Omnichannel Settings

Omnichannel enabled

Enable the Omnichannel feature on your Rocket.Chat workspace. Workspace administrators and omnichannel managers can now see the Omnichannel section to manage, while Omnichannel agents have access to their respective Omnichannel features.

Allow visitors to finish conversations

Disable this option to prevent visitors from closing ongoing conversations. This hides the Finish this Chat button on the widget and blocks the Close Livechat Room API for visitors, allowing only agents to close conversations.

Request comment when closing conversation

If this option is enabled, agents must add a comment to close a chat.

Accept new omnichannel requests when the agent is idle

Enable the option to let Omnichannel agents receive new chat requests when they are idle.

Continuous sound notifications for new omnichannel room

Set notification sounds when a new Omnichannel room is created.

File Uploads Enabled

Enable this option to allow file uploads on Omnichannel communication channels.

Ask visitors if they would like a transcript after chat closed

When this option is enabled, Omnichannel visitors are asked if they require a transcript of their conversation after closing the chat.

Always send conversation transcript to visitors via email

Enable this option to automatically send the transcript to visitors after the conversation is finished, regardless of the agent's preferences.

Include system messages in transcripts

Enable this option to include system messages in the conversation transcripts, such as, when the chat starts, when someone joins the conversation, and when the chat is closed.

Message to Show When Asking About Transcript

Set a message that is displayed to the visitor when asking if they require a transcript.

Custom email subject for transcript

Enter an email subject for the transcripts sent via email. If you don’t enter a custom email subject in this setting, the default subject is used - Transcript of your omnichannel conversation. Agents can override this value by passing a subject property when closing a room.

Enable department removal

Enbale delete departments. Once departments are removed, restoring them is impossible. We recommend archiving the department instead.

Livechat Title

Enter the title that is displayed on your livechat widget.

Livechat title background color

Set the livechat title background color.

Enable message character limit

Enable this option to set a message character limit.

Livechat message character limit

Set a limit on message characters allowed.

Display Offline Form

When this option is enabled, the offline form is displayed to visitors when no agent is available.

Clear guest session when chat ended

Enable this option to clear guest session when a chat ends.

Validate Email Address

Enable this option to validate the visitor's email address.

Offline Form Unavailable Message

Enter the message to display when the offline form is unavailable.

Title

Enter a title for the offline form.

Color

Set the color of the livechat widget. This also changes the color of the livechat icon.

Instructions

Enter instructions for your visitors to fill out the offline form.

Email Address to Send Offline Messages

Enter an email address to which you want all offline messages to be sent.

Offline Success Message

Enter the message seen by visitors after successfully sending an offline message.

Allow Visitor to Switch Departments

Enable this option to allow livechat visitors to switch departments.

Show agent information

Enable this option to show information about the agent attending to a visitor in the livechat widget. For example, the agent’s name.

Show agent email

When this option is enabled, the Omnichannel agent's email is displayed to the visitor.

Conversation Finished Message

Enter a message to be sent to visitors when the conversation is finished.

Conversation Finished Text

Enter additional text to show after a conversation is finished.

Show Pre-registration Form

Enable this option to display the pre-registration form.

Show name field

Enable this option to display the visitor’s name.

Show email field

Enable this option to display the visitor’s email.

Monitor History for Changes on

Monitor history changes on the Page URL or Page Title.

Send Visitor Navigation History as a Message

When this option is enabled, you can send a visitor's navigation history to them as a message.

Registration Form Message

Enter the message displayed on the registration form.

Livechat Allowed Domains

Enter a comma-separated list of domains allowed to embed the livechat widget. Leave blank to allow all domains.

Send Livechat offline messages to a channel

Enable this option if you want to send livechat offline messages to a channel.

Channel Name

Enter the channel to which livechat offline messages should be sent.

Livechat Widget Additional Scripts

Use this setting to add additional JavaScript scripts to the widget bundle. You can add a list of scripts by separating them with commas, for example: https://yourUrl/customScript1.js,https://yourUrl/customScript2.js

Livechat Widget Additional CSS

Use this setting to add additional CSS to the widget bundle. You can add a list of CSS files by separating them with commas, for example: https://yourUrl/customFile1.css,https://yourUrl/customFile2.css

Livechat widget position on the screen

Select the position of the widget on your site - Left or Right. The widget is displayed at the bottom of the page.

Livechat background

Enter the widget background color as hexadecimal (#F5455C), a color name (red), or an image using a URL (url('https://example.com/image.png')). This field follows CSS standards. See the background property documentation for details.

Hide system messages

Select the system messages that you want to hide in the livechat conversations in the widget. The options are as follows:

• Hide "User Join" messages

• Hide "User Leave" messages

• Hide "Conversation finished" messages

• Hide "Conversation started" messages

• Hide "Conversation transfered" messages

Hide "powered by Rocket.Chat"

Enable this option to hide the watermark in the widget.

Livechat widget logo (svg, png, jpg)

Change the logo of the widget. By default, the following widget logo is displayed:

Webhook URL

Enter the webhook URL from the system you want to connect (destination).

Secret Token

Enter the secret token that can be used to verify the webhook.

The field Secret Token is sent to a header X-RocketChat-Livechat-Token so you can validate if the request came from livechat.

If your endpoint returns a response status other than 200, Rocket.Chat will retry ten times, waiting ten seconds between retries.

Send Request on Chat Start

Enable this option to send a POST request to the webhook endpoint when an Omnichannel chat begins.

Send Request on Chat Close

Enable this option to send a request when a chat is closed.

Send Request on Chat Taken

Enable this option to send a request when an agent joins a chat.

Send request on Chat Queued

Enable this option to send a request when a chat is queued.

Send Request on Forwarding

Enable this option to send a request when a chat gets forwarded to another Omnichannel department or agent.

Send Request on Offline Messages

Enable this option to send a request when a visitor leaves an offline message.

Send Request on Visitor Messages

Enable this option to send a request when a visitor sends a message.

Send Request on Agent Messages

Enable this opinion to send a request when an agent sends a message or reply.

Send Visitor Navigation History on Request

Enable this option to send a request about a visitor's navigation history. This feature depends on the Send Visitor Navigation History as a Message field to be enabled in the Livechat settings section.

Send request on lead capture

Enable this option to send a request when a lead is captured.

Lead capture email regex

Specify the regex for lead captured email. For example, \b[A-Z0-9._%+-]+@(?:[A-Z0-9-]+.)+[A-Z]{2,4}\b

Lead capture phone regex

Set the regex for lead-captured phone numbers. For example, ((?:([0-9]{1,3})|[0-9]{2})[ -]*?[0-9]{4,5}(?:[-\s_]{1,2})?[0-9]{4}(?:(?=[^0-9])|$)|[0-9]{4,5}(?:[-\s_]{1,2})?[0-9]{4}(?:(?=[^0-9])|$))

Livechat_http_timeout

Enter the request timeout value.

Allow to collect and store HTTP header information

This lets you determine whether livechat 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 this option is enabled, visitors are not allowed to start chatting without consent.

Data processing consent text

Enter the consent message that visitors see about how you process their data.

Queue processing delay timeout

Enter the time (in seconds) in which queue delay in processing timeouts.

Waiting queue

Enable the Omnichannel queue.

Waiting queue message

Enter the message that is displayed to the visitor when they get in the queue.

Max. number of simultaneous chats

Enter 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

Enter the number of served chats to be used when calculating queue time.

Maximum waiting time in queue

Enter 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, or Priorities.

Omnichannel Routing Method

Select your preferred routing method. Refer to Queue Types (Routing Algorithm) for details on the types of routing methods used in Rocket.Chat.

Accept with No Online Agents

When this option is enabled, Omnichannel conversations are accepted even when there are no agents online.

Assign new conversations to bot agent

When this option is 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

Enter the maximum number of items displayed in the incoming Omnichannel queue.

Show Queue List to All Agents

Enable this option to display the Omnichannel queue for all agents.

External Queue Service URL

Enter your external queue service URL if your Omnichannel Routing Method is External Service.

Secret Token

Enter the secret token of the external queue service.

Last-Chatted Agent Preferred

Enable this option 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.

How to Handle Open Sessions When Agent Goes Offline

Select what happens to an open chat session when an agent is offline.

• None: Nothing happens.

• Forward: The chat is forwarded to another agent.

• Close: The chat is closed.

How Long to Wait After Agent Goes Offline

Enter the time (in seconds) before the action specified above happens.

Comment to Leave on Closing Session

Enter a comment to be displayed to the visitor on closing the chat.

How Long to Wait to Consider Visitor Abandonment?

Enter the number of seconds to wait before considering that the visitor abandoned the chat.

How to handle Visitor Abandonment

Select what to do when visitors abandon chats. The options are:

• Do Nothing

• Close chat

• Place chat On-Hold

Custom message when room is automatically closed by visitor inactivity

Enter the 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

Enter the custom message to be sent when a room in the on hold queue gets automatically closed by the system.

Allow agents to manually place chat On Hold

When this option is enabled, the agents have the option to place a chat on hold.

Chats on hold only after agent engagement

Enable this option to 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.