Omnichannel

Rocket.Chat's Omnichannel feature allows you to integrate multiple customer communication channels into your workspace, ensuring seamless interactions with external users across platforms like WhatsApp, SMS, Facebook, Instagram Direct, Telegram, 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 customer relationships through different platforms.

In addition to Omnichannel Apps, you can enhance customer engagement by adding the Livechat widget to your website, enabling direct interaction with your Rocket.Chat workspace.

Key features

• Omnichannel Apps that give your customers the chance to engage with you on channels of their choice.

• Omnichannel Livechat widget for your websites, acting as a gateway for customer interactions or direct support.

• Analytics dashboard to track performance over any period of time.

• Custom fields to obtain additional customer information according to your business requirements.

• Canned responses (or template responses) to provide quick pre-defined responses.

To enable the Omnichannel feature on your workspace, see the Omnichannel Admin's Guide.

Omnichannel users

The primary users of Omnichannel are:

• Workspace admins

• Livechat managers

• Livechat agents

• Livechat monitors

To learn about the required roles, see Rocket.Chat Omnichannel Roles.

The rest of this section guides you through the Omnichannel features and how you can use them effectively for multi-channel communication.

Effective December 6, 2023, Rocket.Chat will cease support for connections from cloud services and official mobile/desktop apps to workspaces running legacy versions outside our support window. Users on unsupported legacy servers are advised to upgrade to the latest Rocket.Chat version to ensure continued access to cloud, mobile, and desktop applications. Each Rocket.Chat version is supported for six months post-release.

See Support Prerequisites and Version Durability for more information.