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Overview

When a request is confirmed in Flow, Go Autonomous can send updates to your CRM. CRM connector routing makes that destination explicit and configurable:
  • An organisation-wide primary CRM connector (the default when an inbox has no override).
  • Optional per-inbox CRM routes on the Microsoft connector inbox page.
  • Optional No CRM Routing for mailboxes that must not write to CRM at all.
Routing applies to CRM connectors only in this release. ERP per-inbox routing and a separate “Connector routing” tab from early designs are not included; configuration lives on the Microsoft inbox page and in each CRM connector’s settings. Pre-built CRM connectors (Salesforce, Dynamics, and similar) participate automatically. You can also use an API connector with category CRM (the create form’s Connector type field) when you do not have a dedicated CRM connector.
This capability is rolled out per organisation. If you do not see primary CRM controls or inbox CRM options, contact your Go Autonomous Customer Success Manager — the feature may not be enabled for your tenant yet.

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Where each control appears

Use this map to find the right screen. All of the following require CRM connector routing to be enabled for your organisation. With one CRM connector, it is the primary CRM automatically and the inbox table does not show the CRM column. You can still set or confirm CRM routing when adding inboxes. With two or more CRM connectors, use the CRM column or bulk assign to send different mailboxes to different CRMs or to opt out with No CRM Routing.

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Permissions

Changing the primary CRM connector or inbox CRM routes requires Editor access to Company Settings → Integrations. Users with Viewer access can open connector settings but cannot change routing.

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Primary CRM connector

Each organisation can designate exactly one primary CRM connector. That connector is the fallback for any inbox that does not have its own CRM route (and is not opted out with No CRM Routing). In the product UI the control is labelled Set as default CRM connector; in lists the current primary is marked (Primary).

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Set or change the primary

1

Open the CRM connector

Go to Administration → Company Settings → Connectors and open the Salesforce, Dynamics, or API connector you want as the primary.
2

Turn on the primary control

In the connector’s edit view, enable Set as default CRM connector. Only one connector can hold that role at a time.
3

Confirm when switching

If another CRM connector is already primary, you must confirm the change. The previous primary is demoted automatically.
When your organisation has only one CRM connector, it is always the primary CRM and the control is locked on.
For API connectors, set the create form’s Connector type field to CRM so the connector’s category is CRM and it appears in CRM routing. See API connector category on the connectors overview.

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Per-inbox CRM routing (Microsoft connector)

Per-inbox routes are configured where inboxes are sourced — not on a separate routing tab.
CRM column on the Microsoft connector inbox page
1

Open the Microsoft connector

Navigate to Administration → Company Settings → Connectors and select your active Microsoft connector.
2

Locate the CRM column

When your organisation has two or more CRM connectors, the inbox table includes a CRM column and row selection for bulk assign. If you only have one CRM connector, this column is hidden — use Add inbox or change routing later when you add a second CRM.
3

Choose a CRM route per inbox

For each inbox, open the CRM dropdown and select:
  • A specific CRM connector (the current primary is labelled (Primary) in the list), or
  • No CRM Routing (see below).
Changes save when you confirm the selection. Inboxes that show the primary connector without a separate stored route are using the org primary — you do not need to set every inbox explicitly.

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Bulk assign

When the CRM column is visible, select multiple inboxes with the row checkboxes and click Bulk assign to apply the same CRM connector (or No CRM Routing) to all selected inboxes at once.

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Add inbox

When you Add inbox and at least one CRM connector is active, the dialog includes a CRM connector field pre-filled with your primary CRM. The choice applies to all inboxes you subscribe in that action. If you have two or more CRM connectors, you can choose a different CRM or No CRM Routing before you confirm. No CRM Routing is applied after subscription completes. If you only have one CRM connector, the field shows that connector and cannot be changed.

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No CRM Routing

No CRM Routing is for inboxes that should not send confirmed request data to any CRM connector — for example mailboxes used only for testing, or flows that should stop before CRM write-back. Selecting No CRM Routing for an inbox:
  • Clears any explicit CRM connector assignment for that inbox.
  • Tells the platform to skip CRM connector selection for that inbox at processing time (no CRM destination is chosen for that path).
This option appears in the CRM dropdown on the Microsoft inbox page (when the CRM column is shown), in bulk assign, and in Add inbox when you have two or more CRM connectors. It is separate from leaving an inbox on the primary CRM: the primary still routes CRM updates; No CRM Routing opts out entirely.
Use No CRM Routing only when you intentionally want no CRM updates for that inbox. Orders and cases will not be created or updated in CRM for mail processed from that mailbox.

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How the platform picks a CRM connector

When mail from an inbox is processed, the platform resolves the CRM connector in this order:
  1. No CRM Routing — if enabled for that inbox, no CRM connector is used for CRM routing.
  2. Inbox-specific route — if the inbox is assigned to a CRM connector, that connector is used when it matches the integration type being resolved (for example Salesforce-to-Salesforce).
  3. Primary CRM connector — the organisation’s primary CRM for that integration type.
  4. Legacy inbox lists — if none of the above applies, older include/exclude inbox lists on connector configuration may still apply as a fallback.
New inboxes typically receive an explicit stored route pointing at the primary CRM when they are subscribed, so routing stays deterministic as you add mailboxes.

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Audit Trail and troubleshooting

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What appears in Audit Trail

Promoting or demoting the primary CRM connector (and other connector configuration changes such as category) is recorded in Audit Trail. Open Administration → Company Settings → Audit Trail, filter by space Connectors, and open an event to see field-level details — including Is primary when the primary CRM role changed. Per-inbox CRM route changes on the Microsoft connector page are not written to Audit Trail today.

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Common issues

  • Wrong CRM instance — open the Microsoft connector, check the inbox’s CRM column when visible (or bulk-assign the correct connector), and confirm which connector is marked (Primary) in the dropdown.
  • CRM column missing — you have only one CRM connector, or CRM connector routing is not enabled for your organisation yet.
  • Include/exclude lists on Salesforce — may still affect behaviour when no CRM routing decision applies. Prefer explicit per-inbox routes or the primary CRM for multi-instance setups; discuss retiring legacy lists with your Customer Success Manager once routing is fully configured.

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What’s not included in v1

  • ERP routing — choosing per-inbox ERP destinations is not available in this release.
  • Dedicated Connector routing tab — configuration is on the Microsoft inbox page and in connector edit views instead.
  • Intent- or area-based routing rules — Intent and Area on the inbox table remain sourcing configuration only; they do not change CRM destination.
  • File Transfer, Productivity, or non-CRM Custom connectors — not selectable as CRM routing targets.

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What’s next