Receiving Email Cases

Receiving email cases works much like getting calls in the contact centre. Agents need to set their status to "Available" to receive new email cases. 

When an agent is available, the system will automatically assign any incoming customer email cases to them if they have the relevant skills. 

If an agent is set to "Busy" or any other non-available status, they will not get assigned new emails. This helps make sure only agents who are ready will get new cases to handle.