As a customer running a production contact centre, I strongly support this idea and want to emphasize that email handling should be configurable by the client, particularly in how it impacts agent presence and capacity.In most contact centre platforms, email is treated as an asynchronous interaction, while voice is a real‑time, exclusive interaction. Agents can typically work on multiple emails concurrently but can only handle one voice call at a time. As a result, many contact centres intentionally operate so that:Email work does not automatically set agents to BusyEmail work does not block inbound voice callsVoice interactions always have priorityThe number of concurrent emails per agent is configurableToday, Dynamics Contact Center can treat email more like a live interaction than many customers expect, particularly when email assignment affects presence and blocks voice calls. While this can sometimes be mitigated through capacity and routing configuration, this behavior should be explicitly configurable, not an implicit side effect.Customers should be able to decide:Whether email assignment changes agent presenceWhether email consumes blocking or non‑blocking capacityHow many emails an agent can work at onceWhether voice always pre‑empts email workThese are business decisions, not technical ones, and vary by organization and role. Making asynchronous vs real‑time behavior configurable would better align Dynamics Contact Center with established contact‑centre operating models and customer expectations.