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Chatwoot — Chatwoot is our customer support platform. We use it to manage chat inboxes and integrate smart chatbots. ⬆ índice

Chatwoot and Chatbots

Chatwoot is our customer support platform. We use it to manage chat inboxes and integrate smart chatbots.

Chatbot Setup in Chatwoot​

To create a virtual agent (chatbot) in Chatwoot:

  1. Navigate to the Chatbots menu.
  2. Click Create Chatbot.
  3. Fill in: Name and Webhook URL.
  4. Copy the generated API Key.

Setup in the Aitha Chat Portal (Admin)​

The bot must be configured in our Admin Portal to link it with the AI:

  1. Open Portal Admin.
  2. Go to the Chatbot section.
  3. Configure the chatbot by pasting the Chatwoot API Key.
  4. Select the language model (LLM) the bot will use.

Assign the Bot to an Inbox​

Enable the bot on a specific channel:

  1. Go to Settings -> Inboxes.
  2. Select the channel (Web Chat, WhatsApp, etc.).
  3. In the Chatbot tab, select the created bot.

Customer Support Options​

Customize the experience per Inbox:

  • Surveys: Configure feedback after conversations.
  • Handoff: Control when a human takes over if the bot cannot help.
  • Automatic replies: Predefined messages to speed up support.
  • Assignments: Rules to route chats to specific teams.

Self-hosted Portal integration notes​

This repository uses a custom Chatwoot image for Portal integration.

Important behaviors:

  • the public Chatwoot host is intended to be embeddable from the Portal
  • the Portal uses Chatwoot Platform API SSO for the customer service iframe
  • for self-hosted/non-enterprise builds, this repo also patches a fallback route for GET /enterprise/api/v1/accounts/:id/limits

Why this matters:

  • some Chatwoot frontend screens still call the enterprise limits endpoint even on self-hosted deployments
  • if the fallback route is missing from the running image, the UI can fail with 404 or 401 on /enterprise/api/v1/accounts/:id/limits

Verification after a Chatwoot release:

curl -skI https://cs.<domain>/
curl -sk https://cs.<domain>/enterprise/api/v1/accounts/1/limits

Expected result for the fallback route in self-hosted mode:

  • HTTP 200
  • JSON body with plan_name, limits, usage, and features

If the public host still answers with login/redirect/401/404, the running image does not include the patched route yet.

Official documentation​

For advanced Chatwoot topics: https://developers.chatwoot.com/introduction

[!TIP] You can organize agents into Teams to better manage inbox workload.