Label and priority suggestions from Captain

Captain can now suggest labels and a priority for the conversation you're working on. You stay in control: nothing is applied until you click it.

Suggested labels

Next to Conversation Labels in the conversation sidebar, you'll now see a small sparkle button. Click it and Captain reads the customer and agent messages, then suggests up to three labels from your account that fit. Private notes are not included.

Each suggestion shows as a chip. Click one to apply it, dismiss the ones you don't want, or use Accept all. Captain only suggests labels the conversation doesn't already have. If nothing fits, it says so and gets out of the way.

A conversation about a late delivery and a duplicate charge. Captain suggests Urgent priority and the billing, refunds, and shipping labels in the sidebar.

A tip: Captain reads each label's description, not just its name. If some of your labels have short or vague names, a one-line description will improve the suggestions.

Suggested priority

The same sparkle button sits next to Priority. Captain suggests urgent, high, medium, or low based on how soon the customer needs a reply. Urgent is kept for cases where the customer is blocked right now: an outage, failing payments, a security issue, or a deadline within hours. Click the suggestion to apply it.

Suggestions refresh when a new message arrives, so they always reflect the conversation as it is now.

Availability

Label and priority suggestions are in early access. They don't cost extra and don't use your Captain credits.

  • Available on all paid Chatwoot Cloud plans, including Startups.
  • On self-hosted installations, add an OpenRouter API key in Super Admin → Installation Configs and enable Captain Classifier for the account.

Give it a try on your next few conversations and let us know how the suggestions hold up.