The Unassign action removes the current agent's assignment from the workflow interaction and returns the interaction to the topic with an 'Unassigned' status.

 

 

Send Notifications Toggle:

 

By default, the Unassign action removes an interaction from the assigned agent and returns it to the queue for reassignment. Once the interaction is back in the queue (topic), the default notification configured for that segment is triggered and sent to all agents who are qualified to handle the interaction.

 

If notifications are not required when unassigning a workflow interaction, the Send Notifications toggle can be turned off to ensure that no notification is sent for that specific interaction.