Maintain routing rules in bulk

Enabled for	Public preview	Early access	General availability
Admins, makers, marketers, or analysts, automatically	-	-	Apr 18, 2025

Business value

Often, businesses need common rules across different lines of business, queues, and workstreams. To set up these common rules, administrators go through each queue, manually creating a ruleset and adding rules. Repeating this step for each queue, which can include hundreds of queues, takes hours. Using a template for the ruleset simplifies this process. With a template, administrators create templates for common routing rulesets and apply them to queues and workstreams, so they save hours of work.

Feature details

Create templated rulesets for routing configurations, such as prioritization, assignment, and work classification rulesets. When you create prioritization, assignment, and work classification rulesets in a queue or workstream, apply these ruleset templates. Administrators can manage templated ruleset configurations globally from one location and publish updates to all queues and workstreams where the ruleset is applied.

Geographic areas

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Language availability

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Additional resources

Manage template rulesets (docs)