---
title: "Omnichannel"
slug: "omnichannel-api"
status: "update"
updated: 2026-09-14T20:00:22Z
published: 2026-09-14T20:00:22Z
canonical: "developer.rocket.chat/omnichannel-api"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://developer.rocket.chat/llms.txt
> Use this file to discover all available pages before exploring further.

# Omnichannel

With the Rocket.Chat [Omnichannel](https://docs.rocket.chat/docs/omnichannel) feature, you can talk to your website visitors, regardless of the channel they choose to connect with you.

Omnichannel endpoints are of two types:

- **Endpoints requiring authentication**: The workspace admins and managers use the endpoints that require authentication with a login method.
- **Endpoints not requiring authentication**: Visitors can use the endpoints that require no authentication. These endpoints require a visitor token, which is like an authentication parameter for visitors. Visitors can register themselves by providing a unique random string as the token, which can be used for similar endpoints.

This section includes the following endpoints:

- Create and manage livechat users—agents and managers.
- View agent analytics details.
- Manage livechat visitors and rooms.
- View and manage livechat appearance and functionalities such as triggers, business hours, priorities, and canned responses.

The [Livechat Widget API](/v1-api/apidocs/livechatwidget-api) allows you to further customize and integrate Livechat widget functionalities.

## The livechat room object

Omnichannel conversations happen in livechat rooms. A trimmed example from [Get or Create Livechat Rooms](/apidocs/get-or-create-livechat-rooms):

```json
{
  "room": {
    "_id": "kCJDd5peKiZnGJLPq",
    "fname": "Mary",
    "t": "l",
    "v": {
      "_id": "47Dajwh9DjpnTAugW",
      "username": "guest-165",
      "token": "8s7e9ony6ctl27e1qf8kue",
      "status": "offline"
    },
    "departmentId": "CAJioQNAvLnYWTy8i",
    "open": true,
    "msgs": 7,
    "ts": "2021-07-09T20:12:19.795Z",
    "lm": "2021-07-09T20:20:58.755Z"
  },
  "success": true
}
```

Fields you use most often:

- `_id`: The livechat room ID, passed as `rid` in most room endpoints.
- `t`: The room type — always `l` for livechat rooms.
- `v`: The visitor in the conversation, including the visitor `token` that authenticates visitor-side calls.
- `departmentId`: The department handling the conversation.
- `open`: Whether the conversation is still active.

## Common workflows

**Run a conversation from the visitor side**

1. [Register the visitor](/apidocs/register-livechat-visitor) with a unique token string.
2. [Get or create the livechat room](/apidocs/get-or-create-livechat-rooms) using that token.
3. [Close the room](/apidocs/close-livechat-room) when the conversation ends.

**Manage the queue as an agent or manager**

1. [List livechat rooms](/apidocs/get-list-of-livechat-rooms) to see open, queued, and on-hold conversations.
2. [Forward a room](/apidocs/forward-livechat-room) to another agent or department, or [put it on hold](/apidocs/put-livechat-room-on-hold).
3. [Update agent status](/apidocs/update-agent-status) to control availability.

## Conventions

- Visitor-side endpoints authenticate with the visitor `token` instead of the `X-Auth-Token`/`X-User-Id` headers.
- Agent and manager endpoints require Omnichannel permissions such as `view-l-room` or the livechat agent and manager roles; each endpoint page lists its requirements.
- List endpoints support `count`, `offset`, and `sort` [query parameters](/apidocs/query-parameters).