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Group your contacts into custom segments.
With Chatwoot, you can sort and filter your contacts using different categories by using advanced filters. You can save these filtered contacts as segments, appearing in the secondary sidebar under the "Segments" section. This feature helps save different groups of contacts based on your requirements and access them readily. How to create Contact Segments? Step 1. Start by filtering your contacts. Select "Contacts" from your sidebar and click the "Filter" button. Step 2. A modal will pop up, which lets you select the filter type, the operator (equal to, not equal to, contains, does not contain), and the value. You can join multiple filters together. Here is an example: Click the "Submit" button to apply the filter to your contacts. Step 3. You will now be able to see a "Save filter" button in the header of the contact page. Click on it. A modal will pop up, asking Do you want to save this filter?. Give a name for your filter and click the "Save filter" button. Your segment has been created. How to view a saved Contact Segment? You will be able to find your saved segment in the secondary sidebar. You can click on it anytime to quickly view the contact group. How to delete a saved segment? To delete a Contact Segment, open it and select the "Delete Filter" option from the header. Confirm deletion.
đź“Š ReportsHow to read Conversations Reports?
The conversation report is an overview about all your conversations across a time-period. With the Conversations Report, you can learn significant metrics about the health of your conversations, like the volume of messages, First Response Time, Resolution Time, Resolution Count, etc. Metrics The following are the metrics that are shown in the report Conversations Counts the number of conversations daily/weekly etc, it only counts conversations created in that time-period. So if a conversation is re-opened from a previous time-period it’s not included. The heatmap in the overview report can provide you with deeper insights into conversations created. Messages received The number of messages received across all channels in a given time period. Messages sent The number of messages sent from the account in a given time period. The count includes messages sent by both bots and agents. First Response Time First Response Time or FRT is the average time a human agent takes to reply to a message over conversations created during a particular time period. The first response is calculated as a the time difference between the creation of the first human message and the last non human activity, this is usually when the conversation is opened. or when it's handed off to a human agent by a bot. Resolution Time The resolution time is the average time it takes for a conversation to be resolved, over conversations created during that time period. The resolution time is calculated as a difference between the time when the conversation was first opened and the time it was resolved. Please note that this does not consider reopens as separate conversations, if a conversation was re-opened and resolved later the resolution time will increase. Resolution Count Resolution count is the the number of conversations resolved on a particular day in a time period. Customer waiting time The amount of time customers had to wait for a message from your account. This is similar to FRT, but calculated over all outgoing messages. The higher the number, the slower your team responds to individual messages More Reports Often it is useful to read these numbers filtered over particular team or an agent, you can open one of the following reports from sidebar and view them - Agents: This report is great to monitor the productivity of individual agents and find areas of improvement. - Labels: Labels is extremely useful in categorising the kind of conversations you are receiving. Once setup correctly, this reports provides you insights of teams productivity on specific kinds of conversations. This helps you find gaps in your agents knowledge and areas of improvements in your help-center as well as bots. - Inbox: This report is helps you monitor the metrics of a particular inbox and find trends in the distribution of conversations, how effective is the response and resolution of these conversations. - Team: This report is great to monitor the productivity of a particular team and find trends as well as areas of improvement in your responses for each teams.
WhatsappTroubleshoot WhatsApp onboarding issues
This guide has moved. The latest troubleshooting steps are in Troubleshoot WhatsApp.
WhatsappWhatsApp calling
Customers can call your business from WhatsApp, and agents answer in their browser. Agents can also call customers who have agreed to receive calls. Plan & access - Chatwoot Cloud: Business plan and above. Self-hosted: a paid plan with Enterprise Edition, from v4.15.0. Installing the Enterprise Edition build alone does not enable it. See Pricing & Plans. - Inbox: WhatsApp Cloud API only. Both connection methods work, Quick setup and manual setup. Not available for Twilio or 360dialog WhatsApp inboxes. - Your number must be enrolled in Meta's WhatsApp Business Calling API. Meta's current requirements include a daily messaging limit of at least 2,000 unique recipients for your number. Check the full, up-to-date list in Meta's Calling API requirements, and your current limit in Meta's messaging limits guide. - Where calls work: customers can call you from any country where WhatsApp Cloud API is available. Calls you start are not available everywhere: Meta currently excludes some countries, including the United States and Canada, and your business number's country code must be supported. See Meta's country availability for calling. - Call charges: Meta, or your WhatsApp Business Solution Provider if it bills you, charges for calls separately from your Chatwoot plan. Meta does not charge for calls customers make to you; calls you start are charged. See Meta's Calling API pricing. - Administrators turn it on. Agents in the inbox take and make calls. How to check you have it: open the inbox settings. A Calls tab means calling is available for your account. Turn on calling New inbox: go to Settings › Inboxes › Add Inbox › WhatsApp Call and complete Quick setup. Chatwoot turns calling on during setup. Existing inbox: 1. Go to Settings › Inboxes, open your WhatsApp inbox and go to the Calls tab. 2. Turn on Enable WhatsApp Calling. 3. Optional: edit the Call permission request message that customers see when you ask to call them. 4. Optional: set the other toggles on the Calls tab: - Allow incoming calls: when off, incoming calls are declined automatically, agents are not notified and no conversation is created. Outgoing calls still work. - Record calls: attaches each call's recording to the conversation. - Transcribe recordings: shown when recording is on. Adds a transcript using Captain, and needs audio transcription turned on for your account. If you see Voice calling couldn't be turned on for this number, Meta refused to turn calling on. Chatwoot shows this same message whatever Meta's reason was, so do not assume the number is not enrolled. Check the number against Meta's requirements above (enrolment, messaging limit, country). If they all look right, contact support with the inbox name so the team can look up the exact error Meta returned. Before your first call: each agent must allow microphone access for Chatwoot in their browser. Test it: from another phone, open WhatsApp, find your business and tap call. A call notification should appear in Chatwoot. Taking and making calls - Incoming: a call window shows the caller's name and number, and their city and country when Chatwoot knows them. Otherwise it shows the inbox name. Agents can Join call or Reject the call. Dismiss (✕) hides the window for you only. It does not decline the call, so other agents can still answer. - Outgoing: in a conversation, click Start WhatsApp call. If the customer has not agreed to receive calls, Chatwoot sends them a call permission request instead: Sent a call permission request to the contact. Try again once they accept. Once they accept, call again. See Call permission below. - Other ways to call: click Call back under a missed or declined call in the conversation, or click Call on the contact's details page. - Call states shown in the conversation: Incoming call, Outgoing call, Call in progress, Call ended, Missed call, No answer. - Recordings are attached to the conversation when available. Transcripts are added if your account has Captain audio transcription turned on, and use Captain credits until they run out. See Captain AI credits and usage. Call permission You can only call a customer who has given your business permission to receive calls. Customers who call you do not need permission. - How Chatwoot asks: when you click Start WhatsApp call without permission, Chatwoot sends a WhatsApp message with your Call permission request message and an option to accept. The customer accepts or declines in WhatsApp. - The 24-hour window must be open: this request is a normal WhatsApp message, so it only reaches the customer if they messaged you in the last 24 hours. Chatwoot does not check this and shows the request as sent either way. If the window is closed, send an approved template first, wait for the customer to reply, then call. - Limits and expiry: Meta limits how often you can ask the same customer and decides how long their permission lasts. See Meta's call permission rules for the current limits. Who gets the call - Assigned conversation: only the assignee's call window rings, whatever their availability status. - Unassigned conversation: inbox agents who are set to Online ring. - No one online: all inbox agents and all administrators ring. The first agent to join takes the call. If the conversation has no assignee, the agent who joins is assigned to it. When an agent starts a call, the conversation is assigned to them if it has no assignee. Good practice - Ask for call permission early in the conversation, not at the moment you need to call. - In unassigned conversations, only inbox agents set to Online ring, so keep agents who take calls online. In assigned conversations, only the assignee rings, so reassign the conversation if the assignee is away. Troubleshoot Symptom Likely cause What to do No Calls tab Your plan does not include calling (Business and above), or the inbox is not WhatsApp Cloud API Check your plan in Pricing & Plans and your connection method in WhatsApp in Chatwoot Voice calling couldn't be turned on Meta refused to turn calling on. Often the number is not enrolled in the Calling API, but it can also be the messaging limit or country Check Meta's calling requirements, ask Meta or your provider to enroll the number if needed, then try again. If it still fails, contact support with the inbox name Agent cannot hear or be heard The browser has no microphone permission Allow microphone access for Chatwoot in the browser settings, and check the right microphone is selected Call permission request already sent recently The customer has not answered the last request Wait for the customer to accept before trying again Permission request shows as sent, but the customer never got it The 24-hour customer service window was closed Send an approved template, wait for the customer to reply, then call again For Meta error codes and other WhatsApp problems, see Troubleshoot WhatsApp.
đź’« Best practicesWorking with keyboard shortcuts
To enhance your productivity, you can work with keyboard shortcuts. These shortcuts let you perform quick actions like opening a conversation, resolving a conversation, toggling the sidebar, going to Settings, and more. To display a list of available keyboard shortcuts, press "CMD + /" or "Win + /" on your keyboard. Or, select "Keyboard Shortcuts" from your Profile Settings menu. List of Keyboard shortcuts in Chatwoot
⚡ Apps and IntegrationsHow to answer conversations from Slack?
If your company/account/project uses Slack as a communication medium, you can integrate Slack with Chatwoot to manage all the inbox conversations in your slack workspace. To start the quick setup, follow the steps explained below. If you are using a self-hosted Chatwoot instance, please follow this guide. How to integrate Slack with Chatwoot? Step 1. Go to Settings -> Integrations -> Slack -> Connect. Step 2. Enter your Slack workspace URL as prompted. Step 3. Review the permissions and allow the Chatwoot app to access your Slack workspace. Step 4. You will be redirected to the setup screen, where you will be able to see a list of your Slack channels (public and private). (For private channels, see the section below) You need to select a channel of your choice from the dropdown menu where you want to receive your Chatwoot conversations. Click the Update button. Now, the integration is complete. Important note If you have connected Slack before September 2023, you would not have had the option of selecting a specific Slack channel to manage your conversations from. If you would like to change that and select a specific channel of your choice, you will need to delete your existing Slack integration from the Chatwoot app and connect it again. FAQ Q. I am replying to a message, but it's not showing up in the Chatwoot inbox. A: When you reply to the message, reply under the same thread. Each thread represents a separate conversation, so to show your reply to the same message, you should reply under the thread. We use thread ID to verify the separate conversation. Supported features Answer from your agent profile When you reply to a conversation from Slack, the customer receives the reply from your Agent profile in Chatwoot. Create private notes from Slack You can create a private note in Chatwoot from Slack. If you prefix a message with "note:", it converts into a private note and notifies any tagged agents. Here is an example: How to add Chatwoot to private channels? Chatwoot won’t be added to your private Slack channels by default. You’ll need to add it manually. Here’s how to do it: Step 1: After you authenticate with Slack, you’ll be redirected to a page in Chatwoot where you can select the required channel. Step 2: Go to Slack and open the private channel you want to connect. Click on the user icons at the top of the channel. Go to Integrations → Add apps. Step 3: Search for Chatwoot. You’ll see the Chatwoot app in the list. Step 4: Click on Chatwoot to add it to the private channel. You’ll see a confirmation message saying that Chatwoot has been added. Step 5: Go back to the Chatwoot app and refresh the page. The channel should now appear in the list. Select the channel and complete the integration. Note: If it still doesn't work, connect the Slack integration with a public channel, then remove the integration from the Chatwoot side and reconnect it again.
đź“ž Voice ChannelsVoice Calling in Chatwoot
Talk to your customers by voice, right from the same inbox where you already handle chats. https://www.youtube.com/watch?v=h_ei5H44BL8 This guide is in three parts: 1. What voice calling is and how it helps: overview on voice calling feature 2. Connecting a voice channel: setup for each provider (Twilio and WhatsApp) 3. Using voice calling day to day: answering, assignments, who gets rung, and what happens after a call 1. What voice calling is and how it helps Voice calling lets your agents make and receive phone calls inside Chatwoot, without juggling a separate phone app. A call lives in the same place as the rest of the conversation, so the chat history, contact details, notes, and the call all sit together in one timeline. 1.1. Why teams use it - One screen for everything. When a customer calls, the agent already sees who they are and what they've talked about before, no asking them to repeat themselves. - No phones to manage. Agents talk through their browser using a headset or the computer's mic and speakers. There's no additional overhead of any new softwares or browser extensions. - Every call is on the record. Each call automatically becomes a message in the conversation, showing whether it was answered, how long it lasted, who picked it up, and, when available, a recording you can replay and a written transcript you can read. - The team shares the load. An incoming call rings the right available agents at once, so customers reach a real person quickly. 1.2. Different ways to receive a call Chatwoot supports voice through two providers. You can use either or both: Provider Best for How the customer reaches you Twilio Voice A traditional business phone line Customer dials your phone number from any phone WhatsApp Calling Businesses already on WhatsApp Customer taps "call" on your business inside the WhatsApp app Note: Voice calling is a premium feature. It must be enabled on your account (the Voice Channel feature) before the options below appear. If you don't see voice settings, contact your account admin or your Chatwoot provider. 2. Connecting a voice channel Setting up voice is an admin task, done once per inbox. Pick the section that matches the provider you want. 2.1. Twilio Voice (a phone-number line) Please follow along this article to setup Twilio Voice: Connecting Twilio voice channel 2.2. WhatsApp Calling Please follow along this article to setup WhatsApp Calling: Connecting WhatsApp voice channel One requirement for agents: their browser must have microphone permission granted for Chatwoot. 3. Using voice calling day to day Once an inbox has voice enabled, calling works the same way for agents no matter which provider is behind it. 3.1. Receiving an incoming call When a customer calls, a floating call widget pops up in the corner of the screen for the agents who should answer, and a ringtone plays. The card shows the caller's name, number, and (when known) their location, plus which channel the call came in on. From that widget an agent can: - Join call: answer and start talking by clicking the green call accept button. - Reject: decline the call (the caller is no longer ringing this agent) by clicking the red call reject button. - Dismiss: quietly hide the popup on this screen without rejecting the call, so other agents can still pick it up. You can do this by clicking the cross button on the top right of the widget. If a teammate (or the same agent in another browser tab) has already grabbed the call, the widget shows "Being handled in another tab" so two people don't answer the same call. While connected, the widget shows a running timer and these controls: - Mute mic / Unmute mic: turn the agent's microphone off and on by clicking in the green mic button. - End call: hang up by clicking on the red call end button. - Go to conversation thread / View chat history: jump to the full conversation while staying on the call by clicking on the "Go to conversation thread" link at the bottom of the widget. This makes it easier for the agent can see the previous history of the conversation or get more details about the contact. 3.2. Notification and call assignments Chatwoot rings the people most likely to help, it does not ring everyone blindly. For an incoming call, it rings in this order of priority: 1. The assigned agent, if the conversation already has one, only they are rung. 2. Otherwise, the online agents in that inbox, everyone who is available gets the call notification at once. 3. Otherwise, all online admins on the account, a last resort so no call goes unanswered. A few rules that follow from this: - Only available (online) agents get a ringing popup for incoming calls. Agents who are offline or busy are skipped. - First to answer wins. There's no queue or round-robin, whoever picks up first takes the call, and for the others it stop ringing and the call notification goes away. - The call is auto-assigned to whoever answers. The conversation becomes theirs, so follow-up stays with the person who handled it. - Outbound calls always belong to the agent who started them. 3.3. Call states (what the labels mean) Every call moves through a simple lifecycle, and the conversation reflects it: What you see Meaning Incoming call / Outgoing call The call is ringing Call in progress Connected and talking Call ended Finished normally No answer ( Contact didn't pick up) Outbound call the customer didn't answer Missed call  ( No agent picked up) Incoming call nobody answered Declined by {agent} An agent rejected the call 3.4. After the call When a call ends, it's saved as a call entry in the conversation timeline, so there's a permanent record. Depending on your setup, that entry can include: - Call summary: Direction (incoming/outgoing), the final status, how long it lasted, and which agent answered (e.g. "You answered", "{agent} answered", or "They answered"). - Recording: For Twilio calls a recording is captured automatically and attached so you can replay it. For WhatsApp calls a recording is attached when it is available. - Transcript: If your account has AI transcription enabled (the Captain integration, subject to available quota), the recording is turned into readable text right inside the call entry, with a Show more / Show less toggle for long calls. A missed or declined call still leaves an entry (e.g. Missed call - No agent picked up), and the agent can use Call back from the conversation to return it. 3.5 Starting an outbound call When an agent misses a call, Chatwoot provides the ability to seamlessly do a callback to the customer from the dashboard. From inside a conversation, the agent can use the call button in the conversation header: You can also start a call from the contact info screen also. Quick troubleshooting - No voice settings appear. The Voice Channel feature isn't enabled on your account — ask your admin or Chatwoot provider. - WhatsApp calling won't turn on. The number isn't enrolled in the WhatsApp Business Calling API yet, or the inbox isn't a WhatsApp Cloud inbox. Onboard the number with Meta / your provider and try again. - The call connects but there's no sound, or it won't start. Check hat the browser has microphone permission for Chatwoot, and that a headset/mic is selected. - A customer says they can't call your WhatsApp number. They may not have accepted the call permission request yet — they'll get one when an agent tries to call, and calls work once they accept.
⚡ Apps and IntegrationsConnect your Shopify store
If your company, account, or project uses Shopify as a tool, you can integrate it with Chatwoot to see all orders for a particular contact. The support agents can view the orders, their status and the link to the order page on the conversation sidebar. This integration enables order tracking and provides customer service teams with crucial order information without leaving the Chatwoot interface. Agents can quickly access order details including shipping status, payment information, and product specifications directly from the conversation sidebar. New connections through the official Chatwoot Shopify app are temporarily unavailable. To connect a new store, contact Chatwoot support to enable custom-app setup, then follow our Connect your Shopify store using your own app guide. Step 1. Go to Settings → Integrations → Shopify. Click on the "Configure" button Step 2. Click the Connect button. Step 3. Enter your Shopify store URL and click the Confirm button. Step 4. You will be redirected to the Shopify page. Click on the Install App button. Step 5. Once complete, you'll be redirected to the Chatwoot dashboard. Voilà ! You can now use Shopify in your Chatwoot account. Supported Features Chatwoot displays all orders for contacts whose phone number or email matches their Shopify record.
🔥 CaptainWork faster with Captain Copilot
Discover Copilot is an AI helper for agents, inside each conversation. Ask it to summarize, draft a reply, review tone, translate, or look something up. Plan & access: Startups, Business or Enterprise Pricing & Plans. Any agent can use it, in any inbox. There is nothing to turn on per inbox. Each Copilot request uses Captain credits. Set up & try Before you start - At least one Captain assistant. Copilot uses an assistant's knowledge when it looks things up. Copilot also searches your help center articles if you have permission to manage the knowledge base. The assistant does not need to be connected to an inbox. For AI that helps agents but never replies to customers, create an assistant and do not connect it to any inbox. See Set up a Captain assistant and connect your inboxes. Use Copilot 1. Open a conversation. 2. On the right, open the Copilot tab. 3. Pick a starter from Try these prompts (Summarize this conversation, Suggest an answer, Rate this conversation), or type your own request. Outside a conversation, Copilot offers High priority conversations and List contacts instead. 4. If you have several assistants, use Select Assistant to choose whose knowledge to use. 5. When Copilot drafts a reply you like, click Use this to put it in the reply box. Edit, then send. 6. Click Reset to start over. Test it Open a real conversation, choose Suggest an answer, and check the draft uses your product knowledge. Get value - Be specific: "Write a polite reply explaining the delay and offering delivery on Friday" works better than "reply". - Always read a draft before sending. Copilot suggests; the agent decides. - Use Show steps to see how Copilot reached an answer. - Suggest an answer in Copilot uses the selected assistant's full setup: its description, response guidelines, guardrails and FAQs. Suggest a reply in the reply editor uses only FAQs (from the inbox's connected assistant, or all approved FAQs in the account), not guidelines or tone. - Editor actions such as rephrase and summarize are separate AI features. - To get suggested labels or a priority for a conversation, use Suggest with Captain in the conversation sidebar. Troubleshoot Symptom Likely cause What to do No Copilot tab Account is on Hacker (free), or Captain is not enabled See Get started with Captain AI "You are out of Copilot credits. You can buy more credits from the billing section." No credits left Buy credits in Billing , or wait for renewal "There was an error generating the response. Please try again." Temporary error Try again Answers ignore your docs Wrong assistant selected, or it has no documents Use Select Assistant ; add documents More causes: Troubleshoot Captain.
🪵 Other channelsHow to setup an SMS channel?
You can set up your SMS channel inbox through two providers: 1. Twilio 2. Bandwidth Creating an SMS inbox Follow the steps below. Step 1. Open your Chatwoot dashboard. Go to Settings → Inboxes → Add Inbox. Step 2. Click on the "SMS" icon. Step 3. Choose your API provider and configure the inbox. Explained below are both options. Choosing "Twilio" as the API provider If you want to use Twilio to set up your SMS inbox, choose that from the dropdown. It will display the required fields as explained below. These are the inputs required to create this channel: Click Create Twilio Channel after filling in the information. Configuring Chatwoot with Twilio Studio​ If you use Twilio Studio for a custom conversation flow, updating the webhook URL directly will break your existing integration. For such cases, you can navigate to the "Twilio Studio" section in this doc. Choosing "Bandwidth" as the API provider If you want to use Bandwidth to set up your SMS inbox, choose that from the dropdown. It will display the required fields as shown below. Click Create Bandwidth Channel after filling in the information. Once you are done with this step, proceed with adding agents. Step 4. "Add agents" to your inbox. You have successfully created an SMS inbox. You will start receiving the messages in your Chatwoot dashboard. Also, see: Sending an SMS campaign to a group of contacts.