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.
{% hint style="info" %} 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. {% endhint %}
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
- Hit Save.
You can set a contact manager for a visitor/contact using
{% embed url="https://developer.rocket.chat/reference/api/rest-api/endpoints/omnichannel/livechat-endpoints/livechat-contact/register-omnichannel-contact" %}