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omnichannel-contact-manager-assignment.md

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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.

{% 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.

Using API Endpoint

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" %}