How does omnichannel routing interpret the channel of a messaging ticket when the message becomes inactive?

Question

I set up a workflow to route messaging tickets after the message becomes inactive. Then my agents can reply by email or in the messaging channel. How does omnichannel routing interpret the channel of a messaging ticket when the message becomes inactive?

Answer

By default, omnichannel routing uses the ticket’s initial channel. This applies when a messaging ticket becomes inactive or when an end user or an agent replies from a different channel. However, you can change this behavior so omnichannel routing treats tickets from agent-ended messaging conversations as email tickets:

Use the trigger action Set routing channel to change a messaging ticket’s routing channel to email. When you change the channel from messaging to email, use only the Ticket > Set routing channel action in the trigger and make sure the auto-routing tag is on the ticket if it does not match any custom queues. Omnichannel routing then treats the ticket as an email ticket and counts it toward the agent’s email capacity instead of messaging. This helps manage queue eligibility and balance workloads across channels. For more information, see About ending messaging sessions.

This is useful if you want to manage inactive messaging conversations differently or route them to specific queues.

To change how omnichannel routing treats inactive messaging tickets:

Allow agents to end messaging sessions

Select Route all agent-ended messaging sessions as email