Apr 30, 2025
Pranav Raj S
Introducing Captain - our AI Agent
I’m excited to introduce something we’ve been building at Chatwoot: Captain, our new AI agent that helps you deliver faster, more efficient support while reducing your team’s workload.
Chatwoot Blog
Insights on customer service, product updates, engineering deep-dives, and tips to deliver exceptional support experiences.
May 30, 2024Pranav Raj S
50,000 Installations of Chatwoot
I’m excited to share that we have crossed 50,000 self-hosted production installations of Chatwoot. What is Chatwoot? Chatwoot is an open-source support tool built as an alternative to Intercom and Zendesk.
Sep 27, 2023
Hricha Shandily
What if we could use Email Signatures across all channels?
Omnichannel message signatures are like a unified signature that you can use across different channels of customer communication, and not just in emails. Explore why they are important, and how to use them.
Sep 18, 2023Hricha Shandily
What is coming in Chatwoot V3?
Chatwoot V3.0 is on the horizon, slowly making its entrance. Our theme for this release is enhancing prioritization and boosting efficiency. In this article, we talk about the main changes we are introducing.
Sep 04, 2023Hricha Shandily
Ready made Canned Responses, and the art of employing them
Introducing: Canned Responses Library – a collection of 124 replies that can be used in commonly-occurring support situations like greeting a customer, dealing with angry customers, transferring chats, etc.
Aug 31, 2023Hricha Shandily
Audit Logs: Enhancing transparency and security in Chatwoot
We recently rolled out something exciting to help keep things crystal clear – Audit Logs. Audit Logs work noiseless in the background by recording every activity happening within your Chatwoot account, which you can screen later.
Jun 14, 2023Hricha Shandily
Leveraging AI in Chatwoot: Compose, Optimize, Summarize
Introducing exciting AI features in Chatwoot! Welcome your conversation sidekick, which effortlessly helps you compose, optimize, & summarize. Spend more time building meaningful relationships with your customers and always providing top-notch customer service.
Jun 02, 2023Hricha Shandily
How Tegrus uses Dashboard Apps to triple its sales
The Dashboard Apps feature lets you embed your app into the Chatwoot dashboard. This way, it becomes readily available to use. But what if it could be used to bring in more sales? Tegrus cracked the code.
May 16, 2023Hricha Shandily
[Founders’ guide] Principles for writing UX copy
Writing content for a digital product means helping customers throughout their journey. This directly impacts retention, sales, and branding. We offer insights into how we are developing our principles and improving our product's copywriting game.
Mar 28, 2023Hricha Shandily
This caretaker has cracked customer satisfaction unlike many MBAs
Our team met in Coorg and was greeted with the finest customer service by Rakesh, our favorite caretaker ever. We cover everything he showed us about caring for customers and providing excellent customer satisfaction.
Mar 03, 2023
Sojan V Jose
Chatwoot is now SOC 2 Type II compliant
SOC 2 is a widely recognized auditing standard developed by the AICPA. Our audit report ensures the security, processing, integrity, & confidentiality of user data. With Chatwoot, your data is in safe hands.
Dec 29, 2022Pranav Raj S
2022 in review: Improving customer communications every day
2022 has been fun to build Chatwoot and a community around it. We thank you for keeping us going throughout this and many more years to come. Let us do a quick replay––2022 in retrospect.
Dec 21, 2022
Ishita Bagchi
The age of "Optichannel" customer engagement: what is it, and how to approach it?
It can be overwhelming to engage with your customers through all the available channels. But is that really necessary? It is better to identify your best-performing channels and optimize them for a better customer experience. Enter: optichannel customer engagement.
Dec 05, 2022Ishita Bagchi
5 honest ways to write damn good customer service emails
Research has shown that 95% of customer service teams prefer emails to communicate with their customers. So, your team will need to know what the best ways to write a good email are.
Nov 15, 2022Ishita Bagchi
9 clever ways companies are using FAQ Pages to win customers
We went through a lot (about 50?) of websites with converting FAQ pages and found some common ground. There are some ways that can make your FAQ pages (or sections) way more helpful for your visitors and your revenue.
Nov 07, 2022Ishita Bagchi
Satisfactory customer service: 14 essential Do's & Don'ts
Following good customer service practices and avoiding the bad ones makes at least 93% of your customers stick with your brand. It requires some learning and unlearning to ensure that your customer service is top-notch.
Oct 28, 2022Ishita Bagchi
🎧 The Customer Service Communication Playbook
Communication in customer service is the process of understanding customer pain points to deliver consistent brand messaging and support across all channels. How to do that? This article will help.
Oct 17, 2022Ishita Bagchi
The beginner’s guide to social media customer service
Through social media customer service, brands can keep customer satisfaction high, improve their retention rates, and potentially drive sales by engaging potential customers. Here is all you need to know to get started.
Oct 10, 2022Ishita Bagchi
Will customer service be replaced by robots?
AI-driven customer service is growing at a fast pace. At the same time, consumer acceptance of chatbots has lagged behind industry expectations. So, will customer service be replaced by robots?
Oct 04, 2022Ishita Bagchi
The complete guide to providing live chat customer support
Live chat has the second-highest customer satisfaction rating at 85%. How to implement it for your business? Mistakes to avoid? Best examples? We've got you covered.
Sep 26, 2022Ishita Bagchi
Mind the gap: The difference between customer service and customer support
Customer support and service look similar because both are aimed at helping customers. But, customer support is a subset of customer service focusing on specific things. By getting this distinction right, we can develop better strategies for creating positive customer experiences.
Sep 20, 2022Ishita Bagchi
What is omnichannel customer service, and how to leverage it?
Omnichannel isn't just about customers contacting you through multiple channels. It's about bringing all the resources together and enabling such interactions to happen seamlessly and consistently.
Sep 12, 2022Ishita Bagchi
9 critical goals in customer service that every business must set
If you want to bring objectivity and efficiency to your customer service process, set up these 9 customer service goals for your team.
Sep 06, 2022Ishita Bagchi
6 evergreen factors that determine customer satisfaction (with infographic)
Satisfied customers will help you sustain and stay profitable in your business. So, how to ensure your customers are satisfied? Adopt these 6 factors.
Aug 29, 2022Ishita Bagchi
11 types of customer service (and how to pick the right one)
Setting up your customer service? With so many support options, it can be daunting to select one for your support use case. Go through this list of different types of customer service, what they are, and what they bring to the table.
Aug 19, 2022Ishita Bagchi
Dashboard Apps: View user info from other URLs on your Chatwoot Dashboard!
We tried to bring all of your users' info to your Chatwoot dashboard. Result: Our newest feature, Dashboard Apps. Read on to learn more about it.
Aug 05, 2022Ishita Bagchi
The 10 crucial customer service KPIs and how to track them?
Customer service KPIs help you get insight into your performance. You should not miss out on the most important ones. Click to find out which ones are these.
Jul 28, 2022
Tejaswini Chile
How we improved Chatwoot File Upload
We were facing some issues with faulty file upload in Chatwoot. How did we take this issue, and how did we finally fix it? Here's a full account!
Jul 22, 2022Ishita Bagchi
30 customer service tips you can adopt right now
Good customer service has endless benefits. But how can you ramp up without much friction? We might be able to help with these 30 quick tips.
Jul 14, 2022Ishita Bagchi
20 reasons why is customer service important to drive business results in 2023
The long-term success of your business always boils down to your customers. We cannot deny the utmost importance of customer service. Read on to learn how it helps drive business results.
Jul 07, 2022Ishita Bagchi
15 best ever examples of memorable customer service experiences [& bonus tips]
One of the most important things to keep your customers happy and bring in more is your customer service experience. We looked for companies that have aced this and here are our top 15 examples.
Jul 06, 2022Hricha Shandily
Data protection, open-source, and millions worth of goodwill
Data security is not so easy to maintain for anyone, whether it is you or a vendor. While Cloud computing is very convenient, it can also put your customer data at risk. This is capable of costing you your goodwill. Can open-source help?
Jun 29, 2022Hricha Shandily
41 actionable tips to improve your Customer Service strategy
A good customer service strategy means 4-8% higher revenues. When thinking about improving your CS strategy, keep these things in mind.
May 19, 2022Hricha Shandily
Pre chat form + Automations = 🚀
You can now get all the information you need about a contact before they even start a conversation with you. By using pre-chat forms along with automation, you'll save time and increase productivity. ✨
Apr 18, 2022Hricha Shandily
Complete guide: Create your Customer Experience strategy
Customer experience is what shall differentiate your brand from others. It's here to stay and is going to become an important factor in determining key business performance indicators like retention and sales. Here are all of the actions you should take to create an effective CX strategy in 2022.
Dec 20, 2021Pranav Raj S
Learnings from building a community around Chatwoot
Building a community around a product is hard. It takes a good amount of effort to create an active group of enthusiastic people about what you are building. Being open source simplifies the process. However, continuing the progress without burnout is a balance.
Dec 09, 2021Pranav Raj S
2.0 release, EE Edition, et al.
Announcing Chatwoot 2.0! This version brings improvements to the product stability, adds new features, and brings a complete design overhaul. This release also marks our first Enterprise edition offering.
Oct 07, 2021Pranav Raj S
Chatwoot - September Update
I'm excited to share the updates for the last month. We were trending on the Github trending list in September. 🔥 New Channels - Line & Telegram Now you can communicate with your customers from Line & Telegram on Chatwoot.
Oct 01, 2021Pranav Raj S
Hacktoberfest 2021 at Chatwoot
We are happy to announce that we are participating in Hacktoberfest 2021. For those who don't know about Hacktoberfest, it is an annual event conducted by DigitalOcean to promote open-source contributions and build awareness about open-source communities.
Sep 02, 2021Pranav Raj S
Chatwoot - August Update
We are starting a new series from this month, where we would share exciting things happening around Chatwoot. We will share the product updates, progress, community events, etc., through these...
Jul 14, 2021
Muhsin K
Implementing Deep linking in React native mobile apps
Learnings from implementing Deep linking in Chatwoot mobile apps We live in a world where things are interlinked. We share links more frequently than ever before and want our customers to reach their desired pages...
May 06, 2021
Sony Mathew
Access localhost from the internet – External service callbacks made easy with LocalTunnel
Improve development experience with external service callbacks from Facebook, Twitter, Twilio etc., using LocalTunnel. Working with third-party integrations As a product developer, one of the biggest pain points that you come across might be related to working with…
Dec 30, 2020Pranav Raj S
Woot Journals: 2020 - The year in review
A blog about the progress we made in 2020. 2020 was an overwhelming year for everyone globally due to a global pandemic, concerns over political unrest and racial injustice, climate change etc…
Sep 12, 2020Pranav Raj S
Woot Journals: How to decide pricing plans for an open-source product?
A blog about how Chatwoot pricing has evolved over time TLDR: Start selling services, identify the value you provide and decide pricing plans based on it. In this blog post, let me describe how we make our pricing...
Aug 15, 2020Sojan V Jose
Woot Journals: One year since open-sourcing Chatwoot
Looking into the one year of open-sourcing Chatwoot. Chatwoot is now one of the most popular open-source live chat software on Github. If you haven’t been following the story so far, here is the story…
Apr 19, 2020Sojan V Jose
It's a bot story
Building conversational bots into Chatwoot. It’s a bot story Since the initial development days of Chatwoot, we have constantly asked ourselves how the platform should handle chatbots. Right…
Feb 19, 2020Sojan V Jose
A new decade and the road ahead
Welcoming a new decade with some exciting news from Chatwoot. It’s 2020 and the decade has begun with the world around us in turmoil. With rising political uncertainties across the globe and a warming planet that…
Dec 15, 2019Sojan V Jose
Red pill or Blue pill? Answering an acquisition offer
Thoughts on the acquisition offer for Chatwoot from a prominent player in Helpdesk SaaS. For those not familiar with the analogy here, the red pill, together with it's opposite, the blue pill, is a popular cultural meme derived from a…
Nov 28, 2019Sojan V Jose
Building in the open
The story of a failed startup that turned into a trending open-source project. We released Chatwoot on Hackernews and remained in the top 15 for over a day. A dream start for our small team, right?