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Once you are in your workspace settings menu, you have to click on configuration at the bottom of the menu:
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When you click on settingsSettings, you will see on the right window multiple settings that can be configured. What we are looking here is the omnichannel settings, so, write down omnichannel on the search bar and click on open Open:
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In hereHere, to enable Omnichannel, turn on the Enable Omnichannel enabled option:
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Routing Settings
Inside the omnichannel settings, you will see a “routing” Routing sub menu that you can check:
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Click on it and you will new options will be displayed. To enable Incoming Live Chats section for the agents is the “Manual selection” Manual Selection on the “Omnichannel routing method/Algorithm” Omnichannel Routing Method drop down list:
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Also, another option that should be enabled is the “Accept Accept with No Online Agents”Agents. It should enables enable rocket chat to receive and store chats into Omnichannel Queue even if there are no agents online:
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Additionally there is an option called “Max number of items displayed in the queue”, if you want many chats to be displayed on the main menu, you can change that option to a high value number. |
Once you have everything done, on top of rocket chat would be an option to save your current settings, click on it and all your changes should be saved correctly.
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