LiveChat/Omnichannel - offline Mail not forwarded to Department E-Mail Address

Community Support
1

Description

We have several departments in Omnichannel/Live Chat, with different mail addresses to which messages should be sent when Live Chat is offline. Unfortunately, this does not work. The emails all go to the mail address that is set in Settings > Omnichannel > Live Chat.
Unfortunately, the mail address set in Omnichannel > Departments > Edit > Mail address is not considered at all and no offline messages are sent there.
What must be configured so that the email address stored for the respective LiveChat is used for offline messages by mail and not the global mail address?

Server Setup Information

  • Version of Rocket.Chat Server: 6.2.8
  • Operating System: Ubuntu 22.04
  • Number of Running Instances: 1
  • DB Replicaset Oplog:
  • NodeJS Version: 14.21.3
  • MongoDB Version: 5.0.18
2

Hi @chat.support have you checked the offline settings in Admin > Workspace > Settings > Omnichannel? Have you set another channel to fall back offline messages?

3

Hi,
yes, sure. I saved our central email there.
In the individual live chat departments, however, other e-mails are used, which is also urgently required to be separated for each department. And the e-mails still go to the centrally stored e-mail address and not to those stored for the respective departments.

No, we haven’t set up any forwarding to a channel and that’s not the goal either.