# How to enable routing of email activities from the same customer with the same subject line to the original agent who handled the initial email

**URL:** <https://community.egain.com/t/how-to-enable-routing-of-email-activities-from-the-same-customer-with-the-same-subject-line-to-the-original-agent-who-handled-the-initial-email/1935>\
**Category:** Conversation Hub\
**Created:** [May 2, 2025, 10:04pm UTC](https://community.egain.com/t/how-to-enable-routing-of-email-activities-from-the-same-customer-with-the-same-subject-line-to-the-original-agent-who-handled-the-initial-email/1935 "2025-05-02T22:04:32Z")\
**Posts on this page:** 1\
**Page:** 1

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**Author:** ![pgawande](https://avatars.discourse-cdn.com/v4/letter/p/ecccb3/32.png) [@pgawande](https://community.egain.com/u/pgawande)\
**Post date:** [May 2, 2025, 10:04pm UTC](https://community.egain.com/t/how-to-enable-routing-of-email-activities-from-the-same-customer-with-the-same-subject-line-to-the-original-agent-who-handled-the-initial-email/1935/1 "2025-05-02T22:04:32Z")

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Use Case:

1. A customer sends an email with the subject: “What is your pets’ policy.”
2. The email is routed to Agent1.
3. Before Agent1 responds, the customer sends a follow-up email with the subject: “Re: What is your pets policy.”
4. This second email should also be routed to Agent1 to maintain continuity.

**Note:**  
The Preferred Agent feature cannot be used in this scenario, as different agents may handle different cases from the same customer. Routing should be based on subject-line continuity, not customer identity