We enabled the email channel within the Intercom platform but there is a default assignee group in Settings>Inbox>Assignments>General>Default Assignee.
The problem: Whenever an email comes it, it defaults to one of our chat channels first then the workflow picks it up and assigns it to the Email Inbox as designed. You can see this within the event logger showing each waterfall flow where it marks as default assignee then workflow. Ultimately with automatic routing of chats to agents, the emails are automatically getting assigned to them before the email workflow kicks in. Because of this and the default assignment is in place, it won’t take it out of default once assigned to rep.
Temporary Fix: We have to mark conversations as Unassigned by default which now requires users/supervisors to monitor an unassigned queue.
The ask: Why not have a default assignee inbox by Channel rather than the entire workspace.
Expected Behavior: Chat Default Assignee = Chat_Inbox; Email Default Assignee = Email_Inbox; SMS Default Assignee = SMS_Inbox