• 5.19

Set Service

The Set Service block changes the service associated with a task or email. This allows you to dynamically reroute items to different teams or apply different service-level configurations based on scenario logic. Typical usage:

• Transferring a task or email to a different service queue.

• Changing the service context for an item in a personal queue. This affects which service queue it returns to (if returned from a personal queue) and which email account is used for replies.

	If an agent is actively interacting with the item when this block executes, the scenario will wait for the interaction to end before changing the service.

Settings

Title Text

An optional name to identify the block in the scenario builder interface.

Service

The service to which the task or email should be assigned.

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