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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.

Official documentation​

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

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