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This PR adds outcome-based reporting builders for the redesigned Captain overview, resolution flow, and resolution trend. These builders are not wired to controllers or the frontend yet, so the existing Captain metrics remain unchanged. ## AssistantOverviewStatsBuilder Builds current and previous reporting-window metrics, including the comparison trend, for the overview and CSAT cards. | Statistic | Description | | --- | --- | | Conversations handled | Counts outcome episodes in which Captain replied or performed a non-usage-limit handoff. | | Auto-resolution rate | Shows autonomous resolutions as a percentage of conversations handled. | | Autonomous resolutions | Counts episodes resolved by Captain without a handoff or an earlier human reply. | | Handoff rate | Shows involved handoffs as a percentage of conversations handled. | | Handoff count | Counts involved handoffs while excluding demand blocked by usage limits. | | Hours saved | Estimates displaced agent effort from Captain's public replies at two minutes per reply. | | Reopen rate | Shows the share of autonomous resolutions followed by another episode. | | Conversation depth | Shows the average number of public Captain replies per replied-to conversation. | | Durable resolution rate | Shows autonomous resolutions that remained closed for at least seven days among resolutions old enough to assess. | | Autonomous CSAT score | Averages CSAT ratings from conversations resolved autonomously by Captain. | | Assisted CSAT score | Averages CSAT ratings from resolved conversations where Captain participated alongside a human. | | Human-only CSAT score | Averages account CSAT from conversations where Captain never participated. | | Median resolution time | Reports the median elapsed seconds from demand start to resolution for handled episodes. | ## AssistantResolutionFlowBuilder Builds the current-window Sankey data and a matching handoff-reason distribution from the same outcome cohort. | Statistic | Description | | --- | --- | | Conversations handled | Provides the Sankey entry count for episodes where Captain participated. | | Resolved by Captain | Counts handled episodes resolved autonomously by Captain. | | Handed off | Counts handled episodes transferred to a human for a non-usage-limit reason. | | Closed with team | Counts handled episodes outside the autonomous-resolution and handoff branches. | | Reopened within seven days | Counts Captain resolutions followed by a new episode before the seven-day durability boundary. | | Stayed closed | Counts Captain resolutions with no reopen inside seven days. | | Handoff reason nodes | Shows the two largest handoff categories and combines the remainder as other reasons. | | Handoff distribution | Returns every involved handoff category with its count and percentage, including unclassified handoffs. | ## AssistantResolutionTrendStatsBuilder Builds a zero-filled, timezone-aware resolution series in one outcome query, using daily buckets for windows of 15 days or less and weekly buckets for longer windows. | Statistic | Description | | --- | --- | | Granularity | Identifies whether the response contains daily or weekly buckets. | | Bucket range | Returns the start and end date represented by each bucket. | | Conversations handled | Counts Captain-involved outcome episodes whose demand started in each bucket. | | Resolved by Captain | Counts autonomously resolved outcome episodes whose demand started in each bucket. |
Chatwoot
The modern customer support platform, an open-source alternative to Intercom, Zendesk, Salesforce Service Cloud etc.
Chatwoot is the modern, open-source, and self-hosted customer support platform designed to help businesses deliver exceptional customer support experience. Built for scale and flexibility, Chatwoot gives you full control over your customer data while providing powerful tools to manage conversations across channels.
✨ Captain – AI Agent for Support
Supercharge your support with Captain, Chatwoot’s AI agent. Captain helps automate responses, handle common queries, and reduce agent workload—ensuring customers get instant, accurate answers. With Captain, your team can focus on complex conversations while routine questions are resolved automatically. Read more about Captain here.
💬 Omnichannel Support Desk
Chatwoot centralizes all customer conversations into one powerful inbox, no matter where your customers reach out from. It supports live chat on your website, email, Facebook, Instagram, Twitter, WhatsApp, Telegram, Line, SMS etc.
📚 Help center portal
Publish help articles, FAQs, and guides through the built-in Help Center Portal. Enable customers to find answers on their own, reduce repetitive queries, and keep your support team focused on more complex issues.
🗂️ Other features
Collaboration & Productivity
- Private Notes and @mentions for internal team discussions.
- Labels to organize and categorize conversations.
- Keyboard Shortcuts and a Command Bar for quick navigation.
- Canned Responses to reply faster to frequently asked questions.
- Auto-Assignment to route conversations based on agent availability.
- Multi-lingual Support to serve customers in multiple languages.
- Custom Views and Filters for better inbox organization.
- Business Hours and Auto-Responders to manage response expectations.
- Teams and Automation tools for scaling support workflows.
- Agent Capacity Management to balance workload across the team.
Customer Data & Segmentation
- Contact Management with profiles and interaction history.
- Contact Segments and Notes for targeted communication.
- Campaigns to proactively engage customers.
- Custom Attributes for storing additional customer data.
- Pre-Chat Forms to collect user information before starting conversations.
Integrations
- Slack Integration to manage conversations directly from Slack.
- Dialogflow Integration for chatbot automation.
- Dashboard Apps to embed internal tools within Chatwoot.
- Shopify Integration to view and manage customer orders right within Chatwoot.
- Use Google Translate to translate messages from your customers in realtime.
- Create and manage Linear tickets within Chatwoot.
Reports & Insights
- Live View of ongoing conversations for real-time monitoring.
- Conversation, Agent, Inbox, Label, and Team Reports for operational visibility.
- CSAT Reports to measure customer satisfaction.
- Downloadable Reports for offline analysis and reporting.
Documentation
Detailed documentation is available at chatwoot.com/help-center.
Translation process
The translation process for Chatwoot web and mobile app is managed at https://translate.chatwoot.com using Crowdin. Please read the translation guide for contributing to Chatwoot.
Branching model
We use the git-flow branching model. The base branch is develop.
If you are looking for a stable version, please use the master or tags labelled as v1.x.x.
Deployment
Heroku one-click deploy
Deploying Chatwoot to Heroku is a breeze. It's as simple as clicking this button:
Follow this link to understand setting the correct environment variables for the app to work with all the features. There might be breakages if you do not set the relevant environment variables.
DigitalOcean 1-Click Kubernetes deployment
Chatwoot now supports 1-Click deployment to DigitalOcean as a kubernetes app.
Other deployment options
For other supported options, checkout our deployment page.
Security
Looking to report a vulnerability? Please refer our SECURITY.md file.
Community
If you need help or just want to hang out, come, say hi on our Discord server.
Contributors
Thanks goes to all these wonderful people:
Chatwoot © 2017-2026, Chatwoot Inc - Released under the MIT License.