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  - **Wrap-up after transfer:** provides wrap-up time when a rep transfers; depends on Block capacity for wrap-up being configured in the workstream: toggle alone has no effect without workstream config
  - **Capacity blocking during consult:** off by default for rep-to-rep consults; must be explicitly enabled
  - **FetchXML filters:** disabled by default; without them, all reps and queues are visible across all teams; required for multi-team or multi-BU deployments to restrict visibility
+ - **Reroute:** hands a live conversation back to unified routing, which reruns classification and route-to-queue rules with whatever the rep has updated, then assigns it in the resulting queue. The customer stays connected and the rep's capacity is released. Off by default (Transfer settings > Reroute). The October 2026 update adds **Remove skills on reroute**; Microsoft's 26 October docs commit is titled GA, while Learn still showed the preview label at the time of writing. No matching queue sends it to the fallback queue.
  - Consult inbox view (to track active consult sessions) requires a custom view with specific conditions: no OOB consult-specific view exists
  
  ## When to use / skip
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  ## Gotchas
  - **Wrap-up after transfer requires workstream wrap-up config.** Enabling the toggle without configuring Block capacity for wrap-up in the workstream does nothing: common missed dependency.
  - **FetchXML filters are off by default.** In multi-team orgs, reps can see all teams' queues and reps in the consult/transfer panel without filtering. Visibility and compliance risk that's easy to miss.
+ - **Reroute without a context change loops.** The conversation goes straight back to the same queue. Reps have to update the fields your routing rules read, including on the linked case or account, before they reroute.
  - **Consult inbox view is not OOB.** Reps in high-consult-volume roles need to track active consults. Won't have a view unless explicitly configured.
  
  ## Consultant notes
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  ---
  
- *Source last updated: 2026-01-23 | Review when: Consult/transfer options expanded for voice-specific scenarios*
+ *Source last updated: 2026-10-26 | Review when: the reroute GA wording lands on Learn, or consult/transfer options expand for voice*