Chatwoot

Description

Chatwoot is an open-source, self-hosted customer engagement suite, offering an alternative to platforms like Intercom and Zendesk. It empowers businesses to efficiently manage customer communications across various channels, view detailed customer profiles, and re-engage with them using personalized workflows. Designed for scalability and flexibility, Chatwoot adapts seamlessly to diverse workflows, making it an ideal solution for businesses of all sizes. Its multilingual support, powerful integrations, and robust API make it a standout tool in the customer engagement space.

Features

• Multi-Channel Conversations:
  • Website: Integrate a live chat widget with user identification SDK to provide contextual support.
  • Social Media:
    • Facebook: Reply to direct messages from your business pages.
    • Instagram: Manage and respond to direct messages with ease.
    • Twitter: Handle direct messages and mentions from a single dashboard.
  • Messaging Apps:
    • Telegram: Seamless integration for customer interactions.
    • WhatsApp: Manage WhatsApp Business conversations efficiently.
    • Line: Centralize conversations from Line accounts.
  • SMS: Use Twilio SMS integration to consolidate SMS communication.
  • Email: Route email queries directly into the Chatwoot dashboard for streamlined management.
  • API Channel: Create custom communication channels tailored to your needs.
• CRM Capabilities:
  • Store customer details, track interaction history, and add detailed notes for seamless follow-ups.
  • Log emails, phone calls, and meetings directly within the platform.
• Custom Attributes: Extend Chatwoot by defining unique attributes for contacts and conversations.
• Shared Inboxes: Centralized inbox management for multiple brands or teams.
• Private Notes: Facilitate internal discussions using @mentions within conversations.
• Canned Responses: Speed up responses by saving replies to frequently asked questions.
• Labels and Workflows: Customize workflows using conversation labels for better organization.
• Auto Assignment: Automatically assign tickets to agents based on availability and workload.
• Conversation Continuity: Ensure seamless communication by transitioning between chat and email when needed.
• Multi-Lingual Support: Supports over 10 languages to cater to global audiences.
• Powerful API & Webhooks: Extend platform functionality with webhooks and a robust API.
• Slack Integration: Collaborate and manage conversations directly within Slack.

Technology Stack

• Backend: Ruby on Rails for scalable server-side logic.
• Frontend: Vue.js for responsive and interactive user interfaces.
• Database: PostgreSQL for secure and reliable data management.
• Caching: Redis to ensure fast and efficient caching.
• Containerization: Docker for consistent and portable deployments.
• Orchestration: Kubernetes for scalable application management.

Requirements

• Ensure all environment variables are configured correctly for full functionality (learn more).
• Deploy on supported platforms such as Heroku, DigitalOcean, or Kubernetes.