Last Agent Routing is something that is there by default regardless of the routing method you select, this is explained in the following to links, and applies to Messages too:
1st one for a returning customer continuing the same conversation. - If you set participant data the first time round you could look that up assuming it is available on subsequent sessions that are part of the same conversation, otherwise as others have suggested use a Data Action to get the last queue.
2nd one for returning customer wanting a new conversation. - A few levers here, you really want to look out your threading timeline, and potentially allow customers to clear messages and encourage/educate them to do so when starting new conversations. If you are using Open Messaging instead then you might have some more flexibility there, but ideally you want new conversations for new topics. Otherwise and this is only in theory for me, by using Preferred Agent Routing, this cancels out the Last Agent Routing. So by using the feature you didn't want, you could actually achieve the outcome you want. 
I'm not sure if there are any other means of clearing the Last Agent Routing target.
Original Message:
Sent: 11-19-2024 15:45
From: Kyle Russell
Subject: Resume web messaging conversation - skip bot
We're not using preferred agent routing - just standard routing with no skills.
If the customer wants to resume the convo and I allow them to skip the bot, then what values do I places into the Transfer to ACD task? It requires a queue but at the beginning of the flow I only know this is an existing convo. Would I need a Data Action to pull the queue ID from the API by looking up for conversation?
If the customer doesn't want to resume the convo then we're still a bit stuck. In the original convo they asked for Tech Support so were routed to the TS queue. Now in this resumed convo, the bot guides them through options and this time they want the B2B queue. How do I send this resume convo back to the ACD but to a completely different queue and hopefully new agent? This is where we end up with the resumed convo going to the previous agent (bad) but the new queue (good). I need a way to clear the original queue and agent values.
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Kyle Russell
Senior Manager of Sales Technology
Original Message:
Sent: 11-19-2024 15:12
From: Anton Vroon
Subject: Resume web messaging conversation - skip bot
I think yes out of the box, digital channels are routed to the previous agent if they are available, if not then it will find the next agent in the queue, but when it looks for that previous agent it doesn't care if they are still on the same queue.
From a WEM perspective, if they were on the queue, then they are skilled to handle the interaction, and if they are available isn't it a better customer experience to have the same person responding back?
From: https://help.mypurecloud.com/articles/about-acd-email-routing/
But your question is, how do I make it not do that?
Have no idea if this would work, but since Preferred Agent Routing bypasses the built in last agent routing, can you use preferred agent routing and pick no one, or someone that is always invalid, Which then looks at the wider group.
As for clearing the values.. Might be easier with open messaging maybe (haven't done this so purely speculative) to link a specific response/button to creating a new conversation instead. With WebMessaging not so sure.
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Anton Vroon
Original Message:
Sent: 11-19-2024 13:55
From: Kyle Russell
Subject: Resume web messaging conversation - skip bot
What appears to be happening is that when the customer resumes the conversation the bot starts again (bc we didn't check to see if IsNewConversation) and when they pick a different context value and we use it in the Transfer to ACD task things get...weird. The agent that was previously assigned is who the conversation is routed to BUT within the newly selected queue even though the agent isn't part of that queue. If you view the interaction dashboard you can see this record but it's greyed out. How can a conversation be routed to an agent who doesn't belong to a queue the interaction belongs to?
What we're looking to put in is a check at the beginning for IsNewConversation and if false...ask the customer if they want to resume their conversation or start over.
- If they decide to start over how can I make sure the agent and queue details on the conversation are cleared?
- If they decide to resume the conversation how do I make sure the Transfer to ACD has the right inputs? If the previous agent is unavailable does it then route to anyone in the previous queue?
I checked the API and all the PATCH operations for Conversations but none of them jumped out as what I needed. Thanks
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Kyle Russell
Senior Manager of Sales Technology
Original Message:
Sent: 11-19-2024 11:00
From: Robert Wakefield-Carl
Subject: Resume web messaging conversation - skip bot
Did you set up preferred agent routing on the queue? I know with callback, that is required to get it back to the same agent. It might be required for the threading with messaging now as well. Like Tatjana wrote, you can look at the conversation for the existing ACD participant and get the ID/Name.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 11-18-2024 14:41
From: Kyle Russell
Subject: Resume web messaging conversation - skip bot
I have an inbound messaging flow that hands off to a digital bot to collect customer info and context so the flow can then route to the appropriate queue. If the customer steps away and the agent closes the conversation we have the threading timeline open for 72 hours. The problem is when the customer resumes the conversation the bot kicks in and they have to go all through the bot to get to another agent.
I know about Message.IsNewConversation but how can I make sure the customer is routed to the correct queue the second time? I can skip the bot if the Message.IsNewConversation = false but then what? Do I need to verify that the participant data is still set and if not ask them again? How can I make sure this conversation goes to the right queue/agent as needed?
#ArchitectureandDesign
#DigitalChannels
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Kyle Russell
Senior Manager of Sales Technology
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