Property reference

`sn_eaai_csm.email.reroute.enabled`

The sn_eaai_csm.email.reroute.enabled property allows automatic rerouting of email interactions when the assigned agent is unavailable. This ensures that customer inquiries are promptly addressed by another available agent, enhancing response efficiency.

Default: false
Type: boolean
Application: Email Interaction for CSM

Key questions about this property

The answers below summarize the purpose, scope, default effect, and review scenarios for this property.

What does it do?	When set to true, this property triggers rerouting of email interactions to available agents if the current agent is not available, improving customer service responsiveness.
What area does it affect?	Email Interaction for CSM
What does the default mean?	The default value is "false", which means this behavior is disabled by default.
When should you review it?	Review this property when configuring email interaction workflows or adjusting agent availability settings.

Out of the box property record

Raw metadata from the property record.

Property name	`sn_eaai_csm.email.reroute.enabled`
Sys ID	`53ea548b3b0faa1070381564c3e45acf`
Type	boolean
Application	Email Interaction for CSM
Default value	`false`
Description	Set to true to reroute automatically when current agent is not available
Updated	2025-08-08 09:51:07

Sources

Official references and nearby text excerpts where this property appears.

Brazil docs View supporting context

Context preview Snippet 1

... for the actual support inbox. CS Ad 3 Set system properties Navigate to System Properties > All Properties and configure: sn_eaai_csm.email_addresses (comma-separated support addresses), sn_eaai_csm.period_of_customer_inactivity_to_close_interaction (days before auto-close, default 5), sn_eaai_csm.email.reroute.enabled (reroute if assigned agent unavailable, default false), sn_eaai_csm.notify_agent_on_email_linked_to_case (notify when reply links to open case, default true). CS Ad 4 Enable AI assistance (optional) Check your entitlements to determine whether ...

More in `sn_eaai_csm`

Other properties in the same namespace.

sn_eaai_csm.create_interaction_for_non_matched_user This boolean property determines whether email interactions can be created for users without matching records, sn_eaai_csm.email_addresses This property configures the primary email address used for creating and managing email interactions in the CS sn_eaai_csm.period_for_reminders_to_customers_interaction It configures the delay in days for sending reminders to customers when their interaction is pending a respons sn_eaai_csm.period_of_customer_inactivity_to_close_interactions It specifies the duration of inactivity in days after which customer interactions will be closed, defaulting t

All 5 properties in sn_eaai_csm →