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Omnichannel Contact Manager

​This feature lets you assign an Omnichannel contact/visitor to be managed by a dedicated Omnichannel agent.
If this contact initiates a conversation and the dedicated agent is available, the chat is routed directly to them. Otherwise to any other agent based on the routing algorithm selected.

To set a contact manager for a visitor/contact:

To get this functional, you need to enable Assign new conversations to the contact manager by changing the setting under Administration -> Workspace -> Settings -> Omnichannel -> Routing

Using UI

You can set a contact manager for a visitor/contact using the contact center while creating or editing a contact.
Set Omnichannel contact manager

Using API Endpoint

You can set a contact manager for a visitor/contact using