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Round Robin Question

  • 12 February 2024
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gabbi_samadi
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We’re just about to launch Front with our team (YAY!) and one of the key features we’ll be using is Round Robin. 

I was just wondering, if one of our team members goes on leave and turns on their ‘time off’ settings, what happens with emails that would normally go to them in the round robin routing? 

 

I hope this makes sense! I thought there was a learning path that covered it, but I can’t seem to find it.

 

Thanks in advance! 

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Best answer by andersen 12 February 2024, 08:00

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andersen
Userlevel 3
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@gabbi_samadi Great question! If someone on your team sets their status to ‘Out-of-office,’ either manually or via a shift, Front’s rule engine will ‘skip’ them in the round robin of new messages. Additionally, any new message they receive on conversations they were previously assigned to will automatically get unassigned and moved back into the ‘Unassigned’ inbox view to be routed again. Hope that helps.

You can find more about ‘Out-of-office’ here.

 

Andersen Yu - Head of Solutions Engineering & Architecture @ Front

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