Route Task to Queue

Use this step to route a Task to a queue

Last published at: March 31st, 2026

routeToQueue Step

Description:

The Route Task to Queue workflow step creates a human task and routes it to a specific FlowWright queue. Instead of assigning the task directly to an individual user or role, the task is placed in a selected queue where it can be handled according to the queue's operational model.

The step supports:

  • Routing a task to a selected queue.
  • Providing a task description.
  • Providing detailed task instructions.
  • Associating an item with the task.
  • Rendering a URL for the routed item.
  • Setting task priority.
  • Setting queue priority.
  • Configuring the task completion duration.
  • Configuring task expiration.
  • Including or excluding weekends when calculating duration.

This step is useful when work should be managed through a shared work queue rather than assigned to a specific individual.

 

Inputs

  • Select Queue to Route To  – Identifies the FlowWright queue that should receive the task.
  • Task Description – The Task description property specifies the task's name or summary.
  • Task Detail Description – The Task detail description property provides additional instructions to the person who eventually handles the queued task.
  • Item That Is Routed – Identifies the business item associated with the task.
  • Render the URL – The Render the URL property specifies a URL associated with the task.
  • Task Priority – The Task Priority property controls the priority of the individual task.
  • Queue Priority – The Queue Priority property controls the task's priority within the selected queue.
  • Complete the Task In – The Complete the task in property specifies the configured completion duration.
  • Task Expire Type - The Task Expire Type property determines how task expiration is configured.
  • Include Weekends - The Include weekends property determines whether weekends are included when calculating the task completion period.
 

 

Returns

  • Completed – The completed return path indicates that the queued task was successfully completed.
  • Rejected – The rejected return path indicates that the task was rejected.
  • Timeout - The timeout return path indicates that the task reached its configured expiration condition.
 

 

Usage:

The Route Task to Queue step is typically placed where a workflow needs to hand work over to a shared operational team.

Unlike a task routed directly to an individual, a queue allows the work to be managed collectively.

Typical uses include:

  • Customer support queues
  • Help desk operations
  • Technical support
  • Finance processing
  • Purchasing
  • Document review
  • Quality assurance
  • HR operations
  • Claims processing
  • Order processing
  • Exception handling
  • Shared approval teams
  • Back-office processing

The step is particularly useful when the workflow knows which team should handle the work, but does not need to determine which individual should handle it.

 

When the workflow reaches the Route Task to Queue step, FlowWright creates the task and routes it to the selected queue.

The queue's users can then process the task according to their normal queue management procedures.

When the task is completed, rejected, or reaches its expiration condition, the workflow follows the corresponding return path.

This step requires the queue to be configured in the FlowWright Application.

 

Typical Workflow Suggestions.

Customer Support

Route incoming customer requests to a shared support queue.

Example:

Receive Request → Route Task to Queue: Customer Support → Resolve Request → Complete

This avoids assigning every request to a specific support representative during workflow execution.

 

Technical Support

Route technical issues to a technical-support queue.

Example:

Create Ticket → Route Task to Queue: Technical Support → Investigate Issue → Resolve

Use Queue Priority to help distinguish urgent technical issues from routine requests.

 

Finance Processing

Route invoices or payment requests to a finance queue.

Example:

Receive Invoice → Route Task to Queue: Finance Processing → Review Invoice → Process Payment

The routed item can identify the invoice or payment request being processed.

 

Document Review

Route documents requiring manual review to a document-review queue.

Example:

Upload Document → Route Task to Queue: Document Review → Review Document → Publish / Reject

Use Render the URL to provide reviewers with direct access to the document or relevant application page.

 

Purchasing

Route purchase requests to a purchasing queue.

Example:

Submit Purchase Request → Route Task to Queue: Purchasing → Process Request → Complete

This is useful when purchasing staff collectively manage incoming requests.

 

Claims Processing

Route new claims to a claims-processing queue.

Example:

Receive Claim → Route Task to Queue: Claims Processing → Review Claim → Approve / Reject

Use the task description and detail description to provide the processor with the necessary context.

 

Quality Assurance

Route items requiring manual quality review to a QA queue.

Example:

Generate Output → Route Task to Queue: Quality Assurance → Inspect Output → Accept / Rework

 

Exception Handling

Route exceptions that cannot be resolved automatically to a specialized queue.

Example:

Automated Processing → Exception → Route Task to Queue: Exception Handling → Resolve → Continue

This pattern is particularly useful for workflows that automate the normal path while sending unusual cases to a human operations team.

 

SLA-Based Processing

Use the completion and expiration properties to establish a processing deadline.

Example:

Receive Request → Route Task to Queue → Process Request → Complete

If the task is not completed before its configured expiration, the timeout path can be used for escalation or additional processing.

 

Example:

Let’s build and execute the “RouteToQueueDef” example.          

  • Create a new definition named “RouteToQueueDef” and open it in designer mode.
  • Drag a “RouteToQueue” step to the canvas. 
  • Connect the dots between the “Start” and “RouteToQueue” step
  • Select the line between the steps to configure the “Connection Properties”. The default property values are “None, Error, Evaluate, and Timeout”. Depending on the step’s purpose, additional values are available for configuration. 
  • Click the “RouteToQueue” step to configure its “Required” properties. Enter a step name, select a queue from the drop-down list, and enter a task description. Then click the Save button. Note: Click the "AI Predict" button to have the Copilot add new process steps that match your process description. 

 

  • Click the “RouteToQueue” step to configure its “Optional” properties. Enter a task description. Enter information about the item to route. Enter the URL to render. Select the task priority. Select the queue priority. Set the task duration. Select “Yes” to include weekends when calculating the task completion date. Click the Save button. 

 

  • The “Logging” configuration is necessary for documentation and to measure workflow progress and percent complete. This is done by configuring the step state and percent fields individually, as shown in the images below. Configure the “Logging” using the following properties.

 

  • Save the process definition, create a new instance, and execute it. The process step should route the task to queues. Note: When routing a Task or Form to a queue, the system recalculates the task expiration date when the task is assigned to a user from the queue.

 

Tips:

  • Select a queue that clearly corresponds to the business responsibility for the task.
  • Use a concise, action-oriented Task description.
  • Provide sufficient context in the Task detail description so that queue members understand what needs to be done.
  • Use Item that is routed to identify the business object associated with the task.
  • Use Render the URL to give processors direct access to the relevant application page.
  • Use Task Priority to communicate the importance of the individual task.
  • Use Queue Priority when the task's position or urgency within the selected queue needs to be emphasized.
  • Configure Complete the task in when the task is governed by an SLA or business deadline.
  • Configure Task expire type to define the required expiration behavior.
  • Use Include weekends when the completion period should include weekends.
  • Use the timeout path for overdue work and, where appropriate, connect it to escalation or reassignment logic.
  • Use the rejected path for tasks that cannot be completed successfully and require alternative processing.
  • Avoid routing unrelated work into the same queue; clearly defined queues make operational ownership easier to manage.
  • Use descriptive task names so queue users can quickly understand the work item.
  • Test queue availability and task processing with representative users before deploying the workflow.
  • Consider queue priority carefully when multiple workflow processes feed the same operational queue.

 

Notes:

The Route Task to Queue step is defined in the Human Tasks category with the internal name routetoqueue, label Route a task to a selected queue, and display name Route Task to Queue.

The step is implemented by FlowWright.Workflow.RouteToQueue in FlowWright.Workflow.dll. It is a Process step with 2 incoming connections and 2 outgoing connections.

The XML defines 10 configurable properties. Select queue to route to and Task description are required; all other properties are optional.

The Select queue to route to property uses the QueueList data type, which is provided by FlowWright.DataTypes.QueueList. 

The step provides three predefined return values: completed, rejected, and timeout.

The step has two separate priority settings: Task Priority and Queue Priority. Both use the selectPriority data type.

 

Feature Comparison. 

Feature Task CheckListTask ChoiceTask RouteToQueue UserSelectionTask
Primary purpose Route a task to users/roles Route a task containing checklist items Route a task where users select a defined choice Route a task to a queue Route a task using configurable user selection
Category Human Tasks Human Tasks Human Tasks Human Tasks Human Tasks
Select users Yes Yes Yes No Yes
Select roles Yes Yes Yes No Yes
Select queue No No No Yes No
Checklist No Yes No No No
User-selection configuration No No No No Yes
Choice/return-value configuration No No Yes No No
Routed item Yes Yes Yes Yes No
Render URL Yes Yes Yes Yes No
External email addresses Yes Yes Yes No No
Task priority Yes Yes Yes Yes Yes
Queue priority No No No Yes No
Due duration Yes Yes Yes Yes Yes
Expiration type Yes Yes Yes Yes Yes
Include weekends Yes Yes Yes Yes Yes
Use full duration Yes Yes Yes No Yes
Routing rules Yes Yes Yes No Yes
Task reminders Yes Yes Yes No Yes
Wait for all to respond Yes Yes No No Yes
Store routed users Yes Yes No No Yes
Email notification Yes Yes Yes No Yes
Separate emails Yes Yes Yes No Yes
Email subject/body Yes Yes Yes No Yes
Email attachments Yes Yes Yes No Yes
CC list Yes Yes Yes No Yes
Expired-task email Yes Yes No No Yes
Acknowledgement link Yes Yes No No Yes
Approval/reject button labels Yes Yes No No Yes
Hide reject button Yes Yes No No Yes
Reassign task Yes Yes Yes No Yes
Require comment Yes Yes Yes No Yes
Store selections No Yes No No No
Return paths closed, completed, rejected, timeout closed, completed, rejected, timeout Defined through choice return values completed, rejected, timeout closed, completed, rejected, timeout

 

Definition Sample:

You may download the sample definition, when provided, and import it into your FlowWright Process Definition.

Note: Verify and complete any missing configuration after importing a sample, including:

  • Queue selection
  • Task description
  • Task instructions
  • Routed item
  • URL
  • Task priority
  • Queue priority
  • Completion duration
  • Expiration settings
  • Weekend calculation setting
  • Environment-specific queue configuration

After verifying the configuration, save the Process Definition before execution.

Click here to download the sample file.