Do Basic Routing Rules stop working when Unified Routing is enabled?

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Posted on by VickiBelding

I have Unified routing enabled and have a basic routing rule setup as well (I have a client that has a lot of basic routing rules that will be converting to unified routing). I cannot get the basic routing rule to work with unified routing enabled, but haven't found a concise answer that this is expected behavior. Also with advanced routing rules via workstreams, I don't see that we can any longer assign a record to a user/team like the basic routing rules would do.

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VickiBelding 5 on at

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RE: Do Basic Routing Rules stop working when Unified Routing is enabled?

Yes, thank you.
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Eiken on at

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RE: Do Basic Routing Rules stop working when Unified Routing is enabled?

Hi,

Did my answer help you ?

If yes, please don't forget to click Yes under "Did this answer your question?" to close this thread.
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Eiken on at

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RE: Do Basic Routing Rules stop working when Unified Routing is enabled?

Hi,

Once you enable the Unified routing, you can't use the basic rule directly.

Please go to the Customer Service Admin Center>Routing>choose a routing>

Then add the Intake rule and map to your basic rule. Now you can use your basic rule.