Chatwoot
Open-source customer support platform with AI-assisted agents, covering chat, email, and social channels in one inbox.
Independent overview by new Mantra · updated July 14, 2026
- Category
- Customer Service
- Pricing
- Free (Hacker, up to 2 agents); $19/agent/mo (Startups, annual); $39/agent/mo (Business, annual); $99/agent/mo (Enterprise, annual)
- Implementation
- 1-2 weeks
- Adoption risk
- Medium
- Integrates with
- Slack, DialogFlow, WhatsApp, Facebook, Instagram, Telegram
What Chatwoot does
Chatwoot is an open-source customer support platform that brings conversations from your website chat, email, WhatsApp, Facebook, Instagram, and Telegram into a single shared inbox. Agents no longer need to switch between tabs or solutions to see what a customer has said across different channels.
The platform includes a built-in AI layer called Captain. Captain can handle routine incoming questions on its own by drawing on your help center articles, past chats, and FAQs. For queries that reach a human agent, a Copilot feature suggests replies, pulls up relevant help articles, and surfaces previous conversations so agents spend less time searching and more time resolving.
Captain also offers real-time translation, letting agents respond in a customer's language without leaving the platform. Beyond the out-of-the-box features, Chatwoot exposes developer APIs for custom integrations, and the self-hosted option means your customer data stays on your own infrastructure.
Key capabilities
Unified Omnichannel Inbox
Conversations from website live chat, email, WhatsApp, Facebook, Instagram, and Telegram are managed from one shared workspace, reducing the need to juggle separate solutions.
Captain AI Agent
Captain learns from your help center, FAQs, and past chats to answer common questions automatically, with the goal of reducing the volume of queries that reach your human agents.
Agent Copilot Assistance
When a human agent is handling a conversation, Copilot surfaces suggested replies, relevant help articles, and prior conversation history to speed up resolution.
Built-in Knowledge Base
Chatwoot includes a customisable help center where customers can self-serve around the clock, with AI-powered search designed to handle natural, conversational queries.
Self-Host or Cloud Deployment
You can run Chatwoot on your own server to retain full control of your data, or use the cloud-hosted version; the cloud tier carries SOC 2 Type II compliance.
Language Translation for Agents
Captain can translate customer messages and suggest replies in a customer's native language, helping agents support multilingual customers without separate translation solutions.
Best for
- Small to mid-sized support teams handling customer conversations across multiple channels who want everything in one place without paying per-channel solution fees.
- Businesses that are cost-conscious at the start: the free Hacker plan supports up to two agents at no charge, and paid tiers begin at $19 per agent per month (billed annually).
- Teams or companies with data-residency or compliance requirements that need to self-host their support software and own their customer data.
- Organisations already using WhatsApp, Facebook, Instagram, Telegram, or Slack for customer communication and wanting those channels centralised.
- Businesses that want an open-source codebase they can extend through APIs to fit specific workflows or integrate with internal systems.
Worth knowing
- Implementation is estimated at one to two weeks, which is modest but not instant — budget time for channel connections, knowledge-base setup, and agent onboarding before going live.
- The free plan is limited to two agents; teams larger than that will need a paid plan. At $39 or $99 per agent per month for higher tiers, costs can add up as headcount grows.
- Captain's AI effectiveness depends on the quality and completeness of your existing help center content and historical chat data — teams with sparse documentation will see less value from automation at the outset.
- Self-hosting requires infrastructure and technical capacity to manage your own server, updates, and security. Teams without in-house technical resource should plan for cloud hosting instead.
- Chatwoot warrants careful change management, clear agent training, and a defined rollback plan if the rollout encounters problems.
Related solutions
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