SOLVD.cloud
Talk through your project
All articlesArticle

How to route unsupported objects (like Opportunities) in Omnichannel

Becca Lough

Most sales and service teams love using Omni-Channel in Salesforce. It helps route work to the right person at the right time. But what if you need to route something that Omni-Channel doesn’t support by default—like an Opportunity?

That’s a challenge one of our clients faced. They were a B2C company whose customers were signing up for products on their website. When those customers had trouble checking out, they didn’t want them to be treated like cold leads. Instead, they wanted a real Opportunity to be created—tied directly to that person’s account—so a sales rep could help right away.

“They didn’t want those to come in as leads… they wanted this to automatically create an opportunity.” – Matthew Gardner, SOLVD Consultant

The problem? Salesforce doesn’t let you route Opportunities in Omni-Channel right out of the box. But at SOLVD, we’ve figured out a way.

The Simple Workaround

To make Opportunities work with Omni-Channel, you create a new custom object—think of it as a "work ticket" linked to the Opportunity.

We call it an Opportunity Work Item.

Here’s how to set it up:

Step 1: Build the Custom Object

Create a new object in Salesforce and add just a few fields:

  • A link to the Opportunity
  • A Type field (to show what kind of Opportunity it is)
  • A Status field (to track if it’s open or done)

Step 2: Set Up the Service Channel

This is what connects your new object to Omni-Channel.

Enable secondary routing priorities, so you can decide which Opportunities should be handled first (based on the “Type” field).

“Using status-based capacity helps make sure Opportunities stay in the right queue, even if someone logs out.” – Matthew Gardner, SOLVD Consultant

Step 3: Build Routing and Queues

Set routing rules and create queues for different types of Opportunities. Each queue should connect to the routing setup you just made.

Step 4: Create the Flow

You’ll need one automation (Flow) that runs when an Opportunity is created or updated. It checks a custom box—like “Route via Omni-Channel”—and then builds the new Opportunity Work Item and sends it to the right queue.

This lets your reps start helping customers right away.

Why This Matters

Without this workaround, sales reps would have to dig through lists of Opportunities or manually assign them. That wastes time and delays help.

By routing Opportunities through Omni-Channel:

✅ Sales reps see new work right away

✅ Customers get help faster

✅ You keep using the tools you already have—just smarter

“I clicked the 'Route via Omni-Channel' box, and it showed up instantly in my queue.” – Matthew Gardner, SOLVD Consultant

Ready to Save Time and Help Customers Faster?

If you’re wondering how to make Salesforce work better for your team—whether that’s routing custom objects, building automations, or setting up Omni-Channel—SOLVD is here to help.

Schedule a free consultation today and let us show you how to make your Salesforce setup work smarter, not harder.