Chatwoot blog

Notes on customer service, product updates, engineering deep-dives, and the small things that make support feel human.

51 posts, newest first.

Featured

Updating API and Webhook Access on Chatwoot Cloud

Chatwoot has always been built with developers in mind. From the early days, we wanted Chatwoot to be open, extensible, and easy to build on top of. That is why we made API access and webhook support available broadly across Chatwoot Cloud plans, including the Free plan. This helped many teams experiment with Chatwoot, connect it with their internal tools, automate workflows, and build custom customer support experiences without needing to upgrade first. We are proud of that. Being developer-

Pranav Raj S
2 min read

Introducing voice calls in Chatwoot

Voice has been one of the most requested features in Chatwoot from the early days. We always knew that voice had a place in Chatwoot. Support does not happen in one channel anymore. A customer might start on live chat, follow up on WhatsApp, reply over email, and in some cases, a quick call is still the fastest way to solve the problem. But we wanted to get the foundation right first. Over the last few years, we have focused on making Chatwoot a solid product for text-based customer conversat

Pranav Raj S
1 min read

Introducing Chatwoot Affiliates

Today, we’re launching the Chatwoot Affiliate Program — a simple way to reward the people who already believe in us.

Pranav Raj S
2 min read

Introducing Captain - our AI Agent

I’m excited to introduce something we’ve been building at Chatwoot: Captain, our new AI agent that helps you deliver faster, more efficient support while reducing your team’s workload.

Pranav Raj S
3 min read

50,000 Installations of Chatwoot

I’m excited to share that we have crossed 50,000 self-hosted production installations of Chatwoot. What is Chatwoot? Chatwoot is an open-source support tool built as an alternative to Intercom and Zendesk.

Pranav Raj S
7 min read

What if we could use Email Signatures across all channels?

Omnichannel message signatures are like a unified signature that you can use across different channels of customer communication, and not just in emails. Explore why they are important, and how to use them.

Hricha Shandily
3 min read

What is coming in Chatwoot V3?

Chatwoot V3.0 is on the horizon, slowly making its entrance. Our theme for this release is enhancing prioritization and boosting efficiency. In this article, we talk about the main changes we are introducing.

Hricha Shandily
5 min read

Ready-made canned responses: examples and best practices

Use ready-made canned responses to reply faster without sounding robotic. Includes examples, best practices, and a link to Chatwoot’s canned responses library.

Hricha Shandily
3 min read

Audit Logs: Enhancing transparency and security in Chatwoot

We recently rolled out something exciting to help keep things crystal clear – Audit Logs. Audit Logs work noiseless in the background by recording every activity happening within your Chatwoot account, which you can screen later.

Hricha Shandily
4 min read

Leveraging AI in Chatwoot: Compose, Optimize, Summarize

Introducing exciting AI features in Chatwoot! Welcome your conversation sidekick, which effortlessly helps you compose, optimize, & summarize. Spend more time building meaningful relationships with your customers and always providing top-notch customer service.

Hricha Shandily
4 min read

How Tegrus uses Dashboard Apps to triple its sales

The Dashboard Apps feature lets you embed your app into the Chatwoot dashboard. This way, it becomes readily available to use. But what if it could be used to bring in more sales? Tegrus cracked the code.

Hricha Shandily
6 min read

[Founders’ guide] Principles for writing UX copy

Writing content for a digital product means helping customers throughout their journey. This directly impacts retention, sales, and branding. We offer insights into how we are developing our principles and improving our product's copywriting game.

Hricha Shandily
2 min read

This caretaker has cracked customer satisfaction unlike many MBAs

Our team met in Coorg and was greeted with the finest customer service by Rakesh, our favorite caretaker ever. We cover everything he showed us about caring for customers and providing excellent customer satisfaction.

Hricha Shandily
2 min read

Chatwoot is now SOC 2 Type II compliant

SOC 2 is a widely recognized auditing standard developed by the AICPA. Our audit report ensures the security, processing, integrity, & confidentiality of user data. With Chatwoot, your data is in safe hands.

Sojan V Jose
3 min read

2022 in review: Improving customer communications every day

2022 has been fun to build Chatwoot and a community around it. We thank you for keeping us going throughout this and many more years to come. Let us do a quick replay––2022 in retrospect.

Pranav Raj S
10 min read

5 honest ways to write damn good customer service emails

Research has shown that 95% of customer service teams prefer emails to communicate with their customers. So, your team will need to know what the best ways to write a good email are.

Ishita Bagchi
11 min read

9 clever ways companies are using FAQ Pages to win customers

We went through a lot (about 50?) of websites with converting FAQ pages and found some common ground. There are some ways that can make your FAQ pages (or sections) way more helpful for your visitors and your revenue.

Ishita Bagchi
7 min read

🎧 The Customer Service Communication Playbook

Communication in customer service is the process of understanding customer pain points to deliver consistent brand messaging and support across all channels. How to do that? This article will help.

Ishita Bagchi
11 min read

The beginner’s guide to social media customer service

Through social media customer service, brands can keep customer satisfaction high, improve their retention rates, and potentially drive sales by engaging potential customers. Here is all you need to know to get started.

Ishita Bagchi
8 min read

Will customer service be replaced by robots?

AI-driven customer service is growing at a fast pace. At the same time, consumer acceptance of chatbots has lagged behind industry expectations. So, will customer service be replaced by robots?

Ishita Bagchi
8 min read

Mind the gap: The difference between customer service and customer support

Customer support and service look similar because both are aimed at helping customers. But, customer support is a subset of customer service focusing on specific things. By getting this distinction right, we can develop better strategies for creating positive customer experiences.

Ishita Bagchi
10 min read

What is omnichannel customer service, and how to leverage it?

Omnichannel isn't just about customers contacting you through multiple channels. It's about bringing all the resources together and enabling such interactions to happen seamlessly and consistently.

Ishita Bagchi
5 min read

How we improved Chatwoot File Upload

We were facing some issues with faulty file upload in Chatwoot. How did we take this issue, and how did we finally fix it? Here's a full account!

Tejaswini Chile
2 min read

Data protection, open-source, and millions worth of goodwill

Data security is not so easy to maintain for anyone, whether it is you or a vendor. While Cloud computing is very convenient, it can also put your customer data at risk. This is capable of costing you your goodwill. Can open-source help?

Hricha Shandily
2 min read

Pre chat form + Automations = 🚀

You can now get all the information you need about a contact before they even start a conversation with you. By using pre-chat forms along with automation, you'll save time and increase productivity. ✨

Hricha Shandily
9 min read

Complete guide: Create your Customer Experience strategy

Customer experience is what shall differentiate your brand from others. It's here to stay and is going to become an important factor in determining key business performance indicators like retention and sales. Here are all of the actions you should take to create an effective CX strategy in 2022.

Hricha Shandily
3 min read

Learnings from building a community around Chatwoot

Building a community around a product is hard. It takes a good amount of effort to create an active group of enthusiastic people about what you are building. Being open source simplifies the process. However, continuing the progress without burnout is a balance.

Pranav Raj S
2 min read

2.0 release, EE Edition, et al.

Announcing Chatwoot 2.0! This version brings improvements to the product stability, adds new features, and brings a complete design overhaul. This release also marks our first Enterprise edition offering.

Pranav Raj S
1 min read

Chatwoot - September Update

I'm excited to share the updates for the last month. We were trending on the Github trending list in September. 🔥 New Channels - Line & Telegram Now you can communicate with your customers from Line & Telegram on Chatwoot.

Pranav Raj S
1 min read

Hacktoberfest 2021 at Chatwoot

We are happy to announce that we are participating in Hacktoberfest 2021. For those who don't know about Hacktoberfest, it is an annual event conducted by DigitalOcean to promote open-source contributions and build awareness about open-source communities.

Pranav Raj S
1 min read

Chatwoot - August Update

We are starting a new series from this month, where we would share exciting things happening around Chatwoot. We will share the product updates, progress, community events, etc., through these...

Pranav Raj S
3 min read

Implementing Deep linking in React native mobile apps

Learnings from implementing Deep linking in Chatwoot mobile apps We live in a world where things are interlinked. We share links more frequently than ever before and want our customers to reach their desired pages...

Muhsin K
3 min read

Access localhost from the internet – External service callbacks made easy with LocalTunnel

Improve development experience with external service callbacks from Facebook, Twitter, Twilio etc., using LocalTunnel. Working with third-party integrations As a product developer, one of the biggest pain points that you come across might be related to working with…

Sony Mathew
3 min read

Woot Journals: 2020 - The year in review

A blog about the progress we made in 2020. 2020 was an overwhelming year for everyone globally due to a global pandemic, concerns over political unrest and racial injustice, climate change etc…

Pranav Raj S
2 min read

Woot Journals: How to decide pricing plans for an open-source product?

A blog about how Chatwoot pricing has evolved over time TLDR: Start selling services, identify the value you provide and decide pricing plans based on it. In this blog post, let me describe how we make our pricing...

Pranav Raj S
4 min read

Woot Journals: One year since open-sourcing Chatwoot

Looking into the one year of open-sourcing Chatwoot. Chatwoot is now one of the most popular open-source live chat software on Github. If you haven’t been following the story so far, here is the story…

Sojan V Jose
4 min read

It's a bot story

Building conversational bots into Chatwoot. It’s a bot story Since the initial development days of Chatwoot, we have constantly asked ourselves how the platform should handle chatbots. Right…

Sojan V Jose
4 min read

A new decade and the road ahead

Welcoming a new decade with some exciting news from Chatwoot. It’s 2020 and the decade has begun with the world around us in turmoil. With rising political uncertainties across the globe and a warming planet that…

Sojan V Jose
2 min read

Red pill or Blue pill? Answering an acquisition offer

Thoughts on the acquisition offer for Chatwoot from a prominent player in Helpdesk SaaS. For those not familiar with the analogy here, the red pill, together with it's opposite, the blue pill, is a popular cultural meme derived from a…

Sojan V Jose
2 min read

Building in the open

The story of a failed startup that turned into a trending open-source project. We released Chatwoot on Hackernews and remained in the top 15 for over a day. A dream start for our small team, right?

Sojan V Jose
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