snapshot of https://github.com/RocketChat/Rocket.Chat.git (develop, 2026-09-16; blobs > 131072B omitted)

apps/meteor/client/views/omnichannel/components/AgentInfoDetails.tsx

@@ -0,0 +1,37 @@
+import { Box } from '@rocket.chat/fuselage';
+import type { ReactNode, ComponentProps } from 'react';
+
+import * as UserStatus from '../../../components/UserStatus';
+
+export type AgentInfoDetailsProps = ComponentProps<typeof Box> & {
+	name: string | undefined;
+	status: ReactNode;
+	shortName?: string;
+};
+
+const AgentInfoDetails = ({ name, shortName, status = <UserStatus.Offline />, ...props }: AgentInfoDetailsProps) => (
+	<Box
+		display='flex'
+		title={name}
+		flexGrow={0}
+		flexShrink={1}
+		flexBasis={0}
+		alignItems='center'
+		fontScale='h4'
+		color='default'
+		withTruncatedText
+		{...props}
+	>
+		{status}{' '}
+		<Box marginInlineStart={8} flexGrow={1} withTruncatedText>
+			{name}
+		</Box>
+		{shortName && (
+			<Box display='flex' marginInlineStart={8} marginBlock={8} justifyContent='center' fontScale='c1'>
+				({shortName})
+			</Box>
+		)}
+	</Box>
+);
+
+export default AgentInfoDetails;

apps/meteor/client/views/omnichannel/components/AutoCompleteAgent.tsx

@@ -0,0 +1,57 @@
+import { PaginatedSelectFiltered } from '@rocket.chat/fuselage';
+import { useDebouncedValue } from '@rocket.chat/fuselage-hooks';
+import type { ComponentProps } from 'react';
+import { memo, useState } from 'react';
+
+import { useAgentsList } from '../hooks/useAgentsList';
+
+export type AutoCompleteAgentProps = Omit<
+	ComponentProps<typeof PaginatedSelectFiltered>,
+	'filter' | 'setFilter' | 'options' | 'endReached' | 'renderItem'
+> & {
+	value: string;
+	haveAll?: boolean;
+	haveNoAgentsSelectedOption?: boolean;
+	excludeId?: string;
+	showIdleAgents?: boolean;
+	onlyAvailable?: boolean;
+	onChange: (value: string) => void;
+};
+
+const AutoCompleteAgent = ({
+	value,
+	haveAll = false,
+	haveNoAgentsSelectedOption = false,
+	excludeId,
+	showIdleAgents = true,
+	onlyAvailable = false,
+	onChange,
+	...props
+}: AutoCompleteAgentProps) => {
+	const [agentsFilter, setAgentsFilter] = useState<string>('');
+	const debouncedAgentsFilter = useDebouncedValue(agentsFilter, 500);
+
+	const { data: agentsItems, fetchNextPage } = useAgentsList({
+		filter: debouncedAgentsFilter,
+		onlyAvailable,
+		haveAll,
+		haveNoAgentsSelectedOption,
+		excludeId,
+		showIdleAgents,
+	});
+
+	return (
+		<PaginatedSelectFiltered
+			{...props}
+			value={value}
+			flexShrink={0}
+			filter={agentsFilter}
+			setFilter={setAgentsFilter as (value: string | number | undefined) => void}
+			options={agentsItems}
+			onChange={onChange}
+			endReached={() => fetchNextPage()}
+		/>
+	);
+};
+
+export default memo(AutoCompleteAgent);

apps/meteor/client/views/omnichannel/components/AutoCompleteContact/AutoCompleteContact.tsx

@@ -0,0 +1,63 @@
+import type { Serialized } from '@rocket.chat/core-typings';
+import { PaginatedSelectFiltered } from '@rocket.chat/fuselage';
+import { useDebouncedValue } from '@rocket.chat/fuselage-hooks';
+import type { ILivechatContactWithManagerData } from '@rocket.chat/rest-typings';
+import type { ComponentProps, ReactNode, SyntheticEvent } from 'react';
+import { memo, useState } from 'react';
+import { useTranslation } from 'react-i18next';
+
+import { useContactsList } from './useContactsList';
+
+type OptionProps = {
+	role: 'option';
+	title?: string;
+	index: number;
+	label: string;
+	value: string;
+	selected: boolean;
+	focus: boolean;
+	onMouseDown(event: SyntheticEvent): void;
+};
+
+export type AutoCompleteContactProps = Omit<
+	ComponentProps<typeof PaginatedSelectFiltered>,
+	'filter' | 'setFilter' | 'options' | 'endReached' | 'renderItem' | 'value' | 'onChange'
+> & {
+	value: string;
+	onChange: (value: string) => void;
+	renderItem?: (props: OptionProps, contact: Serialized<ILivechatContactWithManagerData>) => ReactNode;
+};
+
+const AutoCompleteContact = ({ value, placeholder, disabled, renderItem, onChange, ...props }: AutoCompleteContactProps) => {
+	const { t } = useTranslation();
+	const [contactsFilter, setContactFilter] = useState<string>('');
+	const debouncedContactFilter = useDebouncedValue(contactsFilter, 500);
+
+	const {
+		data: contactsItems = [],
+		fetchNextPage,
+		isPending,
+	} = useContactsList({
+		filter: debouncedContactFilter,
+	});
+
+	return (
+		<PaginatedSelectFiltered
+			{...props}
+			aria-busy={isPending}
+			placeholder={isPending ? t('Loading...') : placeholder}
+			aria-disabled={isPending || disabled}
+			disabled={isPending || disabled}
+			value={value}
+			flexShrink={0}
+			filter={contactsFilter}
+			setFilter={setContactFilter as (value: string | number | undefined) => void}
+			options={contactsItems}
+			onChange={onChange}
+			endReached={() => fetchNextPage()}
+			renderItem={renderItem ? (props: OptionProps) => renderItem(props, contactsItems[props.index]) : undefined}
+		/>
+	);
+};
+
+export default memo(AutoCompleteContact);

apps/meteor/client/views/omnichannel/components/AutoCompleteContact/index.ts

@@ -0,0 +1 @@
+export { default } from './AutoCompleteContact';

apps/meteor/client/views/omnichannel/components/AutoCompleteContact/useContactsList.ts

@@ -0,0 +1,52 @@
+import type { Serialized } from '@rocket.chat/core-typings';
+import type { ILivechatContactWithManagerData } from '@rocket.chat/rest-typings';
+import { useEndpoint } from '@rocket.chat/ui-contexts';
+import { useInfiniteQuery } from '@tanstack/react-query';
+
+import { omnichannelQueryKeys } from '../../../../lib/queryKeys';
+
+export type ContactOption = Serialized<ILivechatContactWithManagerData> & {
+	value: string;
+	label: string;
+};
+
+type ContactOptions = {
+	filter: string;
+	limit?: number;
+};
+
+const DEFAULT_QUERY_LIMIT = 25;
+
+const formatContactItem = (contact: Serialized<ILivechatContactWithManagerData>): ContactOption => ({
+	...contact,
+	label: contact.name || contact._id,
+	value: contact._id,
+});
+
+export const useContactsList = (options: ContactOptions) => {
+	const getContacts = useEndpoint('GET', '/v1/omnichannel/contacts.search');
+	const { filter, limit = DEFAULT_QUERY_LIMIT } = options;
+
+	return useInfiniteQuery({
+		queryKey: omnichannelQueryKeys.contacts({ filter, limit }),
+		queryFn: async ({ pageParam: offset = 0 }) => {
+			const { contacts, ...data } = await getContacts({
+				searchText: filter,
+				// sort: `{ name: -1 }`,
+				...(limit && { count: limit }),
+				...(offset && { offset }),
+			});
+
+			return {
+				...data,
+				contacts: contacts.map(formatContactItem),
+			};
+		},
+		select: (data) => data.pages.flatMap<ContactOption>((page) => page.contacts),
+		initialPageParam: 0,
+		getNextPageParam: (lastPage) => {
+			const offset = lastPage.offset + lastPage.count;
+			return offset < lastPage.total ? offset : undefined;
+		},
+	});
+};

apps/meteor/client/views/omnichannel/components/AutoCompleteDepartment.spec.tsx

@@ -0,0 +1,43 @@
+import { mockAppRoot } from '@rocket.chat/mock-providers';
+import { render, screen } from '@testing-library/react';
+
+import AutoCompleteDepartment from './AutoCompleteDepartment';
+import { useDepartmentsList } from '../hooks/useDepartmentsList';
+
+jest.mock('../hooks/useDepartmentsList');
+
+const useDepartmentsListMocked = jest.mocked(useDepartmentsList);
+
+const appRoot = mockAppRoot().build();
+
+describe('AutoCompleteDepartment', () => {
+	beforeEach(() => {
+		useDepartmentsListMocked.mockClear();
+	});
+
+	it('should render loading state correctly', () => {
+		useDepartmentsListMocked.mockReturnValue({
+			data: [],
+			isPending: true,
+			fetchNextPage: jest.fn(),
+		} as unknown as ReturnType<typeof useDepartmentsList>);
+
+		const { rerender } = render(<AutoCompleteDepartment value='' onChange={jest.fn()} />, { wrapper: appRoot });
+
+		expect(screen.getByPlaceholderText('Loading...')).toBeInTheDocument();
+		expect(screen.queryByPlaceholderText('Select_an_option')).not.toBeInTheDocument();
+		expect(screen.getByRole('textbox')).toBeDisabled();
+
+		useDepartmentsListMocked.mockReturnValue({
+			data: [],
+			isPending: false,
+			fetchNextPage: jest.fn(),
+		} as unknown as ReturnType<typeof useDepartmentsList>);
+
+		rerender(<AutoCompleteDepartment value='' onChange={jest.fn()} />);
+
+		expect(screen.getByPlaceholderText('Select_an_option')).toBeInTheDocument();
+		expect(screen.queryByPlaceholderText('Loading...')).not.toBeInTheDocument();
+		expect(screen.getByRole('textbox')).toBeEnabled();
+	});
+});

apps/meteor/client/views/omnichannel/components/AutoCompleteDepartment.tsx

@@ -0,0 +1,71 @@
+import { Option, PaginatedSelectFiltered } from '@rocket.chat/fuselage';
+import { useDebouncedValue } from '@rocket.chat/fuselage-hooks';
+import type { ComponentProps } from 'react';
+import { memo, useState } from 'react';
+import { useTranslation } from 'react-i18next';
+
+import { useDepartmentsList } from '../hooks/useDepartmentsList';
+
+export type AutoCompleteDepartmentProps = {
+	value?: string;
+	onChange: (value: string) => void;
+	excludeId?: string;
+	onlyMyDepartments?: boolean;
+	haveAll?: boolean;
+	haveNone?: boolean;
+	showArchived?: boolean;
+	unitId?: string;
+} & Omit<ComponentProps<typeof PaginatedSelectFiltered>, 'options' | 'setFilter'>;
+
+const AutoCompleteDepartment = ({
+	value,
+	excludeId,
+	onlyMyDepartments,
+	unitId,
+	onChange,
+	haveAll,
+	haveNone,
+	showArchived = false,
+	disabled,
+	...props
+}: AutoCompleteDepartmentProps) => {
+	const { t } = useTranslation();
+	const [departmentsFilter, setDepartmentsFilter] = useState<string>('');
+
+	const debouncedDepartmentsFilter = useDebouncedValue(departmentsFilter, 500);
+
+	const {
+		data: departmentsItems,
+		isPending,
+		fetchNextPage,
+	} = useDepartmentsList({
+		filter: debouncedDepartmentsFilter,
+		onlyMyDepartments,
+		haveAll,
+		haveNone,
+		excludeId,
+		showArchived,
+		selectedDepartmentId: value,
+		unitId,
+	});
+
+	return (
+		<PaginatedSelectFiltered
+			withTitle
+			{...props}
+			value={value}
+			onChange={onChange}
+			filter={departmentsFilter}
+			disabled={isPending || disabled}
+			aria-busy={isPending}
+			aria-disabled={disabled}
+			setFilter={setDepartmentsFilter as (value?: string | number) => void}
+			options={departmentsItems}
+			placeholder={isPending ? t('Loading...') : t('Select_an_option')}
+			endReached={() => fetchNextPage()}
+			renderItem={({ label, ...props }) => <Option {...props} label={<span style={{ whiteSpace: 'normal' }}>{label}</span>} />}
+		/>
+	);
+};
+
+export default memo(AutoCompleteDepartment);

apps/meteor/client/views/omnichannel/components/AutoCompleteDepartmentMultiple.spec.tsx

@@ -0,0 +1,50 @@
+import { MockedAppRootBuilder } from '@rocket.chat/mock-providers/dist/MockedAppRootBuilder';
+import { render, screen, waitFor, within } from '@testing-library/react';
+import userEvent from '@testing-library/user-event';
+import { VirtuosoMockContext } from 'react-virtuoso';
+
+import AutoCompleteDepartmentMultiple from './AutoCompleteDepartmentMultiple';
+import { createFakeDepartment } from '../../../../tests/mocks/data';
+
+const mockGetDepartments = jest.fn();
+const appRoot = new MockedAppRootBuilder()
+	.withEndpoint('GET', '/v1/livechat/department', mockGetDepartments)
+	.wrap((children) => (
+		<VirtuosoMockContext.Provider value={{ viewportHeight: 300, itemHeight: 28 }}>{children}</VirtuosoMockContext.Provider>
+	));
+
+it('should render autocomplete with checkbox', async () => {
+	mockGetDepartments.mockResolvedValueOnce({
+		departments: [createFakeDepartment({ name: 'Test Department' })],
+		count: 1,
+		offset: 0,
+		total: 1,
+	});
+
+	render(<AutoCompleteDepartmentMultiple withCheckbox value={undefined} onChange={jest.fn()} />, { wrapper: appRoot.build() });
+
+	await userEvent.click(screen.getByRole('listbox'));
+
+	await waitFor(() => {
+		const checkbox = within(screen.getByRole('option', { name: 'Test Department' })).getByRole('checkbox');
+		expect(checkbox).toBeInTheDocument();
+	});
+});
+
+it('should render autocomplete without checkbox', async () => {
+	mockGetDepartments.mockResolvedValueOnce({
+		departments: [createFakeDepartment({ name: 'Test Department' })],
+		count: 1,
+		offset: 0,
+		total: 1,
+	});
+
+	render(<AutoCompleteDepartmentMultiple value={undefined} onChange={jest.fn()} />, { wrapper: appRoot.build() });
+
+	await userEvent.click(screen.getByRole('listbox'));
+
+	await waitFor(() => {
+		const checkbox = within(screen.getByRole('option', { name: 'Test Department' })).queryByRole('checkbox');
+		expect(checkbox).not.toBeInTheDocument();
+	});
+});

apps/meteor/client/views/omnichannel/components/AutoCompleteDepartmentMultiple.tsx

@@ -0,0 +1,87 @@
+import { CheckOption, Option, PaginatedMultiSelectFiltered } from '@rocket.chat/fuselage';
+import type { PaginatedMultiSelectOption } from '@rocket.chat/fuselage';
+import { useDebouncedValue } from '@rocket.chat/fuselage-hooks';
+import type { ComponentProps } from 'react';
+import { memo, useMemo, useState } from 'react';
+import { useTranslation } from 'react-i18next';
+
+import { useDepartmentsList } from '../hooks/useDepartmentsList';
+
+export type AutoCompleteDepartmentMultipleProps = Omit<
+	ComponentProps<typeof PaginatedMultiSelectFiltered>,
+	'options' | 'renderItem' | 'setFilter' | 'filter' | 'placeholder' | 'endReached'
+> & {
+	value?: PaginatedMultiSelectOption[];
+	onChange: (value: PaginatedMultiSelectOption[]) => void;
+	onlyMyDepartments?: boolean;
+	showArchived?: boolean;
+	enabled?: boolean;
+	withCheckbox?: boolean;
+	excludeId?: string;
+	unitId?: string;
+};
+
+const AutoCompleteDepartmentMultiple = ({
+	value = [],
+	onlyMyDepartments = false,
+	showArchived = false,
+	enabled = false,
+	withCheckbox = false,
+	excludeId,
+	unitId,
+	onChange = () => undefined,
+	...props
+}: AutoCompleteDepartmentMultipleProps) => {
+	const { t } = useTranslation();
+	const [departmentsFilter, setDepartmentsFilter] = useState('');
+
+	const debouncedDepartmentsFilter = useDebouncedValue(departmentsFilter, 500);
+
+	const { data: departmentsItems, fetchNextPage } = useDepartmentsList({
+		filter: debouncedDepartmentsFilter,
+		excludeId,
+		onlyMyDepartments,
+		showArchived,
+		enabled,
+		unitId,
+	});
+
+	const selectedValues = useMemo(() => new Set(value.map((item) => item.value)), [value]);
+
+	const departmentOptions = useMemo(() => {
+		const pending = value.filter(({ value }) => !departmentsItems.find((dep) => dep.value === value)) || [];
+		return [...departmentsItems, ...pending];
+	}, [departmentsItems, value]);
+
+	return (
+		<PaginatedMultiSelectFiltered
+			withTitle
+			{...props}
+			value={value}
+			onChange={onChange}
+			filter={departmentsFilter}
+			setFilter={setDepartmentsFilter}
+			options={departmentOptions}
+			width='100%'
+			flexShrink={0}
+			flexGrow={0}
+			placeholder={t('Select_an_option')}
+			renderItem={({ label, value, ...props }) => {
+				if (withCheckbox) {
+					return (
+						<CheckOption
+							{...props}
+							label={<span style={{ whiteSpace: 'normal' }}>{label}</span>}
+							selected={value ? selectedValues.has(value) : false}
+						/>
+					);
+				}
+
+				return <Option {...props} label={label} />;
+			}}
+			endReached={() => fetchNextPage()}
+		/>
+	);
+};
+
+export default memo(AutoCompleteDepartmentMultiple);

apps/meteor/client/views/omnichannel/components/AutoCompleteMonitors.tsx

@@ -0,0 +1,41 @@
+import { CheckOption, PaginatedMultiSelectFiltered } from '@rocket.chat/fuselage';
+import { useDebouncedValue } from '@rocket.chat/fuselage-hooks';
+import type { ComponentProps } from 'react';
+import { memo, useMemo, useState } from 'react';
+import { useTranslation } from 'react-i18next';
+
+import { useMonitorsList } from '../hooks/useMonitorsList';
+
+export type AutoCompleteMonitorsProps = Omit<
+	ComponentProps<typeof PaginatedMultiSelectFiltered>,
+	'options' | 'setFilter' | 'endReached' | 'filter' | 'renderItem'
+>;
+
+const AutoCompleteMonitors = ({ value = [], onBlur, onChange, ...props }: AutoCompleteMonitorsProps) => {
+	const { t } = useTranslation();
+	const [monitorsFilter, setMonitorsFilter] = useState('');
+	const debouncedMonitorsFilter = useDebouncedValue(monitorsFilter, 500);
+
+	const { data: monitorsOptions, fetchNextPage } = useMonitorsList({ filter: debouncedMonitorsFilter });
+	const selectedValues = useMemo(() => new Set(value.map((item) => item.value)), [value]);
+
+	return (
+		<PaginatedMultiSelectFiltered
+			withTitle
+			{...props}
+			value={value}
+			filter={monitorsFilter}
+			setFilter={setMonitorsFilter}
+			options={monitorsOptions}
+			placeholder={t('Select_an_option')}
+			endReached={() => fetchNextPage()}
+			onBlur={onBlur}
+			onChange={onChange}
+			renderItem={({ label, value, ...props }) => (
+				<CheckOption {...props} label={label} selected={value ? selectedValues.has(value) : false} />
+			)}
+		/>
+	);
+};
+
+export default memo(AutoCompleteMonitors);

apps/meteor/client/views/omnichannel/components/AutoCompleteMultipleAgent.tsx

@@ -0,0 +1,61 @@
+import type { PaginatedMultiSelectOption } from '@rocket.chat/fuselage';
+import { PaginatedMultiSelectFiltered } from '@rocket.chat/fuselage';
+import { useDebouncedValue } from '@rocket.chat/fuselage-hooks';
+import type { ComponentProps } from 'react';
+import { memo, useState } from 'react';
+
+import { useAgentsList } from '../hooks/useAgentsList';
+
+export type AutoCompleteMultipleAgentProps = Omit<
+	ComponentProps<typeof PaginatedMultiSelectFiltered>,
+	'options' | 'renderItem' | 'setFilter' | 'filter' | 'endReached' | 'value' | 'onChange'
+> & {
+	excludeId?: string;
+	showIdleAgents?: boolean;
+	onlyAvailable?: boolean;
+	value: PaginatedMultiSelectOption[];
+	onChange: (value: PaginatedMultiSelectOption[]) => void;
+};
+
+const AutoCompleteMultipleAgent = ({
+	value,
+	error,
+	placeholder,
+	excludeId,
+	showIdleAgents = true,
+	onlyAvailable = false,
+	withTitle = false,
+	onChange,
+	...props
+}: AutoCompleteMultipleAgentProps) => {
+	const [agentsFilter, setAgentsFilter] = useState<string>('');
+
+	const debouncedAgentsFilter = useDebouncedValue(agentsFilter, 500);
+
+	const { data: agentsItems, fetchNextPage } = useAgentsList({
+		filter: debouncedAgentsFilter,
+		onlyAvailable,
+		excludeId,
+		showIdleAgents,
+	});
+
+	return (
+		<PaginatedMultiSelectFiltered
+			{...props}
+			withTitle={withTitle}
+			value={value}
+			error={error}
+			placeholder={placeholder}
+			onChange={onChange}
+			width='100%'
+			flexShrink={0}
+			flexGrow={0}
+			filter={agentsFilter}
+			setFilter={setAgentsFilter as (value: string | number | undefined) => void}
+			options={agentsItems}
+			endReached={() => fetchNextPage()}
+		/>
+	);
+};
+
+export default memo(AutoCompleteMultipleAgent);

apps/meteor/client/views/omnichannel/components/CustomField.tsx

@@ -0,0 +1,44 @@
+import { Box } from '@rocket.chat/fuselage';
+import { InfoPanelField, InfoPanelLabel, InfoPanelText } from '@rocket.chat/ui-client';
+import { useEndpoint } from '@rocket.chat/ui-contexts';
+import { useQuery } from '@tanstack/react-query';
+import { useTranslation } from 'react-i18next';
+
+import { FormSkeleton } from '../directory/components/FormSkeleton';
+
+export type CustomFieldProps = {
+	id: string;
+	value: string;
+};
+
+const CustomField = ({ id, value }: CustomFieldProps) => {
+	const { t } = useTranslation();
+	const getCustomField = useEndpoint('GET', '/v1/livechat/custom-fields/:_id', { _id: id });
+	const { data, isPending, isError } = useQuery({
+		queryKey: ['/v1/livechat/custom-field', id],
+		queryFn: () => getCustomField(),
+	});
+
+	if (isPending) {
+		return <FormSkeleton />;
+	}
+
+	if (isError || !data?.customField) {
+		return <Box marginBlockStart={16}>{t('Custom_Field_Not_Found')}</Box>;
+	}
+
+	const { label } = data.customField;
+
+	if (!label) {
+		return null;
+	}
+
+	return (
+		<InfoPanelField>
+			<InfoPanelLabel>{label}</InfoPanelLabel>
+			<InfoPanelText>{value}</InfoPanelText>
+		</InfoPanelField>
+	);
+};
+
+export default CustomField;

apps/meteor/client/views/omnichannel/components/Field.tsx

@@ -0,0 +1,8 @@
+import { Box } from '@rocket.chat/fuselage';
+import type { ReactNode } from 'react';
+
+export type FieldProps = { children?: ReactNode };
+
+const Field = ({ children }: FieldProps) => <Box marginBlock={16}>{children}</Box>;
+
+export default Field;

apps/meteor/client/views/omnichannel/components/FormSkeleton.tsx

@@ -0,0 +1,11 @@
+import { Box, Skeleton } from '@rocket.chat/fuselage';
+import type { ComponentPropsWithoutRef } from 'react';
+
+export type FormSkeletonProps = ComponentPropsWithoutRef<typeof Box>;
+
+export const FormSkeleton = (props: FormSkeletonProps) => (
+	<Box width='full' paddingBlock={24} {...props}>
+		<Skeleton marginBlockEnd={8} />
+		<Skeleton marginBlockEnd={4} />
+	</Box>
+);

apps/meteor/client/views/omnichannel/components/Info.tsx

@@ -0,0 +1,19 @@
+import type { cssFn } from '@rocket.chat/css-in-js';
+import { css } from '@rocket.chat/css-in-js';
+import type { ComponentProps, CSSProperties, ReactNode } from 'react';
+
+import { UserCardInfo } from '../../../components/UserCard';
+
+const wordBreak = css`
+	word-break: break-word;
+`;
+
+export type InfoProps = Omit<ComponentProps<typeof UserCardInfo>, 'className' | 'style' | 'children'> & {
+	className?: string | cssFn;
+	style?: CSSProperties;
+	children?: ReactNode;
+};
+
+const Info = ({ className, ...props }: InfoProps) => <UserCardInfo className={[className, wordBreak]} flexShrink={0} {...props} />;
+
+export default Info;

apps/meteor/client/views/omnichannel/components/Label.tsx

@@ -0,0 +1,7 @@
+import { Box } from '@rocket.chat/fuselage';
+import type { ComponentProps } from 'react';
+
+export type LabelProps = ComponentProps<typeof Box>;
+
+const Label = (props: LabelProps) => <Box marginBlockEnd={8} fontScale='p2m' color='default' {...props} />;
+export default Label;

apps/meteor/client/views/omnichannel/components/OmnichannelBadges/OmnichannelBadges.spec.tsx

@@ -0,0 +1,19 @@
+import { composeStories } from '@storybook/react';
+import { render } from '@testing-library/react';
+import { axe } from 'jest-axe';
+
+import * as stories from './OmnichannelBadges.stories';
+
+const testCases = Object.values(composeStories(stories)).map((Story) => [Story.storyName || 'Story', Story]);
+
+test.each(testCases)(`renders %s without crashing`, (_storyname, Story) => {
+	const { baseElement } = render(<Story />);
+	expect(baseElement).toMatchSnapshot();
+});
+
+test.each(testCases)('%s should have no a11y violations', async (_storyname, Story) => {
+	const { container } = render(<Story />);
+
+	const results = await axe(container);
+	expect(results).toHaveNoViolations();
+});

apps/meteor/client/views/omnichannel/components/OmnichannelBadges/OmnichannelBadges.stories.tsx

@@ -0,0 +1,68 @@
+import { LivechatPriorityWeight } from '@rocket.chat/core-typings';
+import type { IRoom, ISubscription } from '@rocket.chat/core-typings';
+import { mockAppRoot } from '@rocket.chat/mock-providers';
+import type { Meta } from '@storybook/react';
+
+import OmnichannelBadges from './OmnichannelBadges';
+import { createFakeSubscription } from '../../../../../tests/mocks/data';
+import type { OmnichannelContextValue } from '../../../../contexts/OmnichannelContext';
+import { OmnichannelContext } from '../../../../contexts/OmnichannelContext';
+
+const meta = {
+	component: OmnichannelBadges,
+	parameters: {
+		layout: 'centered',
+	},
+	args: {
+		room: createFakeSubscription({ t: 'l' }) as unknown as ISubscription & IRoom,
+	},
+	decorators: [
+		(Story, context) => {
+			const { isOverMacLimit = false } = context.parameters;
+			const AppRoot = mockAppRoot().build();
+
+			const contextValue = {
+				enabled: true,
+				isOverMacLimit,
+				livechatPriorities: {
+					enabled: true,
+					data: [{ name: 'Highest', i18n: 'highest', sortItem: LivechatPriorityWeight.HIGHEST, dirty: false }],
+				},
+			} as OmnichannelContextValue;
+
+			return (
+				<OmnichannelContext.Provider value={contextValue}>
+					<AppRoot>
+						<Story />
+					</AppRoot>
+				</OmnichannelContext.Provider>
+			);
+		},
+	],
+} satisfies Meta<Omit<typeof OmnichannelBadges, 'room'>>;
+
+export default meta;
+
+export const WithPriority = {
+	args: {
+		room: createFakeSubscription({
+			t: 'l',
+			priorityWeight: LivechatPriorityWeight.HIGHEST,
+		}),
+	},
+	parameters: {
+		isOverMacLimit: false,
+	},
+};
+
+export const OverMacLimit = {
+	args: {
+		room: createFakeSubscription({
+			t: 'l',
+			priorityWeight: LivechatPriorityWeight.NOT_SPECIFIED,
+		}),
+	},
+	parameters: {
+		isOverMacLimit: true,
+	},
+};

apps/meteor/client/views/omnichannel/components/OmnichannelBadges/OmnichannelBadges.tsx

@@ -0,0 +1,25 @@
+import type { IRoom, ISubscription } from '@rocket.chat/core-typings';
+import { isOmnichannelRoom } from '@rocket.chat/core-typings';
+
+import { useOmnichannelPriorities } from '../../hooks/useOmnichannelPriorities';
+import { PriorityIcon } from '../../priorities/PriorityIcon';
+import RoomActivityIcon from '../RoomActivityIcon';
+
+export type OmnichannelBadgesProps = { room: ISubscription & IRoom };
+
+const OmnichannelBadges = ({ room }: OmnichannelBadgesProps) => {
+	const { enabled: isPriorityEnabled } = useOmnichannelPriorities();
+
+	if (!isOmnichannelRoom(room)) {
+		return null;
+	}
+
+	return (
+		<>
+			{isPriorityEnabled ? <PriorityIcon level={room.priorityWeight} /> : null}
+			<RoomActivityIcon room={room} />
+		</>
+	);
+};
+
+export default OmnichannelBadges;

apps/meteor/client/views/omnichannel/components/OmnichannelBadges/__snapshots__/OmnichannelBadges.spec.tsx.snap

@@ -0,0 +1,29 @@
+// Jest Snapshot v1, https://jestjs.io/docs/snapshot-testing
+
+exports[`renders OverMacLimit without crashing 1`] = `
+<body>
+  <div>
+    <i
+      aria-hidden="true"
+      class="rcx-box rcx-box--full rcx-icon--name-warning rcx-icon rcx-css-ayadvf"
+      title="Workspace_exceeded_MAC_limit_disclaimer"
+    >
+      
+    </i>
+  </div>
+</body>
+`;
+
+exports[`renders WithPriority without crashing 1`] = `
+<body>
+  <div>
+    <i
+      aria-hidden="true"
+      class="rcx-box rcx-box--full rcx-icon--name-chevron-double-up rcx-icon rcx-css-aob2og"
+      title=""
+    >
+      
+    </i>
+  </div>
+</body>
+`;

apps/meteor/client/views/omnichannel/components/OmnichannelBadges/index.ts

@@ -0,0 +1 @@
+export { default } from './OmnichannelBadges';

apps/meteor/client/views/omnichannel/components/OmnichannelSortingDisclaimer.tsx

@@ -0,0 +1,32 @@
+import { OmnichannelSortingMechanismSettingType as OmniSortingType } from '@rocket.chat/core-typings';
+import { useSetting } from '@rocket.chat/ui-contexts';
+import { useState } from 'react';
+import { useTranslation } from 'react-i18next';
+
+import { useOmnichannelEnterpriseEnabled } from '../hooks/useOmnichannelEnterpriseEnabled';
+
+export const useOmnichannelSortingDisclaimer = () => {
+	const isOmnichannelEnabled = useOmnichannelEnterpriseEnabled();
+
+	const sortingMechanism = useSetting<OmniSortingType>('Omnichannel_sorting_mechanism', OmniSortingType.Timestamp);
+
+	const [{ [sortingMechanism]: type }] = useState({
+		[OmniSortingType.Priority]: 'Priorities',
+		[OmniSortingType.SLAs]: 'SLA_Policies',
+		[OmniSortingType.Timestamp]: '',
+	} as const);
+
+	return isOmnichannelEnabled ? type : '';
+};
+
+export const OmnichannelSortingDisclaimer = () => {
+	const { t } = useTranslation();
+
+	const type = useOmnichannelSortingDisclaimer();
+
+	if (!type) {
+		return null;
+	}
+
+	return <>{t('Omnichannel_sorting_disclaimer', { sortingMechanism: t(type) })}</>;
+};

apps/meteor/client/views/omnichannel/components/OmnichannelVerificationTag.tsx

@@ -0,0 +1,27 @@
+import { Icon, Tag } from '@rocket.chat/fuselage';
+import { useTranslation } from 'react-i18next';
+
+import { useHasLicenseModule } from '../../../hooks/useHasLicenseModule';
+
+export type OmnichannelVerificationTagProps = {
+	verified?: boolean;
+	onClick?: () => void;
+};
+
+const OmnichannelVerificationTag = ({ verified, onClick }: OmnichannelVerificationTagProps) => {
+	const { t } = useTranslation();
+	const { data: hasLicense = false } = useHasLicenseModule('contact-id-verification');
+	const isVerified = hasLicense && verified;
+
+	return (
+		<Tag
+			variant={isVerified ? 'primary' : undefined}
+			onClick={!isVerified && onClick ? onClick : undefined}
+			icon={<Icon size='x12' marginInlineEnd={4} name={isVerified ? 'success-circle' : 'question-mark'} />}
+		>
+			{isVerified ? t('Verified') : t('Unverified')}
+		</Tag>
+	);
+};
+
+export default OmnichannelVerificationTag;

apps/meteor/client/views/omnichannel/components/RoomActivityIcon.tsx

@@ -0,0 +1,20 @@
+import type { IOmnichannelRoom } from '@rocket.chat/core-typings';
+import { Icon } from '@rocket.chat/fuselage';
+import { useTranslation } from 'react-i18next';
+
+import { useIsRoomOverMacLimit } from '../hooks/useIsRoomOverMacLimit';
+
+export type RoomActivityIconProps = {
+	room: IOmnichannelRoom;
+};
+
+const RoomActivityIcon = ({ room }: RoomActivityIconProps) => {
+	const { t } = useTranslation();
+	const isRoomOverMacLimit = useIsRoomOverMacLimit(room);
+
+	return isRoomOverMacLimit ? (
+		<Icon name='warning' verticalAlign='middle' size='x20' color='danger' title={t('Workspace_exceeded_MAC_limit_disclaimer')} />
+	) : null;
+};
+
+export default RoomActivityIcon;

apps/meteor/client/views/omnichannel/components/Tags.tsx

@@ -0,0 +1,117 @@
+import { TextInput, Chip, Button, FieldLabel, FieldRow } from '@rocket.chat/fuselage';
+import { useStableCallback } from '@rocket.chat/fuselage-hooks';
+import { useToastMessageDispatch } from '@rocket.chat/ui-contexts';
+import type { ChangeEvent } from 'react';
+import { useId, useMemo, useState } from 'react';
+import { useTranslation } from 'react-i18next';
+
+import { CurrentChatTags } from '../additionalForms';
+import { FormSkeleton } from './FormSkeleton';
+import { useLivechatTags } from '../hooks/useLivechatTags';
+
+export type TagsProps = {
+	tags?: string[];
+	handler: (value: string[]) => void;
+	error?: string;
+	tagRequired?: boolean;
+	department?: string;
+};
+
+const Tags = ({ tags = [], handler, error, tagRequired, department }: TagsProps) => {
+	const { t } = useTranslation();
+	const tagsFieldId = useId();
+
+	const { data: tagsResult, isLoading } = useLivechatTags({
+		department,
+		viewAll: !department,
+	});
+
+	const customTags = useMemo(() => {
+		return tags.filter((tag) => !tagsResult?.tags.find((rtag) => rtag.name === tag));
+	}, [tags, tagsResult?.tags]);
+
+	const dispatchToastMessage = useToastMessageDispatch();
+
+	const [tagValue, handleTagValue] = useState('');
+
+	const paginatedTagValue = useMemo(() => tags.map((tag) => ({ label: tag, value: tag })), [tags]);
+
+	const removeTag = (tagToRemove: string): void => {
+		if (!tags) return;
+
+		handler(tags.filter((tag) => tag !== tagToRemove));
+	};
+
+	const handleTagTextSubmit = useStableCallback(() => {
+		if (!tags) {
+			return;
+		}
+
+		if (!tagValue || tagValue.trim() === '') {
+			dispatchToastMessage({ type: 'error', message: t('Enter_a_tag') });
+			handleTagValue('');
+			return;
+		}
+
+		if (tags.includes(tagValue)) {
+			dispatchToastMessage({ type: 'error', message: t('Tag_already_exists') });
+			return;
+		}
+		handler([...tags, tagValue]);
+		handleTagValue('');
+	});
+
+	if (isLoading) {
+		return <FormSkeleton />;
+	}
+
+	return (
+		<>
+			<FieldLabel htmlFor={tagsFieldId} required={tagRequired} marginBlock={4}>
+				{t('Tags')}
+			</FieldLabel>
+
+			{tagsResult?.tags?.length ? (
+				<FieldRow>
+					<CurrentChatTags
+						id={tagsFieldId}
+						value={paginatedTagValue}
+						handler={(tags): void => {
+							handler(tags.map((tag) => tag.label));
+						}}
+						department={department}
+						viewAll={!department}
+					/>
+				</FieldRow>
+			) : (
+				<>
+					<FieldRow>
+						<TextInput
+							error={error}
+							value={tagValue}
+							id={tagsFieldId}
+							onChange={({ currentTarget }: ChangeEvent<HTMLInputElement>): void => handleTagValue(currentTarget.value)}
+							flexGrow={1}
+							placeholder={t('Enter_a_tag')}
+						/>
+						<Button disabled={!tagValue} marginInlineStart={8} title={t('Add')} onClick={handleTagTextSubmit}>
+							{t('Add')}
+						</Button>
+					</FieldRow>
+				</>
+			)}
+
+			{customTags.length > 0 && (
+				<FieldRow justifyContent='flex-start'>
+					{customTags?.map((tag, i) => (
+						<Chip key={i} onClick={(): void => removeTag(tag)} marginInlineEnd={8}>
+							{tag}
+						</Chip>
+					))}
+				</FieldRow>
+			)}
+		</>
+	);
+};
+
+export default Tags;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/AutoCompleteDepartmentAgent.spec.tsx

@@ -0,0 +1,13 @@
+import { render, screen } from '@testing-library/react';
+
+import AutoCompleteDepartmentAgent from './AutoCompleteDepartmentAgent';
+
+it('should not display the placeholder when there is a value', () => {
+	const { rerender } = render(<AutoCompleteDepartmentAgent value='' onChange={jest.fn()} placeholder='Select an agent' agents={[]} />);
+
+	expect(screen.getByPlaceholderText('Select an agent')).toBeInTheDocument();
+
+	rerender(<AutoCompleteDepartmentAgent value='agent1' onChange={jest.fn()} placeholder='Select an agent' agents={[]} />);
+
+	expect(screen.queryByPlaceholderText('Select an agent')).not.toBeInTheDocument();
+});

apps/meteor/client/views/omnichannel/components/outboundMessage/components/AutoCompleteDepartmentAgent.tsx

@@ -0,0 +1,64 @@
+import type { ILivechatDepartmentAgents, Serialized } from '@rocket.chat/core-typings';
+import { AutoComplete, Box, Chip, Option, OptionAvatar, OptionContent } from '@rocket.chat/fuselage';
+import { useDebouncedValue } from '@rocket.chat/fuselage-hooks';
+import { UserAvatar } from '@rocket.chat/ui-avatar';
+import type { AllHTMLAttributes } from 'react';
+import { useMemo, useState } from 'react';
+
+export type AutoCompleteDepartmentAgentProps = Omit<AllHTMLAttributes<HTMLInputElement>, 'onChange'> & {
+	error?: boolean;
+	value: string;
+	onChange(value: string): void;
+	agents?: Serialized<ILivechatDepartmentAgents>[];
+};
+
+const AutoCompleteDepartmentAgent = ({ value, onChange, agents, placeholder, ...props }: AutoCompleteDepartmentAgentProps) => {
+	const [filter, setFilter] = useState('');
+	const debouncedFilter = useDebouncedValue(filter, 1000);
+
+	const options = useMemo(() => {
+		if (!agents) {
+			return [];
+		}
+
+		return agents
+			.filter((agent) => agent.username?.includes(debouncedFilter))
+			.sort((a, b) => a.username.localeCompare(b.username))
+			.map((agent) => ({
+				value: agent.agentId,
+				label: agent.username,
+			}));
+	}, [agents, debouncedFilter]);
+
+	return (
+		<AutoComplete
+			{...props}
+			placeholder={!value ? placeholder : undefined}
+			filter={filter}
+			setFilter={setFilter}
+			value={value}
+			onChange={onChange as (value: string | string[]) => void}
+			options={options}
+			renderSelected={({ selected: { value, label }, ...props }) => {
+				return (
+					<Chip {...props} height='x20' value={value} onClick={() => onChange('')} marginInlineEnd={4}>
+						<UserAvatar size='x20' username={label} />
+						<Box is='span' margin='none' marginInlineStart={4}>
+							{label}
+						</Box>
+					</Chip>
+				);
+			}}
+			renderItem={({ value, label, ...props }) => (
+				<Option key={value} {...props}>
+					<OptionAvatar>
+						<UserAvatar username={label} size='x20' />
+					</OptionAvatar>
+					<OptionContent>{label}</OptionContent>
+				</Option>
+			)}
+		/>
+	);
+};
+
+export default AutoCompleteDepartmentAgent;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/AutoCompleteOutboundProvider.tsx

@@ -0,0 +1,62 @@
+import type { ILivechatContact, Serialized } from '@rocket.chat/core-typings';
+import { Option, OptionDescription, PaginatedSelectFiltered } from '@rocket.chat/fuselage';
+import type { ComponentProps } from 'react';
+import { useState } from 'react';
+import { useTranslation } from 'react-i18next';
+
+import { useTimeFromNow } from '../../../../../hooks/useTimeFromNow';
+import useOutboundProvidersList from '../hooks/useOutboundProvidersList';
+import { findLastChatFromChannel } from '../utils/findLastChatFromChannel';
+
+export type AutoCompleteOutboundProviderProps = Omit<
+	ComponentProps<typeof PaginatedSelectFiltered>,
+	'filter' | 'setFilter' | 'options' | 'endReached' | 'renderItem'
+> & {
+	contact?: Serialized<Omit<ILivechatContact, 'contactManager'>> | null;
+	value: string;
+	onChange: (value: string) => void;
+};
+
+const AutoCompleteOutboundProvider = ({ contact, disabled, value, placeholder, onChange, ...props }: AutoCompleteOutboundProviderProps) => {
+	const [channelsFilter, setChannelsFilter] = useState<string>('');
+	const { t } = useTranslation();
+	const getTimeFromNow = useTimeFromNow(true);
+
+	const { data: options = [], isPending } = useOutboundProvidersList({
+		select: ({ providers = [] }) => {
+			return providers.map((prov) => ({
+				label: prov.providerName,
+				value: prov.providerId,
+			}));
+		},
+	});
+
+	return (
+		<PaginatedSelectFiltered
+			{...props}
+			aria-busy={isPending}
+			placeholder={isPending ? t('Loading...') : placeholder}
+			aria-disabled={isPending || disabled}
+			disabled={isPending || disabled}
+			value={value}
+			flexShrink={0}
+			filter={channelsFilter}
+			setFilter={setChannelsFilter as (value: string | number | undefined) => void}
+			options={options}
+			onChange={onChange}
+			renderItem={({ label, value, ...props }) => {
+				const lastChat = findLastChatFromChannel(contact?.channels, value);
+
+				return (
+					<Option {...props} label={label} value={value}>
+						{lastChat ? (
+							<OptionDescription>{t('Last_message_received__time__', { time: getTimeFromNow(lastChat) })}</OptionDescription>
+						) : null}
+					</Option>
+				);
+			}}
+		/>
+	);
+};
+
+export default AutoCompleteOutboundProvider;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessagePreview/OutboundMessagePreview.tsx

@@ -0,0 +1,108 @@
+import type {
+	ILivechatAgent,
+	ILivechatDepartment,
+	IOutboundProviderMetadata,
+	IOutboundProviderTemplate,
+	ILivechatContact,
+} from '@rocket.chat/core-typings';
+import { Box, Margins } from '@rocket.chat/fuselage';
+import type { ComponentProps } from 'react';
+import { useMemo } from 'react';
+import { useTranslation } from 'react-i18next';
+
+import PreviewItem from './PreviewItem';
+import { formatPhoneNumber } from '../../../../../../lib/formatPhoneNumber';
+import type { TemplateParameters } from '../../types/template';
+import TemplatePreview from '../TemplatePreview';
+
+export type OutboundMessagePreviewProps = ComponentProps<typeof Box> & {
+	template?: IOutboundProviderTemplate;
+	contactName?: ILivechatContact['name'];
+	providerName?: IOutboundProviderMetadata['providerName'];
+	providerType?: IOutboundProviderMetadata['providerType'];
+	departmentName?: ILivechatDepartment['name'];
+	agentName?: ILivechatAgent['name'];
+	agentUsername?: ILivechatAgent['username'];
+	sender?: string;
+	recipient?: string;
+	templateParameters?: TemplateParameters;
+};
+
+const formatContact = (rawValue?: string, providerType?: IOutboundProviderMetadata['providerType']) => {
+	if (!rawValue) {
+		return undefined;
+	}
+
+	if (providerType === 'phone') {
+		return formatPhoneNumber(rawValue);
+	}
+
+	return rawValue;
+};
+
+const OutboundMessagePreview = ({
+	template,
+	contactName,
+	providerName,
+	providerType,
+	departmentName,
+	agentName,
+	agentUsername,
+	sender: rawSender,
+	recipient: rawRecipient,
+	templateParameters,
+	...props
+}: OutboundMessagePreviewProps) => {
+	const { t } = useTranslation();
+
+	const recipient = useMemo(() => formatContact(rawRecipient, providerType), [providerType, rawRecipient]);
+	const sender = useMemo(() => formatContact(rawSender, providerType), [providerType, rawSender]);
+	const replies = useMemo(() => {
+		if (agentName) {
+			return `${agentName} ${agentUsername ? `(${agentUsername})` : ''} ${departmentName ? `at ${departmentName}` : ''}`;
+		}
+
+		if (agentUsername) {
+			return `@${agentUsername} ${departmentName ? `at ${departmentName}` : ''}`;
+		}
+
+		return departmentName;
+	}, [agentName, agentUsername, departmentName]);
+
+	return (
+		<Box {...props} is='section'>
+			<ul>
+				<Margins blockStart={24}>
+					<Box is='li' marginBlockStart={0}>
+						<PreviewItem icon='doc' label={t('Template')}>
+							{template?.name}
+						</PreviewItem>
+					</Box>
+					<Box is='li'>
+						<PreviewItem icon='user' label={t('To')}>
+							{contactName && `${contactName} ${recipient ? `(${recipient})` : ''}`}
+						</PreviewItem>
+					</Box>
+					<Box is='li'>
+						<PreviewItem icon='send' label={t('From')}>
+							{providerName && `${providerName} ${sender ? `(${sender})` : ''}`}
+						</PreviewItem>
+					</Box>
+					<Box is='li'>
+						<PreviewItem icon='reply' label={t('Replies')}>
+							{replies}
+						</PreviewItem>
+					</Box>
+				</Margins>
+			</ul>
+
+			{template ? (
+				<Box marginBlockStart={30}>
+					<TemplatePreview template={template} parameters={templateParameters} />
+				</Box>
+			) : null}
+		</Box>
+	);
+};
+
+export default OutboundMessagePreview;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessagePreview/PreviewItem.tsx

@@ -0,0 +1,36 @@
+import { Box, Icon } from '@rocket.chat/fuselage';
+import type { Keys } from '@rocket.chat/icons';
+import type { ReactNode } from 'react';
+import { useId } from 'react';
+import { useTranslation } from 'react-i18next';
+
+export type PreviewItemProps = {
+	label: string;
+	icon: Keys;
+	children: ReactNode;
+};
+
+const PreviewItem = ({ icon, label, children }: PreviewItemProps) => {
+	const { t } = useTranslation();
+	const id = useId();
+
+	return (
+		<Box display='flex'>
+			<Icon size={18} name={icon} />
+			<Box marginInlineStart={6}>
+				<Box is='span' id={id} fontScale='p2m'>
+					{label}
+				</Box>
+				<div aria-labelledby={id}>
+					{children ?? (
+						<Box fontScale='p2' color='disabled'>
+							{t('None')}
+						</Box>
+					)}
+				</div>
+			</Box>
+		</Box>
+	);
+};
+
+export default PreviewItem;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessagePreview/index.ts

@@ -0,0 +1 @@
+export { default } from './OutboundMessagePreview';

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/OutboundMessageWizard.spec.tsx

@@ -0,0 +1,148 @@
+import { mockAppRoot } from '@rocket.chat/mock-providers';
+import { StepsLinkedList, WizardContext } from '@rocket.chat/ui-client';
+import { act, render, screen, waitFor } from '@testing-library/react';
+
+import OutboundMessageWizard from './OutboundMessageWizard';
+import { createFakeLicenseInfo } from '../../../../../../../tests/mocks/data';
+import { createFakeProvider } from '../../../../../../../tests/mocks/data/outbound-message';
+import type { OmnichannelContextValue } from '../../../../../../contexts/OmnichannelContext';
+import { OmnichannelContext } from '../../../../../../contexts/OmnichannelContext';
+
+const openUpsellModal = jest.fn();
+jest.mock('../../modals', () => ({
+	useOutboundMessageUpsellModal: () => ({
+		open: openUpsellModal,
+		close: jest.fn(),
+	}),
+}));
+
+jest.mock('tinykeys', () => ({
+	__esModule: true,
+	default: jest.fn().mockReturnValue(() => () => undefined),
+}));
+
+jest.mock('../../../../../../../client/lib/getURL', () => ({
+	getURL: (url: string) => url,
+}));
+
+let currentOnSubmit: (payload: Record<string, unknown>) => void = () => undefined;
+jest.mock('./steps', () => ({
+	...jest.requireActual('./steps'),
+	RecipientStep: jest.fn().mockImplementation((props) => {
+		currentOnSubmit = props.onSubmit;
+		return <div data-testid='recipient-form'>form</div>;
+	}),
+}));
+
+const steps = new StepsLinkedList([
+	{ id: 'test-step-1', title: 'Test Step 1' },
+	{ id: 'test-step-2', title: 'Test Step 2' },
+	{ id: 'test-step-3', title: 'Test Step 3' },
+]);
+
+const mockWizardApi = {
+	steps,
+	currentStep: steps.head?.next ?? null,
+	next: jest.fn(),
+	previous: jest.fn(),
+	register: jest.fn(),
+	goTo: jest.fn(),
+	resetNextSteps: jest.fn(),
+};
+
+const getProvidersMock = jest.fn().mockImplementation(() => ({ providers: [] }));
+const getLicenseMock = jest.fn().mockImplementation(() => ({
+	license: createFakeLicenseInfo({
+		activeModules: ['livechat-enterprise'],
+	}),
+}));
+
+const appRoot = (omnichannelEnabled = true) =>
+	mockAppRoot()
+		.withJohnDoe()
+		.withSetting('Livechat_enabled', omnichannelEnabled)
+		.withEndpoint('GET', '/v1/omnichannel/outbound/providers', () => getProvidersMock())
+		.withEndpoint('GET', '/v1/licenses.info', () => getLicenseMock())
+		.wrap((children) => (
+			<OmnichannelContext.Provider value={{ enabled: omnichannelEnabled } as OmnichannelContextValue}>
+				<WizardContext.Provider value={mockWizardApi}>{children}</WizardContext.Provider>
+			</OmnichannelContext.Provider>
+		));
+
+describe('OutboundMessageWizard', () => {
+	beforeEach(() => {
+		jest.clearAllMocks();
+	});
+
+	describe('error and loading states', () => {
+		it('should render loading state', async () => {
+			getProvidersMock.mockImplementationOnce(() => new Promise(() => undefined));
+
+			render(<OutboundMessageWizard />, { wrapper: appRoot().withPermission('outbound.send-messages').build() });
+
+			expect(await screen.findByRole('status')).toHaveAttribute('aria-busy', 'true');
+		});
+
+		it('should render unauthorized when user has no permission', async () => {
+			render(<OutboundMessageWizard />, { wrapper: appRoot().build() });
+
+			expect(await screen.findByText('You_are_not_authorized_to_access_this_feature')).toBeInTheDocument();
+		});
+
+		it('should render error state when omnichannel is disabled', async () => {
+			render(<OutboundMessageWizard />, { wrapper: appRoot(false).build() });
+
+			expect(await screen.findByText('Omnichannel_is_not_enabled')).toBeInTheDocument();
+		});
+	});
+
+	describe('upsell flow', () => {
+		it('should display upsell modal if module is not present', async () => {
+			getLicenseMock.mockResolvedValueOnce({ license: createFakeLicenseInfo({ activeModules: [] }) });
+			getProvidersMock.mockResolvedValueOnce({ providers: [] });
+
+			render(<OutboundMessageWizard />, { wrapper: appRoot().build() });
+
+			await waitFor(() => expect(openUpsellModal).toHaveBeenCalled());
+		});
+
+		it('should display upsell modal if module is present but theres no providers', async () => {
+			getLicenseMock.mockResolvedValueOnce({ license: createFakeLicenseInfo({ activeModules: [] }) });
+			getProvidersMock.mockResolvedValueOnce({ providers: [createFakeProvider()] });
+
+			render(<OutboundMessageWizard />, { wrapper: appRoot().build() });
+
+			await waitFor(() => expect(openUpsellModal).toHaveBeenCalled());
+		});
+
+		it('should display upsell modal on submit when module is present but provider is not', async () => {
+			getLicenseMock.mockResolvedValueOnce({
+				license: createFakeLicenseInfo({ activeModules: ['livechat-enterprise', 'outbound-messaging'] }),
+			});
+			getProvidersMock.mockResolvedValueOnce({ providers: [] });
+
+			render(<OutboundMessageWizard />, { wrapper: appRoot().build() });
+
+			await waitFor(() => expect(openUpsellModal).not.toHaveBeenCalled());
+
+			await act(() => currentOnSubmit({}));
+
+			await waitFor(() => expect(openUpsellModal).toHaveBeenCalled());
+		});
+
+		it('should not display upsell modal when module and provider is present', async () => {
+			getProvidersMock.mockResolvedValueOnce({ providers: [createFakeProvider()] });
+			getLicenseMock.mockResolvedValueOnce({
+				license: createFakeLicenseInfo({ activeModules: ['livechat-enterprise', 'outbound-messaging'] }),
+			});
+
+			render(<OutboundMessageWizard />, { wrapper: appRoot().build() });
+
+			await waitFor(() => expect(openUpsellModal).not.toHaveBeenCalled());
+
+			await act(() => currentOnSubmit({}));
+
+			await waitFor(() => expect(openUpsellModal).not.toHaveBeenCalled());
+		});
+	});
+});

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/OutboundMessageWizard.stories.tsx

@@ -0,0 +1,95 @@
+import { faker } from '@faker-js/faker/locale/af_ZA';
+import { Box } from '@rocket.chat/fuselage';
+import { mockAppRoot } from '@rocket.chat/mock-providers';
+import type { Meta, StoryObj } from '@storybook/react';
+
+import OutboundMessageWizard from './OutboundMessageWizard';
+import { MessageStep, ReviewStep, RecipientStep, RepliesStep } from './steps';
+import {
+	createFakeAgent,
+	createFakeContact,
+	createFakeContactWithManagerData,
+	createFakeDepartment,
+} from '../../../../../../../tests/mocks/data';
+import { createFakeOutboundTemplate, createFakeProviderMetadata } from '../../../../../../../tests/mocks/data/outbound-message';
+
+const mockDepartment = createFakeDepartment({ name: `${faker.commerce.department()} Department` });
+
+const contactWithManagerMock = createFakeContactWithManagerData({
+	_id: 'contact-1',
+	name: 'John Doe',
+	phones: [{ phoneNumber: '+12125554567' }],
+});
+
+const { contactManager: _, ...contactNormal } = contactWithManagerMock;
+const contactMock = createFakeContact(contactNormal);
+
+const providerMock = createFakeProviderMetadata({
+	providerId: 'provider-1',
+	providerName: 'WhatsApp',
+	templates: {
+		'+12127774567': [createFakeOutboundTemplate({ phoneNumber: '+12127774567' })],
+	},
+});
+
+const mockAgent = createFakeAgent();
+const mockDepartmentAgent = {
+	...mockAgent,
+	username: mockAgent.username || '',
+	agentId: mockAgent._id,
+	departmentId: mockDepartment._id,
+	departmentEnabled: true,
+	count: 0,
+	order: 0,
+};
+
+const AppRoot = mockAppRoot()
+	.withEndpoint('GET', '/v1/livechat/department', () => ({ departments: [mockDepartment], count: 1, offset: 0, total: 1 }))
+	.withEndpoint('GET', '/v1/livechat/users/agent', () => ({ users: [{ ...mockAgent, departments: [] }], count: 1, offset: 0, total: 1 }))
+	.withEndpoint('GET', '/v1/livechat/department/:_id', () => ({ department: mockDepartment, agents: [mockDepartmentAgent] }))
+	.withEndpoint('GET', '/v1/livechat/users/agent/:_id', () => ({ user: mockAgent }))
+	.withEndpoint('GET', '/v1/omnichannel/outbound/providers', () => ({ providers: [providerMock] }))
+	.withEndpoint('GET', '/v1/omnichannel/outbound/providers/:id/metadata', () => ({ metadata: providerMock }))
+	.withEndpoint('GET', '/v1/omnichannel/contacts.get', () => ({ contact: contactMock }))
+	.withEndpoint('GET', '/v1/omnichannel/contacts.search', () => ({ contacts: [contactWithManagerMock], count: 1, offset: 0, total: 1 }))
+	.build();
+
+const meta = {
+	component: OutboundMessageWizard,
+	subcomponents: {
+		RecipientStep,
+		MessageStep,
+		RepliesStep,
+		ReviewStep,
+	},
+	parameters: {
+		controls: { hideNoControlsWarning: true },
+	},
+	decorators: [
+		(Story) => (
+			<AppRoot>
+				<Box maxWidth={600} margin='auto'>
+					<Story />
+				</Box>
+			</AppRoot>
+		),
+	],
+} satisfies Meta<typeof OutboundMessageWizard>;
+
+export default meta;
+type Story = StoryObj<typeof meta>;
+
+export const Default: Story = {
+	args: {
+		defaultValues: {},
+	},
+};
+
+export const WithDefaultValues: Story = {
+	args: {
+		defaultValues: {
+			contactId: contactMock._id,
+			providerId: providerMock.providerId,
+		},
+	},
+};

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/OutboundMessageWizard.tsx

@@ -0,0 +1,207 @@
+import { Box } from '@rocket.chat/fuselage';
+import { useStableCallback } from '@rocket.chat/fuselage-hooks';
+import { useToastBarDispatch } from '@rocket.chat/fuselage-toastbar';
+import { Wizard, useWizard, WizardContent, WizardTabs } from '@rocket.chat/ui-client';
+import { usePermission } from '@rocket.chat/ui-contexts';
+import { useQueryClient } from '@tanstack/react-query';
+import { useEffect, useLayoutEffect, useState } from 'react';
+import { ErrorBoundary } from 'react-error-boundary';
+import { useTranslation } from 'react-i18next';
+
+import OutboundMessageWizardErrorState from './components/OutboundMessageWizardErrorState';
+import OutboubdMessageWizardSkeleton from './components/OutboundMessageWizardSkeleton';
+import type { SubmitPayload } from './forms';
+import { ReviewStep, MessageStep, RecipientStep, RepliesStep } from './steps';
+import GenericError from '../../../../../../components/GenericError';
+import { useEndpointMutation } from '../../../../../../hooks/useEndpointMutation';
+import { useHasLicenseModule } from '../../../../../../hooks/useHasLicenseModule';
+import { formatPhoneNumber } from '../../../../../../lib/formatPhoneNumber';
+import { omnichannelQueryKeys } from '../../../../../../lib/queryKeys';
+import { useOmnichannelEnabled } from '../../../../hooks/useOmnichannelEnabled';
+import useOutboundProvidersList from '../../hooks/useOutboundProvidersList';
+import { useOutboundMessageUpsellModal } from '../../modals';
+import { formatOutboundMessagePayload, isMessageStepValid, isRecipientStepValid, isRepliesStepValid } from '../../utils/outbound-message';
+
+export type OutboundMessageWizardProps = {
+	defaultValues?: Partial<Pick<SubmitPayload, 'contactId' | 'providerId' | 'recipient' | 'sender'>>;
+	onSuccess?(): void;
+	onError?(): void;
+};
+
+const OutboundMessageWizard = ({ defaultValues = {}, onSuccess, onError }: OutboundMessageWizardProps) => {
+	const { t } = useTranslation();
+	const queryClient = useQueryClient();
+	const dispatchToastMessage = useToastBarDispatch();
+	const [state, setState] = useState<Partial<SubmitPayload>>(defaultValues);
+	const { contact, sender, provider, department, agent, template, templateParameters, recipient } = state;
+
+	const templates = sender ? provider?.templates[sender] : [];
+	const upsellModal = useOutboundMessageUpsellModal();
+
+	const isOmnichannelEnabled = useOmnichannelEnabled();
+	const hasOmnichannelModule = useHasLicenseModule('livechat-enterprise');
+	const hasOutboundModule = useHasLicenseModule('outbound-messaging');
+	const hasOutboundPermission = usePermission('outbound.send-messages');
+
+	const isLoadingModule = hasOutboundModule.isPending || hasOmnichannelModule.isPending;
+
+	const sendOutboundMessage = useEndpointMutation('POST', '/v1/omnichannel/outbound/providers/:id/message', {
+		keys: { id: provider?.providerId || '' },
+		onError: () => undefined, // error being handled in handleSend
+	});
+
+	const {
+		data: hasProviders = false,
+		isLoading: isLoadingProviders,
+		isError: isErrorProviders,
+		refetch: refetchProviders,
+	} = useOutboundProvidersList<boolean>({
+		select: ({ providers = [] }) => providers.length > 0,
+	});
+
+	const wizardApi = useWizard({
+		steps: [
+			{ id: 'recipient', title: t('Recipient') },
+			{ id: 'message', title: t('Message') },
+			{ id: 'replies', title: t('Replies') },
+			{ id: 'review', title: t('Review') },
+		],
+	});
+
+	useEffect(
+		() => () => {
+			// Clear cached providers and metadata on unmount to avoid stale data
+			void queryClient.removeQueries({ queryKey: omnichannelQueryKeys.outboundProviders() });
+		},
+		[queryClient],
+	);
+
+	useLayoutEffect(() => {
+		if (isLoadingModule || isLoadingProviders) {
+			return;
+		}
+
+		if (!hasOmnichannelModule.data || !hasOutboundModule.data || !hasProviders) {
+			upsellModal.open();
+		}
+	}, [hasOmnichannelModule.data, hasOutboundModule.data, hasProviders, isLoadingModule, isLoadingProviders, upsellModal]);
+
+	const handleSubmit = useStableCallback((values: SubmitPayload) => {
+		if (!hasOutboundModule.data) {
+			upsellModal.open();
+			return;
+		}
+
+		setState((state) => ({ ...state, ...values }));
+	});
+
+	const handleSend = useStableCallback(async () => {
+		try {
+			if (!isRecipientStepValid(state)) {
+				throw new Error('error-invalid-recipient-step');
+			}
+
+			if (!isMessageStepValid(state)) {
+				throw new Error('error-invalid-message-step');
+			}
+
+			if (!isRepliesStepValid(state)) {
+				throw new Error('error-invalid-replies-step');
+			}
+
+			const { template, sender, recipient, templateParameters, departmentId, agentId } = state;
+
+			const payload = formatOutboundMessagePayload({
+				type: 'template',
+				template,
+				sender,
+				recipient,
+				templateParameters,
+				departmentId,
+				agentId,
+			});
+
+			await sendOutboundMessage.mutateAsync(payload);
+
+			dispatchToastMessage({
+				type: 'success',
+				message: t('Outbound_message_sent_to__name__', { name: contact?.name || formatPhoneNumber(recipient) }),
+			});
+
+			onSuccess?.();
+		} catch (error) {
+			dispatchToastMessage({ type: 'error', message: t('Outbound_message_not_sent') });
+
+			// only console.error when in debug mode
+			const urlParams = new URLSearchParams(window.location.search);
+			const debug = urlParams.get('debug') === 'true';
+
+			if (debug) {
+				console.error(error);
+			}
+
+			onError?.();
+		}
+	});
+
+	const handleDirtyStep = useStableCallback(() => {
+		wizardApi.resetNextSteps();
+	});
+
+	if (!isOmnichannelEnabled) {
+		return <OutboundMessageWizardErrorState title={t('error-not-authorized')} description={t('Omnichannel_is_not_enabled')} />;
+	}
+
+	if (!hasOutboundPermission) {
+		return (
+			<OutboundMessageWizardErrorState title={t('error-not-authorized')} description={t('You_are_not_authorized_to_access_this_feature')} />
+		);
+	}
+
+	if (isLoadingModule || isLoadingProviders) {
+		return <OutboubdMessageWizardSkeleton />;
+	}
+
+	if (isErrorProviders) {
+		return <OutboundMessageWizardErrorState onRetry={refetchProviders} />;
+	}
+
+	return (
+		<ErrorBoundary fallbackRender={() => <GenericError icon='circle-exclamation' />}>
+			<Wizard api={wizardApi} display='flex' flexDirection='column' height='100%'>
+				<WizardTabs />
+
+				<Box marginBlockStart={16} minHeight={0} flexGrow={1}>
+					<WizardContent id='recipient'>
+						<RecipientStep defaultValues={state} onDirty={handleDirtyStep} onSubmit={handleSubmit} />
+					</WizardContent>
+
+					<WizardContent id='message'>
+						<MessageStep defaultValues={state} contact={contact} templates={templates} onSubmit={handleSubmit} />
+					</WizardContent>
+
+					<WizardContent id='replies'>
+						<RepliesStep defaultValues={state} onSubmit={handleSubmit} />
+					</WizardContent>
+
+					<WizardContent id='review'>
+						<ReviewStep
+							sender={sender}
+							recipient={recipient}
+							contactName={contact?.name}
+							departmentName={department?.name}
+							providerType={provider?.providerType}
+							providerName={provider?.providerName}
+							agentUsername={agent?.username}
+							template={template}
+							templateParameters={templateParameters}
+							onSend={handleSend}
+						/>
+					</WizardContent>
+				</Box>
+			</Wizard>
+		</ErrorBoundary>
+	);
+};
+
+export default OutboundMessageWizard;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/components/OutboundMessageForm.tsx

@@ -0,0 +1,12 @@
+import { Box } from '@rocket.chat/fuselage';
+import type { ComponentProps } from 'react';
+
+export type OutboundMessageFormProps = ComponentProps<typeof Box> & {
+	onSubmit?: () => void;
+};
+
+const OutboundMessageForm = ({ onSubmit, ...props }: OutboundMessageFormProps) => (
+	<Box is='form' display='flex' flexDirection='column' height='100%' flexGrow={1} flexShrink={0} onSubmit={onSubmit} {...props} />
+);
+
+export default OutboundMessageForm;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/components/OutboundMessageWizardErrorState.tsx

@@ -0,0 +1,26 @@
+import { States, StatesIcon, StatesTitle, StatesActions, StatesAction, StatesSubtitle } from '@rocket.chat/fuselage';
+import { useTranslation } from 'react-i18next';
+
+type Props = {
+	title?: string;
+	description?: string;
+	onRetry?(): void;
+};
+
+const OutboundMessageWizardErrorState = ({ title, description, onRetry }: Props) => {
+	const { t } = useTranslation();
+	return (
+		<States width='100%' height='100%'>
+			<StatesIcon name='circle-exclamation' />
+			<StatesTitle>{title ?? t('Something_went_wrong')}</StatesTitle>
+			{description ? <StatesSubtitle>{description}</StatesSubtitle> : null}
+			{onRetry ? (
+				<StatesActions>
+					<StatesAction onClick={onRetry}>{t('Retry')}</StatesAction>
+				</StatesActions>
+			) : null}
+		</States>
+	);
+};
+
+export default OutboundMessageWizardErrorState;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/components/OutboundMessageWizardSkeleton.tsx

@@ -0,0 +1,36 @@
+import { Box, Skeleton } from '@rocket.chat/fuselage';
+
+const OutboubdMessageWizardSkeleton = () => {
+	return (
+		<Box role='status' aria-busy='true'>
+			<Box display='flex'>
+				<Skeleton width={75} height={40} />
+				<Skeleton marginInlineStart={8} width={100} height={50} />
+				<Skeleton marginInlineStart={8} width={100} height={50} />
+				<Skeleton marginInlineStart={8} width={100} height={50} />
+			</Box>
+
+			<Box marginBlockStart={10}>
+				<Skeleton width={80} height={30} />
+				<Skeleton width='100%' height={50} />
+			</Box>
+			<Box marginBlockStart={10}>
+				<Skeleton width={80} height={30} />
+				<Skeleton width='100%' height={50} />
+			</Box>
+			<Box marginBlockStart={10}>
+				<Skeleton width={80} height={30} />
+				<Skeleton width='100%' height={50} />
+			</Box>
+			<Box marginBlockStart={10}>
+				<Skeleton width={80} height={30} />
+				<Skeleton width='100%' height={50} />
+			</Box>
+			<Box marginBlockStart={10} display='flex' justifyContent='end'>
+				<Skeleton width={85} height={60} />
+			</Box>
+		</Box>
+	);
+};
+
+export default OutboubdMessageWizardSkeleton;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/components/RetryButton.tsx

@@ -0,0 +1,37 @@
+import { css } from '@rocket.chat/css-in-js';
+import { IconButton } from '@rocket.chat/fuselage';
+import { useTranslation } from 'react-i18next';
+
+export type RetryButtonProps = {
+	loading: boolean;
+	onClick(): void;
+};
+
+/* NOTE: Necessary hack due to Field styles interfering with icons */
+const btnStyle = css`
+	i {
+		font-family: 'RocketChat';
+		font-style: normal;
+	}
+`;
+
+const RetryButton = ({ loading, onClick }: RetryButtonProps) => {
+	const { t } = useTranslation();
+
+	return (
+		<IconButton
+			mini
+			danger
+			secondary
+			className={btnStyle}
+			disabled={loading}
+			rcx-button--loading={loading}
+			icon={loading ? 'loading' : 'reload'}
+			title={loading ? t('Loading...') : t('Retry')}
+			marginInlineStart={4}
+			onClick={() => onClick()}
+		/>
+	);
+};
+
+export default RetryButton;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/forms/MessageForm/MessageForm.spec.tsx

@@ -0,0 +1,183 @@
+import { mockAppRoot } from '@rocket.chat/mock-providers';
+import { render, screen, waitFor } from '@testing-library/react';
+import userEvent from '@testing-library/user-event';
+import { axe } from 'jest-axe';
+
+import MessageForm from './MessageForm';
+import { createFakeContactWithManagerData } from '../../../../../../../../../tests/mocks/data';
+import { createFakeOutboundTemplate } from '../../../../../../../../../tests/mocks/data/outbound-message';
+
+const component = {
+	header: { type: 'header', text: 'New {{1}} appointment' },
+	body: { type: 'body', text: 'Hello {{1}}' },
+} as const;
+
+const template1 = createFakeOutboundTemplate({
+	id: 'template-1',
+	name: 'Template One',
+	components: [component.body],
+});
+
+export const template2 = createFakeOutboundTemplate({
+	id: 'template-2',
+	name: 'Template Two',
+	components: [component.header, component.body],
+});
+
+const mockTemplates = [template1, template2];
+const mockContact = createFakeContactWithManagerData({ _id: 'contact-1', name: 'John Doe' });
+
+const appRoot = mockAppRoot().withTranslations('en', 'core', {
+	Template: 'Template',
+	template: 'template',
+	Select_template: 'Select template',
+	Required_field: '{{field}} is required',
+	Template_message: 'Template message',
+	No_templates_available: 'No templates available',
+	Error_loading__name__information: 'Error loading {{name}} information',
+	Submit: 'Submit',
+});
+
+describe('MessageForm', () => {
+	const defaultProps = {
+		templates: mockTemplates,
+		contact: mockContact,
+		onSubmit: jest.fn(),
+	};
+
+	beforeEach(() => {
+		jest.clearAllMocks();
+	});
+
+	it('should pass accessibility tests', async () => {
+		const { container } = render(<MessageForm {...defaultProps} />, { wrapper: appRoot.build() });
+		const results = await axe(container);
+		expect(results).toHaveNoViolations();
+	});
+
+	it('should render correctly', async () => {
+		render(<MessageForm {...defaultProps} />, { wrapper: appRoot.build() });
+
+		expect(screen.getByLabelText('Template*')).toBeInTheDocument();
+	});
+
+	it('should render with default values', async () => {
+		const defaultValues = { templateId: 'template-1' };
+		render(<MessageForm {...defaultProps} defaultValues={defaultValues} />, { wrapper: appRoot.build() });
+
+		expect(screen.getByLabelText('Template*')).toHaveTextContent('Template One');
+	});
+
+	it('should show TemplateEditor when a template is selected', async () => {
+		render(<MessageForm {...defaultProps} />, { wrapper: appRoot.build() });
+
+		expect(screen.queryByText(component.body.text)).not.toBeInTheDocument();
+
+		await userEvent.click(screen.getByLabelText('Template*'));
+		await userEvent.click(await screen.findByRole('option', { name: /Template One/ }));
+
+		expect(screen.getByLabelText('Template*')).toHaveTextContent('Template One');
+
+		expect(await screen.findByText(component.body.text)).toBeInTheDocument();
+	});
+
+	it('should call onSubmit with correct data on successful submission', async () => {
+		const handleSubmit = jest.fn();
+		render(<MessageForm {...defaultProps} onSubmit={handleSubmit} />, { wrapper: appRoot.build() });
+
+		await userEvent.click(screen.getByLabelText('Template*'));
+		await userEvent.click(await screen.findByRole('option', { name: /Template One/ }));
+
+		await userEvent.type(screen.getByLabelText('Body {{1}}*'), 'Hello World');
+
+		await userEvent.click(screen.getByRole('button', { name: 'Submit' }));
+
+		await waitFor(() => {
+			expect(handleSubmit).toHaveBeenCalledWith(
+				expect.objectContaining({
+					templateId: 'template-1',
+					template: template1,
+					templateParameters: { body: [{ type: 'text', format: 'text', value: 'Hello World' }] },
+				}),
+			);
+		});
+	});
+
+	it('should show required error when submitting without a template', async () => {
+		const handleSubmit = jest.fn();
+		render(<MessageForm {...defaultProps} onSubmit={handleSubmit} />, { wrapper: appRoot.build() });
+
+		await userEvent.click(screen.getByRole('button', { name: 'Submit' }));
+
+		expect(await screen.findByText('Template message is required')).toBeInTheDocument();
+		expect(handleSubmit).not.toHaveBeenCalled();
+	});
+
+	it('should show "no templates available" error if templates array is empty', async () => {
+		const handleSubmit = jest.fn();
+		render(<MessageForm {...defaultProps} templates={[]} onSubmit={handleSubmit} />, { wrapper: appRoot.build() });
+
+		await userEvent.click(screen.getByRole('button', { name: 'Submit' }));
+
+		expect(await screen.findByText('No templates available')).toBeInTheDocument();
+		expect(handleSubmit).not.toHaveBeenCalled();
+	});
+
+	it('should throw an error if the selected template is not found on submit', async () => {
+		const handleSubmit = jest.fn();
+		const defaultValues = { templateId: 'template-1' };
+		render(<MessageForm {...defaultProps} templates={[template2]} defaultValues={defaultValues} onSubmit={handleSubmit} />, {
+			wrapper: appRoot.build(),
+		});
+
+		await userEvent.click(screen.getByRole('button', { name: 'Submit' }));
+
+		expect(screen.getByLabelText('Template*')).not.toHaveAccessibleDescription('Error loading template information');
+
+		expect(handleSubmit).not.toHaveBeenCalled();
+	});
+
+	it('should show parameter is required when submitting without filling all parameters', async () => {
+		const handleSubmit = jest.fn();
+		const defaultValues = { templateId: 'template-1' };
+		render(<MessageForm {...defaultProps} onSubmit={handleSubmit} defaultValues={defaultValues} />, { wrapper: appRoot.build() });
+
+		await userEvent.click(screen.getByRole('button', { name: 'Submit' }));
+
+		expect(screen.getByLabelText('Body {{1}}*')).toHaveAccessibleDescription('Body {{1}} is required');
+
+		expect(handleSubmit).not.toHaveBeenCalled();
+
+		await userEvent.type(screen.getByLabelText('Body {{1}}*'), 'Hello World');
+
+		await userEvent.click(screen.getByRole('button', { name: 'Submit' }));
+
+		expect(screen.getByLabelText('Body {{1}}*')).not.toHaveAccessibleDescription('Body {{1}} is required');
+
+		expect(handleSubmit).toHaveBeenCalled();
+	});
+
+	it('should render custom actions via renderActions prop', async () => {
+		const renderActions = jest.fn(({ isSubmitting }) => <button disabled={isSubmitting}>Custom Action</button>);
+		render(<MessageForm {...defaultProps} renderActions={renderActions} />, { wrapper: appRoot.build() });
+
+		expect(screen.getByRole('button', { name: 'Custom Action' })).toBeInTheDocument();
+		expect(screen.queryByRole('button', { name: 'Submit' })).not.toBeInTheDocument();
+		expect(renderActions).toHaveBeenCalledWith({ isSubmitting: false });
+	});
+
+	it('should clear parameters field when template changes', async () => {
+		const defaultValues = { templateId: 'template-1' };
+
+		render(<MessageForm {...defaultProps} templates={[template1, template2]} defaultValues={defaultValues} onSubmit={jest.fn()} />, {
+			wrapper: appRoot.build(),
+		});
+
+		await userEvent.type(screen.getByLabelText('Body {{1}}*'), 'Hello World');
+
+		await userEvent.click(screen.getByLabelText('Template*'));
+		await userEvent.click(await screen.findByRole('option', { name: /Template Two/ }));
+
+		expect(screen.getByLabelText('Body {{1}}*')).toHaveValue('');
+	});
+});

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/forms/MessageForm/MessageForm.tsx

@@ -0,0 +1,107 @@
+import type { IOutboundProviderTemplate, Serialized, ILivechatContact } from '@rocket.chat/core-typings';
+import { Box, Button, FieldGroup, Scrollable } from '@rocket.chat/fuselage';
+import { useStableCallback } from '@rocket.chat/fuselage-hooks';
+import { useToastBarDispatch } from '@rocket.chat/fuselage-toastbar';
+import type { ReactNode } from 'react';
+import { useId, useMemo } from 'react';
+import { useForm, useWatch } from 'react-hook-form';
+import { useTranslation } from 'react-i18next';
+
+import TemplateField from './components/TemplateField';
+import TemplatePlaceholderField from './components/TemplatePlaceholderField';
+import TemplatePreviewForm from './components/TemplatePreviewField';
+import type { TemplateParameters } from '../../../../types/template';
+import { extractParameterMetadata } from '../../../../utils/template';
+import Form from '../../components/OutboundMessageForm';
+import { FormFetchError } from '../../utils/errors';
+
+export type MessageFormData = {
+	templateId: string;
+	templateParameters: TemplateParameters;
+};
+
+export type MessageFormSubmitPayload = {
+	templateId: string;
+	template: IOutboundProviderTemplate;
+	templateParameters: TemplateParameters;
+};
+
+export type MessageFormProps = {
+	contact?: Omit<Serialized<ILivechatContact>, 'contactManager'>;
+	templates?: IOutboundProviderTemplate[];
+	onSubmit(values: MessageFormSubmitPayload): void;
+	renderActions?(state: { isSubmitting: boolean }): ReactNode;
+	defaultValues?: {
+		templateId?: string;
+		templateParameters?: TemplateParameters;
+	};
+};
+
+const MessageForm = (props: MessageFormProps) => {
+	const { defaultValues, templates, contact, renderActions, onSubmit } = props;
+	const dispatchToastMessage = useToastBarDispatch();
+	const { t } = useTranslation();
+	const messageFormId = useId();
+
+	const {
+		control,
+		formState: { isSubmitting },
+		handleSubmit,
+		setValue,
+	} = useForm<MessageFormData>({
+		mode: 'onChange',
+		defaultValues: {
+			templateParameters: defaultValues?.templateParameters ?? {},
+			templateId: defaultValues?.templateId ?? '',
+		},
+	});
+
+	const templateId = useWatch({ control, name: 'templateId' });
+	const template = useMemo(() => templates?.find((template) => template.id === templateId), [templates, templateId]);
+	const parametersMetadata = useMemo(() => (template ? extractParameterMetadata(template) : []), [template]);
+	const customActions = useMemo(() => renderActions?.({ isSubmitting }), [isSubmitting, renderActions]);
+
+	const submit = useStableCallback(async (values: MessageFormData) => {
+		try {
+			const { templateId, templateParameters } = values;
+
+			// It shouldn't be possible to get here without a template due to form validations.
+			// Adding this to be safe and ts compliant
+			if (!template) {
+				throw new FormFetchError('error-template-not-found');
+			}
+
+			onSubmit({ templateId, templateParameters, template });
+		} catch {
+			dispatchToastMessage({ type: 'error', message: t('Something_went_wrong') });
+		}
+	});
+
+	return (
+		<Form id={messageFormId} onSubmit={handleSubmit(submit)} noValidate>
+			<Scrollable vertical>
+				<FieldGroup justifyContent='start' paddingInline={2}>
+					<TemplateField control={control} templates={templates} onChange={() => setValue('templateParameters', {})} />
+
+					{parametersMetadata.map((metadata) => (
+						<TemplatePlaceholderField key={metadata.id} control={control} metadata={metadata} contact={contact} />
+					))}
+
+					{template ? <TemplatePreviewForm control={control} template={template} /> : null}
+				</FieldGroup>
+			</Scrollable>
+
+			{customActions ?? (
+				<Box marginBlockStart={24} display='flex' justifyContent='end'>
+					<Button type='submit' primary loading={isSubmitting}>
+						{t('Submit')}
+					</Button>
+				</Box>
+			)}
+		</Form>
+	);
+};
+
+MessageForm.displayName = 'MessageForm';
+
+export default MessageForm;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/forms/MessageForm/components/TemplateField.tsx

@@ -0,0 +1,83 @@
+import type { IOutboundProviderTemplate, Serialized } from '@rocket.chat/core-typings';
+import { Field, FieldError, FieldHint, FieldLabel, FieldRow } from '@rocket.chat/fuselage';
+import { useStableCallback } from '@rocket.chat/fuselage-hooks';
+import type { ComponentProps } from 'react';
+import { useId } from 'react';
+import type { Control } from 'react-hook-form';
+import { useController } from 'react-hook-form';
+import { useTranslation } from 'react-i18next';
+
+import { OUTBOUND_DOCS_LINK } from '../../../../../constants';
+import TemplateSelect from '../../../../TemplateSelect';
+import { cxp } from '../../../utils/cx';
+import type { MessageFormData } from '../MessageForm';
+
+export type TemplateFieldProps = ComponentProps<typeof Field> & {
+	control: Control<MessageFormData>;
+	templates: Serialized<IOutboundProviderTemplate>[] | undefined;
+	onChange?: (templateId: string) => void;
+};
+
+const TemplateField = ({ control, templates, onChange: onChangeExternal, ...props }: TemplateFieldProps) => {
+	const { t } = useTranslation();
+	const templateFieldId = useId();
+
+	const {
+		field: templateField,
+		fieldState: { error: templateFieldError },
+	} = useController({
+		control,
+		name: 'templateId',
+		rules: {
+			validate: {
+				// NOTE: The order of these validations matters
+				templatesNotFound: () => (!templates?.length ? t('No_templates_available') : true),
+				templateNotFound: (templateId) =>
+					templateId && !templates?.some((template) => template.id === templateId)
+						? t('Error_loading__name__information', { name: t('template') })
+						: true,
+				required: (value) => (!value?.trim() ? t('Required_field', { field: t('Template_message') }) : true),
+			},
+		},
+	});
+
+	const handleTemplateChange = useStableCallback((value: string) => {
+		onChangeExternal?.(value);
+		templateField.onChange(value);
+	});
+
+	return (
+		<Field {...props}>
+			<FieldLabel is='span' required id={templateFieldId}>
+				{t('Template')}
+			</FieldLabel>
+			<FieldRow>
+				<TemplateSelect
+					aria-labelledby={templateFieldId}
+					aria-invalid={!!templateFieldError}
+					aria-describedby={cxp(templateFieldId, {
+						error: !!templateFieldError,
+						hint: true,
+					})}
+					placeholder={t('Select_template')}
+					error={templateFieldError?.message}
+					templates={templates || []}
+					value={templateField.value}
+					onChange={handleTemplateChange}
+				/>
+			</FieldRow>
+			{templateFieldError && (
+				<FieldError aria-live='assertive' id={`${templateFieldId}-error`}>
+					{templateFieldError.message}
+				</FieldError>
+			)}
+			<FieldHint id={`${templateFieldId}-hint`}>
+				<a href={OUTBOUND_DOCS_LINK} target='_blank' rel='noopener noreferrer'>
+					{t('Learn_more')}
+				</a>
+			</FieldHint>
+		</Field>
+	);
+};
+
+export default TemplateField;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/forms/MessageForm/components/TemplatePlaceholderField.tsx

@@ -0,0 +1,61 @@
+import type { ILivechatContact, Serialized } from '@rocket.chat/core-typings';
+import { Field, FieldError, FieldLabel, FieldRow } from '@rocket.chat/fuselage';
+import type { ComponentProps } from 'react';
+import type { Control } from 'react-hook-form';
+import { useController } from 'react-hook-form';
+import { useTranslation } from 'react-i18next';
+
+import type { TemplateParameter, TemplateParameterMetadata } from '../../../../../types/template';
+import TemplatePlaceholderInput from '../../../../TemplatePlaceholderSelector';
+import type { MessageFormData } from '../MessageForm';
+
+export type TemplatePlaceholderFieldProps = ComponentProps<typeof Field> & {
+	control: Control<MessageFormData>;
+	metadata: TemplateParameterMetadata;
+	contact?: Omit<Serialized<ILivechatContact>, 'contactManager'>;
+};
+
+const TemplatePlaceholderField = ({ control, metadata, contact, ...props }: TemplatePlaceholderFieldProps) => {
+	const { t } = useTranslation();
+
+	const { id, type, name, placeholder, format, componentType, index } = metadata;
+	const fieldLabel = `${t(name)} ${placeholder}`;
+
+	const {
+		field,
+		fieldState: { error },
+	} = useController({
+		control,
+		name: `templateParameters.${componentType}.${index}` as const,
+		defaultValue: { type, value: '', format } as TemplateParameter,
+		rules: { validate: (param) => (!param?.value?.trim() ? t('Required_field', { field: fieldLabel }) : true) },
+		shouldUnregister: true,
+	});
+
+	return (
+		<Field key={id} {...props}>
+			<FieldLabel required htmlFor={id}>
+				{fieldLabel}
+			</FieldLabel>
+			<FieldRow>
+				<TemplatePlaceholderInput
+					id={id}
+					type={type}
+					name={field.name}
+					contact={contact}
+					aria-describedby={error ? `${id}-error` : undefined}
+					value={field.value?.value ?? ''}
+					error={error?.message}
+					onChange={(value) => field.onChange({ type, value, format })}
+				/>
+			</FieldRow>
+			{error ? (
+				<FieldError aria-live='assertive' id={`${id}-error`}>
+					{error.message}
+				</FieldError>
+			) : null}
+		</Field>
+	);
+};
+
+export default TemplatePlaceholderField;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/forms/MessageForm/components/TemplatePreviewField.tsx

@@ -0,0 +1,22 @@
+import type { IOutboundProviderTemplate } from '@rocket.chat/core-typings';
+import type { Control } from 'react-hook-form';
+import { useWatch } from 'react-hook-form';
+
+import TemplatePreview from '../../../../TemplatePreview';
+import type { MessageFormData } from '../MessageForm';
+
+export type TemplatePreviewFieldProps = {
+	control: Control<MessageFormData>;
+	template: IOutboundProviderTemplate;
+};
+
+/**
+ * This component exists to isolate the re-rendering that happens whenever templateParameters changes.
+ */
+const TemplatePreviewField = ({ control, template }: TemplatePreviewFieldProps) => {
+	const templateParameters = useWatch({ control, name: 'templateParameters' });
+
+	return <TemplatePreview template={template} parameters={templateParameters} />;
+};
+
+export default TemplatePreviewField;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/forms/MessageForm/index.ts

@@ -0,0 +1,2 @@
+export { default } from './MessageForm';
+export * from './MessageForm';

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/forms/RecipientForm/RecipientForm.spec.tsx

@@ -0,0 +1,484 @@
+import { mockAppRoot } from '@rocket.chat/mock-providers';
+import { screen, render, waitFor } from '@testing-library/react';
+import userEvent from '@testing-library/user-event';
+import { axe } from 'jest-axe';
+import { VirtuosoMockContext } from 'react-virtuoso';
+
+import RecipientForm from './RecipientForm';
+import { createFakeContactChannel, createFakeContactWithManagerData } from '../../../../../../../../../tests/mocks/data';
+import { createFakeOutboundTemplate, createFakeProviderMetadata } from '../../../../../../../../../tests/mocks/data/outbound-message';
+import type { OmnichannelContextValue } from '../../../../../../../../contexts/OmnichannelContext';
+import { OmnichannelContext } from '../../../../../../../../contexts/OmnichannelContext';
+
+const recipientOnePhoneNumber = '+12125554567';
+const recipientTwoPhoneNumber = '+12125557788';
+const senderOnePhoneNumber = '+12127774567';
+const senderTwoPhoneNumber = '+12127778877';
+
+const contactOneMock = createFakeContactWithManagerData({
+	_id: 'contact-1',
+	name: 'Contact 1',
+	phones: [{ phoneNumber: recipientOnePhoneNumber }],
+	unknown: false,
+	channels: [
+		createFakeContactChannel({
+			name: 'provider-1',
+			lastChat: { _id: '', ts: new Date().toISOString() },
+		}),
+	],
+});
+
+const contactTwoMock = createFakeContactWithManagerData({
+	_id: 'contact-2',
+	name: 'Contact 2',
+	phones: [{ phoneNumber: recipientTwoPhoneNumber }],
+	unknown: false,
+	channels: [
+		createFakeContactChannel({
+			name: 'provider-2',
+			lastChat: { _id: '', ts: new Date().toISOString() },
+		}),
+	],
+});
+
+const getContactMock = jest.fn().mockImplementation(() => ({ contact: contactOneMock }));
+const getContactsMock = jest.fn().mockImplementation(() => ({
+	contacts: [contactOneMock, contactTwoMock],
+	count: 2,
+	offset: 0,
+	total: 2,
+	success: true,
+}));
+
+const providerOneMock = createFakeProviderMetadata({
+	providerId: 'provider-1',
+	providerName: 'Provider 1',
+	templates: {
+		[senderOnePhoneNumber]: [createFakeOutboundTemplate({ phoneNumber: senderOnePhoneNumber })],
+	},
+});
+
+const providerTwoMock = createFakeProviderMetadata({
+	providerId: 'provider-2',
+	providerName: 'Provider 2',
+	templates: {
+		[senderTwoPhoneNumber]: [createFakeOutboundTemplate({ phoneNumber: senderTwoPhoneNumber })],
+	},
+});
+
+const getProvidersMock = jest.fn().mockImplementation(() => ({ providers: [providerOneMock, providerTwoMock] }));
+const getProviderMock = jest.fn().mockImplementation(() => ({ metadata: providerOneMock }));
+
+const appRoot = mockAppRoot()
+	.withJohnDoe()
+	.withEndpoint('GET', '/v1/omnichannel/contacts.get', () => getContactMock())
+	.withEndpoint('GET', '/v1/omnichannel/contacts.search', () => getContactsMock())
+	.withEndpoint('GET', '/v1/omnichannel/outbound/providers', () => getProvidersMock())
+	.withEndpoint('GET', '/v1/omnichannel/outbound/providers/:id/metadata', () => getProviderMock())
+	.withTranslations('en', 'core', {
+		Error_loading__name__information: 'Error loading {{name}} information',
+		Last_contact__time__: 'Last contact {{time, relativeTime}}',
+		No_phone_number_yet_edit_contact: 'No phone number yet <1>Edit contact</1>',
+		No_phone_number_available_for_selected_channel: 'No phone number available for the selected channel',
+		Submit: 'Submit',
+	})
+	.wrap((children) => (
+		<VirtuosoMockContext.Provider value={{ viewportHeight: 300, itemHeight: 28 }}>
+			<OmnichannelContext.Provider value={{ enabled: true } as OmnichannelContextValue}>{children}</OmnichannelContext.Provider>
+		</VirtuosoMockContext.Provider>
+	));
+
+describe('RecipientForm', () => {
+	const defaultProps = {
+		onDirty: jest.fn(),
+		onSubmit: jest.fn(),
+	};
+
+	beforeEach(() => {
+		jest.clearAllMocks();
+	});
+
+	it('renders correctly with all required fields', async () => {
+		render(<RecipientForm {...defaultProps} />, { wrapper: appRoot.build() });
+
+		expect(screen.getByLabelText('Contact*')).toBeInTheDocument();
+		expect(screen.getByLabelText('Channel*')).toBeInTheDocument();
+		expect(screen.getByLabelText('To*')).toBeInTheDocument();
+		expect(screen.getByLabelText('From*')).toBeInTheDocument();
+
+		await waitFor(() => expect(screen.getByLabelText('Contact*')).not.toHaveAttribute('aria-disabled'));
+		await waitFor(() => expect(screen.getByLabelText('Channel*')).toHaveAttribute('aria-disabled', 'true'));
+		expect(screen.getByLabelText('To*')).toHaveClass('disabled');
+		expect(screen.getByLabelText('From*')).toHaveClass('disabled');
+	});
+
+	it('should pass accessibility tests', async () => {
+		const { container } = render(<RecipientForm {...defaultProps} />, { wrapper: appRoot.build() });
+		const results = await axe(container);
+		expect(results).toHaveNoViolations();
+	});
+
+	it('should render with default values', async () => {
+		const defaultValues = {
+			contactId: 'contact-1',
+			providerId: 'provider-1',
+			recipient: recipientOnePhoneNumber,
+			sender: senderOnePhoneNumber,
+		};
+
+		render(<RecipientForm defaultValues={defaultValues} {...defaultProps} />, { wrapper: appRoot.build() });
+
+		await waitFor(() => expect(screen.getByLabelText('Contact*')).toHaveTextContent('Contact 1'));
+		await waitFor(() => expect(screen.getByLabelText('Channel*')).toHaveTextContent('Provider 1'));
+		expect(screen.getByLabelText('To*')).toHaveTextContent(/\+1 212-555-4567/);
+		expect(screen.getByLabelText('From*')).toHaveTextContent(/\+1 212-777-4567/);
+	});
+
+	it('should disable provider selection when no contact is selected', async () => {
+		render(<RecipientForm {...defaultProps} />, { wrapper: appRoot.build() });
+
+		await waitFor(() => expect(screen.getByLabelText('Contact*')).not.toHaveAttribute('aria-disabled'));
+		expect(screen.getByLabelText('Channel*')).toHaveAttribute('aria-disabled', 'true');
+	});
+
+	it('should disable recipient selection when no provider is selected', async () => {
+		const defaultValues = { contactId: 'contact-1' };
+		render(<RecipientForm {...defaultProps} defaultValues={defaultValues} />, { wrapper: appRoot.build() });
+
+		await waitFor(() => expect(screen.getByLabelText('Channel*')).toHaveAttribute('aria-disabled', 'false'));
+		expect(screen.getByLabelText('To*')).toHaveClass('disabled');
+	});
+
+	it('should disable sender selection when no recipient is selected', async () => {
+		const defaultValues = { contactId: 'contact-1', providerId: 'provider-1' };
+
+		render(<RecipientForm {...defaultProps} defaultValues={defaultValues} />, { wrapper: appRoot.build() });
+
+		await waitFor(() => expect(screen.getByLabelText('To*')).not.toHaveClass('disabled'));
+		expect(screen.getByLabelText('From*')).toHaveClass('disabled');
+	});
+
+	it('should show retry button when contact fetch fails', async () => {
+		getContactMock.mockImplementationOnce(() => Promise.reject());
+
+		render(<RecipientForm defaultValues={{ contactId: 'contact-1' }} {...defaultProps} />, { wrapper: appRoot.build() });
+
+		await waitFor(() => expect(screen.getByLabelText('Contact*')).toHaveAccessibleDescription('Error loading contact information'));
+
+		const retryButton = screen.getByRole('button', { name: 'Retry' });
+		expect(retryButton).toBeInTheDocument();
+	});
+
+	it('should show retry button when contact is unknown', async () => {
+		getContactMock.mockImplementationOnce(() => ({ contact: createFakeContactWithManagerData({ _id: 'contact-1', unknown: true }) }));
+
+		render(<RecipientForm defaultValues={{ contactId: 'contact-1' }} {...defaultProps} />, { wrapper: appRoot.build() });
+
+		await waitFor(() => expect(screen.getByLabelText('Contact*')).toHaveAccessibleDescription('Error loading contact information'));
+
+		const retryButton = screen.getByRole('button', { name: 'Retry' });
+		expect(retryButton).toBeInTheDocument();
+	});
+
+	it('should disable recipient field when contact fetch fails', async () => {
+		getContactMock.mockImplementationOnce(() => Promise.reject());
+		const defaultValues = {
+			contactId: 'contact-1',
+			providerId: 'provider-1',
+		};
+
+		render(<RecipientForm defaultValues={defaultValues} {...defaultProps} />, { wrapper: appRoot.build() });
+
+		await waitFor(() => expect(screen.getByLabelText('To*')).not.toHaveTextContent('Loading...'));
+		expect(screen.getByLabelText('To*')).toHaveClass('disabled');
+	});
+
+	it('should show retry button when provider fetch fails', async () => {
+		getProviderMock.mockImplementationOnce(() => Promise.reject());
+
+		render(<RecipientForm defaultValues={{ contactId: 'contact-1', providerId: 'provider-1' }} {...defaultProps} />, {
+			wrapper: appRoot.build(),
+		});
+
+		const channelErrorMessage = await screen.findByText('Error loading channel information');
+		expect(channelErrorMessage).toBeInTheDocument();
+
+		const retryButton = screen.getByRole('button', { name: 'Retry' });
+		expect(retryButton).toBeInTheDocument();
+	});
+
+	it('should disable sender when provider fetch fails', async () => {
+		getProviderMock.mockImplementationOnce(() => Promise.reject());
+
+		render(<RecipientForm defaultValues={{ contactId: 'contact-1', providerId: 'provider-1' }} {...defaultProps} />, {
+			wrapper: appRoot.build(),
+		});
+
+		await waitFor(() => expect(screen.getByLabelText('From*')).not.toHaveTextContent('Loading...'));
+		expect(screen.getByLabelText('From*')).toHaveClass('disabled');
+	});
+
+	it('should call retry contact fetch when retry button is clicked', async () => {
+		getContactMock.mockImplementationOnce(() => Promise.reject());
+
+		render(<RecipientForm defaultValues={{ contactId: 'contact-1' }} {...defaultProps} />, {
+			wrapper: appRoot.build(),
+		});
+
+		expect(await screen.findByText('Error loading contact information')).toBeInTheDocument();
+
+		const retryButton = screen.getByRole('button', { name: 'Retry' });
+		await userEvent.click(retryButton);
+
+		await waitFor(() => expect(screen.queryByText('Error loading contact information')).not.toBeInTheDocument());
+	});
+
+	it('should call retry channel fetch when retry button is clicked', async () => {
+		getProviderMock.mockImplementationOnce(() => Promise.reject());
+
+		render(<RecipientForm defaultValues={{ contactId: 'contact-1', providerId: 'provider-1' }} {...defaultProps} />, {
+			wrapper: appRoot.build(),
+		});
+
+		expect(await screen.findByText('Error loading channel information')).toBeInTheDocument();
+
+		const retryButton = screen.getByRole('button', { name: 'Retry' });
+		await userEvent.click(retryButton);
+
+		await waitFor(() => expect(screen.queryByText('Error loading channel information')).not.toBeInTheDocument());
+	});
+
+	it('should display channel hint when provider has lastChat', async () => {
+		render(<RecipientForm defaultValues={{ contactId: 'contact-1', providerId: 'provider-1' }} {...defaultProps} />, {
+			wrapper: appRoot.build(),
+		});
+
+		await waitFor(() => expect(screen.getByLabelText('Channel*')).toHaveAccessibleDescription('Last contact less than a minute ago'));
+	});
+
+	it('should call onSubmit with correct values when form is submitted', async () => {
+		const handleSubmit = jest.fn();
+		const defaultValues = {
+			contactId: 'contact-1',
+			providerId: 'provider-1',
+			recipient: recipientOnePhoneNumber,
+			sender: senderOnePhoneNumber,
+		};
+
+		render(<RecipientForm {...defaultProps} defaultValues={defaultValues} onSubmit={handleSubmit} />, {
+			wrapper: appRoot.build(),
+		});
+
+		await userEvent.click(screen.getByRole('button', { name: 'Submit' }));
+
+		await waitFor(() =>
+			expect(handleSubmit).toHaveBeenCalledWith({
+				contactId: 'contact-1',
+				providerId: 'provider-1',
+				recipient: recipientOnePhoneNumber,
+				sender: senderOnePhoneNumber,
+				contact: contactOneMock,
+				provider: providerOneMock,
+			}),
+		);
+	});
+
+	it('should not call onSubmit when form is invalid', async () => {
+		const handleSubmit = jest.fn();
+
+		render(<RecipientForm {...defaultProps} onSubmit={handleSubmit} />, {
+			wrapper: appRoot.build(),
+		});
+
+		await userEvent.click(screen.getByRole('button', { name: 'Submit' }));
+
+		await waitFor(() => expect(handleSubmit).not.toHaveBeenCalled());
+	});
+
+	it('should display no phone number error when contact has no phones', async () => {
+		const handleSubmit = jest.fn();
+		getContactMock.mockImplementationOnce(() => ({
+			contact: createFakeContactWithManagerData({ ...contactOneMock, phones: undefined }),
+		}));
+
+		const defaultValues = {
+			contactId: 'contact-1',
+			providerId: 'provider-1',
+		};
+
+		render(<RecipientForm {...defaultProps} defaultValues={defaultValues} onSubmit={handleSubmit} />, {
+			wrapper: appRoot.build(),
+		});
+
+		await userEvent.click(screen.getByRole('button', { name: 'Submit' }));
+
+		const errorMessage = await screen.findByText(/No phone number yet/);
+		expect(errorMessage).toBeInTheDocument();
+
+		const editLink = screen.getByText(/edit contact/i);
+		expect(editLink).toBeInTheDocument();
+	});
+
+	it('should call onDirty when form becomes dirty', async () => {
+		const mockOnDirty = jest.fn();
+		const defaultValues = {
+			contactId: 'contact-1',
+			providerId: 'provider-1',
+			recipient: recipientOnePhoneNumber,
+		};
+
+		render(<RecipientForm {...defaultProps} defaultValues={defaultValues} onDirty={mockOnDirty} />, {
+			wrapper: appRoot.build(),
+		});
+
+		await userEvent.click(screen.getByLabelText('From*'));
+
+		const phoneOption = await screen.findByRole('option', { name: '+1 212-777-4567' });
+		expect(phoneOption).toBeInTheDocument();
+
+		await userEvent.click(phoneOption);
+
+		expect(mockOnDirty).toHaveBeenCalledTimes(1);
+	});
+
+	it('should clear recipient field when contact changes', async () => {
+		getContactMock.mockImplementationOnce(() => ({ contact: contactOneMock }));
+		getContactMock.mockImplementationOnce(() => ({ contact: contactTwoMock }));
+
+		const defaultValues = {
+			contactId: 'contact-1',
+			providerId: 'provider-1',
+			recipient: recipientOnePhoneNumber,
+		};
+
+		render(<RecipientForm {...defaultProps} defaultValues={defaultValues} onSubmit={jest.fn()} />, {
+			wrapper: appRoot.build(),
+		});
+
+		await waitFor(() => expect(screen.getByLabelText('To*')).toHaveTextContent(/\+1 212-555-4567/));
+
+		await userEvent.click(screen.getByLabelText('Contact*'));
+		await userEvent.click(await screen.findByRole('option', { name: /Contact 2/ }));
+
+		await waitFor(() => expect(screen.getByLabelText('To*')).toHaveTextContent('Contact_detail'));
+	});
+
+	it('should validate sender when no phone numbers available for selected channel', async () => {
+		const handleSubmit = jest.fn();
+		getProviderMock.mockImplementationOnce(() => ({
+			metadata: createFakeProviderMetadata({ ...providerOneMock, templates: {} }),
+		}));
+
+		const defaultValues = {
+			contactId: 'contact-1',
+			providerId: 'provider-1',
+			recipient: recipientOnePhoneNumber,
+		};
+
+		render(<RecipientForm {...defaultProps} defaultValues={defaultValues} onSubmit={handleSubmit} />, {
+			wrapper: appRoot.build(),
+		});
+
+		await userEvent.click(screen.getByRole('button', { name: 'Submit' }));
+
+		expect(screen.getByLabelText('From*')).toHaveAccessibleDescription('No phone number available for the selected channel');
+	});
+
+	it('should clear sender field when provider changes', async () => {
+		getProviderMock.mockImplementationOnce(() => ({ metadata: providerOneMock }));
+		getProviderMock.mockImplementationOnce(() => ({ metadata: providerTwoMock }));
+
+		const defaultValues = {
+			contactId: 'contact-1',
+			providerId: 'provider-1',
+			recipient: recipientOnePhoneNumber,
+			sender: senderOnePhoneNumber,
+		};
+
+		render(<RecipientForm {...defaultProps} defaultValues={defaultValues} onSubmit={jest.fn()} />, {
+			wrapper: appRoot.build(),
+		});
+
+		await waitFor(() => expect(screen.getByLabelText('From*')).toHaveTextContent(/\+1 212-777-4567/));
+
+		await userEvent.click(screen.getByLabelText('Channel*'));
+		await userEvent.click(await screen.findByRole('option', { name: /Provider 2/ }));
+
+		await waitFor(() => expect(screen.getByLabelText('From*')).toHaveTextContent('Workspace_detail'));
+	});
+
+	it('should validate contact field is required', async () => {
+		const handleSubmit = jest.fn();
+		render(<RecipientForm {...defaultProps} onSubmit={handleSubmit} />, {
+			wrapper: appRoot.build(),
+		});
+
+		await userEvent.click(screen.getByRole('button', { name: 'Submit' }));
+		expect(screen.getByLabelText('Contact*')).toHaveAccessibleDescription('Required_field');
+
+		await userEvent.click(screen.getByLabelText('Contact*'));
+		await userEvent.click(await screen.findByRole('option', { name: /Contact 1/ }));
+
+		expect(screen.getByLabelText('Contact*')).not.toHaveAccessibleDescription('Required_field');
+	});
+
+	it('should validate channel field is required', async () => {
+		const handleSubmit = jest.fn();
+		const defaultValues = {
+			contactId: 'contact-1',
+		};
+		render(<RecipientForm {...defaultProps} defaultValues={defaultValues} onSubmit={handleSubmit} />, {
+			wrapper: appRoot.build(),
+		});
+
+		await userEvent.click(screen.getByRole('button', { name: 'Submit' }));
+		expect(screen.getByLabelText('Channel*')).toHaveAccessibleDescription('Required_field');
+
+		await userEvent.click(screen.getByLabelText('Channel*'));
+		await userEvent.click(await screen.findByRole('option', { name: /Provider 1/ }));
+
+		expect(screen.getByLabelText('Channel*')).not.toHaveAccessibleDescription('Required_field');
+		await waitFor(() => expect(handleSubmit).not.toHaveBeenCalled());
+	});
+
+	it('should validate recipient field is required', async () => {
+		const handleSubmit = jest.fn();
+		const defaultValues = {
+			contactId: 'contact-1',
+			providerId: 'provider-1',
+		};
+		render(<RecipientForm {...defaultProps} defaultValues={defaultValues} onSubmit={handleSubmit} />, {
+			wrapper: appRoot.build(),
+		});
+
+		await userEvent.click(screen.getByRole('button', { name: 'Submit' }));
+		expect(screen.getByLabelText('To*')).toHaveAccessibleDescription('Required_field');
+
+		await userEvent.click(screen.getByLabelText('To*'));
+		await userEvent.click(await screen.findByRole('option', { name: /\+1 212-555-4567/ }));
+
+		expect(screen.getByLabelText('To*')).not.toHaveAccessibleDescription('Required_field');
+		await waitFor(() => expect(handleSubmit).not.toHaveBeenCalled());
+	});
+
+	it('should validate sender field is required', async () => {
+		const handleSubmit = jest.fn();
+		const defaultValues = {
+			contactId: 'contact-1',
+			providerId: 'provider-1',
+			recipient: recipientOnePhoneNumber,
+		};
+		render(<RecipientForm {...defaultProps} defaultValues={defaultValues} onSubmit={handleSubmit} />, {
+			wrapper: appRoot.build(),
+		});
+
+		await userEvent.click(screen.getByRole('button', { name: 'Submit' }));
+		expect(screen.getByLabelText('From*')).toHaveAccessibleDescription('Required_field');
+
+		await userEvent.click(screen.getByLabelText('From*'));
+		await userEvent.click(await screen.findByRole('option', { name: /\+1 212-777-4567/ }));
+
+		expect(screen.getByLabelText('From*')).not.toHaveAccessibleDescription('Required_field');
+		await waitFor(() => expect(handleSubmit).not.toHaveBeenCalled());
+	});
+});

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/forms/RecipientForm/RecipientForm.tsx

@@ -0,0 +1,229 @@
+import type { IOutboundProviderMetadata, Serialized, ILivechatContact } from '@rocket.chat/core-typings';
+import { Box, Button, FieldGroup, Scrollable } from '@rocket.chat/fuselage';
+import { useStableCallback } from '@rocket.chat/fuselage-hooks';
+import { useToastBarDispatch } from '@rocket.chat/fuselage-toastbar';
+import { useEndpoint } from '@rocket.chat/ui-contexts';
+import { useQuery } from '@tanstack/react-query';
+import type { ReactNode } from 'react';
+import { useEffect, useId, useMemo } from 'react';
+import { useForm, useWatch } from 'react-hook-form';
+import { useTranslation } from 'react-i18next';
+
+import ChannelField from './components/ChannelField';
+import ContactField from './components/ContactField';
+import RecipientField from './components/RecipientField';
+import SenderField from './components/SenderField';
+import { omnichannelQueryKeys } from '../../../../../../../../lib/queryKeys';
+import Form from '../../components/OutboundMessageForm';
+import { ContactNotFoundError, ProviderNotFoundError } from '../../utils/errors';
+
+export type RecipientFormData = {
+	contactId: string;
+	providerId: string;
+	recipient: string;
+	sender: string;
+};
+
+export type RecipientFormSubmitPayload = {
+	contactId: string;
+	contact: Serialized<ILivechatContact>;
+	providerId: string;
+	provider: IOutboundProviderMetadata;
+	recipient: string;
+	sender: string;
+};
+
+export type RecipientFormProps = {
+	defaultValues?: Partial<RecipientFormData>;
+	onDirty?(): void;
+	onSubmit(values: RecipientFormSubmitPayload): void;
+	renderActions?(state: { isSubmitting: boolean }): ReactNode;
+};
+
+const RecipientForm = (props: RecipientFormProps) => {
+	const { defaultValues, renderActions, onDirty, onSubmit } = props;
+	const dispatchToastMessage = useToastBarDispatch();
+
+	const { trigger, control, handleSubmit, formState, clearErrors, setValue } = useForm<RecipientFormData>({
+		mode: 'onChange',
+		defaultValues: {
+			contactId: defaultValues?.contactId ?? '',
+			providerId: defaultValues?.providerId ?? '',
+			recipient: defaultValues?.recipient ?? '',
+			sender: defaultValues?.sender ?? '',
+		},
+	});
+
+	const { isDirty, isSubmitting } = formState;
+
+	const recipientFormId = useId();
+
+	const [contactId, providerId, recipient] = useWatch({
+		name: ['contactId', 'providerId', 'recipient'],
+		control,
+	});
+	const { t } = useTranslation();
+
+	const getContact = useEndpoint('GET', '/v1/omnichannel/contacts.get');
+	const getProvider = useEndpoint('GET', '/v1/omnichannel/outbound/providers/:id/metadata', { id: providerId });
+
+	const customActions = useMemo(() => renderActions?.({ isSubmitting }), [isSubmitting, renderActions]);
+
+	const {
+		data: contact,
+		isError: isErrorContact,
+		isSuccess: isSuccessContact,
+		isFetching: isFetchingContact,
+		refetch: refetchContact,
+	} = useQuery({
+		queryKey: omnichannelQueryKeys.contact(contactId),
+		queryFn: async () => {
+			const data = await getContact({ contactId });
+
+			// TODO: Can be safely removed once unknown contacts handling is added to the endpoint
+			if (data?.contact && data.contact.unknown) {
+				throw new ContactNotFoundError();
+			}
+
+			return data;
+		},
+		staleTime: 5 * 60 * 1000,
+		select: (data) => data?.contact || undefined,
+		enabled: !!contactId,
+	});
+
+	const {
+		data: provider,
+		isError: isErrorProvider,
+		isSuccess: isSuccessProvider,
+		isFetching: isFetchingProvider,
+		refetch: refetchProvider,
+	} = useQuery({
+		queryKey: omnichannelQueryKeys.outboundProviderMetadata(providerId),
+		queryFn: () => getProvider(),
+		select: (data) => data?.metadata,
+		staleTime: 5 * 60 * 1000,
+		enabled: !!providerId,
+	});
+
+	const hasRecipientOptions = !!contact && !!contact.phones?.length;
+	const hasProviderOptions = !!provider && !!Object.keys(provider.templates).length;
+	const isContactNotFound = isSuccessContact && !contact;
+	const isProviderNotFound = isSuccessProvider && !provider;
+
+	const validateContactField = useStableCallback((shouldValidate = false) => {
+		trigger('contactId');
+		setValue('recipient', '', { shouldValidate });
+	});
+
+	const validateProviderField = useStableCallback((shouldValidate = false) => {
+		trigger('providerId');
+		setValue('sender', '', { shouldValidate });
+	});
+
+	useEffect(() => {
+		if (isSuccessContact && !hasRecipientOptions) {
+			trigger('recipient');
+		}
+
+		return () => clearErrors('recipient');
+	}, [clearErrors, trigger, hasRecipientOptions, isSuccessContact]);
+
+	useEffect(() => {
+		if (isSuccessProvider && !hasProviderOptions) {
+			trigger('sender');
+		}
+
+		return () => clearErrors('sender');
+	}, [clearErrors, trigger, hasProviderOptions, isSuccessProvider]);
+
+	useEffect(() => {
+		isErrorContact && validateContactField();
+		return () => clearErrors('contactId');
+	}, [clearErrors, isErrorContact, validateContactField]);
+
+	useEffect(() => {
+		isErrorProvider && validateProviderField();
+		return () => clearErrors('providerId');
+	}, [clearErrors, isErrorProvider, validateProviderField]);
+
+	useEffect(() => {
+		isDirty && onDirty && onDirty();
+	}, [isDirty, onDirty]);
+
+	const submit = useStableCallback(async (values: RecipientFormData) => {
+		try {
+			// Wait if contact or provider is still being fetched in background
+			const [updatedContact, updatedProvider] = await Promise.all([
+				isFetchingContact ? refetchContact().then((r) => r.data) : Promise.resolve(contact),
+				isFetchingProvider ? refetchProvider().then((r) => r.data) : Promise.resolve(provider),
+			]);
+
+			if (!updatedContact) {
+				throw new ContactNotFoundError();
+			}
+
+			if (!updatedProvider) {
+				throw new ProviderNotFoundError();
+			}
+
+			onSubmit({ ...values, provider: updatedProvider, contact: updatedContact });
+		} catch (error) {
+			if (error instanceof ContactNotFoundError) {
+				validateContactField(true);
+				return;
+			}
+
+			if (error instanceof ProviderNotFoundError) {
+				validateProviderField(true);
+				return;
+			}
+
+			dispatchToastMessage({ type: 'error', message: t('Something_went_wrong') });
+		}
+	});
+
+	return (
+		<Form id={recipientFormId} onSubmit={handleSubmit(submit)} noValidate>
+			<Scrollable vertical>
+				<FieldGroup justifyContent='start' paddingInline={2}>
+					<ContactField
+						control={control}
+						isError={isErrorContact || isContactNotFound}
+						isFetching={isFetchingContact}
+						onRetry={refetchContact}
+					/>
+
+					<ChannelField
+						control={control}
+						contact={contact}
+						disabled={!contactId}
+						isFetching={isFetchingProvider}
+						isError={isErrorProvider || isProviderNotFound}
+						onRetry={refetchProvider}
+					/>
+
+					<RecipientField
+						control={control}
+						contact={contact}
+						type={provider?.providerType || 'phone'}
+						disabled={!providerId || !contact}
+						isLoading={isFetchingContact}
+					/>
+
+					<SenderField control={control} provider={provider} disabled={!recipient || !provider} isLoading={isFetchingProvider} />
+				</FieldGroup>
+			</Scrollable>
+
+			{customActions ?? (
+				<Box marginBlockStart={24} display='flex' justifyContent='end' flexGrow={0} flexShrink={0}>
+					<Button type='submit' primary loading={isSubmitting}>
+						{t('Submit')}
+					</Button>
+				</Box>
+			)}
+		</Form>
+	);
+};
+
+export default RecipientForm;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/forms/RecipientForm/components/ChannelField.tsx

@@ -0,0 +1,90 @@
+import type { Serialized, ILivechatContact } from '@rocket.chat/core-typings';
+import { Field, FieldError, FieldHint, FieldLabel, FieldRow } from '@rocket.chat/fuselage';
+import { useId, useMemo } from 'react';
+import type { ComponentProps } from 'react';
+import type { Control } from 'react-hook-form';
+import { useController } from 'react-hook-form';
+import { useTranslation } from 'react-i18next';
+
+import { useTimeFromNow } from '../../../../../../../../../hooks/useTimeFromNow';
+import { findLastChatFromChannel } from '../../../../../utils/findLastChatFromChannel';
+import AutoCompleteOutboundProvider from '../../../../AutoCompleteOutboundProvider';
+import RetryButton from '../../../components/RetryButton';
+import { cxp } from '../../../utils/cx';
+import type { RecipientFormData } from '../RecipientForm';
+
+export type ProviderFieldProps = ComponentProps<typeof Field> & {
+	control: Control<RecipientFormData>;
+	contact?: Omit<Serialized<ILivechatContact>, 'contactManager'>;
+	disabled?: boolean;
+	isError: boolean;
+	isFetching: boolean;
+	onRetry: () => void;
+};
+
+const ProviderField = ({
+	control,
+	contact,
+	disabled = false,
+	isError = false,
+	isFetching = false,
+	onRetry,
+	...props
+}: ProviderFieldProps) => {
+	const { t } = useTranslation();
+	const channelFieldId = useId();
+	const getTimeFromNow = useTimeFromNow(true);
+
+	const {
+		field: providerField,
+		fieldState: { error: providerFieldError },
+	} = useController({
+		control,
+		name: 'providerId',
+		rules: {
+			validate: {
+				fetchError: () => (isError ? t('Error_loading__name__information', { name: t('channel') }) : true),
+				required: (value) => (!value ? t('Required_field', { field: t('Channel') }) : true),
+			},
+		},
+	});
+
+	const providerLastChat = useMemo(() => {
+		return findLastChatFromChannel(contact?.channels, providerField.value);
+	}, [contact?.channels, providerField.value]);
+
+	return (
+		<Field {...props}>
+			<FieldLabel is='span' required id={channelFieldId}>
+				{t('Channel')}
+			</FieldLabel>
+			<FieldRow>
+				<AutoCompleteOutboundProvider
+					contact={contact}
+					aria-labelledby={channelFieldId}
+					aria-invalid={!!providerFieldError}
+					aria-describedby={cxp(channelFieldId, {
+						error: !!providerFieldError,
+						hint: !!providerLastChat,
+					})}
+					error={providerFieldError?.message}
+					disabled={disabled}
+					placeholder={t('Select_channel')}
+					value={providerField.value}
+					onChange={providerField.onChange}
+				/>
+			</FieldRow>
+			{providerFieldError && (
+				<FieldError aria-live='assertive' id={`${channelFieldId}-error`} display='flex' alignItems='center'>
+					{providerFieldError.message}
+					{isError && <RetryButton loading={isFetching} onClick={onRetry} />}
+				</FieldError>
+			)}
+			{providerLastChat && (
+				<FieldHint id={`${channelFieldId}-hint`}>{t('Last_contact__time__', { time: getTimeFromNow(providerLastChat) })}</FieldHint>
+			)}
+		</Field>
+	);
+};
+
+export default ProviderField;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/forms/RecipientForm/components/ContactField.tsx

@@ -0,0 +1,85 @@
+import { Box, Field, FieldError, FieldLabel, FieldRow, Option, OptionContent, OptionDescription } from '@rocket.chat/fuselage';
+import { useStableCallback } from '@rocket.chat/fuselage-hooks';
+import { UserAvatar } from '@rocket.chat/ui-avatar';
+import { useId } from 'react';
+import type { ComponentProps } from 'react';
+import { useController, type Control } from 'react-hook-form';
+import { useTranslation } from 'react-i18next';
+
+import { formatPhoneNumber } from '../../../../../../../../../lib/formatPhoneNumber';
+import AutoCompleteContact from '../../../../../../AutoCompleteContact';
+import RetryButton from '../../../components/RetryButton';
+import type { RecipientFormData } from '../RecipientForm';
+
+export type ContactFieldProps = ComponentProps<typeof Field> & {
+	control: Control<RecipientFormData>;
+	isError: boolean;
+	isFetching: boolean;
+	onRetry: () => void;
+};
+
+type RenderFnType = Required<ComponentProps<typeof AutoCompleteContact>>['renderItem'];
+
+const ContactField = ({ control, isError = false, isFetching = false, onRetry, ...props }: ContactFieldProps) => {
+	const { t } = useTranslation();
+	const contactFieldId = useId();
+
+	const {
+		field: contactField,
+		fieldState: { error: contactFieldError },
+	} = useController({
+		control,
+		name: 'contactId',
+		rules: {
+			validate: {
+				fetchError: () => (isError ? t('Error_loading__name__information', { name: t('contact') }) : true),
+				required: (value) => (!value ? t('Required_field', { field: t('Contact') }) : true),
+			},
+		},
+	});
+
+	const renderContactOption = useStableCallback<RenderFnType>(({ label, ...props }, { phones }) => {
+		const phoneList = phones?.map((p) => formatPhoneNumber(p.phoneNumber)).join(', ');
+
+		return (
+			<Option {...props} avatar={<UserAvatar title={label} username={label} size='x20' />}>
+				<Box is={OptionContent} marginInlineEnd='auto' flexGrow={0} flexShrink={0} flexBasis={0}>
+					{label}
+				</Box>
+				{phones?.length ? (
+					<Box withTruncatedText flexGrow={0} flexShrink={1} title={phoneList}>
+						<OptionDescription>{`(${phoneList})`}</OptionDescription>
+					</Box>
+				) : null}
+			</Option>
+		);
+	});
+
+	return (
+		<Field {...props}>
+			<FieldLabel is='span' required id={contactFieldId}>
+				{t('Contact')}
+			</FieldLabel>
+			<FieldRow>
+				<AutoCompleteContact
+					aria-labelledby={contactFieldId}
+					aria-describedby={contactFieldError && `${contactFieldId}-error`}
+					aria-invalid={!!contactFieldError}
+					placeholder={t('Select_recipient')}
+					value={contactField.value}
+					onChange={contactField.onChange}
+					error={contactFieldError?.message}
+					renderItem={renderContactOption}
+				/>
+			</FieldRow>
+			{contactFieldError && (
+				<FieldError aria-live='assertive' id={`${contactFieldId}-error`} display='flex' alignItems='center'>
+					{contactFieldError.message}
+					{isError && <RetryButton loading={isFetching} onClick={onRetry} />}
+				</FieldError>
+			)}
+		</Field>
+	);
+};
+
+export default ContactField;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/forms/RecipientForm/components/RecipientField.tsx

@@ -0,0 +1,73 @@
+import type { Serialized, ILivechatContact } from '@rocket.chat/core-typings';
+import { Field, FieldError, FieldLabel, FieldRow } from '@rocket.chat/fuselage';
+import { useId } from 'react';
+import type { ComponentProps } from 'react';
+import { useController, type Control } from 'react-hook-form';
+import { Trans, useTranslation } from 'react-i18next';
+
+import RecipientSelect from '../../../../RecipientSelect';
+import type { RecipientFormData } from '../RecipientForm';
+
+export type RecipientFieldProps = ComponentProps<typeof Field> & {
+	control: Control<RecipientFormData>;
+	contact?: Omit<Serialized<ILivechatContact>, 'contactManager'>;
+	type: 'phone' | 'email';
+	disabled?: boolean;
+	isLoading: boolean;
+};
+
+const RecipientField = ({ control, contact, type, disabled = false, isLoading = false, ...props }: RecipientFieldProps) => {
+	const { t } = useTranslation();
+	const recipientFieldId = useId();
+
+	const {
+		field: recipientField,
+		fieldState: { error: recipientFieldError },
+	} = useController({
+		control,
+		name: 'recipient',
+		rules: {
+			validate: {
+				noPhoneNumber: () => (type === 'phone' && contact ? !!contact.phones?.length : true),
+				required: (value) => (!value ? t('Required_field', { field: t('To') }) : true),
+			},
+		},
+	});
+
+	return (
+		<Field {...props}>
+			<FieldLabel is='span' required id={`${recipientFieldId}`}>
+				{t('To')}
+			</FieldLabel>
+			<FieldRow>
+				<RecipientSelect
+					contact={contact}
+					type={type}
+					aria-busy={isLoading}
+					aria-labelledby={recipientFieldId}
+					aria-describedby={recipientFieldError && `${recipientFieldId}-error`}
+					aria-invalid={!!recipientFieldError}
+					error={recipientFieldError && 'error'}
+					placeholder={isLoading ? t('Loading...') : t('Contact_detail')}
+					value={recipientField.value}
+					disabled={disabled || isLoading}
+					onChange={recipientField.onChange}
+				/>
+			</FieldRow>
+			{recipientFieldError?.type === 'required' && (
+				<FieldError aria-live='assertive' id={`${recipientFieldId}-error`}>
+					{recipientFieldError.message}
+				</FieldError>
+			)}
+			{recipientFieldError?.type === 'noPhoneNumber' && (
+				<FieldError aria-live='assertive' id={`${recipientFieldId}-error`}>
+					<Trans i18nKey='No_phone_number_yet_edit_contact'>
+						No phone number yet <a href={`/omnichannel-directory/contacts/edit/${contact?._id}`}>Edit contact</a>
+					</Trans>
+				</FieldError>
+			)}
+		</Field>
+	);
+};
+
+export default RecipientField;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/forms/RecipientForm/components/SenderField.tsx

@@ -0,0 +1,66 @@
+import type { Serialized, IOutboundProviderMetadata } from '@rocket.chat/core-typings';
+import { Field, FieldError, FieldLabel, FieldRow } from '@rocket.chat/fuselage';
+import { useId } from 'react';
+import type { ComponentProps } from 'react';
+import { useController, type Control } from 'react-hook-form';
+import { useTranslation } from 'react-i18next';
+
+import SenderSelect from '../../../../SenderSelect';
+import type { RecipientFormData } from '../RecipientForm';
+
+export type SenderFieldProps = ComponentProps<typeof Field> & {
+	control: Control<RecipientFormData>;
+	provider?: Serialized<IOutboundProviderMetadata>;
+	disabled?: boolean;
+	isLoading: boolean;
+};
+
+const SenderField = ({ control, provider, disabled = false, isLoading = false, ...props }: SenderFieldProps) => {
+	const { t } = useTranslation();
+	const senderFieldId = useId();
+
+	const hasProviderOptions = !!provider && !!Object.keys(provider.templates).length;
+
+	const {
+		field: senderField,
+		fieldState: { error: senderFieldError },
+	} = useController({
+		control,
+		name: 'sender',
+		rules: {
+			validate: {
+				noPhoneNumber: () => hasProviderOptions || t('No_phone_number_available_for_selected_channel'),
+				required: (value) => (!value ? t('Required_field', { field: t('From') }) : true),
+			},
+		},
+	});
+
+	return (
+		<Field {...props}>
+			<FieldLabel is='span' required id={senderFieldId}>
+				{t('From')}
+			</FieldLabel>
+			<FieldRow>
+				<SenderSelect
+					provider={provider}
+					aria-busy={isLoading}
+					aria-labelledby={senderFieldId}
+					aria-describedby={senderFieldError && `${senderFieldId}-error`}
+					aria-invalid={!!senderFieldError}
+					error={senderFieldError?.message}
+					disabled={disabled || isLoading}
+					placeholder={isLoading ? t('Loading...') : t('Workspace_detail')}
+					value={senderField.value}
+					onChange={senderField.onChange}
+				/>
+			</FieldRow>
+			{senderFieldError && (
+				<FieldError aria-live='assertive' id={`${senderFieldId}-error`}>
+					{senderFieldError.message}
+				</FieldError>
+			)}
+		</Field>
+	);
+};
+
+export default SenderField;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/forms/RecipientForm/index.ts

@@ -0,0 +1,2 @@
+export { default } from './RecipientForm';
+export * from './RecipientForm';

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/forms/RepliesForm/RepliesForm.spec.tsx

@@ -0,0 +1,268 @@
+import type { ILivechatAgent, Serialized } from '@rocket.chat/core-typings';
+import { ILivechatAgentStatus, UserStatus } from '@rocket.chat/core-typings';
+import { mockAppRoot } from '@rocket.chat/mock-providers';
+import { screen, render, waitFor } from '@testing-library/react';
+import userEvent from '@testing-library/user-event';
+import { axe } from 'jest-axe';
+import { VirtuosoMockContext } from 'react-virtuoso';
+
+import RepliesForm from './RepliesForm';
+import { createFakeDepartment, createFakeUser } from '../../../../../../../../../tests/mocks/data';
+
+const mockDepartment = createFakeDepartment({
+	_id: 'department-1',
+	name: 'Department 1',
+});
+
+const mockUser = createFakeUser({
+	_id: 'agent-1',
+	username: 'agent.one',
+	name: 'Agent One',
+	roles: ['livechat-agent'],
+});
+
+const mockAgentOne: Serialized<ILivechatAgent> = {
+	_id: 'agent-1',
+	username: 'agent.one',
+	name: 'Agent 1',
+	status: UserStatus.ONLINE,
+	statusLivechat: ILivechatAgentStatus.AVAILABLE,
+	emails: [{ address: 'a1@test.com', verified: true }],
+	_updatedAt: '',
+	createdAt: '',
+	active: true,
+	lastRoutingTime: '',
+	livechatCount: 1,
+	roles: [],
+	type: '',
+};
+
+const mockAgentTwo: Serialized<ILivechatAgent> = {
+	_id: 'agent-2',
+	username: 'agent.two',
+	name: 'Agent 2',
+	status: UserStatus.ONLINE,
+	statusLivechat: ILivechatAgentStatus.AVAILABLE,
+	emails: [{ address: 'a2@test.com', verified: true }],
+	_updatedAt: '',
+	createdAt: '',
+	active: true,
+	lastRoutingTime: '',
+	livechatCount: 1,
+	roles: [],
+	type: '',
+};
+
+const mockDepartmentAgentOne = {
+	...mockAgentOne,
+	username: mockAgentOne.username || '',
+	agentId: mockUser._id,
+	departmentId: mockDepartment._id,
+	departmentEnabled: true,
+	count: 0,
+	order: 0,
+};
+
+const mockDepartmentAgentTwo = {
+	...mockAgentTwo,
+	username: mockAgentTwo.username || '',
+	agentId: mockAgentTwo._id,
+	departmentId: mockDepartment._id,
+	departmentEnabled: true,
+	count: 0,
+	order: 0,
+};
+
+const getDepartmentMock = jest.fn();
+
+const getDepartmentsAutocompleteMock = jest.fn().mockImplementation(() => ({
+	departments: [mockDepartment],
+	count: 1,
+	total: 1,
+	offset: 0,
+}));
+
+const appRoot = (permissions = ['outbound.can-assign-self-only', 'outbound.can-assign-any-agent']) => {
+	const root = mockAppRoot()
+		.withUser(mockUser)
+		.withEndpoint('GET', '/v1/livechat/department/:_id', () => getDepartmentMock())
+		.withEndpoint('GET', '/v1/livechat/department', () => getDepartmentsAutocompleteMock())
+		.withTranslations('en', 'core', {
+			Department: 'Department',
+			Agent: 'Agent',
+			optional: 'optional',
+			Select_department: 'Select department',
+			Select_agent: 'Select agent',
+			Error_loading__name__information: 'Error loading {{name}} information',
+			Retry: 'Retry',
+			Outbound_message_agent_hint: 'Leave empty so any agent from the designated department can manage the replies.',
+			Outbound_message_agent_hint_no_permission:
+				"You don't have permission to assign an agent. The reply will be assigned to the department.",
+		})
+		.wrap((children) => (
+			<VirtuosoMockContext.Provider value={{ viewportHeight: 300, itemHeight: 28 }}>{children}</VirtuosoMockContext.Provider>
+		));
+
+	permissions.forEach((permission) => {
+		root.withPermission(permission);
+	});
+
+	return root;
+};
+
+describe('RepliesForm', () => {
+	beforeEach(() => {
+		jest.clearAllMocks();
+
+		getDepartmentMock.mockImplementation(() => ({
+			department: mockDepartment,
+			agents: [mockDepartmentAgentOne, mockDepartmentAgentTwo],
+		}));
+	});
+
+	it('should pass accessibility tests', async () => {
+		const { container } = render(<RepliesForm onSubmit={jest.fn()} />, { wrapper: appRoot().build() });
+		const results = await axe(container);
+		expect(results).toHaveNoViolations();
+	});
+
+	it('renders correctly with all fields', async () => {
+		render(<RepliesForm onSubmit={jest.fn()} />, { wrapper: appRoot().build() });
+
+		expect(screen.getByLabelText('Department (optional)')).toBeInTheDocument();
+		expect(screen.getByLabelText('Agent (optional)')).toBeInTheDocument();
+
+		expect(screen.getByLabelText('Department (optional)')).not.toHaveAttribute('aria-disabled');
+		expect(screen.getByLabelText('Agent (optional)')).toBeDisabled();
+	});
+
+	xit('should render with default values', async () => {
+		const defaultValues = {
+			departmentId: 'department-1',
+			agentId: 'agent-1',
+		};
+
+		render(<RepliesForm defaultValues={defaultValues} onSubmit={jest.fn()} />, {
+			wrapper: appRoot().build(),
+		});
+
+		await waitFor(() => expect(screen.getByLabelText('Department (optional)')).toHaveTextContent('Department 1'));
+		await waitFor(() => expect(screen.getByLabelText('Agent (optional)')).toHaveTextContent('agent.one'));
+	});
+
+	it('should enable agent selection when a department is selected', async () => {
+		render(<RepliesForm onSubmit={jest.fn()} />, { wrapper: appRoot().build() });
+
+		const departmentInput = screen.getByLabelText('Department (optional)');
+		const agentInput = screen.getByLabelText('Agent (optional)');
+
+		await waitFor(() => expect(departmentInput).not.toHaveAttribute('aria-busy', 'true'));
+		expect(agentInput).toBeDisabled();
+
+		await userEvent.click(departmentInput);
+		await userEvent.click(await screen.findByRole('option', { name: 'Department 1' }));
+
+		await waitFor(() => expect(agentInput).toBeEnabled());
+	});
+
+	it('should show retry button when department fetch fails and retry when button is clicked', async () => {
+		getDepartmentMock
+			.mockRejectedValueOnce(new Error('API Error')) // useDepartmentList call
+			.mockRejectedValueOnce(new Error('API Error')); // RepliesForm call
+
+		render(<RepliesForm defaultValues={{ departmentId: 'department-1' }} onSubmit={jest.fn()} />, {
+			wrapper: appRoot().build(),
+		});
+
+		const departmentErrorMessage = await screen.findByText('Error loading department information');
+		expect(departmentErrorMessage).toBeInTheDocument();
+
+		const retryButton = screen.getByRole('button', { name: 'Retry' });
+		await userEvent.click(retryButton);
+
+		await waitFor(() => expect(screen.queryByText('Error loading department information')).not.toBeInTheDocument());
+	});
+
+	xit('should call submit with correct values when form is submitted', async () => {
+		const handleSubmit = jest.fn();
+		const defaultValues = {
+			departmentId: 'department-1',
+			agentId: 'agent-1',
+		};
+
+		render(<RepliesForm defaultValues={defaultValues} onSubmit={handleSubmit} />, {
+			wrapper: appRoot().build(),
+		});
+
+		await waitFor(() =>
+			expect(handleSubmit).toHaveBeenCalledWith({
+				departmentId: 'department-1',
+				department: mockDepartment,
+				agentId: 'agent-1',
+				agent: mockAgentOne,
+			}),
+		);
+	});
+
+	it('should not submit if department is not found', async () => {
+		const handleSubmit = jest.fn();
+		getDepartmentMock.mockResolvedValue({ department: null, agents: [] });
+
+		render(<RepliesForm defaultValues={{ departmentId: 'department-1' }} onSubmit={handleSubmit} />, { wrapper: appRoot().build() });
+
+		await userEvent.click(screen.getByRole('button', { name: 'Submit' }));
+
+		await waitFor(() => expect(handleSubmit).not.toHaveBeenCalled());
+	});
+
+	it('should not submit if agent is not found', async () => {
+		getDepartmentMock.mockResolvedValue({ department: mockDepartment, agents: [] });
+		const handleSubmit = jest.fn();
+		render(<RepliesForm defaultValues={{ departmentId: 'department-1', agentId: 'agent-1' }} onSubmit={handleSubmit} />, {
+			wrapper: appRoot([]).build(),
+		});
+
+		await userEvent.click(screen.getByRole('button', { name: 'Submit' }));
+
+		await waitFor(() => expect(handleSubmit).not.toHaveBeenCalled());
+	});
+
+	it('should not enable "Agent" field if the user doesnt have assign agent permissions', async () => {
+		render(<RepliesForm defaultValues={{ departmentId: 'department-1' }} onSubmit={jest.fn()} />, {
+			wrapper: appRoot([]).build(),
+		});
+
+		expect(screen.getByLabelText('Agent (optional)')).toBeDisabled();
+		await expect(screen.getByLabelText('Agent (optional)')).toHaveAccessibleDescription(
+			`You don't have permission to assign an agent. The reply will be assigned to the department.`,
+		);
+	});
+
+	it('should display only self when user doesnt have assign any permission', async () => {
+		render(<RepliesForm defaultValues={{ departmentId: 'department-1' }} onSubmit={jest.fn()} />, {
+			wrapper: appRoot(['outbound.can-assign-self-only']).build(),
+		});
+
+		await userEvent.click(screen.getByLabelText('Agent (optional)'));
+
+		const agentOneOption = await screen.findByRole('option', { name: 'agent.one' });
+		const agentTwoOption = screen.queryByRole('option', { name: 'agent.two' });
+
+		expect(agentOneOption).toBeInTheDocument();
+		expect(agentTwoOption).not.toBeInTheDocument();
+	});
+
+	it('should display all agents when user has assign any permission', async () => {
+		render(<RepliesForm defaultValues={{ departmentId: 'department-1' }} onSubmit={jest.fn()} />, {
+			wrapper: appRoot(['outbound.can-assign-any-agent']).build(),
+		});
+
+		await userEvent.click(screen.getByLabelText('Agent (optional)'));
+
+		const agentOneOption = await screen.findByRole('option', { name: 'agent.one' });
+		const agentTwoOption = await screen.findByRole('option', { name: 'agent.two' });
+
+		expect(agentOneOption).toBeInTheDocument();
+		expect(agentTwoOption).toBeInTheDocument();
+	});
+});

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/forms/RepliesForm/RepliesForm.tsx

@@ -0,0 +1,154 @@
+import type { Serialized, ILivechatDepartment, ILivechatDepartmentAgents } from '@rocket.chat/core-typings';
+import { Box, Button, FieldGroup, Scrollable } from '@rocket.chat/fuselage';
+import { useStableCallback } from '@rocket.chat/fuselage-hooks';
+import { useToastBarDispatch } from '@rocket.chat/fuselage-toastbar';
+import { useEndpoint, usePermission, useUser } from '@rocket.chat/ui-contexts';
+import { useQuery } from '@tanstack/react-query';
+import type { ReactNode } from 'react';
+import { useEffect, useId, useMemo } from 'react';
+import { useForm, useWatch } from 'react-hook-form';
+import { useTranslation } from 'react-i18next';
+
+import AgentField from './components/AgentField';
+import DepartmentField from './components/DepartmentField';
+import { useAllowedAgents } from './hooks/useAllowedAgents';
+import { omnichannelQueryKeys } from '../../../../../../../../lib/queryKeys';
+import Form from '../../components/OutboundMessageForm';
+import { FormFetchError } from '../../utils/errors';
+
+export type RepliesFormData = {
+	departmentId: string;
+	agentId: string;
+};
+
+export type RepliesFormSubmitPayload = {
+	departmentId?: string;
+	department?: Serialized<ILivechatDepartment>;
+	agentId?: string;
+	agent?: Serialized<ILivechatDepartmentAgents>;
+};
+
+export type RepliesFormRef = {
+	submit: () => Promise<RepliesFormSubmitPayload>;
+};
+
+export type RepliesFormProps = {
+	defaultValues?: Partial<RepliesFormData>;
+	renderActions?(props: { isSubmitting: boolean }): ReactNode;
+	onSubmit: (data: RepliesFormSubmitPayload) => void;
+};
+
+const RepliesForm = (props: RepliesFormProps) => {
+	const { defaultValues, renderActions, onSubmit } = props;
+	const dispatchToastMessage = useToastBarDispatch();
+	const { t } = useTranslation();
+	const repliesFormId = useId();
+	const user = useUser();
+
+	const canAssignAllDepartments = usePermission('outbound.can-assign-queues');
+	const canAssignSelfOnlyAgent = usePermission('outbound.can-assign-self-only');
+	const canAssignAnyAgent = usePermission('outbound.can-assign-any-agent');
+
+	const {
+		control,
+		formState: { isSubmitting },
+		trigger,
+		clearErrors,
+		handleSubmit,
+		setValue,
+	} = useForm<RepliesFormData>({ defaultValues });
+
+	const customActions = useMemo(() => renderActions?.({ isSubmitting }), [isSubmitting, renderActions]);
+
+	const departmentId = useWatch({ control, name: 'departmentId' });
+
+	const getDepartment = useEndpoint('GET', '/v1/livechat/department/:_id', { _id: departmentId ?? '' });
+
+	const {
+		data: { department, agents: queryAgents = [] } = {},
+		isError: isErrorDepartment,
+		isFetching: isFetchingDepartment,
+		refetch: refetchDepartment,
+	} = useQuery({
+		queryKey: omnichannelQueryKeys.department(departmentId),
+		queryFn: () => getDepartment({ onlyMyDepartments: !canAssignAllDepartments ? 'true' : 'false' }),
+		enabled: !!departmentId,
+	});
+
+	const agents = useAllowedAgents({
+		user,
+		queryAgents,
+		departmentId: department?._id,
+		canAssignSelfOnlyAgent,
+		canAssignAnyAgent,
+	});
+
+	useEffect(() => {
+		isErrorDepartment && trigger('departmentId');
+		return () => clearErrors('departmentId');
+	}, [clearErrors, isErrorDepartment, trigger]);
+
+	const submit = useStableCallback(async ({ agentId, departmentId }: RepliesFormData) => {
+		try {
+			const agent = agents?.find((agent) => agent.agentId === agentId);
+
+			// Wait if department or agent is still being fetched in background
+			const updatedDepartment =
+				departmentId && isFetchingDepartment ? await refetchDepartment().then((r) => r.data?.department) : department;
+
+			if (departmentId && !updatedDepartment) {
+				throw new FormFetchError('error-department-not-found');
+			}
+
+			if (agentId && !agent) {
+				throw new FormFetchError('error-agent-not-found');
+			}
+
+			onSubmit({ departmentId, department: updatedDepartment, agentId, agent });
+		} catch (error) {
+			if (error instanceof FormFetchError) {
+				trigger();
+				return;
+			}
+
+			dispatchToastMessage({ type: 'error', message: t('Something_went_wrong') });
+		}
+	});
+
+	return (
+		<Form id={repliesFormId} onSubmit={handleSubmit(submit)} noValidate>
+			<Scrollable vertical>
+				<FieldGroup justifyContent='start' paddingInline={2}>
+					<DepartmentField
+						control={control}
+						onlyMyDepartments={!canAssignAllDepartments}
+						isError={isErrorDepartment}
+						isFetching={isFetchingDepartment}
+						onRefetch={refetchDepartment}
+						onChange={() => setValue('agentId', '')}
+					/>
+
+					<AgentField
+						control={control}
+						agents={agents}
+						canAssignAgent={canAssignAnyAgent || canAssignSelfOnlyAgent}
+						disabled={!departmentId}
+						isLoading={isFetchingDepartment}
+					/>
+				</FieldGroup>
+			</Scrollable>
+
+			{customActions ?? (
+				<Box marginBlockStart={24} display='flex' justifyContent='end'>
+					<Button type='submit' primary loading={isSubmitting}>
+						{t('Submit')}
+					</Button>
+				</Box>
+			)}
+		</Form>
+	);
+};
+
+RepliesForm.displayName = 'RepliesForm';
+
+export default RepliesForm;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/forms/RepliesForm/components/AgentField.tsx

@@ -0,0 +1,66 @@
+import type { ILivechatDepartmentAgents, Serialized } from '@rocket.chat/core-typings';
+import { Field, FieldError, FieldHint, FieldLabel, FieldRow } from '@rocket.chat/fuselage';
+import type { ComponentProps } from 'react';
+import { useId } from 'react';
+import type { Control } from 'react-hook-form';
+import { useController } from 'react-hook-form';
+import { useTranslation } from 'react-i18next';
+
+import AutoCompleteAgent from '../../../../AutoCompleteDepartmentAgent';
+import { cxp } from '../../../utils/cx';
+import type { RepliesFormData } from '../RepliesForm';
+
+export type AgentFieldProps = ComponentProps<typeof Field> & {
+	control: Control<RepliesFormData>;
+	agents: Serialized<ILivechatDepartmentAgents>[];
+	canAssignAgent?: boolean;
+	disabled?: boolean;
+	isLoading?: boolean;
+};
+
+const AgentField = ({ control, agents, canAssignAgent, disabled = false, isLoading = false, ...props }: AgentFieldProps) => {
+	const { t } = useTranslation();
+	const agentFieldId = useId();
+
+	const {
+		field: agentField,
+		fieldState: { error: agentFieldError },
+	} = useController({
+		control,
+		name: 'agentId',
+	});
+
+	return (
+		<Field {...props}>
+			<FieldLabel htmlFor={agentFieldId}>{`${t('Agent')} (${t('optional')})`}</FieldLabel>
+			<FieldRow>
+				<AutoCompleteAgent
+					name={agentField.name}
+					aria-busy={isLoading}
+					aria-invalid={!!agentFieldError}
+					aria-describedby={cxp(agentFieldId, {
+						error: !!agentFieldError,
+						hint: true,
+					})}
+					error={!!agentFieldError}
+					id={agentFieldId}
+					agents={agents}
+					placeholder={isLoading ? t('Loading...') : t('Select_agent')}
+					disabled={disabled || isLoading || !canAssignAgent}
+					value={agentField.value}
+					onChange={agentField.onChange}
+				/>
+			</FieldRow>
+			{agentFieldError && (
+				<FieldError aria-live='assertive' id={`${agentFieldId}-error`} display='flex' alignItems='center'>
+					{agentFieldError.message}
+				</FieldError>
+			)}
+			<FieldHint id={`${agentFieldId}-hint`}>
+				{canAssignAgent ? t('Outbound_message_agent_hint') : t('Outbound_message_agent_hint_no_permission')}
+			</FieldHint>
+		</Field>
+	);
+};
+
+export default AgentField;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/forms/RepliesForm/components/DepartmentField.tsx

@@ -0,0 +1,83 @@
+import { Field, FieldError, FieldHint, FieldLabel, FieldRow } from '@rocket.chat/fuselage';
+import { useStableCallback } from '@rocket.chat/fuselage-hooks';
+import type { ComponentProps } from 'react';
+import { useId } from 'react';
+import type { Control } from 'react-hook-form';
+import { useController } from 'react-hook-form';
+import { useTranslation } from 'react-i18next';
+
+import AutoCompleteDepartment from '../../../../../../AutoCompleteDepartment';
+import RetryButton from '../../../components/RetryButton';
+import { cxp } from '../../../utils/cx';
+import type { RepliesFormData } from '../RepliesForm';
+
+export type DepartmentFieldProps = ComponentProps<typeof Field> & {
+	control: Control<RepliesFormData>;
+	onlyMyDepartments?: boolean;
+	isError: boolean;
+	isFetching: boolean;
+	onRefetch: () => void;
+	onChange: () => void;
+};
+
+const DepartmentField = ({
+	control,
+	onlyMyDepartments,
+	isError,
+	isFetching,
+	onRefetch,
+	onChange: onChangeExternal,
+	...props
+}: DepartmentFieldProps) => {
+	const { t } = useTranslation();
+	const departmentFieldId = useId();
+
+	const {
+		field: departmentField,
+		fieldState: { error: departmentFieldError },
+	} = useController({
+		control,
+		name: 'departmentId',
+		rules: {
+			validate: () => (isError ? t('Error_loading__name__information', { name: t('department') }) : true),
+		},
+	});
+
+	const handleDepartmentChange = useStableCallback((onChange: (value: string) => void) => {
+		return (value: string) => {
+			onChangeExternal();
+			onChange(value);
+		};
+	});
+
+	return (
+		<Field {...props}>
+			<FieldLabel is='span' id={departmentFieldId}>{`${t('Department')} (${t('optional')})`}</FieldLabel>
+			<FieldRow>
+				<AutoCompleteDepartment
+					name={departmentField.name}
+					aria-invalid={!!departmentFieldError}
+					aria-labelledby={departmentFieldId}
+					aria-describedby={cxp(departmentFieldId, {
+						error: !!departmentFieldError,
+						hint: true,
+					})}
+					error={departmentFieldError?.message}
+					placeholder={t('Select_department')}
+					onlyMyDepartments={onlyMyDepartments}
+					value={departmentField.value}
+					onChange={handleDepartmentChange(departmentField.onChange)}
+				/>
+			</FieldRow>
+			{departmentFieldError && (
+				<FieldError aria-live='assertive' id={`${departmentFieldId}-error`} display='flex' alignItems='center'>
+					{departmentFieldError.message}
+					{isError && <RetryButton loading={isFetching} onClick={onRefetch} />}
+				</FieldError>
+			)}
+			<FieldHint id={`${departmentFieldId}-hint`}>{t('Outbound_message_department_hint')}</FieldHint>
+		</Field>
+	);
+};
+
+export default DepartmentField;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/forms/RepliesForm/hooks/useAllowedAgents.spec.ts

@@ -0,0 +1,169 @@
+import type { ILivechatDepartmentAgents, IUser, Serialized } from '@rocket.chat/core-typings';
+import { renderHook } from '@testing-library/react';
+
+import { useAllowedAgents } from './useAllowedAgents';
+import { createFakeUser } from '../../../../../../../../../../tests/mocks/data';
+import { getAgentDerivedFromUser } from '../utils/getAgentDerivedFromUser';
+
+jest.mock('../utils/getAgentDerivedFromUser', () => ({
+	getAgentDerivedFromUser: jest.fn(),
+}));
+
+const getAgentDerivedFromUserMocked = jest.mocked(getAgentDerivedFromUser);
+
+const mockUser: IUser = createFakeUser({
+	_id: 'test-user-id',
+	username: 'testuser',
+	roles: ['livechat-agent'],
+});
+
+const mockQueryAgents: Serialized<ILivechatDepartmentAgents>[] = [
+	{
+		agentId: 'agent1',
+		username: 'agent.one',
+		count: 1,
+		order: 1,
+		_id: 'agent1',
+		_updatedAt: new Date().toISOString(),
+		departmentEnabled: true,
+		departmentId: 'dept1',
+	},
+	{
+		agentId: 'agent2',
+		username: 'agent.two',
+		count: 2,
+		order: 2,
+		_id: 'agent2',
+		_updatedAt: new Date().toISOString(),
+		departmentEnabled: true,
+		departmentId: 'dept1',
+	},
+];
+
+const mockDerivedAgent: Serialized<ILivechatDepartmentAgents> = {
+	agentId: 'test-user-id',
+	username: 'testuser',
+	_id: 'test-user-id',
+	_updatedAt: new Date().toISOString(),
+	departmentId: 'department-1',
+	departmentEnabled: true,
+	count: 0,
+	order: 0,
+};
+
+describe('useAllowedAgents', () => {
+	beforeEach(() => {
+		jest.clearAllMocks();
+	});
+
+	it('should return an empty array if no departmentId is provided', () => {
+		const { result } = renderHook(() =>
+			useAllowedAgents({
+				user: mockUser,
+				departmentId: undefined,
+				canAssignSelfOnlyAgent: true,
+				canAssignAnyAgent: true,
+				queryAgents: mockQueryAgents,
+			}),
+		);
+
+		expect(result.current).toEqual([]);
+	});
+
+	it('should return an empty array if user has no assignment permissions', () => {
+		const { result } = renderHook(() =>
+			useAllowedAgents({
+				user: mockUser,
+				departmentId: 'department-1',
+				canAssignSelfOnlyAgent: false,
+				canAssignAnyAgent: false,
+				queryAgents: mockQueryAgents,
+			}),
+		);
+
+		expect(result.current).toEqual([]);
+	});
+
+	it('should return queryAgents if canAssignAnyAgent is true and queryAgents has items', () => {
+		const { result } = renderHook(() =>
+			useAllowedAgents({
+				user: mockUser,
+				departmentId: 'department-1',
+				canAssignSelfOnlyAgent: false,
+				canAssignAnyAgent: true,
+				queryAgents: mockQueryAgents,
+			}),
+		);
+
+		expect(result.current).toEqual(mockQueryAgents);
+	});
+
+	it('should return derived agent if canAssignSelfOnlyAgent is true', () => {
+		getAgentDerivedFromUserMocked.mockReturnValue(mockDerivedAgent);
+
+		const { result } = renderHook(() =>
+			useAllowedAgents({
+				user: mockUser,
+				departmentId: 'department-1',
+				canAssignSelfOnlyAgent: true,
+				canAssignAnyAgent: false,
+				queryAgents: mockQueryAgents,
+			}),
+		);
+
+		expect(getAgentDerivedFromUserMocked).toHaveBeenCalledWith(mockUser, 'department-1');
+		expect(result.current).toEqual([mockDerivedAgent]);
+	});
+
+	it('should return derived agent if canAssignAnyAgent is true but queryAgents is empty', () => {
+		getAgentDerivedFromUserMocked.mockReturnValue(mockDerivedAgent);
+
+		const { result } = renderHook(() =>
+			useAllowedAgents({
+				user: mockUser,
+				departmentId: 'department-1',
+				canAssignSelfOnlyAgent: false,
+				canAssignAnyAgent: true,
+				queryAgents: [],
+			}),
+		);
+
+		expect(getAgentDerivedFromUserMocked).toHaveBeenCalledWith(mockUser, 'department-1');
+		expect(result.current).toEqual([mockDerivedAgent]);
+	});
+
+	it('should return derived agent if canAssignAnyAgent is true but queryAgents is undefined', () => {
+		getAgentDerivedFromUserMocked.mockReturnValue(mockDerivedAgent);
+
+		const { result } = renderHook(() =>
+			useAllowedAgents({
+				user: mockUser,
+				departmentId: 'department-1',
+				canAssignSelfOnlyAgent: false,
+				canAssignAnyAgent: true,
+				queryAgents: undefined,
+			}),
+		);
+
+		expect(getAgentDerivedFromUserMocked).toHaveBeenCalledWith(mockUser, 'department-1');
+		expect(result.current).toEqual([mockDerivedAgent]);
+	});
+
+	it('should return an empty array if getAgentDerivedFromUser throws an error', () => {
+		getAgentDerivedFromUserMocked.mockImplementation(() => {
+			throw new Error('User not found');
+		});
+
+		const { result } = renderHook(() =>
+			useAllowedAgents({
+				user: null,
+				departmentId: 'department-1',
+				canAssignSelfOnlyAgent: true,
+				canAssignAnyAgent: false,
+				queryAgents: [],
+			}),
+		);
+
+		expect(result.current).toEqual([]);
+	});
+});

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/forms/RepliesForm/hooks/useAllowedAgents.ts

@@ -0,0 +1,37 @@
+import type { Serialized, ILivechatDepartmentAgents, IUser } from '@rocket.chat/core-typings';
+import { useMemo } from 'react';
+
+import { getAgentDerivedFromUser } from '../utils/getAgentDerivedFromUser';
+
+type UseAllowedAgentsProps = {
+	user: IUser | null;
+	departmentId: string | undefined;
+	canAssignSelfOnlyAgent: boolean;
+	canAssignAnyAgent: boolean;
+	queryAgents: Serialized<ILivechatDepartmentAgents>[] | undefined;
+};
+
+export const useAllowedAgents = ({ user, departmentId, queryAgents, canAssignSelfOnlyAgent, canAssignAnyAgent }: UseAllowedAgentsProps) =>
+	useMemo(() => {
+		// no department selected, no agents
+		if (!departmentId) {
+			return [];
+		}
+
+		// no permission to assign any agents, no agents
+		if (!canAssignSelfOnlyAgent && !canAssignAnyAgent) {
+			return [];
+		}
+
+		// can assign any agent, return all agents from query (if any)
+		if (canAssignAnyAgent && queryAgents?.length) {
+			return queryAgents;
+		}
+
+		try {
+			// all other cases, attempt to derive agent from user
+			return [getAgentDerivedFromUser(user, departmentId)];
+		} catch {
+			return [];
+		}
+	}, [canAssignAnyAgent, canAssignSelfOnlyAgent, user, departmentId, queryAgents]);

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/forms/RepliesForm/index.ts

@@ -0,0 +1,2 @@
+export { default } from './RepliesForm';
+export * from './RepliesForm';

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/forms/RepliesForm/utils/getAgentDerivedFromUser.spec.ts

@@ -0,0 +1,39 @@
+import type { IUser } from '@rocket.chat/core-typings';
+
+import { getAgentDerivedFromUser } from './getAgentDerivedFromUser';
+import { createFakeUser } from '../../../../../../../../../../tests/mocks/data';
+
+describe('getAgentDerivedFromUser', () => {
+	it('should throw an error if the user is null', () => {
+		expect(() => getAgentDerivedFromUser(null, 'any-department-id')).toThrow('User is not a livechat agent');
+	});
+
+	it('should throw an error if the user is not a livechat agent', () => {
+		const user: IUser = createFakeUser({ roles: ['user'] });
+
+		expect(() => getAgentDerivedFromUser(user, 'any-department-id')).toThrow('User is not a livechat agent');
+	});
+
+	it('should return a valid agent object if the user is a livechat agent', () => {
+		const user: IUser = createFakeUser({
+			_id: 'agentId123',
+			username: 'agentusername',
+			roles: ['livechat-agent'],
+		});
+
+		const departmentId = 'department123';
+
+		const agent = getAgentDerivedFromUser(user, departmentId);
+
+		expect(agent).toEqual({
+			agentId: user._id,
+			username: user.username,
+			_id: user._id,
+			_updatedAt: expect.any(String),
+			departmentId,
+			departmentEnabled: true,
+			count: 0,
+			order: 0,
+		});
+	});
+});

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/forms/RepliesForm/utils/getAgentDerivedFromUser.ts

@@ -0,0 +1,20 @@
+import type { ILivechatDepartmentAgents, Serialized, IUser } from '@rocket.chat/core-typings';
+
+const isOmnichannelAgent = (user: IUser | null): user is IUser => (user ? user.roles.includes('livechat-agent') : false);
+
+export const getAgentDerivedFromUser = (user: IUser | null, departmentId: string): Serialized<ILivechatDepartmentAgents> => {
+	if (!isOmnichannelAgent(user)) {
+		throw new Error('User is not a livechat agent');
+	}
+
+	return {
+		agentId: user._id,
+		username: user.username || '',
+		_id: user._id,
+		_updatedAt: new Date().toISOString(),
+		departmentId,
+		departmentEnabled: true,
+		count: 0,
+		order: 0,
+	};
+};

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/forms/index.ts

@@ -0,0 +1,9 @@
+import type { MessageFormSubmitPayload } from './MessageForm';
+import type { RecipientFormSubmitPayload } from './RecipientForm';
+import type { RepliesFormSubmitPayload } from './RepliesForm';
+
+export type SubmitPayload = RecipientFormSubmitPayload & MessageFormSubmitPayload & RepliesFormSubmitPayload;
+
+export { default as RecipientForm } from './RecipientForm';
+export { default as MessageForm } from './MessageForm';
+export { default as RepliesForm } from './RepliesForm';

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/index.ts

@@ -0,0 +1 @@
+export { default } from './OutboundMessageWizard';

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/steps/MessageStep.spec.tsx

@@ -0,0 +1,129 @@
+import { mockAppRoot } from '@rocket.chat/mock-providers';
+import { WizardContext, StepsLinkedList } from '@rocket.chat/ui-client';
+import { composeStories } from '@storybook/react';
+import { render, screen, waitFor } from '@testing-library/react';
+import userEvent from '@testing-library/user-event';
+import { axe } from 'jest-axe';
+import { act, type ComponentProps } from 'react';
+
+import MessageStep from './MessageStep';
+import * as stories from './MessageStep.stories';
+import { createFakeContact } from '../../../../../../../../tests/mocks/data';
+import { createFakeOutboundTemplate } from '../../../../../../../../tests/mocks/data/outbound-message';
+import type { MessageFormSubmitPayload } from '../forms/MessageForm';
+import type MessageForm from '../forms/MessageForm';
+
+const testCases = Object.values(composeStories(stories)).map((Story) => [Story.storyName || 'Story', Story]);
+
+jest.mock('tinykeys', () => ({
+	__esModule: true,
+	default: jest.fn().mockReturnValue(() => () => undefined),
+}));
+
+let isSubmitting = false;
+let currentOnSubmit: (payload: MessageFormSubmitPayload) => void = () => undefined;
+const mockMessageForm = jest.fn().mockImplementation((props) => {
+	currentOnSubmit = props.onSubmit;
+	return <div data-testid='message-form'>{props.renderActions?.({ isSubmitting })}</div>;
+});
+
+jest.mock('../forms/MessageForm', () => ({
+	__esModule: true,
+	default: (props: ComponentProps<typeof MessageForm>) => mockMessageForm(props),
+}));
+
+const steps = new StepsLinkedList([
+	{ id: 'test-step-1', title: 'Test Step 1' },
+	{ id: 'test-step-2', title: 'Test Step 2' },
+	{ id: 'test-step-3', title: 'Test Step 3' },
+]);
+
+const mockWizardApi = {
+	steps,
+	currentStep: steps.head?.next ?? null,
+	next: jest.fn(),
+	previous: jest.fn(),
+	register: jest.fn(),
+	goTo: jest.fn(),
+	resetNextSteps: jest.fn(),
+};
+
+const appRoot = mockAppRoot()
+	.withJohnDoe()
+	.wrap((children) => {
+		return <WizardContext.Provider value={mockWizardApi}>{children}</WizardContext.Provider>;
+	});
+
+describe('MessageStep', () => {
+	beforeEach(() => {
+		currentOnSubmit = () => undefined;
+		jest.clearAllMocks();
+	});
+
+	test.each(testCases)(`renders %s without crashing`, async (_storyname, Story) => {
+		const view = render(<Story />, { wrapper: mockAppRoot().build() });
+		expect(view.baseElement).toMatchSnapshot();
+	});
+
+	test.each(testCases)('%s should have no a11y violations', async (_storyname, Story) => {
+		const { container } = render(<Story />, { wrapper: mockAppRoot().build() });
+
+		const results = await axe(container);
+		expect(results).toHaveNoViolations();
+	});
+
+	it('should render message form with correct props', () => {
+		const defaultValues = { templateId: 'test-template-id' };
+		const contact = createFakeContact();
+		const templates = [createFakeOutboundTemplate()];
+
+		render(<MessageStep contact={contact} templates={templates} defaultValues={defaultValues} onSubmit={jest.fn()} />, {
+			wrapper: appRoot.build(),
+		});
+
+		expect(screen.getByTestId('message-form')).toBeInTheDocument();
+		expect(mockMessageForm).toHaveBeenCalledWith(
+			expect.objectContaining({
+				defaultValues,
+				contact,
+				templates,
+			}),
+		);
+	});
+
+	it('should call previous step when back button is clicked', async () => {
+		render(<MessageStep onSubmit={jest.fn()} />, { wrapper: appRoot.build() });
+		const backButton = screen.getByRole('button', { name: 'Back' });
+		await userEvent.click(backButton);
+
+		await waitFor(() => expect(mockWizardApi.previous).toHaveBeenCalled());
+	});
+
+	it('shows a loading state on the button while submit is pending', async () => {
+		isSubmitting = true;
+		const handleSubmit = jest.fn();
+		render(<MessageStep onSubmit={handleSubmit} />, { wrapper: appRoot.build() });
+
+		const nextButton = screen.getByRole('button', { name: 'Next' });
+		await userEvent.click(nextButton);
+
+		expect(nextButton).toBeDisabled();
+		expect(handleSubmit).not.toHaveBeenCalled();
+	});
+
+	it('should call onSubmit with form values when form submits successfully', async () => {
+		const expectedPayload = {
+			templateId: 'test-template-id',
+			template: createFakeOutboundTemplate({ id: 'test-template-id' }),
+			templateParameters: {},
+		};
+		const onSubmit = jest.fn();
+
+		render(<MessageStep onSubmit={onSubmit} />, { wrapper: appRoot.build() });
+
+		act(() => currentOnSubmit(expectedPayload));
+
+		await waitFor(() => expect(onSubmit).toHaveBeenCalledWith(expectedPayload));
+		await waitFor(() => expect(mockWizardApi.next).toHaveBeenCalled());
+	});
+});

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/steps/MessageStep.stories.tsx

@@ -0,0 +1,72 @@
+import { Box } from '@rocket.chat/fuselage';
+import { WizardContext, StepsLinkedList } from '@rocket.chat/ui-client';
+import type { Meta, StoryObj } from '@storybook/react';
+import { action } from 'storybook/actions';
+
+import MessageStep from './MessageStep';
+import { createFakeContact } from '../../../../../../../../tests/mocks/data';
+import { createFakeOutboundTemplate } from '../../../../../../../../tests/mocks/data/outbound-message';
+
+const steps = new StepsLinkedList([
+	{ id: 'test-step-1', title: 'Test Step 1' },
+	{ id: 'test-step-2', title: 'Test Step 2' },
+	{ id: 'test-step-3', title: 'Test Step 3' },
+]);
+
+const mockWizardApi = {
+	steps,
+	currentStep: steps.head?.next ?? null,
+	next: () => undefined,
+	previous: () => undefined,
+	register: () => () => undefined,
+	goTo: () => undefined,
+	resetNextSteps: () => undefined,
+};
+
+const meta = {
+	component: MessageStep,
+	parameters: {
+		controls: { hideNoControlsWarning: true },
+	},
+	decorators: (Story) => (
+		<WizardContext.Provider value={mockWizardApi}>
+			<Box maxWidth={600} margin='auto'>
+				<Story />
+			</Box>
+		</WizardContext.Provider>
+	),
+} satisfies Meta<typeof MessageStep>;
+
+export default meta;
+type Story = StoryObj<typeof meta>;
+
+export const Default: Story = {
+	args: {
+		defaultValues: {},
+		templates: [createFakeOutboundTemplate({ id: 'template-1' })],
+		contact: createFakeContact(),
+		onSubmit: action('onSubmit'),
+	},
+};
+
+export const WithDefaultValues: Story = {
+	args: {
+		onSubmit: action('onSubmit'),
+		contact: createFakeContact(),
+		templates: [createFakeOutboundTemplate({ id: 'template-1' })],
+		defaultValues: {
+			templateId: 'template-1',
+			templateParameters: {
+				header: [{ type: 'text', format: 'text', value: 'Dentist' }],
+				body: [
+					{ type: 'text', format: 'text', value: 'John Doe' },
+					{ type: 'text', format: 'text', value: 'tomorrow' },
+					{ type: 'text', format: 'text', value: '10:00 AM' },
+					{ type: 'text', format: 'text', value: '14:00 PM' },
+					{ type: 'text', format: 'text', value: 'slot' },
+					{ type: 'text', format: 'text', value: 'John Doe' },
+				],
+			},
+		},
+	},
+};

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/steps/MessageStep.tsx

@@ -0,0 +1,36 @@
+import { useStableCallback } from '@rocket.chat/fuselage-hooks';
+import { useWizardContext, WizardActions, WizardBackButton, WizardNextButton } from '@rocket.chat/ui-client';
+import type { ComponentProps } from 'react';
+
+import type { MessageFormSubmitPayload } from '../forms/MessageForm';
+import MessageForm from '../forms/MessageForm';
+
+export type MessageStepProps = Omit<ComponentProps<typeof MessageForm>, 'onSubmit'> & {
+	onSubmit(values: MessageFormSubmitPayload): void;
+};
+
+const MessageStep = ({ contact, templates, defaultValues, onSubmit }: MessageStepProps) => {
+	const { next } = useWizardContext();
+
+	const handleSubmit = useStableCallback(async (values: MessageFormSubmitPayload) => {
+		onSubmit(values);
+		next();
+	});
+
+	return (
+		<MessageForm
+			contact={contact}
+			templates={templates}
+			defaultValues={defaultValues}
+			onSubmit={handleSubmit}
+			renderActions={({ isSubmitting }) => (
+				<WizardActions>
+					<WizardBackButton />
+					<WizardNextButton manual type='submit' loading={isSubmitting} />
+				</WizardActions>
+			)}
+		/>
+	);
+};
+
+export default MessageStep;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/steps/RecipientStep.spec.tsx

@@ -0,0 +1,107 @@
+import { mockAppRoot } from '@rocket.chat/mock-providers';
+import { WizardContext, StepsLinkedList } from '@rocket.chat/ui-client';
+import { composeStories } from '@storybook/react';
+import { act, render, screen, waitFor } from '@testing-library/react';
+import userEvent from '@testing-library/user-event';
+import { axe } from 'jest-axe';
+import type { ComponentProps } from 'react';
+
+import RecipientStep from './RecipientStep';
+import * as stories from './RecipientStep.stories';
+import { createFakeContact } from '../../../../../../../../tests/mocks/data';
+import { createFakeProviderMetadata } from '../../../../../../../../tests/mocks/data/outbound-message';
+import type RecipientForm from '../forms/RecipientForm';
+import type { RecipientFormSubmitPayload } from '../forms/RecipientForm';
+
+const testCases = Object.values(composeStories(stories)).map((Story) => [Story.storyName || 'Story', Story]);
+
+jest.mock('tinykeys', () => ({
+	__esModule: true,
+	default: jest.fn().mockReturnValue(() => () => undefined),
+}));
+
+let isSubmitting = false;
+let currentOnSubmit: (payload: RecipientFormSubmitPayload) => void = () => undefined;
+const mockRecipientForm = jest.fn().mockImplementation((props) => {
+	currentOnSubmit = props.onSubmit;
+	return <div data-testid='recipient-form'>{props.renderActions?.({ isSubmitting })}</div>;
+});
+
+jest.mock('../forms/RecipientForm', () => ({
+	__esModule: true,
+	default: (props: ComponentProps<typeof RecipientForm>) => mockRecipientForm(props),
+}));
+
+const steps = new StepsLinkedList([
+	{ id: 'test-step-1', title: 'Test Step 1' },
+	{ id: 'test-step-2', title: 'Test Step 2' },
+]);
+
+const mockWizardApi = {
+	steps,
+	currentStep: steps.head,
+	next: jest.fn(),
+	previous: jest.fn(),
+	register: jest.fn(),
+	goTo: jest.fn(),
+	resetNextSteps: jest.fn(),
+};
+
+const appRoot = mockAppRoot()
+	.withJohnDoe()
+	.wrap((children) => {
+		return <WizardContext.Provider value={mockWizardApi}>{children}</WizardContext.Provider>;
+	});
+
+describe('RecipientStep', () => {
+	beforeEach(() => {
+		jest.clearAllMocks();
+	});
+
+	test.each(testCases)(`renders %s without crashing`, async (_storyname, Story) => {
+		const view = render(<Story />, { wrapper: mockAppRoot().build() });
+		expect(view.baseElement).toMatchSnapshot();
+	});
+
+	test.each(testCases)('%s should have no a11y violations', async (_storyname, Story) => {
+		const { container } = render(<Story />, { wrapper: mockAppRoot().build() });
+
+		const results = await axe(container);
+		expect(results).toHaveNoViolations();
+	});
+
+	it('shows a loading state on the button while submit is pending', async () => {
+		isSubmitting = true;
+		const { rerender } = render(<RecipientStep onSubmit={jest.fn()} />, { wrapper: appRoot.build() });
+
+		const nextButton = screen.getByRole('button', { name: 'Next' });
+		await userEvent.click(nextButton);
+
+		expect(nextButton).toBeDisabled();
+		expect(mockWizardApi.next).not.toHaveBeenCalled();
+
+		isSubmitting = false;
+		rerender(<RecipientStep onSubmit={jest.fn()} />);
+
+		await waitFor(() => expect(nextButton).not.toBeDisabled());
+	});
+
+	it('should call onSubmit with form values when form submits successfully', async () => {
+		const expectedPayload: RecipientFormSubmitPayload = {
+			contact: createFakeContact({ _id: 'contact-id' }),
+			contactId: 'contact-id',
+			providerId: 'provider-id',
+			provider: createFakeProviderMetadata({ providerId: 'provider-id' }),
+			recipient: '',
+			sender: '',
+		};
+
+		const onSubmit = jest.fn();
+
+		render(<RecipientStep onSubmit={onSubmit} />, { wrapper: appRoot.build() });
+
+		act(() => currentOnSubmit(expectedPayload));
+
+		await waitFor(() => expect(onSubmit).toHaveBeenCalledWith(expectedPayload));
+	});
+});

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/steps/RecipientStep.stories.tsx

@@ -0,0 +1,97 @@
+import { Box } from '@rocket.chat/fuselage';
+import { mockAppRoot } from '@rocket.chat/mock-providers';
+import { WizardContext, StepsLinkedList } from '@rocket.chat/ui-client';
+import type { Meta, StoryObj } from '@storybook/react';
+import { action } from 'storybook/actions';
+
+import RecipientStep from './RecipientStep';
+import { createFakeContact, createFakeContactChannel, createFakeContactWithManagerData } from '../../../../../../../../tests/mocks/data';
+import { createFakeOutboundTemplate, createFakeProviderMetadata } from '../../../../../../../../tests/mocks/data/outbound-message';
+
+const steps = new StepsLinkedList([
+	{ id: 'test-step-1', title: 'Test Step 1' },
+	{ id: 'test-step-2', title: 'Test Step 2' },
+	{ id: 'test-step-3', title: 'Test Step 3' },
+]);
+
+const mockWizardApi = {
+	steps,
+	currentStep: steps.head?.next ?? null,
+	next: () => undefined,
+	previous: () => undefined,
+	register: () => () => undefined,
+	goTo: () => undefined,
+	resetNextSteps: () => undefined,
+};
+
+const recipientPhone = { raw: '+12127774567', formatted: '+1 212-777-4567' };
+const senderPhone = { raw: '+12125554567', formatted: '+1 212-555-4567' };
+const contactWithManagerMock = createFakeContactWithManagerData({
+	_id: 'contact-1',
+	name: 'John Doe',
+	phones: [{ phoneNumber: recipientPhone.raw }],
+	channels: [
+		createFakeContactChannel({
+			name: 'provider-1',
+			lastChat: { _id: '', ts: new Date().toISOString() },
+		}),
+	],
+});
+
+const { contactManager: _, ...contactNormal } = contactWithManagerMock;
+const contactMock = createFakeContact(contactNormal);
+
+const providerMock = createFakeProviderMetadata({
+	providerId: 'provider-1',
+	providerName: 'WhatsApp',
+	templates: {
+		[senderPhone.raw]: [createFakeOutboundTemplate({ phoneNumber: senderPhone.raw })],
+	},
+});
+
+const AppRoot = mockAppRoot()
+	.withEndpoint('GET', '/v1/omnichannel/outbound/providers', () => ({ providers: [providerMock] }))
+	.withEndpoint('GET', '/v1/omnichannel/outbound/providers/:id/metadata', () => ({ metadata: providerMock }))
+	.withEndpoint('GET', '/v1/omnichannel/contacts.get', () => ({ contact: contactMock }))
+	.withEndpoint('GET', '/v1/omnichannel/contacts.search', () => ({ contacts: [contactWithManagerMock], count: 1, offset: 0, total: 1 }))
+	.build();
+
+const meta = {
+	component: RecipientStep,
+	parameters: {
+		controls: { hideNoControlsWarning: true },
+	},
+	decorators: [
+		(Story) => (
+			<AppRoot>
+				<WizardContext.Provider value={mockWizardApi}>
+					<Box maxWidth={600} margin='auto'>
+						<Story />
+					</Box>
+				</WizardContext.Provider>
+			</AppRoot>
+		),
+	],
+} satisfies Meta<typeof RecipientStep>;
+
+export default meta;
+type Story = StoryObj<typeof meta>;
+
+export const Default: Story = {
+	args: {
+		defaultValues: {},
+		onSubmit: action('onSubmit'),
+	},
+};
+
+export const WithDefaultValues: Story = {
+	args: {
+		onSubmit: action('onSubmit'),
+		defaultValues: {
+			contactId: contactWithManagerMock._id,
+			providerId: providerMock.providerId,
+			recipient: recipientPhone.raw,
+			sender: senderPhone.raw,
+		},
+	},
+};

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/steps/RecipientStep.tsx

@@ -0,0 +1,35 @@
+import { useStableCallback } from '@rocket.chat/fuselage-hooks';
+import { useWizardContext, WizardActions, WizardNextButton } from '@rocket.chat/ui-client';
+
+import type { RecipientFormData, RecipientFormSubmitPayload } from '../forms/RecipientForm';
+import RecipientForm from '../forms/RecipientForm';
+
+export type RecipientStepProps = {
+	defaultValues?: Partial<RecipientFormData>;
+	onDirty?: () => void;
+	onSubmit(values: RecipientFormSubmitPayload): void;
+};
+
+const RecipientStep = ({ defaultValues, onDirty, onSubmit }: RecipientStepProps) => {
+	const { next } = useWizardContext();
+
+	const handleSubmit = useStableCallback((values: RecipientFormSubmitPayload) => {
+		onSubmit(values);
+		next();
+	});
+
+	return (
+		<RecipientForm
+			defaultValues={defaultValues}
+			onDirty={onDirty}
+			onSubmit={handleSubmit}
+			renderActions={({ isSubmitting }) => (
+				<WizardActions>
+					<WizardNextButton manual type='submit' loading={isSubmitting} />
+				</WizardActions>
+			)}
+		/>
+	);
+};
+
+export default RecipientStep;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/steps/RepliesStep.spec.tsx

@@ -0,0 +1,123 @@
+import { mockAppRoot } from '@rocket.chat/mock-providers';
+import { WizardContext, StepsLinkedList } from '@rocket.chat/ui-client';
+import { composeStories } from '@storybook/react';
+import { render, screen, waitFor } from '@testing-library/react';
+import userEvent from '@testing-library/user-event';
+import { axe } from 'jest-axe';
+import { act, type ComponentProps } from 'react';
+
+import RepliesStep from './RepliesStep';
+import * as stories from './RepliesStep.stories';
+import type RepliesForm from '../forms/RepliesForm';
+
+const testCases = Object.values(composeStories(stories)).map((Story) => [Story.storyName || 'Story', Story]);
+
+let isSubmitting = false;
+let currentOnSubmit: (payload: Record<string, unknown>) => void = () => undefined;
+const mockRepliesForm = jest.fn().mockImplementation((props) => {
+	currentOnSubmit = props.onSubmit;
+	return <div data-testid='replies-form'>{props.renderActions?.({ isSubmitting })}</div>;
+});
+jest.mock('../forms/RepliesForm', () => ({
+	__esModule: true,
+	default: (props: ComponentProps<typeof RepliesForm>) => mockRepliesForm(props),
+}));
+
+const steps = new StepsLinkedList([
+	{ id: 'test-step-1', title: 'Test Step 1' },
+	{ id: 'test-step-2', title: 'Test Step 2' },
+	{ id: 'test-step-3', title: 'Test Step 3' },
+]);
+
+const mockWizardApi = {
+	steps,
+	currentStep: steps.head?.next ?? null,
+	next: jest.fn(),
+	previous: jest.fn(),
+	register: jest.fn(),
+	goTo: jest.fn(),
+	resetNextSteps: jest.fn(),
+};
+
+const appRoot = mockAppRoot()
+	.withJohnDoe()
+	.wrap((children) => {
+		return <WizardContext.Provider value={mockWizardApi}>{children}</WizardContext.Provider>;
+	});
+
+describe('RepliesStep', () => {
+	beforeEach(() => {
+		jest.clearAllMocks();
+	});
+
+	test.each(testCases)(`renders %s without crashing`, async (_storyname, Story) => {
+		const view = render(<Story />, { wrapper: mockAppRoot().build() });
+		expect(view.baseElement).toMatchSnapshot();
+	});
+
+	test.each(testCases)('%s should have no a11y violations', async (_storyname, Story) => {
+		const { container } = render(<Story />, { wrapper: mockAppRoot().build() });
+
+		const results = await axe(container);
+		expect(results).toHaveNoViolations();
+	});
+
+	it('should pass accessibility tests', async () => {
+		const defaultValues = { departmentId: 'test-department-id', agentId: 'test-agent-id' };
+
+		const { container } = render(<RepliesStep defaultValues={defaultValues} onSubmit={jest.fn()} />, {
+			wrapper: appRoot.build(),
+		});
+		const results = await axe(container);
+		expect(results).toHaveNoViolations();
+	});
+
+	it('should render message form with correct props', () => {
+		const defaultValues = { departmentId: 'test-department-id', agentId: 'test-agent-id' };
+
+		render(<RepliesStep defaultValues={defaultValues} onSubmit={jest.fn()} />, {
+			wrapper: appRoot.build(),
+		});
+
+		expect(screen.getByTestId('replies-form')).toBeInTheDocument();
+		expect(mockRepliesForm).toHaveBeenCalledWith(expect.objectContaining({ defaultValues }));
+	});
+
+	it('should call onSubmit with form values when form submits successfully', async () => {
+		const expectedPayload = {
+			departmentId: 'test-department-id',
+			agentId: 'test-agent-id',
+		};
+		const onSubmit = jest.fn();
+
+		render(<RepliesStep onSubmit={onSubmit} />, { wrapper: appRoot.build() });
+
+		await act(() => currentOnSubmit(expectedPayload));
+
+		await waitFor(() => expect(onSubmit).toHaveBeenCalledWith(expectedPayload));
+	});
+
+	it('should call previous step when back button is clicked', async () => {
+		render(<RepliesStep onSubmit={jest.fn()} />, { wrapper: appRoot.build() });
+
+		const backButton = screen.getByRole('button', { name: 'Back' });
+		await userEvent.click(backButton);
+
+		await waitFor(() => expect(mockWizardApi.previous).toHaveBeenCalled());
+	});
+
+	it('shows a loading state on the button while submit is pending', async () => {
+		isSubmitting = true;
+		const { rerender } = render(<RepliesStep onSubmit={jest.fn()} />, { wrapper: appRoot.build() });
+
+		const nextButton = screen.getByRole('button', { name: 'Next' });
+		await userEvent.click(nextButton);
+
+		expect(nextButton).toBeDisabled();
+
+		isSubmitting = false;
+		rerender(<RepliesStep onSubmit={jest.fn()} />);
+
+		await waitFor(() => expect(nextButton).not.toBeDisabled());
+	});
+});

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/steps/RepliesStep.stories.tsx

@@ -0,0 +1,83 @@
+import { faker } from '@faker-js/faker';
+import { Box } from '@rocket.chat/fuselage';
+import { mockAppRoot } from '@rocket.chat/mock-providers';
+import { WizardContext, StepsLinkedList } from '@rocket.chat/ui-client';
+import type { Meta, StoryObj } from '@storybook/react';
+import { action } from 'storybook/actions';
+
+import RepliesStep from './RepliesStep';
+import { createFakeAgent, createFakeDepartment } from '../../../../../../../../tests/mocks/data';
+
+const steps = new StepsLinkedList([
+	{ id: 'test-step-1', title: 'Test Step 1' },
+	{ id: 'test-step-2', title: 'Test Step 2' },
+	{ id: 'test-step-3', title: 'Test Step 3' },
+]);
+
+const mockWizardApi = {
+	steps,
+	currentStep: steps.head?.next ?? null,
+	next: () => undefined,
+	previous: () => undefined,
+	register: () => () => undefined,
+	goTo: () => undefined,
+	resetNextSteps: () => undefined,
+};
+
+const mockDepartment = createFakeDepartment({ name: `${faker.commerce.department()} Department` });
+
+const mockAgent = createFakeAgent({ _id: 'agent-1' });
+const mockDepartmentAgent = {
+	...mockAgent,
+	username: mockAgent.username || '',
+	agentId: mockAgent._id,
+	departmentId: mockDepartment._id,
+	departmentEnabled: true,
+	count: 0,
+	order: 0,
+};
+
+const AppRoot = mockAppRoot()
+	.withEndpoint('GET', '/v1/livechat/department', () => ({ departments: [mockDepartment], count: 1, offset: 0, total: 1 }))
+	.withEndpoint('GET', '/v1/livechat/users/agent', () => ({ users: [{ ...mockAgent, departments: [] }], count: 1, offset: 0, total: 1 }))
+	.withEndpoint('GET', '/v1/livechat/department/:_id', () => ({ department: mockDepartment, agents: [mockDepartmentAgent] }))
+	.withEndpoint('GET', '/v1/livechat/users/agent/:_id', () => ({ user: mockAgent }))
+	.build();
+
+const meta = {
+	component: RepliesStep,
+	parameters: {
+		controls: { hideNoControlsWarning: true },
+	},
+	decorators: [
+		(Story) => (
+			<AppRoot>
+				<WizardContext.Provider value={mockWizardApi}>
+					<Box maxWidth={600} margin='auto'>
+						<Story />
+					</Box>
+				</WizardContext.Provider>
+			</AppRoot>
+		),
+	],
+} satisfies Meta<typeof RepliesStep>;
+
+export default meta;
+type Story = StoryObj<typeof meta>;
+
+export const Default: Story = {
+	args: {
+		defaultValues: {},
+		onSubmit: action('onSubmit'),
+	},
+};
+
+export const WithDefaultValues: Story = {
+	args: {
+		onSubmit: action('onSubmit'),
+		defaultValues: {
+			departmentId: mockDepartment._id,
+			agentId: mockAgent._id,
+		},
+	},
+};

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/steps/RepliesStep.tsx

@@ -0,0 +1,34 @@
+import { useStableCallback } from '@rocket.chat/fuselage-hooks';
+import { useWizardContext, WizardActions, WizardBackButton, WizardNextButton } from '@rocket.chat/ui-client';
+
+import type { RepliesFormData, RepliesFormSubmitPayload } from '../forms/RepliesForm';
+import RepliesForm from '../forms/RepliesForm';
+
+export type RepliesStepProps = {
+	defaultValues?: Partial<RepliesFormData>;
+	onSubmit(values: RepliesFormSubmitPayload): void;
+};
+
+const RepliesStep = ({ defaultValues, onSubmit }: RepliesStepProps) => {
+	const { next } = useWizardContext();
+
+	const handleSubmit = useStableCallback(async (values: RepliesFormSubmitPayload) => {
+		onSubmit(values);
+		next();
+	});
+
+	return (
+		<RepliesForm
+			defaultValues={defaultValues}
+			onSubmit={handleSubmit}
+			renderActions={({ isSubmitting }) => (
+				<WizardActions>
+					<WizardBackButton />
+					<WizardNextButton manual type='submit' loading={isSubmitting} />
+				</WizardActions>
+			)}
+		/>
+	);
+};
+
+export default RepliesStep;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/steps/ReviewStep.spec.tsx

@@ -0,0 +1,138 @@
+import { mockAppRoot } from '@rocket.chat/mock-providers';
+import { WizardContext, StepsLinkedList } from '@rocket.chat/ui-client';
+import { composeStories } from '@storybook/react';
+import { render, screen, waitFor } from '@testing-library/react';
+import userEvent from '@testing-library/user-event';
+import { axe } from 'jest-axe';
+import type { ComponentProps } from 'react';
+
+import ReviewStep from './ReviewStep';
+import * as stories from './ReviewStep.stories';
+
+const testCases = Object.values(composeStories(stories)).map((Story) => [Story.storyName || 'Story', Story]);
+
+jest.mock('../../OutboundMessagePreview', () => ({
+	__esModule: true,
+	default: (props: any) => <div data-testid='outbound-message-preview' {...props} />,
+}));
+
+const steps = new StepsLinkedList([
+	{ id: 'test-step-1', title: 'Test Step 1' },
+	{ id: 'test-step-2', title: 'Test Step 2' },
+	{ id: 'test-step-3', title: 'Test Step 3' },
+]);
+
+const mockWizardApi = {
+	steps,
+	currentStep: steps.head?.next ?? null,
+	next: jest.fn(),
+	previous: jest.fn(),
+	register: jest.fn(),
+	goTo: jest.fn(),
+	resetNextSteps: jest.fn(),
+};
+
+const appRoot = mockAppRoot()
+	.withJohnDoe()
+	.withTranslations('en', 'core', {
+		Send: 'Send',
+	})
+	.wrap((children) => {
+		return <WizardContext.Provider value={mockWizardApi}>{children}</WizardContext.Provider>;
+	})
+	.build();
+
+describe('ReviewStep', () => {
+	const onSendMock = jest.fn();
+
+	const defaultProps: ComponentProps<typeof ReviewStep> = {
+		onSend: onSendMock,
+	};
+
+	beforeEach(() => {
+		jest.clearAllMocks();
+	});
+
+	test.each(testCases)(`renders %s without crashing`, async (_storyname, Story) => {
+		const view = render(<Story />, { wrapper: mockAppRoot().build() });
+		expect(view.baseElement).toMatchSnapshot();
+	});
+
+	test.each(testCases)('%s should have no a11y violations', async (_storyname, Story) => {
+		const { container } = render(<Story />, { wrapper: mockAppRoot().build() });
+
+		const results = await axe(container);
+		expect(results).toHaveNoViolations();
+	});
+
+	it('renders correctly with OutboundMessagePreview and a send button', () => {
+		render(<ReviewStep {...defaultProps} />, { wrapper: appRoot });
+
+		expect(screen.getByTestId('outbound-message-preview')).toBeInTheDocument();
+		expect(screen.getByRole('button', { name: 'Send' })).toBeInTheDocument();
+	});
+
+	it('should pass accessibility tests', async () => {
+		const { container } = render(<ReviewStep {...defaultProps} />, { wrapper: appRoot });
+		const results = await axe(container);
+		expect(results).toHaveNoViolations();
+	});
+
+	it('should call previous step when back button is clicked', async () => {
+		render(<ReviewStep {...defaultProps} />, { wrapper: appRoot });
+		const backButton = screen.getByRole('button', { name: 'Back' });
+		await userEvent.click(backButton);
+
+		await waitFor(() => expect(mockWizardApi.previous).toHaveBeenCalled());
+	});
+
+	it('calls onSend when the send button is clicked', async () => {
+		onSendMock.mockResolvedValue(undefined);
+		render(<ReviewStep {...defaultProps} />, { wrapper: appRoot });
+
+		const sendButton = screen.getByRole('button', { name: 'Send' });
+		await userEvent.click(sendButton);
+
+		expect(onSendMock).toHaveBeenCalledTimes(1);
+	});
+
+	it('shows a loading state on the button while onSend is pending', async () => {
+		let resolvePromise: (value: unknown) => void = jest.fn();
+		onSendMock.mockReturnValue(
+			new Promise((resolve) => {
+				resolvePromise = resolve;
+			}),
+		);
+
+		render(<ReviewStep {...defaultProps} />, { wrapper: appRoot });
+
+		const sendButton = screen.getByRole('button', { name: 'Send' });
+		await userEvent.click(sendButton);
+
+		await waitFor(() => expect(sendButton).toBeDisabled());
+
+		resolvePromise(undefined);
+
+		await waitFor(() => expect(sendButton).not.toBeDisabled());
+	});
+
+	it('removes loading state if onSend rejects', async () => {
+		let rejectPromise: (reason?: any) => void = jest.fn();
+		onSendMock.mockReturnValue(
+			new Promise((_, reject) => {
+				rejectPromise = reject;
+			}),
+		);
+
+		render(<ReviewStep {...defaultProps} />, { wrapper: appRoot });
+
+		const sendButton = screen.getByRole('button', { name: 'Send' });
+		await userEvent.click(sendButton);
+
+		await waitFor(() => expect(sendButton).toBeDisabled());
+
+		rejectPromise(new Error('Failed to send'));
+
+		await waitFor(() => expect(sendButton).not.toBeDisabled());
+	});
+});

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/steps/ReviewStep.stories.tsx

@@ -0,0 +1,67 @@
+import { Box } from '@rocket.chat/fuselage';
+import { WizardContext, StepsLinkedList } from '@rocket.chat/ui-client';
+import type { Meta, StoryObj } from '@storybook/react';
+
+import ReviewStep from './ReviewStep';
+import { createFakeOutboundTemplate } from '../../../../../../../../tests/mocks/data/outbound-message';
+
+const steps = new StepsLinkedList([
+	{ id: 'test-step-1', title: 'Test Step 1' },
+	{ id: 'test-step-2', title: 'Test Step 2' },
+	{ id: 'test-step-3', title: 'Test Step 3' },
+]);
+
+const mockWizardApi = {
+	steps,
+	currentStep: steps.head?.next ?? null,
+	next: () => undefined,
+	previous: () => undefined,
+	register: () => () => undefined,
+	goTo: () => undefined,
+	resetNextSteps: () => undefined,
+};
+
+const meta = {
+	component: ReviewStep,
+	parameters: {
+		controls: { hideNoControlsWarning: true },
+	},
+	decorators: [
+		(Story) => (
+			<WizardContext.Provider value={mockWizardApi}>
+				<Box maxWidth={600} margin='auto'>
+					<Story />
+				</Box>
+			</WizardContext.Provider>
+		),
+	],
+} satisfies Meta<typeof ReviewStep>;
+
+export default meta;
+type Story = StoryObj<typeof meta>;
+
+export const Default: Story = {
+	args: {
+		agentName: 'John Doe',
+		contactName: 'Jane Smith',
+		agentUsername: 'johndoe',
+		departmentName: 'Support',
+		providerName: 'Rocket.Chat',
+		providerType: 'phone',
+		sender: '+1234567890',
+		recipient: '+0987654321',
+		templateParameters: {
+			header: [{ type: 'text', format: 'text', value: 'Dentist' }],
+			body: [
+				{ type: 'text', format: 'text', value: 'John Doe' },
+				{ type: 'text', format: 'text', value: 'tomorrow' },
+				{ type: 'text', format: 'text', value: '10:00 AM' },
+				{ type: 'text', format: 'text', value: '14:00 PM' },
+				{ type: 'text', format: 'text', value: 'slot' },
+				{ type: 'text', format: 'text', value: 'John Doe' },
+			],
+		},
+		template: createFakeOutboundTemplate(),
+		onSend: () => Promise.resolve(),
+	},
+};

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/steps/ReviewStep.tsx

@@ -0,0 +1,35 @@
+import { Box, Button, Scrollable } from '@rocket.chat/fuselage';
+import { WizardActions, WizardBackButton } from '@rocket.chat/ui-client';
+import { useMutation } from '@tanstack/react-query';
+import type { ComponentProps } from 'react';
+import { useTranslation } from 'react-i18next';
+
+import OutboundMessagePreview from '../../OutboundMessagePreview';
+
+export type ReviewStepProps = ComponentProps<typeof OutboundMessagePreview> & {
+	onSend(): Promise<void>;
+};
+
+const ReviewStep = ({ onSend, ...props }: ReviewStepProps) => {
+	const { t } = useTranslation();
+
+	const sendMutation = useMutation({ mutationFn: onSend });
+
+	return (
+		<Box display='flex' flexDirection='column' height='100%'>
+			<Scrollable vertical>
+				<OutboundMessagePreview {...props} maxHeight={500} />
+			</Scrollable>
+
+			<WizardActions annotation={t('Messages_cannot_be_unsent')}>
+				<WizardBackButton />
+
+				<Button primary icon='send' loading={sendMutation.isPending} onClick={() => sendMutation.mutate()}>
+					{t('Send')}
+				</Button>
+			</WizardActions>
+		</Box>
+	);
+};
+
+export default ReviewStep;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/steps/__snapshots__/MessageStep.spec.tsx.snap

@@ -0,0 +1,89 @@
+// Jest Snapshot v1, https://jestjs.io/docs/snapshot-testing
+
+exports[`MessageStep renders Default without crashing 1`] = `
+<body>
+  <div>
+    <div
+      class="rcx-box rcx-box--full rcx-css-162rsse"
+    >
+      <div
+        data-testid="message-form"
+      >
+        <div
+          class="rcx-box rcx-box--full steps-wizard-footer rcx-css-7vikfg"
+        >
+          <div
+            class="rcx-button-group rcx-button-group--align-start"
+            role="group"
+          >
+            <button
+              class="rcx-box rcx-box--full rcx-button"
+              type="button"
+            >
+              <span
+                class="rcx-button--content"
+              >
+                Back
+              </span>
+            </button>
+            <button
+              class="rcx-box rcx-box--full rcx-button--primary rcx-button"
+              type="submit"
+            >
+              <span
+                class="rcx-button--content"
+              >
+                Next
+              </span>
+            </button>
+          </div>
+        </div>
+      </div>
+    </div>
+  </div>
+</body>
+`;
+
+exports[`MessageStep renders WithDefaultValues without crashing 1`] = `
+<body>
+  <div>
+    <div
+      class="rcx-box rcx-box--full rcx-css-162rsse"
+    >
+      <div
+        data-testid="message-form"
+      >
+        <div
+          class="rcx-box rcx-box--full steps-wizard-footer rcx-css-7vikfg"
+        >
+          <div
+            class="rcx-button-group rcx-button-group--align-start"
+            role="group"
+          >
+            <button
+              class="rcx-box rcx-box--full rcx-button"
+              type="button"
+            >
+              <span
+                class="rcx-button--content"
+              >
+                Back
+              </span>
+            </button>
+            <button
+              class="rcx-box rcx-box--full rcx-button--primary rcx-button"
+              type="submit"
+            >
+              <span
+                class="rcx-button--content"
+              >
+                Next
+              </span>
+            </button>
+          </div>
+        </div>
+      </div>
+    </div>
+  </div>
+</body>
+`;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/steps/__snapshots__/RecipientStep.spec.tsx.snap

@@ -0,0 +1,69 @@
+// Jest Snapshot v1, https://jestjs.io/docs/snapshot-testing
+
+exports[`RecipientStep renders Default without crashing 1`] = `
+<body>
+  <div>
+    <div
+      class="rcx-box rcx-box--full rcx-css-162rsse"
+    >
+      <div
+        data-testid="recipient-form"
+      >
+        <div
+          class="rcx-box rcx-box--full steps-wizard-footer rcx-css-7vikfg"
+        >
+          <div
+            class="rcx-button-group rcx-button-group--align-start"
+            role="group"
+          >
+            <button
+              class="rcx-box rcx-box--full rcx-button--primary rcx-button"
+              type="submit"
+            >
+              <span
+                class="rcx-button--content"
+              >
+                Next
+              </span>
+            </button>
+          </div>
+        </div>
+      </div>
+    </div>
+  </div>
+</body>
+`;
+
+exports[`RecipientStep renders WithDefaultValues without crashing 1`] = `
+<body>
+  <div>
+    <div
+      class="rcx-box rcx-box--full rcx-css-162rsse"
+    >
+      <div
+        data-testid="recipient-form"
+      >
+        <div
+          class="rcx-box rcx-box--full steps-wizard-footer rcx-css-7vikfg"
+        >
+          <div
+            class="rcx-button-group rcx-button-group--align-start"
+            role="group"
+          >
+            <button
+              class="rcx-box rcx-box--full rcx-button--primary rcx-button"
+              type="submit"
+            >
+              <span
+                class="rcx-button--content"
+              >
+                Next
+              </span>
+            </button>
+          </div>
+        </div>
+      </div>
+    </div>
+  </div>
+</body>
+`;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/steps/__snapshots__/RepliesStep.spec.tsx.snap

@@ -0,0 +1,89 @@
+// Jest Snapshot v1, https://jestjs.io/docs/snapshot-testing
+
+exports[`RepliesStep renders Default without crashing 1`] = `
+<body>
+  <div>
+    <div
+      class="rcx-box rcx-box--full rcx-css-162rsse"
+    >
+      <div
+        data-testid="replies-form"
+      >
+        <div
+          class="rcx-box rcx-box--full steps-wizard-footer rcx-css-7vikfg"
+        >
+          <div
+            class="rcx-button-group rcx-button-group--align-start"
+            role="group"
+          >
+            <button
+              class="rcx-box rcx-box--full rcx-button"
+              type="button"
+            >
+              <span
+                class="rcx-button--content"
+              >
+                Back
+              </span>
+            </button>
+            <button
+              class="rcx-box rcx-box--full rcx-button--primary rcx-button"
+              type="submit"
+            >
+              <span
+                class="rcx-button--content"
+              >
+                Next
+              </span>
+            </button>
+          </div>
+        </div>
+      </div>
+    </div>
+  </div>
+</body>
+`;
+
+exports[`RepliesStep renders WithDefaultValues without crashing 1`] = `
+<body>
+  <div>
+    <div
+      class="rcx-box rcx-box--full rcx-css-162rsse"
+    >
+      <div
+        data-testid="replies-form"
+      >
+        <div
+          class="rcx-box rcx-box--full steps-wizard-footer rcx-css-7vikfg"
+        >
+          <div
+            class="rcx-button-group rcx-button-group--align-start"
+            role="group"
+          >
+            <button
+              class="rcx-box rcx-box--full rcx-button"
+              type="button"
+            >
+              <span
+                class="rcx-button--content"
+              >
+                Back
+              </span>
+            </button>
+            <button
+              class="rcx-box rcx-box--full rcx-button--primary rcx-button"
+              type="submit"
+            >
+              <span
+                class="rcx-button--content"
+              >
+                Next
+              </span>
+            </button>
+          </div>
+        </div>
+      </div>
+    </div>
+  </div>
+</body>
+`;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/steps/__snapshots__/ReviewStep.spec.tsx.snap

@@ -0,0 +1,70 @@
+// Jest Snapshot v1, https://jestjs.io/docs/snapshot-testing
+
+exports[`ReviewStep renders Default without crashing 1`] = `
+<body>
+  <div>
+    <div
+      class="rcx-box rcx-box--full rcx-css-162rsse"
+    >
+      <div
+        class="rcx-box rcx-box--full rcx-css-ogq2n4"
+      >
+        <div
+          agentname="John Doe"
+          agentusername="johndoe"
+          contactname="Jane Smith"
+          data-testid="outbound-message-preview"
+          departmentname="Support"
+          maxheight="500"
+          providername="Rocket.Chat"
+          providertype="phone"
+          recipient="+0987654321"
+          sender="+1234567890"
+          template="[object Object]"
+          templateparameters="[object Object]"
+        />
+        <div
+          class="rcx-box rcx-box--full steps-wizard-footer rcx-css-7vikfg"
+        >
+          <div
+            class="rcx-box rcx-box--full rcx-css-17mntgq"
+          >
+            Messages_cannot_be_unsent
+          </div>
+          <div
+            class="rcx-button-group rcx-button-group--align-start"
+            role="group"
+          >
+            <button
+              class="rcx-box rcx-box--full rcx-button"
+              type="button"
+            >
+              <span
+                class="rcx-button--content"
+              >
+                Back
+              </span>
+            </button>
+            <button
+              class="rcx-box rcx-box--full rcx-button--primary rcx-button"
+              type="button"
+            >
+              <span
+                class="rcx-button--content"
+              >
+                <i
+                  aria-hidden="true"
+                  class="rcx-box rcx-box--full rcx-icon--name-send rcx-icon rcx-css-1hdf9ok"
+                >
+                  〈
+                </i>
+                Send
+              </span>
+            </button>
+          </div>
+        </div>
+      </div>
+    </div>
+  </div>
+</body>
+`;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/steps/index.ts

@@ -0,0 +1,4 @@
+export { default as RecipientStep } from './RecipientStep';
+export { default as MessageStep } from './MessageStep';
+export { default as RepliesStep } from './RepliesStep';
+export { default as ReviewStep } from './ReviewStep';

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/utils/cx.ts

@@ -0,0 +1,34 @@
+/**
+ * A utility function that creates a string from an object of conditional values
+ *
+ * @param conditionals An object where keys are strings and values are booleans
+ * @returns A string of space-separated entries from keys with truthy values
+ *
+ * @example
+ * cx({ 'btn': true, 'btn-primary': true, 'disabled': false })
+ * // returns 'btn btn-primary'
+ */
+export const cx = (conditionals: Record<string, boolean | undefined | null>): string => {
+	return Object.entries(conditionals)
+		.filter(([_, value]) => Boolean(value))
+		.map(([key]) => key)
+		.join(' ');
+};
+
+/**
+ * A utility function that creates a string with prefixed keys from an object of conditional values
+ *
+ * @param prefix String to prepend to each key
+ * @param conditionals An object where keys are strings and values are booleans
+ * @returns A string of space-separated entries from prefixed keys with truthy values
+ *
+ * @example
+ * cxp('form-field', { 'error': true, 'hint': false })
+ * // returns 'form-field-error'
+ */
+export const cxp = (prefix: string, conditionals: Record<string, boolean | undefined | null>): string => {
+	return Object.entries(conditionals)
+		.filter(([_, value]) => Boolean(value))
+		.map(([key]) => `${prefix}-${key}`)
+		.join(' ');
+};

apps/meteor/client/views/omnichannel/components/outboundMessage/components/OutboundMessageWizard/utils/errors.ts

@@ -0,0 +1,23 @@
+export class FormValidationError extends Error {
+	constructor(message: string) {
+		super(message);
+	}
+}
+
+export class FormFetchError extends Error {
+	constructor(message: string) {
+		super(message);
+	}
+}
+
+export class ContactNotFoundError extends FormFetchError {
+	constructor() {
+		super('error-contact-not-found');
+	}
+}
+
+export class ProviderNotFoundError extends FormFetchError {
+	constructor() {
+		super('error-provider-not-found');
+	}
+}

apps/meteor/client/views/omnichannel/components/outboundMessage/components/RecipientSelect.tsx

@@ -0,0 +1,31 @@
+import type { Serialized, ILivechatContact } from '@rocket.chat/core-typings';
+import { Select } from '@rocket.chat/fuselage';
+import type { ComponentProps, Key } from 'react';
+import { useMemo } from 'react';
+
+import { formatPhoneNumber } from '../../../../../lib/formatPhoneNumber';
+
+export type RecipientSelectProps = Omit<ComponentProps<typeof Select>, 'options' | 'onChange' | 'value'> & {
+	type: 'phone' | 'email';
+	contact: Serialized<ILivechatContact> | undefined;
+	value: string;
+	onChange: (value: Key) => void;
+};
+
+const RecipientSelect = ({ contact, type, value, disabled, onChange, ...props }: RecipientSelectProps) => {
+	const options = useMemo<[string, string][]>(() => {
+		if (!contact) {
+			return [];
+		}
+
+		if (type === 'phone') {
+			return contact.phones?.map((item) => [item.phoneNumber, formatPhoneNumber(item.phoneNumber)]) ?? [];
+		}
+
+		return contact.emails?.map((item) => [item.address, item.address]) ?? [];
+	}, [contact, type]);
+
+	return <Select {...props} aria-disabled={disabled} disabled={disabled} value={value} options={options} onChange={onChange} />;
+};
+
+export default RecipientSelect;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/SenderSelect.tsx

@@ -0,0 +1,25 @@
+import type { IOutboundProviderMetadata } from '@rocket.chat/core-typings';
+import { Select } from '@rocket.chat/fuselage';
+import { useMemo, type ComponentProps } from 'react';
+
+import { formatPhoneNumber } from '../../../../../lib/formatPhoneNumber';
+
+export type SenderSelectProps = Omit<ComponentProps<typeof Select>, 'options'> & {
+	provider: IOutboundProviderMetadata | undefined;
+};
+
+const SenderSelect = ({ provider, value, onChange, ...props }: SenderSelectProps) => {
+	const options = useMemo<[string, string][]>(() => {
+		if (!provider) {
+			return [];
+		}
+
+		return Object.keys(provider.templates).map((sender) => {
+			return provider.providerType === 'phone' ? [sender, formatPhoneNumber(sender)] : [sender, sender];
+		});
+	}, [provider]);
+
+	return <Select {...props} value={value} options={options} onChange={onChange} />;
+};
+
+export default SenderSelect;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/TemplatePlaceholderSelector/TemplatePlaceholderButton.tsx

@@ -0,0 +1,23 @@
+import type { IconButton } from '@rocket.chat/fuselage';
+import { Button } from '@rocket.chat/fuselage';
+import { forwardRef, type ComponentProps } from 'react';
+import { useTranslation } from 'react-i18next';
+
+export type TemplatePlaceholderButtonProps = Omit<ComponentProps<typeof IconButton>, 'color' | 'icon'> & {
+	icon?: ComponentProps<typeof IconButton>['icon'];
+};
+
+const TemplatePlaceholderButton = forwardRef<HTMLButtonElement, TemplatePlaceholderButtonProps>(
+	({ icon: _icon, pressed: _pressed, small: _small, size: _size, ...props }, ref) => {
+		const { t } = useTranslation();
+		return (
+			<Button ref={ref} {...props}>
+				{t('Placeholder')}
+			</Button>
+		);
+	},
+);
+
+TemplatePlaceholderButton.displayName = 'TemplatePlaceholderButton';
+
+export default TemplatePlaceholderButton;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/TemplatePlaceholderSelector/TemplatePlaceholderInput.spec.tsx

@@ -0,0 +1,52 @@
+import { mockAppRoot } from '@rocket.chat/mock-providers';
+import { render, screen } from '@testing-library/react';
+import userEvent from '@testing-library/user-event';
+import type { ComponentProps } from 'react';
+
+import TemplatePlaceholderInput from './TemplatePlaceholderInput';
+import type TemplatePlaceholderSelector from './TemplatePlaceholderSelector';
+
+const appRoot = mockAppRoot().build();
+
+jest.mock('./TemplatePlaceholderSelector', () => ({ onSelect, onOpenChange }: ComponentProps<typeof TemplatePlaceholderSelector>) => (
+	<div>
+		<button type='button' onClick={() => onSelect('Selected value')}>
+			Placeholder
+		</button>
+		<button type='button' onClick={() => onOpenChange?.(false)}>
+			Close
+		</button>
+	</div>
+));
+
+it('should call onChange when value changes', async () => {
+	const onChange = jest.fn();
+	render(<TemplatePlaceholderInput value='' onChange={onChange} />, { wrapper: appRoot });
+
+	await userEvent.type(screen.getByRole('textbox'), 'Hi');
+
+	expect(onChange).toHaveBeenCalledTimes(2);
+	expect(onChange).toHaveBeenCalledWith('H');
+	expect(onChange).toHaveBeenCalledWith('i');
+});
+
+it('should call onChange when a placeholder is selected', async () => {
+	const onChange = jest.fn();
+	render(<TemplatePlaceholderInput value='' onChange={onChange} />, { wrapper: appRoot });
+
+	await userEvent.click(screen.getByRole('button', { name: 'Placeholder' }));
+
+	expect(onChange).toHaveBeenCalledWith('Selected value');
+});
+
+it('should focus the input when the placeholder menu is closed', async () => {
+	render(<TemplatePlaceholderInput value='' onChange={jest.fn()} />, { wrapper: appRoot });
+
+	await userEvent.click(screen.getByRole('button', { name: 'Placeholder' }));
+
+	expect(screen.getByRole('textbox')).not.toHaveFocus();
+
+	await userEvent.click(screen.getByRole('button', { name: 'Close' }));
+
+	expect(screen.getByRole('textbox')).toHaveFocus();
+});

apps/meteor/client/views/omnichannel/components/outboundMessage/components/TemplatePlaceholderSelector/TemplatePlaceholderInput.tsx

@@ -0,0 +1,44 @@
+import type { ILivechatContact, Serialized } from '@rocket.chat/core-typings';
+import { Box, Icon, TextInput } from '@rocket.chat/fuselage';
+import { useStableCallback } from '@rocket.chat/fuselage-hooks';
+import { useRef, type ChangeEventHandler, type ChangeEvent, type ComponentProps } from 'react';
+
+import PlaceholderSelector from './TemplatePlaceholderSelector';
+import type { TemplateParameter } from '../../types/template';
+
+export type TemplatePlaceholderInputProps = Omit<ComponentProps<typeof TextInput>, 'value' | 'onChange'> & {
+	type?: TemplateParameter['type'];
+	value: string;
+	contact?: Serialized<ILivechatContact>;
+	onChange(value: string): void;
+};
+
+const TemplatePlaceholderInput = ({ contact, value = '', type, onChange, ...props }: TemplatePlaceholderInputProps) => {
+	const inputRef = useRef<HTMLInputElement>(null);
+
+	const handleChange = (event: ChangeEvent<HTMLInputElement> | string) => {
+		onChange(typeof event === 'string' ? event : event.currentTarget.value);
+	};
+
+	const addon = type === 'media' ? <Icon name='link' /> : undefined;
+
+	const handleOpenToggle = useStableCallback((isOpen: boolean) => {
+		if (!isOpen) inputRef.current?.focus();
+	});
+
+	return (
+		<Box display='flex' width='100%'>
+			<TextInput {...props} ref={inputRef} value={value} endAddon={addon} onChange={handleChange as ChangeEventHandler<HTMLInputElement>} />
+
+			<PlaceholderSelector
+				disabled={type !== 'text'}
+				marginInlineStart={12}
+				contact={contact}
+				onSelect={handleChange}
+				onOpenChange={handleOpenToggle}
+			/>
+		</Box>
+	);
+};
+
+export default TemplatePlaceholderInput;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/TemplatePlaceholderSelector/TemplatePlaceholderSelector.tsx

@@ -0,0 +1,34 @@
+import type { ILivechatContact, Serialized } from '@rocket.chat/core-typings';
+import { GenericMenu } from '@rocket.chat/ui-client';
+import type { ComponentProps } from 'react';
+
+import PlaceholderButton from './TemplatePlaceholderButton';
+import { useAgentSection } from './hooks/useAgentSection';
+import { useContactSection } from './hooks/useContactSection';
+import { useCustomFieldsSection } from './hooks/useCustomFieldsSection';
+
+type PlaceholderSelectorProps = Pick<ComponentProps<typeof PlaceholderButton>, 'marginInlineStart' | 'disabled'> & {
+	contact?: Serialized<ILivechatContact>;
+	onSelect(value: string): void;
+	onOpenChange?(isOpen: boolean): void;
+};
+
+const TemplatePlaceholderSelector = ({ contact, disabled, onSelect, onOpenChange, ...props }: PlaceholderSelectorProps) => {
+	const contactSection = useContactSection({ contact, onSelect });
+	const customFieldsSection = useCustomFieldsSection({ customFields: contact?.customFields, onSelect });
+	const agentSection = useAgentSection({ onSelect });
+
+	return (
+		<GenericMenu
+			button={<PlaceholderButton {...props} />}
+			onOpenChange={onOpenChange}
+			title=''
+			disabled={disabled}
+			maxWidth='100%'
+			sections={[...contactSection, ...customFieldsSection, ...agentSection]}
+			placement='bottom-end'
+		/>
+	);
+};
+
+export default TemplatePlaceholderSelector;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/TemplatePlaceholderSelector/hooks/useAgentSection.tsx

@@ -0,0 +1,47 @@
+import { useUser } from '@rocket.chat/ui-contexts';
+import { useMemo } from 'react';
+import { useTranslation } from 'react-i18next';
+
+import { formatPhoneNumber } from '../../../../../../../lib/formatPhoneNumber';
+
+type UseAgentSectionProps = {
+	onSelect(value: string): void;
+};
+
+export const useAgentSection = ({ onSelect }: UseAgentSectionProps) => {
+	const { t } = useTranslation();
+	const user = useUser();
+
+	return useMemo(() => {
+		if (!user) {
+			return [{ title: t('Agent'), items: [{ id: 'no-contact-data', content: t('No_data_found') }] }];
+		}
+
+		const renderItem = (label: string, value: string, index?: number) => (
+			<p>
+				{index ? `${label} (${index})` : label} <span>{value}</span>
+			</p>
+		);
+
+		const nameItem = {
+			id: `${user._id}.name`,
+			content: renderItem(t('Name'), user.name || user.username || t('Unnamed')),
+			onClick: () => onSelect(user.name || user._id),
+		};
+
+		const phoneItem = {
+			id: `${user._id}.phone`,
+			content: renderItem(t('Phone_number'), user.phone ? formatPhoneNumber(user.phone) : t('None')),
+			onClick: () => onSelect(user.phone || ''),
+		};
+
+		const emails =
+			user.emails?.map((item, index) => ({
+				id: `${user._id}.email.${index}`,
+				content: renderItem(t('Email'), item.address, index + 1),
+				onClick: () => onSelect(item.address),
+			})) || [];
+
+		return [{ title: t('Agent'), items: [nameItem, phoneItem, ...emails] }];
+	}, [user, onSelect, t]);
+};

apps/meteor/client/views/omnichannel/components/outboundMessage/components/TemplatePlaceholderSelector/hooks/useContactSection.tsx

@@ -0,0 +1,46 @@
+import type { ILivechatContact, Serialized } from '@rocket.chat/core-typings';
+import { useMemo } from 'react';
+import { useTranslation } from 'react-i18next';
+
+type UseContactSectionProps = {
+	contact?: Serialized<ILivechatContact>;
+	onSelect(value: string): void;
+};
+
+export const useContactSection = ({ contact, onSelect }: UseContactSectionProps) => {
+	const { t } = useTranslation();
+
+	return useMemo(() => {
+		if (!contact) {
+			return [{ title: t('Contact'), items: [{ id: 'no-contact-data', content: t('No_data_found') }] }];
+		}
+
+		const renderItem = (label: string, value: string, index?: number) => (
+			<p>
+				{index ? `${label} (${index})` : label} <span>{value}</span>
+			</p>
+		);
+
+		const nameItem = {
+			id: `${contact._id}.name`,
+			content: renderItem(t('Name'), contact.name),
+			onClick: () => onSelect(contact.name || contact._id),
+		};
+
+		const phones =
+			contact.phones?.map((item, index) => ({
+				id: `${contact._id}.phone.${index}`,
+				content: renderItem(t('Phone_number'), item.phoneNumber, index + 1),
+				onClick: () => onSelect(item.phoneNumber),
+			})) || [];
+
+		const emails =
+			contact.emails?.map((item, index) => ({
+				id: `${contact._id}.email.${index}`,
+				content: renderItem(t('Email'), item.address, index + 1),
+				onClick: () => onSelect(item.address),
+			})) || [];
+
+		return [{ title: t('Contact'), items: [nameItem, ...phones, ...emails] }];
+	}, [contact, onSelect, t]);
+};

apps/meteor/client/views/omnichannel/components/outboundMessage/components/TemplatePlaceholderSelector/hooks/useCustomFieldsSection.tsx

@@ -0,0 +1,37 @@
+import { Box } from '@rocket.chat/fuselage';
+import { useMemo } from 'react';
+import { useTranslation } from 'react-i18next';
+
+type UseCustomFieldsSectionProps = {
+	customFields?: Record<string, unknown>;
+	onSelect(value: string): void;
+};
+
+export const useCustomFieldsSection = ({ customFields, onSelect }: UseCustomFieldsSectionProps) => {
+	const { t } = useTranslation();
+
+	return useMemo(() => {
+		const entries = customFields ? Object.entries(customFields) : [];
+
+		if (!entries.length) {
+			return [{ title: t('Custom_fields'), items: [{ id: 'no-custom-fields-data', content: t('No_data_found') }] }];
+		}
+
+		const items = entries.map(([label, value]) => ({
+			id: label,
+			onClick: () => onSelect(String(value)),
+			content: (
+				<p>
+					<Box is='span' fontScale='p2m'>
+						{label}
+					</Box>{' '}
+					<Box is='span' fontScale='p2'>
+						{String(value)}
+					</Box>
+				</p>
+			),
+		}));
+
+		return [{ title: t('Custom_fields'), items }];
+	}, [customFields, onSelect, t]);
+};

apps/meteor/client/views/omnichannel/components/outboundMessage/components/TemplatePlaceholderSelector/index.ts

@@ -0,0 +1 @@
+export { default } from './TemplatePlaceholderInput';

apps/meteor/client/views/omnichannel/components/outboundMessage/components/TemplatePreview.tsx

@@ -0,0 +1,49 @@
+import type { IOutboundProviderTemplate } from '@rocket.chat/core-typings';
+import { Box, Callout } from '@rocket.chat/fuselage';
+import { useId, useMemo } from 'react';
+import { useTranslation } from 'react-i18next';
+
+import MarkdownText from '../../../../../components/MarkdownText';
+import type { TemplateParameters, ComponentType } from '../types/template';
+import { processTemplatePreviewText } from '../utils/template';
+
+export type TemplatePreviewProps = {
+	template: IOutboundProviderTemplate;
+	parameters?: TemplateParameters;
+};
+
+const TemplatePreview = ({ template, parameters = {} }: TemplatePreviewProps) => {
+	const { t } = useTranslation();
+	const previewId = useId();
+
+	const { components } = template;
+
+	const content = useMemo<Partial<Record<ComponentType, string>>>(() => {
+		return Object.fromEntries(
+			components.map((component) => {
+				if (component.type === 'header' && component.format !== 'text') {
+					return [component.type, `[${t('Media')}]`];
+				}
+
+				const values = parameters[component.type];
+				const processedText = component.text ? processTemplatePreviewText(component.text, values) : '';
+
+				return [component.type, processedText] as const;
+			}),
+		);
+	}, [components, parameters, t]);
+
+	return (
+		<Box marginBlockStart={12}>
+			<Box is='p' fontScale='p2m' marginBlockEnd={2} id={previewId}>
+				{t('Message_preview')}
+			</Box>
+			<Callout type='info' icon='balloon-text' title={content.header || ''} aria-labelledby={previewId}>
+				<MarkdownText parseEmoji content={content.body || ''} />
+				<MarkdownText parseEmoji color='annotation' content={content.footer || ''} />
+			</Callout>
+		</Box>
+	);
+};
+
+export default TemplatePreview;

apps/meteor/client/views/omnichannel/components/outboundMessage/components/TemplateSelect.spec.tsx

@@ -0,0 +1,60 @@
+import { mockAppRoot } from '@rocket.chat/mock-providers';
+import { render, screen } from '@testing-library/react';
+import userEvent from '@testing-library/user-event';
+
+import TemplateSelect from './TemplateSelect';
+import { createFakeOutboundTemplate } from '../../../../../../tests/mocks/data/outbound-message';
+
+const component = {
+	header: { type: 'header', text: 'New {{1}} appointment' },
+	body: { type: 'body', text: 'Hello {{1}}' },
+} as const;
+
+const template1 = createFakeOutboundTemplate({
+	id: 'template-1',
+	name: 'Template One',
+	language: 'en_US',
+	components: [component.body],
+});
+
+export const template2 = createFakeOutboundTemplate({
+	id: 'template-2',
+	name: 'Template Two',
+	language: 'pt_BR',
+	components: [component.header, component.body],
+});
+
+const mockTemplates = [template1, template2];
+
+const appRoot = mockAppRoot().build();
+
+describe('TemplateSelect', () => {
+	it('should render correctly', () => {
+		render(<TemplateSelect templates={mockTemplates} placeholder='Select template' value='' onChange={jest.fn()} />, { wrapper: appRoot });
+		expect(screen.getByPlaceholderText('Select template')).toBeInTheDocument();
+	});
+
+	it('should display the correct template options with language descriptions', async () => {
+		render(<TemplateSelect templates={mockTemplates} placeholder='Select template' value='' onChange={jest.fn()} />, { wrapper: appRoot });
+
+		await userEvent.click(screen.getByPlaceholderText('Select template'));
+
+		const optionOne = await screen.findByRole('option', { name: /Template One/ });
+		const optionTwo = await screen.findByRole('option', { name: /Template Two/ });
+
+		expect(optionOne).toBeInTheDocument();
+		expect(optionTwo).toBeInTheDocument();
+	});
+
+	it('should display the template language as the option description', async () => {
+		render(<TemplateSelect templates={mockTemplates} placeholder='Select template' value='' onChange={jest.fn()} />, { wrapper: appRoot });
+
+		await userEvent.click(screen.getByPlaceholderText('Select template'));
+
+		const optionOne = await screen.findByRole('option', { name: /Template One/ });
+		const optionTwo = await screen.findByRole('option', { name: /Template Two/ });
+
+		expect(optionOne).toHaveTextContent('English');
+		expect(optionTwo).toHaveTextContent('português (Brasil)');
+	});
+});

apps/meteor/client/views/omnichannel/components/outboundMessage/components/TemplateSelect.tsx

@@ -0,0 +1,50 @@
+import type { IOutboundProviderTemplate } from '@rocket.chat/core-typings';
+import type { SelectOption } from '@rocket.chat/fuselage';
+import { Option, OptionDescription, SelectFiltered } from '@rocket.chat/fuselage';
+import { useLanguages } from '@rocket.chat/ui-contexts';
+import { useMemo } from 'react';
+import type { Key, ComponentProps } from 'react';
+
+export type TemplateSelectProps = Omit<ComponentProps<typeof SelectFiltered>, 'value' | 'onChange' | 'options'> & {
+	templates: IOutboundProviderTemplate[];
+	value: string;
+	onChange(value: Key): void;
+};
+
+const TemplateSelect = ({ templates, value, onChange, ...props }: TemplateSelectProps) => {
+	const languages = useLanguages();
+
+	const [options, templateMap] = useMemo(() => {
+		const templateMap = new Map<string, IOutboundProviderTemplate>();
+		const templateOptions: SelectOption[] = [];
+
+		for (const template of templates) {
+			templateMap.set(template.id, template);
+			templateOptions.push([template.id, template.name]);
+		}
+
+		return [templateOptions, templateMap];
+	}, [templates]);
+
+	return (
+		<SelectFiltered
+			{...props}
+			value={value}
+			options={options}
+			onChange={onChange}
+			renderItem={({ label, value: templateId, ...props }) => {
+				const { language: templateLanguage = '' } = templateMap.get(templateId) || {};
+				const normalizedTemplateLanguage = templateLanguage.replace(/_/g, '-').replace(/en-US/g, 'en');
+				const language = languages.find((lang) => lang.key === normalizedTemplateLanguage);
+
+				return (
+					<Option {...props} label={label}>
+						{language ? <OptionDescription>{language.name}</OptionDescription> : null}
+					</Option>
+				);
+			}}
+		/>
+	);
+};
+
+export default TemplateSelect;

apps/meteor/client/views/omnichannel/components/outboundMessage/constants.ts

@@ -0,0 +1,4 @@
+import { links } from '../../../../lib/links';
+
+export const OUTBOUND_DOCS_LINK = links.outboundDocs;
+export const CONTACT_SALES_LINK = links.go.contactSales;

apps/meteor/client/views/omnichannel/components/outboundMessage/hooks/index.ts

@@ -0,0 +1 @@
+export * from './useOutboundMessageAccess';

apps/meteor/client/views/omnichannel/components/outboundMessage/hooks/useOutboundMessageAccess.spec.ts

@@ -0,0 +1,112 @@
+import { usePermission } from '@rocket.chat/ui-contexts';
+import type { UseQueryResult } from '@tanstack/react-query';
+import { renderHook } from '@testing-library/react';
+
+import { useOutboundMessageAccess } from './useOutboundMessageAccess';
+import { useHasLicenseModule } from '../../../../../hooks/useHasLicenseModule';
+import { useOmnichannelEnabled } from '../../../hooks/useOmnichannelEnabled';
+
+jest.mock('@rocket.chat/ui-contexts', () => ({
+	usePermission: jest.fn(),
+}));
+
+jest.mock('../../../hooks/useOmnichannelEnabled', () => ({
+	useOmnichannelEnabled: jest.fn(),
+}));
+
+jest.mock('../../../../../hooks/useHasLicenseModule', () => ({
+	useHasLicenseModule: jest.fn(),
+}));
+
+const usePermissionMock = jest.mocked(usePermission);
+const useOmnichannelEnabledMock = jest.mocked(useOmnichannelEnabled);
+const useHasLicenseModuleMock = jest.mocked(useHasLicenseModule);
+
+// TODO: do not mock the hook itself, mock only its dependencies
+const createSuccessfulQueryResult = (data: boolean): UseQueryResult<boolean, Error> => ({
+	data,
+	error: null,
+	isPending: false,
+	isError: false,
+	isLoading: false,
+	isLoadingError: false,
+	isRefetchError: false,
+	isSuccess: true,
+	isPlaceholderData: false,
+	isFetched: true,
+	isFetchedAfterMount: true,
+	isFetching: false,
+	isInitialLoading: false,
+	isPaused: false,
+	isRefetching: false,
+	isStale: false,
+	status: 'success',
+	dataUpdatedAt: Date.now(),
+	errorUpdatedAt: Date.now(),
+	failureCount: 0,
+	failureReason: null,
+	errorUpdateCount: 0,
+	refetch: () => Promise.resolve(createSuccessfulQueryResult(data)),
+	fetchStatus: 'idle',
+	promise: Promise.resolve(data),
+});
+
+describe('useOutboundMessageAccess', () => {
+	beforeEach(() => {
+		jest.clearAllMocks();
+	});
+
+	it('should return false if omnichannel is not enabled', () => {
+		useOmnichannelEnabledMock.mockReturnValue(false);
+		useHasLicenseModuleMock.mockReturnValue(createSuccessfulQueryResult(true));
+		usePermissionMock.mockReturnValue(true);
+
+		const { result } = renderHook(() => useOutboundMessageAccess());
+		expect(result.current).toBe(false);
+	});
+
+	it('should return true if omnichannel module is missing (upsell)', () => {
+		useOmnichannelEnabledMock.mockReturnValue(true);
+		useHasLicenseModuleMock.mockImplementation((module) => createSuccessfulQueryResult(module !== 'livechat-enterprise'));
+		usePermissionMock.mockReturnValue(true);
+
+		const { result } = renderHook(() => useOutboundMessageAccess());
+		expect(result.current).toBe(true);
+	});
+
+	it('should return true if outbound module is missing (upsell)', () => {
+		useOmnichannelEnabledMock.mockReturnValue(true);
+		useHasLicenseModuleMock.mockImplementation((module) => createSuccessfulQueryResult(module !== 'outbound-messaging'));
+		usePermissionMock.mockReturnValue(true);
+
+		const { result } = renderHook(() => useOutboundMessageAccess());
+		expect(result.current).toBe(true);
+	});
+
+	it('should return true if both modules are missing (upsell)', () => {
+		useOmnichannelEnabledMock.mockReturnValue(true);
+		useHasLicenseModuleMock.mockReturnValue(createSuccessfulQueryResult(false));
+		usePermissionMock.mockReturnValue(true);
+
+		const { result } = renderHook(() => useOutboundMessageAccess());
+		expect(result.current).toBe(true);
+	});
+
+	it('should return true if all conditions are met and user has permission', () => {
+		useOmnichannelEnabledMock.mockReturnValue(true);
+		useHasLicenseModuleMock.mockReturnValue(createSuccessfulQueryResult(true));
+		usePermissionMock.mockReturnValue(true);
+
+		const { result } = renderHook(() => useOutboundMessageAccess());
+		expect(result.current).toBe(true);
+	});
+
+	it('should return false if all conditions are met but user does not have permission', () => {
+		useOmnichannelEnabledMock.mockReturnValue(true);
+		useHasLicenseModuleMock.mockReturnValue(createSuccessfulQueryResult(true));
+		usePermissionMock.mockReturnValue(false);
+
+		const { result } = renderHook(() => useOutboundMessageAccess());
+		expect(result.current).toBe(false);
+	});
+});

apps/meteor/client/views/omnichannel/components/outboundMessage/hooks/useOutboundMessageAccess.ts

@@ -0,0 +1,21 @@
+import { usePermission } from '@rocket.chat/ui-contexts';
+
+import { useHasLicenseModule } from '../../../../../hooks/useHasLicenseModule';
+import { useOmnichannelEnabled } from '../../../hooks/useOmnichannelEnabled';
+
+export const useOutboundMessageAccess = (): boolean => {
+	const isOmnichannelEnabled = useOmnichannelEnabled();
+	const { data: hasOmnichannelModule = false } = useHasLicenseModule('livechat-enterprise');
+	const { data: hasOutboundModule = false } = useHasLicenseModule('outbound-messaging');
+	const hasPermission = usePermission('outbound.send-messages');
+
+	if (!isOmnichannelEnabled) {
+		return false;
+	}
+
+	if (!hasOmnichannelModule || !hasOutboundModule) {
+		return true;
+	}
+
+	return hasPermission;
+};

apps/meteor/client/views/omnichannel/components/outboundMessage/hooks/useOutboundProvidersList.ts

@@ -0,0 +1,35 @@
+import type { IOutboundProvider, Serialized } from '@rocket.chat/core-typings';
+import type { OperationResult } from '@rocket.chat/rest-typings';
+import { useEndpoint, usePermission } from '@rocket.chat/ui-contexts';
+import type { UseQueryOptions } from '@tanstack/react-query';
+import { useQuery } from '@tanstack/react-query';
+
+import { useHasLicenseModule } from '../../../../../hooks/useHasLicenseModule';
+import { omnichannelQueryKeys } from '../../../../../lib/queryKeys';
+import { useOmnichannelEnterpriseEnabled } from '../../../hooks/useOmnichannelEnterpriseEnabled';
+
+type OutboundProvidersResponse = Serialized<OperationResult<'GET', '/v1/omnichannel/outbound/providers'>>;
+
+type UseOutboundProvidersListProps<TData> = Omit<UseQueryOptions<OutboundProvidersResponse, Error, TData>, 'queryKey' | 'queryFn'> & {
+	type?: IOutboundProvider['providerType'];
+};
+
+const useOutboundProvidersList = <TData = OutboundProvidersResponse>(options?: UseOutboundProvidersListProps<TData>) => {
+	const { type = 'phone', enabled = true, staleTime = 5 * 60 * 1000, ...queryOptions } = options || {};
+	const getProviders = useEndpoint('GET', '/v1/omnichannel/outbound/providers');
+
+	const isOmnichannelEnabled = useOmnichannelEnterpriseEnabled();
+	const { data: hasOutboundModule = false } = useHasLicenseModule('outbound-messaging');
+	const canSendOutboundMessages = usePermission('outbound.send-messages');
+
+	return useQuery<OutboundProvidersResponse, Error, TData>({
+		queryKey: omnichannelQueryKeys.outboundProviders({ type }),
+		queryFn: () => getProviders({ type }),
+		retry: 3,
+		enabled: isOmnichannelEnabled && hasOutboundModule && canSendOutboundMessages && enabled,
+		staleTime,
+		...queryOptions,
+	});
+};
+
+export default useOutboundProvidersList;

apps/meteor/client/views/omnichannel/components/outboundMessage/modals/OutboundMessageModal/OutboundMessageCloseConfirmationModal.tsx

@@ -0,0 +1,56 @@
+import {
+	Button,
+	Modal,
+	ModalClose,
+	ModalContent,
+	ModalFooter,
+	ModalFooterAnnotation,
+	ModalFooterControllers,
+	ModalHeader,
+	ModalTitle,
+} from '@rocket.chat/fuselage';
+import { useId } from 'react';
+import { useTranslation } from 'react-i18next';
+
+export type OutboundMessageCloseConfirmationModalProps = {
+	onConfirm(): void;
+	onCancel(): void;
+};
+
+const OutboundMessageCloseConfirmationModal = ({ onConfirm, onCancel }: OutboundMessageCloseConfirmationModalProps) => {
+	const { t } = useTranslation();
+	const modalId = useId();
+
+	return (
+		<Modal aria-labelledby={`${modalId}-title`} aria-describedby={`${modalId}-description`} open>
+			<ModalHeader>
+				<ModalTitle id={`${modalId}-title`}>{t('Discard_message')}</ModalTitle>
+				<ModalClose aria-label={t('Close')} onClick={onCancel} />
+			</ModalHeader>
+			<ModalContent>
+				<p aria-live='assertive' id={`${modalId}-description`}>
+					{t('Are_you_sure_you_want_to_discard_this_outbound_message')}
+				</p>
+			</ModalContent>
+			<ModalFooter justifyContent='space-between'>
+				<ModalFooterAnnotation>{t('This_action_cannot_be_undone')}</ModalFooterAnnotation>
+				<ModalFooterControllers>
+					<Button
+						ref={(el) => {
+							el?.focus();
+						}}
+						secondary
+						onClick={onCancel}
+					>
+						{t('Keep_editing')}
+					</Button>
+					<Button danger onClick={onConfirm}>
+						{t('Discard')}
+					</Button>
+				</ModalFooterControllers>
+			</ModalFooter>
+		</Modal>
+	);
+};
+
+export default OutboundMessageCloseConfirmationModal;