Auditable constituent support with open-source control
Chatwoot lets you serve residents, students, and agencies with transparent, secure messaging, on infrastructure you control.
- Role-based access, plus Enterprise audit logs for sign-ins and configuration changes
- Self-host for data residency and sovereignty
- Multilingual support for inclusive services
Key outcomes
Trust and transparency
Replies, assignments, and status changes stay in the conversation, and Enterprise audit logs record user activity and configuration changes.
Inclusive service
Reach citizens on web, email, WhatsApp, and SMS with translation assistance built in.
Operational clarity
Route by department (permits, benefits, transportation) while keeping leadership visibility.
Control over data
Open-source stack with self-hosting keeps data sovereignty in your hands.
Built for government-grade requirements
The features that make secure, auditable constituent support possible.
I need to renew my business license. The online portal says my account is locked.
Web Chat · 9:03 AM
Hi James, I can see the account lock was triggered by an expired security question. I have reset it. Please try logging in again at portal.city.gov/licenses. If the issue persists, I can process the renewal here.
Context
Renewal
15 min
In thread
Handle permits, benefits, and service requests with clear SLAs
Civic teams answer chat, SMS, and email, with Captain Copilot helping agents translate replies into plain language. Policy links and private notes stay one click away, and the conversation itself records who replied, when, and how the request was assigned.
- Categorize by request type and channel automatically
- Auto-assign to departments with SLA timers
- Send status updates and next steps proactively
- Route by department and language, with every reply kept in the conversation
Coordinate updates during critical events
Requests are labelled by department and language and routed with SLA policies on Business and Enterprise plans, and every reply stays in the conversation for later review. During incidents, priority routing plus WhatsApp and SMS campaigns keep residents informed and staff coordinated.
- Priority routing with business hours and auto-assignment
- Broadcast notices with WhatsApp and SMS campaigns
- Review the conversation history after the incident
Incident declared: Water main break
Priority: Urgent · Dept: Public Works
Broadcast to affected residents
SMS + WhatsApp · EN/ES · 2,340 contacts
Auto-assign replies to Public Works
SLA: 5 min · Assigned: Supervisor
Review the thread after the incident
Conversation history · Reports
Workflows for public agencies
Concrete plays your department can launch immediately.
Citizen service desk
Handle permits, benefits, and service requests with clear SLAs.
- Categorize by request type and channel
- Auto-assign to departments with timers
- Send status updates and next steps proactively
Emergency and incident comms
Coordinate updates during events.
- Priority routing with business hours and auto-assignment
- Broadcast notices with WhatsApp and SMS campaigns
- Review the conversation history after the incident
Education and campus support
Support students and faculty with multilingual, multi-channel inboxes.
- Route by program or campus
- Answer common questions with help center articles and Captain
- Escalate sensitive cases with custom permission sets
Internal IT and facilities
Give staff clear pathways for IT and facilities tickets.
- Pre-chat forms capture device or location
- Connect ticketing systems with outbound webhooks and the REST API
- Track resolution with CSAT and SLA policies
Platform
Security, deployment, and extensibility built for public sector standards.
Security and governance
SSO/SAML, custom permission sets, and audit logs on the Enterprise plan or self-hosted Enterprise Edition.
Deployment freedom
Self-host in your cloud or on-prem, or use the managed cloud for speed.
Open and extensible
Open-source foundation with a REST API, outbound webhooks, and Dashboard Apps to connect case management, GIS, and legacy systems.
Common questions
Practical answers agencies ask before deployment.
Can we self-host Chatwoot for data sovereignty?
Yes. Deploy on your own infrastructure and keep data where you need it. SSO and SLA policies are part of the self-hosted Enterprise Edition, so choose that plan if your agency requires them.
How do you handle compliance and audits?
Use custom permission sets to control access, and audit logs on the Enterprise plan to record user activity, sign-in and security events, and configuration changes with IP address and timestamp. Replies, assignments, and status changes for a request stay visible in the conversation itself.
Does Chatwoot support multilingual responses?
Yes. Captain Copilot helps agents translate replies, canned responses cover each language, and automation rules on Business and Enterprise plans can route by browser language.
Can we meet accessibility requirements?
You can offer residents SMS, email, WhatsApp, and web chat so they choose the channel that works for them, and use plain-language canned responses and multilingual help center articles. Talk to us about the specific accessibility standards your agency has to meet.
How do we secure staff access?
The Enterprise plan and the self-hosted Enterprise Edition add SSO and SAML, and custom permission sets let you decide what each account-level role can do, with per-inbox membership on top. Audit logs record sign-ins, user activity, and configuration changes.
Related resources
Explore Chatwoot for your agency
Bring your workflows and we will configure routing, compliance controls, and Captain live.