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Connect analytics to your help center
You can track how visitors use your help center by connecting your preferred analytics tools. Chatwoot supports popular providers like Google Analytics, Google Tag Manager, Hotjar, Plausible, Microsoft Clarity, Meta Pixel, and Amplitude, so you can start collecting insights without adding any custom code. Before you begin A few things to keep in mind before setting up analytics: - Only administrators can manage analytics integrations. - You only need to configure the providers you use. The rest can be left empty. - Tracking scripts are added only to your public help center pages. They aren't loaded inside the Chatwoot dashboard. Open the Integrations tab 1. Go to Help Center and open the portal you want to configure. 2. Select Settings. 3. Open the Integrations tab. Add an analytics provider Each analytics provider has its own configuration card. Enter the required ID or key, then save your changes. 1. Find the provider you want to configure. 2. Paste the required ID or key into the input field. 3. If the value isn't in the expected format, Chatwoot shows an inline validation message explaining what needs to be corrected. 4. Select Save changes. If you no longer want to use a provider, simply clear the field and save again. Supported analytics providers Provider Required value Example Google Tag Manager Container ID GTM-XXXXXXX Google Analytics 4 Measurement ID G-XXXXXXXXXX Hotjar Site ID 1234567 Plausible Domain example.com Amplitude API Key Your project API key Microsoft Clarity Project ID Your Clarity project ID Meta Pixel Pixel ID 123456789012345 Verify your setup After saving your configuration, open your public help center in a new browser tab and visit a few pages. Then check your analytics provider's real-time or debug view to confirm events are being received. For example: - Google Analytics 4: Realtime report - Meta Pixel: Test Events - Microsoft Clarity: Live recordings or dashboard - Hotjar: Incoming recordings or heatmaps Notes - Amplitude currently sends data to the default (US) region. EU data residency isn't supported yet.
💬 Website live chatHow to install live-chat on a Vue.js app?
To integrate Chatwoot with your Vue.js application, you need to paste the Chatwoot widget script in your Vue.js application's index.html file. Here is how to do this: Step 1. Get your widget script Your widget script can be found in your Website Inbox settings. Go to Settings -> Inboxes -> Select your Website channel > Configuration tab. If you haven't created a website inbox yet, you can find the step-by-step instructions here. Step 2. Copy the script Copy the script that was created in the code field of the channel. Step 3. Paste the script here Open your Vue project and paste the script into the index.html file, right before the closing </body> tag. <body> <noscript> <strong >We're sorry but <%= htmlWebpackPlugin.options.title %> doesn't work properly without JavaScript enabled. Please enable it to continue.</strong > </noscript> <div id="app"></div> <!-- built files will be auto injected --> <!-- Chatwoot script goes here --> <script> (function (d, t) { var BASE_URL = "https://example.com"; var g = d.createElement(t), s = d.getElementsByTagName(t)[0]; g.src = BASE_URL + "/packs/js/sdk.js"; g.defer = true; g.async = true; s.parentNode.insertBefore(g, s); g.onload = function () { window.chatwootSDK.run({ websiteToken: "yZ7USzaEs7hrwUAHLGwjbxJ1", baseUrl: BASE_URL, }); }; })(document, "script"); </script> <!-- Chatwoot script goes here --> </body> Step 4. Check You will be able to see the Chatwoot widget on the page now. Something like this: Vue.js, Nuxt.js module A community-maintained module (Made by the awesome folks at @huntersofbook) for integrating Chatwoot in your Vue 3 and Nuxt 3 projects is available. You can find a demo here. - View Vue 3 module. - View Nuxt 3 module.
🛳️ MigrationsHow to migrate from Zendesk to Chatwoot?
If you're currently using Zendesk and want to switch to Chatwoot, this guide will walk you through the step-by-step process of migrating your conversations, contacts, live chat widget, and setting up Chatwoot. This is a very quick process; let’s dive in. Before you begin Before setting up Chatwoot, there are two essential preliminary tasks to complete in order to smoothly remove Zendesk from your ecosystem. Step 1. Remove the Zendesk chat widget To start, please make sure to uninstall the existing live chat code that you would have previously integrated for enabling the Zendesk live chat widget on your website. Step 2. Export contacts Next, export all of your contacts from Zendesk, with the help of this guide. Migrating to Chatwoot Step 3. Sign up Create an account in Chatwoot, using this guide. Step 4. Migrate the live chat widget Create a live chat inbox in Chatwoot, using this guide. At the end of the setup, you will find the live chat code snippet to be pasted into your website’s codebase. Complete this step, ensuring that you have already removed the live chat code snippet for Zendesk’s live chat widget, as mentioned in Step 1. Step 5. Migrate contacts Open the ‘Contacts’ tab in Chatwoot, press the Import button. Next, follow the on-screen instructions to upload the Contacts file exported from Zendesk, in a csv format. Once your upload is completed, all of your contacts will be successfully synced in Chatwoot. Step 6. Migrate conversations For importing your existing conversations from Zendesk to Chatwoot, use this API. Step 7. Make Chatwoot your own You are all set to use Chatwoot, congratulations! We recommend the following steps to begin making the best of Chatwoot: Chatwoot 101 tutorials: A comprehensive guide to learn the basics of Chatwoot within minutes. Omnichannel inbox: A helping hand to setting up your omnichannel customer service on Chatwoot. A few best practices to make your workflow smooth as butter on Chatwoot. For everything else, hit us up on hello@chatwoot.com, and don't forget to share your feedback with us. Happy chatting!
🚀 Chatwoot 101Lesson 3 (a): Mastering core features
You can now find conversations and reply to them. This lesson is about the tools that turn ten minutes of typing into a thirty-second action — the features that good agents use every single conversation without thinking about it. We'll focus on the in-conversation toolkit: private notes, canned responses, labels, macros, conversation actions, and participants. Lesson 3(b) will cover the data-and-context side: contacts, custom attributes, bulk actions, and advanced filtering. What you'll learn - How to talk to your team inside a conversation without the customer seeing it - How to reply in two keystrokes using canned responses - How to keep your queue organized with labels (and what to actually label) - How to chain three or four routine steps into a single click using macros - How to assign, route, snooze, and prioritize from the conversation actions panel - How to pull teammates into a conversation as participants without handing it off You'll need: A test conversation in your inbox (carry over the one from Lesson 2) and admin access to set up at least one canned response and one macro. 1. Private Notes — your team's sidebar A private note is a message inside a conversation that only your team can see. The customer never sees it, never gets notified, and it never leaves Chatwoot. Use it for: - "Looping you in — this looks like a billing edge case." - "FYI, I already refunded their last order. Don't double up." - "Customer is a VIP, please prioritize." How to send one 1. Open a conversation. 2. Switch the reply tab from Reply to Private Note (top of the message composer). 3. Type your note. The composer turns yellow so you don't mix them up with public replies. 4. Hit Send. @mentions inside notes Type @ and start typing a teammate/team's name. Selecting them does two things: - They get a notification (in-app, push, and optionally email). - The conversation shows up in their Mentions view. Rule of thumb: if you'd otherwise Slack a teammate about the conversation, write a private note instead. The context stays attached to the conversation. 2. Canned Responses — your reply shortcuts A canned response is a saved reply template you trigger with a short code. Instead of retyping "Thanks for reaching out! Could you share your account email so I can look this up?" thirty times a day, you save it once as /email-ask and trigger it with two characters. Setting one up 1. Go to Settings → Canned Responses → Add Canned Response. 2. Fill in: - Short Code — what you'll type to trigger it (e.g. email-ask) - Content — the template body. Markdown works. 3. Save. Using one in a conversation In the reply box, type / followed by the short code (/email-ask). A picker pops up — hit Enter and the full template fills in. Edit if needed, then send. What to make canned responses for (start with these five) - A friendly greeting / opener - Asking for an account email or order number - "We're looking into this and will get back to you within X hours" - A closing line you use to wrap conversations - A link to your most-shared docs article (refund policy, pricing, install guide — whatever your top hit is) Tip: Canned responses are templates, not robots. Personalize the first sentence — using the customer's name and one detail from their message — before you send. 3. Labels — the digital sticky notes A label is a tag you attach to a conversation. Labels are account-wide and reusable. Used well, they're how you find patterns ("we got 12 billing-bug reports this week") and how you build saved folders ("show me all open vip conversations"). Adding a label to a conversation - From the conversation actions panel on the right: click Add Label and pick or create one. - Or use the keyboard: hit Cmd+K to find the shortcut for label-add. How to think about labels Labels work best when you keep the list short, opinionated, and consistent. Three categories cover most teams: Category Example labels Why Topic billing , bug-report , feature-request , onboarding What the conversation is about Customer signal vip , at-risk , enterprise Who you're talking to Workflow needs-engineering , needs-followup , escalated What needs to happen next Anti-pattern: ten labels that mean almost the same thing (bug, bugs, bug-report, defect, issue). Pick one and delete the rest. Run a label cleanup once a quarter. 4. Macros — chained actions in one click A macro is a saved sequence of actions. Where a canned response is just text, a macro can do several things at once: send a reply, add a label, assign a team, snooze the conversation — all in a single click. A real example: the "refund issued" macro When you process a refund, you probably do all of these: 1. Send a templated message confirming the refund 2. Add a refund-issued label 3. Assign to the Finance team for record-keeping 4. Resolve the conversation A macro bundles those four steps into a single button. Setting one up 1. Go to Settings → Macros → Add a new Macro. 2. Name it (e.g. Refund issued). 3. Add actions in order — the action picker has options like Send Message, Assign Team, Add Label, Resolve Conversation, Send Email Transcript. 4. Set visibility: Private (just you) or Public (whole team). Save. Running a macro Open any conversation, scroll the right sidebar to Macros, pick yours, and click Run. Done. When to write a macro: any time you find yourself doing the same three or four actions back-to-back more than a few times a week. Five minutes setting up the macro saves you hours over a quarter. 5. Conversation Actions — the right sidebar in detail The conversation actions panel (right side, top section) is where you change the state of a conversation. Quick tour: Action Use it for Assignee Hand the conversation to a specific agent Team Route to a group (Engineering, Billing, CS) so any team member can pick it up Conversation Status Open / Pending / Resolved / Snoozed (covered in Lesson 2) Priority Low / Medium / High / Urgent — shows up in queue sorting and SLA calculations Add Label Apply one or more labels Status vs assignee: changing assignee moves who's responsible; changing status moves where it sits in the workflow. They're independent — you can have a Resolved conversation with an assignee, or an Open conversation that's unassigned. 6. Conversation Participants — collaborate without handing off Sometimes you need a teammate's eyes on a conversation, but you don't want to give it to them. That's what participants are for. - Assignee = the one person responsible for replying. - Participant = anyone else who's watching and can chime in. - How to add one In the conversation actions panel, click Participants → Add and pick teammates. They'll get notifications for new activity on the conversation, and it'll show up in their Participating view. When to use it - A senior agent shadowing a junior agent's reply - Pulling in an engineer for a technical thread without making them own customer comms - Keeping a manager in the loop on an escalated case Don't add the whole team as participants — that's notification spam. Two or three people max, with a reason. Mini-exercise (5 minutes) 1. Create one canned response. Use shortcode hi and content "Hi {{contact.name}}, thanks for reaching out — how can I help?". (The {{contact.name}} placeholder auto-fills the customer's name.) 2. Create one macro called Wrap up that adds a resolved-by-me label and resolves the conversation. 3. Open your test conversation. Send a private note @teammate trying out mentions. 4. Trigger your /hi canned response. 5. Run the Wrap up macro. If all five worked, you've used the entire core toolkit. Common questions Can the customer ever see private notes or macro internals? No. Private notes and macro action steps (assign, label, etc.) are invisible to the customer. Only macro actions of type Send Message go to the customer — and those look like normal replies. Can I edit a canned response after the fact? Yes. Settings → Canned Responses, click any row, edit, save. Existing usages (already-sent messages) aren't changed retroactively. What's the difference between assigning a team vs. an agent? Assigning to an agent says "this is yours specifically." Assigning to a team says "anyone on this team can pick it up." Most teams use team assignment for routing and agent assignment for ownership. Should I label every conversation? You don't have to label every conversation, but a quick label on closing — even just one — pays off enormously when you look at reports later. Make it a habit on resolve. Macros don't run automatically? Correct — macros are manual. If you want something to run automatically based on a trigger (like "auto-label any conversation containing the word 'refund'"), that's an Automation Rule, which we'll cover in a later lesson. What's next In Lesson 3(b): Working with customer context, we'll switch focus from what you do to a conversation to what you know about the customer: the contact record, custom attributes, previous conversations, bulk actions across many conversations at once, and saved filters that turn a chaotic queue into a focused workspace.
🔎 Advanced features explainedHow to use Audit Logs?
Audit Logs is an Enterprise feature. This keeps a record of the activities occurring in your account, which you can track to audit your account, team, or services. Essentially, audit logs answer the four W's for you: - Who - What - When - Where Or, who did what, when and from where? Where to find the Audit Logs within Chatwoot? Step 1. If the feature is available to you, you can find it by going to 'Settings' -> 'Audit Logs'. Step 2. Browse through your logs. Scroll down to find your desired entries or use the navigation to switch pages. Pro tip: Use cmd/ctrl + F to quickly search for a desired entry. You will find the entries under three headers: Activity, Time and IP Address. Activities tracked through Audit Logs Whenever any of the following activities occurs within your account, an entry is created along with the date and timestamp, and the IP address. See the full list below. User activity logs - <Name | Email> changed self status to online, offline, busy - <Name | Email> signed in - <Name | Email> signed out - <Name | Email> changed the availability status of <Name | Email> to <online | offline | busy> - <Name | Email> invited the user as an <agent | admin> - <Name | Email> changed the role of the user to <agent | admin> Account activity logs - <Name | Email> updated the account configuration. Automation rule logs - <Name | Email> created a new automation rule (#rule-id) - <Name | Email> updated an automation rule (#rule-id) - <Name | Email> deleted an automation rule (#rule-id) Macro logs - <Name | Email> created a new macro (#macro-id) - <Name | Email> updated a macro (#macro-id) - <Name | Email> deleted a macro (#macro-id) Inbox logs - <Name | Email> created a new inbox (#inbox-id) - <Name | Email> updated an inbox (#inbox-id) - <Name | Email> deleted an inbox (#inbox-id) - <Name | Email> added <Name1 | Email1>, <Name2 | Email 2> to the inbox (#inbox-id) - <Name | Email> removed <Name1 | Email1>, <Name2 | Email 2> from the inbox (#inbox-id) Webhooks logs - <Name | Email> created a new webhook (#webook-id) - <Name | Email> updated a webhook (#webhook-id) - <Name | Email> deleted a webhook (#webhook-id) Team logs - <Name | Email> created a new team (#team-id) - <Name | Email> updated a team (#team-id) - <Name | Email> deleted a team (#team-id) - <Name | Email> added <Name1 | Email1>, <Name2 | Email 2> to the team (#team-id) - <Name | Email> remove <Name1 | Email1>, <Name2 | Email 2> from the team (#team-id)
WhatsappTemplates and the 24-hour window
The 24-hour window WhatsApp lets you send any message for 24 hours after the customer's last message. After that, you can only send a template: a message Meta has approved in advance. - In Chatwoot, when the window has closed, the reply box shows: You can only reply using a template message due to 24-hour message window restriction - As soon as the customer replies, a new 24-hour window opens and you can type freely again. - To start a conversation with a customer who has not messaged you, you also need a template. Plan & access - Every plan that includes WhatsApp (Startups and above, and the free trial). Works with WhatsApp Cloud API inboxes (Quick setup or manual) and Twilio inboxes. See Pricing & Plans. - Agents in the inbox can send templates. Administrators can sync templates and manage tokens. Where templates come from Templates are created and approved outside Chatwoot, then synced in. Inbox type Create templates in Sync to Chatwoot WhatsApp Cloud API WhatsApp Manager ( Account tools › Message templates ). Meta reviews them, usually within 24 hours. Automatically after some time, or right away with Sync Templates in the inbox's Configuration tab Twilio Twilio Console (Content Template Builder), then submitted to WhatsApp for approval Manually only: an administrator clicks Sync Templates in the inbox's Configuration tab. Agents cannot sync templates. Only approved templates of a supported type appear in Chatwoot. Send a template in a conversation 1. Open the conversation and click the template icon in the reply box. 2. The Whatsapp Templates picker opens. Search for and pick a template. 3. Fill in the variables, for example the customer's name or an order number. For media headers, paste a public URL to the image, video or document. If the template has a website link button with a variable, or a copy code (coupon) button, fill in the Button Parameters field too. 4. Check the message, which updates as you fill in the variables, and click Send Message. Test it: send a template to your own number first and check how it looks on the phone. Start a new conversation with a template Use this to message a customer who has not written to you yet. 1. Open the new conversation form: click the pen icon at the top of the sidebar, click Message on the Contacts page, or click the New message icon in a conversation's contact panel. 2. In To:, search for the contact by name, email or phone number. 3. In Via:, choose your WhatsApp inbox. If you found the contact by searching, a WhatsApp inbox is listed only if the contact has a phone number. If you started from the contact's page or the contact panel, inboxes the contact has already messaged you on are listed too. 4. WhatsApp inboxes have no free-text message box here. Click Select template, then search for and pick a template. 5. Fill in the variables, media URL and button parameters the template needs, then click Send message. 6. When The message was sent successfully! appears, click View to open the new conversation. What a template is made of Templates can include a header, body, footer and buttons: - Header: text, image, video or document - Body: your message, with variables such as the customer's name - Footer: one short line of text - Buttons: quick replies, website links, phone numbers and copy code Website buttons with a variable A website (URL) button can end in a variable, for example https://example.com/order/{{1}}. This lets each customer get their own link. - In a conversation (or a new conversation), Chatwoot shows a Button Parameters field for that button. Enter only the value that replaces the variable, such as 12345, not the full link. The button then opens https://example.com/order/12345. - In a WhatsApp campaign, the same value goes in the Buttons field (Enter parameter for button 1). You can use contact variables there, as in the body fields, so each recipient gets their own link. - A copy code button uses the same field for the coupon code (up to 15 characters). Some WhatsApp template types cannot be used in Chatwoot: authentication (OTP) templates, list, product and catalog templates, carousel templates, location headers, call permission templates, and forms, payments and Flows. Media in a template header The file must be at a public link that WhatsApp (and Twilio, for Twilio inboxes) can reach, with no login. Limits for WhatsApp Cloud API inboxes (see Meta's supported media types): Type Formats Maximum size Image JPEG, PNG 5 MB Video MP4, 3GPP (H.264 video, AAC audio) 16 MB Document PDF 100 MB Other document types, such as Word, Excel, PowerPoint and text files, can be sent as ordinary messages inside a conversation, but not in a template header. Twilio inboxes follow Twilio's rules, which differ from the table above. Twilio accepts images in JPG, JPEG or PNG (up to 5 MB), video in MP4 (H.264 video, AAC audio), and documents in PDF, DOC, DOCX, PPTX or XLSX. A Twilio media template can be up to 16 MB, and each approved media template is fixed to one media type (image, video or document). A large PDF that sends from a Cloud API inbox can fail on a Twilio inbox. See Twilio's media in Content Templates and WhatsApp media messages. Twilio content templates (built in the Twilio Console's Content Template Builder or with Twilio's Content API) support text (up to 100 variables), media, quick reply and call-to-action templates. They cannot be used in campaigns. List picker, catalog and carousel templates are not supported. - Twilio variables are numbered placeholders, {{1}}, {{2}}, {{3}}, used in order with no gaps. Twilio sends their values as content variables (ContentVariables in the Content API). In Chatwoot you fill in a value for each one when you send. The number of variables you fill in must match the template. - Check a template's approval status in the Twilio Console, not in WhatsApp Manager. - If sync fails, check that the inbox's Account SID and Auth Token (or API Key SID and API Key Secret) are still valid in Twilio, then sync again. Good practice - Utility templates (order updates, reminders) are for transactional messages. Marketing templates are for promotions and follow Meta's sending rules. - Get opt-in first. Before you send any business-initiated (template) message, the customer must have agreed to hear from your business on WhatsApp. Honour every opt-out request and stop messaging that customer. See Meta's opt-in guidance and the WhatsApp Business Messaging Policy. - Keep a small set of well-named templates your team knows how to use. - Meta watches message quality. Too many blocked or ignored messages can lower your messaging limit. See Messaging limit in Manage your WhatsApp number. If templates do not sync (Quick setup inboxes) Sometimes messages still work but templates will not sync. This happens when the connection made during Quick setup loses permission to read your WhatsApp Business Account. You can fix it by giving Chatwoot a Business Management token, used only for syncing templates. Chatwoot does not use it to send or receive messages, deliver webhooks, register your number or change your WhatsApp Business Account. Plan & access: Chatwoot Cloud, Quick setup inboxes only (including Coexistence). Manual setup inboxes use their own token, so check that token has whatsapp_business_management instead. You must be an admin in both Chatwoot and the Meta business portfolio, and you need a Meta app linked to that WhatsApp Business Account. 1. In Meta Business Settings, go to Users › System users and select (or create) an admin system user. A dedicated one, such as Chatwoot template sync, is easiest to manage. 2. Click Assign assets, choose WhatsApp accounts, pick the WhatsApp Business Account connected to Chatwoot, and grant full control. Assign only that account. 3. Click Generate token, choose the Meta app linked to that WhatsApp account, and pick an expiry (60 days is more secure; Never needs less upkeep). 4. Select only whatsapp_business_management and copy the token. Meta may show it only once. If you cannot select whatsapp_business_management, check that the app has WhatsApp set up, the system user has access to the app, the WhatsApp Business Account is assigned to the system user, and your business meets Meta's requirements. 5. In Chatwoot, go to Settings › Inboxes, open the inbox, go to the Configuration tab and find Add Business Management Token. Paste the token and click Add. Chatwoot checks that the token has the whatsapp_business_management permission before saving it. 6. Click Sync Templates. Treat the token like a password. If you revoke it in Meta, replace it in Chatwoot or template sync will stop. - 60-day token: template sync stops when it expires. Generate a new token and replace the old one. - Never-expiring token: it can still stop working if the system user, app, permission or asset assignment changes. - To replace a token: once a token is saved, the field reads Replace Business Management Token. Paste the new token and click Replace.
🛳️ MigrationsHow to migrate from Front to Chatwoot?
If you're currently using Front and want to switch to Chatwoot, this guide will walk you through the step-by-step process of migrating your conversations, contacts, live chat widget, and setting up Chatwoot. This is a very quick process; let’s dive in. Before you begin Before setting up Chatwoot, there are two essential preliminary tasks to complete in order to smoothly remove Front from your ecosystem. Step 1. Remove the Front chat widget To start, please make sure to uninstall the existing live chat code that you would have previously integrated for enabling the Front live chat widget on your website. Step 2. Export contacts Next, export all of your contacts from Front, with the help of this guide. Migrating to Chatwoot Step 3. Sign up Create an account in Chatwoot, using this guide. Step 4. Migrate the live chat widget Create a live chat inbox in Chatwoot, using this guide. At the end of the setup, you will find the live chat code snippet to be pasted into your website’s codebase. Complete this step, ensuring that you have already removed the live chat code snippet for Front’s live chat widget, as mentioned in Step 1. Step 5. Migrate contacts Open the ‘Contacts’ tab in Chatwoot, press the Import button. Next, follow the on-screen instructions to upload the Contacts file exported from Front, in a csv format. Once your upload is completed, all of your contacts will be successfully synced in Chatwoot. Step 6. Migrate conversations For importing your existing conversations from Front to Chatwoot, use this API. Step 7. Make Chatwoot your own You are all set to use Chatwoot, congratulations! We recommend the following steps to begin making the best of Chatwoot: Chatwoot 101 tutorials: A comprehensive guide to learn the basics of Chatwoot within minutes. Omnichannel inbox: A helping hand to setting up your omnichannel customer service on Chatwoot. A few best practices to make your workflow smooth as butter on Chatwoot. For everything else, hit us up on hello@chatwoot.com, and don't forget to share your feedback with us. Happy chatting!
📚 Features explainedHow to create saved reply templates with Canned Responses?
Canned responses let you save frequently sent messages as templates. Whenever you need to use a saved reply in a conversation, you can access canned responses by typing / followed by a shortcode. You can use canned responses to save replies to frequently asked questions, which will help reduce an agent's response time and productivity. All canned responses are available for all agents in the account. P.S. We have curated a bunch of editable, templated replies for you to create your Canned Responses with. Check it out. How to create a canned response? Any agent/admin in the account can create/modify a canned response. To add a new canned response, follow the steps described below. Step 1. From the sidebar, click on Settings → Canned Responses → Add canned response. By default, there are no canned responses available in the account. Step 2. A modal will open up, as shown below. The fields shown in the modal are described below. 1. Short Code Write a short code you can easily remember later to use. The minimum length required is 2 characters. Every shortcode is unique. 2. Content Type in the message you want to save as a template. Once you enter the details, click the Submit button. If the request is successful, a message "Canned Response added successfully" will be displayed. How to modify or delete a canned response? Step 1. Open the list of your canned responses from Settings → Canned Responses. Locate the canned response you want to edit. Click the Edit button (pencil icon) if you want to edit it. Click the delete button (red cross icon) if you want to delete it. Step 2. If you are editing the canned response, you will see a modal with prefilled information. You can edit both the shortcode and the message. Click on Submit to save the changes. Click on Cancel if you want to discard the changes. How to use a canned response in a conversation? To access canned responses while you chat with a customer, enter / in the text editor. This will display a list of all the canned responses. You can choose from the list or simply type in the shortcode if you remember it. Then, press the Enter key, and your text editor will be populated with the reply. Template variables Canned responses support placeholder variables that auto-fill from the conversation context. Wrap them in double curly braces. Contact variables - {{contact.id}} - {{contact.name}} - {{contact.first_name}} - {{contact.last_name}} - {{contact.email}} - {{contact.phone}} Agent variables (the person sending the message — you) - {{agent.name}} - {{agent.first_name}} - {{agent.last_name}} - {{agent.email}} Inbox / conversation variables - {{inbox.name}} - {{inbox.id}} - {{conversation.id}} Custom attribute variables - {{contact.custom_attribute.<key>}} — any contact custom attribute by key - {{conversation.custom_attribute.<key>}} — any conversation custom attribute by key Example template Hi {{contact.first_name}}, Thanks for reaching out about your {{contact.custom_attribute.plan}} plan. I'm {{agent.first_name}} from the {{inbox.name}} team — I'll take a look at this and get back to you within the hour. Best, {{agent.first_name}} If a variable has no value (e.g. the contact has no first name on record), the placeholder is replaced with a blank — keep your fallbacks readable. Frequently asked questions Can I edit the inserted text before sending? Yes — the canned response just fills the reply box. You can edit, append, or delete anything before clicking Send. Can I include images in a canned response? Inline images aren't part of the canned response itself, but you can attach images to the reply after the canned text fills in. Alternatively, you can use macros if you need image support. Are canned responses synced across channels? Yes — the same response works in any channel. Markdown rendering depends on the channel (rich rendering on Website/Email, plain text on SMS).
👝 Setup accountCustomizing your personal profile
Your Profile Settings page is where you personalize Chatwoot for yourself — your name and avatar, the dashboard's appearance, how you send messages, your signature, your password, your alerts, and your API access token. Everything here applies to you only; nothing on this page changes the experience for your teammates. Click your avatar in the bottom-left corner of the dashboard and choose Profile settings. Profile picture Upload a photo by clicking Upload image. After uploading you'll see options to Update image (replace it) or Remove. Once it's saved, you'll see a "Avatar has been deleted successfully" alert if you remove it, or a confirmation alert if you upload a new one. Use a clear, recognizable headshot. This is the avatar customers see on your replies. Your full name Your real name. Used on emails and in some internal references. Display name The name shown to customers in conversations. Many agents use just a first name here ("Sarah") even when their full name is something more formal ("Sarah Anne Whitman"). If you leave it blank, your full name is used. Your email address The address you log in with. Important: changing your email forces you to log in again — Chatwoot logs you out so you can re-authenticate with the new credentials. You'll see "Your profile has been updated successfully, please login again as your login credentials are changed" when this happens. On some installations the email field is locked (when admins disable user profile updates). If you can't edit it, that's why. When you've made your changes, click Update Profile to save. Interface — appearance preferences Font size Pick the size that's comfortable for your screen and eyes. Changes take effect immediately. Preferred Language The language Chatwoot's UI uses for you. The default is Use account default — meaning whatever your administrator set under Account Settings. Pick a specific language to override that for your own session. This doesn't change anything customer-facing; it's purely for the dashboard you see. Set your personal message signature A signature block that's automatically appended to every reply you send from any inbox. Useful for sign-offs, support hours, or links to documentation. The editor supports rich formatting and inline images. Inline images are supported in live-chat, email, and API inboxes; in some other channel types the image will be skipped. Type or paste your signature, then click Save message signature. You'll see "Signature saved successfully" on success. A typical signature: --- Sarah Acme Customer Success sarah[@]acme.com · acme.com/help Hotkey to send messages Choose how you send a reply. Two options, picked by clicking the card you prefer: - Enter (↵) — pressing Enter sends the message; Shift+Enter inserts a new line - Cmd/Ctrl + Enter (⌘ + ↵) — pressing Enter inserts a new line; Cmd/Ctrl+Enter sends the message Reset your password A single Change password button. Click it to expand a form with three fields: - Current password — your existing password - New password — must be at least 6 characters - Confirm new password — must match the new password This section is hidden on installations that disable user profile updates (typically when SAML SSO handles authentication centrally). Updating your password signs you out of all your other devices. Be ready to log back in everywhere you use Chatwoot. As a security measure, you need to provide your existing password to change it to a new one. If you have forgotten the old password, you can log out of the system and reset the password. Password must contain at least one uppercase character (A-Z), at least one numeric character (0..9), and at least one special character (!@#$%^&*()_+-=[]{}|'"/^.,<>:;?~). Next: Setting up notifications
💫 Best practicesWorking with command bar
The command bar is a key feature in Chatwoot that enhance productivity. It allows you to perform a lot of actions with just a few keystrokes. You can access the command bar using ⌘ + K on macOS or Ctrl + k on Windows and Linux from anywhere on the Chatwoot dashboard. Once opened, choose a specific page to navigate directly or select an action to perform. The command bar also offers smart action suggestions based on your current location in your dashboard. For eg: If you are looking at the command bar from conversations, it would show conversation specific actions such as snooze, resolve first. Some of the key actions/navigation options are listed below. Jumping to a page with command bar The command bar lets you quickly navigate to a page, such as Settings, Reports, Notifications, and everything else. Start typing the page name and press Enter, and you'll be taken to that page. Quick navigations available - Dashboard Home - Contacts - Reports - Agent Repotrts - Label Reports - Inbox Reports - Team Reports - Settings - Agent Settings - Team Settings - Label Settings - Canned Response Settings - Application Settings - Account Settings - Profile Settings - Notifications Performing a conversation action with command bar The command bar is aware of where you are in the Chatwoot dashboard and recommends actions that will help you be more productive and fast. You can execute actions on a conversation like Resolve/Reopen it, Snooze it, or even assign particular agents or labels to it by simply searching for them. Commands available - Resolve/Reopen the conversation - Mute/Unmute conversation - Send an email transcript - Assign a conversation to an agent - Assign conversation to a team - Add a label to conversation - Snooze the conversation Example: Assigning an agent 1. Open the command bar 2. Search for Assign agent and press enter 3. Select the agent you want to assign the conversation to.