8864f80ab7
## Summary Adds conversation usage to Captain documents and user created FAQs. Only knowledge used in a Captain answer sent to the contact is counted. Lookups that end in a handoff are excluded. Administrators can see how many distinct conversations used a knowledge record. Document usage appears in the Usage tab inside document details. User created FAQ usage appears on each FAQ card and opens in a conversation panel. Deleted conversations are excluded from counts, sorting, and conversation lists. Usage shown in side panel <img width="2342" height="1502" alt="CleanShot 2026-08-12 at 18 29 02@2x" src="https://github.com/user-attachments/assets/67301051-6df5-4eb6-9b8d-e1fc75bb02f2" /> Sorting options <img width="580" height="241" alt="image" src="https://github.com/user-attachments/assets/078566b7-481b-491b-b484-c2fef481f1b1" /> ## Access Conversation usage is available only to administrators. Agents can still view documents and FAQs, but they cannot see usage counts, the Usage tab, the "Most used" sort, or conversation usage details. The API applies the same rule. An agent request for `sort=most_used` is rejected. ## Performance and pagination Document and FAQ lists return 25 records per page. Usage counts are calculated only for the records in each page. Conversation usage panels load 25 conversations at a time and show a "Load more" action when more conversations are available. The generated FAQs tab also keeps its existing 25 item pagination. The count queries use the JSON indexes on `document_ids` and `used_faq_ids`. The "Most used" sort aggregates one assistant's sessions once before it sorts and returns the requested document page. ## How to test 1. Sign in as an administrator and open the Captain documents page for an assistant with tracked document usage. 2. Open a document and confirm that the Usage tab shows the distinct conversation count and the matching conversations. 3. Select "Most used" and confirm that documents are ordered by distinct conversation usage. 4. Open the user created FAQs page and confirm that FAQ cards show their usage count and open the matching conversations. 5. Confirm that usage panels show 25 conversations first and can load the next page. 6. Trigger a knowledge lookup that ends in a handoff and confirm that it does not increase document or FAQ usage. 7. Sign in as an agent and confirm that usage counts, usage details, and the "Most used" sort are not available. ## Closes [CW-7498](https://linear.app/chatwoot/issue/CW-7498/fe)
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.