---
title: "Omnichannel Citizen Engagement Guide"
slug: "omnichannel"
description: "Discover Rocket Chat Omnichannel. Connect messaging, email, and social apps to deliver secure customer communication and streamline support workflows."
status: "update"
updated: 2026-02-10T04:12:59Z
published: 2026-02-10T04:13:03Z
canonical: "docs.rocket.chat/omnichannel"
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 Citizen Engagement Guide

Rocket.Chat's Omnichannel feature allows you to integrate multiple communication channels into your workspace while meeting regulatory requirements. This ensures secure and seamless digital interactions with your citizens and customers across platforms such as WhatsApp, SMS, and more. This is instrumental in attracting and retaining customers in a multi-channel environment, safeguarding potential sales opportunities, and fostering relationships through different platforms.

This section guides you through the Omnichannel configuration options and features.

![](https://cdn.us.document360.io/6ae79a05-7252-45d0-96e8-8f375e07b1b2/Images/Documentation/Configure Omnichannel.svg)

#### Configure Omnichannel

Set up the [Omnichannel](/v1/docs/omnichannel-admins-guide) feature in your workspace according to your needs.

![](https://cdn.us.document360.io/6ae79a05-7252-45d0-96e8-8f375e07b1b2/Images/Documentation/Assign roles.svg)

#### Assign Omnichannel roles

For secure access control, Rocket.Chat provides three customizable [Omnichannel user roles](/v1/docs/omnichannel-users): managers, agents, and monitors.

![](https://cdn.us.document360.io/6ae79a05-7252-45d0-96e8-8f375e07b1b2/Images/Documentation/Security features.svg)

#### Omnichannel security features

[Trusted contact management](/v1/docs/omnichannel-contact-center) helps you authenticate visitors. Additionally, you can maintain [records of chat](/v1/docs/omnichannel-conversations#send-chat-transcript) history to meet legal and compliance requirements.

![](https://cdn.us.document360.io/6ae79a05-7252-45d0-96e8-8f375e07b1b2/Images/Documentation/Set up customer channels.svg)

#### Set up communication channels

Set up the [Livechat widget](/v1/docs/livechat-widget-installation) for your websites, which acts as a gateway for external interactions. Install [Omnichannel apps](/v1/docs/omnichannel-apps) such as WhatsApp, SMS, Telegram, and more to integrate multiple communication channels.

![](https://cdn.us.document360.io/6ae79a05-7252-45d0-96e8-8f375e07b1b2/Images/Documentation/Analytics and reports.svg)

#### Analytics and reports

Track team performances and key metrics using [analytics](/v1/docs/omnichannel-analytics), [real-time monitoring](/v1/docs/real-time-monitoring), and [reports](/v1/docs/omnichannel-reports) dashboards. Use the [contact center](/v1/docs/omnichannel-contact-center) to view and manage live conversations.

![](https://cdn.us.document360.io/6ae79a05-7252-45d0-96e8-8f375e07b1b2/Images/Documentation/Streamlined management.svg)

#### Streamlined management

Create [departments](/v1/docs/departments) and business [units](/v1/docs/units) to categorize different business functions. Define [business hours](/v1/docs/business-hours) to set your operating hours.

![](https://cdn.us.document360.io/6ae79a05-7252-45d0-96e8-8f375e07b1b2/Images/Documentation/Optimize workflows.svg)

#### Optimize Omnichannel workflows

Create [canned responses](/v1/docs/canned-responses) to provide quick, predefined responses. Add [tags](/v1/docs/tags), [SLAs](/v1/docs/sla-policies), and [priorities](/v1/docs/priorities) to help you better manage your conversations.

![](https://cdn.us.document360.io/6ae79a05-7252-45d0-96e8-8f375e07b1b2/Images/Documentation/Extend capabilities.svg)

#### Extend Omnichannel capabilities

Configure [webhooks](/v1/docs/webhooks) to integrate with third-party platforms of your choice. Set up the [Rocket.Chat AI app](/v1/docs/rocketchat-ai-app) with your LLM deployment to provide agents with concise interaction summaries, enabling them to quickly pick up conversations.

> [!NOTE]
> You can also manage Omnichannel configurations and conversations using the [REST API endpoints](https://developer.rocket.chat/apidocs/introduction-to-omnichannel).