Is it possible to route emails that come into a common inbox to the agents/CSRs that a customer in Salesforce is mapped it? It looks like the only options are a specific user or a queue. What is the workaround? Flow?
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Is this about Email-to-Case, where the incoming email creates a Case record? You can create a Flow trigger (or Apex trigger) to reassign the Case owner. After the Case assignment rule assigns the Case to a queue (for example), the trigger can use additional information (i.e. the user assigned as CSR for the Account) to update the Case OwnerId.
There might also be a way to do this using OmniChannel and skills; but if you're not using OmniChannel already, it's probably not worth the effort just for this use case.
