Genesys Cloud - Main

Hey everyone,

I was wondering if an agent received an email interaction and replied to, when the customer replies to that email will it be routed to the same agent ? 

If not, is there anyway to make that possible?  

Routing method: Standard Routing (ACD)

#Unsure/Other

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Osama Issa
Fourth Dimension Systems LLC
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Hello,

If you route e-mails directly to queue it will use Last Agent routing, although there's some caveats to this.

https://help.mypurecloud.com/faqs/why-is-an-email-routed-from-a-queue-to-an-agent-no-longer-in-that-queue/

If you route through a flow, you'l need to build the last agent logic in the flow.

I solved it by checking the conversation details via API and setting the last agent that handled the conversation as preferred agent.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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