The Omnichannel Contact Center is a directory of contacts, chats, and calls.
To access the Contact Center, click the icon on the Omnichannel navigation tab, and a screen displaying all the records is seen.
Under the Contacts tab, you can see all the contacts you have been serving as an Omnichannel agent.
Omnichannel contacts are searched by username, name, email, or phone. To search for a contact:
Click the Contacts tab if you are on a different tab.
Enter your search query in the Search box.
Click on the contact of interest, and the details are revealed on a panel on the right.
Searching can also be done using values. This is only possible if the Searchable option of the field is enabled when creating the contact.
To view or edit a contact:
Click the contact.
The details of the contact are revealed on a panel on the right.
Click Edit to start editing.
Update the fields you are interested in.
Click Save to save the contact details or click Cancel otherwise.
To create a new contact:
Click the Contacts tab.
Click New Contact.
Enter the new contact's name, email, phone, and email.
Hit Save.
All the conversations appear under the Chats tab.
Search to open your desired conversation details
Click Edit to edit the conversation details
You can see all the calls under the Calls tab.
To search omnichannel calls:
Click the Calls tab.
Enter the search query in the Search box. Search is done based on name or phone number.
Click on a call row to see the details. The details of the call are revealed on the right, such as the duration, the wrap-up notes, and the last time you had a call with the contact.
As a Rocket.Chat enterprise user; you can .
Click on top right on Room Information panel to view the full conversation
You can perform all the applicable to the Closed state of the conversation.
