Omnichannel
You can use Rocket.Chat to talk to your customers and website visitors, regardless of which channel they choose to connect with you.
You can use Rocket.Chat to talk to your customers and website visitors, regardless of which channel they choose to connect with you.
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Rocket.Chat Omnichannel allows you to integrate various customer communication channels into your workspace. You can incorporate the widget into your website, serving as an entry point for communication or direct support to your customers or visitors.
You can also use advanced , which provide a seamless communication experience between Rocket.Chat and external users from other communication platforms like , , , , , , etc.
Using Omnichannel helps acquire and retain customers in a multi-channel environment to save valuable potential sales while building relationships, providing an exceptional experience and the ability to interact through various communication channel.
Rocket.Chat Omnichannel has three primary users; , , and .
To enable the Omnichannel feature on your workspace,
Go to Administration > Workspace > Settings > Omnichannel
Toggle on Enable Omnichannel.
Click Save Changes.
Now the administrator and Rocket.Chat Omnichannel Manager can access Omnichannel Settings by navigating to Administration > Omnichannel. Only users with Administrator and Omnichannel Manager assigned to them can access this menu.
: View all existing Omnichannel conversations.
: Analyze the productivity of your Live Chat Agents.
: Monitor your incoming and ongoing Live Chat conversations in real time.
: Organize Omnichannel managers.
: Manage Omnichannel agents and their departments.
: Set up Omnichannel departments.
: Add custom fields to receive additional information from visitors during registration before initiating a Live Chat conversation.
: Configure Omnichannel LiveChat trigger to open the LiveChat widget.
: Embed the LiveChat widget into your web pages.
: Customize the LiveChat widget to suit your branding style.
: Configure Omnichannel webhooks to integrate the Rocket.Chat Omnichannel to any third-party system, e.g., CRM, Zoho.
: Set up business hours to specify the working days and hours of your business.
: Set up users to monitor all Omnichannel activities.
: Organize a unit of multiple and assign a monitor to oversee them.
: Save message snippets with shortcuts to enable faster communication.
: Create tags to sort Live Chat conversations quickly.
: Change the order of Omnichannel queues based on Estimated Due Time.