The Last Agent Routing page allows you to route replied emails from the original sender to the same agent who handled the original email. Using the Last Agent Email Routing page you can receive email interactions, reply to email received email interactions, and receive replies from the original sender in the agent's suspended email with the email trail; this last agent routed suspended email is categorized as "assigned" in the suspended email queue.
The customer is able to send a new email to a contact center's email address, receive a reply from the contact center agent, reply back to the contact center agent and expect the same agent who received the original email to receive the reply.
Note: Replies are contained in the body of the email trail and attachments are included on forwarded emails, but not on replies.