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Chatwoot

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Velocity7.5

Chatwoot is building an AI-first support platform, with Captain gaining audience targeting and macro automation reaching the keyboard-native workflow.

ai-supportcaptain-aiwhatsappvoice-callingomnichannel
◆Current state
Chatwoot has moved decisively beyond multi-channel inbox. Voice calling launched in June, followed by a dedicated calls dashboard in August. The Captain AI assistant now handles configurable audience segments and schedule windows, and generates FAQ suggestions from resolved conversations. The Help Center gained a proper editorial draft workflow. The pace of major feature additions — at least two sparks in six weeks — signals a product that is shipping aggressively toward a full customer support OS.
◆Where it's heading
The Captain AI thread is the most directionally significant. Audience targeting, scheduling, reasoning transparency, self-generated FAQs, and performance metrics together sketch a product vision where support teams supervise AI rather than do first-contact response. WhatsApp integration is being fortified in parallel — BSUID support, guided setup, centralized templates — suggesting that WhatsApp is the primary channel driver for Chatwoot's growth. Voice calling is being hardened one release cycle after launch.
◆Prediction
Captain will get more sophisticated handoff logic and routing controls. WhatsApp integration will likely expand to Business Calling or catalog features as Meta expands access. Voice calling will get queue-based routing and richer SLA integration.

◆Recent moves

  1. 2d ago

    Support for WhatsApp usernames and BSUIDs

    Adds support for WhatsApp BSUIDs, which let agents handle conversations from customers who opt not to share their phone number. This is a direct response to Meta's WhatsApp username rollout, keeping Chatwoot's WhatsApp integration functional as the platform shifts identity models.

  2. 9d ago

    Guided manual setup for WhatsApp inboxes

    WhatsApp inbox setup now walks through credential entry, Meta validation, and webhook configuration step by step, surfacing errors inline rather than after a failed save. Reduces setup failures for operators setting up their first WhatsApp inbox.

  3. 20d ago

    Faster macros and improved pickers

    ⚡ SPARK

    Macros can now be triggered from the reply editor via # without opening the sidebar, and the inline picker system (canned responses, mentions, variables, emoji) was rebuilt with multi-word search, contextual previews, and consistent keyboard navigation. This collapses the gap between composing a reply and executing a workflow action, removing the context switches that slowed agent throughput.

  4. 27d ago

    All your WhatsApp templates in one place

    WhatsApp message templates now have a dedicated management page with cross-inbox filtering, previews, and a sync control. Previously managing templates meant switching between provider dashboards; this consolidates template visibility into Chatwoot without replacing creation/editing at Meta or Twilio.

  5. 29d ago

    Choose who Captain responds to and when

    ⚡ SPARK

    Captain AI assistants can now be scoped to specific customer audiences (by contact attributes, plan, conversation properties) and scheduled to run only during or outside business hours. This changes Captain from an always-on bot into a configurable component of the support routing logic.

  6. 1mo ago

    Voice calling grows up: a dedicated calls dashboard and smarter call handling

    Voice calling gets a dedicated calls list with filtering, one-click recording playback, and accurate call outcome labeling (declined vs missed). Outbound calls are automatically assigned to the initiating agent. This is the first major hardening release since voice launched in June.