Return an Incorrectly Assigned Email to General Rotation

Use Return to Rotation when a Special Rule has sent an email to the wrong person.

MailCalm can recognise the returned email automatically and place it back into normal Round Robin without trapping it in the same routing logic again.

What to do

Forward the MailCalm-routed email back to the shared inbox.

Do not reply.

Reply is intended for the original sender, while forwarding the routed email back to the shared inbox tells MailCalm to return it to general rotation.

You do not need to type or edit any marker.

What MailCalm does next

MailCalm recognises the protected return marker automatically.

For that routing pass, MailCalm:

• bypasses the original Special Rule
• bypasses existing Sticky ownership
• bypasses direct-person Filter rules
• excludes the person returning the email
• continues respecting Off status
• continues respecting working schedules
• continues respecting availability
• continues respecting plan and routing limits
• sends the email back through normal Round Robin

What happens after reassignment

The email is forwarded to the newly selected person.

Sticky ownership is updated to the new recipient.

MailCalm records the return in Activity, including:

• who returned the email
• who originally received it
• which Special Rule originally matched
• which keyword triggered the match
• who received the reassignment

Original sender and CC details

MailCalm preserves the original sender and original subject through repeated returns.

Where original CC recipients exist, MailCalm displays them in the routed email as:

Original CC: person@example.com

MailCalm does not automatically send the internal routed copy to those original CC recipients.

Repeated returns

An email can be returned more than once.

MailCalm removes older quoted return markers as far as practical, adds a fresh current marker and prevents the message becoming trapped by the same Special or Sticky logic.

Important

Only configured MailCalm team members can trigger Return to Rotation.

The message must be processed through the configured shared mailbox.

If a Special Rule sends an email to the wrong person:

1. Forward the routed email back to the shared inbox.
2. Do not reply.
3. MailCalm will recognise it automatically and return it to general rotation.