Mail can only be routed to you if you’re available in the Mail + Task Channel.
How Mail items are routed #
When you go available in the Mail + Task Channel, and if there is a Mail Conversation waiting in the queue, it will automatically be routed to you. You must click Next or Close & Next to receive additional mail Conversations.
If there is no Mail Conversation waiting in the queue at the time you go available, the following item that comes will automatically be routed to you. You must click Next or Close & Next to receive additional Mail Conversations.