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
- 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.