Trusted Contact Management

Trusted Contact Management is designed to ensure secure, verified communication by integrating identity verification into the communication process. The Contact-ID-Verification add-on, part of the Trusted Contact Management feature set, unifies contact management across multiple channels—such as email, chat, and social media—by recognizing and authenticating contacts as the same individual. This system enhances security, protects sensitive information, and improves data management.

Key features

  1. Contact categorization

Contacts are automatically classified into two categories based on their verification status:

  • Unverified contacts who fail the identity verification process (e.g., via two-factor authentication) are marked as unverified.

  • Verified contacts who successfully complete the verification process are marked with a blue tick to indicate their verified status.

  1. Identity verification tools

The system includes tools like one-time passwords (OTP), two-factor authentication (2FA), and a zero-trust security model to ensure secure interactions. These tools help protect sensitive data, maintain privacy, and enable secure cross-channel communication.

Notably, identity verification applies separately to each channel; for example, a contact might be verified on WhatsApp but not on LiveChat.

  1. Chat assignment and prioritization

Trusted Contact Management enhances chat management by introducing customizable settings that determine whether identity verification is required before routing conversations. It also includes visual indicators for unverified chats, which are placed in a dedicated queue to help agents prioritize verified contacts and streamline their workflow.

How does It work?

When a contact initiates interaction through a configured communication channel, Trusted Contact Management prompts them to verify their identity. Once verified, the system unifies the contact’s profile across all channels. This ensures that future interactions are always linked to the same authenticated identity, simplifying management and increasing security.

Getting started

To use Trusted Contact Management, follow these steps:

  1. Purchase the contact-ID-verification add-on
    This feature is available exclusively to Enterprise users and can be purchased either through the unverified contact prompt in the system or by contacting the sales team directly

  2. Provision the add-on
    After purchase, the add-on must be activated to enable its features.

  3. Install a verification app
    Choose your preferred identity verification solution or use the Verify Chat app available on the Rocket.Chat marketplace.

Trusted Contact Management is app-agnostic, giving you the flexibility to use any identity verification solution of your choice. However, you can also choose to use the Verify Chat app, which is available on the Rocket.Chat marketplace.

Read more about using Rocket.Chat Verify Chat app for identity verification.

Configuring security and privacy

In the Omnichannel > Security and privacy section, configure the contact verification preferences:

  • Block unknown contacts: Block conversations from users not in the contact list.

  • Block unverified contacts: Prevent conversations with users who fail identity verification.

  • Require verification on contacts: Specify when verification is required:

    • Never: Verification is not required for any contacts

    • Once: Verification is only required once per contact communication channel

    • On all contacts: Verification is mandatory for every interaction with all contacts

Adjust the options based on your organization's security requirements.