Introduction to Unified Routing in Salesforce

In today’s customer-first world, speed and precision matter. Imagine if every customer call, chat, or case automatically found its way to the best agent without you juggling separate routing rules for each channel.

That’s exactly what Salesforce Unified Routing delivers.

Unified Routing combines all your routing needs — whether it’s voice, chat, or cases into one smart engine, so your customers get faster service, and your agents stay happy and productive.

Let’s break down how to set it up, step by step.

What is Unified Routing?
Unified Routing is like a single traffic controller inside Salesforce.
It decides:
- Who handles what
- Based on skills, capacity, and priorities
- Across channels (voice calls, web chats, emails, cases — all of it!)

Before this, each channel had separate routing. Now, with one unified system, it’s easier to manage, scale, and deliver consistent customer experiences.

Check Prerequisites

Before you begin:
✅ Make sure Enhanced Omni-Channel is enabled.
✅ Have your Service Cloud Voice (or digital channels) set up.
This ensures all routing can run through the same pipeline.

Enable Unified Routing

Time to turn it on!

1. Go to Quick Find box in Setup and enter Amazon Contact Centers. Select your Amazon Connect Contact Center.
2. In the Contact Center Details section, click Enable Unified Routing.

Create Routing Configurations

Routing configurations tell Salesforce how to assign work.

• Navigate to Omni-Channel → Routing Configurations in Setup.

• Define:

  • Capacity model (like Most Available)

  • Work item size (how much capacity each item consumes)

  • Push timeouts (how long to wait before reassigning)

Key Benefits of Unified Routing

              - Single routing engine for all channels (voice, chat, email, cases)
              - Smarter skill-based assignments
              - Better customer experiences

Helpful Resources

• Salesforce Help: Route calls with Omni-Channel Unified Routing
• Salesforce Help: Unified Routing

Want More Hands-On Guides?
👉 Stay tuned on Cloud Fusion Learning — where we regularly break down Salesforce + AWS concepts into simple, step-by-step tutorials.