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* feat: ignore bots in avg_first_response_time * feat: ignore bots in avg_first_response count * feat: add bot handoff event * feat: add handoff event listener and reporting event * fix: ignore agent bot in first response * refactor: calculate first_response with last handoff * refactor: method defn order * test: new reporting events * feat: Revert "feat: ignore bots in avg_first_response count" This reverts commit de1977c219a2e7a9180dd02272244fe3b3f7ce89. * feat: Revert "feat: ignore bots in avg_first_response_time" This reverts commit bb9171945d5e3b2f6015f4f96dd1b76b3efb6987. * fix: business hour calculation for first_reply * fix: event_start_time for first_response * feat: add migration to recompute first_responses * refactor: separate mute helpers for conversation * refactor: rename migration * refactor: migration script * fix: migration typo * fix: typo in query * feat: update schema.rb * Revert "feat: update schema.rb" This reverts commit 353ef355f2d956dd219907bb66982dc90ca5d896. * feat: update schema * refactor: update events as a batch job * fix: ignore the event if value is negative * feat: don't create a new hand-off if it's already present * refactor: break the action into smaller chunks * refactor: update reporting listener spec Handle the case to ensure extra bot handoffs are not created for a give conversation * fix: import error --------- Co-authored-by: Vishnu Narayanan <vishnu@chatwoot.com>
Customer engagement suite, an open-source alternative to Intercom, Zendesk, Salesforce Service Cloud etc.
Chatwoot is an open-source, self-hosted customer engagement suite. Chatwoot lets you view and manage your customer data, communicate with them irrespective of which medium they use, and re-engage them based on their profile.
Features
Chatwoot supports the following conversation channels:
- Website: Talk to your customers using our live chat widget and make use of our SDK to identify a user and provide contextual support.
- Facebook: Connect your Facebook pages and start replying to the direct messages to your page.
- Instagram: Connect your Instagram profile and start replying to the direct messages.
- Twitter: Connect your Twitter profiles and reply to direct messages or the tweets where you are mentioned.
- Telegram: Connect your Telegram bot and reply to your customers right from a single dashboard.
- WhatsApp: Connect your WhatsApp business account and manage the conversation in Chatwoot.
- Line: Connect your Line account and manage the conversations in Chatwoot.
- SMS: Connect your Twilio SMS account and reply to the SMS queries in Chatwoot.
- API Channel: Build custom communication channels using our API channel.
- Email: Forward all your email queries to Chatwoot and view it in our integrated dashboard.
And more.
Other features include:
- CRM: Save all your customer information right inside Chatwoot, use contact notes to log emails, phone calls, or meeting notes.
- Custom Attributes: Define custom attribute attributes to store information about a contact or a conversation and extend the product to match your workflow.
- Shared multi-brand inboxes: Manage multiple brands or pages using a shared inbox.
- Private notes: Use @mentions and private notes to communicate internally about a conversation.
- Canned responses (Saved replies): Improve the response rate by adding saved replies for frequently asked questions.
- Conversation Labels: Use conversation labels to create custom workflows.
- Auto assignment: Chatwoot intelligently assigns a ticket to the agents who have access to the inbox depending on their availability and load.
- Conversation continuity: If the user has provided an email address through the chat widget, Chatwoot will send an email to the customer under the agent name so that the user can continue the conversation over the email.
- Multi-lingual support: Chatwoot supports 10+ languages.
- Powerful API & Webhooks: Extend the capability of the software using Chatwoot’s webhooks and APIs.
- Integrations: Chatwoot natively integrates with Slack right now. Manage your conversations in Slack without logging into the dashboard.
Documentation
Detailed documentation is available at chatwoot.com/help-center.
Translation process
The translation process for Chatwoot web and mobile app is managed at https://translate.chatwoot.com using Crowdin. Please read the translation guide for contributing to Chatwoot.
Branching model
We use the git-flow branching model. The base branch is develop.
If you are looking for a stable version, please use the master or tags labelled as v1.x.x.
Deployment
Heroku one-click deploy
Deploying Chatwoot to Heroku is a breeze. It's as simple as clicking this button:
Follow this link to understand setting the correct environment variables for the app to work with all the features. There might be breakages if you do not set the relevant environment variables.
DigitalOcean 1-Click Kubernetes deployment
Chatwoot now supports 1-Click deployment to DigitalOcean as a kubernetes app.
Other deployment options
For other supported options, checkout our deployment page.
Security
Looking to report a vulnerability? Please refer our SECURITY.md file.
Community? Questions? Support ?
If you need help or just want to hang out, come, say hi on our Discord server.
Contributors ✨
Thanks goes to all these wonderful people:
Chatwoot © 2017-2023, Chatwoot Inc - Released under the MIT License.