Chatwoot
chatwoot · Customer communication
GitHub stars
37,379Stats updated
What is Chatwoot?
Chatwoot turns conversations from customer-facing channels into a shared support workspace. Agents can route threads, collaborate through private notes, reuse responses, keep contact history, and publish help articles. Channel configuration and product edition determine which integrations and advanced service controls are available.
Chatwoot is an open-source, self-hosted customer support platform. It centralizes website chat, email, and social conversations in a shared inbox, with collaboration and automation tools for support teams.
Core capabilities
- Bring website chat, email, and supported messaging channels into shared inboxes
- Coordinate support using assignments, labels, private notes, and automation
- Maintain contact history, help-center articles, integrations, and reports
One inbox across customer channels
Website chat, email, WhatsApp, and other supported messaging channels feed shared inboxes. Assignments, labels, filters, and contact history help teams organize those conversations. Each external channel still needs its own connection and configuration; one inbox does not remove provider dependencies.
- omnichannel
- shared inbox
- routing
- contacts
Collaboration and service controls
Private notes and mentions keep internal discussion separate from customer replies. Canned responses, business hours, automatic assignment, and reports support day-to-day queue management. Captain AI and enterprise-specific controls should be evaluated against the relevant edition rather than assumed to be included in every self-hosted installation.
- private notes
- automation
- reports
- editions
Where it fits
Use cases
- 01
Run an omnichannel support queue
Connect several customer channels to shared inboxes, assign conversations manually or automatically, apply priorities and labels, and keep replies coordinated when a customer moves between messaging, email, or social channels.
- 02
Coordinate agents around a difficult case
Use private notes, mentions, team assignments, collision awareness, canned responses, and contact history so several support specialists can contribute without exposing internal coordination to the customer.
- 03
Reduce repetitive support work
Use canned responses, business hours, auto-responders, and configured automation to handle routine work while keeping complex conversations with the appropriate team.