Search Results for 'wordpress'
Found 143 results
Assigning conversations in a round-robin fashion.
Chatwoot follows a round-robin auto-assignment system for conversations. This means that if there are people available (called "agents") who can respond to messages in a specific inbox, the system will divide the conversations evenly among them. If all the agents are not available, the conversations will not be assigned to anyone and will be categorized as “Unassigned”. This feature is turned on by default. How to enable/disable round-robin assignments? To enable round-robin assignments in your inbox, follow the steps below. Step 1. Go to Settings → Inboxes. Click on the settings link of the inbox you want to enable round-robin assignment for. Step 2. Go to the “Collaborators” tab. Find the setting for Conversation Assignment, as shown below. Step 3. Check the box “Enable auto assignment” and click on "Update".
🪵 Other channelsHow to setup a Line channel?
Step 1. Go to Settings → Inboxes → “Add Inbox”. Step 2. Click on the "Line" icon. Step 3. Go to the Line Developer Console and create a Line account. Step 4. Create a "Provider" in the developer console. Create a new "Messaging API" channel(Bot) under the provider. Step 5. Fill up the below fields from the Line developer console (Messaging API Channel) and click "Create LINE Channel". 1. Channel Name 2. LINE Channel ID 3. LINE Channel Secret 4. LINE Channel Token Step 6. "Add agents" to your Line inbox. The inbox setup is complete. Step 7. Go to the "Messaging API" channel in the developer console and configure the webhook. 1. Verify Chatwoot webhook URL 2. Enable "Use webhook" Step 8. Test your new Line inbox. Send a message to the Line bot. Check Chatwoot Line inbox for the new message.
🪵 Other channelsHow to setup a Facebook channel?
If you are using a self-hosted Chatwoot installation, please setup your Facebook app as described in the this guide. For the cloud version of Chatwoot, please follow the steps below. Step 1. Go to Settings → Inboxes → “Add Inbox”. Step 2. Click on the "Messenger" icon. Step 3. Click the Facebook login button. It will open a new window for you to login. Step 4. Authenticate with Facebook and select the page you want to connect. Enable all permissions shown in the list. This will help Chatwoot to perform all the desired actions smoothly. Step 5. You can now select your Facebook page from the dropdown menu that appears on Chatwoot. Step 6. "Add agents" to your Facebook inbox. You have successfully created a Facebook inbox. Whenever a customer sends a message to your Facebook page, you will be able to see and reply to it in Chatwoot. Additional Inbox settings​ Your freshly configured Facebook inbox should now appear in your list of inboxes. To see this and to make additional settings in your Facebook inbox, go to Settings → Inboxes → click the gear icon on the associated Facebook inbox. You will see the following screen: Settings tab​ Enable channel greeting. Once you enable this, Chatwoot will send a greeting message to new conversations created through your Facebook inbox. Enable CSAT. Once you enable this, your Customer Satisfaction survey will be launched every time a ticket is resolved. The CSAT results can be viewed later in the Reports section. Reauthorize. Whenever you need to reconnect and reauthorize your Facebook page, do it from this button. Collaborators tab​ Click on the Collaborators tab. Here, you can add Agents to the Inbox or delete Agents who have been already added in the Inbox. You can also enable or disable the automatic assignment of new conversations to the agents added to this inbox. Click on Update to save the changes. Business Hours tab​ Click on the Business Hours tab. In this section, you can set the working hours of your team associated with the Facebook inbox. Click on the check box for Enable business availability for this inbox if you have well-defined business hours. Once the check box is ticked, the below section opens up. You can write your message to be displayed to the customer during OFF business hours. Note: When Captain is enabled on an inbox, the unavailability message is automatically suppressed. Captain will handle conversations directly, even outside business hours. Unavailability message will only be sent if Captain hands off the conversation to a human agent or if Captain is not configured for the inbox. You can also select the available business hours for each day of the week, along with the proper time zone. Click on the Update Business Hour Setting Button.
⚡ Apps and IntegrationsConnect your Shopify store using your own app
Connect your Shopify store to Chatwoot using a custom Shopify app. Once connected, your team can view customer orders, payment status, and fulfillment status from the conversation sidebar. This option is available for selected workspaces. Contact Chatwoot support if you would like it enabled. Before you start - Administrator access to your Chatwoot workspace. - Permission to create and install apps for your Shopify store. - Access to a Shopify Partner organization in the Dev Dashboard. This setup requires a Custom distribution installation link. You can connect one Shopify store per workspace. This integration connects order information; it does not install a live chat widget or change your subscription. Custom-app setup is unavailable for workspaces billed through Shopify. 1. Create your app in Shopify 1. Open the Shopify Dev Dashboard and select your Partner organization. 2. Go to Apps → Create app → Start from Dev Dashboard. 3. Name your app, for example Chatwoot Support, and create it. 4. Open Versions and create an initial version. 5. Turn off Embed app in Shopify admin. If Shopify requires an App URL, use https://shopify.dev/apps/default-app-home temporarily. You will replace it in step 4. 6. Release the initial version. See Shopify’s app creation guide for more information. 2. Find your app credentials and installation link Open your app’s Settings → Credentials and locate the Client ID and Client secret. Keep this page open. Return to the app overview and find the Distribution card: 1. Select Custom distribution. 2. Enter your permanent store domain, such as your-store.myshopify.com, and restrict installation to your intended store. 3. Generate and copy the complete installation link. Shopify does not let you change the distribution method after selecting it. The Distribution card is available for apps belonging to a Partner organization. If it is missing, check which organization owns your app. See Shopify’s distribution guide. 3. Save the app details in Chatwoot Open Settings → Integrations → Shopify and expand Connect using your own Shopify app. - Shopify store domain: enter your permanent domain, such as your-store.myshopify.com, without https:// or a path. - Client ID: copy it from your app’s Shopify credentials page. - Client secret: copy it from the same credentials page. - Shopify installation link: paste the full link generated under Custom distribution. It must belong to the same app and store. Select Save and get setup URLs. Chatwoot stores the client secret encrypted and does not display it again. Saving these details does not connect your store yet. Shopify custom app details form in Chatwoot 4. Finish setup in Shopify Chatwoot now displays the callback URL, required permissions, and webhook URL for your workspace. Keep this page open. Set the app and redirect URLs Create a new version in your Shopify app. Copy the callback URL displayed in Chatwoot into both App URL and Allowed redirection URL(s). Keep Embed app in Shopify admin turned off. If the form shows Use legacy install flow, keep it enabled for this connection flow. Always copy the URL from your own workspace. Do not use a staging URL or an account ID from an example screenshot. Add the required permissions Add these Admin API access scopes: read_customers,read_orders,read_fulfillments Configure webhooks Use Shopify CLI to configure app-specific webhook subscriptions when the Dev Dashboard does not expose subscription fields. Changing Webhooks API version alone does not create subscriptions. Run these commands in a terminal on your computer. Ask the developer managing your Shopify app for help if needed. 1. Install Shopify CLI. Install Node.js and Git using the requirements in Shopify’s CLI guide, then run: npm install -g @shopify/cli@latest 2. Link your existing Shopify app. Save and release the app URL, redirect URL, and scope changes above in the Dev Dashboard before linking, so the CLI downloads the current configuration. Open a terminal in your app’s local project folder. If you created the app entirely in the Dev Dashboard, create a folder for its configuration first: mkdir chatwoot-shopify-app cd chatwoot-shopify-app shopify app config link Sign in with access to the Partner organization that owns the app. Select the existing app whose Client ID you entered in Chatwoot. Do not create a second app. The command downloads its configuration into a TOML file, usually shopify.app.toml. If you already have a local project, use that project and keep a copy of its configuration before linking. 3. Add the uninstall subscription. Open the generated TOML file. Keep its existing app URL, redirect URLs, scopes, install-flow settings, and webhook API version. Add this subscription alongside any existing subscriptions: [[webhooks.subscriptions]] topics = ["app/uninstalled"] uri = "YOUR_CHATWOOT_WEBHOOK_URL" Replace YOUR_CHATWOOT_WEBHOOK_URL with the webhook URL shown in your Chatwoot workspace. Do not use the OAuth callback URL. If the file has no [webhooks] section, add one before the subscription and set api_version to the Webhooks API version selected for your app, for example: [webhooks] api_version = "2026-10" Privacy subscriptions: Shopify requires compliance topics for apps distributed through the Shopify App Store. This guide uses Custom distribution. If you also need to configure privacy subscriptions, add a separate entry using compliance_topics: [[webhooks.subscriptions]] compliance_topics = ["customers/data_request", "customers/redact", "shop/redact"] uri = "YOUR_CHATWOOT_WEBHOOK_URL" Replace the URL placeholder here too. Keep each topic/destination pair only once. See Shopify’s webhook subscription guide for details. 4. Deploy the configuration. From the same folder, run: shopify app deploy Review the selected app and configuration changes before confirming. The command creates and releases a new app version. It publishes the local app configuration, so confirm that the callback URLs and required scopes from the steps above are included. If you used a named configuration file, select that configuration with --config. 5. Verify the subscriptions. In the Dev Dashboard, open your app → Versions → active version → Configuration → Subscriptions. Confirm that app/uninstalled points to your Chatwoot webhook URL, along with any privacy topics you configured. Allow a few minutes for the released version to take effect. You do not need to uninstall an already connected app to add these subscriptions. Release the version The CLI deployment above creates and releases the updated version. Confirm that Shopify marks it Active and that it includes the URLs, permissions, and webhook subscriptions above. This screenshot shows an example workspace. Copy the setup URLs from your own Chatwoot workspace. 5. Connect your store 1. Return to Chatwoot and select Connect store in Shopify. 2. Sign in to the intended Shopify store and complete any two-factor verification. 3. Approve the installation or requested access in Shopify. 4. After authorization, return to Chatwoot. The integration page will confirm that your store is connected. 6. Check customer orders Open a conversation with a contact whose email address or phone number matches the customer’s Shopify record. Expand Shopify Orders in the conversation sidebar. Available orders show their total, payment status, and fulfillment status. Select an order to open it in Shopify. If you see No orders found, check that the contact details match a Shopify customer who has orders. Update or reset your setup Before connecting, select Edit app details to update the client secret or installation link. Leave the secret blank to keep the saved value, and paste the installation link again when updating the form. If you saved the wrong store or Client ID, select Reset setup and enter the correct details. After connecting, use Delete on the integration page to disconnect. This also removes the custom-app configuration and credentials saved in Chatwoot. Troubleshooting I do not see the custom-app option Contact Chatwoot support to check whether custom-app setup is enabled for your workspace. Shopify reports an invalid redirect URL Copy the callback URL from Chatwoot again. Confirm that it appears in the active Shopify app version, then start a fresh connection attempt. Shopify requires two-factor authentication Complete verification in Shopify, then return to Chatwoot and select Connect store in Shopify again. The app details will not save Check the permanent store domain, credentials, and installation link. Use the complete Shopify-generated custom installation link for the same app and store.
⚙️ How ToHow to Find Your Personal Access Token in Chatwoot
Chatwoot provides a comprehensive set of free, publicly available APIs for all users. You can explore our complete API documentation here. To make API calls to your Chatwoot account, you'll need a Personal Access Token for authentication. This guide will walk you through the process of locating your access token. Important Note: You must have administrator privileges on your account to access your Personal Access Token. Step 1: Access Your Profile Click on your avatar image in the bottom left corner of the screen to open your profile menu. Step 2: Open Profile Settings From the profile menu, select "Profile Settings" to view all your profile configuration options. Step 3: Locate Your Access Token Scroll to the bottom of the Profile Settings page to find your Personal Access Token. Using Your Access Token Once you've located your token: 1. Copy the access token 2. Include it in your API request headers for successful authentication 3. Keep your token secure and never share it publicly Your Personal Access Token serves as your unique identifier for all API interactions with your Chatwoot account, so treat it with the same security as you would a password.
🔥 CaptainCaptain AI credits and usage
Discover Captain uses AI credits. Every paid plan includes free credits each month, and you can buy more. Plan & access: Startups, Business or Enterprise. How many credits each plan includes, and the top-up price, are on Pricing & Plans > Captain AI credits. Administrators see usage and buy credits in Billing. Set up & try What uses credits Each of these uses one credit: - An assistant reply to a customer. - A message in the assistant's Playground. - A Copilot request. - An editor action, such as rephrase, summarize or suggest reply. - An audio transcription. - A message translated by auto-translate, when Captain is the translation service. Adding documents, approving FAQs, label and priority suggestions from Suggest with Captain, and Captain conditions in automation rules do not use credits. See your usage 1. Go to Settings > Billing. 2. The Captain section shows Credits and Documents used. Click Refresh to update. Buy more credits 1. In Billing > Captain, click Buy more credits. 2. Choose a pack and click Purchase Credits, then confirm. Your saved card is charged straight away. Bought credits: - Are added straight away and used after your monthly plan credits. - Expire after 6 months. - Need an active subscription to be used. - Are non-refundable. Test it After buying, check the new balance in Billing > Captain. Get value - Monthly credits reset at your plan's renewal date. Buying credits or changing plan does not reset usage. - Unused monthly credits do not carry over. If you use more than your monthly credits, the extra comes out of credits you bought. - When you change plan, your balance goes up or down by the difference between the two plans' monthly credits. Your usage stays the same. - Changing your number of seats does not reset usage. - To make credits last: connect the assistant only to inboxes where it helps, use the audience and schedule rules (Control who Captain replies to and when), and turn off AI features you do not use, such as transcription. - A banner warns you when you have used over 80% of your credits. There is no email alert, and credits do not top up automatically. - Usage is one total for the account. It is not split by agent, assistant or feature. To see how each assistant performs, use its Overview (Captain Overview and reports). Troubleshoot Symptom Likely cause What to do New conversations go straight to the team with no assistant reply Credits ran out Buy credits or wait for renewal Assistant says "Transferring to another agent for further assistance." mid-conversation Credits ran out during the conversation Buy credits or wait for renewal Copilot says you are out of Copilot credits Credits ran out Buy credits or wait for renewal Usage did not go to 0 after buying Expected. Usage resets only at renewal; the purchase adds to the balance None Credits are used faster than expected The assistant is on busy inboxes, or AI features are used heavily Narrow the audience or schedule; turn off features you do not need Cannot buy credits You are not an administrator, or no active subscription Ask an administrator; check the subscription More causes: Troubleshoot Captain.
🔥 CaptainGet started with Captain AI
Captain is Chatwoot's AI. It can answer customers for you, help your agents write replies, and learn from your help docs and past conversations. What Captain can do Capability What it does Who uses it Page Assistant Replies to customers in the inboxes you connect, and hands off to your team when it cannot help Customers Set up a Captain assistant and connect your inboxes Knowledge Learns from website pages, PDFs and FAQs you add Admins Add documents to Captain's knowledge Guardrails, guidelines and scenarios Controls what the assistant answers, how it sounds, and what it does in specific situations Admins Set Captain's guardrails, guidelines and scenarios Audience and schedule Limits which customers the assistant replies to, and when Admins Control who Captain replies to and when Custom tools Lets the assistant look things up in your own systems, such as order status Admins Set up custom tools for Captain Copilot Helps agents summarize, draft replies and look things up while they work Agents Work faster with Captain Copilot Memories Saves key customer details as contact notes for next time Assistant Use Captain Memories AI help in the editor and inbox Rephrase, summarize and suggest reply in the editor, audio transcription, and Suggest with Captain for a conversation's labels and priority Agents; admins turn them on Captain conditions in automation An automation rule can ask Captain whether a conversation matches a description you write, for example "customer wants to cancel" Admins Auto-translate Shows customer messages in each agent's language and sends agent replies in the customer's language Agents; admins turn it on How to auto-translate messages in a conversation? Plan & access Plan Captain Hacker (free) Not included Startups Included, with monthly AI credits Business Included, with more monthly AI credits. Adds custom tools Enterprise Included, with the most monthly AI credits - Credit amounts per plan and the top-up price are on Pricing & Plans > Captain AI credits. How credits are used is on Captain AI credits and usage. - Role: only administrators can create or change assistants, documents, FAQs and tools. Agents can view assistants, try them in the Playground, review FAQ suggestions, and use Copilot. - Self-hosted: Captain is included in the Premium and Enterprise self-hosted plans, with your own OpenAI key. See Enable Captain on self-hosted. - Free trial: Captain is not available during the free trial. How to check you have it Look for Captain in the left sidebar. If you click it and see Upgrade to use Captain AI, your account is on the Hacker plan. An administrator can upgrade from Billing. Set up & try The usual order: 1. Set up a Captain assistant and connect your inboxes, then test it in the Playground. 2. Add documents to Captain's knowledge so it knows your product. 3. Optional: Control who Captain replies to and when,Set Captain's guardrails, guidelines and scenarios, Set up custom tools for Captain. Self-hosted admins start with Enable Captain on self-hosted. Get value - Keep knowledge current: review FAQ suggestions every week. See Add FAQs and review FAQ suggestions in Captain - Watch the assistant's Overview for Knowledge coverage and how many conversations it handled. - Hand a conversation to the assistant yourself: pick it in the conversation's assignee dropdown. See Set up a Captain assistant and connect your inboxes - Check credit usage in Billing. See Captain AI credits and usage. What changes in other features when Captain is on - Website live chat: the "we are away" message is not shown while the assistant is answering. - Continue conversations by email: the email prompt is not shown unless the assistant hands off. - Inbox greeting: the inbox's greeting message is not sent while the assistant is handling the conversation. If the assistant replies to everyone (audience set to Everyone), customers in its inboxes do not see the greeting. - Lesson 5 in Start here walks through Captain end to end. See Lesson 5: AI actions. Troubleshoot If Captain is not replying, giving wrong answers, or not learning, go to Troubleshoot Captain.
🔎 Advanced features explainedWhat is Human Agent tag in Instagram/Messenger channel
The Human Agent feature enables businesses to respond to user messages outside the standard 24-hour messaging window. When a human agent applies the human_agent message tag, they can reply to users' messages within 7 days of the last user message. This feature is particularly useful in scenarios where issues need more time for resolution. Common use cases include: - When the business is closed (e.g., weekends or holidays) - Complex customer inquiries requiring more than 24 hours to resolve While HUMAN_AGENT permission is already enabled for our cloud instance, self-hosted installations must undergo and pass the App Review process to access this feature. Please read more about this here.
WhatsappWhatsApp usernames and Business-Scoped User IDs in Chatwoot
WhatsApp is rolling out usernames for people who want to chat with businesses without sharing their phone number. When this happens, a WhatsApp contact in Chatwoot may show a username, or may not show a phone number at all. Chatwoot supports receiving and replying to BSUID-only WhatsApp conversations. Your team can continue receiving and replying to WhatsApp messages even when WhatsApp does not share the customer’s phone number. What this means for your team For agents, day-to-day work stays the same. New WhatsApp conversations continue to arrive in Chatwoot, and agents can reply from the conversation as usual. The only visible difference is that some contacts may not have a phone number. If WhatsApp provides a username, Chatwoot can show that username on the contact. If the customer had older conversations with your team using a phone number, those conversations may appear under Previous Conversations. What is a BSUID? BSUID stands for Business-Scoped User ID. It is the WhatsApp identity that lets a business keep messaging a customer when their phone number is not available. When replying from the Chatwoot dashboard, agents do not need to copy, store, or manage BSUIDs manually. Chatwoot uses the active WhatsApp identity associated with the conversation. How replies work Chatwoot replies using the active WhatsApp identity on the conversation. If WhatsApp provides a phone number, Chatwoot can use it. If WhatsApp does not provide a phone number, Chatwoot uses the BSUID provided by your WhatsApp provider. This keeps the current conversation replyable while preserving older conversation history. WhatsApp Cloud API inboxes For WhatsApp Cloud API inboxes (Quick setup or manual), Chatwoot supports contacts who only have a BSUID. Agents can receive and reply to these conversations from Chatwoot. Supported WhatsApp message types can continue to work with BSUID-only contacts, including normal replies, supported templates, interactive messages, and attachments. - Templates: authentication templates (one-time codes) cannot be sent to a contact without a phone number. - Campaigns: Chatwoot sends to the contact's phone number if it has one, and to their BSUID if it does not. A contact with neither, or with more than one BSUID in that inbox, is skipped. Twilio WhatsApp inboxes For Twilio WhatsApp inboxes, Chatwoot supports the WhatsApp identity information sent by Twilio, including BSUID information when it is available on the Twilio account. Twilio support can depend on Twilio’s own WhatsApp capabilities and rollout status. If a message does not deliver, check the exact Twilio delivery status or provider error. Asking for a customer’s phone number On WhatsApp Cloud API inboxes, agents can ask a contact who has no phone number to share it. In the conversation, click Ask the customer to share their WhatsApp phone number in the reply box. - Within 24 hours of the customer's last message, Chatwoot sends the request as a normal message. After that, you need an approved template with a button that asks for contact information. - You can have only one request waiting at a time. The button then shows Contact information request pending. - This is not available on Twilio inboxes. The customer controls whether they share it. If they share their number, Chatwoot updates the contact when the response safely matches the current WhatsApp conversation. If the shared number appears to belong to another contact, Chatwoot marks it for review instead of merging it automatically. The request shows as Waiting for contact information, then Phone number shared, or Phone number needs review if the number belongs to another contact. Using custom integrations and the API When sending another message in an existing conversation, use that conversation’s message endpoint. Chatwoot sends through the WhatsApp identity already associated with the conversation. When creating a conversation through the API, source_id selects the contact’s messaging identity within the inbox. A contact may have both a phone-number identity and one or more BSUID identities. These should not be treated as interchangeable. Selecting a different identity can create a separate conversation, even when Lock to single conversation is enabled. That setting reuses conversations within the selected identity; it does not combine conversations across identities. Avoid choosing the first or last entry in contact_inboxes without checking its identity and inbox. To continue an existing exchange, retain its conversation ID rather than creating another conversation using a different source_id. Existing conversations are not automatically merged when another identity is used.
🔎 Advanced features explainedHow to create interactive messages?
Chatwoot lets you create interactive message types like cards and forms inside your Chatwoot Web Widget using the APIs. You can create these messages using the New Message API. Payload Samples​ Use the following payload samples as the values to create various interactive messages. 1. Options​ { "content": "Select one of the items below", "content_type": "input_select", "content_attributes": { "items": [ { "title": "Option1", "value": "Option 1" }, { "title": "Option2", "value": "Option 2" } ] }, "private":false } 2. Form​ { "content": "form", "content_type": "form", "content_attributes": { "items": [ { "name": "email", "placeholder": "Please enter your email", "type": "email", "label": "Email", "default": "xyc@xyc.com" }, { "name": "text_aread", "placeholder": "Please enter text", "type": "text_area", "label": "Large Text", "default": "Sample text" }, { "name": "text", "placeholder": "Please enter text", "type": "text", "label": "text", "default": "sample input" }, { "name": "select", "label": "Select Option", "type": "select", "options": [ { "label": "🌯 Burito", "value": "Burito" }, { "label": "🍝 Pasta", "value": "Pasta" } ] } ] }, "private": false } 3. Cards​ { "content": "card message", "content_type":"cards", "content_attributes":{ "items":[ { "media_url":"https://assets.ajio.com/medias/sys_master/root/hdb/h9a/13582024212510/-1117Wx1400H-460345219-white-MODEL.jpg", "title":"Nike Shoes 2.0", "description":"Running with Nike Shoe 2.0", "actions":[ { "type":"link", "text":"View More", "uri":"google.com" }, { "type":"postback", "text":"Add to cart", "payload":"ITEM_SELECTED" } ] } ] }, "private":false } 4. Articles​ { "content": "articles", "content_type": "article", "content_attributes": { "items": [ { "title": "API start guide", "description": "A random start api guide", "link": "http://google.com" }, { "title": "Development docs", "description": "Development docs and guidelines", "link": "http://google.com" } ] }, "private":false }