Support teams that stay fast and compliant
Chatwoot unifies chat, email, WhatsApp, and social DMs, with SLA policies and automation rules on the Business and Enterprise plans plus Captain AI. Give agents the context and guardrails they need to resolve faster without losing control.
Key capabilities for support teams
Everything your support team needs to stay fast, consistent, and compliant across every channel.
Keep SLAs green
Routing by label, language, and plan tier with alerts before SLA breaches.
Consistent answers
Captain drafts and translations speed replies up, on the monthly credits included with paid plans; canned responses and macros reduce variance.
Context at a glance
Sidebars show custom attributes, labels, and past conversations to speed resolution.
Governance ready
Custom roles and audit logs on the Enterprise plan satisfy security reviews.
Built on powerful features
Explore the features that power support team workflows.
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Customer context
Business
billing
English
4.8/5
Every channel in one governed inbox
Agents see SLA status, labels, and ownership the moment they open a thread. Captain offers drafts in the right language for an agent to review, and private notes stay visible for handoffs.
- Auto-assignment and VIP routing keep priorities clear, with agent capacity limits on Enterprise
- Private notes and mentions keep specialists aligned without leaving the thread
- Captain drafts in the right language for an agent to review and send
- Collision detection stops double replies; Enterprise audit logs record sign-ins and configuration changes
- Custom permission sets and per-inbox membership protect sensitive data
Workflows your support team will actually use
Concrete plays you can launch in the first week.
High-volume triage
Keep queues moving with label and language-aware routing.
- Route by label, language, and plan tier automatically
- Captain drafts responses per channel; agents edit and send
- Off-hours replies keep users informed until agents return
Quality assurance at scale
Keep tone and compliance consistent across agents and channels.
- Macros and saved replies tuned for brand tone
- Captain rewrites and improves a draft before an agent sends it
- Audit logs capture sign-ins and configuration changes
Handoff to specialists
Move complex issues to SMEs without losing context or SLA momentum.
- Mentions and private notes bundle context
- Sidebar keeps plan, labels, and past conversations visible
- SLA chips persist through reassignment
Executive escalations
Handle VIP or crisis threads with controlled visibility and fast updates.
- VIP queue with stricter SLAs and owners
- Private notes for exec updates without CC chains
- Audit trail for post-incident reviews
Why this works for support leaders
Agent-ready controls
Teams, SLA policies, and macros that scale from small pods to global teams.
Proof of impact
SLA, CSAT, and conversation reports, filtered by inbox, team, and agent, show improvement without spreadsheets.
Governance friendly
Audit logs and custom permission sets on the Enterprise plan keep security and compliance aligned.
Common questions
What support leaders ask before rolling out Chatwoot.
How fast can we migrate to Chatwoot?
Most teams connect channels and publish macros in a day. SLA policies and automation rules, which are on the Business and Enterprise plans, usually follow in the same week.
Does Captain ever send a reply on its own?
Agent-facing drafts always wait for an agent to review, edit, and send. Captain Assistant can answer common questions automatically when you enable it, and hands off to an agent whenever needed.
Can Chatwoot enforce SLAs by queue or tier?
Yes. SLA policies on the Business and Enterprise plans set first response and resolution targets, and automation rules route by label, language, and plan so each queue gets its own timers and alerts. Agent capacity, which caps how much work each agent is assigned, is on the Enterprise plan.
What about data security?
Chatwoot is SOC 2 Type II certified and GDPR compliant, with a DPA available, and every user can turn on two-factor authentication. SSO/SAML, custom permission sets, and audit logs are on the Enterprise plan.
Do we need engineers to manage automations?
No. Automation rules on the Business and Enterprise plans are no-code, and you can still extend with webhooks or the REST API when needed.
Related resources
See Chatwoot in your queue
Bring your SLAs, macros, and sample conversations and we'll set up a workspace you can keep.