---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/conversational-interfaces

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Enable external routing for queues

# Enable external routing for queues {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura

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

## Antes de Iniciar

Verify that you have reviewed the functionality of external routing and configured the necessary APIs. For more information, see [External routing overview](https://servicenow-prod.fluidtopics.net/5Da5cayc0DadVAMpWoIeAw "External Routing involves routing to external queue based on the service channel and queue conditions, and then the assignment is completed by the third-party system.").  
Role required: awa_external_user  
Nota:  
With the installation of the External Routing Support plugin (com.glide.awa-external), the awa_external_user role is available by default.

## Por Que e Quando Desempenhar Esta Tarefa

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.Figura 1. External third-party routing form  
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.

{#enable-awa-external-routing__ul_uvx_mh1_dcc}  
Nota:  
* 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.
{#enable-awa-external-routing__ul_mqx_5t1_dcc}  
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.Figura 2. Warning Message

## Procedimento

1. Navigate to the queue settings through one of the following navigation paths:
   * AllAdvanced Work AssignmentHome.

     In the Essential settings section, select Set up queues.
   * AllAdvanced Work AssignmentQueues.
   {#enable-awa-external-routing__choices_nt4_2f3_tvb}
2. Select New for an External Routing Queue form.
3. Check the External check box to use external routing.  
   Nota:  
   * 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.
   {#enable-awa-external-routing__ul_nk4_qlw_ccc}
4. On the form, fill in the fields.  
   {#enable-awa-external-routing__table_r24_thw_ccc__entry__2}

   | Field | Description |
   |-|-|
   | Provider | The third-party provider for external routing. Nota: 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. |
   [Tabela 1. External third-party routing]

   {#enable-awa-external-routing__table_r24_thw_ccc}
5. Select Submit.