Build trust with citizens through
omnichannel engagement

Engage citizens securely and efficiently across channels from a single, compliant platform.

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Deployed by secure organizations globally

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City of Cologne logo
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Make every citizen interaction seamless

Respond to inquiries, share public updates, and provide services through the channels your citizens already use.

Young woman with curly hair smiling in front of a window, surrounded by messaging icons and chat boxes showing a customer support conversation about tax form assistance.

Unified citizen support
across channels

Centralize support via live chat, WhatsApp, SMS,
and email in one inbox.

Chat screen with Rachel discussing sending documents, including a birth certificate PDF file attachment.

Secure case-based
communication

Enable secure, ongoing chats for legal, social,
and public services.

Chat interface showing a conversation where a user asks about valid residency certificates for housing subsidy, and the agent replies with acceptable documents like utility bill, rental agreement, or official letter.

Digital citizen
service portals

Integrate live chat into digital
government platforms.

Customer story

Serving 1M+ residents with Rocket.Chat

The Public Defender's Office of the State of São Paulo chose Rocket.Chat for secure information exchange, ensuring legal aid, human rights promotion, and citizens support.

3000

agents across 43 cities

52%

of users choose digital-first support

50M+

messages exchanged

Agent productivity

Maximize productivity and improve service quality

Empower agents with tools that streamline interactions and drive efficient request resolution.

User interface showing contact Vincent Braun with tabs for Details, Channels, and History, highlighting message channels WhatsApp, SMS, and Live chat.
User interface showing a canned response for inquiry acknowledgment and a list of canned responses including greetings, farewells, apologies, and affirmations.
Chat conversation showing Agent David asking Alice to submit documents for case review, and Rocket.Chat AI noting Alice's inquiry about emergency housing and financial assistance after flood damage.
Chat conversation where David Miller asks for help applying for a driver's license, and a chatbot responds with three steps: fill out an online form, upload documents, and schedule a vision test.

Cross-channel chat history

Access past citizen requests and conversations effortlessly, no matter how they reach out.

Canned responses

Allows agents to use pre-defined templates for frequently asked questions, saving time and ensuring consistency.

AI summarized conversations

Customize roles and assign the right access levels with Rocket.Chat's 180+ permissions, ensuring users can only access what they need.

Chatbot integrations

Automate repetitive inquiries with chatbots and machine learning apps or build custom integrations.

Manager experience

Boost operational efficiency

Equip managers with data-driven insights to act faster, minimize inefficiencies, and optimize workflows.

Intuitive contact center

Effortlessly manage, filter, and search through conversations while monitoring live chats in real-time.

Personalized contact lists

Upload and manage secure contact lists, ensuring agents focus only on authorized and relevant contacts.

Business units

Organize multiple departments under a single unit for streamlined management.

Flexible business hours

Customize business hours to align with your team's schedule for optimal coverage.

Smart routing

Create automatic rules to balance workloads and prioritize citizens effectively.

Analytics and reports

Gain valuable insights into team performance and track key metrics with ease.

Security and compliance

Safeguard sensitive data and reduce fraud risks

Rocket.Chat provides safety nets that regulated sectors cannot treat as optional. Adhere to legal and data protection standards, minimizing risks and liabilities.

Chat interface showing a verification process with prompts to enter email and code, followed by a successful verification message.
Security and privacy settings with toggle switches for blocking unknown contacts off, blocking unverified contacts on, and request verification on first contact off, plus a dropdown to select verification app and an option for Verify Chat Premium app.
A digital organizational chart showing roles and names including Daniel Rogers as VP Engineering highlighted in the center with connecting dashed lines.
User interface for message auditing with tabs for Rooms, Users, Direct messages, Omnichannel; filter inputs for message, date range, and channel name; export and search buttons; conversation snippets from Mark Collins and Amber Garzia.

Trusted contact management

Ensure contacts are who they claim to be, protecting sensitive data and meeting legal requirements like Know Your Customer (KYC).

Advanced security and privacy options

Automatically route verified or trusted contacts to support queues, reducing fraud and keeping your team focused on high-value tasks.

Granular permission controls

Customize roles and assign the right access levels with Rocket.Chat's 180+ permissions, ensuring users can only access what they need.

Audit readiness

Maintain detailed records of all communications for compliance and legal audits. Share conversations easily via email or PDF with customers, patients, or citizens.

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Customer story

Trusted by public sector innovators

The City of Campinas offers 24/7 secure access to services by integrating its official WhatsApp channel with Rocket.Chat.
‍

"We couldn’t just create a channel on WhatsApp due to security and admin issues. Rocket.Chat became the missing piece we needed. We expect to shift approximately 40% of our interactions to this platform."

Elias Tavares, Director-President, IMA Campinas

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