We use Unified Routing in Dynamics 365 Customer Service / Omnichannel. Routing decisions can use supported attributes and context variables, which are documented as the mechanism to enrich conversations with custom data for routing.  

Current limitation

When we add custom columns to the Conversation table (msdyn_ocliveworkitem)—including simple Yes/No fields—these columns are not available in the routing condition builder (Route-to-Queue / prioritization rules). Microsoft documentation for Conversation customizations explicitly states: “You can’t use custom columns in unified routing or assignment.”

Workaround today

We pass values through context variables / context item values, because those are supported for routing. 

However, this adds operational overhead (integration mapping, bot handoff logic, maintenance) and increases the risk of misrouting if mappings drift.

Requested capability

Enable Unified Routing to evaluate custom Conversation columns directly in routing conditions (Route-to-Queue and prioritization rules).

Business impact

• Lower configuration and maintenance complexity

• Routing aligned with the organization’s data model

• Reduced misrouting risk caused by integration gaps around context values

Acceptance criteria

• Custom Conversation columns appear in the condition builder

• Values are evaluated reliably at routing time

• Clear documentation of supported field types and any limits