Omnichannel Contact Manager Assignment

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

To enable this feature, you need to enable Assign new conversations to the contact manager by changing the setting under Administration -> Workspace -> Settings -> Omnichannel -> Routing or contact your workspace administrator.

You can set a contact manager for a contact using the contact center while creating or editing a contact.

• Click the icon on the Omnichannel navigation tab.

• Click New contact.

• Enter Contact Manager.

• Click Save.

Use the API endpoint

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

Register Omnichannel Contact