In regulated industries (lending, insurance, healthcare), who's allowed to handle a conversation often depends on something Front doesn't natively know - an active license, a coverage territory, a compliance certification - that lives in an external system of record.
The pattern that's worked well for us: sync that external state into a Front custom field (e.g. an "Eligible" flag or region code) via API/webhook, then drive routing/assignment rules off the custom field instead of hardcoding teammate names or emails into rules. When the external system changes (someone's license lapses, territory shifts, roster changes), you update the sync/one field instead of touching a dozen rules.
Curious how others are handling this: is anyone else routing based on data that lives outside Front, and if so, custom fields plus sync, or a different approach entirely (webhooks triggering direct API assignment, something else)?