Last updated
Last updated
Configure how can be used to streamline conversations from various communication channels into Rocket.Chat. Omnichannel provides the ability to set up and receive conversations from pop-up on your website or channels like Facebook to your Rocket.Chat workspace.
To access the Omnichannel menu,
Navigate to Administration > Workspace > Settings > Omnichannel
Omnichannel enabled: When set to true, it enables the Omnichannel feature on your Rocket.Chat workspace. Workspace administrators and omnichannel managers can now see the section to manage, while Omnichannel have access to their respective Omnichannel features.
Request comment when closing conversation: If enabled, the agents must add a comment before closing a chat.
Accept new omnichannel requests when the agent is idle: Toggle true to let Omnichannel agents receive new chat requests when they are idle.
Continuous sound notifications for new omnichannel room: Set notification sound for a new omnichannel room.
File Uploads Enabled: Enable this to allow file uploads on Omnichannel communication channels.
Ask visitors if they would like a transcript after chat closed: When enabled, Omnichannel visitors are asked if they require a transcript of their conversation after closing the chat.
Message to Show When Asking About Transcript: This allows you set a message that is displayed to the visitor when asking if they require a transcript.
Enable department removal: Once departments are removed, there is no option to restore them. We highly recommend archiving the department instead.
Enable Canned Responses: Turn on to enable the use of Canned Replies.
Use an external frame to embed Rocket.Chat into your own solution or interact with your CRM.
External frame enabled: Turn on to enable External frame.
External frame URL: Add the URL of your external frame.
Encryption key (JWK): If provided, it encrypts the user's token with the provided key, and the external system needs to decrypt the data to access the token.
Manage Omnichannel Live Chat settings.
Livechat Title: The title shown on your Live Chat widget.
Livechat title background color: The Live Chat background color.
Enable message character limit: Toggle on to enable the message character limit.
Livechat message character limit: Set a limit on message characters allowed on the visitor.
Display Offline Form: When enabled, the offline form is displayed to visitors when there is no available agent.
Clear guest session when chat ended: Toggle on to clear guest session when a chat ends.
Validate Email Address: When turned on, the visitor's email address is validated.
Offline Form Unavailable Message: A message to show when the online form is unavailable.
Title: The offline form title.
Color: The style color of the Live Chat widget. This also changes the color of the Live Chat icon.
Instructions: Instructions to your visitor to fill out the form to send a message.
Email Address to Send Offline Messages: An email address to which you want all offline messages to be sent.
Offline Success Message: A message seen by the visitor after successfully sending an offline message.
Allow Visitor to Switch Departments: When enabled, Live Chat visitors can switch departments.
Show agent information: Enable this to show information about the agent attending to a visitor in the Live Chat widget.
Show agent email: When set to true, the Omnichannel Agent's email is displayed to the visitor.
Conversation Finished Message: Set a message to be sent to a visitor when the conversation is finished.
Conversation Finished Text: Additional text to show after a conversation is finished.
Show Pre-registration Form: This lets you set whether or not to show the pre-registration form.
Show name field: Toggle to show or hide the name field.
Show email field: Toggle to show or hide the email field.
Monitor History for Changes on: This lets you monitor history changes on Page URL or Page Title.
Send Visitor Navigation History as a Message: When set to true, you can send a visitor's navigation history to them as a message.
Registration Form Message: The message seen on the registration form.
Livechat Allowed Domains: Comma-separated list of domains allowed to embed the Live Chat widget. Leave blank to allow all domains.
Send Livechat offline messages to a channel: Whether to send Live Chat offline message to a channel.
Channel Name: The channel to which Live Chat offline messages should be sent to.
Business hours enabled: Toggle on to enable business hours.
Integrate your Rocket.Chat Live Chat events using webhooks to other external tools or CRMs.
See more details about this below.
Configure GDPR data processing and consent.
Allow to collect and store HTTP header information: This lets you determine whether Live Chat is allowed to store information collected from HTTP header data, such as IP address, User-Agent, and so on.
Force visitors to accept data processing consent: When toggled on, visitors are not allowed to start chatting without consent.
Data processing consent text: Set the consent text that visitors see about how you process their data.
Configure Omnichannel Queue and how simultaneous chats get managed.
Queue processing delay timeout: Set time in seconds in which queue delay in processing timeouts.
Waiting queue: Turn on to enable the Omnichannel queue.
Waiting queue message: A message that is displayed to the visitor when they get in the queue.
Max. number of simultaneous chats: Set the maximum number of simultaneous chats that agents can tend to.
Calculate and dispatch Omnichannel waiting queue statistics: Processing and dispatching queue statistics such as position and estimated waiting time. If the Livechat channel is not in use, it is recommended to disable this setting and prevent the server from doing unnecessary processes.
Number of recent chats to calculate estimate wait time: The number of served chats to be used when calculating queue time.
Maximum waiting time in queue: The maximum time in minutes for which a chat can be kept in queue, -1 means unlimited.
Routing allows you to define the behavior of your Live Chat queues.
Assign new conversations to bot agent: When enabled, the routing system attempts to find a bot agent before addressing new conversations to a human agent.
Max number of items displayed in the queue: Set the maximum number of items displayed in the incoming Omnichannel queue.
Secret Token: Enter the secret token.
Last-Chatted Agent Preferred: Enable to allow the allocation of chats to the agent who previously interacted with the same visitor if the agent is available when the chat starts.
Assign new conversations to the contact manager: This setting allocates a chat to the assigned Contact Manager as long as the Contact Manager is online when the chat starts.
The Sessions setting allows you to define how open chat sessions are to be handled.
How to Handle Open Sessions When Agent Goes Offline: Select what happens to an open chat session when an Agent goes offline.
None: Nothing happens.
Forward: Gets forwarded to another Agent.
Close: The chat gets closed.
How Long to Wait After Agent Goes Offline: Set the time in seconds before the action specified above happens.
Comment to Leave on Closing Session: Set a comment to be displayed to the Visitor on closing the chat.
How Long to Wait to Consider Visitor Abandonment?: This lets you set how long in seconds to wait for before considering the Visitor abandoned the chat.
How to handle Visitor Abandonment: Select what to do when Visitors abandon chats.
Custom message when room is automatically closed by visitor inactivity: Set a message that is sent when a chat gets automatically closed due to the Visitor's inactivity.
How long to wait before closing a chat in On Hold Queue?: Define how long in seconds the chat remains in the On Hold queue until it's automatically closed by the system.
Custom message for closed chats in On Hold queue: Custom Message to be sent when a room in On-Hold queue gets automatically closed by the system.
Allow agents to manually place chat On Hold: When enabled, the agents have the option to place a chat On Hold, provided the agent has sent the last message.
Chats on hold only after agent engagement: Allow chats to be put on hold only if the agent was the last to send a message in the conversation.
Timeout (in seconds) for automatic transfer of unanswered chats to another agent: Specify the time in seconds for unanswered chats to be transferred to other agents.
Configure the provider responsible for your Video and Audio calls.
allows Omnichannel to use predefined message replies. You can enable or disable the use of canned responses in your workspace.
To learn more about canned responses, see .
See how to and manage the on this .
Business Hour Type (Single or Multiple): Set the . By default, workspaces on the only support the single business hour mode.
The multiple business hour feature is exclusively available to workspaces subscribed to any of Rocket.Chat's .
To learn more about how to optimize business hours in your workspace, see .
Sorting Mechanism: Select the mechanism for sorting chats. It can either be Timestamp, or .
All these settings except "Queue processing delay timeout" are exclusively available to workspaces subscribed to any of Rocket.Chat's .
To learn more about Queuing, please refer to .
Omnichannel Routing Method: Select your preferred routing method. Please refer to for details on the types of routing methods used in Rocket.Chat.
Accept with No Online Agents: When enabled, Omnichannel conversations are accepted even when there are no online.
Show Queue List to All Agents: Enable this to display the Omnichannel Queue for all .
External Queue Service URL: Set your External Queue Service URL if your Omnichannel Routing Method is .
Call Provider: Select the call provider to use for Omnichannel Calls. Set the default call provider in .
Extend the functionality of video and audio calling with any of the available Apps like , , , and .
Enable and configure Omnichannel
