Routing Engine v2

Why

Routing v1 (rule-based DAG) doesn't handle:

• Multi-team round-robin with skill weighting.
• Time-zone aware on-call rotation for support escalation.
• "Sticky" assignment within a 24-hour window.

Migration

• v2 ships behind feature.routing_v2 per-tenant flag.
• Default OFF for existing customers, ON for new sign-ups.
• Migration tool: bin/migrate_routing.ts <tenant_id>.

Known breaking changes

• v1 "fallback chain" semantics differ from v2 "escalation tree" (more strict).
• Some Lumen Labs–style custom routing rules don't have a 1:1 v2 mapping. We worked with their CSM to redesign.

Status

• Shipped 2026-02-01 (Jenny + Aisha)
• Default-on rolled to all new tenants.
• Existing tenants migrated case-by-case via CSM.