AI Agent Configuration
Updated Email Routing Logic for AI Agent Handovers
March 13, 2026
What’s Changed?
When an AI Agent transfers an email, Zowie now follows the specific queue defined in the Handover configuration (Transfers → Handovers), bypassing mailbox routing rules (Settings → Mailboxes → Routing).
New Handovers: Queue-first logic, based on Handover settings, is now the default behaviour. If you prefer to use the legacy Mailbox-based routing, you can enable it by adding an Exception in the Routing tab.
Existing Handovers: To ensure your current workflow remains unchanged, we’ve automatically added an Exception that preserves your existing routing behavior. If you want to switch to the new queue-first logic, simply remove this Exception.
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