Chatwoot
Modern, open-source, and self-hosted omnichannel customer support platform.
Executive Summary
Chatwoot is an open-source, omnichannel customer support platform designed to centralize customer conversations from various channels like live chat, email, social media, and messaging apps into a single shared inbox. It is primarily used by businesses, from startups to enterprises, seeking a customizable and scalable solution with full control over their customer data. The platform provides key business value through improved agent productivity, enhanced customer experience via AI-driven automation, and flexible deployment options, differentiating itself with its open-source nature and self-hosting capabilities.
Use Cases
- Consolidating customer communications from various channels into a single platform.
- Automating routine customer inquiries and providing instant support with AI agents.
- Improving agent efficiency and team collaboration through shared inboxes and internal tools.
- Providing self-service options to customers via a customizable knowledge base.
- Businesses requiring full data ownership and customization through self-hosting.
- Scaling customer support operations for growing businesses.
Features
Visibility
- Omnichannel Shared Inbox: Consolidates customer conversations from all connected channels into a single, unified view for agents.
- Real-time Conversation Monitoring: Provides a live view of ongoing conversations, allowing managers to monitor and intervene as needed.
- Comprehensive Reporting: Offers detailed reports on conversation volume, agent performance, inbox efficiency, and customer satisfaction (CSAT).
- Contact Management & Segmentation: Manage customer profiles, view interaction history, and segment contacts for targeted communication.
Intelligence
- Captain AI Agent: An AI assistant that automates responses, handles common queries, and suggests replies to agents based on knowledge base content.
- Rules-based Automation: Allows creation of 'if-this-then-that' rules to automate tasks like conversation assignment, labeling, and sending pre-written responses.
- Chatbot Integration (Dialogflow): Supports integration with Dialogflow for advanced chatbot automation and handling of complex customer queries.
- AI-powered Translation & Summarization: Assists agents by translating messages to overcome language barriers and summarizing conversations for quick context.
Support
- Help Center Portal: Enables businesses to publish self-service articles, FAQs, and guides, reducing repetitive queries and empowering customers.
- Canned Responses & Macros: Allows agents to use pre-saved replies for frequently asked questions and automate multiple actions with a single click.
- Team Collaboration Tools: Features like private notes, @mentions, and conversation assignment facilitate seamless internal communication and issue resolution.
- Agent Capacity Management: Tools to balance workload across the support team and ensure efficient handling of customer inquiries.
Technical Specifications
- Architecture
- Open-source, modern stack with Ruby on Rails backend, Vue.js frontend, and PostgreSQL database. Utilizes a microservices approach with web servers, workers, Redis, and object storage.
- Deployment
- Cloud/SaaS, On-premise, Hybrid, Private Cloud
- Authentication
- SSO, SAML 2.0, MFA
- API Available
- Yes
- MCP Server
- No
Infrastructure
- AWS
- Azure
- GCP
- DigitalOcean
- Heroku
AI/ML Stack
- NLP
- Machine Learning
Security & Compliance
Certifications: SOC 2 Type II, GDPR
Encryption: AES-256 at rest (via AWS KMS), TLS 1.3 in transit.
Pricing
- Model
- Per user/month (Cloud), Open-source (Self-hosted), Tiered subscription
- Starting Price
- Cloud: Free (Hacker plan), $19/agent/month (Startups), $39/agent/month (Business), $99/agent/month (Enterprise). Self-hosted: Free (Community Edition), $19/agent/month (Premium Support), $99/agent/month (Enterprise Edition).
- Target Customer
- SMB, Mid-market, Enterprise
- Contract Type
- Monthly, Annual available
- Free Trial
- Yes, 15 days (Cloud), Instant (Open-source demo) (credit card required)
Ratings & Reviews
G2: 4.5/5
About Chatwoot
Chatwoot is an open-source, self-hosted omnichannel customer support platform that centralizes customer conversations across various channels like live chat, email, and social media. It aims to help businesses deliver exceptional customer support experiences and offers features such as an AI agent (Captain), a help center, and various integrations.