Hello,
I have created a routing rule for cases to route them in specific queues and work fine with the case main view.
Nevertheless, in Customers Service Hub when I create a case and the view is Case- Interactive experience view the case is not routing to the specific queue.
Can you please advise?
Hi partner,
I created a queue route rule when case title contains "a" then add the case to my queue and it worked well in customer service hub.
When we created a new case in customer service hub, we should click on the save and route ribbon to trigger the routing rule.
If the case still couldn't be moved to your queue, please check if all the conditions are meet, Interface experience form is different with main form and if there is any js code only on main form, it will not be triggered in customer service hub.
Hope it helps.
Best Regards,
Leo
Alternativly , you could add a JS to your form to Save automaticly after making any changes ( be specific with the Attribute name changes ) other wise it could mix up with the process
You have to click on "Route" button for the routing rules to be triggered
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