📥 1. Creating Inboxes
Inboxes are the channels through which messages arrive in Chatwoot (website, WhatsApp, Instagram, email, etc.).
How to create:
Go to Settings → Inboxes.
Click on Add Inbox.
Choose the type (API, Website, WhatsApp, etc.).
Follow the integration instructions and configure the name, avatar, and responsible agents.
For creating new WhatsApp inboxes, contact support.
👥 2. Creating Agents
Agents are the users who will assist the customers.
How to create:
Go to Settings → Agents.
Click on Invite Agent.
Enter the name, email, and select the permissions (Administrator or Agent).
Once the invitation is accepted, the agent will be able to access the system.
🏷️ 3. Labels
Labels help categorize and filter conversations by topic, status, department, etc.
How to use:
Create new labels under Settings → Labels.
Apply them manually within a conversation or via automations.
Use labels to generate reports or create smart filters.
🧩 4. Custom Attributes
These allow you to add extra information to a contact or conversation (e.g., business ID, subscribed plan, language, funnel status, etc.).
How to configure:
Go to Settings → Custom Attributes.
Click on New Attribute.
Define: name, data type (text, number, list, date), and whether the field is required or read-only.
These fields appear on the side of the conversation and can be filled in automatically via API or chatbot.
⚡ 5. Macros
Macros automate common actions like applying labels, adding notes, changing status, or assigning to a specific team.
How to create:
Go to Settings → Macros.
Click on Create Macro.
Give it a name and define the actions (e.g., apply label "urgent", move to team "Finance", add note).
💬 6. Canned Responses
Saved messages that agents can use to speed up customer service.
How to use:
Go to Settings → Saved Responses.
Click on New Response.
Define a shortcut, message, and tags.
In the chat, type
/to see options and send with one click.
🔁 7. Conversation Assignment
You can assign a conversation to:
A specific agent
A group/team
Or leave it unassigned (visible to all inbox agents)
How to assign:
Inside the conversation, use the user icon at the top and select the agent.
You can also automate this using a macro or assignment rule.
🚨 8. Priority
Chatwoot allows marking conversations as:
Normal
High
Urgent
How to change:
Inside the conversation, click the flag icon.
Use this classification to prioritize queues and see what needs immediate attention.