Before you implement skills-based routing, review its limitations.
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These limitations apply when you use skills-based routing rules or Omni-Channel flows that route to skills.
- Skills-based routing isn’t supported for external routing.
- Skills-based routing supports Voice Calls with Omni-Channel Unified Routing only.
- Skills-based routing doesn’t support estimated wait time.
- These types of transfers aren’t supported for chat.
- Transfer from a queue to a skill
- Transfer from a skill to a queue, unless you’re transferring chats from a Service Chat and Embedded Chat standard channel
- Transfer from a skill directly to a user or button