omnichannel

Omnichannel

The Rocket.Chat Omnichannel capabilities give you the possibility to streamline conversations from various mediums into Rocket.Chat. This feature can be extended in several ways

• You can integrate the Omnichannel Live Chat pop-up widget into your website that can serve as an entry point for communication or direct support to your customers or visitors.
• Using advanced Omnichannel Apps and integrations, provide for a seamless experience between Rocket.Chat and external users from other communication platforms like
  • WhatsApp
  • SMS
  • Facebook
  • Instagram Direct
  • Twitter
  • Telegram
  • Email

{% hint style="info" %} A very practical use case is using Omnichannel to acquire and retain customers in a multi-channel environment in order to save valuable potential sales while building relationships, providing an exceptional experience and the possibility to communicate and engage with multiple communication mediums. {% endhint %}

Omnichannel Activation

Enable Omnichannel

To enable the Omnichannel feature on your Rocket.Chat instance:

1. Go to Administration > Workspace > Settings > Omnichannel
2. Enable Omnichannel and hit Save changes

Now the admin will have access to Omnichannel Panel Settings through a new menu called Omnichannel, as shown below:

{% hint style="info" %} Find out how to configure Omnichannel on your Rocket.Chat workspace. {% endhint %}

Omnichannel area of Rocket.Chat has three primary users.

1. Admins
2. Managers
3. Agents

Being an Omnichannel manager, you can access Omnichannel settings by Avatar Menu > Omnichannel

Please use the navigation on the left to find the detail of each menu in their respective article.