Turning off omnichannel routing

Location: Admin Center > Objects and rules > Omnichannel routing > Routing configuration


If you no longer want to use omnichannel routing, you can turn it off. There are two
parts to disabling omnichannel routing: disabling the feature itself and modifying or
deactivating the triggers you used for routing to ensure your tickets are still assigned
and processed correctly.


Turn off omnichannel routing


To turn off omnichannel routing
In Admin Center, click
Objects and rules in the sidebar, then select Omnichannel routing > Routing
configuration.
On the Routing configuration page, click Manage
settings.
On the Manage settings page, deselect Turn on
omnichannel routing.
When you are finished, click Save.





Modifying or deactivating routing triggers

In addition to turning off omnichannel routing, it is important to review and update
the triggers you use for routing. Failure to update your triggers could result in
disruptions to your ticket assignment and processing.
You can either edit your routing triggers to remove the
conditions and actions specific to omnichannel routing, such as adding the
auto-routing tag to email tickets, or deactivate the routing triggers
entirely.