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Fixing automatic assignment and previous-owner routing.
Open the message’s conversation history to see how it was assigned. A rule set to ignore availability, assign to previous owner, or a manual assignment can all give a message to someone who is unavailable.
Check that the assignment method on the mailbox’s Assignment tab is not set to None. Then check whether the person has reached their Max Messages limit or is set to Don’t Auto Assign.
Check the conversation history to see how the message was assigned. If a rule assigned it, adjust the rule. If it was auto-assigned, check the Assign to Previous Owner settings and the previous owner’s availability.
Email our support team at [email protected], or browse step-by-step guides in the learning centre and knowledge base.
