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You can use Rocket.Chat to talk to your customers and website visitors, regardless of which channel they choose to connect with you. |
Rocket.Chat Omnichannel allows you to integrate various customer communication channels into your workspace. You can incorporate the Omnichannel Live Chat pop-up widget into your website, serving as an entry point for communication or direct support to your customers or visitors.
You can also use advanced Omnichannel Apps, which provide a seamless communication experience between Rocket.Chat and external users from other communication platforms like WhatsApp, SMS, Facebook, Instagram Direct, Twitter, Telegram, etc.
Using Omnichannel helps acquire and retain customers in a multi-channel environment to save valuable potential sales while building relationships, providing an exceptional experience and the ability to interact through various communication channel
Rocket.Chat Omnichannel has three primary users; Admins, Managers, and Agents.
To enable the Omnichannel feature on your workspace,
- Go to Administration > Workspace > Settings > Omnichannel
- Toggle on Enable Omnichannel.
- Click Save Changes.
{% hint style="info" %} Kindly contact your workspace administrator to enable Omnichannel. Learn how to configure Omnichannel on your Rocket.Chat workspace. {% endhint %}
Now the administrator and Rocket.Chat Omnichannel Manager can access Omnichannel Settings by navigating to Administration > Omnichannel. Only users with Administrator and Omnichannel Manager roles assigned to them can access this menu.
****Current Chats: View all existing Omnichannel conversations.
****Analytics: Analyze the productivity of your Live Chat Agents.
****Real-time Monitoring: Monitor your incoming and ongoing Live Chat conversations in real time.
****Managers: Organize Omnichannel managers.
****Agents: Manage Omnichannel agents and their departments.
****Department: Set up Omnichannel departments.
****Custom Fields: Add custom fields to receive additional information from visitors during registration before initiating a Live Chat conversation.
****Livechat Triggers Manager's Guide: Configure Omnichannel LiveChat trigger to open the LiveChat widget.
****Livechat Widget Installation: Embed the LiveChat widget into your web pages.
****LiveChat Widget Appearance: Customize the LiveChat widget to suit your branding style.
****Webhooks Manager's Guide: Configure Omnichannel webhooks to integrate the Rocket.Chat Omnichannel to any third-party system, e.g., CRM, Zoho.
****Business Hours Manager's Guide: Set up business hours to specify the working days and hours of your business.
****Monitors Omnichannel Guide: Set up users to monitor all Omnichannel activities.
****Units Manager's Guide: Organize a unit of multiple departments and assign a monitor to oversee them.
****Canned Responses: Save message snippets with shortcuts to enable faster communication.
****Tags Manager's Guide: Create tags to sort Live Chat conversations quickly.
****Priorities Manager's Guide: Change the order of Omnichannel queues based on Estimated Due Time.