Chatwoot

This release focuses on improving how conversations are handled and resolved inside Chatwoot. We are introducing structured resolution workflows, better AI assistance in the reply composer, and UX improvements that reduce friction for agents.

✨ Captain Editor

We’ve improved the editor with Captain AI and a better experience for AI-assisted responses. AI reply suggestions now use related FAQs to improve response quality

Agents can now:

• Improve reply
• Change tone
• Fix grammar and spelling
• Suggest a reply
• Summarize the conversation
• Ask Copilot

All of this works directly inside the composer. The agent can review and edit everything before sending.

⚙️ Conversation Workflows

We have introduced Conversation Workflows, a dedicated section under Settings that brings all conversation related logic into one place. This is the foundation for improvement in conversation automation in Chatwoot. Over time, more rules and controls will be added here.

Here are the current options:

• Auto-resolve conversations (existing behavior)
• Required attributes on resolve (new)

📋 Required Attributes on Resolution

Admins can now enforce structured data collection before a conversation is resolved. You can select one or more existing conversation-level custom attributes (Text, Number, Link, Date, List, Checkbox) that must be filled before agents can close a conversation.

How it works

• Admin selects required attributes under Settings → Conversation Workflows.
• When an agent clicks Resolve:
  • If all required attributes already have values → resolution happens normally.
  • If any value is missing → a modal appears asking the agent to fill them.
• Resolution is blocked until all required attributes are satisfied.
• Bulk resolve follows the same rules. Conversations missing attributes will not be resolved, and a notification will indicate which ones failed.
• API-based resolution does not enforce required attributes.

This helps teams collect the right information at the time of resolution and keeps reporting clean and reliable.

🏷️ Remove Label via Right Click

You can now remove labels directly by right-clicking on them inside a conversation. This is a small improvement, but it reduces the friction when organizing conversations and helps your agents move faster.

Other improvements

• Assignment V2 updates for fairer workload distribution and team-safe routing (Enterprise)
• New report downloads and expanded reporting APIs
• Improvements to integrations across channels like Shopify, TikTok, and WhatsApp
• More reliable bot handoffs with smarter conversation state handling
• Better contact and conversation workflows, including faster label actions and smoother contact search
• Numerous bug fixes, security updates, and performance improvements

Thanks to @joao-baza, @TheDanniCraft, @mazenkhalil for the contributions.

Note: Captain v2 now supports GPT-5.2 for self-hosted deployments.