Dealer, distributor, and plant support with full traceability
Chatwoot coordinates orders, warranties, and field service across dealers and plants with clear SLAs, a traceable conversation record, and deployment flexibility.
- Route by dealer, plant, or product line
- Enterprise audit logs for user activity and configuration changes
- Self-hosting available for data residency
Key outcomes
Dealer satisfaction
Standardize responses and SLAs for dealers and distributors.
Fewer production delays
Escalate quality or parts issues to plants with full context.
Warranty clarity
Capture serials, photos, and sign-off in one thread for traceability.
Global coverage
Serve partners across languages and time zones with the same tool.
Powered by core features
The features that keep dealer, plant, and field operations running smoothly.
We have a bearing failure on unit SN-40821 from lot L-2024-0873. Attached inspection photos and failure report. Need RMA approval ASAP.
Email · 9:12 AM
SN-40821
L-2024-0873
Bearing Assy
RMA approved for SN-40821. Replacement bearing assembly ships from Plant B within 48 hours. Return label attached. Please confirm dealer address.
Keep claims clean and auditable
Dealers submit warranty claims with serial and lot numbers, photos, and failure reports. Captain Copilot drafts the response, and labels, private notes, and SLA timers keep every step traceable in the thread.
- Collect serial and lot numbers with pre-chat forms and custom attributes
- Attach photos and inspection notes directly in the thread
- Track sign-off with labels, private notes, and SLA timers
- Replies and assignments stay in the thread for CAPA reporting
Keep technicians and customers aligned
Assign cases to field teams, send schedules and parts status, and capture site photos and sign-off in-thread so nothing falls through the cracks.
- Assign cases to field teams by region and expertise
- Send schedules and parts availability updates
- Capture site photos and sign-off in-thread
On-site repair - Plant C
Tech: R. Martinez · ETA 2h
Parts confirmed
Motor assembly + gasket kit shipped
Site photos & sign-off
Capture completion evidence in-thread
Plays to launch
Concrete workflows your manufacturing team can use immediately.
Warranty and RMA desk
Keep claims clean and auditable.
- Collect serial and lot numbers via pre-chat
- Attach photos and inspection notes
- Track sign-off with labels, notes, and SLA timers
Dealer and distributor support
Give partners answers fast.
- Route by dealer tier or region
- Use templates for pricing, lead times, and specs
- Share updates via email or WhatsApp
Quality and safety incidents
Respond quickly with full visibility.
- Label incidents by product line
- Notify plant leads instantly
- Keep the thread as the record for audits and CAPA reports
Field service coordination
Keep technicians and customers aligned.
- Assign cases to field teams
- Send schedules and parts status
- Capture site photos and sign-off in-thread
Platform
Controls, integrations, and deployment options that make this work in regulated manufacturing.
Controlled access
Custom permission sets and audit logs, on the Enterprise plan or self-hosted Premium Support and above, cover plant, safety, and compliance needs.
Deployment flexibility
Self-host in your VPC or use the managed cloud for speed.
Integrations
Connect ERP, MES, and service tools with the REST API, Dashboard Apps, and outbound webhooks for live status in the conversation.
Common questions
Practical answers teams ask before rolling this out.
Can we self-host Chatwoot inside our VPC?
Yes. Self-host to meet IT and compliance requirements. Pick the self-hosted Enterprise Edition when you need SSO and SLA policies, because the Community Edition and Premium Support do not include them.
How do we track warranties?
Store serials and lot numbers as custom attributes, attach photos and inspection reports to the conversation, and use the thread itself as the record of who replied and when. Audit logs, an Enterprise feature, record user activity, sign-in events, and configuration changes.
Does Chatwoot handle multi-language partners?
Captain Copilot helps agents translate replies, and automation rules route by browser language and region so distributors reach the team with the right canned responses.
Can we connect to ERP and quality systems?
Yes. Your ERP or quality system pushes RMAs, parts availability, and quality statuses into Chatwoot with the REST API, or shows them beside the conversation with a Dashboard App, and outbound webhooks send Chatwoot events back to your systems.
How do field techs share photos or video?
The iOS and Android apps let technicians share photos and files from the site, use canned responses and macros, and leave private notes or mentions so the office team picks up the same thread.
Related resources
Run a pilot with your dealer support team
Bring sample warranty claims and field tickets and we will configure routing, SLAs, and Captain live.