How can I set the email field on the Livechat widget as optional?
To make the email field on the Livechat widget registration page optional, follow these steps:
Navigate to Omnichannel > Livechat appearance > Registration Form and disable the Show email field.
Then go to Omnichannel > Custom Field and create an email field with the required button disabled.
How do I change the appearance of the Livechat widget?
On the workspace, update the Livechat Widget Appearance settings and the Livechat settings according to your needs. Additionally, use the various Livechat widget API methods to extend functionalities. Enter the code after the Livechat Widget Installation script. For further Livechat development details, see Livechat Widget Development and Customization.
I have enabled Omnichannel in the settings and configured the Livechat widget, but I don’t receive any Livechat messages.
Make sure that at least one user has the Livechat agent role for you to have Omnichannel conversations.
Monthly active contacts (MAC) FAQ
What defines an active contact, and how is the MAC count calculated?
A contact is deemed active when their message is received in the workspace, processed by the routing system, and subsequently responded to by an agent. If multiple contacts share the same email or phone number, they are initially counted separately until the system merges them. Once merged, the MAC count is adjusted accordingly in Subscription.
What happens if I exceed 100 MACs without a MAC pack?
Your service will be interrupted. Contact the Sales team to upgrade to the Enterprise plan and purchase additional MAC packs.
Does the Starter plan include MAC packs?
By default, workspaces on the Starter or Pro plan have 100 Monthly Active Contacts. To engage with more than 100 contacts, you need to upgrade to the Enterprise plan and purchase the necessary MAC packs.
How are contacts counted if a subscription plan begins mid-month?
The billing cycle operates monthly, commencing from the date of your plan upgrade. This cycle resets at the beginning of each new calendar month. For example, if you switch to the Enterprise plan on January 18th and purchase 15,000 contacts (5 MAC packs), you can interact with up to 15,000 contacts until January 31. The count resets on February 1, allowing for interactions with 15,000 contacts until March 1.
Do MAC rules limit the number of contacts in my database?
No, MAC rules do not limit the number of contacts you can add to your database. You can create as many contacts as you wish without incurring extra charges. Subscription plans only limit the number of active contacts you interact with.
What happens to unused contact add-ons?
Unused Monthly Active Contacts expire at the end of the billing period and do not carry over to the next period.
How does the trial period function?
In some cases, if your workspace exceeds the 100 Monthly Active Contacts (MAC) limit, Rocket.Chat may initiate a 30-day Enterprise trial to allow temporary access to additional MAC packs. This trial allowance may be granted once per major release series (e.g., 6.x, 7.x, 8.x). After the trial period ends, the workspace will revert to its original plan.