Compliance-ready customer support for regulated teams
Chatwoot helps you serve cardholders, borrowers, and policyholders with auditable conversations, clear SLAs, and controls that satisfy risk, legal, and ops.
- SSO and SAML, roles and permissions, and audit logs
- Conversation history showing every assignment, label, and reply
- Self-host to meet data residency requirements
Key outcomes
Pass audits faster
Keep evidence in one place with audit logs and role-based access.
Resolve high-risk cases quickly
Route fraud, chargebacks, and underwriting exceptions to specialists with playbooks.
Protect customer and payment data
Limit access with roles and per-inbox membership to keep sensitive conversations controlled.
Serve every channel
WhatsApp, email, web chat, and SMS, all with consent capture and disclosure templates.
Powered by core features
The features that keep regulated teams audit-ready and fast.
Evidence Checklist
3 secure attachments
ID scan, bank statement, dispute form
Chargebacks without chaos
Dispute handlers follow an evidence checklist, attach documents securely, and watch SLA timers while canned responses and macros carry the required wording and agents review every Captain draft. KYC status, fraud labels, and payout state stay pinned as custom attributes so escalations to risk or finance include full context.
- Auto-tag disputes by scheme or MCC
- Attach docs and KYC proofs securely
- Escalate to risk with SLA timers
- Network deadline tracking per dispute scheme
Match risky phrases, escalate accounts fast
Automation rules match message content such as "stolen card" or "unauthorized", set the conversation to high priority, and assign it to the security team. An outbound webhook tells your own system to lock the card, and a rule sends the customer a safe-channel template while Captain drafts the follow-up for an agent.
- Rules match phrases like "stolen card" or "unauthorized"
- Outbound webhooks tell your systems to lock the card
- Notify customer with safe-channel templates
- Audit logs record user activity with IP address and timestamp
Message contains "stolen card"
Automation rule · message content match
If KYC verified and card active
Check customer attributes
Outbound webhook on update
Your API freezes the card · Notify fraud team
Send security template to customer
Priority: Urgent · Assign to Security Ops
Plays to launch
Concrete workflows your regulated team can use immediately.
Dispute and chargeback desk
Centralize issuer and network disputes with consistent evidence collection.
- Auto-tag disputes by scheme or MCC
- Attach docs and KYC proofs securely
- Escalate to risk with SLA timers
Lending and underwriting support
Give borrowers status updates while keeping underwriting notes private.
- Private notes for credit policies
- Conditional replies with required disclosures
- Agent handoffs with full history
Claims and policy servicing
Handle FNOL, coverage questions, and payouts with structured flows.
- Collect claim metadata via pre-chat
- Trigger document requests automatically
- Notify adjusters in Slack
Fraud and security alerts
Match risky phrases and open high-priority threads for security teams.
- Rules match phrases like "stolen card" or "unauthorized"
- Outbound webhooks tell your systems to lock the card
- Notify customer with safe-channel templates
Platform
Governance, deployment, and integrations for regulated environments.
Governance baked in
Custom permission sets and audit logs for regulated teams, both on the Enterprise plan.
Deployment choice
Run self-hosted for data residency or use the managed cloud for speed.
Integrations that matter
Connect core banking, payment gateways, fraud tools, and BI through the REST API, outbound webhooks, and Dashboard Apps.
Common questions
Practical answers compliance and ops teams ask before rolling this out.
Can Chatwoot restrict who sees card or payment data?
Yes. Use roles and permissions with per-inbox membership so only the right team can open conversations that contain card or payment data, and require SSO for agent sign-in. Chatwoot is SOC 2 Type II certified and GDPR compliant with a DPA available, and it is not PCI certified.
How do we prove compliance during audits?
Audit logs record user activity, sign-in and security events, and configuration changes with IP address and timestamp. There is no audit log export today, and conversation activity such as assignments, labels, and status changes stays visible in the conversation itself. Audit logs and SSO are on the Enterprise plan, and SLA policies, teams, automation rules, and custom attributes are on the Business and Enterprise plans.
Does Chatwoot support on-prem or VPC deploys?
Yes. Self-host on your own cloud or on-prem. SSO and SLA policies require self-hosted Enterprise Edition, so the free Community Edition and Premium Support do not include them.
How do you handle fraud and chargebacks?
Use automation rules that match message content to set priority and assign the case, labels for scheme and stage, SLA policies for network deadlines, and secure attachments in the thread. Captain drafts replies from your help center and past conversations for an agent to review and send.
Can we separate consumer, business, and partner lines?
Yes. Use a separate inbox and team per brand or line of business, control access with roles and permissions, and keep reporting split while sharing the same automation rules.
Related resources
See Chatwoot in a regulated environment
Bring your compliance checklist and we will walk through audit logs, SSO, and data residency live.