Configure the Omnichannel settings to streamline conversations from various communication channels into Rocket.Chat. Omnichannel allows you to set up and receive conversations from pop-up Livechat widgets on your website or channels like Facebook to your Rocket.Chat workspace.

To access the following Omnichannel settings, go to Manage Screenshot 2025-12-23 130522.png > Workspace > Settings > Omnichannel.

General Omnichannel settings

Field	Description
Omnichannel enabled	Enable the Omnichannel feature on your workspace.
Allow visitors to finish conversations	Disable this option to prevent visitors from closing ongoing conversations. This hides the Finish this Chat button on the widget and blocks the Close Livechat Room API for visitors, allowing only agents to close conversations.
Request comment when closing conversation	If this option is enabled, agents must add a comment to close a chat.
Accept new omnichannel requests when the agent is idle	Enable the option to let Omnichannel agents receive new chat requests when they are idle. If the agent’s prescense status is offline, they won’t recieve new chat requests.
Continuous sound notifications for new omnichannel room	Enable notification sounds when a new Omnichannel room is created.
File Uploads Enabled	Enable this option to allow file uploads on Omnichannel communication channels.
Ask visitors if they would like a transcript after chat closed	When this option is enabled, Omnichannel visitors are asked if they require a transcript of their conversation after closing the chat.
Always send conversation transcript to visitors via email	Enable this option to automatically send the transcript to visitors after the conversation is finished, regardless of the agent's preferences.
Include system messages in transcripts	Enable this option to include system messages in the conversation transcripts, such as when the chat starts, someone joins the conversation, and the chat is closed.
Message to Show When Asking About Transcript	Enter the message displayed to visitors when they ask whether they require a transcript.
Custom email subject for transcript	Enter an email subject for the transcripts sent via email. If you don’t enter a custom email subject in this setting, the default subject is used - `Transcript of your omnichannel conversation`. Agents can override this value by passing a subject property when closing a room.
Enable department removal	Enable the option to delete departments. Once departments are removed, restoring them is impossible. We recommend archiving the department instead.

Livechat settings

To learn about setting up livechat widgets, see the Livechat Widget Installation and Appearance documents.

Manage the following Omnichannel Livechat widget settings from Manage Screenshot 2025-12-23 130522.png > Workspace > Settings > Omnichannel > Livechat:

Field	Description
Livechat Title	Enter the title that is displayed on your livechat widget.
Livechat title background color	Set the livechat title background color.
Enable message character limit	Enable this option to set a message character limit.
Livechat message character limit	Set a limit on the number of message characters.
Display Offline Form	When this option is enabled, the offline form is displayed to visitors when no agent is available.
Clear guest session when chat ended	Enable this option to clear the guest session when a chat ends.
Validate Email Address	Enable this option to validate the visitor's email address.
Offline Form Unavailable Message	Enter the message to display when the offline form is unavailable.
Title	Enter a title for the offline form.
Color	Set the color of the livechat widget. This also changes the color of the livechat icon.
Instructions	Enter instructions for your visitors to fill out the offline form.
Email Address to Send Offline Messages	Enter an email address to which you want all offline messages to be sent.
Offline Success Message	Enter the message displayed to visitors after they successfully send an offline message.
Allow Visitor to Switch Departments	Enable this option to allow livechat visitors to switch departments.
Show agent information	Enable this option to show information about the agent attending to a visitor in the livechat widget. For example, the agent’s name.
Show agent email	When this option is enabled, the Omnichannel agent's email is displayed to the visitor.
Conversation Finished Message	Enter a message to be sent to visitors when the conversation is finished.
Conversation Finished Text	Enter additional text to show after a conversation is finished.
Show Pre-registration Form	Enable this option to display the pre-registration form.
Show name field	Enable this option to display the visitor’s name field on the pre-registration form.
Show email field	Enable this option to display the visitor’s email field on the pre-registration form.
Monitor History for Changes on	Monitor history changes on the Page URL or Page Title.
Send Visitor Navigation History as a Message	When this option is enabled, you can send a visitor's navigation history to them as a message.
Registration Form Message	Enter the message displayed on the registration form.
Livechat Allowed Domains	Enter a comma-separated list of domains allowed to embed the livechat widget. Leave blank to allow all domains.
Send Livechat offline messages to a channel	Enable this option if you want to send livechat offline messages to a channel.
Channel Name	Enter the channel to which the livechat offline messages should be sent.
Livechat Widget Additional Scripts	Use this setting to add additional JavaScript scripts to the widget bundle. You can add a list of scripts by separating them with commas, for example: `https://yourUrl/customScript1.js,` `https://yourUrl/customScript2.js`
Livechat Widget Additional CSS	Use this setting to add additional CSS to the widget bundle. You can add a list of CSS files by separating them with commas, for example: `https://yourUrl/customFile1.css,` `https://yourUrl/customFile2.css`
Livechat widget position on the screen	Select the position of the widget on your site: `Left` or `Right`. The widget is displayed at the bottom of the page.
Livechat background	Enter the widget background color as hexadecimal (`#F5455C`), a color name (`red`), or an image using a URL (`url('https://example.com/image.png')`). This field follows CSS standards. See the background property documentation for details.
Hide system messages	Select the system messages that you want to hide in the livechat conversations in the widget. The options are as follows: `Hide "User Join" messages` `Hide "User Leave" messages` `Hide "Conversation finished" messages` `Hide "Conversation started" messages` `Hide "Conversation transfered" messages`
Hide "Expand chat"	Remove the Expand chat option from the widget.
Hide "powered by Rocket.Chat"	Enable this option to hide the widget's watermark.
Livechat widget logo (svg, png, jpg)	Change the logo of the widget. By default, the following widget logo is displayed:

API

Manage Omnichannel API settings from Manage Screenshot 2025-12-23 130522.png > Workspace > Settings > Omnichannel > API.

Force Close Conversation API: Enable this setting for agents and managers to use the forceClose parameter in the Close Livechat Room endpoint, allowing them to forcefully close an Omnichannel conversation.
Enable this option only if your workspace has issues with rooms with invalid states.

Business hours

Manage the following business hours settings:

Business hours enabled: Enable business hours.
Business Hour Type (Single or Multiple): Set the type of business hour. By default, workspaces on the community plan only support the single business hour mode.

To learn more about how to optimize business hours in your workspace, see Business Hours.

The multiple business hour feature is exclusively available on Starter workspaces and Enterprise plan.

CRM integration

Integrate your Rocket.Chat livechat events using webhooks to other external tools or CRMs. For additional settings, see Webhooks.

Manage the following CRM settings from Manage Screenshot 2025-12-23 130522.png > Workspace > Settings > Omnichannel > CRM Integration:

Field	Description
Webhook URL	Enter the webhook URL for the system you want to connect (destination).
Secret Token	Enter the secret token to verify the webhook. The field Secret Token is sent to a header `X-RocketChat-Livechat-Token` so you can validate if the request came from livechat. If your endpoint returns a response status other than `200`, Rocket.Chat will retry ten times, waiting ten seconds between retries.
Send Request on Chat Start	Enable this option to send a POST request to the webhook endpoint when an Omnichannel chat begins.
Send Request on Chat Close	Enable this option to send a request when a chat is closed.
Send Request on Chat Taken	Enable this option to send a request when an agent joins a chat.
Send request on Chat Queued	Enable this option to send a request when a chat is queued.
Send Request on Forwarding	Enable this option to send a request when a chat gets forwarded to another Omnichannel department or agent.
Send Request on Offline Messages	Enable this option to send a request when a visitor leaves an offline message.
Send Request on Visitor Messages	Enable this option to send a request when a visitor sends a message.
Send Request on Agent Messages	Enable this opinion to send a request when an agent sends a message or reply.
Send Visitor Navigation History on Request	Enable this option to send a request about a visitor's navigation history. For this to work, the Send Visitor Navigation History as a Message field must be enabled in the Livechat settings section.
Send request on lead capture	Enable this option to send a request when a lead is captured.
Lead capture email regex	Specify the regex for lead captured email. For example, `\b[A-Z0-9._%+-]+@(?:[A-Z0-9-]+.)+[A-Z]{2,4}\b`
Lead capture phone regex	Set the regex for lead-captured phone numbers. For example, `((?:([0-9]{1,3})\|[0-9]{2})[ -]*?[0-9]{4,5}(?:[-\s_]{1,2})?[0-9]{4}(?:(?=[^0-9])\|$)\|[0-9]{4,5}(?:[-\s_]{1,2})?[0-9]{4}(?:(?=[^0-9])\|$))`
Livechat_http_timeout	Enter the request timeout value.

Configure GDPR data processing and consent. Access these settings from Manage Screenshot 2025-12-23 130522.png > Workspace > Settings > Omnichannel > GDPR.

Field	Description
Allow to collect and store HTTP header information	This lets you determine whether livechat is allowed to store information collected from HTTP headers, such as IP addresses, User-Agent, and so on.
Force visitors to accept data processing consent	When this option is enabled, visitors cannot start chatting without consent.
Data processing consent text	Enter the consent message that visitors see about how you process their data.

Analytics settings

Access these settings from Manage Screenshot 2025-12-23 130522.png > Workspace > Settings > Omnichannel > Analytics.

Ignore bots activities for performance metrics: Enable this option to ignore automatic messages (bot messages) on response time metrics. This means that the first response time refers to the first human agent who responds to a livechat room, instead of the bot agent.

Canned responses

Access these settings from Manage Screenshot 2025-12-23 130522.png > Workspace > Settings > Omnichannel > Canned Responses. Here, you can enable the option to use canned replies.

Canned responses allow Omnichannel agents to use predefined message replies. You can enable or disable canned responses in your workspace. For details, see the Canned Responses document.

Queue management settings

Configure the Omnichannel queue and how simultaneous chats get managed. To learn more about queuing, refer to Omnichannel Queue.

Access these settings from Manage Screenshot 2025-12-23 130522.png > Workspace > Settings > Omnichannel > Queue Management.

Field	Description
Queue processing delay timeout	This is the time interval (in seconds) during which the system reviews all the queues and assigns conversations to available agents. If you have configured departments, they are also considered. This value cannot be modified when the Manual Selection routing method is used.
Waiting queue	Enable the Omnichannel queue.
Waiting queue message	Enter the message displayed to visitors waiting in the queue when all available agents are busy.
Max. number of simultaneous chats	Enter the maximum number of simultaneous chats that agents can tend to. This is the global limit set for all agents in your workspace. If you have set a value for the Max. number of simultaneous chats field for specific agents, the agent-level value takes precedence over the global limit. If you have set a value for the Max. number of simultaneous chats field for departments, the agent-level limit, and then the global limit (if set) take precedence. The order of priority is agent-level limit > global limit > department limit. Note that these fields are optional, and if no value is set, there is no limit to the number of chats an agent can attend when they are available.
Calculate and dispatch Omnichannel waiting queue statistics	Enable this option to process and dispatch queue statistics, such as position and estimated waiting time. When a visitor sends a message on the livechat, their queue spot and waiting time are displayed at the top. If the livechat channel is not in use, it is recommended to disable this setting and prevent the server from doing unnecessary processes.
Number of recent chats to calculate estimate wait time	Enter the number of served chats to be used when calculating queue time. By default, the value is `100`. This means that the last 100 chat durations are considered when calculating the estimated wait time. Refer to the Estimated Wait Time (EWT) Algorithm document for more details.
Maximum waiting time in queue	Enter the maximum time (in minutes) for which a chat can be kept in queue, `-1` means unlimited. For example, if the waiting time is one minute, the chat closes automatically after this duration, and visitors can try contacting you again.
Sorting Mechanism	Select the mechanism for sorting chats. It can either be Timestamp, SLA Policies, or Priorities.

Watch the following video to learn about the queue management settings:

Routing settings

Routing allows you to define the behavior of your livechat queues. Access these settings from Manage Screenshot 2025-12-23 130522.png > Workspace > Settings > Omnichannel > Routing.

Field	Description
Omnichannel Routing Method	Select your preferred routing method. Refer to Queue Types (Routing Algorithm) for details on the types of routing methods used in Rocket.Chat.
Accept with No Online Agents	When this option is enabled, Omnichannel conversations are accepted even when there are no agents online.
Assign new conversations to bot agent	When this option is enabled, the routing system attempts to find a bot agent before addressing new conversations to a human agent.
Max number of items displayed in the queue	Enter the maximum number of items displayed in the Queued Chats list when Manual Selection is the routing method.
Show Queue List to All Agents	Enable this option to display the Omnichannel queue for all agents. When this option is enabled, agents can click the queue icon from the Omichannel menu bar and view the Omnichannel Queue page. On this page, the chats can be filtered by Served By, Status, and Department.
External Queue Service URL	Enter your external queue service URL if your Omnichannel Routing Method is External Service.
Secret Token	Enter the secret token of the external queue service.
Maximum fallback forward departments depth	The maximum number of departments to which a chat can be transferred when the departments have the Fallback department for forwarding field configured. When the limit is reached, chats won't be transferred, and the process will stop. Depending on your configuration, setting a high number may cause performance issues.
Last-Chatted Agent Preferred	Enable this option to allow the allocation of chats to the agent who previously interacted with the same visitor if the agent is available when the chat starts.
Assign new conversations to the contact manager	This setting allocates a chat to the assigned Contact Manager as long as the Contact Manager is online when the chat starts.

Sessions settings

The session setting lets you define how open chat sessions are handled. Access these settings from Manage Screenshot 2025-12-23 130522.png > Workspace > Settings > Omnichannel > Sessions.

Field	Description
How to Handle Open Sessions When Agent Goes Offline	Select what happens to an open chat session when an agent is offline. None: Nothing happens. Forward: The chat is forwarded to another agent. Close: The chat is closed.
How Long to Wait After Agent Goes Offline	Enter the time (in seconds) before the action specified above happens.
Comment to Leave on Closing Session	Enter a comment to be displayed to the visitor on closing the chat.
How Long to Wait to Consider Visitor Abandonment?	Enter the number of seconds to wait before considering that the visitor abandoned the chat.
How to handle Visitor Abandonment	Select what to do when visitors abandon chats. The options are: Do Nothing Close chat Place chat On-Hold
Custom message when room is automatically closed by visitor inactivity	Enter the message that is sent when a chat is automatically closed due to the visitor's inactivity.
How long to wait before closing a chat in On Hold Queue?	Define how long (in seconds) the chat remains in the on-hold queue until it's automatically closed by the system.
Custom message for closed chats in On Hold queue	Enter the custom message to be sent when a room in the on-hold queue is automatically closed by the system.
Allow agents to manually place chat On Hold	When this option is enabled, agents have the option to place a chat on hold.
Chats on hold only after agent engagement	Enable this option to allow chats to be put on hold only if the agent was the last to send a message in the conversation.
Timeout (in seconds) for automatic transfer of unanswered chats to another agent	Specify the time (in seconds) for unanswered chats to be transferred to other agents.

Video and audio call settings

Configure the provider responsible for your video and audio calls. Access this setting from Manage Screenshot 2025-12-23 130522.png > Workspace > Settings > Omnichannel > Video and Audio Call.

Call Provider: Select the call provider to use for Omnichannel Calls. Set the default call provider in Conference Call Admin Guide. Extend the functionality of video and audio calling with any of the available apps like Jitsi, Pexip, BigBlueButton, and Google Meet.

For details on the contact identification settings, refer to the Trusted Contact Management document.

Documentation Index