Captain & CSAT updates

Muhsin K

Muhsin K

Published on

2 minute read

A focused release this week, with a handful of thoughtful updates that continue to make things better. We’ve made CSAT setup cleaner and added small improvements to Captain that make it easier to use and a bit more aware of what’s going on.

Here’s everything that’s new this week:

🌟 Better CSAT for Smarter Feedback

We’ve made the CSAT settings easier to manage and more transparent. The entire configuration now lives in a dedicated tab under Inbox Settings. You can control how the score is shown and customize the message to better fit your support voice.

You can also now trigger CSAT surveys based on labels. This was a long-requested feature. It lets you avoid sending surveys for conversations marked as spam, or internal chats, so the metrics stay clean.

CSAT configuration for an Inbox

We’ve also made smaller improvements:

  • The CSAT survey URL is now hidden from agents.
  • In channels like WhatsApp, Instagram, and Facebook, surveys are only sent if the conversation is still within the 24-hour messaging window.

✨ Captain Just Got Smarter

Captain keeps getting upgrades each week. We would like to make Captain assistant and the copilot more like someone on your team who gets the context and can help out meaningfully. This week’s updates continue in that direction. 

Access to private notes: Copilot can now read private notes left by your team. This gives it much better context about what’s been discussed behind the scenes, things like internal decisions, pending follow-ups, or customer history that isn’t visible to the end user. With this added context, Copilot can generate more accurate and useful replies without asking your team to repeat what’s already known.

Access to custom attributes: Captain now has access to custom attributes from conversations, things like customer type, subscription plan, or any internal tags you’ve set. This lets it adjust its responses based on the context. For example, if a conversation is tagged as "VIP" or the customer is on a free plan, Captain can take that into account while answering, making its replies feel more relevant and aligned with your internal logic.

Improvements in FAQs: We’ve made some UI improvements to make managing FAQs a bit smoother. You can now select all FAQs at once, making it easier to perform bulk actions like updates or deletions. This small change should make everyday tasks less frustrating.

🎥 Circular video messages in telegram

Chatwoot now supports circular video messages from Telegram. These are short, rounded videos often used for quick replies or casual updates. Agents can view and respond to these messages just like any other media type, making the experience feel more native and fluid for Telegram users.

Other improvements

We made a few more smaller changes across the product:

  • You can now specify the region for your Dialogflow integration.
  • The public Help Center now supports RTL languages like Arabic and Hebrew.
  • We’ve added support for input_select message types in both Line and Messenger channels.
  • Filter and folder views now show the total conversation count at the top, giving you a quick summary at a glance.
  • For teams using Linear, we now show activity messages when someone links or creates issues, so everyone stays in the loop.