Genesys Cloud - Main

We have recently started email routing, one of the agents have gone on leave and he still have some interaction assigned to him. Can we reassign those Email Interactions to another user?

Good day Gita

I'm not sure if this is currently possible to remove an in-progress email interaction from one agent to another.  The agent should be able to transfer it from their side to another agent, but the agent would need to log in.  You could also disconnect the interaction and then respond to the customer via the email queue using a new agent to initiate the conversation.

I found the following on the community and portal, not sure if there is anything that might help

https://community.genesys.com/discussion/viewing-and-reassigning-in-progress-email-interactions#:~:text=progress%20email%20interactions-,You%20can%20use%20the%20in%2Dqueue%20Email%20flow%20to%20transfer,1.

https://community.genesys.com/discussion/emails-reschedule-and-reassign

Hope this helps.