Omnichannel adds the ability to receive conversations from a pop-up livechat support on your website or your business Facebook chat or any other media directly in Rocket.chat.
Enabling and using Rocket.Chat Omnichannel gives seamless, effortless and high-quality customer experiences all within a defined channel on your Rocket.Chat workspace.
To enable the Omnichannel feature on your Rocket.Chat instance:
Go to Administration > Settings > Omnichannel
Please enable it.
Now the admin will have access to Omnichannel Panel Settings through a new menu called Omnichannel, as shown below:
OmniChannel Basic Settings
Enable Omnichannel on your Rocket.Chat instance
Enable/Disable request comment from the agent when closing a conversation
Enable/Disable acceptance of new omnichannel requests when the agent is idle
Enable/Disable continuous sound notification for new omnichannel room/conversation
Enable/Disable file uploads in the livechat widget
Enable/Disable asking the visitor if they would like a transcript of the conversation.
Enter the message to show when asking for a transcript.
The feature turns on the omnichannel toggle for the set business hours automatically. And you will be able to receive omnichannel conversations after. The toggle will be turned off during off-hours. The enterprise workspaces can set up multiple business hours according to different time zones and their business needs. Community workspaces can only set up one set of business hours.
Enable business hours
Choose multiple business hours according to your enterprise needs