---
schema_version: "1"
id: f8ef960ba79bac09ce8a231f51abfd0ba5af30b52379795ff34438e78a7c6cd7
title: Skills-Based Routing Limitations
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_skills_based_routing_limitations.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_limitations.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 751879f00ca515d77991a24f56fdab5140a6e76ab60043aa9fb8ca03aa5e43a0
description: Before you implement skills-based routing, review its limitations.
products:
  - Service Cloud
release: "264"
---
# Skills-Based Routing Limitations

Before you implement skills-based routing, review its limitations.

<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>

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

#### See Also

- [Chat with Customers on Your Website](https://help.salesforce.com/s/articleView?id=service.live_agent_intro.htm&type=5&language=en_US)
- [Route to a Skill](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_how_it_works.htm&release=264.0.0&type=5 "Improve the quality of customer service by automatically routing each work item to the best service rep for the job. With skills-based routing, route every work item to the service rep who has the right skills to solve the problem.")