What does a monitor track?

A monitor counts conversations that match a description you write. You see how that number changes over time, and you can read the actual conversations behind it.

Which plans include Monitors?

On Chatwoot Cloud, Monitors is included from the Business plan onwards. On self-hosted Chatwoot, it is available on paid plans. See the pricing page for details.

Does my team need to tag conversations?

No. Captain matches conversations to your description automatically. Your team doesn't need to add labels for a monitor to work.

How is this different from a keyword search?

Captain matches on meaning, not on words. You can count requests for a refund while excluding questions about the refund policy, even though both mention refunds.

Will I receive an alert when something spikes?

Not yet. Today Monitors is a report that updates automatically while it is open. Alerts to Slack and other actions on new matches are coming soon.

Will a new monitor show past conversations?

Yes. A new monitor includes matching conversations from the past few days, then adds new ones as they arrive.

What if a conversation is counted incorrectly?

If a result looks wrong, review a counted conversation and update the monitor description. The monitor will recheck conversations it has already evaluated, so earlier counts may change.

Captain Monitors

See what is trending in your customer conversations.

Describe any topic in your own words. Captain Monitors finds every conversation that matches, charts the trend, and gives you the list to act on.

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Watching for:

conversations today

7 am10 am1 pm4 pmNow

ReportsMonitors

What to look for

A customer is having trouble signing in to their account.

Today, by hour

HourShiftDay

2 pm: 23 conversations

12 am6 am12 pm6 pm11 pm

Conversations at 2 pm

23 in total

It says wrong password right after I reset it.2:04 pm
Signing in with Google just sends me back to the login page.2:11 pm
The verification code never arrives, I've tried three times.2:17 pm

Put a number behind the next decision.

See when an issue spikes, understand what customers mean, and act on the conversations behind the count.

Support

Spot a spike in login problems

Three conversations at 1 pm. Twenty-three at 2 pm. See the increase, then open the messages to understand what's happening. Compare counts by hour, shift, or day.

Today, by hour

12 am6 am12 pm6 pm11 pm

23 in the last hour, up from 3. Catch a problem as it happens.

Monitors update automatically while you watch. Alerts are coming soon.

Start tracking login issues

Finance

Count refund requests with clear rules

Tell Captain what qualifies as a refund request and what to exclude. It applies your instructions across inboxes and languages.

Refund requests

Example monitor

A customer asks to get back money they already paid.

Included

Example conversations

I was charged twice this month, please refund the second one.WhatsApp, 10:12 am Counted

Me cobraron el plan anual por error, quiero un reembolso.Website chat, 10:31 am Counted

Where can I read your refund policy before I upgrade?Email, 10:40 am Not counted

Product

Show product how often an issue comes up

Give the product team a count of how many customers mentioned an issue, and the actual conversations to read. It works even when only a few customers have brought it up.

Missing order updates

This week, by day

MonTueWedThuFriSatSun

Selected: Wednesday, 12 conversations

Conversations on Wednesday

Priya Banerjee
9:12 am
My customer never got the confirmation email for order 4471.
Email
Daniel Sørensen
10:40 am
No shipping update since Tuesday, is the parcel on its way?
WhatsApp
Jonas Nilsson
3:48 pm
Two orders today, only one confirmation arrived.
Email

Open a conversation

Coming soon

Turn monitors into action.

A monitor is a live list of every conversation about a topic. Next, you will be able to act on that list without leaving it.

Label every match: Apply a label to each matching conversation, so the list shows up in inbox filters and label reports.
Message them together: Send one update to everyone in a monitor, like telling every customer with a login problem that it is fixed.
Trigger actions on a match: When a new conversation matches, or a topic suddenly spikes, alert a Slack channel, assign a team, set priority, or run an automation.

Start with an issue your team already hears about.

Below are some examples of monitors you can use. Copy one, then adjust it to fit your business.

For support teams

Up sharply today

“A customer is having trouble signing in to their account.”

See when login complaints start increasing.

Missing order updates

For operations teams

Rising since Tuesday

“A customer did not receive an expected update about an order they placed.”

Track recurring delivery-communication problems.

Competitor mentions

For founders and sales teams

Steady week over week

“A customer is considering another provider instead of us.”

Find conversations worth following up on.

Feature requests

For product teams

Up slightly

“A customer asks us to add a product capability.”

Keep a running count of conversations about unmet needs.

Refund requests

For finance teams

Steady week over week

“A customer asks to get back money they already paid.”

Bring a consistent definition to your weekly refund-request count.

Cancellation intent

For account managers

Down from last week

“A customer says they intend to end their subscription.”

Find customers who may need a conversation before they leave.

Useful from the first report.

Start with recent history: A new monitor includes matching conversations from the past few days, so you can see whether the issue was already growing.
Follow the meaning across languages: Customers don't need to use the same words, or even the same language. Captain matches on what they mean.
Focus on a customer segment: Enable the customer details you want Captain to use, such as plan or region, to narrow what your monitor counts.
Pause and resume when needed: Restart a paused monitor and choose whether to catch up or start fresh. Any gap stays visible on the chart.

Before you create your first monitor

Short answers to the questions teams ask first.

What does a monitor track?: A monitor counts conversations that match a description you write. You see how that number changes over time, and you can read the actual conversations behind it.
Which plans include Monitors?: On Chatwoot Cloud, Monitors is included from the Business plan onwards. On self-hosted Chatwoot, it is available on paid plans. See the pricing page for details.
Does my team need to tag conversations?: No. Captain matches conversations to your description automatically. Your team doesn't need to add labels for a monitor to work.
How is this different from a keyword search?: Captain matches on meaning, not on words. You can count requests for a refund while excluding questions about the refund policy, even though both mention refunds.
Will I receive an alert when something spikes?: Not yet. Today Monitors is a report that updates automatically while it is open. Alerts to Slack and other actions on new matches are coming soon.
Will a new monitor show past conversations?: Yes. A new monitor includes matching conversations from the past few days, then adds new ones as they arrive.
What if a conversation is counted incorrectly?: If a result looks wrong, review a counted conversation and update the monitor description. The monitor will recheck conversations it has already evaluated, so earlier counts may change.