Routing and assigning an email interaction to agents

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Route and assign email interactions to the appropriate agents based on predefined rules and criteria.

    When agents accept email interactions routed by Advanced Work Assignment (AWA), the interaction state changes from New to Work in progress and it’s assigned to the agent.

    For information on the configuration required to route and assign email interactions, see Configure Advanced Work Assignment for routing email interactions.

    Alternatively, agents can assign the email interactions manually.

    Assign an interaction manually

    Manually assign an interaction that is in the New state to yourself or another agent.

    Antes de Iniciar

    Role required: sn_customerservice_agent, sn_customerservice_manager, or sn_customerservice.consumer_agent

    Por Que e Quando Desempenhar Esta Tarefa

    The Assign to me button is only visible if the interaction is in the New state and the Assigned to field is empty.

    Procedimento

    1. Navigate to All > CSM/FSM Configurable Workspace.
    2. Select the List icon (List icon).
    3. From the Interactions section, select My Interactions.
    4. Open an interaction.
    5. Assign the interaction in one of the following ways.
      OptionDescription
      Assign the interaction to yourself Select Assign to me. The Assigned to field gets populated with the agent's name and the state changes to Work in Progress.
      Assign the interaction to another agent Select an agent in the Assigned to field and select Save.