Launch HN: Chatwoot (YC W21) – Open-Source Alternative to Intercom, Zendesk

This page summarizes the projects mentioned and recommended in the original post on news.ycombinator.com

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  • GitHub repo chatwoot

    Open-source customer engagement suite, an alternative to Intercom, Zendesk, Salesforce Service Cloud etc. 🔥💬

    Hello everyone,

    We are a 3 founder team. Myself Pranav. Sojan and Nithin are my co-founders.

    We are building Chatwoot(https://www.chatwoot.com, https://github.com/chatwoot/chatwoot). With Chatwoot, businesses can connect channels like website live chat, email, Facebook, Twitter, WhatsApp etc and talk to the customers from one place.

    Chatwoot is an open-source alternative to Intercom, Zendesk etc.

    We help companies in regulated industries to manage customer data without sharing it with third-party providers. Since the software is open-source, it is easier to build custom workflows that suit your business on top of Chatwoot.

    We started building Chatwoot as proprietary software in 2017, but the startup failed. Seeing the data privacy regulations and people taking interest in self-hosted alternatives, we open-sourced the product in 2019, we got a lot of love from the HN community. (https://news.ycombinator.com/item?id=21559139).

    Over the last year, we have been working with the community to build the software. Seeing the interest from the opensource world, we decided to quit our jobs and work full time on Chatwoot. We introduced support plans to validate the need for self-hosted solutions and it worked out well. We applied to YC and got into the W21 batch.

    Right now, there are 1000+ companies using Chatwoot. We have around 7.2k stars and more than 100 contributors in our repository. The software can be used in more than 25+ regional languages.

    Apart from the omnichannel support desk, we are adding more features like a self-service portal, marketing campaigns, customer segmentation, workflows etc.

    We make money by charging a license fee of $99 per user per month for features like customisable dashboards, SLA Management, Agent scheduling software, IP blocklisting etc which are suited for large enterprises.

    We will continue to work with the community to build Chatwoot. We would love to hear your experiences, thoughts and ideas. Check us out at https://github.com/chatwoot/chatwoot

  • GitHub repo dialogflow-agent-bot-demo

    A sample Implementation of chatwoot agent bot APIs using dialogflow

    Yes, we already integrate with Rasa.ai and Dialogflow. You can start the conversation with DialogFlow and pass it off to the agent.

    You can see a demo here https://www.chatwoot.com/features/chatbots and a setup guide with a sample code here https://github.com/chatwoot/dialogflow-agent-bot-demo

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  • GitHub repo gitlab

  • GitHub repo chat-builder

    Build a completely custom chat UI on top of Papercups

    Thanks for the mention:

    Like Pranav said we think the space is good to have multiple players and we've had many friendly conversations where we have traded notes.

    I think our vision is very similar in terms that we eventually want to focus on omni channel customer communication.

    A few things that chatwoot has that we don't at the moment like they mentioned are:

    1. Omni channel through messenger and Twillio integration

    2. A Mobile app to chat with your customers

    3. Shared inbox for teams - for team management

    1. We have a Reply from Slack + Reply from Mattermost integration where you never have to leave your dashboard (We believe you should never leave your work place)

    2. Highly customizable [chat widget](https://github.com/papercups-io/chat-builder) with react and flutter components

    3. We have a live screen sharing feature that lets you debug issues with your customers through the browser

    Our goal is to build out omni channel communications too but at the moment we want to make our chat widget experience amazing and we believe that your chat widget should look like your website and not an ad for your tool.

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