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You can configure Contact Center AI Platform (CCAI Platform) to prevent agents from reassigning
emails to other agents. You configure this at the queue level.
Prevent agents from reassigning emails to other agents
To prevent agents from reassigning emails to other agents, follow these steps:
In the CCAI Platform portal, click Settings > Queue. If you don't
see the Settings menu, click menuMenu.
In the Email pane, click Edit / View.
Click the queue that you want to edit.
In the Settings pane, for Transfer Restrictions, click
Configure. The Transfer Restrictions pane appears.
Select the Do not allow email re-assignment from one agent to another
checkbox, and then click Save.
Email reassignment behavior
When you prevent agents from reassigning emails to other agents in a queue, you
can expect the following behavior:
When agents reply to emails, the Assign to field in the agent adapter is
deactivated.
Agents can assign unassigned emails to themselves in the agent adapter's
email list view.
Users with the Admin or Manager role can reassign emails from one agent to
another in the agent adapter's email list view.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-29 UTC."],[],[],null,["# Prevent email reassignment\n\nYou can configure Contact Center AI Platform (CCAI Platform) to prevent agents from reassigning\nemails to other agents. You configure this at the queue level.\n\nPrevent agents from reassigning emails to other agents\n------------------------------------------------------\n\nTo prevent agents from reassigning emails to other agents, follow these steps:\n\n1. In the CCAI Platform portal, click **Settings \\\u003e Queue** . If you don't\n see the **Settings** menu, click menu\n **Menu**.\n\n2. In the **Email** pane, click **Edit / View**.\n\n3. Click the queue that you want to edit.\n\n4. In the **Settings** pane, for **Transfer Restrictions** , click\n **Configure** . The **Transfer Restrictions** pane appears.\n\n5. Select the **Do not allow email re-assignment from one agent to another**\n checkbox, and then click **Save**.\n\nEmail reassignment behavior\n---------------------------\n\nWhen you prevent agents from reassigning emails to other agents in a queue, you\ncan expect the following behavior:\n\n- When agents reply to emails, the **Assign to** field in the agent adapter is\n deactivated.\n\n- Agents can assign unassigned emails to themselves in the agent adapter's\n email list view.\n\n- Users with the Admin or Manager role can reassign emails from one agent to\n another in the agent adapter's email list view."]]
