Chatwoot

Chatwoot is an open-source customer support platform that centralizes customer conversations into a shared, omnichannel inbox. It combines live chat, email, and popular messaging integrations with tools for team collaboration, automation, and customer context.

Key Features

• Omnichannel inbox for managing conversations across website chat, email, and supported messaging channels
• Website chat widget for real-time customer messaging
• Help center portal to publish FAQs and support articles
• Team collaboration tools such as private notes, mentions, labels, and canned responses
• Workflow automation including auto-assignment, business hours, and autoresponders
• Contact management with customer profiles, history, segmentation, and custom attributes
• Reporting and analytics including agent/inbox performance and CSAT reporting
• Integration options for common support workflows (for example Slack and external tools)

Use Cases

• Customer support teams handling live chat and email in a single shared inbox
• SaaS and e-commerce support desks needing contact context, automation, and CSAT tracking
• Organizations replacing proprietary helpdesk tools while keeping control of customer data

Limitations and Considerations

• Some channel integrations and advanced capabilities depend on configuring external providers and environment variables

Chatwoot is a strong choice for teams that need a modern, scalable support desk with omnichannel communication and built-in productivity features. It works well for both internal support operations and customer-facing support at growing organizations.