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Developing Omnichannel Apps

One of the best ways of utilizing omnichannel features is through building interactive RocketChat Apps.
For more information on building the RocketChat Apps, see https://developer.rocket.chat/apps-engine/getting-started.

Key Traits in Omnichannel Apps

Most omnichannel apps make use of these recipes and components.

Recipes

Components

  1. 1.
    A Webhook Endpoint: This is where channels like WhatsApp, Facebook, or any external source will trigger message events when a visitor sends messages using those channels.
    You can register an App endpoint following the guide https://developer.rocket.chat/apps-engine/sample-app-snippets/registering-api-endpoints in the Apps section.
  2. 2.
    A Livechat Message Handler: The message handler is called when an agent sends any message on a room, which is then forwarded to the respective channels.