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 Manage
> Workspace > Settings > Omnichannel > Routing or contact your workspace administrator.
You can set a contact manager while creating or editing a contact in the contact center.
To assign a contact:
Click the Contact Center icon
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from the main menu at the top.Go to the Contacts tab and select the existing contact.
Click the pencil icon to edit the contact profile.
Select an agent as the Contact Manager.
Click Save.
Alternatively, you can assign a contact manager with the Register Omnichannel Contact API.