When a threaded digital conversation (threaded email and threaded message) arrives, Genesys Cloud forwards the conversation using the last agent routing (LAR) method and sends the conversation to the agent who previously handled the interaction. This allows agents with as much context as possible to receive the conversation leading to better customer experience.

Last agent routing does not support voice interactions. Also, in case of email and messaging interactions, and inbound callbacks, when you use preferred agent routing, Genesys Cloud does not attempt to route the interaction to the last agent who handled it.

You can configure the queue with one of the following options from the Queue > General tab. For more information, see Create and configure queues.

• Last agent on any queue – Default setting; conversation is assigned to the last agent even if they are not active or are no longer a member of the conversation queue. The agent must be in On Queue status to receive the conversation. If the agent’s status is not On Queue, the conversation is assigned to the next available agent according to the routing method set on the queue.
• Last agent on conversation queue – Conversation is assigned to the last agent only if they are active and are a member of the conversation queue. The agent must be in On Queue status to be considered for the assignment of the conversation. If the agent’s status is not On Queue, the conversation is assigned to the next available agent according to the routing method set on the queue.
• Disabled – Conversation is assigned to the next available agent according to the routing method set on the queue.

When you select the Last agent on any queue or Last agent on conversation queue options, the threaded conversation, which was originally assigned using standard, bullseye, or predictive routing, is sent to the last agent based on the selected option.