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Chatwoot

COMMS
Velocity5.0

Chatwoot extends its Captain AI agent into tool-calling territory.

customer-supportai-agentstool-usecaptainmobile-parityassignment-policies
◆Current state
Chatwoot is layering polish on the agent workflow — mobile AI Assist parity, chatlist redesign, slash-command article editor, Participating view, plain-language snooze — while making structural moves on the Captain AI agent (custom tool-calling against external APIs) and assignment fairness (capacity-aware Assignment Policies replacing round-robin).
◆Where it's heading
The product is splitting into two parallel investments: a steadier core that closes web-versus-mobile gaps and removes day-to-day friction for human agents, and a more directional Captain push toward letting an AI agent actually act on systems rather than just suggest replies. Article translation via Captain in May is the first sign of Captain showing up in surfaces beyond live conversations.
◆Prediction
Expect Captain's tool-calling to broaden — probably visual tool builders and pre-built tool templates — and expect Captain capabilities to keep migrating into adjacent surfaces like the help center where translation already landed.

◆Recent moves

  1. 13d ago

    AI Assist on mobile

    Captain's AI Assist arrives in the mobile app, closing a web/mobile parity gap. Reachable from the reply field without app-switching, useful for agents working on the road.

  2. 19d ago

    A clearer chatlist, and a faster help center

    Expanded chatlist layout for inbox-triage workflows plus LLM-powered article translation that lands as a new locale variant. Notable for being Captain's first appearance in the help center surface, not just conversations.

  3. 1mo ago

    A better editor, and a view for the conversations you follow

    Slash-command menu in the article editor, in-place reply-editor resizing, and a Participating tab for conversations followed without ownership. Concrete answers to long-running editor friction.

  4. 1mo ago

    A better editor, and a view for the conversations you follow

    Duplicate publication of the editor and Participating view release.

    View source ↗
  5. 1mo ago

    Captain Custom Tools

    ⚡ SPARK

    Captain Custom Tools turns the AI agent into something that can act on customer systems — calling defined APIs for warranty checks, order lookups, service availability — rather than only suggesting replies from documentation.

  6. 2mo ago

    Smarter Assignment Policies and Mobile Search

    Assignment Policies replace simple round-robin with configurable methods, prioritization rules, and per-agent capacity limits. Mobile search rounds out the release. Maturity work for teams operating past small-team scale.