---
title: "Omnichannel Agent's Guides"
slug: "omnichannel-agents-guides"
status: "update"
updated: 2026-04-06T06:13:51Z
published: 2026-04-06T06:14:24Z
canonical: "docs.rocket.chat/omnichannel-agents-guides"
excludeFromExternalSearch: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.rocket.chat/llms.txt
> Use this file to discover all available pages before exploring further.

# Omnichannel Agent's Guides

As an Omnichannel agent, sign in to your workspace using your username or email and password. Once logged in, you can handle and manage conversations assigned to you from the various communication channels.

> [!NOTE]
> To function as an agent, your account must be assigned the `Omnichannel Agent` role. If you do not see the Omnichannel features in your workspace, contact your administrator to request this role.

---

## Manage your agent availability

Your availability status determines whether new conversations can be assigned to you.

To update your availability:

- Click **Turn on answer chat** ![](https://cdn.us.document360.io/6ae79a05-7252-45d0-96e8-8f375e07b1b2/Images/Documentation/Omnichannel Agent's Guides.avif) from the main menu to indicate that you’re **Available** to take visitor chats.
- Click **Turn off answer chat** ![](https://cdn.us.document360.io/6ae79a05-7252-45d0-96e8-8f375e07b1b2/Images/Documentation/Omnichannel Agent's Guides2.png) from the main menu to indicate that you’re **Unavailable**.

---

## Next steps

As an Omnichannel agent, you have access to key features that allow you to manage conversations. Use the following entry points to manage your workflow:

- **Omnichannel Conversation**: Visit the [Queue](/v1/docs/omnichannel-conversations#handling-queued-chats) or [Chats in Progess](/v1/docs/omnichannel-conversations) section on the message sidebar to access Omnichannel conversations assigned to you or waiting to be picked.
- **Omnichannel Contact Center**: Click the [Contact Center](/v1/docs/omnichannel-contact-center) icon to view interaction history, visitor data, and advanced communication tools.