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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Original Message:
Sent: 06-20-2024 05:21
From: Osama Issa
Subject: email Interactions
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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