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

By default, 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. However, you can change this behaviour to let omnichannel routing treat all tickets associated with messaging conversations for which the agent has ended the session as email tickets:

Zendesk supports a trigger action called Set routing channel, which allows you to change a messaging ticket’s routing channel to email. This causes the ticket to be handled as an email ticket by omnichannel routing and counted toward an agent's email capacity instead. It's useful if you want to manage inactive messaging conversations differently or separate them into specific queues.