Chatwoot

Chatwoot centralizes customer conversations into one inbox no matter where they arrive, covering website live chat, email, Facebook, Instagram, Twitter, WhatsApp, Telegram, Line and SMS. Support teams stop switching between a dozen consoles, and because the platform is self-hosted, the customer data stays under the company's own control.

Captain, the built-in AI agent, automates responses and handles common queries so routine questions resolve without an agent reading them, leaving the team on conversations that need judgment. A help center portal publishes articles, FAQs and guides, which trims the repetitive questions that reach the inbox in the first place.

The daily work of a support team is covered by a wide feature set.

• Collaboration: private notes, mentions, labels, canned responses, keyboard shortcuts and a command bar.
• Routing: auto-assignment by agent availability, teams, business hours, auto-responders and capacity management.
• Customer data: contact profiles with interaction history, segments, custom attributes, pre-chat forms and outbound campaigns.
• Integrations: Slack, Dialogflow, Shopify, Linear, Google Translate and dashboard apps embedded in the interface.
• Reporting: a live view of ongoing conversations plus conversation, agent, inbox, label, team and CSAT reports, downloadable for offline analysis.

Deployment includes a one-click Heroku button and a DigitalOcean Kubernetes app, with further options in the documentation, though environment variables need setting carefully or features break. Development follows a git flow model on the develop branch, so anyone wanting stability should track master or a tagged release.