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  • 1.  Last agent routing for Inbound Email interaction

    NEW MEMBER
    Posted 12-08-2022 03:07
    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

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    ANITHA ME
    Accenture Solutions Private Limited
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  • 2.  RE: Last agent routing for Inbound Email interaction

    GENESYS
    Posted 12-09-2022 08:18
    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?

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    Chris Bohlin
    Product Manager - PureCloud
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  • 3.  RE: Last agent routing for Inbound Email interaction

    Posted 12-09-2022 08:35
    Hi ,

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

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

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    Gopalakrishnan M
    Accenture Solutions Private Limited
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  • 4.  RE: Last agent routing for Inbound Email interaction

    Posted 12-09-2022 09:49
    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.

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    Paul Simpson
    Eventus Solutions Group
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  • 5.  RE: Last agent routing for Inbound Email interaction

    Posted 12-09-2022 09:55
    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

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    Andy Jackson
    Ten Lifestyle Management Limited
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  • 6.  RE: Last agent routing for Inbound Email interaction

    Posted 12-28-2022 10:52
    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.

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    Catherine Dupire
    NXO FRANCE SASU
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