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

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:

1. Allow agents to end messaging sessions
2. Select Route all agent-ended messaging sessions as email