I am going to turn on the feature for conversations to be automatically assigned to individuals. I understand that they won’t get a conversation if they are not available.
If they have assigned conversations though and then change their status to not available, will those assigned conversations become unassigned and be re-assigned to the next available person?
Hi @RSmith95,
Correct, by default “incoming conversations will only be assigned to agents that are available. If no agents are available, the email conversation will be unassigned.” Set up routing rules in the conversations inbox
Once a conversation is assigned, it will not be automatically unassigned.
Best regards!
Yes, you are right with the correct settings enabled conversations will be automatically assigned to the available users kindly check the settings mentioned in the screenshot in this article Set up routing rules in the conversations inbox
You can clear the Assign to available users only checkbox to turn off assignments based on agent availability.
Let me know if you have any followup questions.
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