Omnichannel
You can use Rocket.Chat to talk to your customers and website visitors, regardless of which channel they choose to connect with you.
Last updated
You can use Rocket.Chat to talk to your customers and website visitors, regardless of which channel they choose to connect with you.
Last updated
Rocket.Chat Omnichannel facilitates the integration of multiple customer communication channels into your workspace. This feature includes the integration of an on your website, acting as a gateway for customer interactions or direct support. Additionally, it offers , enabling seamless interactions between Rocket.Chat and external users across various platforms such as , , , , , and more. The use of Omnichannel is instrumental in attracting and retaining customers in a multi-channel environment, thereby safeguarding potential sales opportunities and fostering relationships. It ensures an outstanding experience by enabling interactions across diverse communication channels. The primary users of Rocket.Chat Omnichannel are , , 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 your business's working days and hours.
: 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.