Workflows
Routing mode (workflow routing)
How the project-level routing toggle interacts with the default workflow, and how to roll it out safely.
What the toggle controls
The workflow routing toggle controls whether inbound requests use:
- Workflow routing (default workflow)
- Legacy routing
Calypso uses guardrails to prevent enabling workflow routing without an enabled default workflow.
What changes operationally
When workflow routing is enabled:
- every inbound request enters the Default workflow
- routing logic becomes explicit and reviewable in the workflow editor
- the workflow becomes responsible for creating the handoff boundary into Shared Inbox (via Inbox handoff)
Recommended rollout
Treat routing changes like a production release:
- Start narrow: enable workflow routing only after the default workflow is reviewed.
- Validate the handoff path: confirm unknown/edge-case intents still land cleanly in Shared Inbox.
- Align the operating model: make sure departments, assignment, and closure rules match the lanes your workflow creates.
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