--- title: "Rocket Chat Omnichannel FAQ Guide" slug: "omnichannel-faqs" description: "Explore omnichannel FAQs in Rocket Chat. Learn about secure communication across customer channels." updated: 2026-04-28T21:51:01Z published: 2026-04-28T21:51:01Z canonical: "docs.rocket.chat/omnichannel-faqs" stale: true 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 FAQ ****How can I make the email field optional in the Livechat widget?**** To make the email field optional on the Livechat registration form: 1. Go to **Manage → Omnichannel → Livechat Appearance →** [**Registration Form**](/v1/docs/livechat-widget-appearance#livechat-widget-registration-form) 2. Disable the **Show email field** option 3. Go to **Manage → Omnichannel →** [**Custom Field**](/v1/docs/omnichannel-custom-fields) 4. Create an email field and ensure it is **not required** ****How do I customize the appearance of the Livechat widget?**** You can customize the Livechat widget in several ways: - Update settings in [**Livechat Widget Appearance**](/v1/docs/livechat-widget-appearance) and [**Livechat Settings**](/v1/docs/omnichannel-admins-guide) - Use the [**Livechat Widget API**](https://developer.rocket.chat/apidocs/livechatwidget-api) to extend functionality - Refer to [**Livechat Widget Development and Customization**](https://developer.rocket.chat/docs/omnichannel-environment-setup) for advanced use cases ****What communication channels are supported in Omnichannel?**** Rocket.Chat Omnichannel supports: - [**Livechat widget**](/v1/docs/livechat-widget-installation) (for website visitors) - Messaging integrations such as **WhatsApp** and **Instagram** (via [Omnichannel apps](/v1/docs/omnichannel-apps)) ****Why am I not receiving Livechat messages after setup?**** If you’ve enabled Omnichannel but aren’t receiving messages: - Ensure at least one user has the **Livechat Agent** role - Confirm the Livechat widget is properly installed and active - Verify Omnichannel is enabled in workspace settings ## Monthly active contacts (MAC) FAQ ****What is a Monthly Active Contact (MAC)?**** A contact is considered **active** when: - Their message is received in your workspace - It is processed by the routing system - An agent responds to the contact If multiple contacts share the same email or phone number, they are initially counted separately. Once [merged](https://docs.rocket.chat/docs/trusted-contact-management), the MAC count is adjusted accordingly in [Subscription](/v1/docs/subscription). ****What happens if I exceed 100 MACs without a MAC pack?**** Your service may be **interrupted**. To continue using Omnichannel, upgrade to the [**Enterprise plan**](/v1/docs/our-plans#enterprise-plan) and purchase additional **MAC packs**. [Contact the Sales team](https://www.rocket.chat/sales-contact) for assistance. ****Does the Starter plan include MAC packs?**** [Starter](/v1/docs/our-plans#starter-plan) plans include **up to 100 Monthly Active Contacts**. To interact with more than 100 contacts, upgrade to the [**Enterprise plan**](/v1/docs/our-plans#enterprise-plan) and purchase additional MAC packs. ****How are MACs calculated if I upgrade mid-month?**** MAC usage is calculated within a **monthly billing cycle**. - Your cycle starts on the date of upgrade - It resets at the beginning of the next calendar month **Example:** If you upgrade on January 18 and purchase 15,000 MACs, you can use them until January 31. The count resets on February 1. ****Do MAC limits restrict the number of contacts in my database?**** No. You can store **unlimited contacts** in your database. MAC limits apply only to contacts you actively interact with during the billing cycle ****Is there a limit on interactions per contact?**** No. You can send and receive **unlimited messages per contact**. MAC limits apply to the number of active contacts, not message volume. ****What happens to unused MAC packs?**** Unused MACs: - Expire at the end of the billing cycle - Do not roll over to the next month ## P2P Outbound Messaging FAQ ****Does Rocket.Chat support template management for outbound messages?**** No. Template management (creating, editing, or submitting templates for approval) is **not handled within Rocket.Chat**. To manage templates, use: - [360D Client Hub](https://docs.360dialog.com/docs/waba-messaging/template-messaging#in-the-360dialog-hub), or - Your [Meta Business Manager](https://developers.facebook.com/documentation/business-messaging/whatsapp/templates/overview) Only templates that are **already approved and available in your WhatsApp account** will appear in Rocket.Chat. ****What happens if a contact doesn’t have a phone number?**** Outbound messages require a phone number. If a contact does not have one: - Edit the contact profile - Add a valid phone number You won’t be able to send outbound messages until a phone number is provided. ****Can I track the delivery or read the status of outbound messages?**** No. Rocket.Chat does **not provide delivery or read receipts** for outbound messages. After sending a message: - You’ll see a confirmation banner indicating it was sent - Delivery and read status are not available ****Can I send an outbound message to multiple contacts at once?**** No. Rocket.Chat does not support bulk or broadcast outbound messaging. Outbound messages can only be sent one contact at a time