Omnichannel Contact Center

The Omnichannel Contact Center is a centralized directory for managing contacts, chats, and calls across various communication channels within your omnichannel workspace. Rocket.Chat provides the contact center to enable workspace administrators, managers, and agents to effectively oversee, interact with, and manage all omnichannel communications to ensure a cohesive and streamlined approach to customer engagement.

This document will teach you how to manage omnichannel contacts using the Omnichannel Contact Center.

Key features

• Unified contact profiles: Combines data from multiple interactions into a single profile for each contact, providing a complete view of their communication history and preferences

• Integrated identity management: Includes built-in tools for secure identity verification to support trusted and compliant communications

To access the Omnichannel Contact Center,

• Click the icon on the Omnichannel navigation sidebar.

• As a Livechat agent, you can access all contacts in the contact center and view the chats and calls you’ve handled.

• As a workspace administrator and/or Livechat manager, you can view all the contacts, chats, and calls served on the workspace in the contact center.

Chats

The Chats tab displays open and closed omnichannel conversations, allowing agents and managers to view, manage, and update chat interactions.

Explore the Chats interface for the following:

• Search, filter, or select a Chat: Locate a chat using the search or filter bar or by selecting it from the list. The chat thread is displayed in the Conversation interface. Learn more about the available filters for using Chats

• Open chat: Click Open Chat to view the full conversation. You can then perform actions such as adding or blocking the contact

• Update room details: Within the opened chat, click Room Information to update details such as the room's topic, tags, or priority of the room

• Channel information: This displays the medium (e.g., call, email, social media) through which the contact reached out. This provides context for the interaction and ensures personalized responses

• Chat verification: This indicates if the contact has been verified using multi-factor authentication

• Quick actions: You can perform all the quick actions applicable to closed conversations

Contacts

The Contacts tab displays a list of known contacts. These contacts appear only after the live chat manager adds them to the contact list using identifiable information, such as an email address, phone number, or other personal identification information (PII).

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 desired contact to open their details in the Contact interface

Enable the Searchable option when creating a custom field to allow search by custom field values.

View and edit Omnichannel contact information

To view or edit a contact,

1. Click the contact in the Contacts tab

2. The Contact interface will display the following tabs:

   1. Details: Displays key information, such as the contact's name, email, or phone number

   2. Channels: The communication channels (e.g., live chat, email, social media) through which the contact has interacted

   3. History: Provides the conversation history of all closed chats since the contact's first interaction with the live chat agent or manager

3. Click the pencil icon to begin editing the contact's details

4. Update the necessary fields

5. Click Save to store the changes

Create a new Omnichannel contact

There are two ways to create a new Omnichannel contact:

Method 1: Using the omnichannel contact center

1. Navigate to omnichannel contact center > Contacts

2. Click New Contact

3. Fill in the new contact's details, including their name, email, and phone number

4. Assign a manager to the contact

5. Click Save to finalize

The Contact Manager option is exclusively available to workspaces subscribed to any of Rocket.Chat's premium plans.

Method 2: Via the chat interface

1. Open the chat with an unknown contact

2. Click Add contact to open the Edit Contact Profile

3. Enter the required information and any additional details

4. Click Save to add the contact to the list

Blocking a contact channel

Blocking a contact channel prevents the contact from reaching you through that specific channel. For example, if you block a contact who reached out via Livechat, they will be blocked on Livechat. However, if available, they can still contact you through other Omnichannel platforms (e.g., social media).

Blocking a contact channel requires a Premium plan and the paid Contact-ID-Verification add-on.

Here are the available ways to block a contact channel:

Method 1: Via the chat interface for unknown contacts

1. Open the chat with the unknown contact

2. In the information box, click the Block option

3. A confirmation prompt will appear, asking if you want to block the contact on this channel

4. Select Block to confirm or Cancel to decline

   1. If you confirm, the contact will be blocked from this channel

Method 2: Via the omnichannel contact center

1. Navigate to omnichannel contact center > Contacts

2. Select the contact you want to block to open their profile

3. Go to the Channels section to view all the channels the contact has used to reach out

4. Select the channel to block. Click the options menu next to it

5. Select Block to restrict the contact on that channel

Calls

The Calls tab displays all Omnichannel calls. 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 is essential for accessing and updating your workspace's omnichannel chats, contacts, and call details. The next section will examine assigning omnichannel contacts to a dedicated manager.

Next Steps

Ensure safer communication by verifying contact identities using 2FA.

Assign contacts to a contact manager through the UI or an API endpoint.

Frequently asked questions