How can I make the email field optional in the Livechat widget?
To make the email field optional on the Livechat registration form:
Go to Manage → Omnichannel → Livechat Appearance → Registration Form
Disable the Show email field option
Go to Manage → Omnichannel → Custom Field
Create an email field and ensure it is not required
How do I customize the appearance of the Livechat widget?
You can customize the Livechat widget in several ways:
Update settings in Livechat Widget Appearance and Livechat Settings
Use the Livechat Widget API to extend functionality
Refer to Livechat Widget Development and Customization for advanced use cases
What communication channels are supported in Omnichannel?
Rocket.Chat Omnichannel supports:
Livechat widget (for website visitors)
Messaging integrations such as WhatsApp and Instagram (via Omnichannel apps)
Why am I not receiving Livechat messages after setup?
If you’ve enabled Omnichannel but aren’t receiving messages:
Ensure at least one user has the Livechat Agent role
Confirm the Livechat widget is properly installed and active
Verify Omnichannel is enabled in workspace settings
Monthly active contacts (MAC) FAQ
What is a Monthly Active Contact (MAC)?
A contact is considered active when:
Their message is received in your workspace
It is processed by the routing system
An agent responds to the contact
If multiple contacts share the same email or phone number, they are initially counted separately. Once merged, the MAC count is adjusted accordingly in Subscription.
What happens if I exceed 100 MACs without a MAC pack?
Your service may be interrupted.
To continue using Omnichannel:
Upgrade to the Enterprise plan, or
Purchase additional MAC packs
Contact the Sales team for assistance.
Do Starter or Pro plans include MAC packs?
Starter and Pro plans include up to 100 Monthly Active Contacts.
To interact with more than 100 contacts:
Upgrade to the Enterprise plan, and
Purchase additional MAC packs
How are MACs calculated if I upgrade mid-month?
MAC usage is calculated within a monthly billing cycle.
Your cycle starts on the date of upgrade
It resets at the beginning of the next calendar month
Example: If you upgrade on January 18 and purchase 15,000 MACs, you can use them until January 31. The count resets on February 1.
Do MAC limits restrict the number of contacts in my database?
No. You can store unlimited contacts in your database.
MAC limits apply only to contacts you actively interact with during the billing cycle
Is there a limit on interactions per contact?
No. You can send and receive unlimited messages per contact.
MAC limits apply to the number of active contacts, not message volume.
What happens to unused MAC packs?
Unused MACs:
Expire at the end of the billing cycle
Do not roll over to the next month
Is there a trial for additional MAC capacity?
In some cases, if you exceed the 100 MAC limit, Rocket.Chat may grant a 30-day Enterprise trial.
This provides temporary access to additional MAC capacity.
Typically granted once per major release cycle
After the trial ends, your workspace returns to its original plan
P2P Outbound Messaging FAQ
Does Rocket.Chat support template management for outbound messages?
No. Template management (creating, editing, or submitting templates for approval) is not handled within Rocket.Chat.
To manage templates, use:
360D Client Hub, or
Only templates that are already approved and available in your WhatsApp account will appear in Rocket.Chat.
What happens if a contact doesn’t have a phone number?
Outbound messages require a phone number.
If a contact does not have one:
Edit the contact profile
Add a valid phone number
You won’t be able to send outbound messages until a phone number is provided.
Can I track the delivery or read the status of outbound messages?
No. Rocket.Chat does not provide delivery or read receipts for outbound messages.
After sending a message:
You’ll see a confirmation banner indicating it was sent
Delivery and read status are not available
Can I send an outbound message to multiple contacts at once?
No. Rocket.Chat does not support bulk or broadcast outbound messaging. Outbound messages can only be sent one contact at a time