AI TOOL PROFILE
Chatwoot: Omnichannel Customer Support Software
- Customer Support
- Help Desk
- Customer support teams
- Businesses requiring data residency control
- SMBs using multiple social messaging channels
- Teams looking for open-source support tools
Pricing
Paid plans start at $19 per agent per month billed annually. A free Hacker plan is available for up to 2 agents. A 15-day free trial is available.
At a glance
- Best for
- Customer support teams, Businesses requiring data residency control, SMBs using multiple social messaging channels, Teams looking for open-source support tools
- Key use cases
- Centralizing Multi-Channel Support, Automating Initial Inquiries, Supporting Multilingual Customers, Maintaining Data Sovereignty
- Integrations
- Slack, Dialogflow, Google Translate, Linear, WhatsApp Business API
- Official website
- Visit Chatwoot official website
How AI is used
Chatwoot is a customer support platform designed to unify various communication channels. It allows agents to handle messages from a website live chat, email, WhatsApp, Instagram, Facebook, and other messaging services within a single interface.
The software offers both a cloud-hosted service and a self-hosted option for those with specific data residency or security requirements. It includes an AI agent called Captain and an agent assistant called Copilot to support support tasks.
Buyers should confirm their needs regarding automation and reporting, as features such as automation rules, teams, and detailed agent reporting are available in the Business and Enterprise plans.
For organizations focused on compliance, the platform is SOC 2 Type II and GDPR compliant, providing encryption and audit logs to support data security.
Key Features
Omnichannel Dashboard
Consolidates conversations from live chat, email, WhatsApp, Instagram, Facebook, TikTok, Telegram, and Line into one view.
Captain AI Assistant
An AI agent designed to automate initial customer inquiries by learning from help centers and FAQs.
Copilot Agent Support
Provides agents with reply suggestions, message translation, and conversation summarization.
Self-Hosting Option
Allows businesses to deploy the software on their own infrastructure for data ownership.
Help Center
A customizable knowledge base portal that supports customer self-service.
Customer Profiles
Unified views of customers including conversation history, contact notes, and custom attributes.
Use Cases
Centralizing Multi-Channel Support
Managing customer interactions from social media, email, and web chat in a single shared inbox.
Automating Initial Inquiries
Using Captain AI to handle frequent questions based on help center documentation before transferring to an agent.
Supporting Multilingual Customers
Using Copilot translation features to communicate with customers in different languages.
Maintaining Data Sovereignty
Deploying the open-source version on internal servers to meet specific regulatory or privacy standards.
Integrations
- Slack
- Dialogflow
- Google Translate
- Linear
- WhatsApp Business API
FAQ
What is the difference between Chatwoot's cloud and self-hosted versions?
- The cloud version is managed by Chatwoot on AWS, while the self-hosted version allows businesses to deploy the software on their own infrastructure for data ownership.
Does Chatwoot offer a free plan?
- Yes, the Hacker plan is free for up to 2 agents, though it is limited to the live chat channel and lacks features like the help center and automation.
How does the AI pricing work in Chatwoot?
- Paid plans include a monthly allotment of Captain AI credits (300 for Startups, 500 for Business, 800 for Enterprise), with additional credits available at $20 per 1,000.
Source category: Customer Support
Source subcategory: Help Desk
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