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Omnichannel Contact Center

The Omnichannel Contact Center is a directory of contacts, chats, and calls in your omnichannel workspace. Rocket.Chat provides the contact center to enable workspace administrators, managers, and agents to effectively oversee and manage omnichannel contacts, calls, and chats. This guide will teach you how to manage omnichannel contacts using the Contact Center.
To access the Omnichannel Contact Center,
  • Click the
    icon on the Omnichannel navigation sidebar.
  • As an omnichannel agent, you can view contacts, chats, and calls you have served in the contact center.
  • As an omnichannel manager, you can view contacts, chats, and calls served by your department in the contact center.
  • As a workspace administrator, you can view all the contacts, chats, and calls served on the workspace in the contact center.

Contacts

The Contacts tab displays all the contacts you've assisted as an agent in the workspace.
Search for Omnichannel Contact
You can search for Omnichannel contacts by username, name, email, or phone. To search for a contact,
  • Click the Contacts tab.
  • Enter your search query in the Search box.
  • From the search results, click the contact you're searching for. The details of the contact is displayed in the Contact information interface.
Enable the Searchable option when creating a custom field to allow search by custom field values.
View/Edit omnichannel contact information
To view or edit a contact,
  • Click the contact.
  • The details of the contact is displayed in the Contact information interface.
  • Click Edit to start editing.
  • Update the required fields.
  • Click Save to save the contact details.
Create a new omnichannel contact
To create a new contact,
  • Click the Contacts tab.
  • Click New Contact.
  • Enter the new contact's name, email, phone, and email.
  • Assign a manager to the contact.
The Contact Manager option is exclusively available to workspaces subscribed to any of Rocket.Chat's premium plans.
  • Hit Save.

Chats

All the omnichannel conversations are displayed under the Chats tab.
There are no open chats in the Contact Center. A chat is displayed in the Contact Center as soon as it is closed because the Contact Center only handles archived conversations.
To view/edit a chat,
  • Search or select a chat. The details are displayed in the Room Information interface.
  • Click Edit to update the room details. You can edit the topic, tags, SLA policy, or priority of the room.
  • Click
    on top right on Room Information panel to view the full conversation.
  • You can perform all the quick actions applicable to closed conversations.

Calls

All Omnichannel calls are displayed under the Calls tab. You can search for calls by name or phone number.
To search for a call,
  • Click the Calls tab.
  • Enter the search query in the Search box.
  • From the search results, click the call you're searching for. The call details are displayed including the wrap-up notes and the last time you had a call with the contact.
The Omnichannel Contact Center remains essential for accessing and updating omnichannel chats, contacts, and call details in your workspace. Moving on to the next section, we'll take a look at assigning omnichannel contacts to a dedicated manager.
Rocket.Chat versions receive support for six months after release.