Automatically Unassign Cases in Care

You can configure Care to automatically unassign cases from Care agents once the agents' status switches to “Away” or “Offline”. This helps you ensure that cases continue to be handled by Care agents who are currently available, preventing delays in processing the cases, and helps avoid extra work of unassigning cases manually.

This article is for the users who have an account role with the “Supervisor” level of access to Care (that is, for Account Admins and the users who have a custom account role with the “Supervisor” permission in Care; see Account Roles).

How it works
When an agent switches their status to “Away” or “Offline” (depending on how you configure it; see further in this article), all of the Care cases assigned to this agent (except the cases in the status of Spam or Done) are automatically unassigned. The status of the unassigned cases changes to New. The cases return to the pool of unassigned cases where other agents can pick them up manually, or supervisors can assign the cases to the available agents, or the cases can get automatically assigned to the available agents if you configured automated case assignment in Care (see Automatically Assign Cases in Care).

For more information about agent statuses, see Control Your Online Presence and Status in Care.

Steps:

Go to Settings -> Care -> Workflows.
Toggle the switch next to the Unassign cases automatically option to ON.
The option for configuring criteria for unassigning cases appears.
Select the agent status that triggers the cases to be unassigned.
When an agent changes their status to the one of those you selected, the cases will be automatically unassigned from this agent.
Depending on your business processes, you can select “Offline”, or “Away”, or both.
If you want to narrow down the cases to be unassigned by case status, toggle the switch next to the Limit by case status (Optional) section to ON.
The section for selecting case statuses appears.
For more information about case statuses, see Change the Status of a Care Case.
Select the statuses of the cases to be unassigned.
When an agent changes their status to one of the statuses that you configured at Step 3, only the cases with the statuses that you select at this step will be automatically unassigned from this agent.
Depending on your business processes, you can select one or more case statuses. For example, you may want to unassign the cases in the status of Open or Pending, but the cases in the status of On hold can remain assigned to the agent.
The cases in the status of Spam or Done cannot be unassigned.
If you want to narrow down the cases to be unassigned by case field, toggle the switch next to the Limit by case field (Optional) section to ON.
The section for selecting the case field appears.
For more information about case fields, see Create Case Fields in Care.
Select the case field, then select the the value of this case field.
When an agent changes their status to one of the statuses that you configured at Step 3, only the cases with the specified case field set to the value that you select at this step will be automatically unassigned from this agent.
You can set up only one case field, and you can choose only one value for the selected field. The case field must be either single-select or multi-select.
Once done, click Save at the bottom of the page.
The automated status switch is enabled.