# Rocket.Chat User Guide

Rocket.Chat is an open-source, self-hostable communications platform for team chat, customer engagement, and secure collaboration. This guide shows you how to get into a workspace and use every part of the product — messaging, channels, teams, threads, search, calls, file sharing, apps, and the omnichannel (Live Chat) agent experience.

> [!NOTE]
> Rocket.Chat is built in TypeScript on the Meteor framework with a React web client. It runs as a self-hosted server, in Rocket.Chat Cloud, or air-gapped. This guide focuses on **using** a workspace. For installing the server, scaling it, configuring authentication, and tuning settings, see the companion **Rocket.Chat Admin Guide**.

---

## Table of Contents

1. [What Rocket.Chat Is](#1-what-rocketchat-is)
2. [Quick Start](#2-quick-start)
3. [Getting Access: Web, Desktop, and Mobile](#3-getting-access-web-desktop-and-mobile)
4. [The Interface at a Glance](#4-the-interface-at-a-glance)
5. [Rooms: Channels, Private Groups, DMs, Discussions, and Teams](#5-rooms-channels-private-groups-dms-discussions-and-teams)
6. [Sending and Formatting Messages](#6-sending-and-formatting-messages)
7. [Message Actions](#7-message-actions)
8. [Threads](#8-threads)
9. [Mentions and Notifications](#9-mentions-and-notifications)
10. [Search](#10-search)
11. [Files, Media, and Emoji](#11-files-media-and-emoji)
12. [Slash Commands Reference](#12-slash-commands-reference)
13. [Voice and Video Calls](#13-voice-and-video-calls)
14. [Your Account and Preferences](#14-your-account-and-preferences)
15. [Security: 2FA and End-to-End Encryption](#15-security-2fa-and-end-to-end-encryption)
16. [Apps, Integrations, and Bots](#16-apps-integrations-and-bots)
17. [Federation](#17-federation)
18. [Omnichannel (Live Chat) for Agents](#18-omnichannel-live-chat-for-agents)
19. [Troubleshooting](#19-troubleshooting)
20. [FAQ](#20-faq)
21. [Reference Tables](#21-reference-tables)

---

## 1. What Rocket.Chat Is

Rocket.Chat is a **team communications platform** — a self-hosted alternative to closed SaaS chat tools. A single workspace gives you:

- **Real-time messaging** in public channels, private groups, and direct messages.
- **Teams** that group related channels under shared membership.
- **Threads** for focused side-conversations.
- **Voice and video** calls, including conferencing and screen sharing.
- **File sharing** with drag-and-drop uploads and inline media previews.
- **Search** across messages and rooms, including full-text and regex search.
- **Apps and integrations** from the Rocket.Chat Marketplace, plus incoming/outgoing webhooks and bots.
- **Omnichannel** customer engagement (Live Chat), letting agents handle external visitors inside the same client.
- **Federation**, so users on separate Rocket.Chat or Matrix servers can talk to each other.

> [!TIP]
> Everything you do happens inside a **workspace** — one Rocket.Chat server with its own users, channels, and settings. Your administrator controls which features (registration, encryption, calling, federation, apps) are turned on, so some capabilities in this guide may be disabled in your workspace.

Rocket.Chat ships as **Community Edition (CE)**, licensed MIT, plus **Enterprise Edition (EE)** features that unlock with a license key. Features such as advanced Omnichannel routing, attribute-based access control, and the microservices deployment are EE; the core chat experience is fully open source.

---

## 2. Quick Start

This is the fastest path from zero to chatting, assuming someone has given you a workspace URL (for example `https://chat.example.com`).

1. **Open the workspace** in your browser, or install the desktop/mobile app and enter the workspace URL.
2. **Register or sign in.** Depending on your workspace, you'll either create an account with email + password, register through a secret invite URL, or sign in with SSO (Google, GitHub, SAML, LDAP, etc.).
3. **Verify your email** if your workspace requires it (check your inbox for a verification link).
4. **Set your display name and avatar** — click your avatar (top-left) → **My Account** → **Profile**.
5. **Find a channel.** Click the **Search** icon at the top of the sidebar, type a channel name (try `general`), and open it.
6. **Send your first message.** Type in the composer at the bottom and press <kbd>Enter</kbd>.
7. **Set your status.** Click your avatar → choose **Online**, **Away**, **Busy**, or **Offline**.

> [!TIP]
> Press the **Search** shortcut (the magnifying glass in the sidebar header) to jump to any channel or person instantly — it's the quickest way to navigate.

You're now live. The rest of this guide covers everything in depth.

---

## 3. Getting Access: Web, Desktop, and Mobile

Rocket.Chat meets you wherever you work.

### Web app

The web app is the full client and requires no installation. Open your workspace URL in any modern browser (Chrome, Firefox, Edge, Safari). The web app supports the complete feature set described in this guide.

### Desktop app

The desktop app wraps the web client and adds native notifications, multi-server switching, and a system-tray presence indicator.

=== "macOS"

    Install from the [Mac App Store](https://apps.apple.com/us/app/rocket-chat/id1086818840?mt=12), then add your server URL on first launch.

=== "Windows"

    Install from the [Microsoft Store](https://apps.microsoft.com/detail/9nblggh52jv6), then add your server URL.

=== "Linux"

    Install via Snap:

    ```bash
    sudo snap install rocketchat-desktop
    ```

After launch, add a server by entering its workspace URL. You can connect to multiple servers and switch between them from the left rail.

### Mobile apps

Download the native mobile app for on-the-go messaging and push notifications:

- **iOS** — [Rocket.Chat on the App Store](https://itunes.apple.com/us/app/rocket-chat/id1148741252)
- **Android** — [Rocket.Chat on Google Play](https://play.google.com/store/apps/details?id=chat.rocket.android)

On first run, enter your workspace URL, then sign in. Push notifications are delivered through your workspace's configured gateway.

> [!NOTE]
> Mobile push notifications require the administrator to have push enabled. If you don't receive push notifications, ask your admin whether the **Push** gateway is configured for your workspace.

---

## 4. The Interface at a Glance

The web and desktop clients share the same layout:

| Region | What it holds |
|--------|---------------|
| **Sidebar (left)** | Your rooms, grouped by type (Favorites, Teams, Discussions, Channels, Direct Messages, and Omnichannel sections). Search and "create new" live in the header. |
| **Message area (center)** | The current room's messages, with the composer at the bottom. |
| **Contextual bar (right)** | Slides in for room details, members, files, threads, pinned/starred messages, notification preferences, and more. |
| **Top bar** | The current room's name, topic, and action toolbar (search-in-room, calls, kebab menu). |
| **Admin/User menu** | Your avatar (top-left) opens status, account, and — for admins — the administration area. |

The **sidebar grouping and sort order** are configurable in your preferences (see [Your Account and Preferences](#14-your-account-and-preferences)). By default rooms are grouped by type and sorted by recent activity.

> [!TIP]
> The contextual bar is your friend. Almost every "show me more about this room" action — members, files, pinned messages, threads, settings — opens there rather than navigating away from the conversation.

---

## 5. Rooms: Channels, Private Groups, DMs, Discussions, and Teams

Every conversation in Rocket.Chat lives in a **room**. There are several room types, each with different visibility and membership rules.

### Room types

| Type | Icon meaning | Visibility | Use it for |
|------|--------------|-----------|------------|
| **Public Channel** | `#` | Anyone in the workspace can find and join | Open, discoverable team or topic discussion |
| **Private Group** | lock | Invite-only; not discoverable | Confidential or restricted discussion |
| **Direct Message (DM)** | avatar | 1:1 (or small group) private conversation | Talking directly to one or a few people |
| **Discussion** | branch | A sub-room spun off a parent room | Splitting a focused topic out of a busy channel |
| **Team** | team icon | A channel that owns a set of member-shared channels | Organizing a group of people across many channels |
| **Omnichannel** | headset | A conversation with an external visitor | Customer support / Live Chat (agents only) |

### Creating a room

Click the **pencil / "Create new"** icon in the sidebar header and choose:

- **Channel** — give it a name, choose **Private** or **Public**, optionally add members and set it **Encrypted**, **Read Only**, or **Broadcast**.
- **Direct Message** — pick one or more people.
- **Discussion** — choose a parent channel, name the discussion, and optionally seed it with a first message.
- **Team** — name it and add members; the team gets a "main" channel and can own additional channels.

> [!NOTE]
> Whether you can create channels, teams, or discussions depends on permissions your admin assigns to your role. By default the `user` role can create public channels (`create-c`), private groups (`create-p`), direct messages (`create-d`), teams (`create-team`), and discussions (`start-discussion`).

### Channels in depth

A **channel** is the standard group room. Channel options (from the kebab menu / room admin):

- **Topic / Announcement / Description** — short context shown in the header and info panel.
- **Read Only** — only owners/moderators (and roles with `post-readonly`) can post; everyone else reads.
- **Broadcast** — like read-only, but replies are routed back to the broadcaster privately.
- **Encrypted** — turns on end-to-end encryption for the room (see [Security](#15-security-2fa-and-end-to-end-encryption)).
- **Join Code** — a password required to join a public channel.
- **Archive** — freeze a channel (no new messages) while preserving history.

### Teams

A **Team** groups people and channels. Members of a team share visibility into the team's channels, and you can move existing channels into a team or create new channels owned by it. Teams are ideal when a group of people collaborate across many related rooms — instead of inviting everyone to each channel, you manage membership once at the team level.

Team actions include creating team channels (`create-team-channel`), adding/removing members, converting a channel to a team, and converting a team back to a channel — subject to your role's permissions.

### Discussions

A **Discussion** is a child room created from a parent channel to keep a side-topic from cluttering the main conversation. It has its own membership and message history but stays linked to its parent so people can find it. Start one from the **+** / plus menu in the composer or the room kebab menu → **Discussions**.

### Favorites

Star a room (the star icon in the room header) to pin it to the **Favorites** section at the top of your sidebar. Favorites are personal — only you see them.

---

## 6. Sending and Formatting Messages

Type in the **composer** at the bottom of a room and press <kbd>Enter</kbd> to send. The send behavior is configurable (see preferences): by default <kbd>Enter</kbd> sends and <kbd>Shift</kbd>+<kbd>Enter</kbd> inserts a newline.

### Markdown formatting

Rocket.Chat renders a rich subset of Markdown:

| You type | You get |
|----------|---------|
| `*bold*` or `**bold**` | **bold** |
| `_italic_` | *italic* |
| `~strike~` | ~~strikethrough~~ |
| `` `inline code` `` | `inline code` |
| ```` ```code block``` ```` | multi-line code block |
| `> quote` | block quote |
| `[label](https://url)` | a link |
| `- item` | bullet list |

Additional rich rendering supported by the message parser:

- **Emoji** via `:shortcode:` (e.g. `:smile:`) and ASCII emoji auto-conversion (e.g. `:-)`), both toggleable in your preferences.
- **Mentions** with `@username`, plus `@all` and `@here` (see [Mentions](#9-mentions-and-notifications)).
- **Channel links** with `#channel-name`.
- **Math** rendering via KaTeX (if enabled by your admin): inline and block TeX math.
- **Link previews** (oEmbed) and **embedded media** for supported URLs (videos, images), which you can collapse.

> [!TIP]
> Press the **up arrow** in an empty composer to edit your last message — a fast way to fix a typo without reaching for the mouse.

### The composer toolbar

The composer offers quick actions: emoji picker, file upload, audio/video message recording, and the **+** actions menu (create discussion, share location, and app-provided actions). Available actions depend on which features and apps your admin has enabled.

---

## 7. Message Actions

Hover over any message (or long-press on mobile) to reveal the message action toolbar. Available actions depend on your role and the room:

| Action | What it does | Typical roles |
|--------|--------------|---------------|
| **Reply in Thread** | Start or continue a thread off this message | everyone |
| **Quote** | Quote the message in your reply | everyone |
| **React** | Add an emoji reaction | everyone |
| **Star** | Bookmark privately (only you see your stars) | everyone |
| **Pin** | Pin to the room for everyone | `pin-message` (owner, moderator, admin) |
| **Edit** | Change your message text | `edit-message` / `edit-own-message` |
| **Delete** | Remove the message | `delete-message` / `delete-own-message` |
| **Copy / Permalink** | Copy text or a direct link to the message | everyone |
| **Forward** | Send the message to another room | everyone |
| **Mark Unread** | Mark the conversation unread from here down | everyone |

> [!NOTE]
> Whether you can **edit** or **delete** your own messages, and for how long after posting, is governed by admin settings and permissions. Some workspaces keep an edit history and show an "edited" indicator; others may disable editing entirely.

### Starred and Pinned messages

- **Starred** messages are personal bookmarks. Open the room kebab menu → **Starred Messages** to review them.
- **Pinned** messages are visible to everyone in the room. Open the kebab menu → **Pinned Messages**. Pinning requires the `pin-message` permission.

---

## 8. Threads

**Threads** keep focused replies attached to a specific message instead of scrolling the main timeline.

- **Start a thread:** hover a message → **Reply in Thread**, then type your reply. The original message becomes the thread's root.
- **Open the threads list:** click the **Threads** icon in the room header to see all active threads.
- **Also send to channel:** when replying in a thread, you can optionally mirror the reply into the main channel. Your default for this is configurable (`Selected first reply, unselected following replies`, `Selected by default`, or `Unselected by default`).
- **Unread threads:** a room stays unread while it has unread thread replies, even if the main timeline is read.

> [!TIP]
> If you prefer to see thread replies inline with the main conversation, enable **Always show thread replies in main channel** in your account preferences.

---

## 9. Mentions and Notifications

### Mentions

- `@username` notifies a specific person.
- `@here` notifies everyone currently **online** in the room.
- `@all` notifies **every** member of the room.

Using `@all` and `@here` requires the `mention-all` / `mention-here` permissions (granted by default to admins, owners, moderators, and regular users). Admins can cap how many users `@all`/`@here` may notify to prevent noise in large rooms.

### Notification channels

Rocket.Chat can notify you four ways:

| Channel | Triggers | Notes |
|---------|----------|-------|
| **In-app (tray/badge)** | Unread messages and mentions | Sidebar badges and an optional unread tray alert |
| **Desktop** | New messages / mentions | Browser or desktop-app notifications; can require interaction |
| **Mobile push** | New messages / mentions | Requires a configured push gateway |
| **Email** | Missed messages when you're offline | Sent for mentions (or disabled), per your preference |

### Per-room notification preferences

Open a room's kebab menu → **Notification Preferences** to override defaults for that room: turn desktop/mobile/email alerts on or off, choose **All messages / Mentions / Nothing**, pick alert sounds, and mute the room entirely.

### Default notification behavior

Your workspace ships sensible defaults (configurable by your admin and overridable per-user in preferences):

- **Desktop:** all messages
- **Push (mobile):** all messages
- **Email notification mode:** mentions only
- **Auto-away** after an idle period (default 5 minutes)

> [!TIP]
> Use **Mute Focused Conversations** (on by default) so you don't get a notification sound for the room you're actively looking at.

---

## 10. Search

Rocket.Chat offers two kinds of search:

### Spotlight / global search

Click the **Search** icon in the sidebar header to jump to any **room or person** by name. This is navigation, not message search — start typing and select a result to open it.

### Message search (within a room)

Click the **search-in-room** (magnifier) icon in the room header to search **messages** in the current room. Depending on your workspace's search provider, you can use:

- **Full-text search** across message content.
- **Regex search** for pattern matching (if enabled by your admin).

> [!NOTE]
> Message search capabilities depend on the search provider your administrator configured. The default provider indexes message text; some advanced providers add cross-room search and ranking.

---

## 11. Files, Media, and Emoji

### Uploading files

- **Drag and drop** a file onto a room, or click the **upload** icon in the composer.
- Add an optional description and confirm in the upload dialog.
- Images, audio, and video render inline with previews; other file types show as download cards.

The maximum file size and allowed file types are set by your admin. Uploaded files are stored in the workspace's configured backend (GridFS, filesystem, Amazon S3, Google Cloud Storage, or WebDAV) — transparent to you as a user.

### Room files

Open the room kebab menu → **Files** to browse everything shared in that room, filter by type, and download.

### Audio and video messages

The composer can record short **audio** and **video** messages directly, if your admin has enabled them. Click the microphone/camera icons in the composer toolbar, record, and send.

### Emoji and reactions

- **Emoji picker:** click the emoji icon in the composer, or type `:` followed by a shortcode.
- **Custom emoji:** your workspace may include custom emoji uploaded by admins.
- **Reactions:** hover a message → **React** to add an emoji reaction. Reactions are a lightweight way to acknowledge without posting.

---

## 12. Slash Commands Reference

Type `/` at the start of the composer to run a **slash command**. The following commands ship with Rocket.Chat (your workspace may add more via apps):

| Command | Purpose |
|---------|---------|
| `/help` | Show available keyboard shortcuts / help |
| `/create` | Create a new channel |
| `/join` | Join a channel |
| `/leave` (alias `/part`) | Leave the current channel |
| `/open` | Open a direct message or channel |
| `/invite` | Invite a user to the current channel |
| `/invite-all-to` / `/invite-all-from` | Bulk-invite all users from one channel to another |
| `/kick` | Remove a user from the current channel |
| `/mute` | Mute a user in the current channel |
| `/unmute` | Unmute a previously muted user |
| `/ban` (and `/unban`) | Ban or unban a user from the channel |
| `/archive` | Archive the current channel |
| `/unarchive` | Unarchive a channel |
| `/hide` | Hide the current room from your sidebar |
| `/topic` | Set the channel topic |
| `/me` | Post an action-style message ("/me waves") |
| `/msg` | Send a direct message to a user |
| `/status` | Set your status message |
| `/asciiarts` (e.g. `/tableflip`, `/shrug`, `/lenny`) | Insert ASCII art |

> [!NOTE]
> Slash commands respect permissions. For example, `/kick`, `/ban`, and `/mute` require moderation permissions in the room; `/archive` requires `archive-room`. If a command does nothing, you may lack the permission for it.

> [!TIP]
> Start typing `/` and Rocket.Chat autocompletes available commands with their descriptions — you don't have to memorize this table.

---

## 13. Voice and Video Calls

Rocket.Chat supports real-time calling. Exactly which options you see depends on what your admin enabled.

### Video conferencing

Start a conference from a room's header call button or the **+** menu. Rocket.Chat integrates with video providers (such as Jitsi or the Rocket.Chat conferencing app); participants join from the room, and conferences support screen sharing. You can **ring** other users to invite them into a call (`videoconf-ring-users` permission). Mobile users can receive ringing if **VideoConf Mobile Ringing** is enabled.

### Voice calls

Workspaces with voice calling enabled allow **internal** voice calls between users (`allow-internal-voice-calls`) and, where configured, **external** calls (`allow-external-voice-calls`). A call widget shows call state, and you can adjust your **ringer volume** in preferences.

> [!NOTE]
> Voice/video features rely on WebRTC and a signaling service that your admin configures. If call buttons are missing, calling is not enabled in your workspace.

---

## 14. Your Account and Preferences

Open your **avatar (top-left) → My Account** to manage your identity and tune the client.

### Profile

- **Name, username, and avatar** — change these if your admin allows (`Accounts_AllowRealNameChange`, `Accounts_AllowUsernameChange`, `Accounts_AllowUserAvatarChange`). Avatars can be uploaded, set from a URL, or pulled from a provider.
- **Status message** and **status** (Online / Away / Busy / Offline). An **Invisible** option may be available.
- **Email** and **password** — change them if permitted; password changes are subject to the workspace password policy.
- **Bio and nickname.**

### Preferences

The **Preferences** tab controls how the client behaves. Highlights:

| Preference | What it controls |
|------------|------------------|
| **Language** | UI language (30+ languages available) |
| **Theme appearance** | Match system / Light / Dark |
| **Sidebar view mode** | Extended / Medium / Condensed, group by type, show avatars |
| **Send on Enter** | Normal / Alternative / Only on desktop |
| **Notifications** | Desktop, push, and email modes; sounds and volumes |
| **Idle time limit / Auto-away** | When you're marked away |
| **Emojis** | Use emoji, convert ASCII emoji |
| **Media** | Auto-load images, collapse embedded media, save mobile bandwidth |
| **Thread behavior** | Show thread replies in main channel; also-send-to-channel default |
| **Highlight words** | Get notified when specific words appear |

### Personal Access Tokens

Under **My Account → Personal Access Tokens**, you can generate tokens to authenticate with the REST API as yourself (requires the `create-personal-access-tokens` permission). Treat these like passwords. See the Admin Guide for API usage.

### Accessibility

An **Accessibility** section lets you tune the experience (e.g. font and motion preferences) for comfortable use.

---

## 15. Security: 2FA and End-to-End Encryption

### Two-Factor Authentication (2FA)

If your workspace has 2FA enabled, secure your account under **My Account → Security → Two-Factor Authentication**:

- **TOTP** — scan the QR code with an authenticator app (Google Authenticator, Authy, etc.) and enter the 6-digit code. Save your backup codes.
- **Email 2FA** — receive a one-time code by email when you log in (if enabled).

After enabling, you'll be prompted for a second factor on sign-in and for sensitive actions.

> [!IMPORTANT]
> Store your TOTP backup codes somewhere safe. If you lose your authenticator and your codes, an administrator may need to reset 2FA on your account.

### End-to-End Encryption (E2EE)

When E2EE is enabled in your workspace, channels, private groups, and DMs can be **encrypted** so only participants can read the content — not even the server can.

1. On first use you'll be asked to set an **encryption password** that protects your private key.
2. Mark a room **Encrypted** (room admin / creation) — the lock indicator appears.
3. To read encrypted history on a new device, enter your encryption password to unlock your key.

> [!CAUTION]
> If you forget your E2EE encryption password and have no other logged-in session to re-key from, you may permanently lose access to encrypted message history. Keep it safe.

Encrypted rooms also support encrypting **file uploads** and **mentions**, depending on workspace settings.

---

## 16. Apps, Integrations, and Bots

### The Marketplace

Open **Apps** from the admin area (or your avatar menu, if you have `access-marketplace`) to browse the **Rocket.Chat Marketplace**. Apps extend the workspace with new slash commands, message actions, bots, and integrations with external services. Installing apps requires the `manage-apps` permission (usually admins).

### Webhooks and integrations

Rocket.Chat supports:

- **Incoming webhooks** — external systems post messages into a room via a URL.
- **Outgoing webhooks** — Rocket.Chat calls an external URL when messages match a trigger (e.g. a keyword or a command).
- **Slack-compatible** webhook payloads, easing migration from Slack.

You can manage your own integrations if granted `manage-own-incoming-integrations` / `manage-own-outgoing-integrations`.

### Bots

Bots are automated users. Rocket.Chat works with **Hubot** (via the Rocket.Chat adapter) and bots built on the Apps-Engine. Bots can post messages, respond to commands, and react — and have their own permission set (`bot`, `app` roles).

### Slack Bridge

If your admin configured the **Slack Bridge**, messages, edits, and reactions sync bi-directionally between a Slack workspace and yours — useful during a migration or for connecting two communities.

---

## 17. Federation

**Federation** lets you talk to users who live on a different server.

- **Matrix federation** connects your workspace to the broader Matrix network. A federated user is addressed like `@user:their-server.org`. You can add them to rooms and DM them as if they were local (subject to `access-federation`).
- **Rocket.Chat-to-Rocket.Chat federation** connects two Rocket.Chat workspaces.

When federation is enabled, search and invites accept remote handles. Federated users carry a `federated-external` role with a tailored permission set.

> [!NOTE]
> Federation must be enabled and configured by your administrator. If you can't find a remote user, federation may be off, or that server may not be reachable from yours.

---

## 18. Omnichannel (Live Chat) for Agents

**Omnichannel** turns Rocket.Chat into a customer-engagement console. External visitors start conversations from a website **Live Chat** widget (or SMS, email, and other channels), and **agents** handle them inside the normal Rocket.Chat client. This section is for users with an agent or manager role.

### Roles

| Role | Can do |
|------|--------|
| **livechat-agent** | Take and respond to incoming chats, view the queue, close their own chats, manage contacts |
| **livechat-monitor** | Oversee chats, view real-time monitoring and analytics, manage departments |
| **livechat-manager** | Full Omnichannel administration: agents, departments, triggers, business hours, webhooks |

### Handling a conversation

1. **Incoming chats** appear in your sidebar's Omnichannel section and the **queue**.
2. **Take** a chat (or it's routed to you automatically, depending on the routing method).
3. **Respond** as you would in any room. Use **canned responses** for common replies.
4. **Transfer** to another agent or department if needed (`transfer-livechat-guest`).
5. **Put on hold** if you're waiting on the customer (`on-hold-livechat-room`).
6. **Close** the chat with a closing comment; optionally send the visitor a **transcript** (`send-omnichannel-chat-transcript`, including PDF export).

### Contacts and history

Omnichannel maintains a **contact center** with visitor profiles and conversation history, so you can see a customer's past interactions and custom fields (`view-livechat-contact`, `view-livechat-contact-history`).

### Business hours and triggers

Managers configure **business hours** (when agents are available and how off-hours chats are handled) and **triggers** (automated proactive messages based on visitor behavior). Agents simply see the effects: chats route to on-duty agents, and triggered greetings fire automatically.

> [!TIP]
> Set yourself **available** for Omnichannel (a toggle in the Omnichannel section) when you start your shift, or chats won't route to you.

---

## 19. Troubleshooting

Common issues and exact fixes. Format: symptom → cause → solution.

### Error: `error-invalid-user` / can't sign in

**Cause:** Wrong credentials, an unverified email, or an account pending admin approval.

**Solution:** Confirm your username/email and password. If your workspace requires email verification, click the link in your verification email. If registration uses **manual approval**, wait for an admin to approve your account. Use **Forgot Password** to reset if password reset is enabled.

### "This room does not exist" / `error-room-does-not-exist`

**Cause:** The room was deleted or archived, or you followed a stale link.

**Solution:** Search for the room again. If it was archived, an admin/owner can unarchive it. If it was private and you were removed, you'll need a new invite.

### "Not allowed" / `error-not-allowed`

**Cause:** Your role lacks the permission for that action (e.g. deleting someone else's message, kicking a user, pinning).

**Solution:** Ask a room owner/moderator or workspace admin. Permissions are role-based (see [Reference Tables](#21-reference-tables)).

### `error-invalid-subscription` when marking read

**Cause:** You're not (or no longer) a member of the room you tried to mark read.

**Solution:** Rejoin or reopen the room from search.

### I'm not getting notifications

**Cause:** Notifications muted at the room or account level, "Mute Focused Conversations" hiding alerts for the active room, or push not configured.

**Solution:** Check **Notification Preferences** on the room and your account **Preferences → Notifications**. For mobile push, confirm with your admin that a push gateway is configured.

### Messages won't send / I see a connection warning

**Cause:** Lost connection to the server (DDP websocket dropped), or the server is restarting.

**Solution:** Wait for the **connection status** banner to clear; Rocket.Chat reconnects automatically and re-sends queued messages. If it persists, reload the page or check the workspace URL with your admin.

### I can't read an encrypted room

**Cause:** Your E2EE key isn't unlocked on this device.

**Solution:** Enter your **encryption password** when prompted to decrypt. If you've forgotten it, see the [E2EE warning](#15-security-2fa-and-end-to-end-encryption).

### A file won't upload

**Cause:** The file exceeds the workspace size limit, or its type is blocked.

**Solution:** Compress or convert the file, or ask your admin about the allowed size/type limits.

### `@all` / `@here` did nothing

**Cause:** You lack `mention-all` / `mention-here`, or the room exceeds the admin's broadcast cap.

**Solution:** Ask a moderator to broadcast, or notify people individually.

### Login keeps logging me out

**Cause:** Login expiration, "Forget user session on window close," or a limit on simultaneous sessions.

**Solution:** This is governed by admin account settings. If it's disruptive, ask your admin to review login-expiration settings.

---

## 20. FAQ

**Q: Is Rocket.Chat free?**
The core platform (Community Edition) is open source under the MIT license and free to self-host. Some advanced features require an Enterprise license; your workspace owner decides what's enabled.

**Q: How do I change my display name or avatar?**
**My Account → Profile.** If the fields are locked, your admin has disabled self-service changes for those fields.

**Q: What's the difference between a channel and a team?**
A channel is one room. A team groups people and owns multiple channels with shared membership — use a team when many people collaborate across several related channels.

**Q: What's the difference between a thread and a discussion?**
A **thread** is replies attached to one message inside the same room. A **discussion** is a whole separate room spun off a parent channel, with its own membership and history.

**Q: Who can see a private group?**
Only invited members. Private groups are not discoverable in search by non-members.

**Q: Can I message someone on another company's Rocket.Chat?**
Yes, if both workspaces have **federation** enabled. Address them by their federated handle (e.g. `@user:server.org`).

**Q: How do I star vs. pin a message?**
**Star** is a private bookmark only you see. **Pin** makes a message prominent for everyone in the room (requires permission).

**Q: Can I edit or delete a message after sending?**
Usually yes, within limits your admin sets. Hover the message → **Edit** / **Delete**. Some workspaces keep an edit history or restrict the time window.

**Q: How do I stop a noisy channel from notifying me?**
Open the room → **Notification Preferences** → set alerts to **Mentions** or **Nothing**, or **mute** the room. You can also `/hide` it from your sidebar.

**Q: How do I use the REST API as myself?**
Generate a **Personal Access Token** under **My Account**, then authenticate API requests with your `X-User-Id` and `X-Auth-Token`. See the Admin Guide's API section.

**Q: What languages does the interface support?**
More than 30. Change it under **Preferences → Language**.

**Q: Where are my files stored?**
In whatever backend your admin configured (GridFS, filesystem, S3, Google Cloud Storage, or WebDAV). As a user you just upload and download — the location is transparent.

**Q: How do I become available for customer (Omnichannel) chats?**
You need an agent role; then toggle yourself **available** in the Omnichannel section of the sidebar.

---

## 21. Reference Tables

### Built-in roles

| Role | Scope | Summary |
|------|-------|---------|
| `admin` | global | Full administrative control of the workspace |
| `moderator` | room | Moderates a room: edit/delete messages, mute/ban, pin |
| `owner` | room | Creator/owner of a room with elevated room rights |
| `user` | global | Standard authenticated member |
| `guest` | global | Limited member (restricted room visibility) |
| `bot` / `app` | global | Automated accounts (bots and installed apps) |
| `anonymous` | global | Unauthenticated read access (if enabled) |
| `federated-external` | global | A user from a federated/remote server |
| `livechat-agent` | omnichannel | Handles customer chats |
| `livechat-monitor` | omnichannel | Oversees chats, analytics, departments |
| `livechat-manager` | omnichannel | Full Omnichannel administration |

### Common permissions (selected)

| Permission | Default roles | Lets you |
|------------|---------------|----------|
| `create-c` / `create-p` / `create-d` | admin, user, app, bot | Create public / private / direct rooms |
| `create-team` | admin, user | Create a team |
| `start-discussion` | admin, user, guest, app | Start a discussion |
| `edit-message` | admin, owner, moderator | Edit messages in a room |
| `delete-message` | admin, owner, moderator | Delete others' messages |
| `pin-message` | owner, moderator, admin | Pin messages |
| `mute-user` / `ban-user` | admin, owner, moderator | Mute / ban a user in a room |
| `mention-all` / `mention-here` | admin, owner, moderator, user | Use `@all` / `@here` |
| `create-personal-access-tokens` | admin, user | Generate API tokens |
| `access-marketplace` | admin, user | Browse the Marketplace |
| `videoconf-ring-users` | admin, owner, moderator, user | Ring users into a call |
| `export-messages-as-pdf` | admin, user | Export messages to PDF |

> [!NOTE]
> Your administrator can change which roles hold which permissions, so the defaults above may differ in your workspace.

### Useful keyboard actions

| Action | How |
|--------|-----|
| Quick switch rooms/people | Search icon in sidebar header |
| Edit last message | **↑** in an empty composer |
| New line (without sending) | <kbd>Shift</kbd>+<kbd>Enter</kbd> (with default send-on-Enter) |
| Search within a room | Magnifier in room header |
| Open threads | Threads icon in room header |

---

_Generated June 2026 from RocketChat/Rocket.Chat at 121e19f. AI-generated documentation. The library is checked by sampling (three repositories so far); this guide was not individually reviewed. Verify against the project before relying on it. Unofficial; not affiliated with or reviewed by the project._