If you have ContactWorld Unite enabled for your Salesforce org, when Salesforce receives a message through a configured channel, Salesforce creates a new case. Salesforce then uses a workflow rule that routes the case to a route plan defined in Interaction Architect. For information on creating a workflow rule that routes cases to a route plan, see Creating a workflow rule that routes new cases.
When you map actions to and from case statuses you also set the default routing timeouts. These timeouts determine how long ContactWorld for Salesforce (CW4SF) tries to route cases to their case owners. For information on routing timeouts, see Mapping actions to and from case statuses. You can override these default timeouts for different cases. For example, you might want a case that originates in Twitter to have shorter routing timeouts than a case that originates in an email.
...