A call from a customer will be routed to the consultant with whom he or she previously spoke. If the consultant is already out of work or on vacation, the call will wait for him or her, it will not be redirected to another team member. The manager will receive information about the missed call and will be able to manually call the customer back.
If the customer is calling for the first time, he will be assigned to an available consultant. You will find information that the call has an assigned consultant in the Calls tab, in a dedicated column.
How to enable the function?
Set the function for each service separately.
Choose Settings -> Services -> Select the service for which you want to enable the feature.
Then Advanced Settings and scroll down the page.
Enable function.
You will see information about the assigned consultant in the Calls tab, in the Assigned Merchant column.