Automation and routing without the heavy lift
Chatwoot lets you build no-code automation rules that triage by inbox, label, priority, and language. Keep humans in control while Captain drafts replies and macros handle the repetitive steps.
- Automation rules, macros, and SLA policies in one place
- Route by inbox, labels, priority, language, country, or custom attributes
- Captain drafts replies and suggests labels to shrink handle time
Key outcomes
No-code first
Build rules for routing, replies, and escalations from the dashboard, no engineering sprint required. Automation rules are on Business and Enterprise.
Captain suggestions
Captain drafts replies and suggests labels, and your rules route on those labels. Captain credits come with paid plans.
Guardrails built in
SLA policies, business hours, and agent review of every Captain draft keep replies timely and accurate.
Measurable impact
Track conversation volume, SLA hit rates, first response time, and CSAT in the built-in reports.
Powered by core features
The features that make no-code automation and routing possible.
When a message is created
Inbox: any · Message content matches
Match conditions
Label is billing, bug, or question
SLA policy · Assign senior team
SLA policy · Auto-assignment
Send a reply & notify
Message to customer + email to team
No-code automation rules
Ops teams set a trigger, add conditions, and chain actions so conversations land with the right team as soon as they arrive. Automation rules are available on the Business and Enterprise plans.
- Four triggers: conversation created, updated, opened, or a new message
- Conditions combine with AND or OR across labels, priority, inbox, language, country, and custom attributes
- Actions chain up: assign an agent or team, add labels, reply, resolve, snooze, or email the team
- Macros bundle multi-step actions an agent can run in one click
Reports that show the impact
Leaders use the conversation, SLA, and CSAT reports to see volume, response times, and where to tune rules and staffing.
- Conversation reports broken down by inbox, team, agent, and label
- SLA reports show hit and miss rates at a glance
- First response and resolution time trends track week over week gains
68%
Resolution rate
94%
SLA hit rate
-42%
Avg. response time
SLA Hit Rate by Inbox
Response Time Trend
Plays to launch
Concrete rules your team can set up immediately.
Priority routing
Fast lanes for VIP accounts and urgent issues.
- Match message content for "outage" or "refund"
- Add conditions on custom attributes such as plan tier
- Assign the senior team and track it against your SLA policy
Self-service first
Answer common questions before a conversation reaches an agent.
- Let Captain answer first-response questions from your help center
- Hand off to an agent when Captain cannot answer
- Escalate with the full conversation history attached
After-hours coverage
Keep customers informed while teams sleep.
- Set business hours per inbox
- Send an auto-responder with expected reply times
- Add a label so the next shift can pick it up
Toolkit
Features, integrations, and controls that make this use case stick.
APIs and webhooks
Push conversation, message, and contact events to your own systems, and write back through the REST API.
Channel-aware
Scope a rule to one inbox, or let it run across live chat, email, WhatsApp, SMS, and social.
Reports
See conversation volume, response times, SLA hit rates, and CSAT so you can tune rules quickly.
Common questions
Practical answers teams ask before rolling this out.
Do we need engineers to maintain Chatwoot automations?
No. Automation rules are configured from the dashboard as a trigger, a set of conditions, and the actions to run. Developers can still use the REST API and webhooks for advanced steps, but operations can maintain the rules day to day. Automation rules are available on the Business and Enterprise plans.
Can we prevent wrong replies?
Yes. An agent reviews and sends every Captain draft, and you can scope each rule to specific inboxes, labels, or custom attributes so automated messages only go out where you intend.
How do we measure success in Chatwoot?
Use the conversation reports for volume, first response time, and resolution time, the SLA reports for hit and miss rates, and the CSAT reports for satisfaction. Label trends show which topics are growing.
Can we A/B test automation rules?
No. Chatwoot does not have A/B testing for automation rules. You can turn one rule on at a time and compare the conversation, SLA, and CSAT reports for the periods before and after the change.
How do we keep humans in the loop?
Agents review and send every Captain draft. Rules can email a team or add a label so the right people are notified, and private notes and mentions keep the handover visible inside the conversation.
Related resources
Sketch your first automation with us
Describe your routing needs and we will build a working rule live.