High-touch B2B support with product context in every reply
Chatwoot keeps customers, prospects, and partners happy with SLAs, proactive outreach, and AI assistance that knows their account.
- Account-level SLAs and ownership
- Product usage context via the API and custom attributes
- AI-drafted replies that agents review for fast resolution
Key outcomes
Renewals protected
Capture risks early with labels, CSAT scores, SLAs, and clear reporting.
Onboarding speed
Guide new workspaces with structured playbooks and automation.
Efficient tiering
Route by plan, ARR, or segment to give the right experience to each customer.
Better handoffs
Summaries and tags keep sales, CS, and support aligned on every account.
Powered by core features
The features that make high-touch B2B support possible.
Acme Corp
2m agoSSO setup for compliance audit
DataX Labs
18m agoAPI rate limit increase request
NoviFi
45m agoHow to export CSV reports?
Acme Corp renewed 3 months ago. SSO is included in their plan. Draft written from your help center and past chats.
Queues show plan and ARR so CSMs respond in context
CSMs see plan, ARR, usage, and health as custom attributes while Captain drafts responses for an agent to review and SLA policies keep tiers on time.
- Attributes for plan, ARR, and CSM pipe into the sidebar automatically
- Route to premium queues with faster SLAs for high-value accounts
- Offer white-glove channels for top accounts
- Captain drafts replies and agents review them before sending
Proactively guide customers through milestones
Success and support share product usage, ARR, and health in one pane while Captain drafts replies for agents to review, so customers feel a single, informed team throughout the lifecycle.
- Pre-chat forms capture use case and onboarding stage
- Trigger checklists and nudges from your product via the API
- Send adoption tips with macros and media
Acme Corp
Day 12 of 30Active users
24/30
+8 this week
Feature adoption
72%
Above benchmark
Plays to launch
Concrete workflows your B2B SaaS team can use immediately.
Tiered support
Deliver different experiences by plan or ARR.
- Attributes for plan, ARR, and CSM
- Route to premium queues with faster SLAs
- Offer white-glove channels for top accounts
Onboarding and adoption
Proactively guide customers through milestones.
- Pre-chat forms capture use case
- Trigger nudges from your product via the API
- Send adoption tips with macros and media
Incident communications
Keep customers informed during incidents or maintenance.
- Templates for incident updates
- WhatsApp or SMS campaigns by segment or region
- Close the loop with post-incident summaries
Partner and reseller desk
Support partners with context and shared visibility.
- Separate queues for partners
- Share docs and playbooks centrally
- Track SLA and CSAT per partner
Platform
Infrastructure and integrations that make B2B support scale.
Context-rich inbox
Bring account data, plan, usage, and health into the sidebar of every thread as custom attributes.
Deployment options
Use managed cloud or self-host for security-conscious customers.
APIs for product data
Push events and traits in with the REST API so automation rules can route, alert, or reply.
Common questions
Practical answers B2B SaaS teams ask before rolling this out.
Can we see account data in the Chatwoot inbox?
Yes. Store plan, ARR, usage, and owner as custom attributes, and have your product or CRM push them in through the Chatwoot REST API or a Dashboard App so they appear in each conversation.
How do we manage SLAs by tier?
Create teams and inboxes per segment, apply SLA policies to each, and use automation rules to assign and notify before a target is missed. SLA policies, teams, automation rules, custom attributes, and WhatsApp and SMS campaigns are all available on the Business and Enterprise plans.
Can Chatwoot update customers during releases?
Yes. Send incident or release updates as WhatsApp template or SMS campaigns to a contact segment, and reply to inbound email questions with macros and canned responses. Chatwoot does not send email campaigns.
Do you support success + support in one workspace?
Yes. Use roles and permissions, private notes, and labels to keep CSM and support workflows together while Captain recalls context from past conversations and drafts replies.
How do you sync with our CRM and data warehouse?
Use the REST API and outbound webhooks to move labels, notes, and conversation events between Chatwoot and your CRM or warehouse. Salesforce is not an available integration and HubSpot is not shipped yet, so both are reached through the API.
Related resources
See Chatwoot with your B2B workflows
Bring your account data and SLA requirements and we will configure tiered routing and Captain live.