Set Contact Routing Queue Same as Previous Contact in Thread

Ensures that any future messages in a thread are assigned to the same routing queue.

Create This Job

  1. Click the app selector icon of 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. Locate the trigger you want to assign this job to and open it.

  3. Click Add existing job.

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