You can use Rocket.Chat to talk to your customers and website visitors, regardless of which channel they choose to connect with you.
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Rocket.Chat Omnichannel allows you to integrate various customer communication channels into your workspace. You can incorporate the Omnichannel Live Chat pop-up widget into your website, serving as an entry point for communication or direct support to your customers or visitors.
You can also use advanced Omnichannel Apps, which provide a seamless communication experience between Rocket.Chat and external users from other communication platforms like WhatsApp, SMS, Facebook, Instagram Direct, Twitter, Telegram, etc.
Using Omnichannel helps acquire and retain customers in a multi-channel environment to save valuable potential sales while building relationships, providing an exceptional experience and the ability to interact through various communication channel.
Rocket.Chat Omnichannel has three primary users; Admins, Managers, and Agents.

Enable Omnichannel

To enable the Omnichannel feature on your workspace,
  • Go to Administration > Workspace > Settings > Omnichannel
  • Toggle on Enable Omnichannel.
  • Click Save Changes.
Kindly contact your workspace administrator to enable Omnichannel. Learn how to configure Omnichannel on your Rocket.Chat workspace.
Now the administrator and Rocket.Chat Omnichannel Manager can access Omnichannel Settings by navigating to Administration > Omnichannel. Only users with Administrator and Omnichannel Manager roles assigned to them can access this menu.
Current Chats: View all existing Omnichannel conversations.
Analytics: Analyze the productivity of your Live Chat Agents.
Real-time Monitoring: Monitor your incoming and ongoing Live Chat conversations in real time.
Managers: Organize Omnichannel managers.
Agents: Manage Omnichannel agents and their departments.
Department: Set up Omnichannel departments.
Custom Fields: Add custom fields to receive additional information from visitors during registration before initiating a Live Chat conversation.
Livechat Triggers Manager's Guide: Configure Omnichannel LiveChat trigger to open the LiveChat widget.
Livechat Widget Installation: Embed the LiveChat widget into your web pages.
LiveChat Widget Appearance: Customize the LiveChat widget to suit your branding style.
Webhooks Manager's Guide: Configure Omnichannel webhooks to integrate the Rocket.Chat Omnichannel to any third-party system, e.g., CRM, Zoho.
Business Hours Manager's Guide: Set up business hours to specify the working days and hours of your business.
Monitors Omnichannel Guide: Set up users to monitor all Omnichannel activities.
Units Manager's Guide: Organize a unit of multiple departments and assign a monitor to oversee them.
Canned Responses: Save message snippets with shortcuts to enable faster communication.
Tags Manager's Guide: Create tags to sort Live Chat conversations quickly.
Priorities Manager's Guide: Change the order of Omnichannel queues based on Estimated Due Time.