After setting up Omnichannel in your workspace, the next step is configuring the user roles. Omnichannel roles are central to maintaining access control and ensuring users have the appropriate permissions to Omnichannel features based on their responsibilities.
The primary user roles in Omnichannel are:
Workspace Admins: Have full control over workspace settings, including Omnichannel.Livechat Manager: Manage agents and oversee all Omnichannel features.Livechat Agents: Handle customer inquiries and support requests through Omnichannel.Livechat Monitor: View and monitor livechat interactions and analytics.
Each role has a specific set of permissions by default. You can assign these roles to existing workspace users or invite new users to your workspace.
Visit Roles in Rocket.Chat and Permissions in Rocket.Chat to learn more about access control in Rocket.Chat.
Omnichannel managers
Omnichannel Managers are responsible for overseeing Omnichannel conversations and agent performance. They can monitor and see analytics of Omnichannel activities.
To access Omnichannel Managers, go to Administration > Omnichannel > Managers.
Add a new manager
To add a user as an Omnichannel manager:
Search for or select the user from the Username field.
Click Add manager.
This automatically assigns the Livechat Manager role to that user, granting them access to view and monitor the analytics of Omnichannel agents and activities.
View managers
On the Managers screen, a list of all the existing managers is displayed with details and can be paginated if there are many managers.
Remove manager
To revoke Omnichannel manager access from a user:
On the Managers screen, find the user you want to remove.
Click the delete icon
.png)
next to the user.
This will remove the Livechat Manager role from that user, and they won't be able to monitor, view analytics, or see the Omnichannel menu.
Omnichannel agents
Omnichannel Agents are the primary users responsible for handling Omnichannel conversations and inquiries. They can be categorized into various departments in your workspace. When available, agents are notified of new incoming chats depending on the routing algorithm configured in your workspace.
To access Omnichannel Agents, go to Administration > Omnichannel > Agents.
Add agent
To add a user as an Omnichannel agent:
Search or select the user from the Username field.
Click Add agent.
This automatically assigns the Livechat Agent role to that user.
View agents
On the Agents screen, a list of all the existing agents is available with their details and can be paginated if you have many agents. The Livechat Status tab displays whether the agent is available for conversations or not.
Edit agent
You can update an agent's configuration at any time, including their departments and capacity. To do this:
On the Agents screen, click the agent you want to update.
Click Edit from the sidebar and update the following details as needed:
Departments: Select the departments the agent is a member of.
Status: Update the agent's availability status.
Max. number of simultaneous chats: Enter the maximum number of chats this specific agent can handle at the same time.
Chat limit priority
The order of priority is agent-level limit > global limit > department limit.
If you have set a value for the Max. number of simultaneous chats field at the global level, the agent-level limit takes precedence over the global limit.
If you have set a value for the Max. number of simultaneous chats field for departments, the agent-level limit and global limit (if set) take precedence.
If these limit settings are not defined, there is no limit to the number of chats an agent can attend when they are available.
Once you are done with the changes, click Save.
Remove agent
To remove a user from being an agent,
On the Agents screen, find the user you want to remove.
Click the delete icon
on the right next to the user.
This removes the Livechat Agent role from that user.
Omnichannel monitors 
Monitors are users who need visibility into Omnichannel performance and activities without the full management permissions of a Manager. They typically have access to Current Chats, Analytics, Real-time Monitoring, Agents, Departments, Business Hours, and Canned Responses.
A monitor is only able to view analytics or activities of a department if they are assigned to a unit.
To access Omnichannel Monitors, go to Administration > Omnichannel > Monitors.
Add a new monitor
To add a user as an Omnichannel monitor:
Search or select the user from the Username field.
Click Add monitor.
This automatically assigns that user the livechat-monitor role.
View monitors
On the Monitors screen, a list of all the users with livechat-monitor role is displayed and can be paginated if you have many monitors.
Delete monitor
To remove a user from being a monitor,
On the Monitors screen, find the user you want to remove.
Click the delete icon
on the right next to the user.
This removes the livechat-monitor role from that user.
You can also create custom roles if you need further options (only available in the Enterprise plan).
Next steps
Once your Omnichannel users are ready, you can take any of the following actions:
Create departments and units according to your organizational needs, and assign your users to them.
Define business hours and assign them to the relevant departments.