We’re introducing a new inbox setting: Keep assignments when teammate is out of office or busy. When enabled, assignment rules ignore availability, and conversations keep their assignee even if the teammate is unavailable.
Teams like Account Management, Customer Success, Solutions Engineering, Finance, or Sales, can now ensure customers conversations are routed to the right teammate for consistent, personalized support. Learn more.
Thank you for rolling this out — it’s really helpful! 🙌 We do still have one challenge: when teammates use shifts, it automatically applies their out-of-office status, which unassigns them. Ideally, it would be great to have the option (e.g. in user settings) to keep people assigned during shifts, while reserving the out-of-office status for when they’re truly OOO.
Right now, my team gets unassigned 2–3 times a day because of this, so we can’t fully use the feature as intended — they only need to be unassigned when they’re actually OOO.
I know Workforce Management was released, but since it doesn’t fit our setup, we’re still relying on shifts. Is there a way to adjust this behavior?
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