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Which cookies are used by Chatwoot?

Chatwoot uses the following cookies. Chat Widget​ cw_conversation: This cookie lets Chatwoot persist the conversation when the contact navigates through the webpages or revisits the website later. cw_user_{identifier}: This cookie is used to cache the contact details if a contact is identified via the setUser SDK method. Agent Dashboard​ _chatwoot_session: Used by the Chatwoot Super Admin panel to persist the user session. cw_d_session_info: Used by the Agent Dashboard to store the logged-in user's session.

Mobile app for Android

You can access your Chatwoot account through the Chatwoot mobile app on Android mobile devices. How to get the Chatwoot mobile app for Android? You can download the app called "Chatwoot" from your Play Store. Follow these steps: 1. Open the Play Store on your Android device running version 7.0 or later. 2. Search for Chatwoot and press on "Install" to download the app. 3. Once downloaded, open the Chatwoot app. 4. Enter the Installation URL; in the format domain.com. If you are using a self-hosted Chatwoot installation, input your server URL. Otherwise, use app.chatwoot.com. 5. Click the Connect button and enter your account credentials to log in. Contribute to testing app updates​ You can sign up for our beta program to help with testing app updates before release. Open this link from your Android device. You can leave the Beta testing program anytime by clicking this link while logged in with your Google Play email address used to opt-in for the Beta program. On the link, "Leave the program".

Mobile app for iOS

You can access your Chatwoot account on iOS mobile devices through the Chatwoot mobile app. How to get the Chatwoot mobile app for iOS? You can download the app called "Chatwoot" from your Appstore. Follow these steps: 1. Open the App Store on your Apple device running iOS 11.0 or later. 2. Search for Chatwoot and press on "GET" to download the app. 3. Once downloaded, open the Chatwoot app. 4. Enter the Installation URL; in the format domain.com. If you are using a self-hosted Chatwoot installation, input your server URL. Otherwise, use app.chatwoot.com. 5. Click the Connect button and enter your account credentials to log in. Contribute to testing app updates​ You can sign up for our beta program to help with testing app updates before release. Open this link from your iOS device. You can leave the Beta testing program anytime by opening the TestFlight app and clicking "Stop Testing".

Enterprise Edition

Starting from version 2.0, Chatwoot ships two versions of its software. The community edition is MIT licensed, and an enterprise edition is available under a proprietary license. Both software versions are built from a single GitHub repository. While the community edition will always remain free and open-source, the enterprise edition is the effort to sustain both the offerings and Chatwoot as a commercial business. This model has been derived from other commercial open-source companies like Gitlab, Mattermost, Metabase, etc. Differences between Community and Enterprise editions​ The community edition of Chatwoot has all the relevant customer communication features that a growing business requires. At the same time, the enterprise edition contains proprietary features such as customizable dashboards, SLA Management, agent scheduling software, IP blocklisting, etc., suited for larger organizations. While the source code for both editions is open to the public in our Github repo, all the /enterprise folder contents are copyrighted. Choosing the right edition​ We recommend you download and install Chatwoot Enterprise Edition to upgrade to a paid tier in the future without having to reinstall Chatwoot. Enterprise Edition The Enterprise edition offers the following. - All Chatwoot features - Visible and auditable complete source code - All features of the community edition are available without a subscription. - Direct Support options - Option to easily upgrade to paid features Community Edition The Community edition offers the following. - Visible and modifiable complete source code - No access to the paid features - Community Support only - It will require a migration to the Enterprise edition to add paid features in the future.

Languages supported in Chatwoot

Chatwoot natively supports 30+ different languages. This guide will illustrate how to enable a particular language to work with your dashboard and live chat widget. Supported languages Mentioned below are the languages supported in Chatwoot and the corresponding shortcodes (derived from ISO 639 language codes). (ar) العربية Català (ca) čeština (cs) dansk (da) Deutsch (de) ελληνικά (el) English (en) Español (es) فارسی (fa) suomi, suomen kieli (fi) Français (fr) magyar nyelv (hu) Bahasa Indonesia (id) Italiano (it) 日本語 (ja) 한국어 (ko) latviešu valoda (lv) മലയാളം (ml) Nederlands (nl) norsk (no) język polski (pl) Português (pt) Português Brasileiro (pt-BR) Română (ro) русский (ru) slovenčina (sk) Svenska (sv) தமிழ் (ta) ภาษาไทย (th) Türkçe (tr) українська мова (uk) Tiếng Việt (vi) 中文 (zh-CN) 中文 (台湾) (zh-TW) How to update language in the live-chat widget? As outlined in the SDK setup guide, you can configure the locale for the live-chat widget either by passing it in the chatwootSettings or by calling the setLocale method. To specify the locale, use the shortcodes provided above. This will ensure that the widget is displayed in the desired language. // Pass via window.chatwootSettings window.chatwootSettings = { locale: 'pt_BR', // .. rest of the settings } // Using setLocale method window.$chatwoot.setLocale('pt_BR') How to update your dashboard’s language? Only administrators can update the dashboard language. Go to Settings → Account Settings. You will be able to see the Site Language setting available in the options. Select the language of your choice from the corresponding dropdown menu. Click on the Update Settings button on the top-right corner of your screen. Changing the site language would change the default language for all agents/administrators in the system. Currently, Chatwoot does not support language selection at the agent level. Also, note that this language would be used as the fallback language for the live chat widget.

What we don't cover in Chatwoot Free Trial

Chatwoot's 15-day free trial is designed to provide you with the product experience, and give you a chance to assess its compatibility with your customer engagement needs. We have enabled almost all of the features for this trial period, with a handful of exceptions. This document covers what the Chatwoot 15-days free trial does not include. Features excluded from Chatwoot Free Trial A few inboxes Email channel The Email channel is designed to let you connect your support email accounts to Chatwoot, centralizing your email support and ticketing system within the dashboard. It is not included in the free trial to minimize possible spamming for you contacts. Facebook channel The Facebook channel is designed to let you connect your Facebook Messenger account to Chatwoot, centralizing your social media management and support within the dashboard. It is not included in the free trial to minimize possible spamming for you contacts. Twitter channel Twitter integration has been temporarily discontinued as a result of modifications made by Twitter to its APIs. This includes limitations on the number of requests raised per minute, plus substantial pricing changes. Kindly refer here for help with setting up all the other inboxes, apart from the aforementioned three inboxes. Help Center The Help Center is a powerful tool for creating a self-service knowledge base for your customers and agents. You can publish articles, organize them into categories, and provide a seamless self-service experience. It is not included in the free trial. Team Management With the Teams feature, you can manage your support ops within Chatwoot by collaborating with your team members. It is not included in the free trial. Campaigns With the Campaigns feature, you can proactively reach out to your customers with one-off or trigger-based messages. It is not included in the free trial to minimize possible spamming for you contacts. Important Notes - The availability of features may change over time, so we recommend you to refer to the most up-to-date versions of Chatwoot documentation. You can, alternatively, contact us at hello@chatwoot.com for latest information on feature availability. - If any of such features, as mentioned in this document, are crucial to your workflow, and you would like to test them with your free trial, drop us an email to hello@chatwoot.com. We can evaluate your case and enable the feature for your account. :)

How to enable push notifications in your browser

Google Chrome: 1. Click the three-dot menu in the top-right corner and select Settings. 2. Navigate to Privacy and security > Site Settings > Notifications. 3. To ensure notifications can be enabled, check Sites can ask to send notifications. 4. To manage specific sites, use the Add button under Allow or Block to enter the site’s URL. Alternatively, click the padlock icon in the address bar while on a site, select Site settings, and adjust the Notifications permission. Mozilla Firefox: 1. Click the menu button (three horizontal lines) and select Settings. 2. Go to Privacy & Security. 3. Under Permissions, find Notifications and click Settings. 4. Here, you can manage permissions for each site or un-check Block new requests asking to allow notifications to ensure the prompts are shown. Safari (macOS): 1. Click Safari in the top menu and select Preferences. 2. Go to the Websites tab and select Notifications. 3. Here, you can allow or deny notification permissions for each listed website. Ensure that Allow websites to ask for permissions is enabled. Microsoft Edge: 1. Click the three-dot menu in the top-right corner and select Settings. 2. Navigate to Cookies and site permissions > Notifications. 3. To block all notifications, toggle off Ask before sending. 4. To manage specific sites, use the Add button under Allow or Block to enter the site’s URL. Alternatively, click the padlock icon in the address bar while on a site, select Permissions for this site, and adjust the Notifications setting. In case you want more detailed documentation the following are the links to docs on how to enable push notifications for popular browsers. 1. Chrome or chrome based browsers like Brave and Edge 2. Safari 3. Firefox

How to hard-reload on most browsers

A hard reload forces your browser to bypass its cache and fetch the latest version of a webpage from the server. This is useful when you're experiencing issues due to outdated cached files. Here's how to do it on different browsers: Chrome Hard Reload - Windows/Linux: Press Ctrl + F5 - Mac: Press Cmd + Shift + R Hard Reload with Cache Disabled - Open DevTools (F12 or Cmd + Option + I), right-click the reload button, then choose "Empty Cache and Hard Reload." Firefox Hard Reload - Windows: Press Ctrl + F5 or Shift + F5 - Mac: Press Cmd + Shift + R Hard Reload with Cache Disabled - Open DevTools (F12), click the settings (gear) icon, check "Disable Cache", then reload. Edge Hard Reload - Press Ctrl + F5 Hard Reload with Cache Disabled - Open DevTools (F12), right-click the reload button for "Empty Cache and Hard Reload" (or enable "Disable Cache" in the network tab), then reload. Safari (Mac) - Press Cmd + Option + R

How to Use Your Coupon Code on Chatwoot?

Introduction This guide will walk you through the process of applying coupon codes in Chatwoot to access discounted services. Step-by-Step Instructions 1. Access Settings: Click the "Settings" option in the left navigation bar 2. Open Billing: Navigate to the "Billing" section by scrolling down 3. Access Billing Portal: Select "Go to billing portal" 4. Add Code: Click the "Add promotional code" button 5. Enter Code: Input your coupon code in the provided field 6. Complete: Click "Apply" followed by "Submit" to activate the discount After Applying the Coupon Once successfully applied, you should see: - The discount reflected in your total amount - A confirmation message of successful application - The updated pricing in your billing details

Inconsistencies for WhatsApp Numbers in Brazil and Argentina

Over the past few years, some countries have changed their mobile numbering systems to accommodate growth. These changes created inconsistencies between the number you can dial today and the number WhatsApp has stored for older accounts. - Brazil: A "9" was added after the area code to all mobile numbers, creating a 13-digit total format. Example: +55 11 9 8765-4321 instead of +55 11 8765-4321. - Argentina: Numbers may appear with or without a "9" after the country code, depending on when the WhatsApp account was registered. Example: +54 9 11 1234-5678 vs +54 11 1234-5678. Because of this, when Chatwoot initiates a WhatsApp conversation (using the “correct” dialable format), WhatsApp may respond with the user’s older registered number. This can create duplicate contacts and disrupt ticket flow in your inbox. Unfortunately, this issue comes from WhatsApp itself. There is no fix at the API level, and it’s unlikely WhatsApp will update old accounts to match the new numbering rules. How Chatwoot Solves This We’ve added logic to automatically prevent duplicate contacts and tickets when these mismatches occur: - Case 1: Incoming message with a new-format number (e.g., +55 country code + area code + 9 + number, 13 digits total) → No change needed. The message is linked directly to the existing contact. - Case 2: Incoming message with an old-format number (e.g., +55 country code + area code + number, 12 digits total, missing the extra digit) → Chatwoot checks if a contact already exists in the new format. → If it does, we link the message to the correct contact instead of creating a duplicate. What this means for you - You may still notice the difference in how numbers look in WhatsApp vs how they look in your CRM. - You can continue messaging customers normally Chatwoot takes care of the background mismatch - Chatwoot automatically normalizes phone numbers from both old and new formats behind the scenes to ensure consistent contact matching, regardless of which format WhatsApp returns.

Troubleshooting: Why am I not receiving notifications?

If you’re not receiving notifications, follow these steps one by one. 1. Make sure notifications are turned on for your account Go to Profile settings → Notifications and enable the types you want for Email and/or Push. If a type is turned off, Chatwoot will not send it. 2. Check whether you are included in that conversation You only get certain notifications when you are connected to the conversation in the right way: - Conversation created: you must be a collaborator of that inbox. - Assigned conversation new message: the conversation must be assigned to you. - Participating conversation new message: you must be added as a participant. - Mention: someone must tag/mention you in a note or message. Important: - If you are not assigned and not a participant, you won’t get “new message” notifications for that conversation. - A mention can notify you even if you were not already a participant. 3. Check the conversation status - For pending conversations, Chatwoot does not send “Conversation created” or “Conversation assigned” notifications. - Notifications are not limited only to “open” conversations. 4. Check message type - Regular “new message” notifications are sent only for normal customer/agent messages, not for private notes or activity events. - Private notes usually do not trigger regular new-message notifications. - But if someone mentions you in a private note, you can still get a mention notification. 5. If Push notifications are missing - Turn on push in Chatwoot profile settings. - Allow notifications in your browser or mobile OS settings. - If browser/OS permission is blocked, push won’t arrive. 6. If Email notifications are missing - Confirm that email notifications are enabled for that event. - Confirm your email is verified.

Migrate a WhatsApp Embedded Signup inbox to manual setup

This guide helps you move an existing WhatsApp Cloud inbox to manual setup in Chatwoot. The migration keeps your existing inbox intact. Conversations, contacts, collaborators, routing rules, business hours, CSAT settings, bot settings, and other inbox settings are preserved. WhatsApp numbers with Coexistence support are currently under review. If your WhatsApp number is also used in the WhatsApp Business App, contact Chatwoot Support before starting this migration. Before starting the migration, collect the required WhatsApp Cloud API details from Meta: WABA ID, Phone Number ID, and a permanent system user access token. Use the steps below to create or select a Meta app, add or select the WhatsApp phone number, and generate the token. Get your WhatsApp Cloud API details from Meta To complete the migration, you need three details from Meta: - WhatsApp Business Account ID - Phone Number ID - Permanent access token or system user token You can get the WhatsApp Business Account ID and Phone Number ID from your Meta app. Create or select a Meta app Go to Meta for Developers and either select an existing app or click Create App. If you are creating a new app, enter an app name and contact email, then click Next. Choose the WhatsApp use case On the use case selection screen, choose Connect with customers through WhatsApp, then click Next. Choose a business portfolio Select the business portfolio that owns or will own your WhatsApp Business Account. If you do not already have a business portfolio, you can create one during this step or continue and create it later if Meta allows it. Review publishing requirements Meta may show publishing requirements for the selected app and use case. Review the requirements and click Next. Review and create the app Review the app details, selected WhatsApp use case, and connected business portfolio. Click Create app to finish. Open WhatsApp API setup After the app is created or selected: 1. Click Use cases in the sidebar. 2. Find Connect with customers through WhatsApp. 3. Click Customize. 4. Click API Setup. In the new Meta app interface, go to Basic setup → Step 2. Production setup and open Register your WhatsApp phone number. In older Meta apps, open WhatsApp → API setup from the left sidebar. Add or select your WhatsApp phone number In the Send and receive messages or Register your WhatsApp phone number section, choose an existing number from the From selector, or click Add phone number. If you are adding a new number: 1. Enter your WhatsApp Business display name and business details. 2. Enter the phone number. 3. Choose verification by SMS or phone call. 4. Enter the OTP code from Meta to verify the number. Copy the required IDs After the number is added or selected, copy these values from the API setup page: - Phone Number ID - WhatsApp Business Account ID You will need to paste these values into the Chatwoot migration flow. In the older Meta UI, these values are shown directly under the From selector in WhatsApp → API setup. Meta changes this interface frequently. If your screen looks different, look for the WhatsApp API setup page and the selected sender number. The Phone Number ID and WhatsApp Business Account ID are usually shown near the selected From phone number. Set up a permanent WhatsApp Cloud API access token You also need a permanent system user access token with WhatsApp permissions. This token allows Chatwoot to connect to your WhatsApp Cloud API number, send and receive messages, and sync message templates. Open System users in Meta Business Settings 1. Open Meta Business Settings. 2. Select the business portfolio that owns your WhatsApp Business Account. 3. Go to Users → System users. 4. If you already have a system user for Chatwoot, select it. 5. If you do not have one, click Add. Create a system user 1. Enter a name for the system user, such as Chatwoot WhatsApp. 2. Select Admin as the system user role. 3. Click Create system user. Generate a token 1. Select the system user. 2. Click Generate token. Select the Meta app Choose the Meta app that you created or selected earlier for WhatsApp Cloud API setup, then click Next. Set token expiry Select Never as the token expiry, then click Next. Assign permissions Select the required WhatsApp permissions: - whatsapp_business_messaging - whatsapp_business_management - whatsapp_business_manage_events Then continue to generate the token. Copy the token After Meta creates the token, click Copy and store it securely. You will paste this token into the Access token step in the Chatwoot migration flow. Keep this token private. Anyone with access to it may be able to use your WhatsApp Cloud API connection. Start the migration 1. Go to Settings → Inboxes. 2. Open the WhatsApp inbox connected via embedded signup. 3. Click Start manual migration. Chatwoot will open a guided migration flow. Step 1: Review what will change The first step explains what will be preserved and what will be updated. Preserved: - Conversations - Contacts - Collaborators - Routing - Business hours - Inbox settings Updated: - WABA ID - Phone Number ID - Access token - Webhook configuration Click Continue. Step 2: Enter business details Enter the WhatsApp asset details from Meta. Fields: - WABA ID: The WhatsApp Business Account that owns this phone number. - Phone Number ID: Meta’s unique ID for the WhatsApp number connected to this inbox. - Display phone number: The customer-facing WhatsApp number. This cannot be changed during migration. Click Continue. Step 3: Add the access token Paste a permanent access token or system user token with WhatsApp permissions. The token must include whatsapp_business_messaging, whatsapp_business_management, and whatsapp_business_manage_events. Step 4: Review and reconnect Review the inbox, phone number, WABA ID, and Phone Number ID before applying changes. Chatwoot will verify the credentials with Meta before applying changes. If verification fails, the current configuration is left untouched. Click Reconnect WhatsApp inbox to complete the migration. After migration After the migration succeeds, the inbox remains the same in Chatwoot, but the WhatsApp connection uses the manual WhatsApp Cloud API setup. You should verify: - Incoming messages - Outgoing replies - Template message sending - Template sync - Webhook delivery Need help? If you are unsure about any step, contact Chatwoot Support. We can help you verify the required Meta details and assist with the migration.