Chatwoot API: Conversations, Contacts and Inboxes with AI
Chatwoot is an open-source omnichannel customer support platform, and its REST API covers conversations, messages, contacts and account settings. Companies that host their own Chatwoot or use the cloud version use it to plug in bots and automations. Access is through a user token or an agent bot token.
What the Chatwoot API offers
Conversations
List, filter, assign and change the status of conversations.
Messages
Send messages and private notes in a conversation, with attachments.
Contacts
Create, search and update contacts and their attributes.
Inboxes
Look up and configure channels such as WhatsApp, email and website.
Labels, teams and attributes
Classify conversations and distribute them among teams.
Webhooks and agent bots
Receive message and conversation events and reply as a bot.
How to access the Chatwoot API
- With your company’s credentialsEach call carries an access token in the header: a user's profile token or the token of an agent bot created in the account.
- On a self-hosted install, limits depend on your server. In the cloud, follow the plan's rules.
- Conversations contain personal data: define retention and who can see the history.
- Start with the bot on one inbox only and scale later.
Official documentation: www.chatwoot.com/developers/api
What an iTeam agent does with the Chatwoot API
First-line support in Chatwoot
The agent replies as a bot in the inboxes, resolves common questions and hands off to a human with the conversation summarized.
Automatic labels
Each conversation gets a topic and urgency label and goes to the right team.
Enriched contact
The agent looks the customer up in the CRM or ERP and writes attributes on the contact, such as plan and last order.
Report on contact reasons
Every week the agent reads the resolved conversations and shows which contact reasons grew the most.
From the credential to the agent at work, with approval
Create the agent bot in Chatwoot
In Chatwoot, create an agent bot (or an integration user), copy the token and define which inboxes it works in.
Set permissions per agent
In iTeam, the Chatwoot credential goes into the vault and each agent gets a closed list of actions (reply to conversations, apply labels, hand off to a human). Actions that change data require a person's approval.
Validate small, then scale up
Start with one case: send a test message in an internal inbox. Once the result is checked, the process takes on more volume, always with the audit trail and approval wherever there is risk.
Ready-made AI teams that use Chatwoot
Questions about the Chatwoot API
Is the Chatwoot API free?
Chatwoot is open source and the API comes with it, in both self-hosted installs and cloud plans. The cost is the hosting or the plan you buy.
Do I need to write code to use the Chatwoot API with iTeam?
No. iTeam reads the Chatwoot API documentation, builds the calls, and the deployment team adjusts the flow with you. What stays with the company is approving and following up.
Does the iTeam agent replace the Chatwoot support agents?
No. It works as a bot, handles what is repetitive and hands off to the team with context. The support staff stay in Chatwoot, with a shorter queue.
