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Mail and Task Routing

Bundled together as third on the priority list are Mail and Tasks. For Mail and Tasks, the Agent’s capacity is not currently limited. However, it’s important to note that Agents will be pushed one piece of Work (a Mail contact or Task item) when they set their Availability to green, provided that there is Work to be distributed.

Key things to know about Mail and Task Routing

  • Use Next to request more Mail or Tasks to work on

    After you receive one piece of piece of work when you first become available for Mail and Tasks, you will need to use the Next button to receive additional work. This is unlike Voice and Messaging where you can continuously be routed work automatically.

  • You can always be routed Voice or Messaging when working on Mail or Tasks

    Because there is no capacity limit to Mail, if you are actively working on a Mail or Task item, you can still be routed Voice or Messaging contacts if you are available on those channels.

There is no decline option for Mail
Unlike Voice and Messaging, Agents do not have the ability to accept or decline these. As soon as Gladly’s routing as found Work for the Agent, they will be assigned.

See how Mail routing works

Settings that impact the Mail experience for Agents

Same agent assignment time limit
This is the amount of time an incoming reply from an existing email or voicemail remains active and is routed to the same Agent. And if received within this time frame, the email or voicemail will always go to the same Agent.

Assign inbound messages to…
This setting includes two options to choose from:

  • Same Agent if conversation is open or reopened
    • If selected, any incoming email or voicemail replies received outside the time threshold for the Same agent assignment time limit (minutes) setting is routed to the same Agent assigned to the open/reopened Conversation.
    • If selected, any incoming email or voicemail replies received outside the time threshold for the Same agent assignment time limit (minutes) setting is routed to the next available Agent instead of the existing owner of the open/reopened Conversation.

Q. I’m seeing Emails being routed to Inboxes for different Channels. What could be happening?

The Email was likely in “Reply-to” an earlier email. Gladly routes threaded emails to the same inbox where the most recent message was so that the whole thread could stay within the same inbox.