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How to read Bot Reports?
Bot reports is an overview of bot activity on your account, these bots include CSML and Dialogflow both. This report shows data from all the inboxes with an active bot. It has the following metrics and graphs Metrics - No. of Conversations: Total number of conversations the bot has attended to - Total Responses: Total number of messages sent by the bot - Resolution Rate: The proportion of conversations attended by a bot that leads in a resolution without an agent involvement. It is calculated as a percentage of total number of conversations resolved by the bot in contrast to total number of conversations handled by the bot. A higher number indicates high effectiveness of your bot. - Handoff Rate: Percentage of handoffs from a bot to a human agent. It is calculated as a total number of conversations handed off to agents divided by the total number of conversations handled by the bot. A higher number indicates that your bot is not extremely effective and it might be worth looking at these conversations to find gaps in your bot responses. Graphs - Resolution Count: This shows the conversations resolved by a bot distributed over a time period. - Handoff Count: This shows the number of handoffs done by the bot distributed over a time period.
🚀 Chatwoot 101Lesson 4: Automation and Routing
So far, every action you've taken in Chatwoot has been manual, you clicked, you typed, you assigned. That works for 10 conversations a day. It collapses at a hundred. This lesson is about the systems that run while you sleep: business hours, auto-assignment, automation rules, and SLAs. Set these up once, and the dashboard does the routine work for you, landing the right conversation on the right agent at the right time, with the right urgency, before anyone has to think about it. What you'll learn - When to automate something and when not to - How to set business hours so customers know what to expect outside working time - How to auto-assign conversations to agents using assignment policies - How to write automation rules that label, route, and reply based on conditions - How SLAs put a clock on response and resolution times, and what happens when one's about to breach - How all four systems chain together to handle volume gracefully You'll need: Admin access to your Chatwoot account. Most of this lesson lives under Settings, which agents typically can't edit. A mindset before we start: when to automate Automation feels powerful, and that's the trap. The temptation is to automate everything on day one and end up with a tangle of rules that fight each other six months later. A simple test before you build any rule: "Have I done this exact same thing manually at least ten times in the last two weeks?" If yes, it's worth automating. If no, do it manually a few more times until you're sure of the pattern. Bad automation is worse than no automation — it routes things wrong, replies inappropriately, and erodes trust in the system. Build slow. Delete aggressively. Review your rules quarterly. 1. Business Hours — telling customers when you're around Business Hours define when your team is available, per inbox. They power three things: 1. Out-of-hours messages. Customers who write outside business hours see a custom message ("We're back at 9am EST tomorrow") instead of nothing. 2. SLA timers. When SLAs are configured to use business hours, the clock pauses overnight and on weekends — so a Friday-evening ticket isn't already 2 days "late" when Monday morning starts. 3. Reporting accuracy. Response time metrics can be calculated against working time, not wall-clock time. Setting them up 1. Go to Settings → Inboxes, click your inbox, then the Business Hours tab. 2. Toggle Enable business availability for this inbox. 3. Pick your timezone. 4. For each day of the week, set the start and end times (or mark the day as unavailable). 5. Write your out-of-office message — keep it short and warm: "Thanks for reaching out! Our team is available Mon–Fri, 9am–6pm EST. We'll get back to you first thing tomorrow." 6. Save. 2. Auto-assignment — who gets the next conversation By default, new conversations land in Unassigned and an agent has to grab them. Good for tiny teams. Painful at any real volume. Chatwoot's auto-assignment picks an agent for each new conversation automatically. Two strategies: Round Robin The default. Conversations are distributed evenly across all online, available agents in the inbox. Simple, fair, and what most teams should start with. Balanced Assignment Distributes based on current load — the agent with the fewest open conversations gets the next one. Better for teams where some conversations take much longer than others. Setting it up 1. Settings → Inboxes → your inbox → Configuration. 2. You will see an option to configure an assignment policy. 3. Save. What auto-assignment respects - Agent availability. Offline and Busy agents are skipped (Busy can be configured per workspace). - Inbox membership. Only agents added to that specific inbox are eligible. - Capacity (Enterprise / Custom Roles). You can cap how many open conversations one agent can hold at once. Tip: Auto-assignment routes the conversation initially. Reassignments (manual or via macro) override it. So you can let the system pick a default, and let humans intervene when context demands. 3. Automation Rules — the if-this-then-that engine If business hours and auto-assignment handle every conversation the same way, automation rules handle specific conversations specifically. They're the rule engine that listens for events, checks conditions, and runs actions. Anatomy of a rule Every automation rule has three parts: 1. Event — when does the rule consider firing? - Conversation Created — runs once, when the conversation first appears - Conversation Updated/Opened/Resolved — runs when something changes (status, assignee, label, custom attribute) - Message Created — runs on each new incoming or outgoing message 2. Conditions — who does it apply to? Filters on inbox, channel, content, contact attributes, custom attributes, business hours, etc. 3. Actions — what should happen? Assign agent or team, add labels, send messages, change status, run a macro, etc. Setting one up Settings → Automation → Add Automation Rule. Name it, pick the event, build the conditions (combinable with AND/OR), pick the actions (you can chain several), and save. Rules run in the order they're listed. Some rules worth building first Rule name Event Condition Actions Route billing tickets Conversation Created Message contains invoice , charge , refund Assign Team Finance ; add label billing Flag VIPs Conversation Created Contact attribute Plan = Enterprise Set Priority High ; add label vip ; assign senior team Common pitfalls - Loops. A rule that sends a message, listening for Message Created, can re-trigger itself. We would not run automations on actions that were triggered by another automation. Always scope conditions tightly to avoid this. - Silent rules. It's easy to forget a rule exists. Make sure that you are checking the automation rules once every quarter to see if you should update something. Macros vs. Automation Rules: macros are manual, you click and run. Automation rules are automatic, they run on events. When you find yourself running the same macro on every conversation matching a pattern, convert it to an automation rule. 4. SLAs — putting a clock on response An SLA (Service Level Agreement) is a policy that says "this kind of conversation must get a response within X minutes and a resolution within Y hours." Chatwoot tracks the clock for you, surfaces conversations that are about to breach, and reports on how often you hit your targets. The three timers an SLA can track - First Response Time (FRT) — how long until the first agent reply - Next Response Time (NRT) — how long until each subsequent reply when the customer is waiting - Resolution Time (RT) — how long until the conversation reaches Resolved You can set any combination, with different thresholds. Setting one up 1. Settings → SLA → Add SLA. 2. Name it (e.g. Enterprise priority). 3. Set the targets — FRT: 15 min, NRT: 30 min, RT: 4 hours. 4. Choose whether the clock uses business hours or runs 24/7. 5. Save. Applying it to conversations SLAs aren't applied to every conversation by default — that would be noise. Apply them via Automation rule. What you see on the dashboard - A countdown on conversations with an active SLA, in the conversation list and the conversation header. - An SLA breach indicator when a target has been missed. - A dedicated SLA report showing hit rate, breach reasons, and trends. Don't over-promise. A 5-minute FRT SLA on every inbox sounds great until you breach it 80% of the time. Pick targets you can actually hit, and tighten as the team gets faster. 5. How they all chain together Here's a Tuesday-morning customer message flowing through the whole system, with no manual touch until step 7: 1. 9:03am. A customer on the Enterprise plan writes in via the website widget: "Our exports are failing again." 2. Business Hours check — yes, we're open. No auto-responder fires. 3. Auto-assignment (Round Robin) picks Sarah, who's online. 4. Automation rule "Flag VIPs" matches: contact's Plan = Enterprise. Sets priority High, adds label vip, applies the Enterprise priority SLA. 5. Automation rule "Route bug reports" matches the word failing. Adds label bug-report. 6. SLA timer starts. FRT countdown: 15:00. 7. Sarah opens the conversation. Everything she needs is already in place — priority set, labels applied, engineer looped in, countdown showing 14:42 left. She replies in two minutes. 8. SLA stops the FRT clock at 02:18 — well within target. What you'd otherwise do manually, read the contact panel, set priority, label, loop in engineering, mentally start a clock, has all happened before Sarah even saw the conversation. That's the whole point. Mini-exercise (8 minutes) You'll need admin access. We'll build a small-but-real automated workflow. 1. Set business hours on your test inbox: Mon–Fri, 9am–6pm in your timezone, with a friendly out-of-office message. 2. Enable auto-assignment with Round Robin. Add yourself as the only agent so you get every conversation. 3. Build an automation rule: - Event: Conversation Created - Condition: Message contains bug - Actions: Add label bug-report, Set priority High 4. Build an SLA: name it Standard, FRT = 30 min, RT = 24 hours, business hours on. 5. Apply the SLA to your test inbox by default. 6. Test it. Open the widget and send the message "I think I found a bug". 7. Check the resulting conversation: it should be auto-assigned to you, labeled bug-report, priority High, with an SLA countdown ticking. If all four pieces fired, you've automated more than most teams ever do. Common questions Will an automation rule run on conversations that already exist? No — rules run forward. They only fire on events that happen after you create or enable the rule. Existing conversations are unaffected. Can I disable a rule temporarily without deleting it? Yes. Each rule has an Active toggle in the automation list. Use this for seasonal rules ("Holiday autoresponder") that you want to keep configured but turn off most of the year. What happens if two rules both match the same conversation? Both run, in the order they're listed. Watch out for conflicting actions (e.g. one rule assigns Team A and another assigns Team B — last write wins). Do SLAs apply on weekends? Only if you've configured the SLA to ignore business hours. Default behavior pauses the clock outside working hours so you don't breach overnight. Can a customer see their SLA timer? No. SLA countdowns are agent-facing only. The customer just experiences faster responses. Does auto-assignment skip an agent if they're at capacity? Yes, when you've set capacity limits via Custom Roles or workspace config. Otherwise it distributes regardless of current load (Round Robin) or by load (Balanced).
đź‘ť Setup accountWhat is a channel? What is an inbox?
A channel is a type of communication — Website, Email, WhatsApp, SMS, etc. An inbox is a specific instance of a channel connected to your account. You can have multiple inboxes of the same channel type — e.g. one Website inbox for your marketing site and another for your help center, or two WhatsApp numbers for different regions. Every conversation in Chatwoot lives inside an inbox. Inboxes carry their own agents, business hours, greetings, pre-chat form, and routing rules. Where to set up: Settings → Inboxes → Add Inbox opens the channel picker. Pick the channel type, fill in the credentials/settings, add agents, and finish. This doc lists every channel type Chatwoot supports, what you need to configure for each, and the settings tabs that appear on every inbox once it exists. The channel types Website (live chat widget) The classic chat bubble on your website — the most popular starting channel and the fastest to set up. You give the inbox a name, point it at the website it'll live on, pick a brand color, and write the welcome heading and tagline that visitors see when they open the widget. After saving, Chatwoot hands you a small snippet of code to paste into your site, and the widget is live. Email For handling support email inside Chatwoot. You can connect a Gmail or Google Workspace mailbox by signing in with Google, a Microsoft 365 mailbox by signing in with Microsoft, or any other email provider by entering your incoming and outgoing email server details manually. Facebook Messenger For receiving and replying to direct messages sent to your Facebook Page. Sign in to Facebook through Chatwoot, pick the Page you want messages from, and you're done. From then on, every Page DM lands in your dashboard as a conversation, ready for your team to reply alongside their other channels. Instagram (DM) For Instagram Direct Messages. Connect your Instagram Business account through the Meta sign-in flow — typically through the Facebook Page that's linked to your Instagram account. Once connected, your IG DMs flow into Chatwoot with the same reply, label, and assignment workflow as any other channel. TikTok For TikTok Business messages. Sign in to your TikTok Business account through Chatwoot's connection flow, and customer messages on TikTok land in your Chatwoot inbox. WhatsApp For two-way conversations on WhatsApp, WhatsApp Cloud API is the recommended choice for new accounts. Connect your phone number and Business Account using Meta's embedded sign-up flow inside Chatwoot. Once connected, the message templates approved on your WhatsApp Business Account sync automatically into Chatwoot. Templates are how you start outbound conversations and re-engage customers outside the 24-hour customer-service window — WhatsApp's policy requires a pre-approved template for those messages, so they need to be created and approved on Meta's side before they're available to send from Chatwoot. SMS For text-message conversations. Chatwoot supports two SMS providers: - Twilio — connect your Twilio phone number and the credentials Twilio gives you for messaging. - Bandwidth — connect your Bandwidth phone number and the credentials Bandwidth gives you. Once set up, customer texts arrive in your dashboard as conversations and replies your team sends are delivered as SMS to the customer's phone. Telegram For a Telegram bot. Create a bot in Telegram by chatting with BotFather (Telegram's official bot for creating bots), copy the bot token it gives you, and paste it into Chatwoot. Your inbox now receives every message a customer sends to your bot. LINE For a LINE Official Account. Get your channel credentials from LINE Developers, paste them into Chatwoot, and customer messages on your LINE account arrive as conversations. API Channel For anything that isn't one of the built-in channel types. The API channel lets you connect a custom application — for example, a niche messaging platform Chatwoot doesn't yet support natively, or an in-product chat experience inside your own software. You provide a destination URL where Chatwoot should send outbound messages, and your application is responsible for relaying them onward. Common inbox-level options A few options apply across most channels and live on the Settings or Configuration tabs: - Auto-assignment — when on, new conversations are distributed to inbox agents. See Auto Assignment. - Lock to single conversation — for channels that don't have native threading (SMS, WhatsApp, Facebook, Instagram, API, LINE, TikTok, Telegram), enabling this means each contact has at most one open conversation at a time. New messages reopen the existing conversation rather than creating a new one. - Continuity via email — for Website inboxes, customers can reply to email transcripts and have replies land back in the same conversation. - Sender name — choose between Friendly (just the agent's display name) or Professional (display name + business name) on outbound messages. - Greeting — toggle and message; the greeting auto-sends when a new conversation begins on this inbox. Frequently asked questions Can I have more than one inbox of the same type? Yes. Multiple Website inboxes, multiple WhatsApp numbers, multiple email addresses — no limit on type. An agent doesn't see the inbox in their queue. Why? Inbox membership is explicit. Add them under the Collaborators tab. Adding an agent to your account doesn't automatically give them access to every inbox. What happens if I delete an inbox? The inbox and all its conversations are permanently removed. Export anything you need to keep first. Deletion is irreversible. Are conversations the same contact across channels? A single contact can have conversations on multiple channels — the contact record is account-wide. The conversation lives inside the inbox the message arrived on, but you'll see all the contact's conversations in their profile. Which channels support outbound campaigns? Live-chat campaigns work on Website inboxes. One-off campaigns can use SMS or WhatsApp Cloud API. Next steps​ Find the detailed steps to configure each channel below. - Website channel - Facebook messenger channel - WhatsApp channel - SMS channel - Email channel - Connect a channel using API - Telegram channel - Line channel Next: Adding teams *Number of inboxes are subject to a fair use policy based on number of agents and subscribed plan.
⚡ Apps and IntegrationsHow to enable video calls with Dyte integration?
The Dyte integration is no longer supported for new setups. Dyte has moved to Cloudflare RealtimeKit, and Chatwoot now uses Cloudflare RealtimeKit for video calls. Please use the Cloudflare RealtimeKit setup guide to configure video calls. Video calling your customers is a great way to connect with them quickly, understand their problems effectively, provide faster resolutions, and gain valuable business insights. You can video call your customers through website live chat in Chatwoot. To utilize this feature, you will need to enable the Dyte integration. This guide explains how. P.S. If you don't have a Dyte account, you'll need to create one first. How to set up the Dyte integration in Chatwoot? Step 1. Go to Settings -> Applications -> Dyte. Click the corresponding "Configure" button. Step 2. You'll see the Dyte app page. Click the "Connect" button. Step 3. Enter your Organization ID and API Key from Dyte. How to find your Dyte configuration values? To find these values, visit the "API Keys" section on your Dyte developer portal. In Chatwoot, once you have entered the values, click the "Create" button. Now, your Dyte integration is complete. How to video call your customers in Chatwoot? Once the Dyte integration is enabled, you'll be able to see the video calling option on the website inbox chat window. To invite your customer for a video call, follow the steps described below. Step 1. Click the video camera icon beneath the text editor. Step 2. Chatwoot will send a message with an invitation to your customer to join the video call. Click the button "Click here to join" to join the room. Step 3. Now you will be connected to your customer. The video calling interface gives plenty of options to make your and the customer's experience more enriching. Some of these options are shown in the screenshot below:
đź“š Features explainedUnderstanding Contacts
The "Contacts" section in Chatwoot serves as a database of end-users or customers with whom you have interacted via the Chatwoot widget. You can also upload contacts manually. To view the Contacts screen, click on the “Contacts” tab from the left-sidebar of your dashboard. This is what a typical contacts screen looks like: How to add contacts? Contacts can be added to the list in 3 ways, as explained in the following sections. Manual upload You can manually upload contacts to your Chatwoot customer database in two ways. 1. Add a single contact Step 1. On the Contacts screen, click on the “New Contact” button from the top-right corner. Step 2. Start filling the contact details available with you. Click on “Submit”. 2. Import a database of contacts Step 1. On the Contacts screen, click on the “Import” button from the top-right corner. Step 2. Choose a CSV file from your system to upload it to the Chatwoot database. This is what a sample database looks like: Pre-chat forms If you have a pre-chat form enabled, every time a customer gives their email and other details through it, Chatwoot will save them as a new contact. In the example shared above, Raji Nair will be autosaved as a contact when she fills the pre-chat form. Channel greeting Whenever a customer enters their email ID in the channel greeting message, it will be autosaved as a contact. Contacts grouped by labels You can filter your contacts by labels. Simply select a label from your list of “Tagged with”, as shown below. Sorting contacts To arrange your contacts, click the icon with two arrows in any column. The following explains the logic behind the sorting of each column’s label. - Sorting by name: Sorts the list alphabetically. - Sorting by email: Sorts the list alphabetically. - Sorting by phone number: Orders the list in numerical order. - Sorting by company name: Sorts the list alphabetically. - Sorting by city: Sorts the list alphabetically. - Sorting by country: Sorts the list alphabetically. - Sorting by last activity: Sorts the list chronologically. Contact actions You can perform specific actions on a contact. To view these actions, click on the name of a contact. It will open a sidebar with the details of that contact and associated actions, as illustrated in the screenshot below. Action – Send a new message You can send outbound messages to a contact using the “New message” button as illustrated in the screenshot above. You can send outbound messages from your contact page to the following conversation channels. - Website (only to HMAC identified contacts) - Email - SMS - WhatsApp Contact Notes You can add notes and important information to a specific contact. You can use this to manually log a call, email, or meeting with the customer. To add notes:​ 1. Click on Contacts menu item from the Chatwoot Dashboard. 2. Select a Contact from the list. (Click on the contact name) 3. Write down your note. 4. Click the "Add" button or press Cmd + Enter. Visit the individual contact page. You can also use rich text formatting on your notes and delete them as required. Filtering Contacts Use filters to group your contacts and categorize data. To start filtering contacts, follow the steps described below. Step 1. Click on the “Filter” button from the top of your contacts screen. Step 2. Select a filter from the dropdown and select “Equal to” or “Not equal to” as applicable. You can apply advanced filters to your contacts. The following filters are available: 1. Contact Name 2. Contact Email 3. Phone number 4. Contact Identifier 5. Country 6. City 7. Created at 8. Last activity 9. Custom attributes added to your account Step 3. Add more filters using AND / OR operators if you need to. Step 4. Press on “Submit” button. You will be redirected back to the Contacts screen, and you will see only the contacts that are qualified by your selected filters. Saving a filter as contact segment A filtered list of contacts shows an option to “Save Filter” at the top of your screen. Saving a filter can help you revisit it with a single click. Step 1. Click on the “Save filter” button. Step 2. Name your filter and click on the “Save filter” button. Here is an example: To access a contact segment later on, click on it from the sidebar of your contacts. Editing or reverting a filter To edit or clear the filters and go back to the original list, follow these steps: Step 1. Click on the “Filter” button. Step 2. The popup will open up. Here, you can edit the existing filters using the drop-downs. You can also add filters, or clear them all to revert to the original contacts list. Hit “Submit”.
đź“Ś Other topicsMobile app for Android
You can access your Chatwoot account through the Chatwoot mobile app on Android mobile devices. How to get the Chatwoot mobile app for Android? You can download the app called "Chatwoot" from your Play Store. Follow these steps: 1. Open the Play Store on your Android device running version 7.0 or later. 2. Search for Chatwoot and press on "Install" to download the app. 3. Once downloaded, open the Chatwoot app. 4. Enter the Installation URL; in the format domain.com. If you are using a self-hosted Chatwoot installation, input your server URL. Otherwise, use app.chatwoot.com. 5. Click the Connect button and enter your account credentials to log in. Contribute to testing app updates​ You can sign up for our beta program to help with testing app updates before release. Open this link from your Android device. You can leave the Beta testing program anytime by clicking this link while logged in with your Google Play email address used to opt-in for the Beta program. On the link, "Leave the program".
đź“š Features explainedMulti-Factor Authentication (MFA) in Chatwoot
Multi-Factor Authentication (MFA) adds an extra layer of security to your Chatwoot account by requiring a second form of verification in addition to your password. This significantly reduces the risk of unauthorized access, even if your password is compromised. Chatwoot supports Time-based One-Time Password (TOTP) authentication using standard authenticator apps, as well as backup codes for emergency access. Prerequisites Before enabling MFA: 1. MFA must be enabled at the system level by your administrator 2. You need a TOTP-compatible authenticator app such as: - Google Authenticator - Microsoft Authenticator - Authy - 1Password - Any other TOTP-compatible app User Flows - Enabling MFA from Profile Page This flow allows users to enable two-factor authentication for their account. Step-by-Step Process: 1. Navigate to MFA Settings - Log in to your Chatwoot account - Click on your profile avatar in the bottom-left corner - Select "Profile Settings" - Navigate to the "Two-Factor Authentication" tab 1. Start MFA Setup - Click the "Enable Two-Factor Authentication" button - The system will generate a unique secret key for your account 3. Configure Authenticator App - A QR code will be displayed on the screen - Open your authenticator app and scan the QR code - Alternatively, manually enter the secret key if you can't scan the QR code 4. Verify Setup - Your authenticator app will generate a 6-digit code - Enter this code in the verification field - Click "Verify and Enable" 5. Save Backup Codes - Upon successful verification, you'll receive 10 backup codes - Important: Save these codes in a secure location immediately - Each backup code can only be used once - Options available: - Copy all codes to clipboard - Download as a text file - Print for physical storage 6. Confirmation - MFA is now enabled for your account - You'll see a status indicator showing "Two-Factor Authentication is Enabled" - Disabling MFA from Profile Page Users may need to disable MFA when switching devices or authentication methods. Step-by-Step Process: 1. Navigate to MFA Settings - Go to Profile Settings → Two-Factor Authentication 2. Initiate Disable Process - Click on "Disable Two-Factor Authentication" button - A confirmation dialog will appear warning about the security implications 3. Verify Identity - Enter your current password - Enter a valid 6-digit code from your authenticator app (or use a backup code) - This dual verification ensures only the account owner can disable MFA 4. Confirm Disable - Click "Disable MFA" to confirm - The system will remove: - Your OTP secret - All unused backup codes - MFA requirement for login Regenerating Backup Codes Users should regenerate backup codes if they've been compromised or used up. Step-by-Step Process: 1. Access Backup Code Management - Navigate to Profile Settings → Two-Factor Authentication - Locate the "Backup Codes" section 2. Initiate Regeneration - Click "Regenerate Backup Codes" 3. Verify with Authenticator - Enter a current 6-digit code from your authenticator app - This ensures only authorized users can generate new codes - 4. Receive New Codes - 10 new backup codes will be generated - All previous backup codes are immediately invalidated - Save the new codes securely: - Copy to clipboard - Download as file 4. Login Flow with TOTP or Backup Code The login process when MFA is enabled requires an additional verification step. Step-by-Step Process: 1. Initial Login - Enter your email and password on the login page - Click "Sign In" 2. MFA Challenge - After successful password verification, you'll be prompted for MFA - The system provides two options: - Use authenticator app (default) - Use backup code (alternative) 3. Successful Authentication - Upon successful verification, you'll be logged into your dashboard - If using a backup code, it's marked as used and cannot be reused - Consider regenerating backup codes if you're running low
🛳️ MigrationsHow to migrate from Intercom to Chatwoot?
If you are moving from Intercom to Chatwoot, you can use Chatwoot's built-in importer to bring your contacts and past conversations into your Chatwoot account. The import runs in the background, so you can continue setting up Chatwoot while it completes. Availability: The built-in Intercom importer is available on Chatwoot paid plans. You must be an account administrator to start and manage an import. What the Intercom import brings over You can choose to import: - Contacts - Conversations, including their message history and the contacts associated with those conversations Chatwoot preserves the available source timestamps and source details so the imported records remain useful as historical context. Imported conversations are added as resolved historical conversations in source-specific Intercom import inboxes. These inboxes preserve history; they do not replace the live channels you will configure in Chatwoot. Before you begin Make sure that: - You have a Chatwoot account on a paid plan. If you are new to Chatwoot, create your account first. - You are an administrator in the Chatwoot account. - You can create or access a private app in the Intercom workspace you are migrating. - The Intercom app can read contacts and conversations. - You have planned your channel cutover. The import is a one-time migration, not a continuous sync. Only one import (be it Intercom, Freshdesk or others) can run in a Chatwoot account at a time. Step 1: Get an Intercom Access Token Chatwoot uses an Intercom Access Token to read the data selected for migration. 1. Open the Intercom Developer Hub. 2. Create a private app in the Intercom workspace you want to migrate, or open an existing private app created for the migration. 3. Ensure the app has permission to read contacts and conversations. 4. Open Configure → Authentication in the app. 5. Copy the Access Token. For more information, see Intercom's authentication guide. In Chatwoot, the field is labeled Intercom access key. Paste the Intercom Access Token into this field. Treat the token like a password. We recommend using a dedicated app for the migration and revoking its token or removing the app after the import has completed and you have verified the results. Step 2: Open Data settings in Chatwoot 1. Sign in to Chatwoot. 2. Go to Settings → Data. 3. Open the Import tab. 4. Click Import. Step 3: Configure and start the import In the New import dialog: 1. Select Intercom as the source. 2. Enter an import name. This helps you identify the migration later. 3. Paste your Intercom Access Token into Intercom access key. 4. Under Data to import, select one or both of the following: - Contacts imports contacts from the Intercom workspace. - Conversations imports past conversations, their messages, and the contacts required for those conversations. 5. Move out of the access-key field and wait for Chatwoot to validate the key. 6. When you see Access key validated, click Import. If validation fails, check that you copied the complete token and that the Intercom app has permission to read the data you selected. Step 4: Monitor and verify the import Chatwoot opens the import details page after the import starts. The page updates automatically while the import runs and shows separate progress for contacts, conversations, and messages. Depending on the outcome, the import can finish as Completed or Completed with errors. Review the following before you cut over: - The imported counts for contacts, conversations, and messages - A sample of imported contacts and conversations - The Errors section for records Chatwoot could not import - The Skip logs section for records that were intentionally skipped You can download error and skip logs as CSV files. If an import becomes stalled, use Retry when the option appears. You can also abandon an active import if you need to stop it. Step 5: Move your live channels to Chatwoot The data import brings over historical records. It does not recreate your Intercom Messenger or connect it as a live Chatwoot channel. To move your website chat: 1. Create a website live chat inbox in Chatwoot. 2. Add the Chatwoot widget code to your website. 3. Remove the Intercom widget code as close as possible to the Chatwoot launch to avoid a gap in coverage. 4. Start a test conversation from your website and confirm that it reaches the correct Chatwoot inbox and team. If you use other Intercom channels, set up the corresponding Chatwoot channels and test each one before completing the cutover. Important behavior and limitations - The import is a one-time historical migration. New changes in Intercom are not continuously synced to Chatwoot. - Historical imports do not send messages or notifications to your customers. - Imported conversations are resolved and stored in source-specific import inboxes. Configure new Chatwoot inboxes for ongoing customer communication. - File attachments are not transferred. When an Intercom message has attachments, Chatwoot adds a note to the message indicating how many attachments were skipped. - Intercom teammates, teams, assignments, routing rules, automations, apps, and Messenger settings are not recreated in Chatwoot. - Some source-specific fields are retained as metadata but may not appear as equivalent Chatwoot fields. - Keep access to Intercom until you have reviewed the imported counts, sample records, and any error or skip logs. Make Chatwoot your own Once the import and channel cutover are complete, these resources will help your team get started: - Chatwoot 101 tutorials - Set up an omnichannel inbox - Chatwoot best practices For anything else, reach out to us through the support chat. Happy chatting!
đź‘ť Setup accountSetting up notifications
To access notification settings, open your profile settings from the profile menu on the sidebar. Here, you’ll find all settings associated with your profile, including configurations for audio, email, and push notifications. Note: These settings apply to your profile only and do not change settings globally. Audio Notifications Audio notifications are available when you have Chatwoot open in the browser. They are sent immediately, based on your chosen settings. Here's an overview of each of these settings Alert tone At the moment you have five options, you can hear them by pressing the preview button. You can select either of these depending on your preference. Alert events for conversations You can select any of the three options available. 1. My assigned conversations: Alerts only for conversations assigned to you. 2. Unassigned conversations: You'll get alerts for conversations which have no assignee 3. Open conversations assigned to others: Alerts for conversation assigned to your peers, but not you. This also excludes any unassigned conversations. For agents it's best to enable audio notification for assigned conversations only. This will ensure you do not miss important messages while reducing the amount of distractions compared to enabling notifications for all messages. For managers, you can select, Assigned + Unassigned, that way, you can stay on top of your chats as well as conversations waiting to be assigned. Selecting all three options will give you alerts for all incoming messages. Note that audio notifications work only when Chatwoot is open in the browser. In case you wish to get notified of any activity even when the app is not open, you can enable "Push notifications". This is explained in detail further on this page. Alert conditions This determines when the alert is actually triggered, this allows more granular control helping you cut distractions or stay on top of your conversations. The following are the two conditions available to you. 1. Send audio alerts only if the browser window is not active.  Ideal for minimizing distractions while attending to active conversations. 2. Send alerts every 30s until all the assigned conversations are read. For teams with strict SLAs, this option will keep notifying you every 30 seconds if there are unread conversations, ensuring you stay at the top of each of them and attend them in a timely manner. By default, none of these are selected as audio notifications are disabled, however we recommend enabling the first option to send audio notifications if the browser window is not active. Push Notifications and Email Notifications Chatwoot will send you notifications about new events with Push Notifications on your browser and the mobile app, as well as email based on your preferences. We recommend enabling the notifications for assigned and mentioned as shown in the screenshot below Enabling push notifications in the browser For the app to be able to send you push notifications, it needs to seek permission from your browser. To enable push notifications you can click on the toggle "Enable push notifications for your browser so you’re able to receive them" it should prompt you for permission. You need to allow this, in case the prompt does not show up, this could mean that the permission is blocked already, or disabled by default. You can follow this guide to ensure notifications are enabled for your browser. Once enabled, the push notifications can be toggled on correctly.
đź“Š ReportsHow to read Overview Reports (realtime)?
The Overview page is a real-time update of what is happening in your account––how many conversations are open, which agents are available, etc. To view the Overview Report, go to Reports → Overview. This is what it looks like: Metrics in the Overview Report Open conversations This shows the number of conversations on your account that are currently: - Open: Ongoing customer interactions - Unattended: Unattended customer conversations - Unassigned: Conversations waiting to be assigned an agent. Agent status This shows the availability status of agents, categorized by: - Online - Busy - Offline Conversation traffic This heatmap shows what times of the day are the busiest for the last 7 days. Each cell represents the number of conversations received as a color shade; hovering over a cell will show the number of conversations received for that hour of the day. Conversations by agents This shows the number of conversations currently being handled by each agent. It can also be used to monitor their performance and workload.