Product Roundup: What’s new in Rocket.Chat 7.1

Workspaces that extend beyond internal team collaboration and utilize Rocket.Chat to engage with citizens, customers, or patients will experience a structural yet seamless shift going forward. We’re excited to introduce a suite of powerful new features designed to elevate secure and confidential cross-channel communication between organizations and customers or citizens.

Unify cross-channels conversations into a single contact profile for enhanced efficiency and security

We’ve all experienced the frustration of having to repeat information during multi-step processes. Today, citizens and customers expect more—smooth, efficient communication where their data is always accessible, no matter when or where they are provided it. With Rocket.Chat 7.1, we’ve made this possible.

Building on our previous capabilities, where we organized all message histories within the same channel under a visitor’s profile, we’re now introducing single contact identification logic. This allows you to securely merge interactions across multiple channels into one unified contact profile, ensuring each citizen's information is seamlessly available, no matter how or where they reach out.

The result? More context for each interaction, faster resolution, enhanced operational efficiency, and most importantly, higher satisfaction for citizens and customers alike.

While a unified cross-channel contact profile is a big win, the real game-changer is the enhanced security. With single contact identification, we’ve made it easier to verify that citizens are truly who they say they are, protecting sensitive information while ensuring compliance with legal requirements like Know Your Customer (KYC).

Key Benefits:

• Security: Prevent unauthorized access to sensitive systems and data.
• Compliance: Meet legal standards for regulated industries like government, finance and healthcare.
• Efficiency: Automatically route verified contacts to support queues, reducing fraud and unnecessary requests.

From chat to check: a system-agnostic and conversational verification experience

Our brand new verification engine is a system-agnostic tool that seamlessly integrates with any identification method your organization uses—whether it’s a National ID, Protected Health Information (PHI), or other credentials. The verification process is simple and conversational, walking users through steps as if chatting with a bot. Verify Chat, our proprietary app that uses a unique email address as the key identifier.

Enhanced real-time chat monitoring

To complement the single contact profile feature, we’ve completely redesigned the Contact Center page. With a cleaner layout, it now simplifies filtering and centralizes all data and actions previously spread across multiple pages.

With this revamped Contact Center, managers with the proper permissions can readily watch live chats in real time, thereby ensuring service standards are consistently met.

Take a look at the demo we prepared with the details of the new capabilities.

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For a full breakdown of all the new features and capabilities included in the Single Contact ID feature set, be sure to review our official documentation.

‍Starting with Rocket.Chat version 7.1, all users, including community members, will have access to the updated Contact Profile and Contact Center page.

For users on our Starter, Pro, and Enterprise plans, blocking unknown contacts will also be available. Additionally, these premium workspaces will be able to enable contact verification with our add-on, taking advantage of fraud-protected conversations and cross-channel message history.

Resolved issues

1. Fixed an issue where dismissing the "New version 6.12 available" banner caused the admin panel to crash.
2. Resolved an error where agents attempting to take chats in the queue encountered undefined error messages.
3. Addressed issues with custom emojis not displaying correctly.
4. Fixed a bug where newly created teams were mistakenly displayed as channels in the sidebar when the DISABLE_DB_WATCHERS environment variable was enabled.
5. The Waiting Queue feature now correctly queues rooms and provides accurate status updates.
6. Fixed missing translations in the Setup Wizard's forms.
7. Resolved several issues in the Apps-Engine runtime for better performance.
8. Fixed multiple issues affecting team voice calls.

For more detailed information, check out our GitHub release page.

How to update your workspace to the latest Rocket.Chat version?
SaaS workspaces

The release happens automatically on our cloud, so no further action is required from your side. However, remember that updating instances might take a few weeks, so don't hesitate to contact our support team if you need to update your version sooner. 

Self-managed workspaces

Depending on the installation mode, you might need to update your server manually. Check out our documentation for instructions.

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