Rocket.Chat's Omnichannel feature allows you to integrate multiple communication channels into your workspace. This ensures secure and seamless interactions with your citizens and customers across platforms like WhatsApp, SMS, Facebook, Instagram Direct, Telegram, 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.
1 Configure Omnichannel
To effectively use the Omnichannel feature, you need to enable and configure the settings according to your needs.
You will find details about the conversation routing types and the estimated wait time algorithm. This information will help you better manage your Omnichannel conversations.
2 Add Omnichannel users
Rocket.Chat provides three roles for Omnichannel users: managers, agents, and monitors.
Agents can refer to the Omnichannel Agent’s Guide to learn how to handle conversations in Rocket.Chat.
3 Optimize workflows
Rocket.Chat supports an array of features providing an exceptional experience for your service agents and external visitors.
Create departments and business units to meet different needs.
Add custom fields to obtain additional customer information according to your business requirements.
Analytics, real-time monitoring, and reports dashboards to track performance and get insights over any period of time.
Business hours to define your operating hours and queueing options to effectively distribute incoming communications.
Create canned responses (or template responses) to provide quick pre-defined responses.
View and manage contacts, chats, and calls.
Add tags, SLAs, and priorities to help you further organize and streamline your conversations.
Configure webhooks to integrate with third-party platforms of your choice.
5 Omnichannel security features
Rocket.Chat provides security and privacy options to ensure protected conversations.
Contact verification and management so that you can authenticate visitors regardless of the communication channel they use.
Omnichannel user roles and settings to exercise access control. Manage the roles and permissions to implement authorized access.
Records of chat history to help you meet legal and compliance requirements.
6 Set up customer channels
Rocket.Chat’s Omnichannel feature supports the integration of multiple communication channels.
Omnichannel Apps that give your customers the chance to engage with you on channels of their choice, such as WhatsApp, SMS, and other social channels.
Omnichannel Livechat widget for your websites, acting as a gateway for external interactions or direct support.
Email inboxes for your citizens and customers to contact you via email.
The rest of this section guides you through the Omnichannel features and how you can use them effectively for multi-channel communication.
Effective December 6, 2023, Rocket.Chat will cease support for connections from cloud services and official mobile/desktop apps to workspaces running legacy versions outside our support window. Users on unsupported legacy servers are advised to upgrade to the latest Rocket.Chat version to ensure continued access to cloud, mobile, and desktop applications. Each Rocket.Chat version is supported for six months post-release.
See Support Prerequisites and Version Durability for more information.