pranavrajs

Chatwoot is an open-source omni-channel customer support solution. Today marks a year since the initial commit for Chatwoot’s resurrection as an open-source project. It has been an amazing journey after we open-sourced the code base and the success in HackerNews(https://news.ycombinator.com/item?id=21559139). Thanks to the community.

Thanks :) We started off with a theme which is using Bootstrap and the illustrations are created by mixing humaaans.com characters with undraw.co illustrations. The font we used is paid font, so we couldn't make the repo open. Tech stack is React with Gatsby hosted on Netlify.

There are a couple of things which I can tell, most important is that we were naive and we were not patient enough to see the project grow organically and reach the users and find its USP. We wanted instant gratification which is not always available in the startup world.

I agree. I assume having a hosted version of tools like CRM or support desk would help in getting better at maintaining the privacy of the customers.

Thanks for the kind words. Please see my response below.

> do you have a way to author FAQs

Right now, we don't support it. We have FAQs and a documentation website in the pipeline.

> is email an accepted channel?

Honestly speaking, it is not completely done yet. Emails from support desk mail can be seen in the dashboard, but you cannot respond to it now from our dashboard. Hopefully, we would be able to complete it sooner.

Hey, thanks for letting me know. I will fix it soon :) Looks like I forgot to add the action on the hamburger button.

There are no other organizations which are using the project other than us. We use it on our homepage chatwoot.com and for our Facebook pages.

Founder here,

Chatwoot is a customer support tool for instant messaging channels which can help businesses provide exceptional customer support through their websites or social media channels.

This was a product we started building in 2017. It failed due to a couple of obvious reasons. We built on Vue.js and Rails. It was in an inactive mode for around 1 and a half years. Recently we thought of putting it out instead of letting the code to rust. Our idea is to make it something like Gitlab/Mattermost where people can host their own version and we will provide a hosted version for people who don't want to self-host.

After we open-sourced, we received contributions from 30 developers all around the world.

We believe bots alone can't solve all the questions and there is no context. On the other hand, having agents alone for customer support won't scale as your business grows. We intend to build a bot+agent platform which is fully opensource and supports most of the social media channels, email and websites.