---
title: "Omnichannel Contact Center"
slug: "omnichannel-contact-center"
status: "update"
updated: 2026-07-24T13:54:59Z
published: 2026-07-24T14:42:14Z
canonical: "docs.rocket.chat/omnichannel-contact-center"
stale: true
excludeFromExternalSearch: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.rocket.chat/llms.txt
> Use this file to discover all available pages before exploring further.

# Omnichannel Contact Center

Rocket.Chat’s **Omnichannel Contact Center** is a centralized directory for managing contacts and chats across various communication channels within your workspace. This feature enables workspace administrators, managers, and agents to effectively oversee, interact with, and manage all omnichannel communications to ensure a cohesive and streamlined approach to visitor 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 **Contact Center** icon ![](https://cdn.us.document360.io/6ae79a05-7252-45d0-96e8-8f375e07b1b2/Images/Documentation/image(14).png) from the main menu at the top.
- As a Livechat [**agent**](/v1/docs/omnichannel-users), you can access all contacts in the contact center and view the chats you’ve handled.
- As a **workspace administrator** and/or **Livechat manager**, you can view all the contacts and chats served on the workspace in the contact center.

Let’s look at each tab’s details.

## Chats

The **Chats** tab serves as the central hub for managing omnichannel conversations. From here, agents and managers can track open and closed interactions.

Explore the **Chats** interface to view the following information:

1. Search & Select: Use the search bar or list view to locate a specific chat. Selecting a chat displays the thread in the **Conversation** sidebar. Next to the **Filters** button, you can select the kebab menu to delete all closed conversation rooms.

> [!NOTE]
> From Rocket.Chat 8.5, the **Delete all closed chats** button requires the `Remove All Closed Omnichannel Rooms` [permission](/v1/docs/permissions).
2. Name: This column lists the visitor names.
3. Priority: If [priorities](/v1/docs/priorities) are configured in the workspace and assigned to chats, they are displayed in this column.
4. Channel information: Identifies the medium (e.g., SMS, livechat, social media) through which the contact reached out. This provides context for the interaction and ensures personalized responses.
5. Agent: This column displays the agents assigned to the chats.
6. Chat verification: Displays whether a contact has been verified via multi-factor authentication.
7. Department: If [departments](/v1/docs/departments) with agents are defined in your workspace, they are displayed in this column.
8. Start and end dates: The **Started At** and **Last Message** columns show when the conversation started and when the last message was sent. It displays the exact date and relative time (for example `July 24th, 2022` `2 minutes ago`).
9. Status: This column displays the status of the chat. It can be **Open**, **Queued**, or **Closed**.

Click any chat to view it in the sidebar. From the sidebar, you can click **Open chat** to open the chat room.

### Managing conversations

Once a chat is selected, you can manage the conversation:

1. **Open chat**: Click **Open Chat** to view the full conversation history and perform further actions.
2. **Update room details**: Within the opened chat, click **Room Information** **> Edit** to update details such as the room's topic, [tags](/v1/docs/tags), [SLA policy](/v1/docs/sla-policies), or [priority](/v1/docs/priorities) of the room.
3. **Quick actions**: Within the opened chat, you can also perform all the [quick actions](/v1/docs/omnichannel-conversations#quick-actions-for-omnichannel-conversations) applicable to each conversation.

### Filtering chats

To narrow down the list of chats,

1. Click the **Filters** button and define your criteria:

| **Filter option** | Description |
| --- | --- |
| **From and To date** | View conversations within a specific timeframe. |
| **Served By** | Filter by the specific [agent](/v1/docs/omnichannel-users) assigned to the chat. |
| **Status** | Sort conversations by thier state: Open, Closed, On Hold, or Queued. |
| **Departments** | Sort conversations by [department](/v1/docs/departments). |
| **Tags** | Filter conversations using assigned [tags](/v1/docs/tags). |
| **Units** | Choose [units](/v1/docs/units) to narrow down chat results. |
2. Once you have set your criteria, click the **Apply** button.

> [!NOTE]
> - Additionally, you can sort the chat columns in ascending or descending order by clicking the up or down arrow next to the **Name** and **Started At** columns.
> - To reset your view and see all chats again, click **Clear filters**.

### Delete closed chats

To delete all the chats marked as closed, click on the three-dot icon next to the **Filters** button and select **Delete all closed chats.**

> [!NOTE]
> From Rocket.Chat 8.5, the **Delete all closed chats** button requires the `Remove All Closed Omnichannel Rooms` [permission](/v1/docs/permissions).

## Contacts

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

### Create a new Omnichannel contact

There are two ways to create a new Omnichannel contact:

#### Method 1: Using the Omnichannel contact center

1. Go to **Omnichannel contact center** > **Contacts** tab.
2. Click **New Contact**.
3. Fill in the new contact's details, including their name, email, and phone number.
4. Assign an agent as the **Contact Manager**.
5. Add any [custom field](/v1/docs/omnichannel-custom-fields) details if you have created them in your workspace.
6. Click **Save** to finalize.

> [!NOTE]
> The [**Contact Manager option**](/v1/docs/omnichannel-contact-manager-assignment) is exclusively available on the [Enterprise plan](/v1/docs/our-plans#enterprise-plan1).

#### 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.

#### Method 3: Via the REST API endpoint

- Use the [Register Omnichannel Contacts](https://developer.rocket.chat/apidocs/register-omnichannel-contacts) endpoint to add contacts.
- You must have the `create-livechat-contact` [permission](/v1/docs/permissions).
- The response provides the `contactId` which can be used for contact updates and searches.

### 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.

> [!NOTE]
> Enable the **Searchable** option when creating a [custom field](/v1/docs/omnichannel-custom-fields) to allow search by custom field values.

### View Omnichannel contact information

To view 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.

### Edit Omnichannel contact information

You can edit a contact from the Contacts tab in two ways:

**Method 1: From the contact details**

1. Click the contact in the **Contacts** tab.
2. Click the **pencil** **icon** to begin editing the contact's details.
3. Update the necessary fields.
4. Click **Save** to apply the changes.

**Method 2: From the kebab menu**

1. Click the kebab menu next to the contact.
2. Select **Edit**.
3. Update the necessary fields.
4. Click **Save** to apply the changes.

### Delete Omnichannel contact

To delete a contact and their entire conversation history:

1. Click the **kebab menu** option for the contact you want to delete in the **Contacts** tab.
2. Select **Delete**.
3. A confirmation prompt will appear, asking if you want to delete the contact and all their conversation history.
4. Enter the confirmation text shown in the prompt, then click **Delete** to confirm or **Cancel** to decline.
5. If you confirm, the contact will be permanently deleted from the workspace.

> [!NOTE]
> - Deleting a contact requires the `Delete Omnichannel Contact` [permission](/v1/docs/permissions).
> - You can’t delete a contact with open chats.

### 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 an [enterprise plan](/v1/docs/our-plans#enterprise-plan1) 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.

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.](/verify-chat-app)

[Assign contacts to a contact manager through the UI or an API endpoint.](https://docs.rocket.chat/docs/omnichannel-contact-manager-assignment)

## Frequently asked questions

**What is the difference between an unknown and an unverified contact?**

**Unknown contacts** are those not in the contact list. Follow these [steps](/v1/docs/omnichannel-contact-center#create-a-new-omnichannel-contact) to add contacts to the list.

**Unverified contacts**, conversely, are contacts that either have not undergone the verification process or have failed the 2FA verification. Learn how to verify a contact using the [Verify Chat app](/v1/docs/verify-chat-app).