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Auto Assignment

Adjust automated email assignment settings.

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Check the conversation history to see how the message was assigned to them.

Ensure the assignment method is set to something other than “None” in the assignment tab. Check if the agent has hit their maximum message limit or if they are set to Don’t Auto Assign.

Check the conversation history to see how the message was assigned. If it was assigned by a rule, tweak the rule settings. If it was auto-assigned, check the Assign to Previous Owner settings and the agent’s availability.