Omnichannel engagement without the chaos
Chatwoot unifies email, chat, WhatsApp, SMS, Facebook, and Instagram in one inbox. Keep responses consistent with Captain and automations.
- One inbox for every channel
- Routing by inbox, labels, language, country, and campaign
- Captain drafts replies across channels
Key outcomes
Consistent voice
Macros, canned responses, and Captain drafts keep tone aligned across channels. Captain credits come with paid plans.
Clear ownership
Assignments, teams, and collision detection prevent double replies.
Campaign-aware
Route with the campaign condition, labels, and custom attributes to keep marketing, sales, and support aligned.
Report across channels
Compare volume, SLAs, and CSAT across channels in one dashboard.
I placed an order yesterday but haven't received a confirmation email yet.
WhatsApp · 10:22 AM
Hi Maria, I found your order #4821. The confirmation was sent to your email at 10:05 AM. Could you check your spam folder? I can also resend it right now.
Channel context
order-status
English
One inbox, every channel
Teams triage WhatsApp, SMS, and email in one view, keeping ownership clear and tone consistent across channels.
- Filter conversations by inbox, label, priority, or assignment
- Label chips surface context before you open the thread
- Assignments visible for WhatsApp and email threads side by side
- Canned responses are shared account-wide so answers stay consistent everywhere
Cross-channel reporting
Reports reveal which channels need more staffing or training so leaders can adjust fast.
- Compare response times across chat, WhatsApp, SMS, and email
- CSAT breakdowns by channel show where quality diverges
- SLA reports on Business and Enterprise pinpoint staffing gaps per channel
Avg. Response Time
CSAT by Channel
4.6
Chat
4.5
4.3
SMS
4.4
Plays to launch
Concrete plays your team can use immediately.
Social and messaging coverage
Handle social DMs with the same rigor as email.
- Connect WhatsApp, Facebook, and Instagram
- Use labels and inbox conditions to route to the right team
- Respond with canned responses and macros
Campaign inbox
Coordinate responses to launches or promos.
- Add labels with an automation rule using the campaign condition
- Route to the campaign team and track it against an SLA policy
- Monitor volume and response times in the live view
Language-aware routing
Serve global audiences without delays.
- Match on browser language or country
- Route to local teams, and let Captain translate drafts
- Keep canned responses consistent across teams
Toolkit
Features, integrations, and controls that make this use case stick.
Channel depth
Native connectors for WhatsApp, email, SMS, Instagram, Facebook, plus chat widget and APIs.
Automation ready
Automation rules for routing and replies plus SLA policies, both on Business and Enterprise. Captain drafts replies and suggests labels.
Analytics rollups
Cross-channel dashboards for response times, SLA breaches, and CSAT so leaders can course-correct quickly.
Common questions
Practical answers teams ask before rolling this out.
Will Chatwoot replies respect channel nuances?
Canned responses are shared across the whole account rather than set up per channel, so you write one version and agents adapt it as they send. Captain drafts replies inside the conversation and an agent reviews before sending.
How do we avoid double replies?
Collision detection, assignments, and notes make ownership clear. Team views show who is active where.
Can Chatwoot measure cross-channel performance?
Reports show conversation volume, response times, and CSAT by inbox and in aggregate, so you can staff and train effectively. SLA reports are available on the Business and Enterprise plans.
How do we localize content?
Automation rules can route by browser language or country, you can keep localized canned responses, and Captain can translate a draft before an agent sends it.
How fast can we roll this out?
Start with one inbox, turn on Captain so agents get drafts, then add automation rules per inbox as you go. Automation rules are available on the Business and Enterprise plans.
Related resources
Unify your channels in one week
Bring your current tools and we will migrate a queue and prove the response time gains.