Notifications
Announcements
No record found.
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.
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.
Did my answer help you ?
If yes, please don't forget to click Yes under "Did this answer your question?" to close this thread.
Yes, thank you.
Under review
Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.
As AI tools become more common, we’re introducing a Responsible AI Use…
We are honored to recognize Neeraj Kumar as our Community Spotlight honoree for…
These are the community rock stars!
Stay up to date on forum activity by subscribing.
Tom_Gioielli 75 Super User 2025 Season 2
Siv Sagar 52 Super User 2025 Season 2
Daniyal Khaleel 42 Most Valuable Professional
