Chatwoot

Chatwoot is a self-hosted customer support platform for teams considering an alternative to Intercom or Zendesk. It combines a shared inbox, an AI agent called Captain, and a help center. You can host the platform on your own server to control your customer data, or use Chatwoot's hosted cloud service.

Captain answers common questions using help articles, FAQs and past chats. Its Copilot assists human agents with suggested replies, access to earlier conversations and help article lookups. It also translates responses for customers who speak different languages.

The shared inbox brings together website live chat, email, WhatsApp, Facebook, Instagram, Telegram and LINE. Teams can discuss cases through private notes and mentions, reuse saved replies, and route conversations according to agent availability and capacity. Labels, filters and custom views help organize the queue, while contact profiles preserve interaction history.

The help center lets customers read articles and guides without contacting an agent. Teams managing several brands or products can maintain separate portals from one dashboard. Conversational AI search helps customers find relevant content, and the live chat widget can match a site's branding.

Integrations connect the desk to existing work: agents can manage conversations in Slack, handle Shopify orders and create Linear tickets within Chatwoot. APIs support custom integrations, and dashboard apps embed internal tools. Reports cover conversations, agent and team activity, plus customer satisfaction; teams can download reports for further analysis.