My question is: What is the best way to make this work? How can I make it so new cases (using email to case) only assign to an agent who is available that day? If a customer replies on a day where the case owner is off, how can i notify an agent who is on the clock that day so the customer isn't waiting 3 days for a reply? Am i missing something basic here? If it helps, each agent (of which, there are a total of 5) works the same schedule. So agent A will always work Monday, Tuesday Wednesday Thursday, Agent B will always work Tuesday Wednesday Thursday Friday, etc.
2 answers
If a customer replies on a day where the case owner is off, how can i notify an agent who is on the clock that day so the customer isn't waiting 3 days for a reply? - Create a field (formula / Checkbox) under Cases that checks the user's schedule and compare it with today's day of the week to know if they are off
- Create a flow (Record Triggered), that runs on Case Comments
- Get the Case info (the formula from Step 1)
- Add a decision:
- If Formula from Step 1 = FALSE THEN Stop
- If Formula from Step 1 = TRUE THEN
- Get the Group Members and get the first Id it finds (You may need a formula here to identify the Quote that applies to today's day of the week)
- Then get the users and match it with the Id you found from the Group Memeber and get only the email
- Then create a Send Email Action and add your body/subject and the recepient will be the email from the previous step
- Activate
Again, I'm not sure if it will work as I haven't tested it myself but it makes kind of sense on paper LOL
