---
schema_version: "1"
id: 1d8a91f26a7b2eb4aeef6bc02e15ecf31e66ffa12b1b50c74a49e3b54ffb7e36
title: Build Stronger Customer Relationships with Last Support Rep Routing
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_afcc_sv_last_support_routing.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_last_support_routing.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 96abb1285e7d066dfc8b5ee9001922e5c2a5ffe1a0854a45fc3efa1d163d7930
description: Strengthen customer relationships by reconnecting callers with the last service rep they spoke with to preserve context, reduce repeat conversations. Also, offer a callback with the same rep if they’re unavailable. Improve first-call resolution and shorten handle times by routing inbound calls to the same rep using a flow. Deliver faster, more personalized support while reducing unnecessary effort for both customers and reps.
products:
  - Cross Cloud
release: "262"
---
# Build Stronger Customer Relationships with Last Support Rep Routing

Strengthen customer relationships by reconnecting callers with the last service rep they spoke with to preserve context, reduce repeat conversations. Also, offer a callback with the same rep if they’re unavailable. Improve first-call resolution and shorten handle times by routing inbound calls to the same rep using a flow. Deliver faster, more personalized support while reducing unnecessary effort for both customers and reps.

**Where:** This change is available in Salesforce orgs with this [telephony model](https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&language=en_US).

- Salesforce Voice (Native Telephony)

[View supported editions for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&language=en_US).

**Who:** To configure these capabilities, you need the Agentforce Contact Center Admin (Salesforce Voice) permission set.