The “Assign Replies to Previous Owner” feature in Emailgistics is designed to maintain conversational continuity between users and customers by routing replies back to the previous owner who last interacted with or was assigned a message in a conversation thread.

Here are step-by-step instructions on how to enable and configure this feature within the Emailgistics admin centre.

Enable Assign to Previous Owner

Sub-Options

Once the feature is enabled, you’ll have access to three sub-options:

1. Assign Only if User is Available
   • This option ensures that a user receives replies only if they are currently available (either manually or based on their schedule).
2. Assign Only if User is Available or Will Be Available Within
   • Enable this option to assign replies to the previous owner if they are scheduled to be available within a specified amount of time (X hours, days, minutes). This time frame is measured according to the user’s mailbox schedule.
3. Always Assign (Ignore Availability)
   • With this option, replies will always be assigned to the previous owner’s folder, regardless of their current availability status.

Default Assignment Method

If the “Assign to Previous Owner” option is not selected or if Emailgistics cannot assign the reply to the previous owner due to unavailability, the following default assignment method will be applied:

• The reply will remain in the inbox and will be assigned using the default assignment method configured in your Emailgistics settings.

Enabling the “Assign Replies to Previous Owner” feature in Emailgistics enhances conversational continuity and improves efficiency by ensuring that replies are directed back to the appropriate owner within a conversation thread. By following the steps outlined in this document, users can easily activate and configure this feature to optimize their email management processes.