# Omnichannel Admin's Guide Configure how [Omnichannel](https://funke-olasupo.gitbook.io/user-guide/use-rocket.chat/omnichannel) 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 [Live Chat widgets](https://funke-olasupo.gitbook.io/user-guide/use-rocket.chat/omnichannel/livechat-widget-installation) on your website or channels like Facebook to your Rocket.Chat workspace. To access the Omnichannel menu, Navigate to **Administration** > **Workspace** > **Settings** > **Omnichannel** {% hint style="info" %} Remember to hit **Save Changes** in order to apply any changes made here. {% endhint %} * **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 [Omnichannel ](https://funke-olasupo.gitbook.io/user-guide/use-rocket.chat/omnichannel)section to manage, while Omnichannel [Agents ](https://funke-olasupo.gitbook.io/user-guide/use-rocket.chat/omnichannel/agents)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. ## Canned Responses
[Canned Response](https://funke-olasupo.gitbook.io/user-guide/use-rocket.chat/omnichannel/canned-responses) allows Omnichannel [agents](https://funke-olasupo.gitbook.io/user-guide/use-rocket.chat/omnichannel/agents) to use predefined message replies. You can enable or disable the use of canned responses in your workspace. * **Enable Canned Responses**: Turn on to enable the use of Canned Replies. {% hint style="info" %} To learn more about canned responses, see [canned-responses-omnichannel-managers-guide](https://funke-olasupo.gitbook.io/user-guide/use-rocket.chat/omnichannel/canned-responses/canned-responses-omnichannel-managers-guide "mention"). {% endhint %} ## External Frame 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. ## Live Chat 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. See how to [install the Live Chat widget](https://funke-olasupo.gitbook.io/user-guide/use-rocket.chat/omnichannel/livechat-widget-installation) and manage the [Live Chat appearance](https://funke-olasupo.gitbook.io/user-guide/use-rocket.chat/omnichannel/livechat-widget-appearance) on this [Omnichannel guide](https://funke-olasupo.gitbook.io/user-guide/use-rocket.chat/omnichannel). ## Business Hour * **Business hours enabled**: Toggle on to enable business hours. * **Business Hour Type (Single or Multiple)**: Set the [type of business hour](https://funke-olasupo.gitbook.io/user-guide/omnichannel/business-hours#business-hour-modes). By default, workspaces on the [community plan ](https://funke-olasupo.gitbook.io/user-guide/readme/our-plans#community)only support the single business hour mode. {% hint style="warning" %} The **multiple business hour** feature is exclusively available to workspaces subscribed to any of Rocket.Chat's [premium plans](https://funke-olasupo.gitbook.io/user-guide/readme/our-plans). {% endhint %} {% hint style="info" %} To learn more about how to optimize business hours in your workspace, see [business-hours](https://funke-olasupo.gitbook.io/user-guide/use-rocket.chat/omnichannel/business-hours "mention"). {% endhint %} ## CRM Integration Integrate your Rocket.Chat Live Chat events using webhooks to other external tools or CRMs. See more details about this below. {% content-ref url="../../omnichannel/webhooks" %} [webhooks](https://funke-olasupo.gitbook.io/user-guide/use-rocket.chat/omnichannel/webhooks) {% endcontent-ref %} ## GDPR 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. ## Queue Management 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`. * **Sorting Mechanism:** Select the mechanism for sorting chats. It can either be Timestamp, [sla-policies](https://funke-olasupo.gitbook.io/user-guide/use-rocket.chat/omnichannel/sla-policies "mention")or [priorities](https://funke-olasupo.gitbook.io/user-guide/use-rocket.chat/omnichannel/priorities "mention"). {% hint style="warning" %} All these settings except **"Queue processing delay timeout"** are exclusively available to workspaces subscribed to any of Rocket.Chat's [premium plans](https://funke-olasupo.gitbook.io/user-guide/readme/our-plans). {% endhint %} To learn more about Queuing, please refer to [omnichannel-queue](https://funke-olasupo.gitbook.io/user-guide/use-rocket.chat/omnichannel-agents-guides/omnichannel-queue "mention"). ## Routing Routing allows you to define the behavior of your Live Chat queues. * **Omnichannel Routing Method**: Select your preferred routing method. Please refer to [queue-types-routing-algorithm](https://funke-olasupo.gitbook.io/user-guide/use-rocket.chat/workspace-administration/settings/omnichannel-admins-guide/queue-types-routing-algorithm "mention") 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 [agents ](https://funke-olasupo.gitbook.io/user-guide/use-rocket.chat/omnichannel/agents)online. * **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. * **Show Queue List to All Agents**: Enable this to display the Omnichannel Queue for all [Omnichannel Agents](https://funke-olasupo.gitbook.io/user-guide/use-rocket.chat/omnichannel/agents). * **External Queue Service URL**: Set your External Queue Service URL if your *Omnichannel Routing Method* is [External Service](https://funke-olasupo.gitbook.io/user-guide/use-rocket.chat/workspace-administration/settings/queue-types-routing-algorithm#external-service). * **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. ## Sessions 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. ## Video and Audio Call Configure the provider responsible for your Video and Audio calls. * **Call Provider**: Select the call provider to use for Omnichannel Calls. Set the default call provider in [conference-call-admin-guide](https://funke-olasupo.gitbook.io/user-guide/use-rocket.chat/rocket.chat-conference-call/conference-call-admin-guide "mention"). Extend the functionality of video and audio calling with any of the available [Rocket.Chat Conference Call](https://funke-olasupo.gitbook.io/user-guide/use-rocket.chat/rocket.chat-conference-call/conference-call-admin-guide) Apps like [Jitsi](https://funke-olasupo.gitbook.io/user-guide/use-rocket.chat/rocket.chat-conference-call/conference-call-admin-guide/jitsi-app), [Pexip](https://funke-olasupo.gitbook.io/user-guide/use-rocket.chat/rocket.chat-conference-call/conference-call-admin-guide/pexip-app), [BigBlueButton](https://funke-olasupo.gitbook.io/user-guide/use-rocket.chat/rocket.chat-conference-call/conference-call-admin-guide/bigbluebutton-bbb-app), and [Google Meet](https://funke-olasupo.gitbook.io/user-guide/use-rocket.chat/rocket.chat-conference-call/conference-call-admin-guide/google-meet-app).