Multi-brand, multi-role support without losing context
Chatwoot gives buyers, sellers, drivers, and partners one place to reach you, while keeping roles, brands, and SLAs organized.
- Route by brand, region, and role in a single inbox
- Shared context for disputes, payouts, and onboarding
- REST API, Dashboard Apps, and outbound webhooks for marketplace ops
Key outcomes
Cleaner escalations
Tag and route by buyer/seller, marketplace vertical, and severity with tight SLAs.
Faster onboarding
Guide new partners with templates, checklists, and proactive nudges across channels.
Dispute clarity
Keep evidence, photos, and delivery details in one place for trust & safety.
Brand-safe replies
Use per-inbox signatures, shared canned responses, and macros without duplicating tools.
Powered by core features
The features that make multi-sided marketplace support possible.
Evidence in this thread
Here's the photo of what I received. It's clearly a tablet, not the laptop I ordered.
Rachel Kim · 3:42 PM
Payout & risk
On hold
Medium
Pending
Buyer-seller dispute desk with full visibility
Agents see buyer and seller context, SLA timers, and a Captain-suggested reply while payout status and risk stay visible, making fair decisions faster.
- Collect order and delivery IDs up front with structured forms
- Auto-assign disputes to trust and safety with SLA timers
- Canned responses keep the evidence agents ask for consistent
- Share resolution updates to both parties from one thread
Help new merchants and drivers finish activation quickly
Automation rules steer each chat to the right side, canned responses keep the tone neutral, and payout or KYC context sits in the sidebar as custom attributes, so resolutions feel fair for buyers, sellers, and brands, reducing escalations and repeat contacts.
- Checklists via chat or WhatsApp guide partners step by step
- Document upload requests, with macros for the follow-ups
- Escalate stuck steps to partner ops with full context
Business registration uploaded
KYB · Verified by ops
Bank account linked
Payout method · Confirmed
Product catalog pending
Reminder sent via WhatsApp · 2 days ago
Go-live approval
Waiting for catalog review
Seller stalled at catalog upload for 2 days. Draft follow-up ready with the help article link.
Plays to launch
Concrete workflows your marketplace ops team can use immediately.
Buyer-seller dispute desk
Handle claims with full visibility and structured evidence.
- Collect order/delivery IDs up front
- Auto-assign to trust & safety
- Share resolution updates to both parties
Partner onboarding
Help new merchants or drivers finish activation quickly.
- Checklists via chat or WhatsApp
- Document upload requests with reminders
- Escalate stuck steps to partner ops
Service recovery
Turn failed deliveries or bookings into retained users.
- Label refund and late-delivery cases with automation rules
- Offer credits with macros, with a private note for sign-off
- Notify finance and CX with labels and mentions
Regional operations
Respect local hours, languages, and policies.
- Route by region and language
- Use translation assistance for long tail languages
- Apply region-specific SLAs automatically
Platform
Infrastructure, integrations, and controls built for multi-sided marketplaces.
Role-aware inboxes
Separate trust & safety, partner ops, and CX while keeping history unified.
Deployment that scales
Cloud for speed, or the self-hosted Enterprise Edition when SSO, SLA policies, and roles have to run on your own infrastructure.
Integrations for ops
Use the REST API, Dashboard Apps, and outbound webhooks to bring orders, payouts, KYC/KYB status, and delivery events into the conversation.
Common questions
Practical answers marketplace teams ask before rolling this out.
Can Chatwoot keep buyer and seller data segmented?
Yes. Give each side its own inbox and control who is a member of it, use labels to separate the cases, and add custom permission sets on the Enterprise plan or self-hosted Premium Support to decide what each role can do.
How do we manage multiple brands?
Create branded inboxes with unique signatures, templates, and SLAs while sharing the same agent pool.
Does Chatwoot support trust & safety workflows?
Use labels, private notes, canned responses, and macros to run an investigation consistently, and SLA policies on Business and Enterprise plans to keep each case on the clock. Chatwoot does not have an approval step, so sign-off happens in the thread between agents.
How do we onboard new sellers with KYC?
Collect the details with pre-chat forms and take documents as attachments in the conversation, label accounts by risk, then route them to reviewers with automation rules and SLA policies.
Can we set different SLAs for buyers vs sellers?
Yes. SLA policies are part of the Business and Enterprise plans, and you can apply them per inbox, label, or region and see the timer in every conversation.
Related resources
See multi-sided routing in action
Bring sample disputes and onboarding flows and we will configure routing, SLAs, and Captain live.