Shared inbox email flow

Hello,

Our team is currently assigning customer emails to themselves from the shared inbox folder in RingCX instead of accepting them through the digital queue in an effort to prevent a call queue build up.

We’ve noticed that when an agent responds to an email and the customer later sends another reply, the new email is automatically assigned to the agent who previously handled the interaction.

Is there a setting that would prevent historical email threads from automatically being reassigned to the same agent when a customer responds? For example, if the original agent is off work or on vacation, this could create delays in responding to the customer.

Thank you for your assistance.

Best regards,

Amy