The Rocket.Chat Omnichannel capabilities give you the possibility to streamline conversations from various mediums into Rocket.Chat. This feature can be extended in several ways
A very practical use case is using Omnichannel to acquire and retain customers in a multi-channel environment in order to save valuable potential sales while building relationships, providing an exceptional experience and the possibility to communicate and engage with multiple communication mediums.

Omnichannel Activation

Enable Omnichannel

To enable the Omnichannel feature on your Rocket.Chat instance:
  1. 1.
    Go to Administration > Workspace > Settings > Omnichannel
  2. 2.
    Enable Omnichannel and hit Save changes
Now the admin will have access to Omnichannel Panel Settings through a new menu called Omnichannel, as shown below:
Omnichannel panel settings
Omnichannel area of Rocket.Chat has three primary users.
  1. 1.
  2. 2.
  3. 3.
Being an Omnichannel manager, you can access Omnichannel settings by Avatar Menu > Omnichannel
Omnichannel panel
Please use the navigation on the left to find the detail of each menu in their respective article.