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---
description: >-
Omnichannel adds the ability to receive conversations from a pop-up livechat
support on your website and your business facebook chat directly in
Rocket.chat.
---
# Omnichannel
Rocket.Chat had minimal Livechat as a feature for a long time.
Recently the demand for production-grade Livechat has increased, so we started a complete rewrite of the package.
Recently the demand for production-grade Livechat has increased, so we did a complete rewrite of the package.
This document contains instructions on setting up the new Livechat _work-in-progress_ version.
## Activation
## Introduction
### Enable Livechat feature
Livechat package adds the ability to embed a pop-up support chat to your website.
To enable the Livechat feature on your Rocket.Chat instance:
## Activation and Configuration
1. Go to **Administration.**
### Enable Livechat feature
![](../../../.gitbook/assets/image%20%2830%29.png)
First, you have to enable the Livechat feature on your Rocket.Chat instance. Go to `Administration > Settings > Livechat` and enable it.
2. Search '**Omnichannel'** in **Settings** and enable it.
![image](https://cloud.githubusercontent.com/assets/8591547/14460567/97c6609c-0094-11e6-8f7e-da9a7c08ba51.png)
![](../../../.gitbook/assets/image%20%2829%29.png)
Now the admin will have access to _Livechat manager_ through a new menu called `Livechat` at the top left corner drop down menu.
Now the admin will have access to _**Omnichannel Panel Settings**_ **** through a new menu called `Omnichannel` at the top left corner dropdown menu, as shown below:
![image](https://cloud.githubusercontent.com/assets/8591547/14460616/d8213bbc-0094-11e6-85cd-cc061ab1fb1d.png)
![](../../../.gitbook/assets/image%20%2832%29.png)
### Configure Livechat feature
At _Livechat manager_ you'll have the following configuration options:
#### User Management
## Configuration
You can add new Livechat manager users and agents.
### **Omnichannel Administrative Settings**
To start receiving incoming live chats you need to add Livechat agents.
### Business Hour
#### Departments
### CRM Integration
You can have the following behavior depending on how many departments you have created:
### External Frame
* No departments: all Livechat agents will receive incoming chats using a round robin rule;
* One department: all incoming chats will be offered to agents **only** on that department using a round robin rule;
* More than one department: the visitor will have to choose what department he wants to talk to at registration.
### Facebook
#### Triggers
### GDPR
You can configure how your Livechat widget will be triggered and what it will do on your website.
### Livechat
You can set a condition \(e.g. user access a URL\) and an action \(e.g. send a message with the text "hello"\).
### RD Station
![image](https://cloud.githubusercontent.com/assets/20868078/24811185/50fa9214-1b9b-11e7-86e4-27e2b90dcf99.png)
### Routing
#### Custom Fields
### Sessions
You can configure custom fields to be sent by the client. You can see an example on the [Livechat API page](../../../api/livechat-api.md#set-custom-field).
#### Installation
Go to the Livechat Manager -> Installation
![image](https://cloud.githubusercontent.com/assets/51996/20235285/80d6e250-a853-11e6-83b9-b73f0be0bd97.png)
Then copy the code displayed into the source code of your website. You may modify it to meet your specific requirements.
####
#### Appearance
To customize the appearance of your Livechat widget goto Livechat -> Appearance
![image](https://cloud.githubusercontent.com/assets/51996/20235293/a9c34ca8-a853-11e6-8042-9f742b91938e.png)
#### Integrations
......@@ -145,24 +140,5 @@ The field **Secret Token** is sent to a header `X-RocketChat-Livechat-Token` so
If your endpoint returns a response status other than 200, Rocket.Chat will retry 10 times waiting 10 seconds between retries.
#### Widget Embedding
**Magento 2**
Magento 2 depends on **RequireJS** to load JavaScript resources, so we need to change the widget code a little to look like:
```text
<script defer="defer" async="async" type="text/javascript">
require([ 'jquery' ], function ($) {
(function(w, d, s, u) {
w.RocketChat = function(c) { w.RocketChat._.push(c) }; w.RocketChat._ = []; w.RocketChat.url = u;
var h = d.getElementsByTagName(s)[0], j = d.createElement(s);
j.async = true; j.src = 'https://rc.example.com/packages/rocketchat_livechat/assets/rocket-livechat.js';
h.parentNode.insertBefore(j, h);
})(window, document, 'script', 'https://rc.example.com/livechat');
});
</script>
```
Replace the `https://rc.example.com/` with your Rocket.Chat \(sub-\)domain, and paste the code into your theme file `/app/design/frontend/Theme_provider/theme_name/Magento_Theme/templates/root.phtml` right before the closing `</html>` tag. Flush your PHP OpCode cache, and you are ready to go.
####
......@@ -108,3 +108,11 @@ Your newly created department is displayed in the list of departments, as shown
![](../../../.gitbook/assets/26%20%281%29.png)
You can have the following behavior depending on how many departments you have created:
* No departments: all Livechat agents will receive incoming chats using a round-robin rule;
* One department: all incoming chats will be offered to agents **only** on that department using a round-robin rule;
* More than one department: the visitor will have to choose what department he wants to talk to at registration.
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