Routing Inbound Conversations to an Inbox

Starting with the Spring 24 release, inbound conversations from digital channels, such as Short Message Service (SMS), Email, WhatsApp, and Facebook can either be automatically assigned to an agent's personal inbox or agents can manually assign conversations from the group inbox to their own personal inbox. 

For example, if a service is configured as Auto in the Services editor, when a customer sends an inbound email, the system automatically assigns the new email to the next available agent's personal inbox. Conversely, if the service is configured as Manual, when a customer sends an email, all agents see the email in the group email inbox. Any available agent can then move the email from the group email inbox to their own personal email inbox for individual attention and response.