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
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.
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.
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.
Units Manager's Guide: Organize a unit of multiple departments and assign a monitor to oversee them.