Create and manage routing rules

Omnichannel for Customer Service is a paid add-on to Dynamics 365 Customer Service apps that use the Unified Interface. It is available only when you purchase a subscription to Chat for Dynamics 365 Customer Service or Dynamics 365 for Digital Messaging. For information about pricing, see the Customer Service page.

Routing rules define how conversations are routed to different queues. Each routing rule has a condition and a destination queue. If the rule condition is evaluated as True, then the conversation is routed to the destination queue.


Routing rules for entity records are defined at the entity record channel level. To learn more, see Entity records routing.

A single work stream can have multiple routing rules, and these are evaluated in the order of definition. For example, if a work stream called Chat contains 5 routing rules, an incoming chat conversation will be evaluated against all the 5 routing rules in the defined order.

Routing rules

Routing rules are evaluated from top to bottom. If a rule condition is evaluated as True, the chat gets routed to the destination queue and skips further evaluation. If a rule condition is evaluated as False, further rules are evaluated.

Routing rule conditions could be based on channel context, pre-chat context, and contact, account, or case context. For example, you can define a routing rule so that chats from high priority customers who have specific queries about investments can be routed to a specific queue.


If all the rule conditions are evaluated as False for a conversation, it goes to the Default queue. For more information, see Default queue.

Create a routing rule

To create a routing rule, select a work stream by navigating to Work Distribution Management > Work Streams, and define a new rule in the Routing Rule Items tab.

  1. Select Add to add a new routing rule item.

    • In the General information section of the General tab, provide the following information:
      a. Name. Name of the rule item
      b. Work Stream is auto populated
      c. Queue. Look up a queue or select New to add a new queue. For more information, see Create a new Omnichannel queue
      d. Description. A brief description of the rule item.

    • In the Condition section, provide the conditions for Omnichannel rule. Based on the conditions defined, the conversations are routed to the correct queues. When you define conditions for the Omnichannel routing rules, you can choose from:

      • Entity
      • Attribute
      • Operator
      • Value

      So, for an entity, you can choose from a set of attributes, operators, and values related to the entity.

      Configured rule

  2. Select Save to save the rule.

See also

Understand and create work streams

Understand unified routing and work distribution