Omnichannel
You can use Rocket.Chat to talk to your customers and website visitors, regardless of which channel they choose to connect with you.
Rocket.Chat's Omnichannel feature helps you integrate multiple customer communication channels into your workspace. This enables seamless interactions between Rocket.Chat and external users across various platforms such as WhatsApp, SMS, Facebook, Instagram Direct, Telegram, and more.
The use of Omnichannel is instrumental in attracting and retaining customers in a multi-channel environment, thereby safeguarding potential sales opportunities and fostering customer relationships.
This feature includes:
Omnichannel Livechat widget for your websites, acting as a gateway for customer interactions or direct support.
Analytics dashboard to track performance over any period of time.
Custom fields to obtain additional customer information according to your business requirements.
Canned responses (or template responses) to provide quick pre-defined responses.
Omnichannel Apps that give your customers the chance to engage with you on channels of their choice.
To enable the Omnichannel feature on your workspace, see the Omnichannel Admin's Guide.
Omnichannel users
The primary users of Omnichannel are:
Workspace admins
To learn about the required roles, see Rocket.Chat Omnichannel Roles.
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.
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