Module 3: Assign to previous owner

Used for teams that work with complicated conversations or prefer having the same user assist the customer throughout an email transaction. If turned off customer replies are processed no differently than initial messages in a conversation and are assigned according to the assignment method of the team inbox. Assign to previous owner sub options will allow you to decide if replies go back to the user, only if they are:

• Available when the reply arrives
• Will be available within a set time of when the mailbox opens next business day (according to mailbox schedule)
• Always assign replies regardless of availability (even if user is not working the reply will go their folder)