Coming soon: Calls in omnichannel routing


  • Official comment
    Rohan Gupta
    Zendesk Product Manager

    Hi Everyone,

    I am here with some good news!! Hope you all are equally excited as I am!

    The new experience will be available in the next few weeks, exact dates will be confirmed in the next few days.

    For the customers already on the omnichannel routing BETA, no action is needed you will automatically get the new experience when it is launched. Customers who are yet to enable the BETA, will need to enable omnichannel routing to get onboarded to the new experience when it is launched.

    I will update the article with exact dates of launch in the next few days. Let us know of any questions.

    Thank you!

  • Rafael Santos

    These are amazing!

    • Ability to view tickets for the calls still waiting in the queue within Support views
    • Route calls to agents more than once

    Looking forward to having access to it.

    Rob Stack Incomplete list here

  • Rob Stack
    Zendesk Documentation Team

    Thanks for the comment, I'm actually in the process of adding the rest of the articles right now. Give it about an hour and everything will be there. Also, well done for looking at it so fast :-)


  • IT afdelingen

    Gamechanger if it gets rolled out soon


  • Lauren Benkov

    Rob Stack is there any update on when soon might be? Thank you!

  • Rob Stack
    Zendesk Documentation Team

    Hi Lauren Benkov, we don't have an update yet apart from 'soon'. Keep an eye on our announcements section to get notified when this is released.


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