---
schema_version: "1"
id: 392d594571e9773732fe85c2c41b120602e2c0c57c66e242a5184bb2c882f0c0
title: Route Work Items Directly to a Specific Support Rep
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_route_to_specific_agent.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_route_to_specific_agent.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 596c1111bae838ea60c5146fe076916e2a76047dfd6fd53e8fb0db20610f56f8
description: Automatically route work items directly to a support rep using Direct-to-Agent routing.
products:
  - Service Cloud
release: "264"
---
# Route Work Items Directly to a Specific Support Rep

Automatically route work items directly to a support rep using Direct-to-Agent routing.

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To route all work items, except voice calls, in Omni-Channel Settings under Setup, verify that you’ve enabled **Enable Skills-Based and Direct-to-Agent Routing**. Without enabling this option, you can’t route these types of work items to a specific support rep.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note To route voice calls to a support specific rep, don't select **Enable Skills-Based and Direct-to-Agent Routing** unless you’re using Omni-Channel Unified Routing. For other routing models, this option isn't required.

1. Follow the steps to [create an Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&release=264.0.0&type=5 "Create a flow from scratch. Or, get a headstart by creating one from an Omni-Channel flow template. The templates illustrate how to create flows that route chats, voice calls, and messages to service reps, queues, and skills. You can also use a template to create a case for each inbound call. You can customize flows built from templates to meet your business needs.").
2. Drag the **Route Work** action onto the canvas.
3. Give the action a label and an API Name and, optionally, a description.
4. Under **Set Input Values** | **Record ID**, select the [recordId variable](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_recordid.htm&release=264.0.0&type=5 "To store the ID of the work item in the flow, create the recordId variable.") you created.
5. Under **Route To**, select **Agent**.
6. Under Agent, select either of the following options:
    1. **Select Agent**—Specify the support rep to route the work item to.
    2. **Use Variable**—Use a variable to find the appropriate support rep. For example, you can determine the preferred rep associated with the customer’s Contact record. In this example, we have a lookup field on the Contact record that defines a preferred rep for this contact. We pass in that Agent ID as a variable. While migrating Omni-Channel Flows with Omni Actions, use a variable to better support migration of the actions.
7. To assign work to only the preferred support rep when they become available:
    
    1. Click **Required Agent**.
    2. Specify the **Routing Configuration** to use for routing parameters.
    3. For voice calls, don’t select **Required Agent**. Assigning voice calls to required reps isn't supported unless you are using Omni-Channel Unified Routing. If this option isn't selected and the preferred rep isn't online and available, the call is routed to someone else.
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)
    
    Note When a specific rep is required, **Push Time-0ut** in the routing configuration settings or **Allow Agents to Decline Work Requests** in the presence configuration settings are ignored.
8. Alternately, to route work to a queue when the preferred rep is unavailable, clear the **Required Agent** checkbox. Then specify the backup queue to route the work item to.

#### See Also

- [Route Voice Calls Directly to a Specific Rep with Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_route_to_rep.htm&language=en_US)