Right now we can automatically assign incomign email conversations to
- Contact owner
- a specific team or list of users
In our company, the contact owners are from the sales team. So we have a custom owner property for the support contact owner. However, we cannot select that option.
Additionally, we would need a check that only makes an automated assignment, if the person is set to available and a fall back rule, that if the person is set to away mode, distributes the incoming message to the available agents.
Right now, we have every day an agent assigned to manually assign all conversations. This is tedious and costs time.