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Features explained

Pranav Raj Sojan Shivam Mishra
By Pranav Raj and 2 others
• 9 articles

How to add labels?

Labels in Chatwoot can help you easily categorize and prioritize conversations, making it easier to manage your workflow. By assigning a label to a conversation from the chat's side panel, you can quickly identify the topic or status of the conversation. Labels are account-specific, which means you can use them to create custom workflows that are unique to your organization. You can also customize the colors of your labels to help differentiate them, and display them on the sidebar for easy filtering. To add labels, follow the steps described below. Step 1. Click on Settings on Chatwoot home screen. Go to Labels → Add Label button. Step 2. Start designing your own label. As you add more labels, try to give them meaningful names as well as different colours to maintain distinction and clarity. The fields are described below. 1. Label Name Assign a name for the label to identify the category. For e.g.,: Premium_Customer, deliver-issues, bugs are a few commonly used labels. Note: Only alphabets, numbers, hyphens and underscores can be used to name your labels. 2. Description Write a short description to convey what the label represents. This will help your team members to understand the labels easily. For e.g., A possible description for the label Premium_Customer is "This customer's issue is to be resolved on priority." 3. Color Select a colour for the label for easy identification. After selection, click on the small square again. 4. Checkbox to show label on sidebar Check this if you want the label to be displayed on the sidebar. This will help in easy identification of the conversations. Step 3. Click on Create. The Label added successfully message will be displayed. New Label has been created. Continue to create as many labels as you need. Labels can be used across teams. How to modify or delete a label? Step 1. Open the list of your label from Settings → Labels. Locate the label you want to edit. Click the Edit button (pencil icon) if you want to edit it. Click the delete button (red cross icon) if you want to delete it. Step 2. If you are editing the label, you will see a modal with prefilled information. You can edit the label name and its description. Click on Edit to save the changes. Click on Cancel if you want to discard the changes.

Last updated on Aug 12, 2024

How to use Agent bots?

AgentBot can seamlessly integrate with your Chatwoot inbox as a customer query handling bot. With Chatwoot, you can easily connect your custom bot logic to conversation handling via AgentBot's API. By connecting AgentBot to your inbox, all new conversations will automatically be assigned a 'bot' status. Chatwoot will send conversation events to your bot URL as webhook events, allowing AgentBot to respond through the Chatwoot API in real-time. How does the AgentBot work? Explained below in a typical workflow of an AgentBot. 1. The AgentBot receives events such as widget_triggered, message_created, and message_updated based on customer interactions. 2. The AgentBot processes the received information to generate an appropriate response. 3. The AgentBot can also utilize external system APIs to gather additional customer information, such as order status or booking triggers. 4. The AgentBot can utilize services such as Rasa, Dialogflow, or Lex for intent detection. 5. The AgentBot can post the generated response back into the widget by utilizing Chatwoot APIs such as message_create. 6. The AgentBot can toggle a conversation status to open to hand off the conversation to a human agent. 7. It continues to monitor open conversations to provide contextual information to the support agent. How does the Human-Agent handoff work? When an agent bot is connected to an inbox, conversations are created with a "pending" status, allowing it to triage the conversation before passing it on to a human agent. If the bot determines that a human agent's assistance is needed, it can use the conversation update API to change the status to "open." Sometimes the agents would want to push back a conversation which was handed off, back again into the bot queue. Agents can return a handed-off conversation to the bot queue by changing the status back to "pending”. How can I use the AgentBot? Listed below are a few examples. 1. Businesses with high volume customer support queries can utilize an AgentBot to authenticate and filter queries, reducing the workload on human agents and improving the efficiency of customer support. 2. E-commerce websites can integrate the AgentBot with their existing databases, providing customers with real-time updates on order and shipping status, as well as answering other related queries. 3. News and content websites can use the AgentBot to send recommendations to users via card messages. 4. Hotel and movie booking websites can use the AgentBot to handle bookings, reservations and answering related queries, providing customers with a seamless and convenient booking experience. Examples 1. Hotel booking implementation using Dialogflow. 2. Example implementation using Rasa. Also, look into interesting ways to leverage bot-message types on Chatwoot. How to add AgentBots to Chatwoot? There are two types of AgentBots in Chatwoot. 1. Global Bots: Global Bots have a permission scope for all the accounts in a Chatwoot installation. They can interact with bot accessible endpoints in respect to any account in that installation. 2. Account Bots: Account Bots have a permission scope limited to the account for which the bot was created. You can provision Agent Bots in Chatwoot either through our API or using Rails Console. Creating agent bots via API 1. Global Bots can be created by interacting the agent bot APIs. 2. Account Bots can be created by interacting with the account bot APIs. Creating agent bots via Rails console Open your Chatwoot directory and ensure your local server is running. Start a rails console in your directory. bundle exec rails c Inside the Rails console, type the following commands to create an agent bot and get its access token. Save the retrieved token, as you would need to use in when calling the chatwoot APIs. # specify a url when your bot logic resides # pass account_id attribute to create an account bot instead of global bot bot = AgentBot.create!(name: "Your Bot", outgoing_url: "http://localhost:8000") bot.access_token.token Add an avatar to your bot (optional). avatar_file = Down.download("image url") bot.avatar.attach(io: avatar_file, filename: avatar_file.original_filename, content_type: avatar_file.content_type) Connect Agent Bot to your inbox by running the following command. # Replace Inbox.first with Inbox.find(inbox_id) for specific inboxes AgentBotInbox.create!(inbox: Inbox.first, agent_bot: bot)

Last updated on May 15, 2023

Understanding Contacts

The "Contacts" section in Chatwoot serves as a database of end-users or customers with whom you have interacted via the Chatwoot widget. You can also upload contacts manually. To view the Contacts screen, click on the “Contacts” tab from the left-sidebar of your dashboard. This is what a typical contacts screen looks like: How to add contacts? Contacts can be added to the list in 3 ways, as explained in the following sections. Manual upload You can manually upload contacts to your Chatwoot customer database in two ways. 1. Add a single contact Step 1. On the Contacts screen, click on the “New Contact” button from the top-right corner. Step 2. Start filling the contact details available with you. Click on “Submit”. 2. Import a database of contacts Step 1. On the Contacts screen, click on the “Import” button from the top-right corner. Step 2. Choose a CSV file from your system to upload it to the Chatwoot database. This is what a sample database looks like: Pre-chat forms If you have a pre-chat form enabled, every time a customer gives their email and other details through it, Chatwoot will save them as a new contact. In the example shared above, Raji Nair will be autosaved as a contact when she fills the pre-chat form. Channel greeting Whenever a customer enters their email ID in the channel greeting message, it will be autosaved as a contact. Contacts grouped by labels You can filter your contacts by labels. Simply select a label from your list of “Tagged with”, as shown below. Sorting contacts To arrange your contacts, click the icon with two arrows in any column. The following explains the logic behind the sorting of each column’s label. - Sorting by name: Sorts the list alphabetically. - Sorting by email: Sorts the list alphabetically. - Sorting by phone number: Orders the list in numerical order. - Sorting by company name: Sorts the list alphabetically. - Sorting by city: Sorts the list alphabetically. - Sorting by country: Sorts the list alphabetically. - Sorting by last activity: Sorts the list chronologically. Contact actions You can perform specific actions on a contact. To view these actions, click on the name of a contact. It will open a sidebar with the details of that contact and associated actions, as illustrated in the screenshot below. Action – Send a new message You can send outbound messages to a contact using the “New message” button as illustrated in the screenshot above. You can send outbound messages from your contact page to the following conversation channels. - Website (only to HMAC identified contacts) - Email - SMS - WhatsApp Contact Notes You can add notes and important information to a specific contact. You can use this to manually log a call, email, or meeting with the customer. To add notes:​ 1. Click on Contacts menu item from the Chatwoot Dashboard. 2. Select a Contact from the list. (Click on the contact name) 3. Write down your note. 4. Click the "Add" button or press Cmd + Enter. Visit the individual contact page. You can also use rich text formatting on your notes and delete them as required. Filtering Contacts Use filters to group your contacts and categorize data. To start filtering contacts, follow the steps described below. Step 1. Click on the “Filter” button from the top of your contacts screen. Step 2. Select a filter from the dropdown and select “Equal to” or “Not equal to” as applicable. You can apply advanced filters to your contacts. The following filters are available: 1. Contact Name 2. Contact Email 3. Phone number 4. Contact Identifier 5. Country 6. City 7. Created at 8. Last activity 9. Custom attributes added to your account Step 3. Add more filters using AND / OR operators if you need to. Step 4. Press on “Submit” button. You will be redirected back to the Contacts screen, and you will see only the contacts that are qualified by your selected filters. Saving a filter as contact segment A filtered list of contacts shows an option to “Save Filter” at the top of your screen. Saving a filter can help you revisit it with a single click. Step 1. Click on the “Save filter” button. Step 2. Name your filter and click on the “Save filter” button. Here is an example: To access a contact segment later on, click on it from the sidebar of your contacts. Editing or reverting a filter To edit or clear the filters and go back to the original list, follow these steps: Step 1. Click on the “Filter” button. Step 2. The popup will open up. Here, you can edit the existing filters using the drop-downs. You can also add filters, or clear them all to revert to the original contacts list. Hit “Submit”.

Last updated on Feb 25, 2024

How to create saved reply templates with Canned Responses?

Canned responses let you save frequently sent messages as templates. Whenever you need to use a saved reply in a conversation, you can access canned responses by typing / followed by a shortcode. You can use canned responses to save replies to frequently asked questions, which will help reduce an agent's response time and productivity. All canned responses are available for all agents in the account. P.S. We have curated a bunch of editable, templated replies for you to create your Canned Responses with. Check it out. How to create a canned response? Any agent/admin in the account can create/modify a canned response. To add a new canned response, follow the steps described below. Step 1. From the sidebar, click on Settings → Canned Responses → Add canned response. By default, there are no canned responses available in the account. Step 2. A modal will open up, as shown below. The fields shown in the modal are described below. 1. Short Code Write a short code you can easily remember later to use. The minimum length required is 2 characters. Every shortcode is unique. 2. Content Type in the message you want to save as a template. Once you enter the details, click the Submit button. If the request is successful, a message "Canned Response added successfully" will be displayed. How to modify or delete a canned response? Step 1. Open the list of your canned responses from Settings → Canned Responses. Locate the canned response you want to edit. Click the Edit button (pencil icon) if you want to edit it. Click the delete button (red cross icon) if you want to delete it. Step 2. If you are editing the canned response, you will see a modal with prefilled information. You can edit both the shortcode and the message. Click on Submit to save the changes. Click on Cancel if you want to discard the changes. How to use a canned response in a conversation? To access canned responses while you chat with a customer, enter / in the text editor. This will display a list of all the canned responses. You can choose from the list or simply type in the shortcode if you remember it. Then, press the Enter key, and your text editor will be populated with the reply.

Last updated on Aug 07, 2024

How to create and use custom attributes?

Chatwoot allows you to track additional information about your conversations and contacts beyond the standard data attributes like name, email, and location. These additional pieces of information are called custom attributes and can be anything you want to track. Listed below are a few examples of custom attributes. - Subscription plan - Subscribed date - Signup date - Most ordered item - Ordered product link - Last transaction date Custom data attributes allow you to attach additional information to a conversation or customer, such as purchase history or account status. This information can be used to better understand and segment your customer base. The only difference between custom and standard attributes is standard data attributes automatically get updated. How to create a custom attribute? Step 1. Go to Settings → Custom Attributes. Click on the “Add Custom Attribute” button. Step 2. A modal will open up, asking details about the new custom attribute. Fill these details in. Here is an example: These are the inputs required to create the custom attribute: 1. Applies to Attribute type (Conversation/Contact). 2. Display name Act as a label while rendering custom attribute. 3. Key Unique identifier attached to the custom attribute. 4. Description Description of the custom attribute. 5. Type Text, Number, Link, Date, List, and Checkbox. Note: You cannot create a custom attribute with the same key twice in the account. Step 3. Once you enter the details, click the ”Create” button. If the request is successful, a message "Custom attribute added successfully" will be displayed. How to use a conversation custom attribute? You can add conversation custom attributes to a conversation from the conversation sidebar. Follow the steps described below. Step 1. On your dashboard, when you open a particular conversation, you’ll find a section that reads “Conversation Information”. Click on the + sign to expand it. Step 2. You’ll see an option that reads “Add Attributes” followed by a dropdown of all the Custom Attributes on your account. Use the search bar to narrow down on the name of the attribute you’re looking for. Or click on one to select it. If you need to create a new one instead, use the “Create new attribute” button from the same dropdown. Step 3. Based on the type of attribute you added (list, checkbox, text, etc.), populate it at your will. Here are a couple of examples: To edit/delete/copy an attribute, hover on it to see the options. How to use a contact custom attribute? There two ways to set custom attributes for contacts. Set attributes via SDK method To set a contact custom attribute, call setCustomAttributes method as follows. window.$chatwoot.setCustomAttributes({ key: value, // Key is a unique identifier which is already defined while creating a custom attribute // Value should be based on type (Currently support Number, Date, String and Number) // Double-check that your keys always have a JSON-valid value // You need to flatten nested JSON structure while using this function }); Example: window.$chatwoot.setCustomAttributes({ key: value, // Key is a unique identifier which is already defined while creating a custom attribute // Value should be based on type (Currently support Number, Date, String and Number) // Double-check that your keys always have a JSON-valid value // You need to flatten nested JSON structure while using this function }); You can view these attributes in the contact/conversation sidepanel. To delete a custom attribute, use deleteCustomAttribute as follows. window.$chatwoot.deleteCustomAttribute("attribute-key"); Example: window.$chatwoot.deleteCustomAttribute("signUpDate"); Note: Prior to version v1.22, all the attributes rendered as text. Please create new definition to display the value properly. Set attributes via contact side panel For adding Contact Attributes, follow the same procedure as described above for conversation custom attributes, but use the Contact Attributes section of your chat sidebar instead. This is what it would look like: Based on the type of attribute you added (list, checkbox, text, etc.), populate it at your will. Here is an example:

Last updated on Apr 10, 2024

How to enable CSAT surveys?

The CSAT(customer satisfaction) score generally represents how happy customers are with your product/service or a specific experience. It enables your customers to rate their satisfaction with your customer service on a numerical scale. Once you collect a significant number of scores, you can calculate your average score over specific periods of time. As a Chatwoot member, this entire workflow shall be extremely easy for you. You can simply enable CSAT surveys for your inboxes. When an agent resolves the conversation, Chatwoot sends a survey to your customers for rating and feedback. It's calculated by asking a question, such as "Rate your conversation" There's a corresponding survey emoji scale. After submitting the rating, the customer can give more optional feedback. You can later view your comprehensive CSAT report on your dashboard, which keeps updating in real-time. This is how a CSAT survey looks in a website inbox: This is how a CSAT survey looks in other inboxes: How to enable CSAT surveys? CSAT is disabled by default. You can enable CSAT surveys for any inbox to let Chatwoot collect feedback on your behalf. To enable/disable CSAT, go to Settings → Inboxes. Then, click on the gear icon (settings button) corresponding to the particular inbox you want to enable CSAT for. Find the setting that says “Enable CSAT”. Open the dropdown menu and select Enabled. Click the Update button to save your inbox settings. Also, see: - How to interpret CSAT surveys? - The 10 crucial customer service KPIs, and how to track them?

Last updated on Apr 10, 2024

How to assign a priority

Prioritizing conversations is essential for managing your workload effectively, ensuring that you address urgent issues promptly while still handling less critical matters efficiently. Chatwoot's priority feature allows you to assign a priority level to each conversation, making it easy to identify which conversations require immediate attention and which ones can wait. There are four options available to you: 1. Low 2. Medium 3. High 4. Urgent You can quickly assign a priority to each conversation based on its importance and urgency. Setting a priority You can assign a priority from the sidebar, just like you assign teams and labels, see the screenshot below for the steps. Once assigned you can see the priority in the conversation list, as well as an activity in your conversation area as shown below You can also set the priority from the context menu, just right click on the conversation and set the priority. You can also set the priority from the command palette. Open the command palette using CMD + K or Ctrl + K and type "Assign priority" and hit enter. You will find the list of options, select the one that is most relevant and hit enter again. Tips to make the most out of the feature 1. Use the "Urgent" priority judiciously. It should be assigned to the most pressing issues where it is supposed to be handled over everything else. 2. Use automation rules to assign priority based on conditions. For example, you can automatically mark any conversation as urgent if an email subject contains the word security FAQs Do you support custom priorities? Chatwoot does not allow for customized or overly specific priorities. We intentionally designed it this way to avoid the pitfalls of excessive complexity, which can make it more challenging to establish priorities effectively and ultimately lead to lesser or no extra value over the current system. The best workaround this is to use labels or custom attributes. Does conversation priority work with automation rules? Yes, it is possible to assign a priority via automation rules, a priority change condition also exists on the automation rules. Can I create a macro with priority? Yes, just create a new one or edit an existing macro, and add the step "Change Priority" and save it.

Last updated on Aug 15, 2023

How to use omnichannel message signature?

A personal message signature serves as a comprehensive sign-off that you can include at the end or in the footer of your messages. In Chatwoot, you can use your message signature across all inboxes and not be limited to emails only. To create and use yours, follow the simple steps described below. Crafting your personalized message signature Every agent in Chatwoot can make their own message signature. Follow the following steps. Step 1. Click your profile icon from the bottom left of your dashboard, and go to 'Personal Settings'. Step 2. Scroll down to the second section of the page called 'Personal message signature'. Use the rich text editor here to craft your signature. Utilize the various formatting options, emoji, and image upload option to craft a valuable signature. Step 3. Click the 'Save message signature' button to lock your settings. Using your message signature You can fully control the behavior of your message signature from Chatwoot dashboard. Your signature is enabled by default. When chatting with a customer, you have the following three options. Send the message You can type your message, and go about your regular workflow. The message signature will automatically keep getting appended to all of your messages. Edit signature before sending If you need to edit the signature––say, remove your phone number, or delete the signature altogether––you can do it using the message text editor. Once done, hit the 'Send' button. Disable signature If you don't want to append the signature with your messages, simply disable it using the same signature button. Important: Inbox-wise signature capabilities Message signatures vary in appearance across different inboxes because of the distinct limitations imposed by various channel APIs. Specifically, in-line images will be visible exclusively in Email, website live chat, and API inboxes, where both text and images are supported. Conversely, all other inboxes will only accommodate the textual components of the signature.

Last updated on Apr 10, 2024