Chatwoot

Key Features of Chatwoot

• Captain – AI Agent for Support
  Automate common queries and reduce agent workload with AI-powered responses.

• Omnichannel Support Desk
  Centralize conversations from live chat, email, WhatsApp, Facebook, Twitter, Instagram, and more in one unified inbox.

• Self-Service Help Center
  Publish FAQs, guides, and help articles to empower customers and reduce support volume.

• Collaboration Tools
  Use private notes, @mentions, and labels to streamline internal communication and organize conversations.

• Productivity Boosters
  Canned responses, keyboard shortcuts, a command bar, and auto-assignment help agents work faster.

• Multi-lingual and Global Support
  Serve customers in multiple languages with built-in translation and localization options.

• Automation & Workflow Management
  Automate routing, set business hours, manage agent capacity, and use custom views to scale efficiently.

• Advanced Customer Data & Segmentation
  Store contact profiles, custom attributes, segments, and pre-chat data to personalize support.

• Powerful Integrations
  Connect with Slack, Shopify, Dialogflow, Google Translate, Linear, and more to streamline workflows.

• Actionable Reporting & Insights
  Get live conversation views, CSAT scores, and detailed reports on team and agent performance.

Chatwoot: The Open-Source Alternative for Customer Support

In today’s fast-moving digital landscape, delivering seamless customer support across multiple channels isn’t just a bonus, it’s expected. Customers reach out from websites, emails, and an ever-growing list of social platforms. Most companies turn to tools like Intercom, Zendesk, or Salesforce Service Cloud to manage this complexity. But these platforms come with a price: limited data ownership, costly subscriptions, and vendor lock-in.

Chatwoot is a modern, open-source, and self-hosted customer support platform designed from the ground up for transparency, control, and scale. It’s not just a ticketing system, it’s a complete communication hub that puts you in charge of every customer interaction.

Built for Flexibility, Powered by AI

One of Chatwoot’s standout features is Captain, an AI-powered support agent. Captain is designed to intelligently handle common customer queries, automate routine responses, and reduce the load on your support team. With it, teams can focus on nuanced, complex conversations, while Captain takes care of the rest. It’s a way to boost productivity without compromising on customer satisfaction.

One Inbox to Rule Them All

At the heart of Chatwoot is its omnichannel support desk. Whether your customers are messaging you via live chat on your website, email, or social platforms like WhatsApp, Twitter, or Instagram, everything lands in a single, unified inbox. No more switching between tabs or tools. Your agents can reply from one place, fast, organized, and efficient.

Empower Customers with a Self-Serve Portal

For customers who prefer to find answers themselves, Chatwoot includes a built-in Help Center Portal. It’s easy to publish FAQs, how-to guides, and documentation, giving users the power to resolve issues without contacting support. That means fewer repetitive questions for your team, and happier customers overall.

Collaboration That Keeps Teams Aligned

Internal collaboration is key to great support. Chatwoot allows teams to leave private notes, tag teammates using @mentions, and organize conversations using labels. Time-saving features like canned responses, keyboard shortcuts, and a command bar help agents work faster and more efficiently.

For larger teams, automated routing, custom views, and agent capacity management ensure conversations go to the right person at the right time. You can even set business hours and auto-responders to manage expectations during off hours.

Know Your Customers, Inside and Out

Support becomes more impactful when you know who you're helping. Chatwoot offers detailed contact profiles, segmentation tools, and the ability to create custom attributes. Campaigns and pre-chat forms help you gather and act on customer data proactively.

Seamless Integrations for Better Workflows

From Slack to Shopify, Chatwoot fits into your existing tool stack. Need to automate with Dialogflow? Done. Want to manage conversations from Slack or create Linear tickets from within the dashboard? No problem. Built-in translation with Google Translate makes it easier to support global audiences in real-time.

Insight-Driven Support

To continuously improve your support operations, Chatwoot provides rich reporting tools. Track performance by agent, team, or inbox. Monitor customer satisfaction with CSAT reports and dig into real-time conversations through the live view feature. You can even export reports for deeper offline analysis.

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If you’ve been looking for a powerful yet transparent customer support platform, Chatwoot offers everything you need, without locking you into a proprietary ecosystem. It's built for teams who want full control, open-source flexibility, and a modern toolset to scale support across every channel.