Contact owner fallback behavior change

What it is

Contact owner routing now sends conversations to your fallback routing rule when the contact owner can't receive them. Previously, the fallback rule applied only when a contact had no owner.

Why it matters

Customers no longer wait on a contact owner who is away, at capacity, or deactivated; conversations reach an available rep sooner. A contact owner can't receive conversations when they are away, at capacity, lack a required seat, no longer have inbox access, or have been deactivated.