Chatwoot

What is Chatwoot

Chatwoot is an open-source customer engagement platform that combines an omnichannel support desk, knowledge base, and AI assistant. It is offered as both a cloud-hosted service and a self-hosted application you can run on your own infrastructure. The platform focuses on bringing messages from websites, email, social channels and messaging apps into a single workspace for support teams.

The project is maintained as an open-source repository and has a large community of contributors and adopters. You can review the code and contribution activity on Chatwoot’s GitHub repository: Chatwoot's GitHub repository (https://github.com/chatwoot/chatwoot). The dual approach—cloud and self-hosted—lets teams decide whether to delegate operational responsibility to Chatwoot’s cloud offering or keep full control of their customer data by running Chatwoot in-house.

Chatwoot positions itself as an alternative to vendor-hosted support platforms and customer messaging tools, providing comparable features to many commercial products while enabling data ownership and custom integrations.

Chatwoot features

Chatwoot provides a set of features aimed at modern support workflows, with a particular emphasis on omnichannel routing, automation, and extensibility. The list below summarizes core capabilities and implementation notes.

• Omnichannel inbox: Consolidates conversations from website live chat, email, Facebook, Instagram, WhatsApp, Telegram, Line and other channels into a single agent inbox with routing and assignment rules.
• AI assistant (Captain / Co-pilot): Built-in AI features for suggesting replies, answering common questions from the knowledge base, translating messages, and automating conversational flows. Chatwoot’s AI is designed to reference your help articles and past transcripts to generate answers.
• Live chat widget: A customer-facing widget you can embed on web properties with customizable colors, text, and behavior to match your brand.
• Help center / knowledge base: Multi-portal help center capability with category and article management, AI-powered search for natural-language queries, and support for multi-locale content.
• Automation and rules: Assignment rules, canned responses, macros, and workflow automations to escalate conversations, tag them, or apply SLA rules.
• APIs and developer extensibility: REST APIs and webhooks to integrate Chatwoot with CRMs, internal systems, or custom tooling. The platform is built to be extended for specialized workflows.
• Security and compliance: Self-hosting and enterprise controls, plus cloud customers benefit from platform-level security measures. Chatwoot publishes details about its security posture and compliance, including SOC 2 Type II coverage for cloud customers: their enterprise security features (https://www.chatwoot.com/security).

What does Chatwoot do?

Chatwoot centralizes customer conversations from multiple channels into a single, searchable workspace. Agents can see conversation history, apply labels and notes, and collaborate on tickets without switching apps. The inbox is designed for live agent handoffs as well as automated AI responses, letting teams mix human and automated support.

On the customer-facing side, Chatwoot provides a configurable live chat widget and help center that can be customized per-brand or per-product. This makes it possible to host multiple portals and separate content for different segments while managing everything from one admin console.

For developers and platform teams, Chatwoot exposes APIs and webhooks so conversations can be pulled into custom dashboards, CRM records can be updated programmatically, and messages can trigger downstream processes. Self-hosted deployments allow organizations to keep PII inside their environment and integrate Chatwoot directly with internal authentication and storage systems.

Chatwoot pricing

Chatwoot offers flexible pricing tailored to different business needs, from individuals and small teams through to enterprises requiring advanced security and SSO. Pricing typically includes monthly and annual billing options with discounts on annual commitments and separate tiers for cloud-hosted plans and enterprise services. For organizations that choose to self-host, costs will include hosting, maintenance, and any platform support subscriptions you purchase.

Cloud-hosted subscriptions commonly include managed hosting, automatic updates, and enterprise add-ons such as advanced security or SLA-backed support. Self-hosted deployments are licensed under open-source terms for the core product, while paid support, managed services, or enterprise features may be available as separate commercial offerings.

Common plan names used in support-platform comparisons include Free Plan, Starter, Professional, and Enterprise; actual available packages, limits, and included features vary between Chatwoot’s cloud offerings and managed-enterprise options. Check Chatwoot's current pricing plans (https://www.chatwoot.com/pricing) for the latest rates and enterprise options.

Visit their official pricing page for the most current information.

How much is Chatwoot per month

Chatwoot offers flexible pricing with monthly billing available for cloud-hosted plans and separate cost structures for self-hosted deployments. Monthly rates typically rise with additional seats, advanced features, and enterprise SLA requirements. For a precise monthly quote that matches your channel volume and support needs, check Chatwoot's current pricing plans (https://www.chatwoot.com/pricing).

Monthly costs for self-hosted Chatwoot are effectively your hosting and operational expenses plus any optional paid support; cloud plans consolidate those into a single recurring fee.

How much is Chatwoot per year

Chatwoot offers annual billing options that commonly provide a discount compared to monthly billing for cloud-hosted plans. Annual subscriptions are useful for teams that want predictable budgeting and reduced administrative overhead. For current yearly rates and to calculate savings between monthly and annual billing, consult Chatwoot's current pricing plans (https://www.chatwoot.com/pricing).

How much is Chatwoot in general

Chatwoot pricing ranges from self-hosted, cost-of-ownership models up to commercial cloud subscriptions with tiered fees based on seats, channels, and enterprise features. Self-hosted costs can be as low as server and maintenance expenses for small teams, while cloud-hosted plans scale upward for high-volume or enterprise use.

To estimate total cost of ownership, account for software hosting, backups, monitoring, uptime SLAs, staff time for operations (for self-hosted), and any paid support tiers you purchase from Chatwoot or third parties. Check Chatwoot's current pricing plans (https://www.chatwoot.com/pricing) for up-to-date numbers and enterprise quotes.

Visit their official pricing page for the most current information.

What is Chatwoot used for

Chatwoot is used to manage customer conversations and support workflows across multiple channels within a single interface. Teams use it to respond to incoming messages, track conversation history, and assign tickets to agents or teams. It supports both synchronous live chat and asynchronous channels like email, social DMs, and messaging platforms.

Common use cases include:

• Customer support for SaaS products where chat-driven sales and support conversations are frequent
• E-commerce customer service for handling order queries across chat, WhatsApp, and social channels
• Multi-brand support where separate help center portals are required for different product lines
• Internal help desks that want to keep conversation history and analytics in a single system

Organizations that value data ownership and regulatory compliance often choose Chatwoot’s self-hosted deployment to keep customer data on-premises or inside their cloud tenancy. Teams that prefer managed services select Chatwoot’s cloud offering to remove infrastructure overhead while retaining access to the platform’s features.

Pros and cons of Chatwoot

Pros:

• Consolidates multiple conversation channels into a single inbox, reducing context switching for agents.
• Open-source core allows self-hosting and code inspection; strong contributor community and active repository on GitHub: Chatwoot's GitHub repository (https://github.com/chatwoot/chatwoot).
• Built-in AI features (Captain / Co-pilot) for automating routine answers, suggesting replies, and improving agent efficiency.
• Flexible help center with multi-portal support and AI-driven search for better self-service discovery.
• Integration-friendly via REST APIs and webhooks, enabling deep customization and CRM integration.

Cons:

• Self-hosting requires engineering resources to manage uptime, scaling, security patches, and backups; total cost of ownership depends on these operational requirements.
• Feature parity and polish can vary compared to large commercial incumbents; some organizations may require custom development to match advanced enterprise needs.
• Add-on services like premium support, dedicated SLAs, or advanced compliance features may require enterprise arrangements or separate contracts.
• If you rely heavily on proprietary integrations offered by other vendors (for example platform-specific routing or analytics), implementing equivalent functionality may require engineering effort.

Chatwoot free trial

Chatwoot’s cloud offering typically includes a trial period or a Free Plan tier suitable for evaluation and small teams. The free options let you test the live chat widget, agent inbox, and basic integrations without an immediate commercial commitment. For longer evaluations or enterprise features, the company provides trial or demo arrangements on request.

Self-hosted users can deploy the open-source version directly and evaluate the product in their environment without licensing fees for the core software. That makes it straightforward to test real-world load, integrations, and data residency before committing to a hosted plan or paid support.

To start a trial or request a demo, check Chatwoot's current pricing plans (https://www.chatwoot.com/pricing) and documentation for onboarding instructions and trial eligibility.

Is Chatwoot free

Yes, Chatwoot offers a free option for evaluation and an open-source core for self-hosting. The open-source repository allows teams to run Chatwoot without license charges for the core product, while cloud-hosted plans have paid tiers for managed services and enterprise features. For the latest details on available free tiers and their limitations, review Chatwoot's current pricing plans (https://www.chatwoot.com/pricing).

Chatwoot API

Chatwoot exposes REST APIs and webhook endpoints that let developers fetch conversations, post messages, create contacts, and respond to events programmatically. The API is designed to support integrations with CRMs, order systems, business intelligence tools, and custom automations.

Common API usage patterns include:

• Creating or updating contact records based on incoming messages
• Sending outbound messages to customers via supported channels
• Automating conversation assignment by integrating with external routing systems
• Exporting transcripts and analytics to external reporting tools

Comprehensive developer documentation, authentication patterns (API keys or token-based systems), and example integrations are available in Chatwoot’s documentation. For details on endpoints, rate limits, and sample code, consult Chatwoot's developer documentation (https://www.chatwoot.com/docs).

10 Chatwoot alternatives

Paid alternatives to Chatwoot

• Zendesk — Large, enterprise-grade support platform with ticketing, a knowledge base, multi-channel support, and extensive analytics. Well-suited for organizations that want a vendor-managed, full-featured support suite.
• Intercom — Messaging-first platform with product tours, in-app messaging, and conversion-focused workflows. Popular for growth-oriented teams that combine support with marketing automation.
• Freshdesk — Cloud helpdesk with ticketing, automation, omnichannel support and a developer-friendly platform. Often chosen by mid-market organizations for its balance of features and cost.
• HubSpot Service Hub — Part of HubSpot’s CRM platform, combining ticketing, conversational tools, and customer portals tightly integrated with marketing and sales workflows.
• Help Scout — Email-first support tool with shared inboxes, knowledge base, and reporting, targeted at small to mid-size teams needing a simple but powerful experience.
• Gorgias — Focused on e-commerce support with deep Shopify and Magento integrations, allowing teams to handle orders and returns directly from the inbox.
• Front — Shared inbox and customer communication platform emphasizing collaboration across teams with customizable routing and automation.

Open source alternatives to Chatwoot

• Zammad — Open-source helpdesk and ticketing system supporting web, email, chat, and social channels with a focus on ticket workflows and reporting.
• Mautic (Conversations feature) — While primarily a marketing automation platform, Mautic includes conversational and email tools that can be extended for customer messaging in open-source stacks.
• Rocket.Chat — Open-source team chat with support for building chatbots and customer-facing chat, often used for in-house or customer-facing messaging.
• Live Helper Chat — Self-hosted live support system providing chat widgets, operator console, and automation for smaller self-hosted deployments.
• uvdesk — Open-source helpdesk solution built for extensibility and multi-channel support with a community edition you can self-host.

Frequently asked questions about Chatwoot

What is Chatwoot used for?

Chatwoot is used for omnichannel customer support and engagement. Teams use it to manage live chat, social messages, email conversations, and help center content from a single inbox. It supports both human and AI-assisted responses, and can be self-hosted for data control or used as a managed cloud service.

How does Chatwoot compare to Intercom?

Chatwoot is an open-source alternative with stronger self-hosting and data ownership options. Intercom focuses on product messaging, marketing automation, and paid managed services, while Chatwoot emphasizes a consolidated inbox, extensibility via APIs, and the ability to run on your own infrastructure. The right choice depends on priorities like managed features versus control and customizability.

Does Chatwoot support WhatsApp messaging?

Yes, Chatwoot supports WhatsApp as a channel. It provides integration for sending and receiving rich messages over WhatsApp and managing those conversations in the same agent inbox as other channels; configuration details are in their documentation for channel setup.

Can I self-host Chatwoot on my own servers?

Yes, Chatwoot can be self-hosted. The project is open-source, enabling teams to deploy it in their own cloud tenancy or on-premises infrastructure, which allows full control over data residency, backups, and security configuration. Deployment guides and the source code are available on Chatwoot's GitHub repository (https://github.com/chatwoot/chatwoot).

Is Chatwoot suitable for enterprise customers?

Yes, Chatwoot offers features and support options suited for enterprise use. Enterprises typically leverage managed cloud plans with SLAs, SOC 2 Type II security controls, or self-hosted deployments combined with paid support to meet compliance and operational requirements. For specific enterprise capabilities, consult Chatwoot's enterprise documentation: their enterprise security features (https://www.chatwoot.com/security).

Why choose Chatwoot over a closed-source helpdesk?

Chatwoot provides code transparency and self-hosting options that closed-source products do not. That transparency helps organizations audit behavior, adapt the platform to internal policies, and keep customer data within their control. It also allows developers to extend and integrate the platform beyond vendor-provided connectors.

When should I choose the cloud-hosted Chatwoot versus self-hosting?

Choose cloud-hosted Chatwoot if you want managed operations, automatic updates, and lower DevOps overhead. Choose self-hosting when you need strict data residency, have internal compliance constraints, or require custom integrations that tie directly into private systems. Evaluate both options against your operational capacity and risk profile.

Where can I find Chatwoot documentation and developer guides?

Chatwoot publishes technical documentation and developer guides online. Their docs cover installation, API usage, channel integrations, and feature configuration; find setup and integration guides on Chatwoot's documentation site (https://www.chatwoot.com/docs) and code examples in the GitHub repository (https://github.com/chatwoot/chatwoot).

How secure is Chatwoot for handling customer data?

Chatwoot supports enterprise security practices and cloud customers have SOC 2 Type II coverage. For self-hosted deployments, security depends on your infrastructure and operations; for cloud plans, Chatwoot publishes security-focused resources and compliance details on their site: their enterprise security features (https://www.chatwoot.com/security). Always assess encryption, access controls, and logging configuration for your specific deployment.

Does Chatwoot integrate with CRMs and third-party tools?

Yes, Chatwoot integrates with external systems using built-in connectors, REST APIs, and webhooks. Popular integration patterns include syncing contacts to CRMs, creating tickets in external systems, and triggering workflows based on conversation events. Use the API and webhook documentation to build custom connectors for your toolchain (https://www.chatwoot.com/docs).

Chatwoot careers

Chatwoot maintains a public presence for hiring and often lists roles on its company site and GitHub organization. Open roles range from engineering and product to community and customer success. Because Chatwoot is both a product company and an open-source project, contributors may find opportunities in development, documentation, and ecosystem partnerships. For up-to-date job listings and application processes, check Chatwoot’s careers or hiring pages and their corporate site.

Chatwoot affiliate

Chatwoot offers partnership and integration programs that vary by region and partner type. Affiliate or referral arrangements are commonly handled through commercial agreements for cloud subscriptions or managed services. If you are interested in partnering as a reseller or referral partner, contact Chatwoot through their business or partnerships channels listed on the website to discuss program specifics and commission structures.

Where to find Chatwoot reviews

You can find user reviews and comparative analyses of Chatwoot on software review sites, industry blogs, and community forums. Look for hands-on reviews that cover setup, day-to-day operations, and support response times. For community feedback and contribution activity, examine Chatwoot’s GitHub issues and pull request history, and for customer testimonials and case studies consult Chatwoot's site and third-party review platforms.