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  • 1.  email Interactions

    Posted 29 days ago

    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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  • 2.  RE: email Interactions
    Best Answer

    Posted 29 days ago

    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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