Set Contact Routing Queue Same as Previous Contact in Thread

This workflow automation job ensures that any future messages in a thread are assigned to the same routing queue.

Create This Job

1. Click the app selector and select ACD.

2. Go to Digital > Automation Jobs.

3. Click Add.
4. Enter a Name that describes what the job does.
5. From the Action drop-down, select Set Contact routing queue same as previous Contact in Thread.
6. Click Save.

Add The Job to a Trigger

1. Go to Digital > Automation Triggers.

2. If you need to, create a new trigger and add conditions to it. These steps can be found on the individual help page for each trigger, listed in the following drop-down:

   Learn more about creating triggers

   • Agent Defocus From Case Tab
   • Agent Focus on Case Tab
   • Before Case Closed
   • Before Message Created
   • Case Created
   • Case Inbox Assignee Changed
   • Case Routing Queue Changed
   • Case Status Changed
   • Public Secured Form Submitted
   • Message Created
   • Visitor Inactivity
   • Triggered by API

3. Locate the trigger you want to assign this job to and open it.

4. Click Add existing job.

5. Use the drop-down to select this job. The drop-down displays the Name you gave the job, not the Action of the job.
6. Click Add.