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

Question

I created a workflow to route messaging tickets once the message becomes inactive. Then, my agents can reply using both channels, messaging and email. How does omnichannel routing interpret the channel of a messaging ticket when the message becomes inactive?

Answer

Omnichannel routing always applies and evaluates the initial channel of a ticket. This applies to cases where a messaging ticket becomes inactive or if an end user or an agent replies to the ticket from a different channel.

For more information, see these articles:

• Managing your omnichannel routing configuration
• About Zendesk channels