Genesys Cloud - Main

In this video, @Fegy Simon discusses a new feature "Enable or disable Last Agent Routing for digital conversations"

Administrators can now enable or disable Last Agent Routing (LAR) for threaded digital conversations, including emails and messages. When enabling LAR, administrators can choose to route conversations only if the last agent is a member of the conversation queue, or allow routing even if the agent is not a member of the queue. Previously, LAR was always enabled by default. With this update, administrators gain greater control over routing behavior. Routing conversations to the last agent who handled them helps maintain context and ensures a more seamless customer experience

Release notes: https://help.mypurecloud.com/releasenote/june-30-2025/

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