Question

Automatically re-assign a re-opened conversation from an away agent to live team

  • 4 January 2023
  • 2 replies
  • 38 views
A

Hello,

 

Is there a way to set up an Inbox rule to automatically re-assign a conversation (that a user re-opened) from an agent that is now away to a live team/agent?

 

Thank you

2 replies

Racheal
Userlevel 4
Badge +5

Hey @adolfo m12​ Racheal from the support engineer team here👋 

 

It sounds like using Away + reassign is what you are looking for here! We recommend enabling the reassign replies option when a teammate ends their shift and when they are going away for several days. It’s important when teammates won’t be able to respond to conversations already assigned to them.

 

More on that here!

A

Thank you @racheal​!!

Reply


Terms & ConditionsCookie settings