Introduction to Omnichannel

With the Rocket.Chat Omnichannel feature, you can talk to your customers and website visitors, regardless of the channel they choose to connect with you.

The 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:

• Livechat: Manage livechat users, visitors, conversations, and view analytics.

• Voice Channel: Initiate and receive calls with visitors.

• Canned Responses: Create and manage template messages.