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.
Yes, thank you.
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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.
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