Monthly Active Contacts (MACs)

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Monthly Active Contacts (MACs) are a key part of managing Omnichannel engagement in Rocket.Chat. They measure the number of unique contacts interacting with your workspace through Omnichannel each month. This guide will help you understand MACs, how they work, and how to manage them effectively to ensure uninterrupted service.

What are Monthly Active Contacts (MACs)?

A Monthly Active Contact is any unique individual who interacts with your workspace through an Omnichannel channel (such as Livechat, SMS, WhatsApp) within a single calendar month.

A contact is considered active when:

  • They send a message.

  • The message is received and processed by Rocket.Chat's routing system.

  • An agent responds to the contact.

If the same contact interacts across different channels (such as Livechat, SMS, WhatsApp) but is identified by a primary field (like email or phone number), they are counted only once for that month. Without identification, they are counted separately per channel.

How MACs work

Every Rocket.Chat workspace starts with a default limit of 100 MACs. This allows you to test Omnichannel features without immediately upgrading your workspace. If your workspace needs more active contacts, you can scale up by purchasing additional MAC packs.

MAC packs

MAC packs allow you to increase your MAC limit for a billing period. Each pack contains up to 3,000 additional active contacts. You can purchase one or multiple MAC packs based on your expected contact volume. Purchasing these MAC packs ensures that your service continues without interruption as your contact volume grows.

Purchase MAC packs

Workspaces on the Starter and Pro plans have 100 free MACs. To purchase additional MAC packs for your workspace, contact our sales team to upgrade to the Enterprise plan. The Enterprise plan provides a customizable MAC scale limit and allows you to purchase extra MAC packs as needed.

Exceeding MAC limits

Once you hit the 100 MAC limit on the Starter or Pro plan, your ability to interact with new contacts will be immediately interrupted. To restore full service, you’ll need to upgrade to Enterprise and purchase additional MAC packs.

When a workspace is subject to limit restrictions, workspace managers and administrators have the ability to view incoming chats in current chats, but are restricted from interacting with them.

Tips to manage MAC packs

  1. Monitor usage: Keep track of your MAC usage to avoid interruptions from the Subscription page.

  2. Adjust as needed: Purchase additional MAC packs based on your anticipated usage.

With MAC packs, workspaces can efficiently manage and scale their interactions with contacts, ensuring a cost-effective and tailored solution for effective Omnichannel engagement. For more details on MACs, visit Monthly Active Contacts FAQs.