Ticketless support desk with shared context
Chatwoot helps you triage, assign, and resolve conversations faster with shared inboxes, SLAs, Captain AI assistance, and instant context in one workspace.
- Smart routing by inbox, labels, priority, and team
- Collision detection, notes, and mentions keep everyone aligned
- SLA policies on Business and Enterprise, CSAT and reports from Startups up
Key outcomes
Every channel, one queue
Email, chat, WhatsApp, SMS, Facebook, and Instagram in one view with shared ownership.
Predictable response times
SLAs, business hours, and alerts prevent silent breaches and keep leaders informed.
Captain in the sidebar
Suggested replies and label suggestions reduce handle time and smooth handoffs. Captain credits come with paid plans.
Audit-ready
Audit logs on Enterprise record sign-ins, security events, and configuration changes, and assignment and label changes stay visible in the conversation.
Powered by core features
The features that make a ticketless support desk possible.
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Context
Pro
bug
4.5/5
Every channel, one queue with Captain
Agents handle WhatsApp and email together with Captain suggestions and SLA timers so responses stay fast and consistent.
- Captain suggests labels and drafts replies, and rules route on those labels
- SLA timers and alerts prevent silent breaches
- Collision detection and notes keep ownership clear
- Customer context sidebar shows plan attributes, labels, and past conversations
No-code routing for VIP customers
No-code routing pushes VIP conversations to the right owner with clear alerts before an SLA can breach.
- Route by inbox, labels, language, and custom attributes such as customer tier
- SLA alerts fire before breaches happen
- Auto-assignment spreads the load, with agent capacity limits on Enterprise
When conversation created
Any channel · Any inbox
If customer tier = VIP
Custom attribute condition
Assign to Senior Support
Add label: vip · Email the team
Plays to launch
Concrete plays your team can use immediately.
Automated triage
Get conversations to the right owner in seconds.
- Match on browser language, labels, and message content
- Route by team, priority, or custom attributes
- Assign the owner and email the team instantly
Structured escalations
Keep specialists focused with context-rich handoffs.
- Use @mentions and private notes
- Send Slack alerts with a link to the conversation
- Track reopens and resolution reasons with labels
Quality and coaching
Maintain quality as you scale headcount.
- Review conversations and CSAT responses for QA
- Flag outliers via CSAT and SLA reports
- Turn repeated issues into macros or help center articles
Toolkit
Features, integrations, and controls that make this use case stick.
Collaboration
Notes, mentions, collision detection, and shared views keep teams in sync.
Automations
Automation rules, macros, and SLA policies handle repetitive routing and updates. Both are on Business and Enterprise.
Analytics
Live view plus conversation, agent, SLA, and label reports, available from the Startups plan up.
Common questions
Practical answers teams ask before rolling this out.
How does Chatwoot handle multiple teams?
Create teams and inboxes, then route with automation rules and auto-assignment. Agent capacity limits are available on Enterprise. Teams and automation rules are on the Business and Enterprise plans.
Can we avoid duplicate replies?
Collision detection, notes, and mentions make it clear who is working a thread. Drafts and macros keep responses consistent.
Do we need a separate ticketing tool alongside Chatwoot?
No. Chatwoot is conversation first, with assignments, private notes, and reports built in. SLA policies come with Business and Enterprise, and audit logs with Enterprise.
Can we mirror existing ticket IDs or tags?
You can recreate your tags as Chatwoot labels and store external ticket IDs as custom attributes, then filter and report on them. There is no bulk tag import.
How do we train new agents?
Macros, canned responses, and Captain drafts help new agents get up to speed, and reports let you coach with real conversations.
Related resources
Run a pilot queue in Chatwoot
Bring sample conversations and we will configure routing, SLAs, and Captain live.