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How to setup an Email channel?
To manage your customer support/ticketing email from Chatwoot, you can create an Email inbox in Chatwoot. This is a complete guide to getting your Email channel up and running. This document is divided into three parts: 1. Creating an Email inbox 2. Settings for Gmail users 3. Creating a Microsoft Email inbox Feel free to jump to any section. Let's roll. How to create an Email inbox in Chatwoot? Step 1. Open your Chatwoot dashboard. Go to Settings → Inboxes → Add Inbox. Step 2. Click on the "Email" icon. Step 3. Enter the channel name (how you’d like to address this channel), and your support email, and click the "Create Email Channel" button. P.S. You will also see an option to select Microsoft as an Email provider. If you use an Outlook/Microsoft email, scroll to the "How to create a Microsoft Email channel?" section (last section) instead. Step 4. "Add agents" to your email inbox. You have successfully created an Email inbox. Step 5. Configure your email settings. Go to Settings → Inboxes → Email Inbox settings → Configuration tab. You will see three main settings here: 1. Forward to Email 2. Configure IMAP 3. Configure SMTP All three settings are explained in the following sections. How to forward emails to Chatwoot inbox? Step 1. Copy the "Forward to email address" from the Configuration tab under inbox Settings. Step 2. Configure the copied email address as the forwarding email address in the email inbox. P.S. Check the Gmail section below to learn how to add a forwarding address in Gmail. Step 3. Send a mail to the forwarding address added inbox and check the Chatwoot email inbox for the new email. How to configure IMAP for the Email channel? If you are using Gmail, scroll down to the IMAP section for Gmail below. Step 1. Go to Settings → Inboxes → Email Inbox settings → Configuration tab. Step 2. Select the checkbox Enable IMAP configuration for this inbox. You’ll be able to see the required fields as follows. 1. Address 2. Port 3. Email 4. Password P.S. If using a 2FA-enabled Gmail, scroll down to the "How to generate app password for Gmail?" section. If using a regular Gmail account, scroll down to the "How to allow less secure access to Gmail?" section. Step 3. Test if everything is working fine. Send an email to the IMAP-configured email in Chatwoot. Check Chatwoot inbox for the new email. Open the email conversation in Chatwoot and verify the email details. How to configure SMTP for the Email channel? Step 1. Go to Settings -> Inboxes -> Email Inbox settings page. Step 2. Select the "Configuration" tab. Step 3. To enable SMTP, select the checkbox "Enable SMTP configuration for this inbox". Fill in the fields below and click the "Update SMTP settings" button. 1. Address 2. Port 3. Email 4. Password P.S. If using a 2FA-enabled Gmail, scroll down to the "How to generate app password for Gmail?" section. If using a regular Gmail account, scroll down to the "How to allow less secure access to Gmail?" section. 5. Domain Step 4. Open an existing email Conversation in Chatwoot. Step 5. Type a reply message for the conversation and click the "Send" button. Verify that mail has been delivered. You can also check the recipient inbox for the delivered email. Settings for Gmail users How to enable IMAP for Gmail inbox? Step 1. Open your Gmail inbox and click the Settings icon in the top right corner. Click the "See all settings" button. Step 2. Select the "Forwarding and POP/IMAP" tab on the Settings page. Step 3. Choose the "Enable IMAP" option under the IMAP access section and click the "Save Changes" button. How to allow less secure access to Gmail? Note: This option is unavailable for Gmail accounts with enabled 2-step verification or those managed by an organization. Step 1. Go to Google Account Security. Step 2. Click on "Turn on access" under the "Less secure app access" section on the Security page. Step 3. Toggle "Allow less secure apps" to "ON". Now you can use your Gmail account password to configure IMAP/SMTP. How to generate app password for Gmail? Note: This option is for Gmail accounts with enabled 2-step verification or those managed by an organization. Step 1. Go to Google Account Security. Step 2. Click "App passwords" under the "Signing in to Google" section on the Security page. Step 3. Select the Mail app, select a device, and click "GENERATE". Use the generated password to configure IMAP/SMTP. How to add a forwarding address for Gmail? Step 1. Open your Gmail inbox and click the Settings icon in the top right corner. Click the "See all settings" button. Step 2. Select the "Forwarding and POP/IMAP" tab on the Settings page. Step 3. Click the "Add a forwarding address" button. It will ask for the forwarding email address. Enter the one from Chatwoot and click the "Next" button. Step 4. Confirm the forwarding address in the browser popup. The email inbox will send a verification code to the forwarding email address. Step 5. Copy the verification code from the Chatwoot email inbox. Step 6. Paste the verification code and click the "Verify" button. Step 7. Select the "Forward a copy of incoming mail" option. Choose the required action from the second dropdown and click the "Save Changes" button. How to create a Microsoft Email channel? Step 1. Open your Chatwoot dashboard. Go to Settings → Inboxes → Add Inbox. Step 2. Click on the "Email" icon. Step 3. Click on the "Microsoft" icon. Step 4. Add your Outlook/Microsoft email. Step 5. Enter your Microsoft/Outlook credentials. Step 6. Allow the "Chatwoot" app to read and reply to your email. Step 7. "Add agents" to your email inbox. You have successfully created a Microsoft email inbox. Step 5. Configure your email settings. Go to Settings → Inboxes → Email Inbox settings → Configuration tab. Note: Please do not change anything in Settings for now, as we have used the default values for IMAP and SMTP. We will be making these fields non-editable soon for Outlook accounts. We use default IMAP settings to fetch emails and SMTP to send; you don't need to set anything through configuration. Step 6. If your access token expires, you must re-authorize your Microsoft account by going to Settings -> Configuration.
đź“Š ReportsTrack conversation topics with Monitors
Monitors help you follow recurring topics in customer conversations, such as refund requests, cancellation intent, or product errors. Describe what you want to find in plain English, review the matching conversations, and use an automation or a Slack alert to help your team act on them. This guide walks through a refund monitor, then shows five ways to use monitors across your team. All screenshots use sample data and example Slack channels. Before you start - Availability: Monitors are in early access on the Business and Enterprise Cloud plans, with up to 20 active monitors per account. They do not use Captain credits. - Permissions: Administrators create and manage monitors, review individual matches, and configure automations and Slack alerts. Teammates with access to reports can view monitor reports. - Self-hosted Enterprise: Your instance administrator needs to configure the OpenRouter connection in Super Admin → Installation Configs and enable Conversation Monitors for your account. - For automations: Create any teams and labels you want the rule to use. For Slack alerts, you will also need a connected Slack workspace. 1. Create a monitor Go to Reports → Monitors. The Your monitors tab lists your monitors and the number of matching conversations created in the last seven days. Monitors list with five example topics and their conversation counts for the last seven days Click Create monitor to start with your own description, or open Templates and choose a starting point. Templates cover topics such as login problems, refund requests, cancellation intent, payment failures, feature requests, and escalation requests. Templates tab with ten monitor templates for support, finance, product, and operations teams For this example, choose Refund requests. You can change the template before creating the monitor: 1. Give it a clear Name, such as “Refund requests”. You can also choose an icon or emoji and a color. 2. In Which conversations should this monitor find?, describe what should match and what should be excluded. The description can contain up to 500 characters. 3. Click Preview matches to check your definition against a small sample. 4. Once you are happy with the definition, click Create monitor. Create monitor dialog with the Refund requests name, an include and exclude description, Preview matches, and Create monitor controls Write a useful description Describe the customer's intent, then add boundaries that distinguish it from similar requests. For example: A customer asks for money back on a payment they already made, including duplicate charges and refunds after cancelling. Exclude questions about the refund policy and requests for a discount. With this definition, “I was charged twice. Please refund the duplicate payment” should match. “What is your refund policy?” should be excluded. A specific definition makes the results easier to review and the actions more predictable. Preview matches checks up to five recent conversations from the last seven days. It is a sample, so a preview with no matches does not mean that the full scan will find none. Conversations without usable text may be excluded from the sample. 2. Review the report and matching conversations After creation, the monitor checks conversations created in the previous seven days. It then continues checking as new public customer messages and agent replies arrive. Live checks normally use the latest five public messages with usable text, along with configured customer attributes. Historical scans and rechecks can use more conversation history, subject to context limits. Private notes are excluded. Open the monitor to see its chart. Use the date-range control and choose Group by 1 hour, 6 hours, or 1 day to explore the pattern. Refund requests monitor showing 17 matching conversations grouped by day Each conversation counts once per monitor, on the date the conversation was created. If a conversation created on Monday first matches on Thursday, Monday's bar can increase. The chart counts matching conversations, not matching messages or the time an alert was sent. The same conversation can match more than one monitor. As an administrator, click a bar to open the conversations behind that count. Select a conversation to read the full exchange and check whether it fits your definition. Drilldown for November 8 showing four sample refund conversations behind a chart bar Results update automatically. While a scan or recheck is running, counts can still change. If the report warns that a period was not fully checked, treat its count as incomplete. 3. Run an automation when a monitor matches Use an automation when you want Chatwoot to take an action on a matching conversation, such as assigning a team, adding a label, changing priority, or sending a webhook. 1. Open the monitor and click Create automation below its chart. 2. Give the rule a name, such as “Route refund requests to Billing”. The Monitor Matched event and your monitor are selected for you. 3. Add optional conditions if the rule should apply only to particular inboxes, teams, or customers. 4. Add the actions. For our example, choose Assign a Team → billing and Add a Label → refunds. 5. Save the rule and check that it appears as Active under the monitor's Automations section. Example automation with Monitor Matched event, Refund requests monitor, Assign a Team billing action, and Add a Label refunds action You can also create a rule from Settings → Automation: choose Monitor Matched as the event, select a running monitor, and configure the conditions and actions. See the automation guide for more about conditions and actions. For a customer message such as “I was charged twice for order #1042. Please refund the duplicate payment”, the example rule assigns the matching conversation to billing and adds the refunds label: Sample conversation actions panel showing the billing team assigned and the refunds label added When does the rule run? - A rule runs once per conversation when that monitor first finds a match from new live activity. Allow time for the monitor to evaluate the message and process the action. - The initial historical scan, rechecks, and scans of a paused period do not run actions for older matches. - Creating a rule after a conversation has already matched does not run the rule for that existing match. - Messages sent by another automation can contribute to reporting, but do not start a monitor rule on their own. Test a rule with a new sample conversation after enabling it. Check the match, the resulting team or label, and any additional conditions before relying on it for your workflow. 4. Send matching conversations to Slack Slack alerts let the relevant team know when a monitor first matches a conversation. Configure them directly on the monitor; you do not need a separate automation rule to send a monitor alert. Connect your Slack workspace 1. Go to Settings → Integrations → Slack, or click Connect Slack in the monitor's Slack alerts section. 2. If Slack is not connected yet, click Connect, choose your workspace, and review the requested permissions in Slack. Your workspace may require an administrator to approve the app. 3. Complete the Slack integration setup in Chatwoot. For a private channel, add the Chatwoot app to that channel in Slack before trying to select it. The Slack integration guide covers workspace connection and adding Chatwoot to private channels. Connected Slack integration showing Two-way sync and Alerts only options, with Alerts only selected The general Slack integration also has its own conversation sync settings. Its Two-way sync mode sends replies in synced Slack threads to customers; Alerts only keeps those discussions internal. Review this setting when connecting the workspace. The general conversation channel and the destination chosen for a monitor are separate settings. Choose a channel for the monitor 1. Return to Reports → Monitors and open your monitor. 2. In Slack alerts, open the channel dropdown. 3. Select a destination, such as #billing-alerts. The selection saves automatically and the status changes to On. Enabling Slack alerts does not send alerts for conversations that have already matched. Slack alerts channel picker with billing-alerts, customer-success, product-feedback, and support-incidents example destinations Refund monitor with an active automation and Slack alerts switched On for billing-alerts An alert includes the monitor name, a link to the conversation, the contact's name, an excerpt from the latest customer message, the inbox, assignee, status, match confidence, and the monitor description. Open the conversation link to investigate and reply from Chatwoot. Confidence represents the model’s match score, shown as a percentage. It does not guarantee that the classification is correct. For example, the refund alert could show: Refund requests A conversation matched this monitor. Conversation #18 · Jamie Lee “I was charged twice for order #1042. Please refund the duplicate payment.” Inbox: Customer support · Status: Open · Confidence: 94% Alerts are sent for the first match from new live activity. Historical scans do not send alerts, and later messages in the same already-matched conversation do not send repeated match alerts. To turn off alerts for a monitor, select Don't send alerts. If a private channel is missing, add the Chatwoot app in Slack and refresh the page. If alerts stop after a channel is archived or removed, select another channel. If Chatwoot asks you to reconnect Slack, complete the connection again and check the monitor's destination. Five common use cases Start with one topic and review its matches before adding actions. These examples show how a description, an automation, and a Slack destination can work together. 1. Surface escalation requests Find: Customers explicitly asking for a human agent, manager, specialist, or higher support tier because their issue remains unresolved. Exclude routine transfers and sales requests. Act: Assign a support lead, raise the conversation priority, and notify #support-escalations so the team can review the conversation and arrange the right follow-up. 2. Follow up before a customer cancels Find: Customers who say they intend to cancel or will not renew. Exclude seat reductions and downgrades if those are handled separately. Act: Add a cancellation-risk label, assign Customer Success, and notify #customer-success. An account manager can read the conversation and offer a relevant follow-up. 3. Spot recurring product errors Find: Errors, crashes, outages, or severe slowness that prevent a customer from completing a task. Exclude routine how-to questions. Act: Assign Technical Support, raise the conversation priority, and notify #support-incidents. Review the chart for increases and inspect the conversations before deciding whether they point to the same incident. 4. Collect feature requests for product planning Find: Requests for a capability the product does not currently offer. Exclude help using an existing feature. Act: Add a product-feedback label and send matches to #product-feedback, or use a webhook action to pass the conversation to your feedback workflow. Review the chart and the underlying conversations together when prioritizing requests. 5. Catch missing order updates Find: Missing order confirmations, shipping updates, or delivery notices. Exclude delivery-status questions where the customer already received the tracking email. Act: Route matches to your operations team and notify an order-support Slack channel. Use the conversation details to distinguish a single order problem from a wider notification issue. Keep your monitors useful - Edit: Refine the description when matches are too broad or too narrow. Changing it clears existing matches and rechecks previously checked conversations. Skipped periods remain skipped; a paused monitor rechecks when resumed. - Duplicate: Try a variation while keeping the original definition and results available. - Pause: Stop checking new activity while keeping the collected results. Pausing also disables linked automations. - Resume: Choose Check the paused period to catch up, or Start from now to skip that period. Re-enable linked automations yourself in Settings → Automation when ready. - Delete: Remove a monitor and its results. Its conversations remain available, and linked automations are disabled. If a monitor shows Needs attention, review the displayed error and use Retry once the cause is resolved. On self-hosted installations, an administrator may need to check the OpenRouter connection. If the shared AI classification allowance is reached, existing results remain visible while evaluations and previews wait for the reset shown in the dashboard.
đź“š Features explainedHow to create and use custom attributes?
Chatwoot allows you to track additional information about your conversations and contacts beyond the standard data attributes like name, email, and location. These additional pieces of information are called custom attributes and can be anything you want to track. Listed below are a few examples of custom attributes. - Subscription plan - Subscribed date - Signup date - Most ordered item - Ordered product link - Last transaction date Custom data attributes allow you to attach additional information to a conversation or customer, such as purchase history or account status. This information can be used to better understand and segment your customer base. The only difference between custom and standard attributes is standard data attributes automatically get updated. How to create a custom attribute? Step 1. Go to Settings → Custom Attributes. Click on the “Add Custom Attribute” button. Step 2. A modal will open up, asking details about the new custom attribute. Fill these details in. Here is an example: These are the inputs required to create the custom attribute: 1. Applies to Attribute type (Conversation/Contact). 2. Display name Act as a label while rendering custom attribute. 3. Key Unique identifier attached to the custom attribute. 4. Description Description of the custom attribute. 5. Type Text, Number, Link, Date, List, and Checkbox. Note: You cannot create a custom attribute with the same key twice in the account. Step 3. Once you enter the details, click the ”Create” button. If the request is successful, a message "Custom attribute added successfully" will be displayed. How to use a conversation custom attribute? You can add conversation custom attributes to a conversation from the conversation sidebar. Follow the steps described below. Step 1. On your dashboard, when you open a particular conversation, you’ll find a section that reads “Conversation Information”. Click on the + sign to expand it. Step 2. You’ll see an option that reads “Add Attributes” followed by a dropdown of all the Custom Attributes on your account. Use the search bar to narrow down on the name of the attribute you’re looking for. Or click on one to select it. If you need to create a new one instead, use the “Create new attribute” button from the same dropdown. Step 3. Based on the type of attribute you added (list, checkbox, text, etc.), populate it at your will. Here are a couple of examples: To edit/delete/copy an attribute, hover on it to see the options. How to use a contact custom attribute? There two ways to set custom attributes for contacts. Set attributes via SDK method To set a contact custom attribute, call setCustomAttributes method as follows. window.$chatwoot.setCustomAttributes({ key: value, // Key is a unique identifier which is already defined while creating a custom attribute // Value should be based on type (Currently support Number, Date, String and Number) // Double-check that your keys always have a JSON-valid value // You need to flatten nested JSON structure while using this function }); Example: window.$chatwoot.setCustomAttributes({ key: value, // Key is a unique identifier which is already defined while creating a custom attribute // Value should be based on type (Currently support Number, Date, String and Number) // Double-check that your keys always have a JSON-valid value // You need to flatten nested JSON structure while using this function }); You can view these attributes in the contact/conversation sidepanel. To delete a custom attribute, use deleteCustomAttribute as follows. window.$chatwoot.deleteCustomAttribute("attribute-key"); Example: window.$chatwoot.deleteCustomAttribute("signUpDate"); Note: Prior to version v1.22, all the attributes rendered as text. Please create new definition to display the value properly. Set attributes via contact side panel For adding Contact Attributes, follow the same procedure as described above for conversation custom attributes, but use the Contact Attributes section of your chat sidebar instead. This is what it would look like: Based on the type of attribute you added (list, checkbox, text, etc.), populate it at your will. Here is an example:
WhatsappManage your WhatsApp number
See your number's health, messaging limit and business profile without leaving Chatwoot. Plan & access - Every plan that includes WhatsApp (Startups and above, and the free trial), for WhatsApp Cloud API inboxes (Quick setup or manual). Twilio inboxes do not have this tab. - Administrators. - Check Pricing & Plans for what each plan includes. Open Account Health Go to Settings › Inboxes, open your WhatsApp inbox and choose the Account Health tab. Click Go to Meta Business Manager to change anything that is managed by Meta. What you will see Section What it tells you Business profile The description, address, email and websites customers see in your WhatsApp profile. These are read-only here: change them in Meta's WhatsApp management tools. Phone number Display number, WhatsApp display name and its review status, phone number status, whether Coexistence is on, and the Phone number ID Health and capacity Quality rating (Green, Yellow, Red), Business messaging limit , account mode (Sandbox or Live) and throughput Business account WhatsApp Business Account name and ID, and the business portfolio that owns it Webhook Configuration Whether Meta's callback URL for this number points to this Chatwoot inbox. Webhook configured successfully confirms the setting only, not that messages are arriving. If it shows Webhook not configured or Webhook URL mismatch , click Register Webhook , then send a test message to your number and reply from Chatwoot. Messaging limit The Business messaging limit is set by Meta: how many unique customers you can message outside the 24-hour window (with templates) in a rolling 24 hours. It is shared by all numbers in your business portfolio. Meta raises it as you send good-quality messages, and can lower it if quality drops. Display name Your display name is the business name customers see. Meta reviews it. Status in Chatwoot Meaning Approved Shown at the top of chats (a name the customer saved can appear instead) Not reviewed yet Saved, but customers may see your number until Meta reviews it. Meta starts the review once you reach a higher messaging limit. Under review Meta is reviewing it. Do not change it again until the review ends. Not approved Meta rejected it. Change it in Meta Business Manager and resubmit. To get it approved first time: use your real business or brand name, matching your website and Meta Business Manager. Avoid generic words ("Support", "Official"), emojis, symbols, taglines and excessive capitals. After a display name change, Meta may require the number to be registered again before messages flow normally. See Messages stopped arriving in Troubleshoot WhatsApp. If the connection needs attention - WhatsApp connection needs to be refreshed (Quick setup inboxes): open the inbox in Settings › Inboxes. The banner at the top reads Your inbox is disconnected. You won't receive new messages until you reauthorize it. Click the Click here to reconnect. link in that banner, or go to Configuration and click Reconfigure. You need admin access to the WhatsApp Business Account. - WhatsApp access token needs attention (manual setup inboxes): go to Configuration and replace the access token with a valid permanent token.
WhatsappConnect WhatsApp through Twilio
Connect a WhatsApp number that you manage in Twilio. Good if you already use Twilio for SMS or WhatsApp and want to keep billing there. 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. - With Twilio you can send templates (Twilio content templates) and CSAT surveys. You cannot use WhatsApp campaigns or WhatsApp calling. See the table in WhatsApp in Chatwoot. Before you start - A Twilio account with a WhatsApp sender (number) approved in Twilio. - Your Twilio Account SID and Auth Token, or an API Key SID and API Key Secret. - Optional: a Messaging Service SID, if you send through a Twilio Messaging Service. To get one, in the Twilio Console go to Messaging › Services › Create Messaging Service, complete the steps, then copy the service's SID. - If you use Twilio Studio, do not replace your webhook with Chatwoot's Callback URL. This stops your Studio flow. Contact support first. Connect your number 1. Go to Settings › Inboxes › Add Inbox › WhatsApp and choose Twilio. 2. Enter an Inbox Name. 3. Enter the Phone Number, starting with + and with no spaces. If you send through a Messaging Service, turn on Use a Twilio Messaging Service instead and enter the Messaging Service SID. The Phone Number field is hidden when this is on. You enter one or the other, not both. 4. Enter your Account SID, and either your Auth Token or (after turning on Use API Key Authentication) your API Key SID and API Key Secret. 5. Click Create Twilio Channel, then add agents. 6. Copy the Callback URL shown in Chatwoot and set it as the incoming message webhook in the Twilio Console: - For a WhatsApp sender: go to Messaging › Senders › WhatsApp Senders and select your sender. In Endpoint configuration, set the webhook URL for incoming messages to the Callback URL and save. - For a Messaging Service: go to Messaging › Services, select your service, then Integration, and paste the URL there. To find the Callback URL later, go to Settings › Inboxes, open your inbox and select the Configuration tab. Test it: send a WhatsApp message to your number from another phone and check it arrives in Chatwoot. Reply and check it arrives on the phone. What happens next - Templates: approved Twilio content templates sync to Chatwoot. See Twilio content templates in Templates and the 24-hour window.
đź’¬ Website live chatHow to install live-chat on a Next.js app?
If you have a Next.js app, you can add Chatwoot live chat widget and talk to your visitors in real time. To integrate Chatwoot with your Next.js application, you need a component that loads the Chatwoot script. You can do this in two quick steps. Let us illustrate this with the help of an example below. This example shows a React component that loads the Chatwoot script asynchronously. Step 1. Copy and Create! Copy the following code and create a file in your components folder with the name ChatwootWidget.js. import React from 'react'; class ChatwootWidget extends React.Component { componentDidMount () { // Add Chatwoot Settings window.chatwootSettings = { hideMessageBubble: false, position: 'right', // This can be left or right locale: 'en', // Language to be set type: 'standard', // [standard, expanded_bubble] }; // Paste the script from inbox settings except the <script> tag (function(d,t) { var BASE_URL="<your-installation-url>"; var g=d.createElement(t),s=d.getElementsByTagName(t)[0]; g.src=BASE_URL+"/packs/js/sdk.js"; s.parentNode.insertBefore(g,s); g.async=!0; g.onload=function(){ window.chatwootSDK.run({ websiteToken: '<your-website-token>', baseUrl: BASE_URL }) } })(document,"script"); } render () { return null; } } export default ChatwootWidget Step 2. Import​ Import the component in your pages or layout component, as shown below. import React, { Fragment } from 'react' // ... import ChatwootWidget from '../components/ChatwootWidget' const Page = () => ( <Fragment> <ChatwootWidget /> <Component {...}> </Fragment> ) export default Page You would be able to see the Chatwoot widget on the page now.
WhatsappWhatsApp in Chatwoot
Connect your WhatsApp Business number to Chatwoot and your team can answer WhatsApp chats from a shared inbox, alongside your other channels. You can also send approved template messages, run broadcast campaigns, collect CSAT ratings and take WhatsApp calls. What you can do on WhatsApp Capability What it does Learn more Shared WhatsApp inbox Customer messages arrive as conversations your team can assign, label, reply to and resolve Choose how to connect WhatsApp Template messages Start a conversation, or reply after 24 hours, with a message Meta has approved Templates and the 24-hour window Campaigns Send one approved template to every contact with chosen labels. Business plan and above. WhatsApp campaigns CSAT surveys Ask for a rating when a conversation is resolved, even after the 24-hour window has closed CSAT surveys on WhatsApp Calling Customers call your business from WhatsApp and agents answer in the browser WhatsApp calling Account health See your number's status, messaging limit, display name review and business profile inside Chatwoot Manage your WhatsApp number WhatsApp inboxes also work with features shared by every channel, such as Automation, Canned responses, Captain and Reports. To learn how Chatwoot handles WhatsApp usernames and Business-Scoped User IDs, see WhatsApp usernames and Business-Scoped User IDs in Chatwoot. Plan & access Chatwoot Cloud Self-hosted WhatsApp inbox (any connection method) Startups plan and above, and the free trial. Not available on the free Hacker plan. Included Quick setup with Meta (the fastest way to connect) Included from the Startups plan. During the free trial, click Request access on the setup screen and submit your use case to turn it on. Available when your installation's super admin has added your own Meta app's WhatsApp App ID , WhatsApp Configuration ID and WhatsApp App Secret in Super Admin › Settings › WhatsApp Embedded . Without them, use manual setup. WhatsApp campaigns : sending Business plan and above. Available automatically, no request needed. Not a premium feature. Works on Community Edition and is on by default. Campaign analytics Business plan and above Needs a paid self-hosted plan. Your installation's super admin turns on Campaign Analytics in Super Admin › Accounts › open the account › Edit , under Premium features , then clicks Save changes . Calling Business plan and above Needs a paid self-hosted plan with Enterprise Edition, from v4.15.0. Installing the Enterprise Edition build alone does not enable it. Templates, CSAT surveys, account health Every plan that includes WhatsApp Included Who can do what: - Administrators connect inboxes and change inbox settings. - Agents added to the inbox answer conversations and send templates. See Pricing & Plans for what each plan includes. Provider charges are separate from your Chatwoot subscription. Meta charges for some WhatsApp messages and calls, and Twilio adds its own fees if you connect through Twilio. To estimate costs, use the WhatsApp pricing calculator, or see Meta's WhatsApp pricing and Twilio's WhatsApp pricing. Your connection method decides what you can use Chatwoot connects to WhatsApp in three ways. Choose before you connect, because some features only work with WhatsApp Cloud API. Quick setup with Meta (WhatsApp Cloud API) Manual setup (WhatsApp Cloud API) Twilio Setup effort A few minutes in a Meta window. No developer setup. Meta app, system user token and webhook Twilio account, credentials and webhook Keep using the WhatsApp Business app on your phone ✅ (Coexistence) ❌ ❌ Template messages ✅ ✅ ✅ Twilio content templates Campaigns ✅ ✅ ❌ CSAT surveys after 24 hours ✅ ✅ ✅ Calling ✅ ✅ ❌ Account health tab ✅ ✅ ❌ Available on Chatwoot Cloud, and self-hosted installations with their own Meta app configured Cloud and self-hosted Cloud and self-hosted Using 360dialog? 360dialog is no longer offered for new inboxes. Existing 360dialog inboxes keep working for conversations but cannot use campaigns, calling or CSAT templates. How to check what you have - Your inbox type: go to Settings › Inboxes and open your WhatsApp inbox. An Account Health tab means it is a WhatsApp Cloud API inbox. - Quick setup: on the WhatsApp setup screen, a Request access box instead of the connect button means Quick setup is not yet on for your account. - Campaigns: WhatsApp under Campaigns in the sidebar means campaigns are available for your account. - Calling: a Calls tab in the inbox settings means calling is available for your account. Your path through this guide - Connect: Choose how to connect WhatsApp, then follow the setup guide for your connection method. - Learn the one rule that shapes WhatsApp: Templates and the 24-hour window. - Add what you need: WhatsApp campaigns, CSAT surveys or WhatsApp calling. - Keep it healthy: Manage your WhatsApp number. - When something breaks: Troubleshoot WhatsApp.
đź“Ś Other topicsWhat we don't cover in Chatwoot Free Trial
Chatwoot's 15-day free trial is designed to provide you with the product experience, and give you a chance to assess its compatibility with your customer engagement needs. We have enabled almost all of the features for this trial period, with a handful of exceptions. This document covers what the Chatwoot 15-days free trial does not include. Features excluded from Chatwoot Free Trial A few inboxes Email channel The Email channel is designed to let you connect your support email accounts to Chatwoot, centralizing your email support and ticketing system within the dashboard. It is not included in the free trial to minimize possible spamming for you contacts. Facebook channel The Facebook channel is designed to let you connect your Facebook Messenger account to Chatwoot, centralizing your social media management and support within the dashboard. It is not included in the free trial to minimize possible spamming for you contacts. Twitter channel Twitter integration has been temporarily discontinued as a result of modifications made by Twitter to its APIs. This includes limitations on the number of requests raised per minute, plus substantial pricing changes. Kindly refer here for help with setting up all the other inboxes, apart from the aforementioned three inboxes. Help Center The Help Center is a powerful tool for creating a self-service knowledge base for your customers and agents. You can publish articles, organize them into categories, and provide a seamless self-service experience. It is not included in the free trial. Team Management With the Teams feature, you can manage your support ops within Chatwoot by collaborating with your team members. It is not included in the free trial. Campaigns With the Campaigns feature, you can proactively reach out to your customers with one-off or trigger-based messages. It is not included in the free trial to minimize possible spamming for you contacts. Important Notes - The availability of features may change over time, so we recommend you to refer to the most up-to-date versions of Chatwoot documentation. You can, alternatively, contact us at hello@chatwoot.com for latest information on feature availability. - If any of such features, as mentioned in this document, are crucial to your workflow, and you would like to test them with your free trial, drop us an email to hello@chatwoot.com. We can evaluate your case and enable the feature for your account. :)
đź“Š ReportsReading Conversations, Agents, Labels, Inbox, and Team Reports.
In Chatwoot, your Conversations, Agents, Labels, Inbox, and Team reports can all be interpreted using the same metrics. A typical report looks like the following screenshot, with a graph for each of the metrics. What each report means and what these metrics are is explained in the following paragraphs. Types of Reports Conversations Report With the Conversations Report, you can learn significant metrics about the health of your conversations, like the volume of messages, First Response Time, Resolution Time, Resolution Count, etc. Agents Report With the Agents Report, you can learn significant metrics about your agents, like who handles what volume of messages, what is their First Response Time, Resolution Time, Resolution Count, etc. Labels Report Label reports are like Conversations reports but grouped by labels. Inbox Report With the Inbox Report, you can learn significant metrics about your inboxes, like which inbox receives how many messages, what is their First Response Time, Resolution Time, Resolution Count, etc. Team Report With the Team Report, you can learn significant metrics about your teams, like which one receives how many messages, what is their First Response Time, Resolution Time, Resolution Count, etc. How to open a report? Look for the “Reports” button on your dashboard's leftmost sidebar. You’ll see the list of available reports when you click on it. Click on any one to view it. Customizing Reports All types of reports listed above can be categorized by the same metrics. Each option is explained in the following paragraphs. Duration You can select the duration you want to see the report for. By default, this is set for the last 7 days. Grouping of data Once you select the duration, you can select how to group your data. Each date range has a different group by the filter. The date range to group by filter mapping is given in the table below. Metrics Every graph shows the trend for the specific metric. Here is what each metric means: Conversations This graph shows the total conversations received during the selected period. If the data has been grouped by day, the graph displayed on this tab will show the total number of conversations received on each day within the selected period. By hovering the mouse over a specific point on the graph, you can view the exact number of conversations that occurred on that day. In the following example screenshot, you can see that on 25 Aug, 30 conversations occurred. This information can be used to understand the volume of customer interactions and identify patterns or trends in customer behavior. First Response Time This graph shows the average time taken to give a first response to a customer conversation. By hovering the mouse over a specific point on the graph, you can view the exact average time taken for first response and the number of conversations used for the calculation on that day. In the following example screenshot, on 4 Sep, the average First response time was 5 Days & 19 Hours, based on 43 conversations. This information can be used to understand the efficiency of the customer service team in responding to customer inquiries and identify areas for improvement. Customer waiting time This graph shows the duration of time a customer waited for a response from an agent. If the data has been grouped by day, the graph displayed on this tab will show the total number of conversations received on each day within the selected period. By hovering the mouse over a specific point on the graph, you can view the average waiting time on that day based on the number of conversations received that day. In the following example screenshot, you can see that on Aug 29, the waiting time was 11 hours & 22 minutes, based on 11 conversations. Resolution Time This graph shows the average time taken to resolve a particular conversation with a customer. By hovering the mouse over a specific point on the graph, you can view the exact average time taken for resolving conversations and the number of conversations used for the calculation of resolution time on that day. In the following example screenshot, on 26 Aug, average Resolution time was 7 Days & 10 Hours, based on 7 conversations. Resolution Count This graph shows the number of conversations resolved on the selected days. Messages received This graph shows the number of messages received during the selected period. By hovering the mouse over a specific point on the graph, you can view the number of incoming messages that occurred on that day. In the following example screenshot, you can see that on 12 Aug, 91 messages were received. Messages sent This graph is similar to the Messages received graph, except that it specifically shows the messages that were sent from the account instead of the incoming messages. Trend The trend shows the percentage of increase or decrease in the metric data. This is given with every graph. It compares the current time period with the previous time period to provide valuable insights. For example, when analyzing the number of conversations for a specific week, the Trend metric would compare this week's numbers with the numbers from the previous week. It is displayed on the right side of each metric in the report. The formula used for calculating the trend is given below. trend = ((current - previous)/previous)*100 Adjusting reports for Business Hours Toggle on the switch at the top-right corner of your screen to adjust the report’s metrics for business hours. Business hours are used to configure the team's availability in each channel. If Business hours are enabled, report data would be calculated based on the business hours. Refer here to set up business hours.
đź“š Features explainedHow to add labels?
Labels in Chatwoot can help you easily categorize and prioritize conversations, making it easier to manage your workflow. By assigning a label to a conversation from the chat's side panel, you can quickly identify the topic or status of the conversation. Labels are account-specific, which means you can use them to create custom workflows that are unique to your organization. You can also customize the colors of your labels to help differentiate them, and display them on the sidebar for easy filtering. To add labels, follow the steps described below. Step 1. Click on Settings on Chatwoot home screen. Go to Labels → Add Label button. Step 2. Start designing your own label. As you add more labels, try to give them meaningful names as well as different colours to maintain distinction and clarity. The fields are described below. 1. Label Name Assign a name for the label to identify the category. For e.g.,: Premium_Customer, deliver-issues, bugs are a few commonly used labels. Note: Only alphabets, numbers, hyphens and underscores can be used to name your labels. 2. Description Write a short description to convey what the label represents. This will help your team members to understand the labels easily. For e.g., A possible description for the label Premium_Customer is "This customer's issue is to be resolved on priority." 3. Color Select a colour for the label for easy identification. After selection, click on the small square again. 4. Checkbox to show label on sidebar Check this if you want the label to be displayed on the sidebar. This will help in easy identification of the conversations. Step 3. Click on Create. The Label added successfully message will be displayed. New Label has been created. Continue to create as many labels as you need. Labels can be used across teams. How to modify or delete a label? Step 1. Open the list of your label from Settings → Labels. Locate the label 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 label, you will see a modal with prefilled information. You can edit the label name and its description. Click on Edit to save the changes. Click on Cancel if you want to discard the changes.