If an agent initiates a conversation, in our instance that conversation appears to not have a queue. If the customer responds to it, it will route through the regular rules and routing, right?
Best answer by Anonymous
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A
For agent initiated conversations the queue is not set and they will not route like inbound conversations initiated by your customers.
Normally there is a workflow that assigns the conversation to the agent sending the message. So when the customer responds, there is no need to route the conversation since it’s already assigned. But no queue assignment ever takes place. You can see these types of convos by search for “Queue is not set”...
A quick note, on your instance that workflow is not activated!!
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It would be an easy workflow to write to catch these outbound convos and assign them to the agent and a specific queue… if it’s not already on your instance. There are a lot of BR’s and WF’s...
+1
And definitely would be interested in such a workflow. Ideally if the agent is not online it does run through regular queues and routing
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This really depends on the BR’s and workflows that are active on your instance. I know your instance has a lot of both (Business rules and workflows) so it’s hard to answer what ifs like that.
But just focusing on that one workflow… if a customer responds to an agents outbound email with that workflow deactivated, the conversation will have no agent assigned and will not be in a queue. That’s the purpose of that workflow to make sure if an agent reaches out to a customer (outbound conversation) it’s assigned to them so they’ll keep visibility on the convo when the customer responds.
I’d do some testing on your instance to see how outbound convos behave with the existing BR’s and workflows. Just an FYI, there are over 40 workflows activated and over 100 business rules activated on your production instance…
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