---
schema_version: "1"
id: 5d300a9555987a4f56f8ca650131204ee207297d28baf94460b4d5e0cfbd01ec
title: Create the reasonForNotRouting
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_create_reasonfornotrouting.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_create_reasonfornotrouting.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 8095f71ed6e4f5c681f7e65daeb56bc1c9fd7cf8ab33044981821412acef384f
description: To explain why a flow can’t route a work item, create the reasonForNotRouting variable. You can use this variable in a Messaging for In-App and Web channel to return a reason why the flow can’t route a messaging request.
products:
  - Service Cloud
release: "264"
---
# Create the reasonForNotRouting

To explain why a flow can’t route a work item, create the reasonForNotRouting variable. You can use this variable in a Messaging for In-App and Web channel to return a reason why the flow can’t route a messaging request.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

1. In the Flow Builder Toolbox, click **Manager** and then click **New Resource**.
2. For Resource Type, select **Variable**.
3. For API Name, enter reasonForNotRouting.
4. For Data Type, select **Text**.
5. Under Availability Outside the Flow, select **Available for output**.
6. Click **Done**.
    
    ![New varaible resource named reasonForNotRouting.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/create_reasonForNotRouting.png)

If your Omni-Channel flow has a path that doesn’t result in a Route Work action, the flow returns this string. For example, you can use an assignment element in the flow and set the variable to Outside business hours. If a service rep isn’t available because the messaging request occurs outside normal working hours, the flow logic returns this string in a Messaging for In-App and Web channel.