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The Chatwoot integration block allows you to seamlessly integrate live chat functionality into your bot flow. It provides a bridge between your automated bot conversations and human agents, enabling users to escalate to live support when needed.

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Configuration Options

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Connection Setup

To set up the Chatwoot integration, you’ll need:
  1. Chatwoot Account: Create a Chatwoot account at chatwoot.com
  2. Website Inbox: Create a “Website” type inbox in your Chatwoot dashboard
Create website inbox

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Authentication Configuration

The integration requires two key configuration parameters: Base URL (Required)
  • Default: https://app.chatwoot.com
  • For self-hosted instances, replace with your custom domain
  • Supports variable interpolation for dynamic URLs
Website Token (Required)
  • Found in Chatwoot under Settings > Inboxes > Settings > Configuration
  • Located within the JavaScript code snippet
  • This token connects your bot to the specific Chatwoot inbox
Find website token

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Task Configuration

The Chatwoot block supports two main tasks:
  • Show widget (Default): Opens the Chatwoot chat widget
  • Close widget: Closes and hides the Chatwoot chat widget

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Features

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User Information Pre-filling

The integration supports comprehensive user data transfer: Supported User Fields:
  • ID: Unique identifier for the user (optional)
  • Name: User’s display name
  • Email: User’s email address
  • Avatar URL: Profile picture URL
  • Phone Number: Contact phone number
Variable Support: All user fields support QuickBot variables, allowing dynamic population from collected bot data.
Chatwoot block

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Automatic Context Transfer

The integration automatically passes context between your bot and Chatwoot: Custom Attributes Automatically Set:
  • bot_result_url: Direct link to the current bot session results
  • Any additional custom attributes you’ve configured in Chatwoot

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User Identity Management

Smart ID Resolution:
  • If no ID is provided, the system uses the email address as the user identifier
  • If neither ID nor email is provided, falls back to the bot result ID
  • This prevents duplicate contacts and ensures proper conversation continuity

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Advanced Features

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Dynamic Configuration

Variable Interpolation:
  • Base URL supports variables for multi-tenant setups
  • Website tokens can be dynamically selected based on bot logic
  • All user fields support real-time variable substitution

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Session Continuity

Cross-Platform Support:
  • Seamless handoff between bot and human agents
  • Conversation history preservation
  • User context maintained across sessions

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Client-Side Execution

Performance Optimization:
  • Widget loads asynchronously on the client side
  • No server-side processing delays
  • Instant widget appearance for users

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Best Practices

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Integration Patterns

Escalation Triggers: Place Chatwoot blocks at natural escalation points:
  • After failed automated resolution attempts
  • When users request human assistance
  • For complex queries requiring human expertise
User Data Collection: Collect relevant user information before triggering Chatwoot: 
Name → Email → Issue Description → Chatwoot Block

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Performance Optimization

Conditional Loading: Use condition blocks to determine when to show Chatwoot:
  • Business hours checking
  • Agent availability status
  • User subscription level
Resource Management:
  • Close widgets when not needed to free resources
  • Use the “Close widget” task strategically

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Data Privacy

Information Handling:
  • Only pass necessary user information to Chatwoot
  • Ensure GDPR compliance when transferring personal data
  • Use encrypted connections (HTTPS) for sensitive data

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Troubleshooting

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Connection Issues

Invalid Website Token:
  • Verify token is correctly copied from Chatwoot dashboard
  • Check for extra spaces or characters
  • Ensure token corresponds to the correct inbox
Base URL Problems:
  • Confirm URL format (include https://)
  • For self-hosted instances, verify domain accessibility
  • Test URL accessibility from your deployment environment
Widget Not Appearing:
  • Check browser console for JavaScript errors
  • Verify Chatwoot SDK loads correctly
  • Confirm website domain is whitelisted in Chatwoot

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Data Flow Problems

User Information Not Displaying:
  • Verify user fields contain valid data
  • Check variable names and mappings
  • Ensure data types match expected formats
Missing Custom Attributes:
  • Confirm custom attributes are created in Chatwoot
  • Check attribute names match exactly (case-sensitive)
  • Verify attribute types are compatible

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Preview Limitations

Testing Environment:
  • Chatwoot blocks show “not supported in preview” message
  • Use published bot for full testing
  • Verify integration in live environment
Debug Information: Monitor browser console for:
  • Chatwoot SDK loading errors
  • Authentication failures
  • Custom attribute setting issues

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Performance Issues

Slow Widget Loading:
  • Check network connectivity to Chatwoot servers
  • Verify Base URL accessibility
  • Consider CDN or caching configurations
Multiple Widget Instances:
  • Ensure proper widget cleanup between sessions
  • Use “Close widget” task when transitioning flows
  • Avoid multiple simultaneous Chatwoot blocks

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Custom Attributes Setup

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Result URL Tracking

Create a custom attribute in Chatwoot to track bot sessions:
  1. Go to Settings > Custom Attributes
  2. Create new attribute:
    • Attribute Key: bot_result_url
    • Attribute Type: Link
    • Attribute Display Name: Bot Result URL
Chatwoot custom attribute
This automatically links each conversation to the bot session for agent context.

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Additional Context Attributes

Consider adding these custom attributes for enhanced agent context:
  • bot_flow_path: Track which bot flow triggered the escalation
  • user_intent: Capture the user’s primary goal or need
  • previous_responses: Key information collected by the bot
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