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Chatwoot 101

Learn how to use Chatwoot effectively and make the most of its features to enhance customer support and engagement.
Pranav Raj Shivam Mishra
By Pranav Raj and 1 other
• 8 articles

Chatwoot Glossary

A Access Token Application APIs are designed to interact with a Chatwoot account from a user's perspective. So, to integrate apps and authenticate to these APIs, you will require a user access_token, which can be obtained from your Profile Settings. Administrator (Admin) Administrators are such account users who have complete access to all the enabled features. They can also control all the account settings, unlike agents. Agent An Agent is anyone from your team who can answer customer conversations. An agent has lesser account permissions as compared to the administrator. Agent Status An agent can set themself as Online , Busy , Offline through their Profile Settings. API The APIs (Application Programming Interface) in Chatwoot enable you to connect more external systems than the UI offers. See the types of APIs in Chatwoot. Applications These are external apps that are natively integrated with Chatwoot. Setting these up lets you enhance your customer engagement toolset. E.g. You can build a chatbot using our native integration with the Dialogflow app. Archived articles (Help Center) Archived articles are the ones you don’t want to be published. They will stay as drafts within your dashboard. Article (Help Center) An article is a document created in the Help Center portal under the topic category that holds essential information about an aspect of a product. These articles can be shared in customer conversations. Assignee A person on your team who is assigned a conversation––usually assumes its responsibility and sends answers to it. Audio notifications On dashboard, Chatwoot alerts you of new events (like new messages and conversations) by playing an alert tone. You can customize your preferences in the Profile Settings. Author (Article) An author of a Help Center article can be chosen from the Agents list. Their name and thumbnail appear on the published article page. Automation It is a set of rules an Admin defines for the account to automate specific tasks. Examples of such tasks include assigning agents or teams, adding labels, snoozing conversations, etc. These actions are triggered based on events and conditions defined by you. Learn more about the associated features. B Bots You can create bots to automate some standard parts of a conversation, such as greeting a customer when she first messages. Business Hours You can set the working hours for any channel/inbox within Chatwoot. So, whenever your agents associated with the particular inbox are outside their working hours, Chatwoot will show a custom message to the customer. C Campaigns Campaigns let you create outbound messages for your customers and web visitors. Campaigns are of two types: 1. Ongoing: For sending outbound messages in website live chat based on conditions, like: if a user visited the Pricing page and stayed for 3 minutes, send a message offering advice. 2. One-off: For sending an SMS campaign to a group of contacts. Canned Responses These are your saved reply templates to send out a reply to a conversation quickly by using a shortcode. Categories (Help Center) You can divide a Help Center portal into categories and write specific articles under each of such categories. These categories appear as sections (in a grid layout) when your Help Center is live. Channel/Inbox A channel is a mode of communication your customer selects to talk to you. An inbox is an instance of a channel. For eg. Email, web live chat, social interactions, etc., qualify as inboxes. Contacts The contacts on your account store information on the people who have ever messaged you + any list you upload manually. Contact Segments A saved filter group for your contacts. Learn more. Conversations Your chats with various customers are referred to as conversations in Chatwoot. CSAT CSAT, short for Customer Satisfaction, is feedback your customers provide based on their satisfaction with your support team. It is usually a rating system (along with optional textual feedback). These ratings can be averaged out for certain periods to find the “CSAT score” for your team. You can track your CSAT scores under the CSAT Reports section on your dashboard. Also, learn about crucial customer service KPIs. Custom Attributes These help you track custom info/facts about conversations and/or contacts. These are different from standard facts. For e.g., Standard facts are name, email, location, etc. Custom Attributes are subscription plan, signup date, most ordered item, etc. D Dashboard The primary area of work displaying all the vital information and features to work with and interact on conversations. Dashboard Apps A dashboard app in an external application brought onto your dashboard for quick access to customer data. For, e.g., If you have a customers’ orders tracking app and want to embed the same on your dashboard, set it up with the help of this feature. Also read: How to use Dashboard Apps? Draft Article (Help Center) An Article that is a work-in-progress but not published is known as a Draft Article. Draft Reply If you're composing a reply or sending a private note to a teammate and leave the screen or even refresh the page––your text will be right where you left it. Chatwoot shall save the data and preserve your unsent messages as drafts. This is known as draft replies. E Email Notifications Chatwoot sends you an email whenever a particular activity occurs in your account, like a new conversation being created, a new conversation being assigned to you, etc. You can personalize your email notifications preferences from your Profile Settings. F First Response Time A metric (also used in reports) that calculates the total time taken to send the first reply to a customer’s message by a particular agent, team or particular inbox. Folder (conversation) When you group your conversations with the help of filters, you can also save them as custom folders. Once saved, such folders appear on the left sidebar of your dashboard for quick access. Forward to Email When you set up an Email channel, it needs your incoming support emails to your primary inbox (such as Gmail) to be forwarded to Chatwoot. This is achieved with the help of the Forward to Email setting, which is found under the Email channel settings. H Help Center You can create and manage a complete customer-facing portal from your dashboard. Primarily, you can manage your knowledge base and product articles from this portal and use these articles directly in your conversations. E.g., This glossary has been created using the Help Center. I IMAP IMAP (Internet Messaging Access Protocol) allows you to read your email messages from your email inbox. Enable this option from the Email channel settings. Import (contacts) You can manually add contacts to your contacts list on Chatwoot by uploading a CSV file. You can include standard as well as custom contact details in your CSV file. Incoming messages Any new message sent by a customer in an incoming message. Integrations Chatwoot has a suite of natively integrated apps that work seamlessly with Chatwoot and enhance your overall experience. For, e.g. You can integrate with Slack to manage your conversations from there! K Knowledge Base This is a set of product articles and documentation created to help out your customers. You can manage your knowledge base with the Help Center from your dashboard. L Labels It is like a digital sticker to put on your conversations and categorize them. Labels are created on the account level and can be used across. Examples of labels include bug-report, new-customer, spam, feature request, etc. Live chat Live chat customer support is a way for customers to interact with the customer support team in real time. Customers can ask queries and get prompt answers on the chat screen itself by using the live chat option integrated into a company's website or app. Helpful: The complete guide to providing live chat customer support M Macro A macro is a set of sequential saved actions, like labelling a conversation, sending an email transcript, sending an attachment, etc., which you can define from your Chatwoot Settings. You can also make a personal macro or one available for your team's use. You can run a macro from a chat sidebar. Markdown Chatwoot uses markdown language in its messages and Help Center articles. (@) Mentions You can tag a fellow teammate on private notes to notify them about a matter you want to discuss. You can also view (only) the conversations that mention you by using the “Mentions” view on the dashboard. Metadata (Help Center articles) You can write a Meta title, description and tags for your Help Center articles to be displayed in the search results of a search engine. All metadata can be managed from the article’s sidebar. Metrics Metrics are objective numbers/goals or KPIs you can track about your support team. For e.g., CSAT score, First Reply Time, Response rate, etc., qualify as metrics. You can track many metrics regarding the performance of your conversations, agents, teams, etc., using the Reports section on your dashboard. Mobile SDK It's a set of tools and resources that developers can use to create mobile apps for mobile operating systems, such as iOS or Android. It has a collection of libraries and utilities that can help you integrate Chatwoot with an app. Mute You can mute a conversation to stop receiving alerts for the same. N Notifications There are four types of notifications in Chatwoot – audio, email, push, and Slack. You can customize your preferences from the Profile Settings and set up the Slack integration. O Open A type of conversation’s status implying that a conversation is ready to be picked up by an agent. Outgoing messages Any messages sent from the Chatwoot dashboard in an outgoing message. P Pending A type of conversation’s status. Personal message signature A personal message signature, if configured, is added to all the messages you send from your email inbox by default. You can set up your signature from the Profile Settings. Private Notes Private Notes are available within your conversation window. Here, you can privately discuss customer queries with your teammates before replying to conversations. Portal A single Help center instance is called a portal. You can create multiple portals from a single account. For, e.g., You can have two portals for your organization––one for maintaining product documentation and the other for maintaining internal processes. Push notifications If enabled, Chatwoot will send you push notifications whenever a specific event occurs. Examples of such events include a new message being created, a conversation being created, etc. Customize your preferences in the Profile Settings. R Reports There are seven reports on Chatwoot, each providing an overview of certain analytics associated with your account. Resolution count A metric (also used in reports) that calculates the total conversations resolved in a period by a particular agent, team or inbox. Resolution time A metric (also used in reports) that calculates the total time taken to resolve a conversation by a particular agent, team or in a specific inbox. Resolved A type of conversation’s status, applied when a conversation is ready to conclude. S SMTP Simple Mail Transfer Protocol (SMTP) is a setting that enables you to send messages from Chatwoot through your email inbox. Enable this option from your Email channel settings. Snoozed A type of conversation’s status applied when you need to wait a certain period or need a reply from the customer to continue the conversation. T Teams An (internal) team is a group of specific agents on your account who usually handle a certain type of conversation. For, e.g. you can create an Engineering team for answering tech-related queries, a Finance team for billing-related queries, and the Customer Success team for product-related ones. U Unassigned A type of conversation’s status, applied by default when a conversation hasn’t been assigned an agent yet––whether manually or automatically. Unattended On your dashboard, you'll find a view called "Unattended". This lists down all the conversations that are assigned and have yet to be responded to. Recommended next: Intro to Chatwoot and customer engagement.

Last updated on Apr 10, 2024

Lesson 1: Your first Chatwoot conversation

As a Chatwoot user, you will be able to manage multiple conversations with multiple customers from various channels on a single dashboard. Let us break down the keyword “channels” from this statement. What is a channel? A channel is a mode of communication your customer selects to talk to you. Anything and everything from the list given below can be called a channel. - Your Support or work emails - Website or app live chat - Social media interactions from platforms like Twitter, Instagram, Facebook - Cloud messenger interactions from platforms like WhatsApp, Line, Telegram - SMS - Chatbot - Any other app relevant to your business or use case (can be connected through APIs) You can connect one or all of such channels to your Chatwoot account and talk to your customers. P.S. In Chatwoot, an instance of a channel is referred to as an inbox. How Chatwoot works for you? Based on the channels you choose to keep for your organization, your customers can contact you from any of those. Say, you enable your org’s WhatsApp account, website live chat, and email support. Whenever a customer sends you a message through any of these channels, it will become a new conversation in Chatwoot. Every new conversation is listed on your Chatwoot dashboard chronologically (newest on the top). Think of it like using WhatsApp or Gmail. Whenever someone sends you a new message, it appears at the top of your list of chats, and you can attend to it whenever you want. This is what a typical list of chats coming from different channels looks like on your dashboard: Try it now: Create a conversation in Chatwoot. Sign up for your free trial account, and you can setup your first inbox/channel with us, now. For explanatory purposes, we will setup a website (live chat) channel now. If you wish to setup a different channel instead, see the detailed step-by-step procedures here. Let’s get your first conversation from website to Chatwoot: Step 1. Go to Settings → Inboxes → “Add Inbox”. Step 2. Click on the "Website" icon. Step 3. Next, fill in the fields you see on the screen. To understand what these fields mean and to finish the setup, refer to this detailed guide. Step 4. Go to the website where you enabled live chat. Open the live chat widget and send a message. Step 5. Now open the Chatwoot dashboard, and you should be able to see the message and reply to it! 🎉 Congratulations! You already have an active Chatwoot account. Let’s move forward. What to do when you receive a conversation? Short answer: Just chat! Long answer: When you open a certain chat/conversation, you can reply from the reply box. Chatwoot will send the message to your customer from the same channel they contacted you from. For, e.g. If a customer sends you an email about a delivery issue and you reply to it from the Chatwoot chat box, they will receive your reply in their email inbox itself. And they can respond to you from their email itself. This constant exchange of messages will facilitate a conversation between you and your customer. You’ll never have to leave your Chatwoot window, and your customer will never have to leave their email inbox (or any other channel they are using) to make a conversation. Apart from replying to your customer, you will see many options on the dashboard––Private Notes, Conversation Actions, Macros, and at least 15 more things to do. It could be overwhelming. But relax. All of these features shall help you get faster and better at using Chatwoot and hence, help your customers better. We will dissect the dashboard and learn everything about it in the next lesson.

Last updated on Apr 10, 2024

Lesson 2: Dashboard Basics

By the end of this lesson, you will understand all the key things you can do on the Chatwoot dashboard. The screenshot given below represents your typical dashboard. It has been categorized by differently colored numbers for better distinction and understanding. Let us pick each numbered section one-by-one and understand the anatomies of the dashboard. 1. Chatwoot icon Click on the Chatwoot icon to go to the dashboard any time. 2. Sidebar controls From top down: Icon 1: View your conversations (people contacting/contacted you) Icon 2: View contacts (people who have ever contacted you on Chatwoot + the ones you manually added) Icon 3: View Reports (statistics about your conversations and everything related) Icon 4: Create a campaign (for proactive customer reach outs) Icon 5: Create a Help Center (or a Knowledge base, if you call it that) Icon 6: Go to Account Settings 3. Sidebar controls – set two From top down: Icon 1: Read our docs to solve product-related queries Icon 2: View notifications Icon 3: Go to personal profile settings 4. Currently viewing This shows the connected org./company for which you are receiving messages from customers. If you have two orgs./accounts connected with a single email ID, you can switch between your accounts from here. 5. Connected stuff In this section, you can see all the connected inboxes and enabled features of Chatwoot. Let us understand them one-by-one. Conversations All Conversations: All the conversations your account has received. Mentions: Conversations where your teammates have mentioned you. Unattended: Conversations without a single reply. Teams The internal teams you have created for working collaboratively. Inboxes Inboxes are channels that you have connected to your Chatwoot account. You can click on any one inbox at any time to view only the conversations coming in from that inbox. Labels Your created labels for organizing your conversations. 6. Conversations This will be your most-used part of the dashboard. Let us look at each part separately. Search bar Type in a keyword you remember from a conversation or the contact’s name to display a list of matching results. Switch your dashboard layout Choose how you want to view your Chatwoot dashboard. You can choose to hide your chat queue, giving more space to your chat window. Filter conversations Choose from various filters to only see the conversations you need to see. List of conversations This section enlists your conversations chronologically (newest/last received on top). You can switch among the “Mine”, “Unassigned”, and “All” tabs to respectively view the conversations assigned to you, the conversations with no assigned agent taking care of it, or all of them. Each conversation card shows the inbox/channel that conversation comes from, assigned agent, last sent message, time stamp, and associated labels. 7. Customer basic info Name of the customer, followed by the channel they contacted you from. 8. Reply box Type here to send a message to your customer. You can format rich text, insert emojis, attach files, or even record a voice note. If you switch over to the Private Note tab, you can send private messages to your teammates and discuss customer queries before replying to the conversation. You can also expand your text box by clicking on the icon on the top-right side of the Reply Box. 9. Conversation actions Icons as seen from left to right: Mute Mute a conversation to stop receiving notifications for the same. Send transcript Send the full chat transcript to the customer, assigned agent or any other email address. Resolve conversation Use when you want to close a conversation; generally used when the associated concern of the customer has been rectified. Other options from the dropdown: Mark as pending Using this option sends the conversation to the Pending chats list. Snooze until Snooze a conversation when you need to wait for a certain period or for a reply from the customer to take the conversation forward but cannot close it yet. 10. Contact details A concise view of all the available info of the contact followed by these 4 options: - New message - Edit contact - Merge contact - Delete contact You can also click on the icon next to the contact name to get an expanded view of the contact details and see any related contact notes. 11. Conversation Actions Assigned Agent Use this dropdown to view the list of agents in your account and select one to assign the conversation to them. Assigned Team Use this dropdown to view the list of internal teams in your account and select one to assign the conversation to them. Conversation Labels Click on “+Add Labels” to view the list of labels in your account and select the ones that fit. 12. Macros Expand this section to view the list of the macros you setup for your account. A macro is a set of sequential saved actions, like labelling a conversation, sending an email transcript, sending an attachment, etc., which you can define from your Chatwoot Settings. When you select a Macro and run it, you can execute a sequence of pre-defined actions in one click. 13. Conversation Information Expand this section to view the conversation “demographics”. 14. Contact Attributes Expand this section to view and apply custom account attributes which can be defined from the Account Settings. 15. Previous Conversations Expand this section to get a list of all the previous conversations associated with the contact. Feeling confident about the dashboard? That probably took 5 minutes! Let us understand all the core features next. Go to Lesson 3A now.

Last updated on Apr 10, 2024

Lesson 3 (a): Mastering core features

So, you have your first inbox ready and know your way around the dashboard. Now let us learn everything about the core features of Chatwoot––where to find them and how to use them effectively. Once you learn this, you will be able to use Chatwoot smoothly. We like to call these features as “tools” to help you effectively communicate with your customers. Agents You would have entered Chatwoot through one of the two ways: - You signed up, and you are your account’s admin. - You were invited on email by the admin of your account. Regardless of your entry point, it’ll be helpful to understand what an Agent can do on Chatwoot. What is an Agent on Chatwoot? An Agent is anyone from your team who can answer customer conversations. They can be a member of your customer support team, your Engineering colleague, your co-founder, the marketer on your team, or anyone and everyone you want to bring to your Chatwoot account to help answer questions. What differentiates an Agent from an Admin? Permissions do. Agents can only access inboxes, canned responses, reports and conversations. They can assign conversations to other agents or themselves. They can also resolve conversations. Admins can do everything. How to add an Agent to Chatwoot? We have a detailed document for this. How to use the Agents feature? There are two basic ways to do this, as explained below. 1. Assign an agent to a conversation Step 1. On your dashboard, when you open a particular conversation, you’ll find a section that reads “Conversation Actions”. Click the + sign to expand it. Step 2. You’ll see an option that reads “Assigned Agent” followed by a dropdown of all the Agents on your account. Use the search bar to narrow down on the name of the Agent you’re looking for. Or click on an Agent’s name to assign the conversation to them. You can also use the “Assign to me” option. 2. Talking on Private Note Step 1. On your dashboard, when you open a particular conversation, look for the yellow colored option reading as “Private Note” to the right side of your reply box. Click on it. Anything you send here is NOT readable or accessible by the customer. This exists to talk with other agents privately. Step 2. Press “@” on your keyboard to mention teammates on Private Notes. Talk to them about anything you need to. You can also make use of rich text formatting, emoji, and attachments. Here is an example: Agent Reports Admins can access the Agents Overview dashboard. This shows various metrics associated with a particular Agent, such as volume of messages, First Response Time, Resolution Time, etc. Here’s how: Step 1. Go to Reports → Agents → Select Agent. Select the name of the Agent you want to view the metrics from the dropdown. Step 2. Select the period that you want to know these metrics for from the “Duration” dropdown. Step 3. Hover over the title of any of the metrics and click on it. It’ll show you a bar graph of the performance of that metric over the selected period. Imp: Toggle on the “Business Hours” to see reports adjusted accordingly. You can also download these reports to your system using the green-coloured button towards the top-right of the screen. Teams You will always receive multiple types of queries, like bug reports, billing questions, feature requests, etc., from your customers. In your organization, you might have specific teams dealing with specific functions. This also means your Sales team shouldn’t see a conversation reporting a bug. And your Engineering team shouldn’t be having to answer the billing-related questions. The next best thing to do: group your Chatwoot agents into their respective teams and let your conversations automatically go to relevant teams. What is a Team on Chatwoot? An (internal) team is a set of certain agents added to your account who usually take care of a certain kind of conversation––tech-related, billing-related, product-related, etc. You can create a team of agents to take care of each of these categories of queries. Say you can create an Engineering team for answering tech-related queries, a Finance team for billing-related queries, and the Customer Success team for product-related ones. Can an Agent be a part of multiple teams? Yes. How to add a Team to Chatwoot? We have a detailed document for this. How to use the Teams feature? The main functions of keeping teams on Chatwoot is to be able to: - Assign them conversations - Have an organized dashboard To assign conversations to a team from the dashboard, follow the steps as described below. Step 1. On your dashboard, when you open a particular conversation, you’ll find a section that reads as “Conversation Actions”. Click on the “+” sign to expand it. Step 2. You’ll see an option that reads “Assigned Team” followed by a dropdown of all the Teams on your account. Use the search bar to narrow down on the name of the team you’re looking for, or click on a team’s name to assign the conversation to it. Using Automation to assign conversations to Teams If you happen to identify a pattern about the kind of conversations that always get assigned to a particular team, you can define automation rules to let certain conversations be assigned to certain teams automatically. Here are a few examples to help you understand: → Whenever a conversation is created, and the Browser language is Spanish, assign the conversation to the Spanish team. → Whenever a message is created containing the word “bug”, assign the conversation to the Engineering team. → Whenever a conversation is updated, and the Inbox is Email, AND Email Subject line contains the word “refund”, assign the conversation to the Customer Support team. Team Reports Admins can access the Team Overview dashboard. This shows you various metrics associated with a particular team, such as volume of messages, First Response Time, Resolution Time, etc. Here’s how: Step 1. Go to Reports → Team → Select Team. Select the name of the team you want to view the metrics for from the dropdown. Step 2. Select the period that you want to know these metrics for from the “Duration” dropdown. Step 3. Hover over the title of any of the metrics and click on it. It’ll show you a bar graph of the performance of that metric over the selected period. Imp: Toggle on the “Business Hours” to see reports adjusted accordingly. You can also download these reports to your system. Contacts Your Contacts comprise two types of people: 1. The people who have ever messaged you on Chatwoot 2. The ones you upload manually When you visit the All Contacts tab, you can view the list of these people with all the available information like email IDs, phone numbers, geographies, associated conversations. Contact Filters You can view only specific contacts based on your conditions using certain filters. Just click the Filter button on your Contacts screen to view a list of available filters, as shown in the screenshot below. Contact Segments If you need to use the same filters again and again, rather save it as a segment. Read the docs on this. Importing Contacts You can bulk import contacts from a CSV file. Just use Import button on the top-right corner of your screen. Labels Your team manages multiple conversations every single day. No two conversations are the same, but they can be similar. Looking at your conversations at the end of the day, you can categorize several conversations under categories like bug-report, new-customer, spam, feature request, etc. You might want to hand over such conversations to relevant teams, or analyze the type of requests you receive the most a month later. Doing that manually is painful. Instead, you can label your conversations while chatting with your customers. You can simply select relevant labels (which you have to create only once) from your chat’s sidebar. This simple practice will let you categorize your conversations and ditch the grunt work. What is a Label on Chatwoot? It is like a digital sticker to put on your conversations and categorize them. Labels are created on the account-level and can be used across. How to create custom Labels? We have a detailed document for this. How to use the Labels feature? There are three basic ways to do this, as explained below. 1. Assign a label to a conversation Step 1. On your dashboard, when you open a particular conversation, you’ll find a section that reads “Conversation Actions”. Click on the + sign to expand it. Step 2. You’ll see an option that reads “Conversation Labels” followed by an associated button. Click on that to view the list of labels added to your account. Select as many as relevant. 2. Assign a label to a contact Just like any conversation, you can label a contact too. Simply navigate to the dedicated contact’s page and add the label through the “Contact Labels” section. 3. Categorize data through Labels You can filter the following views by Labels: Conversations Contacts Label Reports Admins can access the Labels Overview dashboard. This shows you various metrics associated with a particular label, such as volume of messages, First Response Time, Resolution Time, etc. Here’s how: Step 1. Go to Reports → Labels → Select Label. Select the name of the label you want to view the metrics for from the dropdown. Step 2. Select the period that you want to know these metrics for from the “Duration” dropdown. Step 3. Hover over the title of any of the metrics and click on it. It’ll show you a bar graph of the performance of that metric over the selected period. Imp: Toggle on the “Business Hours” to see reports adjusted accordingly. You can also download these reports to your system. Continue learning the other core features in lesson 3B (it's the second-last lesson!)

Last updated on Apr 10, 2024

Lesson 3 (b): Mastering core features

This lesson is an extension of Lesson 3(a). Because nobody likes lengthy lessons. 🤷 Canned Responses A few days into serving your customers, you will identify that you use the same greeting or goodbye every time or that there are specific common questions. Typing the same replies repeatedly without getting a tone of frustration in your message sounds like a superhuman job to us. So, we introduced Canned Responses instead––to cut down the repetitive work. This lets you save frequently sent messages as templates and use them quickly in a chat with the help of short-codes. What is a Canned Response on Chatwoot? Canned Responses are like your ammo. These are your saved reply templates which can be used anytime to send out a reply to a conversation quickly. How to create Canned Responses? We have a detailed document for this. Canned Responses library by Chatwoot We have curated a bunch of editable, templated replies for you to create your Canned Responses with. Check it out. Can Agents create Canned Responses? Yes. Can Agents access and use the Canned Responses created by other agents? Yes. How to use the Canned Responses feature? You use Canned Responses during conversations. Follow the following steps. Step 1. On the conversation where you need to use the canned response, type / in the reply box. This will display the list of all the canned responses on your account. Step 2. If you remember the name of the shortcode, type it following the /. If you don’t, browse through your list and click on it. You reply box will be populated with the saved reply. It would look something like this: That was a complete sentence written in a click! Step 3. Press Send. 🤷‍♀️ Custom Attributes Each contact or conversation is unique, and there are some facts/attributes you might want to track about them. Custom Attributes are facts about your conversation or contacts. Facts like – subscription plan, subscription date, signup date, most ordered item, last ordered item, etc. Why custom? It is because you can create your own (custom) facts rather than sticking to the standard facts such as email, OS, location, etc. What is a Custom Attribute on Chatwoot? It is a particular type of fact you create for your conversations or contacts. These help you track essential info about them. You can create account-wide attributes and apply them during a conversation. How to add a Custom Attribute to Chatwoot? We have a detailed document for this. Can Agents create Custom Attributes? Yes. Can Agents access and use the Custom Attributes created by other agents? Yes. How to use the Custom Attributes feature? You can use custom attributes in two parts, as explained below. 1. For applying to conversations/contacts Step 1. On your dashboard, when you open a particular conversation, you’ll find a section that reads as “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 is an example: Imp: For adding Contact Attributes, follow the same procedure as described above, but use the Contact Attributes section of your chat sidebar instead. 2. For filtering conversations and contacts Filtering conversations Step 1. Go to “conversations” and press the filter icon to view a list of available conversation filters. Step 2. Scroll down to the “Custom Attributes” part. Select the one you want to. Refer to the screenshot: Filtering contacts Step 1. Go to “Contacts” and press the filter icon to view a list of available contact filters. Step 2. Scroll down to the “Custom Attributes” part. Select the one you want to. Refer to the screenshot: Automation Tasks like organizing conversations, assigning teams and agents, and assigning labels are important to avoid clutter. But having to do it for every conversation you receive is painful. When your volume of conversations increases, it becomes even more difficult to manage. So, it is best to leave some grunt work to the bots. With Chatwoot Automation, you can define simple (or complex) rules in your account and get your workflows rolling––without spending a minute on them. What is Automation in Chatwoot? It is a set of rules an Admin defines for the account to automate certain tasks. A few examples of such tasks include assigning agents or teams, adding labels, snoozing conversations, etc. These actions are triggered based on events and conditions defined by you. Can Agents create Automation rules? No. Only admins can. Can Agents access and use the Automation rules? Yes. How to create Automation rules? We have a detailed document for this. How to use the Automation feature? Once you’ve set up the automation rules following the documentation provided in the section above, all you have to do is sit back and relax. You have just automated, after all! Reports A week, a month, a quarter, a year, or whatever period into working on Chatwoot––you’ll realize that you want to know specific metrics. Which agent responds the fastest? What is your CSAT score in the past quarter? Which agents are currently online? Which kind of conversations do you receive the most? –– these are only some questions you will look for answers to. Hence, we created Reports. What are Reports on Chatwoot? You will find seven types of reports on Chatwoot. 1. Overview: Realtime view of your support ops 2. Conversations overview: To view important metrics and KPIs about your conversations. 3. CSAT Reports: To track your CSAT scores. 4. Agents overview: To view important metrics and KPIs about your agents. 5. Labels overview: To view which labels get the most conversations, and associated metrics. 6. Inbox overview: To view important metrics and KPIs about your inboxes/channels. 7. Team overview: To view important metrics and KPIs about your teams. How to use the Reports feature? Step 1. From your left sidebar, select the bar graph icon to see the list of the seven reports listed above. Step 2. Click on any one report you want to see. Step 3. Select the relevant particular––Agent’s name in the Agent's overview, Inbox’s name in the Inbox overview, and so on. Step 4. Set the duration. Step 5. Click on a particular metric to view the associated graph. Here is an example: Go to Lesson 4 (last and super short) ->

Last updated on Apr 10, 2024

Lesson 4: Complete your customer engagement suite

If you’ve made it so far, congratulations! By now, you know how to smoothly use Chatwoot to manage an effective customer engagement workflow. Now, let’s connect more channels in your customer engagement arsenal. How to select the best channels for your business? You’ll have a lot of options for channels to be present on for customer engagement. And mostly, businesses end up being on all––and mange them from Chatwoot. This is called omnichannel customer service. However, if you’ve been doing this for a while, you will realize that your customers prefer 2-3 channels more than the others. When you identify such channels, it is recommended to stick to only them and optimize them for the best UX. This is called optichannel customer service. Adding your second, third, and fourth channel on Chatwoot Any channel you want to add, can be done in seconds. Go to Settings → Inboxes → Add Inbox. You’ll see a list of inboxes to choose from. If you want to setup a particular channel, we recommend going through the specific guide. Find the list below. - Website live chat - Facebook - Instagram - Twitter - WhatsApp - SMS - Email - Telegram - Line - Connect a different channel through API What next? Join our Discord community to stay connected with the Chatwoot team, fellow Chatwoot users, open-source enthusiasts, and folks working in customer engagement. Write to us at hello@chatwoot.com to share your feedback, doubts, suggestions, and comments.

Last updated on Apr 10, 2024