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Omnichannel Admin's Guide

Enable and configure Omnichannel
Configure how Omnichannel can be used to streamline conversations from various mediums into Rocket.Chat. Omnichannel adds the ability to set up and receive conversations from pop-up Live Chat widgets on your website or from your business Facebook.
Enabling and using Rocket.Chat Omnichannel gives seamless, effortless, and high-quality customer experiences all within a defined channel on your Rocket.Chat workspace.
To access this section:
Navigate to Administration > Workspace > Settings > Omnichannel
Remember to hit Save Changes in order to apply any changes made here.
  • Enable Omnichannel: When set to true, it enables the Omnichannel feature on your Rocket.Chat instance. Workspace administrators and omnichannel managers can now see the Omnichannel section to manage, while Omnichannel Agents have access to their respective Omnichannel features.
  • Request comment when closing conversation: If enabled, the agent will need to set a comment before the conversation is closed.
  • Accept new omnichannel requests when the agent is idle: Toggle true to let Omnichannel agents receive new chat requests when they are idle.
  • File Uploads Enabled: Enable this to allow file uploads on Omnichannel communication channels.
  • Ask visitors if they would like a transcript after chat closed: When enabled, Omnichannel visitors will be asked if they need a transcript of their conversation after closing.
  • Message to Show When Asking About Transcript: This lets you set a message that will be shown to the visitor when asking if they need a transcript.

Canned Responses

Canned Responses is an Enterprise feature.
Under this section, you can enable or disable the use of Canned Responses. Canned Response allows for OmnichannelAgents to use predefined message replies.
  • Enable Canned Responses: Turn on to enable the use of Canned Replies.
Learn more about Canned Responses below:

External Frame

Use an external frame to embed Rocket.Chat into your own solution or interact with your CRM.
  • External frame enabled: Turn on to enable External frame.
  • External frame URL: Add the URL of your external frame.
  • Encryption key (JWK): If provided, it will encrypt the user's token with the provided key, and the external system will need to decrypt the data to access the token.

Live Chat

Manage Omnichannel Live Chat settings.
  • Livechat Title: The title shown on your Live Chat widget.
  • Livechat title background color: The Live Chat background color.
  • Enable message character limit: Toggle on to enable the message character limit.
  • Livechat message character limit: Set a limit on message characters allowed on the visitor.
  • Display Offline Form: When enabled, the offline form will be seen by visitors when there is no available agent.
  • Clear guest session when chat ended: Toggle on to clear guest session when a chat ends.
  • Validate Email Address: When turned on, the visitor's email address will be validated.
  • Offline Form Unavailable Message: A message to show when the online form is unavailable.
  • Title: The offline form title.
  • Color: The style color of the Live Chat widget. This also changes the color of the Live Chat icon.
  • Instructions: Instructions to your visitor to fill out the form to send a message.
  • Email Address to Send Offline Messages: An email address to which you want all offline messages to be sent.
  • Offline Success Message: A message seen by the visitor after successfully sending an offline message.
  • Allow Visitor to Switch Departments: When enabled, Live Chat visitors will be able to switch departments.
  • Show agent information: Enable this to show information about the agent attending to a visitor in the Live Chat widget.
  • Show agent email: When set to true, the Omnichannel Agent's email will be visible to the visitor.
  • Conversation Finished Message: Set a message to be sent to a visitor when the conversation is finished.
  • Conversation Finished Text: Additional text to show after a conversation is finished.
  • Show Pre-registration Form: This lets you set whether or not to show the pre-registration form.
  • Show name field: Toggle to show or hide the name field.
  • Show email field: Toggle to show or hide the email field.
  • Monitor History for Changes on: This lets you monitor history changes on Page URL or Page Title.
  • Send Visitor Navigation History as a Message: When set to true, you can send a visitor's navigation history to them as a message.
  • Registration Form Message: The message seen on the registration form.
  • Livechat Allowed Domains: Comma-separated list of domains allowed to embed the Live Chat widget. Leave blank to allow all domains.
  • Send Livechat offline messages to a channel: Whether to send Live Chat offline message to a channel.
  • Channel Name: The channel to which Live Chat offline messages should be sent to.

Business Hour

Set your business hours to automatically manage when your Live Chat agents are online.
Configuring multiple business hours is an Enterprise feature.
  • Business hours enabled: Toggle on to enable business hours.
  • Business Hour Type (Single or Multiple): Set the type of business hour. Community workspaces can only set a single business hour.
Learn more on how to create and manage Business Hours here.

CRM Integration

Integrate your Rocket.Chat Live Chat events using webhooks to other external tools or CRMs.
See more details about this below.

Facebook

Configure the integration between Rocket.Chat and Facebook and communicate directly with your Facebook users.
You are required to request an OmniChannel API Key and an OmniChannel API Secret from Rocket.Chat support through [email protected]. This can take a few days depending on demand.
  • Facebook integration enabled: Set true to enable Facebook integration.
  • OmniChannel API Key: The OmniChannel API Key provided by support.
  • OmniChannel API Secret: The OmniChannel API Secret provided by support.

GDPR

Configure GDPR data processing and consent.
  • Allow to collect and store HTTP header information: This lets you determine whether Live Chat is allowed to store information collected from HTTP header data, such as IP address, User-Agent, and so on.
  • Force visitors to accept data processing consent: When toggled on, visitors are not allowed to start chatting without consent.
  • Data processing consent text: Set the consent text that visitors see about how you process their data.

Queue Management

Configure Omnichannel Queue and how simultaneous chats get managed.
  • Waiting queue: Turn on to enable the Omnichannel queue.
  • Waiting queue message: A message that is displayed to the visitor when they get in the queue.
  • Max. number of simultaneous chats: Set the maximum number of simultaneous chats that agents can tend to.
  • Calculate and dispatch Omnichannel waiting queue statistics: Processing and dispatching queue statistics such as position and estimated waiting time. If the Livechat channel is not in use, it is recommended to disable this setting and prevent the server from doing unnecessary processes.
  • Queue processing delay timeout: Set time in seconds in which queue delay processing will timeout.
  • Number of recent chats to calculate estimate wait time: The number of served chats to be used when calculating queue time.
  • Maximum waiting time in queue: The maximum time in minutes for which a chat can be kept in queue, -1 means unlimited.
See more about Queuing here.

Routing

Routing allows you to define the behavior of your Live Chat queues.
  • Omnichannel Routing Method: Select your preferred routing method. Please refer to this article Queue Types (Routing Algorithm) for information on the types of routing methods used in Rocket.Chat.
  • Accept with No Online Agents: When enabled, Omnichannel conversations will be accepted even when there are no Agents online.
  • Assign new conversations to bot agent: Enable this, and the routing system will attempt to find a bot agent before addressing new conversations to a human agent.
  • Max number of items displayed in the queue: Set the maximum number of items displayed in the incoming Omnichannel queue.
  • Show Queue List to All Agents: Enable this to show the Omnichannel Queue list to all Omnichannel Agents.
  • External Queue Service URL: Set your External Queue Service URL if your Omnichannel Routing Method is External Service.
  • Secret Token: Enter the secret token.
  • Last-Chatted Agent Preferred: Enable to allow the allocation of chats to the agent who previously interacted with the same visitor if the agent is available when the chat starts.
  • Assign new conversations to the contact manager: This setting allocates a chat to the assigned Contact Manager as long as the Contact Manager is online when the chat starts.

Sessions

The Sessions setting allows you to define how open chat sessions are to be handled.
  • How to Handle Open Sessions When Agent Goes Offline: Select what happens to an open chat session when an Agent goes offline.
    • None: Nothing happens.
    • Forward: Gets forwarded to another Agent.
    • Close: The chat gets closed.
  • How Long to Wait After Agent Goes Offline: Set the time in seconds before the action specified above happens.
  • Comment to Leave on Closing Session: Set a comment to be displayed to the Visitor on closing the chat.
  • How Long to Wait to Consider Visitor Abandonment?: This lets you set how long in seconds to wait for before considering the Visitor abandoned the chat.
  • How to handle Visitor Abandonment: Select what to do when Visitors abandon chats.
  • Custom message when room is automatically closed by visitor inactivity: Set a message that will be sent when a chat gets automatically closed due to the Visitor's inactivity.
  • How long to wait before closing a chat in On Hold Queue?: Define how long in seconds the chat will remain in the On Hold queue until it's automatically closed by the system.
  • Custom message for closed chats in On Hold queue: Custom Message to be sent when a room in On-Hold queue gets automatically closed by the system.
  • Allow agents to manually place chat On Hold: When enabled, the agent will have the option to place a chat On Hold, provided the agent has sent the last message.
  • Timeout (in seconds) for automatic transfer of unanswered chats to another agent: Specify the time in seconds for unanswered chats to be transferred to other agents.

Video and Audio Call

Configure the provider responsible for your Video and Audio calls.
  • Call Provider: Select the Call provider between Jitsi and Web.RTC to use for Omnichannel Calls.
Extend the functionality of video and audio calling with any of the available Rocket.Chat Conference Call Apps like Jitsi, Pexip, BigBlueButton, and Google Meet.