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Which cookies are used by Chatwoot?
Chatwoot uses the following cookies. Chat Widget cw_conversation: This cookie lets Chatwoot persist the conversation when the contact navigates through the webpages or revisits the website later. cw_user_{identifier}: This cookie is used to cache the contact details if a contact is identified via the setUser SDK method. Agent Dashboard _chatwoot_session: Used by the Chatwoot Super Admin panel to persist the user session. cw_d_session_info: Used by the Agent Dashboard to store the logged-in user's session.
💬 Website live chatHow to install live chat on a Gatsby website?
If you have a website created on Gatsby, you can add a Chatwoot live chat widget and talk to your visitors in real time. This can be done in 3 simple steps using Chatwoot’s Gatsby plugin. Step 1. Add the Gatsby plugin to your project Add gatsby-plugin-chatwoot to your Gatsby project. npm install --save gatsby-plugin-chatwoot If you are using yarn, use the following: yarn add gatsby-plugin-chatwoot Step 2. Add the plugin to your Gatsby config file // In your gatsby-config.js plugins: [ { resolve: `gatsby-plugin-chatwoot`, options: { baseUrl: "BASE_URL", // Required websiteToken: "WEBSITE_TOKEN", // Required includeInDevelopment: false, // Optional chatwootSettings: {}, // Optional }, }, ]; You can get your Website token and base URL from your Inbox settings in your Chatwoot account. If you need to create a new website channel, follow the procedure illustrated here. Step 3. Start your server You would be able to see the Chatwoot widget on the page now.
WhatsappConnect with WhatsApp Cloud API (manual setup)
Use manual setup if your number is already on the WhatsApp Business Platform (API), you are a tech provider onboarding your own number, you are self-hosted without Quick setup configured, or Quick setup is unavailable. You connect Chatwoot to your own Meta app. Plan & access - Every plan that includes WhatsApp (Startups and above, and the free trial) on Chatwoot Cloud, and self-hosted. See Pricing & Plans. - Administrators only. - Coexistence (keeping the WhatsApp Business app) is not supported with manual setup. If your number is active in the WhatsApp Business app, do not register it through this flow. Use Quick setup with Meta or contact support. Before you start You need three things from Meta. The guided setup in Chatwoot walks you through each one and links to the right Meta screen: - A Meta app with the WhatsApp use case - Your number's Phone Number ID and WhatsApp Business Account ID - A permanent access token from a Meta system user Connect your number 1. Go to Settings › Inboxes › Add Inbox › WhatsApp and choose WhatsApp Cloud. On the Quick setup screen, click manual setup flow at the bottom. (If Quick setup is unavailable, you go straight to manual setup.) 2. Create or select a Meta app. In Meta Developers, create an app (or pick the one you already use for this number), choose to connect with customers through WhatsApp, and select the business portfolio that owns the number. Click My Meta app is ready. 3. Add your phone number and get its IDs. In your Meta app, open the WhatsApp use case and choose API Setup (Use cases › Connect with customers through WhatsApp › Customize › API Setup). On newer apps, go to Basic setup › Production setup and open Register your WhatsApp phone number instead. In Send and receive messages (or Register your WhatsApp phone number), open the From selector and pick your number, or choose Add phone number, complete the business profile and verify with the code Meta sends by SMS or phone call. Meta changes this screen often. The Phone Number ID and WhatsApp Business Account ID are usually shown near the selected From number. Copy the Phone Number ID and WhatsApp Business Account ID, enter them in Chatwoot and click Next. 4. Generate a permanent access token. In Meta Business Settings, select the business portfolio that owns your WhatsApp Business Account, then go to Users › System users. Create an admin system user (or pick one), assign it your Meta app and WhatsApp Business Account with full control, then click Generate token. Select the Meta app you created, set expiry to Never, select whatsapp_business_management and whatsapp_business_messaging, and copy the token. Meta shows it only once. Back in Chatwoot, paste it as the Permanent access token and click Verify details. 5. Review the business name, number and IDs, change the Inbox name if you like, and click Create inbox. 6. Chatwoot checks Number access, Template access, Webhook callback and Webhook subscription, and sets up the webhook in Meta for you. When all four show Verified, click Continue to add agents. Test it: send a WhatsApp message to your business number from another phone. It should appear in Chatwoot. Reply and check it arrives. Keep your token private. Anyone with it can use your WhatsApp connection. If you replace or revoke it in Meta, update it in the inbox's Configuration tab. If a verification step fails Message What to do This access token is invalid or expired Generate a new permanent token (expiry Never ) and try again Template access not verified The token is missing whatsapp_business_management . Messages will work, but templates will not sync. Generate a token with both permissions. Webhook callback or Webhook subscription not verified Click Retry webhook setup . If it still fails, check the system user has full control of the WhatsApp Business Account. If retrying keeps failing, set the webhook by hand: copy the Webhook URL and Webhook Verification Token shown on the finish screen (the token is also in the inbox's Configuration tab). In your Meta app, go to WhatsApp › Configuration , paste both, click Verify and save , then subscribe to the messages field. Enter the Phone Number ID and WhatsApp Business Account ID Copy both from API Setup in your Meta app. They are different numbers. For anything else, see Troubleshoot WhatsApp. What happens next - Templates approved in your WhatsApp Business Account sync automatically. See Templates and the 24-hour window. - Calling works with manual setup too, once your number is enrolled with Meta's Calling API. See WhatsApp calling. Connecting more than one number Yes, you can. Create a separate Chatwoot inbox for each number. The guided setup configures the webhook routing for each one, so there is nothing to wire up by hand.
🔥 CaptainSet up custom tools for Captain
Discover Custom tools let the assistant call your own systems during a conversation, for example to check an order, a warranty or a booking, instead of handing off. Plan & access: Business or Enterprise (Pricing & Plans). On Startups, Tools usually shows Upgrade to use tools with Captain. Each assistant has its own list of tools. Administrators create tools, and only administrators can see the saved credentials. Self-hosted: the Super Admin turns on Custom Tools for the account. Set up & try Before you start - An HTTPS endpoint on a public hostname. Chatwoot blocks plain HTTP, IP addresses, localhost, private networks and .local addresses. - The endpoint must accept the connection within 2 seconds and answer within 20 seconds, with a response of 1 MB or less. - Its credentials, if it needs any. Create a tool 1. Go to Captain > Tools and click Create a new tool. First use the assistant switcher at the top to choose the assistant the tool is for. The form opens in a side panel. 2. Fill in: - Tool Name: short, for example "Order Lookup" (55 characters or fewer). - Description: when the assistant should use it, written like a briefing for a new agent. This decides whether the assistant picks the tool. - Method: GET to read data; POST, PUT or PATCH to send or change data; DELETE to remove something. - Endpoint URL: use {{ parameter_name }} for values the assistant fills in, for example https://api.example.com/orders/``{{ order_id }}. - Authentication Type: None, Bearer Token, Basic Auth, or API Key (with Header Name and Header Value). Use this for credentials. - Headers: click Add Header for fixed headers your API needs on every call, such as an API version or tenant ID (up to 16). Values are sent exactly as typed. Chatwoot sets Authorization, Host, Content-Length, Content-Type and any header starting with X-Chatwoot itself, so you cannot add those. - Parameters: click Add Parameter for each value the assistant should get from the customer. Give a name, type, description, and mark Required if needed. - Add verified email: adds a parameter. Chatwoot puts the email that the customer verified with a one-time code in this parameter. In customer conversations, Captain cannot see or change it. Use this parameter when your API finds the customer by email, for example https://api.example.com/orders?email={{ email }}. A tool can have one verified email parameter. - Require email verification: Captain can use the tool only after the customer verifies their email with a one-time code. If the tool has a verified email parameter, this setting is always on. - Request Body Template (Optional): for POST, PUT or PATCH. This and the response template are under Templates. The request template is a JSON body. It supports Liquid, for example {{ order_id }} for a parameter. - Response Template (Optional): pick out the fields the assistant needs, for example Order {{ response.order_id }} status: {{ response.status }}. Read the API reply through response, for example {{ response.status }}. Leave the template blank to send Captain the raw JSON. 3. Click Test connection, then Create. Test connection works only for endpoints without templates or a request body. For others, test in the Playground. A green result means your endpoint returned a 2xx status: it is reachable and accepted the credentials. Test it Ask a question in the Playground that needs the tool, for example "Where is order 1234?". Check the reply uses real data. Protect customer data A customer can type any email into the widget or the pre-chat form. Some tools return or change the data of one customer, such as orders, invoices or bookings. Turn on email verification for these tools. When Captain calls one of these tools, it asks the customer for their email. Chatwoot sends a 6-digit code to that email, and the customer types it in the conversation. The tool runs only after Chatwoot checks that the code is correct. - A verification applies to one conversation only. It lasts up to 1 hour, or up to 3 hours in email conversations. A new conversation starts without verification. - A code expires after 30 minutes. The customer can try a code 5 times. Chatwoot sends a customer a maximum of 5 codes in one hour. - Require email verification does not control which email the tool sends. If your API gets the email from a normal parameter, Captain can send any email. To make the tool send only the verified email, use Add verified email. - Chatwoot can find signs that a tool uses customer data. If it finds them and the tool has no email verification, Chatwoot shows Save without email verification? before it saves. Click Go back or Save anyway. - In the Playground and in reply suggestions, the user is a team member. Captain fills the verified email parameter. The result tells you if Chatwoot verified that email. - On installed toolsets, administrators can turn Require email verification on or off. Get value - Custom tools work best for lookups with clear inputs, such as an order status, a booking or a record by ID. - Each assistant can have up to 50 tools. Keep the list short anyway: with many tools the assistant is more likely to pick the wrong one. - Adding, editing, turning off or deleting a tool changes it only for the assistant you are viewing. Tools that existed before tools became per-assistant were copied to every assistant, so check each one. - Running several assistants? Give each only the tools it needs. - Turn a tool off with its toggle instead of deleting it. If a scenario uses it, Chatwoot warns you first. See Set Captain's guardrails, guidelines and scenarios. - Chatwoot sends headers with each request. The headers tell your system the account, conversation, contact, assistant and inbox. - X-Chatwoot-Verified-Email contains the email that the customer verified with a one-time code. If the customer did not verify, Chatwoot does not send this header. - X-Chatwoot-Contact-Email contains the email on the contact record. Anyone can type this email. Do not use it to return private data. - X-Chatwoot-Contact-Inbox-Verified is true when identity validation (HMAC) verified the contact. This header does not verify the email. If your system returns private data, check X-Chatwoot-Verified-Email, or turn on email verification for the tool. See How to enable identity validation in Chatwoot?. - If your API returns text written by customers, return only the structured fields you need. Captain reads the reply as-is, so free text can contain instructions it might follow. Troubleshoot Symptom Likely cause What to do Connection failed Endpoint unreachable, not HTTPS, or wrong credentials Check the URL and credentials; make sure it is public HTTPS Connection failed with 401 The credentials are wrong Check Authentication Type and the credentials Connection failed with 403 Your API rejected the request Test requests carry no contact headers, so an endpoint that needs them fails the test. Test in the Playground instead Connection failed with 404 Wrong URL path Check the URL path Connection failed with a timeout Your API took longer than 20 seconds to reply, or 2 seconds to connect Speed up the endpoint URL rejected IP address, localhost or private address Use a public hostname A header is rejected It is a header Chatwoot sets itself, a duplicate, or its value has placeholders Remove it, or move credentials to Authentication Type A tool is missing on another assistant Tools belong to one assistant Switch to that assistant and create the tool there Cannot add another tool The assistant already has 50 tools Delete tools it does not use Assistant never uses the tool Description is vague Rewrite the Description to say exactly when to use it Assistant uses the wrong tool Too many tools or overlapping descriptions Remove or disable tools; make descriptions distinct Slow or no answer, then hand-off Endpoint took over 20 seconds or returned over 1 MB Speed up the endpoint; trim the response with a Response Template Captain asks the customer for a code before it uses a tool The tool requires email verification This is correct. The customer types the code from their email The customer does not get the code The customer got 5 codes in the last hour, or the email is in spam Tell the customer to look in spam, or to wait one hour X-Chatwoot-Verified-Email is missing The customer did not verify, or the verification expired Turn on Require email verification . Captain then asks for a code first More causes: Troubleshoot Captain.
🚀 Chatwoot 101Lesson 1: Your first Chatwoot conversation
Welcome to Chatwoot! This is the first stop in a hands-on series that takes you from a brand-new account to a fully running support desk. By the end of this lesson, you'll have a working website inbox and you'll have replied to your very first customer message. What you'll learn - What Chatwoot is and how it fits into your support stack - What channels and inboxes are, and how they relate - How a customer message becomes a conversation on your dashboard - How to set up a website live chat inbox in under five minutes - How to send your first reply and resolve the conversation You'll need: A Chatwoot account (free trial works) and any website where you can paste a snippet of code. Don't have a site handy? You can test on a local HTML file. What is Chatwoot? Chatwoot is a single dashboard for every customer conversation your business has — email, website live chat, WhatsApp, Instagram, Facebook, SMS, Telegram, and more. Instead of switching between five different apps and losing track of who said what, your team works out of one place, with shared context, history, and tools. Think of it as your team's shared inbox for customers — but with the automation, reporting, and AI helpers a real support team needs. Channels and inboxes (the one concept to understand first) A channel is a type of communication — Email, Website, WhatsApp, SMS, etc. An inbox is a specific instance of a channel that's connected to your account. For example: - "support[@]acme.com" is an email inbox - The chat widget on acme.com is a website inbox - Your +1-555-… WhatsApp number is a WhatsApp inbox You can have as many inboxes as you need, even multiple of the same type (one website inbox for marketing, another for billing). Every message that comes in lives inside an inbox, and every inbox can have its own agents, business hours, greeting, and routing rules. Tip: Don't overthink your inbox layout on day one. Start with one, get comfortable, then split it up as your team grows. How a message becomes a conversation Here's the lifecycle of a single customer message — keep this in mind as you go through the rest of the product: 1. Customer sends a message on one of your channels (e.g. types into your website widget). 2. Chatwoot creates a conversation in the matching inbox. The conversation starts in the Open status or in Pending status if Captain is connected. 3. An agent is assigned — automatically (via assignment policy) or manually. 4. Agent replies from the dashboard. The reply goes back to the customer over the same channel they wrote in on. 5. The conversation is resolved when the issue is handled. It's not deleted — the full history stays searchable, attached to the contact. Conversations have four common statuses: Open, Pending, Snoozed, and Resolved. You'll meet all of them as you go. Set up your first inbox: Website live chat We'll use the website channel because it's the fastest way to see Chatwoot working end-to-end. Step 1 — Open the inbox setup From the dashboard, go to Settings → Inboxes → Add Inbox. Step 2 — Pick "Website" You'll see a grid of channel types. Click the Website icon. Step 3 — Fill in the basics - Website Name — what your customers will see at the top of the chat widget (e.g. Acme Support). - Website Domain — the URL where the widget will live (e.g. https://acme.com). - Widget Color — pick something on-brand. - Welcome Heading & Tagline — the first thing visitors read when they open the widget. Step 4 — Add agents Choose which teammates can reply to messages from this inbox. You can add or remove people later. Step 5 — Install the snippet Chatwoot will hand you a small JavaScript snippet. Paste it into your site's <head> (or just before </body>). Reload your page and you should see the chat bubble in the corner. No website yet? You don't need one to test. Go to Settings → Inboxes, click the gear icon next to your new inbox to open its settings, then open the Configuration tab and click Open in Codepen on the script. A live widget will open in your browser where you can send messages straight away. Step 6 — Send a test message Click the chat bubble on your site, type "Hello from my first visitor!" and hit send. Step 7 — Reply from the dashboard Switch back to your Chatwoot dashboard. The new conversation will appear at the top of your conversation list with an unread badge. Click it, type your reply in the chat box at the bottom, and hit send. The customer will see it instantly in the widget. 🎉 You've just handled your first Chatwoot conversation. A quick tour of the conversation view Once you're inside a conversation, here's what each part does — at a glance: Area What it's for Reply box Send public replies to the customer Private Notes Discuss the conversation with teammates — the customer never sees these Right sidebar Customer details, conversation actions, custom attributes, and previous conversations Conversation actions Assign an agent, change status, snooze, add labels Conversation list (left) Filter by status, assignee, inbox, label, or saved folder You don't need to use any of these on day one. Replying from the chat box is enough to support real customers. Resolving the conversation When you're done helping the customer: 1. Click Resolve at the top of the conversation. 2. The conversation moves out of your Open queue and into Resolved. 3. If you've enabled CSAT, the customer is automatically asked to rate the experience. If the customer replies after resolving, the conversation automatically reopens — nothing falls through the cracks. Try these next (optional, 1 minute each) While you're here, poke at one or two of these so they're not strangers later: - Set your status to Online — top right avatar → Online / Busy / Offline. - Send a private note — type @teammate looks like a billing issue in the Private Notes tab. - Add a label — try bug-report or feature-request from the top bar. - Snooze the conversation — useful for "waiting on customer" cases. Common first-day questions Will the customer see my name? Yes — your display name and avatar from Profile Settings appear on outgoing replies. Take a minute to set both before you reply to a real customer. What if I reply to the wrong person? You can delete a message you sent (on live chat widget, it is not supported in other channels). After that, send a follow-up correction — the original stays in dashboard with a deleted message for accuracy, the customer doesn't see it again. Can two agents work on the same conversation? Yes. One agent is the Assignee (owns the reply); others can be added as Conversation Participants to follow along and chime in. Is anything I type in the chat box sent immediately? No. Replies only send when you click Send (or hit ⌘/Ctrl+Enter). And if you navigate away mid-message, Chatwoot keeps a Draft Reply so you don't lose your work. What's next In Lesson 2, we'll go beyond the reply box: private notes, canned responses, labels, and how to keep your queue tidy as conversations pile up. Until then, your homework is simple: send yourself three test messages from the widget and reply to each one. Muscle memory beats theory. Welcome aboard. 👋
🚀 Chatwoot 101Getting Started with Chatwoot
Welcome to Chatwoot. This tutorial will help you set up your account and understand the basics you need to start supporting customers. It is designed for first-time users, so you can follow along without any prior experience. By the end, you will have a working Chatwoot workspace and a clear idea of how to use it for day-to-day customer communication. What you will learn In this tutorial, we will cover: - Setting up your Chatwoot account - Configuring the basic workspace settings - Understanding inboxes, conversations, contacts, and agents - Responding to customers from a shared inbox - Following simple practices for better customer communication The goal is to help you understand how Chatwoot fits into your support workflow, not just where each feature is located. Who this tutorial is for This tutorial is useful for: - Teams setting up Chatwoot for customer support, sales, or engagement - Founders, operators, and support teams moving customer conversations into one place - Anyone preparing to invite teammates or go live with customers What you will have by the end After completing this tutorial, you should be able to navigate your workspace, manage basic settings, respond to conversations, and know what to explore next as your team grows. Before you begin If you don’t have a Chatwoot account yet, sign up for a free trial before you begin. If you already have an account, you can go straight to the first lesson. Note: You’ll need a business email address to create a Chatwoot account. Once you’re ready, let’s get started!
💬 Website live chatHow to enable dark mode on live-chat widget?
Modern websites enable users to switch between light and dark modes. Therefore, a live chat that works with both themes is important. This guide helps you set up dark mode for the Chatwoot live-chat widget on your website. Here is a quick glimpse of how dark mode functions on the live chat widget: To enable dark mode on Chatwoot widget, use the darkMode parameter along with the chatwootSettings. darkMode parameter supports two values. 1. light - Enable only light mode. This is the default value. 2. auto - Enable dark mode based on the operating system preference. window.chatwootSettings = { //... other Settings darkMode: "auto", }; Note: dark only is not supported now. We will add the support in future releases.
👝 Setup accountHow to invite agents and manage your support team?
An agent is anyone on your team who has access to Chatwoot to handle customer conversations. Every person who logs into your Chatwoot account is an agent — there is no separate "user" concept beyond agents and the role each one holds. Each agent has: - A name and email — used to log in and to display on customer-facing replies - A role that determines what they can see and do in the account - An availability state — Online, Busy, or Offline — shown to teammates and used to influence auto-assignment The two built-in roles Out of the box, Chatwoot has exactly two roles: Role What they can do Administrator Full access. Can change account settings, manage agents, configure inboxes, build automations, view all conversations. Agent Standard support role. Can handle conversations on inboxes they're a member of, but cannot change account settings or manage other agents. If you need more granular control, for example, "this person can manage contacts and view reports, but can't see other agents' conversations". You can define your own roles via the Custom Roles feature. See Custom Roles for the full guide. When custom roles exist, they appear in the same role dropdown wherever you'd otherwise pick Administrator or Agent. Permissions: only administrators can invite, edit, or delete agents. Regular agents can see who's on the team but cannot manage the team list. Managing agents How to invite a new agent and assign their role Adding an agent in Chatwoot is a single-screen modal — not a multi-step wizard. The agent isn't fully active until they accept the invite via email and set up their password. Step 1 — Open the invite modal. Go to Settings → Agents and click the Add Agent button at the top right of the page. Step 2 — Fill in the agent's details. The "Add agent to your team" modal opens. Fill in: Field What it's for Agent Name The full name your customers will see on outgoing replies. Role A dropdown listing Administrator , Agent , and any custom roles you've defined. Pick whichever level of access this person needs. Email Address The email the invite is sent to and that the agent will use to log in. Click Add Agent to submit. Step 3 — The agent confirms via email. Chatwoot creates the account in an unconfirmed state and emails the new agent a confirmation link. Until they click that link and set a password, they appear in the agents list with a Verification Pending badge. Once confirmed, the badge changes to Verified and they can log in normally. Tip: if a teammate says they didn't get the invite, check their spam folder first, then have an admin open their row, click Edit, and resend the invite by re-saving — or use Reset Password to send them a fresh login link. How to edit an agent's role, name, or availability 1. Go to Settings → Agents. 2. Find the agent and click the edit (pencil) icon next to their row (tooltip: Edit). 3. The "Edit agent" modal opens. You can change: - Agent Name - Role — switch between Administrator, Agent, or any custom role - Availability — Online, Busy, or Offline 4. Click Update to save. You can also use the Reset Password button inside the edit modal to email the agent a new password-reset link. (This button is hidden for accounts that authenticate via SAML / SSO.) Note: changing an agent's role is instant. If you demote an admin to a standard agent while they're logged in, their access to settings will disappear on their next page navigation. How to remove an agent 1. Go to Settings → Agents. 2. Find the agent and click the delete (trash bin) icon next to their row (tooltip: Delete). The icon turns red on hover. 3. Confirm the deletion in the modal. Who you can't delete: - Yourself. The delete button is hidden on your own row. - The last verified administrator on the account. Chatwoot enforces at least one admin at all times. What happens when an agent is deleted? A background worker handles cleanup atomically: - They're removed from every team they were a member of. - They're removed from every inbox they were a collaborator on. - Every conversation they were the assignee of is unassigned. The conversations are not deleted, not re-routed automatically, and not re-assigned to anyone — they sit in the unassigned queue until a human or auto-assignment picks them up. Plan accordingly: if a high-volume agent is leaving, consider re-assigning their open conversations before you delete them, so nothing slips through the unassigned queue. Agent availability: Online, Busy, Offline Every agent has one of three availability states. The state shows on their avatar throughout the dashboard so teammates know who's around. State Meaning Online Available — auto-assignment routes new conversations to them. Busy They're at the desk but heads-down. Auto-assignment would skip them. Offline They're done for the day. Auto-assignment doesn't pick them. Agents set their own availability from the avatar dropdown in the top-right of the dashboard. Admins can change anyone's availability from the Edit agent modal. How to use agents Once an agent exists in your account, they become available wherever a person can be selected, mentioned, or filtered. Here's the full set of places. 1. Inbox membership Agents are added as members of specific inboxes (Settings → Inboxes → [an inbox] → Collaborators). Only inbox members can see and reply to conversations on that inbox. Adding someone to your account does not automatically give them access to every inbox — you grant inbox access deliberately. 2. Team membership Agents can belong to one or more teams (Settings → Teams). Team membership is what makes them eligible for team-scoped auto-assignment. See Teams for the full picture. 3. Conversation assignee The Assignee field in the conversation actions sidebar is a dropdown of eligible agents (those on the conversation's inbox). The assignee is the one person currently responsible for replying. 4. Conversation participants Beyond the assignee, you can add agents as participants so they can follow along, get notifications, and chime in privately without taking ownership. Useful for shadowing, escalations, or looping in subject-matter experts. 5. @-mentions in private notes Inside a conversation's Private Notes tab, type @ and start typing a teammate's name to tag them. Mentioned agents get a notification and the conversation appears in their Mentions view in the navigation rail. 6. Macros The macro action picker (Settings → Macros) includes Assign Agent as an action. So a "Refund issued" macro can in one click reassign the conversation to whichever agent should handle finance follow-up. 7. Automation rules Automation rules (Settings → Automation) can both filter on an agent (as a condition: "if assigned agent is X") and assign an agent (as an action: "assign agent X") or remove an existing assignment. 8. Reports - Agent Reports show the same six core metrics (conversations created, incoming/outgoing messages, avg first response time, avg resolution time, resolutions count, avg reply time) scoped to one agent. - CSAT and SLA reports both accept an agent filter so you can drill into one person's CSAT score or SLA hit-rate. Frequently asked questions What's the difference between Administrator and Agent in practical terms? Administrators can change settings, manage agents, configure inboxes, build automations, and see every conversation in the account. Agents can handle conversations on inboxes they're members of and edit their own profile, but can't manage account-level settings or other people. If you need shades in between (e.g. "can manage contacts but not settings"), use Custom Roles. Where does an agent go to set their own availability? Bottom left avatar dropdown on the dashboard → Online / Busy / Offline. Admins can also set availability from the edit modal on the agents list. Does Busy stop me from getting any conversations? Busy is a softer signal than Offline, but it would take you out of the pool the way Offline does. Can custom roles be mixed with the built-in Administrator and Agent roles? Yes — the role dropdown on the agent invite/edit modal lists both built-in roles and every custom role you've defined. You pick exactly one. If you assign a custom role, it replaces the built-in role for that agent. An agent left the company. What's the safest deletion order? 1. Reassign their open conversations to a teammate. 2. Remove them from any teams where their absence would cause auto-assignment confusion. 3. Delete the agent — the cleanup job removes them from inboxes/teams and unassigns anything left.
🚀 Chatwoot 101Chatwoot Glossary
A reference of common terms, features, and concepts used throughout Chatwoot. A Access Token Application APIs are designed to interact with a Chatwoot account from a user's perspective. So, to integrate apps and authenticate to these APIs, you will require a user access_token, which can be obtained from your Profile Settings. Account A workspace in Chatwoot that contains your inboxes, agents, contacts, conversations, and settings. A single Chatwoot installation can host multiple accounts. Administrator (Admin) Administrators are account users who have complete access to all the enabled features. They can also control all the account settings, unlike agents. Advanced Filters A way to build complex, multi-condition filters on conversations or contacts (for example, status + label + assignee + custom attribute). Filter groups can be saved as folders or segments for quick reuse. Agent An Agent is anyone from your team who can answer customer conversations. An agent has lesser account permissions as compared to the administrator. Agent Bot A bot that can be connected to one or more inboxes to handle the initial part of a conversation (greetings, qualification, FAQs) and hand off to a human agent when needed. Agent Status An agent can set themself as Online, Busy, or Offline through their Profile Settings. AI Assistant An AI-powered conversational agent (configured via Captain) that can answer customer questions using your Help Center content and your defined guardrails, and hand off to a human agent when required. API The APIs (Application Programming Interface) in Chatwoot enable you to connect more external systems than the UI offers. See the types of APIs in Chatwoot. Applications External apps that are natively integrated with Chatwoot. Setting these up lets you enhance your customer engagement toolset. E.g. you can build a chatbot using the native integration with the Dialogflow app. Archived articles Articles you don't want to be deleted, but are no longer relevant. Article A document created in the Help Center portal under a topic category that holds essential information about an aspect of a product. These articles can be shared in customer conversations. Assignee A person on your team who is assigned a conversation — usually assumes its responsibility and sends answers to it. Assignment Policy A rule that controls how new conversations are distributed to agents in an inbox or team (for example, round robin or balanced load), so that work is shared automatically rather than picked up manually. Audio Notifications On the dashboard, Chatwoot alerts you of new events (like new messages and conversations) by playing an alert tone. You can customize your preferences in Profile Settings. Audit Logs A record of significant administrative actions performed in an account (user changes, settings updates, role changes, etc.), available to administrators for compliance and traceability. Author (Article) The author of a Help Center article, chosen from the Agents list. Their name and thumbnail appear on the published article page. Automation A set of rules an Admin defines for the account to automate specific tasks. Examples include assigning agents or teams, adding labels, snoozing conversations, etc. Actions are triggered based on events and conditions you define. B Bots Bots automate parts of a conversation, such as greeting a customer when they first message. See also: Agent Bot, AI Assistant, Captain. Bulk Actions The ability to perform an operation on multiple conversations or contacts at once — assigning an agent, applying a label, resolving, snoozing, or deleting in one step instead of repeating the action per record. Business Hours You can set the working hours for any channel/inbox within Chatwoot. Whenever your agents associated with a particular inbox are outside their working hours, Chatwoot will show a custom message to the customer. C Campaigns Campaigns let you create outbound messages for your customers and web visitors. Two types: - Ongoing: Outbound messages in website live chat based on conditions, e.g. if a user visited the Pricing page and stayed for 3 minutes, send a message offering advice. - One-off: SMS or email campaigns sent to a group of contacts. Canned Responses Saved reply templates that can be sent to a conversation quickly using a shortcode. Captain Chatwoot's AI suite. Captain powers AI Assistants for end customers and Copilot for agents, and is configured from a dedicated console where you connect knowledge sources, set guardrails, and define handoff rules. Categories (Help Center) You can divide a Help Center portal into categories and write specific articles under each. Categories appear as sections (in a grid layout) when your Help Center is live. Channel/Inbox A channel is a mode of communication your customer uses to talk to you. An inbox is an instance of a channel — for example, an email inbox, a website live chat, a WhatsApp number, etc. Companies A grouping of contacts that belong to the same organization. Useful for B2B support so you can see all conversations and contacts associated with a single customer company. Contacts The contacts on your account store information on the people who have ever messaged you, plus any list you upload manually. Contact Segments A saved filter group for your contacts. Content Templates Pre-approved message templates used on channels like WhatsApp and SMS, where you must send a structured message (with optional variables and media) to start or re-engage a conversation outside the messaging window. Conversation Continuity The ability for a customer to keep the same conversation thread when they reply over a different channel — for example, replying by email to a website-chat transcript so the message lands in the same conversation. Conversation Participants Agents added to a conversation as collaborators alongside the assignee. Participants can follow the conversation, get notifications, and contribute privately without taking over ownership. Conversations Your chats with various customers are referred to as conversations in Chatwoot. Copilot An AI-powered assistant for agents inside the conversation view. Copilot can suggest replies, summarize threads, rephrase drafts, and pull answers from your knowledge base while the agent is composing. CSAT CSAT, short for Customer Satisfaction, is feedback your customers provide based on their satisfaction with your support team. It is usually a rating system (with optional textual feedback). These ratings can be averaged out for certain periods to find the "CSAT score" for your team. You can track CSAT scores under the CSAT Reports section on your dashboard. Custom Attributes Track custom info/facts about conversations and/or contacts. Standard facts are name, email, location, etc. Custom Attributes are things like subscription plan, signup date, most ordered item, etc. Custom Role A role with a configurable set of permissions, beyond the default Administrator and Agent roles. Used to fine-tune what specific users can access — conversations, contacts, reports, knowledge base, etc. D Dashboard The primary area of work displaying all the vital information and features to work with and interact on conversations. Dashboard Apps A dashboard app is an external application brought onto your dashboard for quick access to customer data. For example, if you have a customer-orders tracking app, you can embed it on your dashboard with this feature. Draft Article An article that is a work-in-progress but not published. Draft Reply If you're composing a reply or a private note to a teammate and leave the screen or refresh the page, your text will be right where you left it. Chatwoot saves the data and preserves your unsent messages as drafts. E Email Notifications Chatwoot sends you an email whenever a particular activity occurs in your account, like a new conversation being created or assigned to you. You can personalize your email notification preferences from Profile Settings. F First Response Time (FRT) A metric (also used in reports) that calculates the total time taken to send the first reply to a customer's message by a particular agent, team, or inbox. Folder (conversation) When you group your conversations with the help of filters, you can save them as custom folders. Saved folders appear on the left sidebar of your dashboard for quick access. Forward to Email When you set up an Email channel, your incoming support emails to your primary inbox (such as Gmail) need to be forwarded to Chatwoot. This is achieved with the Forward to Email setting under the Email channel settings. H Help Center You can create and manage a complete customer-facing portal from your dashboard. Primarily, you can manage your knowledge base and product articles from this portal and use these articles directly in your conversations. (This glossary is itself an example of a Help Center article.) I IMAP IMAP (Internet Messaging Access Protocol) allows you to read your email messages from your email inbox. Enable this option from the Email channel settings. Import (contacts) You can manually add contacts to your contacts list on Chatwoot by uploading a CSV file. You can include standard as well as custom contact details. Incoming Messages Any new message sent by a customer is an incoming message. K Knowledge Base A set of product articles and documentation created to help your customers. You can manage your knowledge base with the Help Center from your dashboard. L Labels A digital sticker for your conversations, used to categorize them. Labels are created on the account level and can be used across. Examples: bug-report, new-customer, spam, feature-request. Live Chat Live chat customer support is a way for customers to interact with the support team in real time, via a chat widget integrated into a company's website or app. M Macro A set of sequential saved actions — labelling a conversation, sending an email transcript, sending an attachment, etc. — that you can define from your Chatwoot Settings. You can make a personal macro or one available for your team. Macros are run from the chat sidebar. Markdown Chatwoot uses markdown language in its messages and Help Center articles. Mentions You can tag a fellow teammate on private notes to notify them about a matter you want to discuss. You can also view (only) the conversations that mention you by using the Mentions view on the dashboard. Metadata (Help Center articles) You can write a meta title, description, and tags for your Help Center articles to be displayed in search engine results. All metadata can be managed from the article's sidebar. Metrics Objective numbers/goals or KPIs you can track about your support team. Examples: CSAT score, First Response Time, Response rate. You can track many metrics about your conversations, agents, and teams using the Reports section. Mobile SDK A set of tools and resources developers use to create mobile apps for iOS or Android. The SDK has libraries and utilities to help you integrate Chatwoot with an app. Mute You can mute a conversation to stop receiving alerts for it. N Notifications There are four types of notifications in Chatwoot — audio, email, push, and Slack. You can customize your preferences from Profile Settings and set up the Slack integration. O Open A conversation status implying that a conversation is ready to be picked up by an agent. Outgoing Messages Any message sent from the Chatwoot dashboard is an outgoing message. P Pending A conversation status that indicates the conversation is not yet ready for an agent to pick up — typically used when an AI assistant or bot is still handling the customer. Personal Message Signature A personal signature, if configured, is appended to all messages you send from your email inbox by default. Set up your signature from Profile Settings. Portal A single Help Center instance is called a portal. You can create multiple portals from a single account — for example, one for product documentation and another for internal processes. Pre-chat Form A form shown to website visitors before they start a live chat, used to collect details like name, email, or the reason for contact. Configurable per inbox. Private Notes Private Notes are available within your conversation window. You can privately discuss customer queries with teammates before replying. Push Notifications If enabled, Chatwoot will send push notifications whenever a specific event occurs (new message, new conversation, etc.). Customize your preferences in Profile Settings. R Reports A set of reports on Chatwoot, each providing an overview of certain analytics associated with your account. Resolution Count A metric (also used in reports) that calculates the total conversations resolved in a period by a particular agent, team, or inbox. Resolution Time A metric (also used in reports) that calculates the total time taken to resolve a conversation by a particular agent, team, or in a specific inbox. Resolved A conversation status applied when a conversation is ready to conclude. S SLA (Service Level Agreement) A policy that defines target response and resolution times (FRT, NRT, RT) for conversations, optionally aligned with business hours. Chatwoot tracks SLA breaches and surfaces them in reports and conversation views so teams can prioritize at-risk conversations. SMTP Simple Mail Transfer Protocol (SMTP) is a setting that enables you to send messages from Chatwoot through your email inbox. Enable this option from your Email channel settings. Snoozed A conversation status applied when you need to wait a certain period or need a reply from the customer to continue the conversation. T Teams A team is a group of specific agents on your account who handle a certain type of conversation. For example, an Engineering team for tech queries, a Finance team for billing queries, and a Customer Success team for product queries. U Unassigned A conversation state applied by default when a conversation hasn't been assigned to an agent yet — manually or automatically. Unattended A dashboard view that lists all conversations that are not yet been responded to. V Voice Channel An inbox type for handling phone calls (e.g. via Twilio Voice). Voice conversations are tracked alongside chat and email, with call statuses such as incoming, outgoing, and missed. W Webhook A configurable HTTP callback Chatwoot fires on specific events (new conversation, new message, status change, etc.) so external systems can react in real time. Widget The embeddable live chat widget you place on a website to capture visitor conversations into a Website inbox. Configurable for colors, position, pre-chat form, and visibility rules.
💬 Website live chatHow to install live chat using Google Tag Manager?
If you are using Google Tag Manager on your website, you can install Chatwoot from Google Tag Manager’s dashboard by creating a new tag for Chatwoot. To install the Chatwoot live chat widget, please follow the steps below. Step 1. Access the Tag Manager console Login to the Tag Manager workspace with your Google account. You will see a workspace similar to the one shown below. Click the "Add a new tag" button from the dashboard. Step 2. Create a new tag with Tag Configuration You will be presented with a popup to create a tag. Change the name from "Untitled Tag" to "Chatwoot" or a name you prefer. Click on tag configuration, and select the "Custom HTML" tag type from the list. Copy the script from the inbox configuration in Chatwoot to the HTML script text area, as shown below. Select the "Support document.write" checkbox. Step 3. Setup the Triggering Click "Triggering" and select "All pages" from the list. Click "Save" to save the tag. You will be able to see the tag listed under Workspace changes. Click on "Submit" to deploy the tag. Provide a version name and deploy the changes by clicking "Publish". Step 4. Tick it off your to-do's You have successfully deployed the Chatwoot live chat widget to your website. Refresh your website to see the live chat widget appear on all pages.