Nextiva CX - Set Up Case Routing

Case routing ensures that incoming interactions from your connected channels are automatically organized and assigned within the Unibox, streamlining your team's workflow.

1. On the Onboarding tab, locate the Complete Setup widget.
   
   
2. Select the Set Up Case Routing button.
   
   
3. For each connected channel category, you'll see a list of routing options.
   
   
4. Toggle the options on or off to specify which interactions should create new cases in the Unibox.
   
   
5. Select Next to save your settings.
   
   
   
   

XBert Tips:

• Only Account Owners and Admins can set up case routing.
  
  
• Case routing can be further customized using the Organizer feature.