> ## Documentation Index
> Fetch the complete documentation index at: https://knowledge.goautonomous.io/llms.txt
> Use this file to discover all available pages before exploring further.

# CRM connector routing

> Control which CRM connector receives confirmed request data from each Microsoft inbox, including your organisation's primary CRM and optional per-inbox routes.

## 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](/knowledge-base/administration/connectors/ms-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](/knowledge-base/administration/connectors#api-connector-category) (the create form’s **Connector type** field) when you do not have a dedicated CRM connector.

<Note>
  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.
</Note>

***

## 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.

| What you configure                                                                                   | Where                                                                                                                              |
| ---------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------- |
| **Primary CRM connector** (`Set as default CRM connector` on the connector)                          | Edit view of a Salesforce, Dynamics, or CRM-type API connector                                                                     |
| **CRM connector** when **Add inbox**                                                                 | Add inbox dialog on the Microsoft connector page (shown when you have at least one CRM connector; pre-filled with the primary CRM) |
| **CRM connector** column, row checkboxes, **Bulk assign**, and **No CRM Routing** in the inbox table | Microsoft connector inbox page — when you have **two or more** CRM connectors                                                      |

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**.

***

## 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.

***

## 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)**.

### Set or change the primary

<Steps>
  <Step title="Open the CRM connector">
    Go to **Administration → Company Settings → Connectors** and open the Salesforce, Dynamics, or API connector you want as the primary.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Confirm when switching">
    If another CRM connector is already primary, you must confirm the change. The previous primary is demoted automatically.
  </Step>
</Steps>

<Tip>
  When your organisation has only **one** CRM connector, it is always the primary CRM and the control is locked on.
</Tip>

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](/knowledge-base/administration/connectors#api-connector-category) on the connectors overview.

***

## Per-inbox CRM routing (Microsoft connector)

Per-inbox routes are configured where inboxes are sourced — not on a separate routing tab.

<Frame>
  <img src="https://mintlify.s3.us-west-1.amazonaws.com/goautonomous/images/connectors/crm-connector-routing-inbox-table.png" alt="CRM column on the Microsoft connector inbox page" />
</Frame>

<Steps>
  <Step title="Open the Microsoft connector">
    Navigate to **Administration → Company Settings → Connectors** and select your active **Microsoft** connector.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

### 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.

### 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.

***

## 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.

<Warning>
  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.
</Warning>

***

## 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.

***

## Audit Trail and troubleshooting

### 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](/knowledge-base/administration/audit-logs). 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.

### 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.

***

## 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.

***

## What's next

* [Microsoft connector guide](/knowledge-base/administration/connectors/ms-connector) — sourcing inboxes and general Microsoft setup.
* [Set up connectors](/knowledge-base/administration/connectors) — integration types, API connector category picker, and overview.
* [Salesforce connector guide](/knowledge-base/administration/connectors/salesforce/salesforce-connector-guide) — Salesforce-specific setup.