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Chatwoot

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Velocity6.3

Chatwoot adds voice to close the last channel gap in its omnichannel support suite

customer-supportomnichannelvoiceai-agenthelp-centeropen-source
◆Current state
Chatwoot is an open-source omnichannel customer-support platform spanning live chat, email, WhatsApp, social channels, and a help center, with an AI agent called Captain. The headline recent move is voice: phone and WhatsApp calls now run in beta, closing the one major channel gap in an otherwise text-complete product. Around it, steady investment in Captain (auto-syncing knowledge base, Custom Tools to call external APIs, mobile AI Assist), help-center depth (a documentation layout, LLM-aware articles, bulk and translation tooling), and agent-workflow polish (assignment policies, a Participating view).
◆Where it's heading
Chatwoot is rounding out into a complete omnichannel support suite — adding voice to become genuinely all-channel while making Captain more capable and self-maintaining through fresh knowledge bases, external tool calls, and handoff tuning. The throughline is cutting manual upkeep and channel-switching for support teams, and pushing AI deeper into both answering and knowledge management.
◆Prediction
Expect voice to mature out of beta with call routing and reporting (the team flagged these as next), and Captain to keep gaining agentic capability, given the voice-beta roadmap notes and the Custom Tools and auto-sync cadence.

◆Recent moves

  1. 11d ago

    Introducing voice calls in Chatwoot

    ⚡ SPARK

    Voice calls arrive in beta — phone via Twilio and WhatsApp Calling — giving Chatwoot's text-first omnichannel suite the one channel it lacked, with calls logged, recorded, and transcribed into the conversation timeline.

  2. 26d ago

    Captain Documents Now Stay Up to Date

    Captain's knowledge base now refreshes on a schedule and on demand, with per-document sync status — reducing the manual upkeep that otherwise leaves an AI agent answering from stale docs.

  3. 1mo ago

    A better layout for documentation-heavy help centers

    A new Documentation layout for the Help Center adds sidebar navigation, command-bar search, and an Open-in-LLM option per article — aimed at teams with larger, reference-heavy help centers.

  4. 1mo ago

    AI Assist on mobile

    Captain's AI Assist and message translation come to the mobile app, bringing on-the-go agents closer to web parity, alongside a broad set of channel and editor fixes.

  5. 1mo ago

    A clearer chatlist, and a faster help center

    An expanded chatlist layout, LLM-powered article translation, and bulk help-center actions cut friction in the two surfaces agents use most — the inbox and the knowledge base.

  6. 2mo ago

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

    The v4.13.0 release reworks the writing experience (slash-command editor, resizable reply), adds a Participating view and inline contact editing, and ships Captain Custom Tools so the AI agent can call external APIs you define.