Whatsapp chat issue facing in omnichannel


1 > As per whatsapp customer dealing in rocket chat if agent close the chat after attending customer query agent is unable to contact back that customer after day or later from closing chat that he attend earlier. there is no option to contact back by agent to any customer, in this case if customer contact back by himself is a only option. in my case workaround is! an agent contact back to customer by whatsapp Phone app after customer reply he will be able to start chat from rocket chat.
2 > In rocket Chat there is no option to contact customer by agent himself in example we need to send reminder messages to customer for their instalment pending on daily basis or any other scenario. agent can create new contact in contact center but he couldn’t contact that customer by him self choosing the option send message by face book or whatsapp etc

Server Setup Information

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Any additional Information