Configure AWA queues for the proxy contact role

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Modify the Advanced Work Assignment queues and add routing conditions that support the proxy contact role and the Internal contact field on the Case form.

    Before you begin

    Role required: admin

    About this task

    Modify the following AWA queues:
    • For the Case service channel: Customer Service Cases
    • For the Chat service channel: Customer Service

    Procedure

    1. Navigate to All > Advanced Work Assignment > Queues.
    2. Select the Customer Service Cases queue.
    3. In the Work item routing condition field, add the following OR condition: Internal Contact is not empty.
    4. Click Update.
    5. Select the Customer Service queue.
    6. In the Work item routing condition field, add the following OR condition: Roles is sn_customerservice.proxy_contact.
    7. Click Update.