Omnichannel Routing Settings Guide
- Ricardo Gomez
Configure how Omnichannel can be used to streamline conversations from various mediums into Rocket.Chat. Omnichannel adds the ability to set up and receive conversations from pop-up Live Chat widgets on your website or from your business Facebook.
Enabling and using Rocket.Chat Omnichannel gives seamless, effortless, and high-quality customer experiences all within a defined channel on your Rocket.Chat workspace.
Routing allows you to define the behavior of your Live Chat queues.
You can check the official documentation from rocket chat in here: https://docs.rocket.chat/use-rocket.chat/workspace-administration/settings/omnichannel-admins-guide
Enabling Omnichannel
First of all, when you log in on rocket chat with your admin account, you can see a three dot menu that you can click on. Here, you can check the workspace configurations:
Once you are in your workspace settings menu, you have to click on configuration at the bottom of the menu:
When you click on Settings, 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:
Here, to enable Omnichannel, turn on the Omnichannel enabled option:
Routing Settings
Inside the omnichannel settings, you will see a Routing sub menu that you can check:
Click on it and you will new options will be displayed. To enable Incoming Live Chats section for the agents is the Manual Selection on the Omnichannel Routing Method drop down list:
Also, another option that should be enabled is the Accept with No Online Agents. It should enable rocket chat to receive and store chats into Omnichannel Queue even if there are no agents online:
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:
To verify if everything is set up correctly, when you go back to the main screen of rocket chat, you can see a Omnichannel section with to options, a bubble chat with a line in the middle and a contact agenda, the option that you are looking for is the bubble chat with a line:
Click on it to enable omnichannel and it should change to a color green and without a line:
Now, whenever you receive a message to rocket chat, it should be displayed on a Chat In Queue section right below Omnichannel section:
If you can not see the chat in the Queue section and you are sure that you have an incoming live chat, take another look if a department is created, your user is assigned to that department as an agent role and also that the incoming live chat is directed to the department