Dynamics 365 Omnichannel for Customer Service: routing work items to the same agent

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Posted on by D365EL

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Hello Community,

We have the following requirement when working with routing email records as conversation work items in Omnichannel (i.e. record type routing):

- When an agent is pushed an email work item to work on, the agent is now the active agent working on the email conversation. The agent then engages in a back and forth email replies with the customer. Each incoming response from the customer related to the same email thread is considered a new incoming email work item. Is there a way we can set it up such that those subsequent incoming emails from the same email thread will get pushed to the same agent, so that they don't get pushed to other agents even if other agents are available and have higher capacity?

Any insights would be appreciated, thanks!