Enable external routing for queues

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read

    • Configure Advanced Work Assignment to route work items in the queue using external routing.

    Before you begin

    Verify that you have reviewed the functionality of external routing and configured the necessary APIs. For more information, see External routing overview.

    Role required: awa_external_user
    Note:
    With the installation of the External Routing Support plugin (com.glide.awa-external), the awa_external_user role is available by default.

    About this task

    From Xanadu release, you can add the External field to the AWA queue form view. The External field is not available by default, but it is available with the installation of the External Routing Support plugin (com.glide.awa-external) in Xanadu release. The External field can be added to the queue UI form only when the plugin is installed in your instance.
    Figure 1. External third-party routing form
    Queue form displaying the External field to enable third-party routing.
    The installation of the External Routing Support plugin (com.glide.awa-external), adds demo data for the following:
    • An AWA External Provider (awa_external_provider).
    • A sys_alias representing an endpoint for the external provider API.
    • A set of awa_external_event_definition records demonstration reasonable payloads for each event type.
    Note:
    • If the customer modifies the default AWA Queue form view, the External field is not added to the form even if the external routing plugin is installed as the installation does not override the customer configurations and it must be manually added to the form.
    • Installing AWA without this plugin still enables AWA and Agent Chat to function normally, and does not result in any errors or warning logs due to code attempting to access tables or fields that do not exist.
    If External (with external partner) and internal AWA queues are mixed up with the respective service channel in an External Partner outbound payload-defined configuration, then a warning message is displayed.
    Figure 2. Warning Message
    Warning message displayed if there is a blended configuration when external routing is enabled.

    Procedure

    1. Navigate to the queue settings through one of the following navigation paths:
      • All > Advanced Work Assignment > Home.

        In the Essential settings section, select Set up queues.

      • All > Advanced Work Assignment > Queues.
    2. Select New for an External Routing Queue form.
    3. Check the External check box to use external routing.
      Note:
      • If the External field doesn't appear, select the update personalized list icon (Update personalized list icon) and add the External field to the screen.
      • If you don't want to use external routing, clear the External check box.
    4. On the form, fill in the fields.
      Table 1. External third-party routing
      Field Description
      Provider The third-party provider for external routing.
      Note:
      By default, ServiceNow provides the ServiceNow Demo provider, but you can select a provider of choice.
      Provider Queue ID Queue ID of the external third-party provider.
      Document fields to include Fields of the document that the service channel is on.

      The work item fields that can be sent out to the external third-party. You can select the required fields.
      Provider application ID Unique application or integration identifier, which is used by the third-party routing system to make requests if necessary.
    5. Select Submit.