Rocket.Chat had minimal Livechat as a feature for a long time.
Recently the demand for production-grade Livechat has increased, so we did a complete rewrite of the package.
To enable the Livechat feature on your Rocket.Chat instance:
Go to Administration
Search 'Omnichannel' in Settings and enable it
Now the admin will have access to Omnichannel Panel Settings through a new menu called
Omnichannel at the top left corner dropdown menu, as shown below:
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
Please follow the steps given here.
If you have an app that you want to integrate with Rocket.Chat and use that app to embed an iFrame in Rocket.Chat to interact with your CRM. You can do so using External Frame.
Enable external frame
Add the URL of your external frame
Enter the encryption key, as shown below:
If your organization wishes to communicate with users of Facebook, you can enable integration within Rocket.Chat to do so.
First, you will need to request an API key from Rocket.Chat Support then set it up within your Administration area.
Send an email to [email protected] to request an API key. These are processed as time allows, and may take a few days, but you should have your key and secret soon enough.
Enable Facebook integration
Enter your OmniChannel API Key
Enter OmniChannel API Secret. Save the changes
If you are a GDPR compliant company and want to allow your visitors to request to remove their data, Rocket.chat allows you to do that for all your incoming chats, as shown below:
Set the title of your widget
Set the color of the title bar of your widget
Enable message character limit
Set the allowed message character length
Display offline form
Validate email address
as shown below:
Now customize the appears of your livechat widget here for the hours when none of your agents are online/working.
Set Offline Form Unavailable Message, if any
Set Offline Tittle
Set title bar Color for the offline widget
Give instructions, if any
Set the email address where you want to receive your offline messages
Set success message to display to the visitor when they have sent their message offline
as shown below:
Some more settings that you can customize according to your needs are shown below:
This is a CRM integration with RD Station.
We set up your token, and when a new livechat conversation starts, your visitor information is sent to the RD station.
Routing allows you to define the behavior of your livechat queues.
Detail of every setting is listed below:
Select your preferred routing method (Please refer to this article for information on types of routing methods used in rocket chat)
Enable acceptance of incoming omnichannel requests even if there are no online agents if you want
Enable if you want the routing system to attempt to find a bot agent before addressing new conversations to a human agent
Set the limit of Max number of items displayed in the queue if you want
Enable if you want to show the livechat queue to all the agents
Mention your External Queue Service URL if your Omnichannel Routing Method is External Service
Enter Secret Token
Enable the Waiting queue if you want
Enter the max. number of simultaneous chats that you want your agents to attend
The Number of recent chats to calculate estimated wait time defines the number of last served rooms that will be used to calculate queue wait times
Enable The Last-Chatted Agent Prefered setting allocates chats to the agent who previously interacted with the same visitor if the agent is available when the chat starts
Sessions allow you to decide how you want to handle your chat sessions when an agent goes offline:
You can either forward the chat to another agent, close it or do nothing
Mention the amount of time in seconds that you want to wait before you want to consider that the agent has abandoned the chat
Enter the message to display to the visitor on closing the session
Mention the time you want to wait to consider visitor abandonment
Enable automatic closing of rooms abandoned by the visitor if you want
Enter the message to display to the visitor when the room is automatically closed by visitor inactivity
As shown below: