Search Results for 'wordpress'
Found 143 results
How does sorting work?
When managing conversations in Chatwoot, sorting helps prioritize and organize messages efficiently. There are four available sorting options:Ā Latest Activity, Creation Time, Priority, and Pending Response. Each sorting method serves a specific purpose in streamlining communication. Sorting by Latest Activity Sorting byĀ latest activityĀ ensures that conversations with the most recent interactions appear at the top. This means: - The conversation with the latest activity (such as a new message or update) will be listed first. - Older, less active conversations will be positioned further down. - This option is useful for staying engaged with the most recent and active discussions. Sorting by Creation Time Sorting byĀ creation timeĀ organizes conversations based on when they were initiated. When sorted by the latest created attribute: - The most recently created conversation appears at the top. - Older conversations are pushed further down. - This method helps prioritize older conversations that may need attention first. Sorting by Priority Sorting byĀ priorityĀ helps focus on the most critical conversations first. However, not all conversations will have a priority assigned. The sorting hierarchy is as follows: 1. Urgent conversationsĀ appear at the top. 2. Followed byĀ higher priorityĀ conversations. 3. Then,Ā medium priorityĀ conversations. 4. Lower priority conversations are listed next. 5. ConversationsĀ without a priority assignedĀ are placed at the end. This sorting method is ideal for ensuring that high-priority issues are addressed promptly. Sorting by Pending Response Some conversations may be waiting for a response from an agent. Sorting byĀ pending responseĀ arranges conversations based on wait time: - Conversations that have beenĀ waiting the longestĀ will appear at the top. - Conversations with shorter wait times follow. - ConversationsĀ not waiting for a responseĀ are listed at the bottom. This method is beneficial for handling unattended conversations efficiently and minimizing response delays.
š Features explainedHow to use omnichannel message signature?
A personal message signature serves as a comprehensive sign-off that you can include at the end or in the footer of your messages. In Chatwoot, you can use your message signature across all inboxes and not be limited to emails only. To create and use yours, follow the simple steps described below. Crafting your personalized message signature Every agent in Chatwoot can make their own message signature. Follow the following steps. Step 1. Click your profile icon from the bottom left of your dashboard, and go to 'Personal Settings'. Step 2. Scroll down to the second section of the page called 'Personal message signature'. Use the rich text editor here to craft your signature. Utilize the various formatting options, emoji, and image upload option to craft a valuable signature. Step 3. Click the 'Save message signature' button to lock your settings. Using your message signature You can fully control the behavior of your message signature from Chatwoot dashboard. Your signature is enabled by default. When chatting with a customer, you have the following three options. Send the message You can type your message, and go about your regular workflow. The message signature will automatically keep getting appended to all of your messages. Edit signature before sending If you need to edit the signatureāāsay, remove your phone number, or delete the signature altogetherāāyou can do it using the message text editor. Once done, hit the 'Send' button. Disable signature If you don't want to append the signature with your messages, simply disable it using the same signature button. Important: Inbox-wise signature capabilities Message signatures vary in appearance across different inboxes because of the distinct limitations imposed by various channel APIs. Specifically, in-line images will be visible exclusively in Email, website live chat, and API inboxes, where both text and images are supported. Conversely, all other inboxes will only accommodate the textual components of the signature.
š„ CaptainSet Captain's guardrails, guidelines and scenarios
Discover Three sets of rules shape your assistant: Guardrails decide which questions it answers, Response Guidelines decide how its replies sound, and Scenarios tell it what to do in specific situations. Plan & access: Startups, Business or Enterprise Pricing & Plans. Administrators edit them. They are part of every Captain account, on every paid plan. Rule set Use it for Example Guardrails Keeping the assistant on topic and away from off-limits questions "Do not give legal or medical advice." Response Guidelines Tone, length and structure of replies "Keep replies under three sentences. Be friendly, not formal." Scenarios Step-by-step handling of a situation, optionally using a custom tool "When a customer asks for a refund, ask for the order number, check it with the order lookup tool, then hand off." Set up & try Before you start - An assistant. See Set up a Captain assistant and connect your inboxes. - For scenarios that call your systems, a custom tool. See Set up custom tools for Captain. Add guardrails and response guidelines 1. Go to Captain, open the assistant, and go to Settings. 2. Open Guardrails or Response guidelines. 3. Click Add a guardrail or Add a response guideline, type the rule as one short sentence, and click Create. 4. To add rules from the examples, type in the box under the examples and click Add and save (āµ), or press Enter. 5. To change a rule, click its pencil icon, edit the text, and press Enter. Add a scenario 1. Go to Captain, open the assistant, and go to Scenarios. 2. Click Add a scenario and fill in: - Title: a short name, for example "Refund request". - Description: when this scenario applies. - How to handle: what the assistant should do, in plain steps. To use a tool in a step, type @ and pick it from the list, for example Handoff to Human or one of your custom tools. If the scenario should end with your team, add the handoff as the last step. 3. Click Create. 4. To change a scenario, open it, edit the fields, and click Update changes. Test it In the Playground, ask one question each rule should catch (for example an off-topic question, and a refund request). Check the reply follows the rule. Get value - Start small: three to five guardrails and guidelines. Add more when you see a real problem in conversations. - Write rules as instructions to a new team member, not keywords. - Guardrails are instructions to the AI, not a filter. They make off-topic answers much less likely but cannot rule them out, so keep the Handoff message clear. - If a tool used in a scenario is disabled, that scenario may stop working. Chatwoot warns you before you disable it. Troubleshoot Symptom Likely cause What to do Assistant ignores a rule The rule is vague or conflicts with another Rewrite it as one clear sentence; remove conflicts Scenario never runs The situation description does not match how customers ask Describe the situation in customers' own words Scenario stops halfway Its custom tool is disabled or failing Check the tool in Tools No Scenarios item for the assistant Account is on Hacker (free), or, on self-hosted, Captain is not turned on for the account Upgrade, or ask your Super Admin to turn on Captain More causes: Troubleshoot Captain.
š„ CaptainCaptain Overview and reports
Back to Get started with Captain AI. Discover Each assistant has an Overview that shows how it is doing: how many conversations it handled, how many it resolved on its own, why it handed off, and how customers rated it. Plan & access: Startups, Business or Enterprise Pricing & Plans. Anyone who can open Captain sees the Overview. Only administrators can click a number to see the conversations behind it. Set up & try Before you start - An assistant connected to an inbox that has handled some conversations. See Set up a Captain assistant and connect your inboxes. Until an inbox is connected, the Overview shows "This assistant isn't connected to any inbox yet, so it won't respond to conversations." Open the Overview 1. Go to Captain and choose the assistant in the assistant switcher. 2. Open Overview. 3. Choose the period at the top: a number of days, This week, Last week, This month or Last month. The default is This month. What each number means Number What it means Conversations handled Conversations where Captain replied to the customer or handed the conversation to your team Auto-resolution rate The share of handled conversations Captain resolved without help from your team. Higher is better Handoff rate The share of handled conversations Captain passed to your team Reopen rate The share of Captain-resolved conversations that customers came back to later. Lower is better Captain resolutions remained closed The share of Captain-resolved conversations still closed seven days later. Only resolutions at least seven days old are counted Median resolution time The typical time from when a conversation reached Captain until it was resolved Messages per conversation The average number of replies Captain sent in each conversation it handled Saved in agent effort and time An estimate, based on two minutes saved for each public Captain reply The other cards - Captain summary: a short written summary of how the assistant is doing. It appears once there is enough activity. - The flow chart: how handled conversations split into Resolved by Captain, Handed off and Closed with team, and how many Captain resolutions were Reopened in 7d or Stayed closed. - Handoff reasons: why Captain passed conversations to your team: Customer requested, Missing knowledge, Unsupported request, Policy restriction, Tool failure, Pending customer clarification, Usage limit or Unclassified. - Resolution trend: conversations handled and resolved by Captain over the period, compared with the previous period on matching weekdays. - Captain CSAT: the average customer rating for Captain-resolved conversations and Captain-assisted conversations, compared with conversations your team handled alone. - Knowledge coverage: approved FAQs against Suggested FAQs waiting for review. Click Review FAQs to go to the queue. - Usage: Credits and Documents used for the account. Click Refresh usage to update, or Buy more credits. See the conversations behind a number Administrators can click a number, or a handoff reason, to see the conversations behind it. Click Load more for more. The list counts "episodes". A conversation can appear more than once if Captain handled it at separate times, for example after it was reopened. Test it Choose This month, click Handoff rate, and open a few conversations. Check that the handoff reasons match what happened. Get value Use the handoff reasons to decide what to fix first: If this is high Try this Missing knowledge Add documents and approve FAQ suggestions. See Add documents to Captain's knowledge and Add FAQs and review FAQ suggestions in Captain Tool failure Check your tools. See Set up custom tools for Captain Policy restriction or Unsupported request Check your guardrails and scenarios are not too strict. See Set Captain's guardrails, guidelines and scenarios Usage limit The account ran out of credits. See Captain AI credits and usage Customer requested Often expected. If it is very high, check the assistant's answers in the Playground - If Reopen rate goes up, answers may look right but not solve the problem. Read some reopened conversations. - Saved in agent effort and time is an estimate, not a measurement. - For reports across all bots in the account. Troubleshoot Symptom Likely cause What to do "No data available for this period." No inbox connected, or Captain handled no conversations in that period Connect an inbox, or choose another period A period shows "Not enough reporting history yet" The assistant has no data that far back Choose a shorter period Captain resolutions remained closed has no value No resolution in the period is seven days old yet Expected. Check again later Clicking a number does nothing You are not an administrator Ask an administrator A conversation appears twice in a list Captain handled it in two separate episodes Expected Usage numbers look old The card has not refreshed Click Refresh usage More causes: Troubleshoot Captain.
š ReportsHow to read SLA Reports?
Service Level Agreements (SLAs) are contractual arrangements between you and your customers that define the level of service you commit to deliver. Your SLAs specify the expected performance metrics, such as response times, availability, and resolution times, that you have agreed to provide. You can read more about the SLA feature here. You can filter this report based on date, agent, team, SLA policy, label and inbox as well. This will allow you to drill down into specific insights like the "SLA policy performance of the customer success team for the label 'churn-risk'" Metrics The SLA report shows the following metrics Hit Rate The Hit Rate shows the proportion of SLAs that were successfully met out of all SLAs that were applied. It is calculated by subtracting the number of SLA misses from the total number of applied SLAs, then dividing the result by the total number of applied SLAs. A higher Hit Rate indicates better performance in meeting SLAs. Lower percentages indicate room for improvement. Number of Misses This shows the number of SLAs missed out of all the SLAs that were applied. Number of Conversations This shows the number of conversations for which an SLA was applied. Ideally it's good to have a larger coverage of all the incoming conversations. SLA Report Along with the metrics, you can retrieve a log of all the SLA misses on this page You can click the "View Details" button to see a grouped list of all the SLA events that were missed along with a timestamp of when it happened.
š ReportsHow to read the SLA Reports
SLA reports provide an overview of your teams compliance on your agreements, the Hit Rate is the most important metric to track, it measures the percentage of SLAs that we're complied successfully. The higher this hit rate is, the better your compliance is. Filtering You can filter the report based on the following attributes - SLA Policy - Inbox - Agent - Team - Label This allows you to get a comprehensive look of what kind of conversations have the best or the worst hit rate. This can also be useful in tracking the performance of the team and agents. You can also filter the report based on a date, this makes it easy to find the hit-rate of a particular team every quarter, and track historically how this metric has changed. Conversation list The conversation list shows the most recent SLA misses, click on the View Details button gives you a summary of the timeline of SLA missed events, it can be used by managers to triage the conversations which have consistently missed their SLAs and being able to take action to ensure that your customers get the desired service in the stipulated time.
š Features explainedHow to assign a priority
Prioritizing conversations is essential for managing your workload effectively, ensuring that you address urgent issues promptly while still handling less critical matters efficiently. Chatwoot's priority feature allows you to assign a priority level to each conversation, making it easy to identify which conversations require immediate attention and which ones can wait. There are four options available to you: 1. Low 2. Medium 3. High 4. Urgent You can quickly assign a priority to each conversation based on its importance and urgency. Setting a priority You can assign a priority from the sidebar, just like you assign teams and labels, see the screenshot below for the steps. Once assigned you can see the priority in the conversation list, as well as an activity in your conversation area as shown below You can also set the priority from the context menu, just right click on the conversation and set the priority. You can also set the priority from the command palette. Open the command palette using CMD + K or Ctrl + K and type "Assign priority" and hit enter. You will find the list of options, select the one that is most relevant and hit enter again. Tips to make the most out of the feature 1. Use the "Urgent" priority judiciously. It should be assigned to the most pressing issues where it is supposed to be handled over everything else. 2. Use automation rules to assign priority based on conditions. For example, you can automatically mark any conversation as urgent if an email subject contains the word security FAQs Do you support custom priorities? Chatwoot does not allow for customized or overly specific priorities. We intentionally designed it this way to avoid the pitfalls of excessive complexity, which can make it more challenging to establish priorities effectively and ultimately lead to lesser or no extra value over the current system. The best workaround this is to use labels or custom attributes. Does conversation priority work with automation rules? Yes, it is possible to assign a priority via automation rules, a priority change condition also exists on the automation rules. Can I create a macro with priority? Yes, just create a new one or edit an existing macro, and add the step "Change Priority" and save it.
š« Best practicesGroup chats with filters, save as folders
You can organize and sort your conversations using advanced filters and save them as folders. These folders show up in the sidebar for quick access to specific conversations within the user's view. To use this feature, follow the following steps. Step 1. Click on the filter icon at the top of the message list. Step 2. A modal will open up, which lets you select the filter type, the operator (equal to, not equal to, present, not present) and the value. Select and apply your filters. Step 3. After applying the filter, you will see all the qualifying conversations. Next, click on the āSaveā buttonĀ at the top of the conversation list panel. Step 4. A modal will open up asking you to name the filter. Your saved filter will now appear as a folder on sidebar. Here is an example: You can access this readily whenever you want to. How to delete a folder? To delete a folder, click the red bin icon, as indicated in the following screenshot. To confirm, click on the āYes, Deleteā button.
ā” Apps and IntegrationsHow to enhance conversations with OpenAI integration?
Engaging with customers demands tireless professionalism. How well you communicate with your customers is usually a huge contributing factor to sales as well as customer retention. Not to mention the effects on brand identity. But, in order to always sound perfectāāyou've got to be a robot. So we brought AI to your dashboard instead. With our OpenAI integration, you can improve your customer conversations as they happen. By integrating AI into your Chatwoot dashboard, you can improve your customer conversations in real-time without sacrificing your unique voice or brand identity. You'll receive AI-powered suggestions that help you refine your messages and communicate more effectively with your customers. Setting up the integration takes less than a minute, and the benefits are immediate. To get started, follow the steps below. How to integrate OpenAI with Chatwoot? Step 1.Ā Go to Settings ā Applications ā OpenAI. Click the corresponding āConfigureā button. Step 2. Click the "Connect" button. A modal will pop up, asking for your OpenAI API key. To get your OpenAI API key, log in to your OpenAI account and visit this link. Once you enter your secret API key, you'll see a success message on the screen. How to use the AI features in Chatwoot? There are three AI-powered features in Chatwoot. The sections below explain how to use them. Reply suggestion with AI The āReply suggestion with AIā feature suggests a possible reply to a message from a customer, helping with fast responses. Follow the steps below to use this feature. Step 1. Go to your Conversations tab from the sidebar and open a conversation that needs a reply. You should be able to see a new option called "Reply suggestion with AI." Here's an example: Step 2. Click the button to see the suggestion. The reply box will be populated with the suggested response. Step 3. Edit your message as you please, and hit the Send button! Improve with AI The āImprove with AIā feature suggests improvements to your message drafts as you compose them. Follow the steps below to use this feature. Step 1. Go to your Conversations tab from the sidebar and open a conversation. Start typing a message in the text box. As you write it, you should be able to see a new option pop up called "Improve with AI." Here's an example: Step 2. Click the "Improve with AI" button to see your options. Select a tone for your message ā professional or friendly. Click the "Generate" button. Based on your tone selection, the AI will rewrite your message and instantly populate the text box with the new message. Continuing the example, this is what it would look like: Step 3. Edit your message as you please, and hit the Send button! Summary with AI The āSummary with AIā feature summarizes conversations in Private Notes within seconds. Follow the steps below to use this feature. Step 1. Go to your Conversations tab from the sidebar and open a conversation. Switch to the āPrivate Noteā tab. You should be able to see a new option called "Summary with AI." Here's an example: Step 2. Click the button. The text editor will be populated with a summary of the conversation. Step 3. Edit your note as you please, and hit the āAdd Noteā button! How to use AI Assist? You can toggle the AI assist by either selecting it from the command bar or clicking the AI Assist button inside the editor. To select a desired feature, simply click on it. Once you have clicked on an option, theĀ Reply Suggestion with AIĀ modal will open, displaying AI-generated content. To insert the content into the editor, click on theĀ Use this suggestionĀ button. FAQsā Are AI Assist results always accurate?ā The results may not always be accurate. While the AI Assist is designed to provide accurate suggestions, it is important for agents to review and verify the suggestions before sending them to customers. Additionally, we are continuously working on improving our AI Assist. Do you support any AI providers other than OpenAIā At the moment, we support only OpenAI. But we are planning to add more providers soon.
šŖµ Other channelsHow to setup a Telegram channel?
Step 1. Go to Settings ā Inboxes ā āAdd Inboxā. Step 2. Click on the "Telegram" icon. Step 3. Create a new telegram bot using TelegramĀ BotFather. Step 4. Enter the API token of the Telegram bot and click on "Create Telegram Channel". Step 5. "Add agents" to your Telegram inbox. The inbox setup is complete. Step 6. Go to the Inbox settings page and verify that the inbox name matches the bot username created using BotFather. Step 7. Send a message to the Telegram bot. Check Chatwoot Telegram inbox for the new message. FAQs Does Chatwoot support Telegram Business Bot accounts? Yes ā support for Telegram Business-mode bots was added in Chatwoot v4.3.0 (18 Jun 2025). How to enable Business Bots? 1. In @BotFather run /business_mode, choose your bot, and confirm. 2. Create a new Telegram inbox in Chatwoot (Settings ā Inboxes ā Add Inbox ā Telegram) and paste the same bot token. 3. Chatwoot auto-detects Business Mode and registers the correct webhook. 4. For best results, keep this Business bot in its own inbox, separate from any standard bot you already use. ļæ¼ Known issues with Business Bot ā¢ 24-hour reply window ā Telegram only lets the bot (and Chatwoot) reply within 24 hours of the customerās last message. ļæ¼ ā¢ If a user has previously chatted with the same bot outside Business Mode, replies may appear to come from the bot rather than the Business account; creating a dedicated Business bot & inbox avoids this confusion. ā¢ The Telegram Business API is currently less feature-rich than the regular Bot API (e.g., no typing indicators, limited message types). Keep expectations accordingly.