Can I set omnichannel routing to auto-open tickets?

Question

Can I set omnichannel routing to auto-open tickets in the Agent Workspace, so agents don’t have to accept or open them manually?

Answer

Yes, you can set this for both email and messaging tickets in the Omnichannel routing configuration page.

For messaging tickets, select: Auto-accept for an agent

For email tickets, select: Automatically open assigned email tickets

This feature isn't supported for voice tickets. These tickets have to be manually accepted by the agent.

For more information, see these articles:

Managing your omnichannel routing configuration

Turning on automatic conversation acceptance for agents