[{"data":1,"prerenderedAt":38},["Reactive",2],{"blogPosts-track-topics-across-your-conversations-and-act-on-them-automatically":3,"featurePages":37},{"slug":4,"id":5,"uuid":6,"title":7,"html":8,"comment_id":5,"feature_image":9,"featured":10,"visibility":11,"created_at":12,"updated_at":13,"published_at":13,"custom_excerpt":14,"codeinjection_head":14,"codeinjection_foot":14,"custom_template":14,"canonical_url":14,"tags":15,"authors":22,"primary_author":29,"primary_tag":30,"url":31,"excerpt":32,"reading_time":33,"access":34,"comments":10,"og_image":14,"og_title":14,"og_description":14,"twitter_image":14,"twitter_title":14,"twitter_description":14,"meta_title":35,"meta_description":36,"email_subject":14,"frontmatter":14,"feature_image_alt":14,"feature_image_caption":14},"track-topics-across-your-conversations-and-act-on-them-automatically","6abd970e335c26ad5a029447","f7c06fea-3d6a-42a5-9063-a0dcda001136","Track topics across your conversations and act on them automatically","\u003Cp>Reports tell you how many conversations you handled. They don’t tell you how many were about refunds, how many customers said they’re about to cancel, or whether delivery complaints went up this week. Monitors are for those questions, and they can now act on what they find.\u003C/p>\u003Ch2 id=\"describe-a-topic-see-how-often-it-comes-up\">Describe a topic, see how often it comes up\u003C/h2>\u003Cp>Go to \u003Cstrong>Reports → Monitors\u003C/strong> and describe what you want to track in your own words. Each monitor shows how many matching conversations were created in the last seven days.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2026/10/monitors-list.png\" class=\"kg-image\" alt=\"The Monitors page listing three running monitors: Cancellation intent, Missing order updates, and Refund requests, each with a count for the last 7 days.\" loading=\"lazy\" width=\"2000\" height=\"771\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2026/10/monitors-list.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2026/10/monitors-list.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2026/10/monitors-list.png 1600w, https://www-internal-blog.chatwoot.com/content/images/2026/10/monitors-list.png 2240w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>Open a monitor to see matching conversations over time, grouped by hour, six hours, or day. Each conversation counts once, on the day it was created.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2026/10/monitor-chart.png\" class=\"kg-image\" alt=\"The Missing order updates monitor showing 7 matching conversations over the last 7 days as a bar chart grouped by day.\" loading=\"lazy\" width=\"2000\" height=\"1171\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2026/10/monitor-chart.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2026/10/monitor-chart.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2026/10/monitor-chart.png 1600w, https://www-internal-blog.chatwoot.com/content/images/2026/10/monitor-chart.png 2240w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>Click any bar to see the conversations behind it and jump straight into them.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2026/10/monitor-drilldown.png\" class=\"kg-image\" alt=\"The drill-down drawer for Sep 30 listing three conversations that matched Missing order updates.\" loading=\"lazy\" width=\"1202\" height=\"920\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2026/10/monitor-drilldown.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2026/10/monitor-drilldown.png 1000w, https://www-internal-blog.chatwoot.com/content/images/2026/10/monitor-drilldown.png 1202w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>Once created, a monitor checks conversations from the last seven days, then keeps checking as new customer messages arrive. It uses customer messages, public replies, and any customer attributes you've set up. Private notes are left out.\u003C/p>\u003Ch2 id=\"start-from-a-template\">Start from a template\u003C/h2>\u003Cp>The \u003Cstrong>Templates\u003C/strong> tab has ten starting points, each written with clear \"include\" and \"exclude\" rules: login problems, missing order updates, competitor mentions, feature requests, refund requests, cancellation intent, payment failures, product errors, issues still unresolved, and escalation requests.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2026/10/monitor-templates.png\" class=\"kg-image\" alt=\"The Templates tab showing ten monitor templates, each with an icon, the team it is meant for, and a one-line summary.\" loading=\"lazy\" width=\"2000\" height=\"1429\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2026/10/monitor-templates.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2026/10/monitor-templates.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2026/10/monitor-templates.png 1600w, https://www-internal-blog.chatwoot.com/content/images/2026/10/monitor-templates.png 2240w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>Picking a template fills in the form, and you can edit anything before creating. \u003Cstrong>Preview matches\u003C/strong> runs your description against your five most recent conversations, so you can quickly check it reads the way you mean it.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2026/10/create-monitor-from-template.png\" class=\"kg-image\" alt=\"The Create monitor dialog prefilled from the Feature requests template, with a Preview matches button.\" loading=\"lazy\" width=\"1184\" height=\"1366\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2026/10/create-monitor-from-template.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2026/10/create-monitor-from-template.png 1000w, https://www-internal-blog.chatwoot.com/content/images/2026/10/create-monitor-from-template.png 1184w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Ch2 id=\"act-on-matches-with-automations\">Act on matches with automations\u003C/h2>\u003Cp>A monitor can now start an automation. When a new message makes a conversation match, the rule runs shortly after. For example, you can send every refund request to your billing team, label conversations where a customer says they'll cancel, or notify another tool through a webhook.\u003C/p>\u003Cp>Open a monitor and click \u003Cstrong>Create automation\u003C/strong> under its chart. The rule opens with the \u003Cstrong>Monitor Matched\u003C/strong> event and your monitor already selected. Choose actions the same way you do for any other automation, and add conditions if you only want it to run for certain inboxes, teams, or customers.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2026/10/monitor-automation-rule.png\" class=\"kg-image\" alt=\"An automation rule using the Monitor Matched event for the Refund requests monitor, with actions to assign the billing team and add the refunds label.\" loading=\"lazy\" width=\"1536\" height=\"1044\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2026/10/monitor-automation-rule.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2026/10/monitor-automation-rule.png 1000w, https://www-internal-blog.chatwoot.com/content/images/2026/10/monitor-automation-rule.png 1536w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>Each monitor lists the automations linked to it, so you can see at a glance what happens when it matches.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2026/10/monitor-report-with-automation.png\" class=\"kg-image\" alt=\"The Refund requests monitor report, with a Send refund requests to billing automation listed as active under the chart.\" loading=\"lazy\" width=\"2000\" height=\"1471\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2026/10/monitor-report-with-automation.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2026/10/monitor-report-with-automation.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2026/10/monitor-report-with-automation.png 1600w, https://www-internal-blog.chatwoot.com/content/images/2026/10/monitor-report-with-automation.png 2240w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>Here's that rule at work. A customer writes in about a duplicate charge. The monitor matches it, and the conversation is assigned to billing and labelled refunds before anyone opens it.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2026/10/monitor-automation-result.png\" class=\"kg-image\" alt=\"A new conversation about a duplicate charge. The timeline shows it was assigned to billing and labelled refunds by the automation.\" loading=\"lazy\" width=\"1820\" height=\"740\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2026/10/monitor-automation-result.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2026/10/monitor-automation-result.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2026/10/monitor-automation-result.png 1600w, https://www-internal-blog.chatwoot.com/content/images/2026/10/monitor-automation-result.png 1820w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>A few things to know:\u003C/p>\u003Cul>\u003Cli>A rule runs once per conversation, the first time that conversation matches. Matches found while checking older conversations, such as the first seven days or a paused period, don't run actions.\u003C/li>\u003Cli>Replies sent by other automations still count toward the monitor's chart, but they won't start a rule on their own.\u003C/li>\u003Cli>Pausing or deleting a monitor turns off its linked automations. When you resume the monitor, turn them back on yourself in \u003Cstrong>Settings → Automation\u003C/strong>.\u003C/li>\u003C/ul>\u003Cp>You can also create these rules from \u003Cstrong>Settings → Automation\u003C/strong> by choosing \u003Cstrong>Monitor Matched\u003C/strong> as the event.\u003C/p>\u003Ch2 id=\"keeping-monitors-useful\">Keeping monitors useful\u003C/h2>\u003Cul>\u003Cli>\u003Cstrong>Edit the description\u003C/strong> and the monitor clears its matches and rechecks the conversations it had already checked, so the chart always follows the current definition.\u003C/li>\u003Cli>\u003Cstrong>Pause and resume.\u003C/strong> When you resume, choose whether to check the paused period or start from now.\u003C/li>\u003Cli>\u003Cstrong>Duplicate\u003C/strong> a monitor to try a variation without losing the original.\u003C/li>\u003Cli>Give each monitor an \u003Cstrong>icon, color, or emoji\u003C/strong> so it's easy to spot in the list.\u003C/li>\u003C/ul>\u003Cp>Administrators create and manage monitors and their automations. Anyone with access to reports can view monitors.\u003C/p>\u003Ch2 id=\"availability\">Availability\u003C/h2>\u003Cp>Monitors are in early access. They don't cost extra and don't use your Captain credits.\u003C/p>\u003Cul>\u003Cli>Available on the Business and Enterprise Cloud plans, with up to 20 active monitors per account.\u003C/li>\u003Cli>On self-hosted Enterprise installations, add an OpenRouter API key in \u003Cstrong>Super Admin → Installation Configs\u003C/strong> and enable \u003Cstrong>Conversation Monitors\u003C/strong> for the account.\u003C/li>\u003C/ul>\u003Cp>If you try monitors, we'd like to hear what you ended up tracking. It will help us decide on the next set of templates.\u003C/p>","https://www-internal-blog.chatwoot.com/content/images/2026/10/featured-1.png",false,"public","2026-09-30T23:11:10.000+00:00","2026-10-09T05:19:32.000+00:00",null,[16],{"id":17,"name":18,"slug":18,"description":19,"feature_image":14,"visibility":11,"og_image":14,"og_title":14,"og_description":14,"twitter_image":14,"twitter_title":14,"twitter_description":14,"meta_title":14,"meta_description":14,"codeinjection_head":14,"codeinjection_foot":14,"canonical_url":14,"accent_color":20,"url":21},"6118da7b4b8f26503f72d52e","releases","We release a new and improved version of Chatwoot every mid-month. We make sure to tell you all about it and how you can use it to improve your Chatwoot experience, in our series of product updates.","#189aff","https://www-internal-blog.chatwoot.com/tag/releases/",[23],{"id":24,"name":25,"slug":26,"profile_image":27,"cover_image":14,"bio":14,"website":14,"location":14,"facebook":14,"twitter":14,"meta_title":14,"meta_description":14,"threads":14,"bluesky":14,"mastodon":14,"tiktok":14,"youtube":14,"instagram":14,"linkedin":14,"url":28},"6a6b5d1c9cc390fbfd82b47d","Aakash Bakhle","aakash","https://www-internal-blog.chatwoot.com/content/images/2026/09/IMG_5991-2.jpg","https://www-internal-blog.chatwoot.com/author/aakash/",{"id":24,"name":25,"slug":26,"profile_image":27,"cover_image":14,"bio":14,"website":14,"location":14,"facebook":14,"twitter":14,"meta_title":14,"meta_description":14,"threads":14,"bluesky":14,"mastodon":14,"tiktok":14,"youtube":14,"instagram":14,"linkedin":14,"url":28},{"id":17,"name":18,"slug":18,"description":19,"feature_image":14,"visibility":11,"og_image":14,"og_title":14,"og_description":14,"twitter_image":14,"twitter_title":14,"twitter_description":14,"meta_title":14,"meta_description":14,"codeinjection_head":14,"codeinjection_foot":14,"canonical_url":14,"accent_color":20,"url":21},"https://www-internal-blog.chatwoot.com/track-topics-across-your-conversations-and-act-on-them-automatically/","Reports tell you how many conversations you handled. They don’t tell you how many were about refunds, how many customers said they’re about to cancel, or whether delivery complaints went up this week. Monitors are for those questions, and they can now act on what they find.\n\n\nDescribe a topic, see how often it comes up\n\nGo to Reports → Monitors and describe what you want to track in your own words. Each monitor shows how many matching conversations were created in the last seven days.\n\nOpen a mo",4,true,"Conversation monitors and automations in Chatwoot","Track any topic across your conversations, see how often it comes up, and run automations when a new conversation matches. Now in Reports.",[],1791523380140]