Title

Automatic Update of Email "From" Address Upon Skill Transfer for Agent Replies 📧

Description

Currently, when an email interaction is transferred from one skill/queue to another within the Contact Center environment, subsequent replies made by the agent in the destination skill default to the original skill's configured "From" email address.
The desired behavior is for the system to automatically adopt the destination skill's email details as the default "From" address for all subsequent agent replies to that interaction.
This change should take effect immediately when the agent opens the transferred email for the first time in the new queue and persist for all replies unless the agent manually overrides the selection. The identity used for outbound communication should logically follow the interaction's current context.

Example Scenario:
1. An email arrives in Skill A (configured "From" email: team-a@company.com).
2. An agent in Skill A transfers the email to Skill B (configured "From" email: team-b@company.com).
3. An agent in Skill B opens the transferred email to reply.
4. Current Behavior: The "From" field defaults to team-a@company.com.
5. Desired Behavior: The "From" field should default to team-b@company.com.

Business Justification / Problem Solved

This feature addresses a significant workflow inefficiency and potential customer experience gap related to skill-based routing and email identity management.
1. Agent Efficiency: Agents in the receiving skill are forced to manually change the "From" email address on every reply to align with their team's designated contact channel. This adds extra steps and friction to every response in a transferred workflow.
2. Brand/Identity Consistency: Using the wrong "From" address (the original skill's) creates inconsistent customer communication. This can cause confusion, prompt unnecessary follow-ups, or result in the customer sending replies to an inbox that is no longer actively managed by the correct support team.
3. Workflow Integrity: When an interaction is transferred to a new skill, it signifies a change in ownership or specialization. The outbound communication identity must logically follow this transfer to ensure a clean, continuous context for the customer.

Suggested Solution / Implementation Details

The system logic determining the default "From" address for an email reply needs to be updated. The logic should prioritize the Skill/Queue Context of the interaction at the moment the agent initiates the reply, rather than defaulting to the original skill's context upon transfer.
* Mechanism: When an email interaction is active in an agent's work queue (after transfer), the system must query the Channel/Email settings associated with the current active Skill/Queue to populate the default "From" address upon clicking 'Reply'.
* Impact: This change will ensure that all post-transfer communication automatically uses the correct identity corresponding to the handling skill, streamlining the agent experience.