Hi,

We are trying to route the Email interaction to last handled agent. For this we are using Inbound email flow as a email routing method.

we tried to use below API but we are not able to find "UsedRouting:Last" parameter.

/api/v2/conversations/emails/{conversationId}

please advise is there way to implement Last Agent Routing for Email.

#ArchitectureandDesign

------------------------------
ANITHA ME
Accenture Solutions Private Limited
------------------------------

Anitha, the default routing method for email is to use Last Agent Routing - you don't need to program anything specific.  If you send an email and then reply to it - it will target the last agent automatically.

Have you tried that?

------------------------------
Chris Bohlin
Product Manager - PureCloud
------------------------------

Original Message:
Sent: 12-08-2022 03:07
From: ANITHA ME
Subject: Last agent routing for Inbound Email interaction

Hi,

We are trying to route the Email interaction to last handled agent. For this we are using Inbound email flow as a email routing method.

we tried to use below API but we are not able to find "UsedRouting:Last" parameter.

/api/v2/conversations/emails/{conversationId}

please advise is there way to implement Last Agent Routing for Email.

#ArchitectureandDesign

------------------------------
ANITHA ME
Accenture Solutions Private Limited
------------------------------

Hi ,

Thanks for your response. But default will be standard routing .

How we can use Last Agent routing as default routing for emails.

------------------------------
Gopalakrishnan M
Accenture Solutions Private Limited
------------------------------

Original Message:
Sent: 12-09-2022 08:17
From: Chris Bohlin
Subject: Last agent routing for Inbound Email interaction

Anitha, the default routing method for email is to use Last Agent Routing - you don't need to program anything specific.  If you send an email and then reply to it - it will target the last agent automatically.

Have you tried that?

------------------------------
Chris Bohlin
Product Manager - PureCloud

Original Message:
Sent: 12-08-2022 03:07
From: ANITHA ME
Subject: Last agent routing for Inbound Email interaction

Hi,

We are trying to route the Email interaction to last handled agent. For this we are using Inbound email flow as a email routing method.

we tried to use below API but we are not able to find "UsedRouting:Last" parameter.

/api/v2/conversations/emails/{conversationId}

please advise is there way to implement Last Agent Routing for Email.

#ArchitectureandDesign

------------------------------
ANITHA ME
Accenture Solutions Private Limited
------------------------------

I may be wrong, but I believe that if the system recognizes an incoming email as being a reply to one that went out, it gets sent to the agent directly and doesn't go through the flow.

That's what happens with SMS and so on.

------------------------------
Paul Simpson
Eventus Solutions Group
------------------------------

Original Message:
Sent: 12-09-2022 08:34
From: Gopalakrishnan M
Subject: Last agent routing for Inbound Email interaction

Hi ,

Thanks for your response. But default will be standard routing .

How we can use Last Agent routing as default routing for emails.

------------------------------
Gopalakrishnan M
Accenture Solutions Private Limited

Original Message:
Sent: 12-09-2022 08:17
From: Chris Bohlin
Subject: Last agent routing for Inbound Email interaction

Anitha, the default routing method for email is to use Last Agent Routing - you don't need to program anything specific.  If you send an email and then reply to it - it will target the last agent automatically.

Have you tried that?

------------------------------
Chris Bohlin
Product Manager - PureCloud

Original Message:
Sent: 12-08-2022 03:07
From: ANITHA ME
Subject: Last agent routing for Inbound Email interaction

Hi,

We are trying to route the Email interaction to last handled agent. For this we are using Inbound email flow as a email routing method.

we tried to use below API but we are not able to find "UsedRouting:Last" parameter.

/api/v2/conversations/emails/{conversationId}

please advise is there way to implement Last Agent Routing for Email.

#ArchitectureandDesign

------------------------------
ANITHA ME
Accenture Solutions Private Limited
------------------------------

The emails are chained, so if the agent replies, as long as they are idle when it comes back they will get it.  otherwise it will enter the queue for someone else

------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------

Original Message:
Sent: 12-09-2022 08:34
From: Gopalakrishnan M
Subject: Last agent routing for Inbound Email interaction

Hi ,

Thanks for your response. But default will be standard routing .

How we can use Last Agent routing as default routing for emails.

------------------------------
Gopalakrishnan M
Accenture Solutions Private Limited

Original Message:
Sent: 12-09-2022 08:17
From: Chris Bohlin
Subject: Last agent routing for Inbound Email interaction

Anitha, the default routing method for email is to use Last Agent Routing - you don't need to program anything specific.  If you send an email and then reply to it - it will target the last agent automatically.

Have you tried that?

------------------------------
Chris Bohlin
Product Manager - PureCloud

Original Message:
Sent: 12-08-2022 03:07
From: ANITHA ME
Subject: Last agent routing for Inbound Email interaction

Hi,

We are trying to route the Email interaction to last handled agent. For this we are using Inbound email flow as a email routing method.

we tried to use below API but we are not able to find "UsedRouting:Last" parameter.

/api/v2/conversations/emails/{conversationId}

please advise is there way to implement Last Agent Routing for Email.

#ArchitectureandDesign

------------------------------
ANITHA ME
Accenture Solutions Private Limited
------------------------------

Hello. I think that's true only if you directly associate a queue to your email. It does not work if you're using a flow.

------------------------------
Catherine Dupire
NXO FRANCE SASU
------------------------------

Original Message:
Sent: 12-09-2022 08:17
From: Chris Bohlin
Subject: Last agent routing for Inbound Email interaction

Anitha, the default routing method for email is to use Last Agent Routing - you don't need to program anything specific.  If you send an email and then reply to it - it will target the last agent automatically.

Have you tried that?

------------------------------
Chris Bohlin
Product Manager - PureCloud

Original Message:
Sent: 12-08-2022 03:07
From: ANITHA ME
Subject: Last agent routing for Inbound Email interaction

Hi,

We are trying to route the Email interaction to last handled agent. For this we are using Inbound email flow as a email routing method.

we tried to use below API but we are not able to find "UsedRouting:Last" parameter.

/api/v2/conversations/emails/{conversationId}

please advise is there way to implement Last Agent Routing for Email.

#ArchitectureandDesign

------------------------------
ANITHA ME
Accenture Solutions Private Limited
------------------------------