“Routed from <Agent Name > to <Agent Name> because of conversation reassignment” on the Conversation Timeline could be caused by one of the following:
- A reassignment Rule was triggered, or the system automatically routed a Conversation to another Agent due to their Availability status. For example, a Conversation may route from one Agent to another because it was manually assigned to an Agent in an Away state, so they could not receive new Conversations.
- Suppose an Agent is routed a Conversation and cannot accept/decline the inbound messages because the Conversation is automatically assigned. In that case, a reassignment Rule could reroute the Conversation to another Agent if it sits too long with an Agent who does not respond promptly.
If the Conversation Timeline says an incoming request is reassigned “by the system,” it’s typically caused by a phone call coming in from the same Customer already communicating on another Channel.
- A phone call from a Customer before or after an open Contact (e.g., an email, an SMS, a chat) from the same Customer can cause the call to continually get re-routed and re-queued and generate the “routed by system” event. When this happens, ask the Customer to hang up the call or let them know you’ll call them if they prefer to speak on the phone.
