Rocket.Chat's Omnichannel feature allows you to integrate multiple communication channels into your workspace while meeting regulatory requirements. This ensures secure and seamless digital interactions with your citizens and customers across platforms such as WhatsApp, SMS, and more. This is instrumental in attracting and retaining customers in a multi-channel environment, safeguarding potential sales opportunities, and fostering relationships through different platforms.
This section guides you through the Omnichannel configuration options and features.
Assign Omnichannel roles
For secure access control, Rocket.Chat provides three customizable Omnichannel user roles: managers, agents, and monitors.
Omnichannel security features
Trusted contact management helps you authenticate visitors. Additionally, you can maintain records of chat history to meet legal and compliance requirements.
Set up communication channels
Set up the Livechat widget for your websites, which acts as a gateway for external interactions. Install Omnichannel apps such as WhatsApp, SMS, Telegram, and more to integrate multiple communication channels.
Analytics and reports
Track team performances and key metrics using analytics, real-time monitoring, and reports dashboards. Use the contact center to view and manage live conversations.
Streamlined management
Create departments and business units to categorize different business functions. Define business hours to set your operating hours.
Optimize Omnichannel workflows
Create canned responses to provide quick, predefined responses. Add tags, SLAs, and priorities to help you better manage your conversations.
Extend Omnichannel capabilities
Configure webhooks to integrate with third-party platforms of your choice. Set up the Rocket.Chat AI app with your LLM deployment to provide agents with concise interaction summaries, enabling them to quickly pick up conversations.
You can also manage Omnichannel configurations and conversations using the REST API endpoints.
DoneDone review (remove before publishing): release 9.0.0-rc.0 · DOCS-1795 · tested on writing-demo 9.0.0-rc.0 as admin on 2026-10-28.
What changed and why: the process-release callout carried a release number and no steps. It is replaced with a three-step procedure to turn on Omnichannel enabled (path, label, position, save button and confirmation as observed) and an info callout on upgraded workspaces and Manage > Omnichannel staying reachable while off. The new-workspace default is verified through the default value (packageValue false, Reset control), not a fresh install.
Test cases behind this change: TC-01, TC-02, TC-03, TC-05, TC-07 (pass); TC-04 (fail, requirement class: off/on cycle verified, but Manage > Omnichannel stays available while off, so the document does not claim it is hidden). Not reflected: TC-06 (implementation failure, the settings API accepts a non-boolean value for Livechat_enabled, see Jira comment). TC-03 upgrade evidence is indirect (pre-upgrade value not captured).