1. Click on the Re-route link corresponding to the email you wish to re-route.

    Click Re-route

  2. The Route Email dialog box opens, presenting you with two options.

    Route Email

  3. Choose Route to a queue to send the email back into a queue, you may also assign a new Priority to the email. A high priority such as '1' (highest) will ensure the email takes precedence over other lower priority emails.

  4. Choose Route to a user to move the email to a different agent's suspended emails. You may also assign a new Due Date for that suspended email. By default, the due date will be one day after the current date.