Hi there,I am using omni channel shared mailbox in which a queue is linked, there are multiple users in the queue. when a mail is received in omni channel all the users are able to view mails, how can i do that if a mail is received it should be automatically assigned to a user in a queue.Thanks In Advance.
Hi Muhammad,
Refer to the following links to route email records automatically through unified routing:
https://learn.microsoft.com/en-us/dynamics365/customer-service/configure-routing-for-email-records#route-email-as-a-record
If the records has been added to the queue, you need configure assignment method to assign records:
Use assignment methods to determine how to assign work items. You can use the out-of-the-box assignment methods or build custom assignment rules by configuring the prioritization rules and assignment rulesets.
https://learn.microsoft.com/en-us/dynamics365/customer-service/assignment-methods
Finally, you can refer to the following blog, which provides the complete steps:
https://neilparkhurst.com/2021/10/02/mb-230-microsoft-dynamics-365-customer-service-omnichannel-record-routing/
Hi Leah,
Thank you for your response.
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