Building a closer relationship with customers is easier if your customer does not have to deal with a new agent at every new turn of a conversation. Your customers should talk to a familiar agent as much as possible. So we want to help you establish which agent customers recently communicated to the most and which they communicated to last. Preferred agent - Offer new conversations to the agent that the customer has most talked to recently.Last agent (personal offers) - Offer new email replies to the agent who wrote the previous response on ongoing email conversations. Also, offer follow-up conversations to the agent who marked it a follow-up.Prioritize ongoing email conversations and follow-ups - prioritizing ongoing conversations and follow-ups will ensure these conversations will be offered first.If the preferred or last agent is offline - If the agent is not available to take the conversation, set a timeout to specify when it will be offered to any available agent in the queue.SetupYou have two settings on all your queues accessible by going to Settings > Queues > Edit. Here you can enable and control Preferred Agent settings for new conversations separately from the Last agent (personal offers) on ongoing conversations. If you are new to Dixa, you can read more about adding queues here.Once you've enabled it, please make sure to inform your agent of the changes.Preferred agentPreferred agent gives you the option to route all-new conversations to the agent that the customer has talked to the most recently. That agent is probably in the best position to build a lasting relationship The "Preferred agent" logic will check which agent has spent the most time helping the customer recently and offer new conversation to that agent Work smarter: If you have an agent who had 10 hours of contact time with a customer a year ago and another agent who had 2 hours of contact time with the same customer last week, the second agent will get offered the new conversation, as she is more likely to have a current relationship with the customer Specify for how long a conversation should be offered to the preferred agent before it will be offered to any available agent in the queue  → Offline agents are excluded from the preferred agent feature. This means that if the preferred agent is offline, the conversation will not wait but instead be offered to any available agent in the queue immediately.Agents will be informed why they are offered a specific conversation to know how to react to the customer. If the conversation is offered because the agent is the preferred agent, it will read "Reason: You had a conversation before".Last agent (personal offers)The last agent feature allows you to offer ongoing email conversations with new messages to the agent that wrote the previous response and offer follow-ups that expire to the agent that marked a conversation as a follow-up. Offer new email replies on ongoing email conversations to the agent who wrote the last reply Offer expired follow-up conversations to the agent that marked it as follow-up Specify for how long a conversation should be offered as a personal offer before it will be offered to all agents in the queue  → Prioritize ongoing email conversations and follow-ups - prioritizing ongoing conversations and follow-ups will ensure these conversations will be offered first.Agents will be informed why they are offered a specific conversation to know how to react to the customer. If the conversation is offered because of a personal offer, it will read "Reason: Last reply by you" or "Reason: Marked as follow-up by you".Offline agents are excluded from the Personal offers feature. This means that if the agent is offline, the conversation will not wait but instead be offered to the whole queue immediately.Before you startPlease be aware that enabling any of these settings can have consequences for the workload of some of your agents. Therefore we recommend that you slowly experiment with it and explore different settings for how long a conversation should be offered exclusively to a particular agent. Besides workload, this can also mean that wait time might increase for your customers, so think about how long a customer can wait to get the benefit of talking to an agent they already know.