"How to Connect Rocket.Chat to On-Chat"

Introduction

Rocket.Chat is an open-source team messaging platform used by organizations that need self-hosted or private cloud communication. By connecting Rocket.Chat to On-Chat, your business can route Rocket.Chat messages to a centralized inbox, giving your support team a unified view of all conversations regardless of origin.

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Prerequisites

• An active On-Chat account with admin access
• A Rocket.Chat server (self-hosted or cloud) with administrator access
• Rocket.Chat REST API credentials (User ID and Auth Token)
• Incoming webhook configured in Rocket.Chat

Step 1: Access On-Chat Inbox Settings

Log in to your On-Chat dashboard at app.on-chat.live. Navigate to Settings → Inboxes and click Add Inbox to begin setup.

Step 2: Select Rocket.Chat as Your Channel

From the channel list, click on Rocket.Chat. The configuration panel will open, asking for your Rocket.Chat server details and credentials.

Step 3: Get Rocket.Chat API Credentials

Log in to your Rocket.Chat server as an administrator. Navigate to Administration → My Account → Personal Access Tokens. Create a new token and copy both the User ID and Auth Token. You will also need your Rocket.Chat server URL.

Step 4: Configure the Rocket.Chat Inbox in On-Chat

Enter your Rocket.Chat server URL, User ID, and Auth Token into the respective fields in On-Chat. Set an inbox name such as "Rocket.Chat Support" and assign it to the appropriate team. Click Create Inbox to save.

Step 5: Set Up the Rocket.Chat Webhook

In Rocket.Chat, go to Administration → Integrations → Incoming WebHook. Create a new incoming webhook and configure it to post messages to the channel monitored by On-Chat. Add the On-Chat webhook URL as the outgoing endpoint in the integration settings.

Step 6: Test the Integration

Send a message in the configured Rocket.Chat channel or room. The message should appear in your On-Chat inbox. Reply from On-Chat and confirm the response is delivered back to Rocket.Chat.

Best Practices

• Designate a specific Rocket.Chat channel (e.g., #support) as the On-Chat integration endpoint
• Use On-Chat conversation assignments to route Rocket.Chat messages to specialized agents
• Apply canned responses in On-Chat for frequent Rocket.Chat support questions
• Monitor response time and volume using On-Chat analytics for the Rocket.Chat inbox