Hello! How are you? I have a question and I can´t find it on Genesys Help. A customer wants that when an email is answered by us, and they reply to us again, the email gei in ti the next agent queue, not to the person who originally replied to the email. Can anyone help me? Thanks!

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Breno de Oliveira Braz de Jesus
Ktech Tecnologia Ltda.
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Greetings Breno,

There are settings you can use to control how that functions. It's detailed here under #6, listed as optional:

https://dx.genesys.com/GenesysDX/Platform-agent/2350034111/Set-up-an-email-account.htm

Specifically the "Maintain email thread ownership on new mails" setting that is referenced there.

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Anthony Romero
Genesys - Employees
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Original Message:
Sent: 01-03-2024 14:09
From: Breno de Oliveira Braz de Jesus
Subject: manage email queues

Hello! How are you? I have a question and I can´t find it on Genesys Help. A customer wants that when an email is answered by us, and they reply to us again, the email gei in ti the next agent queue, not to the person who originally replied to the email. Can anyone help me? Thanks!

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Breno de Oliveira Braz de Jesus
Ktech Tecnologia Ltda.
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