Engage Digital | Assigning a message in Inbox

Last updated on January 23, 2022
An agent can assign or reassign a message to another agent with a specific skill set if needed. For example, the customer needs to speak to a Spanish speaking agent, you can reassign that message to an agent with that skill set. A supervisor can also reassign a message to another agent.
  1. Navigate to Inbox via the left-hand navigation bar.
  2. Select the desired mailbox folder.
  3. Click on the message you’d like to assign to another agent.
  4. Hover over the message and click the More icon that appears at far right.
  5. Select Assign to open the Reassign case window.
  6. Select the agent name from the dropdown menu.
  7. Click Save.
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