through the full flow. Confirm the item closes and activity is logged correctly before applying these settings to production.
Verify before production
Step 4: Check for exemptions
Two specific scenarios may affect your migration timeline. If your org has a legacy Chat implementation that qualified for a legacy-chat exemption, you may have additional transition time — check your org's Salesforce communication history for any exemption notification. If your org has not yet agreed to Hyperforce AWS terms, certain Enhanced Omni-Channel features may be unavailable until those terms are accepted.
If your production org upgrades before this migration is complete: agents will see an error when attempting to log into Omni-Channel, and work items will not route. The fix requires completing the migration steps under time pressure in a production environment. Completing them now, in a sandbox, is the better version of this conversation.
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