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155 lines
6.9 KiB
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[#]: subject: (Try Chatwoot, an open source customer relationship platform)
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[#]: via: (https://opensource.com/article/21/6/chatwoot)
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[#]: author: (Nitish Tiwari https://opensource.com/users/tiwarinitish86)
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[#]: collector: (lujun9972)
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[#]: translator: ( )
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[#]: reviewer: ( )
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[#]: publisher: ( )
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[#]: url: ( )
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Try Chatwoot, an open source customer relationship platform
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======
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Chatwoot is an open source alternative to Intercom, Zendesk, Salesforce
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Service Cloud, and other proprietary communications platforms.
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![Digital images of a computer desktop][1]
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Chatwoot is an open source customer relationship platform built with Ruby and Vue.js. It was written from scratch to allow customer-relations teams to build end-to-end platforms for ticket management and support.
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This article looks at Chatwoot's architecture, installation, and key features.
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### Chatwoot's architecture
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Chatwoot requires the following components to function properly:
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* Chatwoot web servers
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* Chatwoot workers
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* PostgreSQL database
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* Redis
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* Email service (e.g., SMTP, SendGrid, Mailgun)
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* Object storage (e.g., AWS S3, Azure, Google Cloud Storage, MinIO)
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The Chatwoot server and workers are the core components that integrate with everything else. PostgreSQL and Redis are specific, required components.
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![Chatwoot architecture][2]
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(Nitish Tiwari, [CC BY-SA 4.0][3])
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The other components, like the email server and object storage, are loosely coupled, so you can use any compatible system. Therefore, you could choose any SMTP server, self-hosted or SaaS, as your email service. Similarly, for object storage, you can use public cloud platforms like AWS S3, Azure Blob Store, GCS, or private cloud platforms like MinIO.
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### Install Chatwoot
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Chatwoot is available on common platforms, including Linux virtual machines, Docker, and as a single-click install application on [Heroku][4] and [CapRover][5]. This how-to looks at the Docker installation process; for other platforms, refer to Chatwoot's [documentation][6].
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To begin, ensure Docker Compose is installed on your machine. Then, download the `env` and `docker-compose` files from [Chatwoot's GitHub repo][7]:
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```
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# Download the env file template
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wget -O .env <https://raw.githubusercontent.com/chatwoot/chatwoot/develop/.env.example>
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# Download the Docker compose template
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wget -O docker-compose.yml <https://raw.githubusercontent.com/chatwoot/chatwoot/develop/docker-compose.production.yaml>
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```
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Open the `env` file and fill in the env variables `REDIS_PASSWORD` and `POSTGRES_PASSWORD`; these will be the passwords for Redis and PostgreSQL, respectively. Then update the same PostgreSQL password in the `docker-compose.yaml` file.
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Now, prepare PostgreSQL:
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```
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`docker-compose run --rm rails bundle exec rails db:chatwoot_prepare`
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```
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Deploy Chatwoot:
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```
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`docker-compose up -d`
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```
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You should now be able to access Chatwoot at `http://localhost:3000`.
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![Chatwoot welcome screen][8]
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(Nitish Tiwari, [CC BY-SA 4.0][3])
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### Chatwoot features
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Fill in the details on the welcome page to create the admin user. After that, you should land on the Conversations page.
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![Chatwoot conversations screen][9]
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(Nitish Tiwari, [CC BY-SA 4.0][3])
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The following are Chatwoot's key features:
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#### Channels
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Chatwoot supports a wide range of platforms as messaging Channels (including website widgets, Facebook, Twitter, WhatsApp, email, and others). To create an integration, click on the **Inboxes** button on the left-hand sidebar. Then select the platform you want to integrate with.
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![Chatwoot channels screen][10]
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(Nitish Tiwari, [CC BY-SA 4.0][3])
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Each platform has its own set of human agents, teams, labels, and canned responses. This way, Chatwoot allows a unified interface for talking to customers, but each channel is as customizable as it can be in the background.
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#### Reporting
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Organizations take customer response service-level agreements (SLAs) very seriously—and rightly so. Chatwoot has an integrated dashboard that gives a birds-eye view of the most important metrics, like total messages, response times, resolution times, etc. Administrators can also download reports for specific agents.
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![Chatwoot reports screen][11]
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(Nitish Tiwari, [CC BY-SA 4.0][3])
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#### Contacts
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Chatwoot also captures contact details from each incoming message and neatly arranges this information on a separate page called Contacts. This ensures all contact details are available for further follow-up or even syncing with an external, full-fledged customer relationship management (CRM) platform.
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![Chatwoot Contacts][12]
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(Nitish Tiwari, [CC BY-SA 4.0][3])
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#### Integrations
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Channels enable integrations with external messaging systems so that Chatwoot can communicate using these systems. However, what if you want a team to be notified on Slack if there is a new chat message on Chatwoot?
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This is where Integration Webhooks come into the picture. This feature allows you to integrate Chatwoot into external systems so that it can send out relevant information.
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![Chatwoot Integrations][13]
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(Nitish Tiwari, [CC BY-SA 4.0][3])
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### Learn more
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Chatwoot provides many of the key communications features customer relations teams want. To learn more about Chatwoot, take a look at its [GitHub repository][14] and [documentation][15].
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--------------------------------------------------------------------------------
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via: https://opensource.com/article/21/6/chatwoot
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作者：[Nitish Tiwari][a]
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选题：[lujun9972][b]
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译者：[译者ID](https://github.com/译者ID)
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校对：[校对者ID](https://github.com/校对者ID)
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本文由 [LCTT](https://github.com/LCTT/TranslateProject) 原创编译，[Linux中国](https://linux.cn/) 荣誉推出
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[a]: https://opensource.com/users/tiwarinitish86
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[b]: https://github.com/lujun9972
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[1]: https://opensource.com/sites/default/files/styles/image-full-size/public/lead-images/computer_desk_home_laptop_browser.png?itok=Y3UVpY0l (Digital images of a computer desktop)
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[2]: https://opensource.com/sites/default/files/uploads/chatwoot_servicecalls.png (Chatwoot architecture)
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[3]: https://creativecommons.org/licenses/by-sa/4.0/
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[4]: https://www.heroku.com/
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[5]: https://caprover.com/docs/get-started.html
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[6]: https://www.chatwoot.com/docs/self-hosted/deployment/architecture#available-deployment-options
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[7]: https://github.com/chatwoot/chatwoot
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[8]: https://opensource.com/sites/default/files/uploads/chatwoot_welcome.png (Chatwoot welcome screen)
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[9]: https://opensource.com/sites/default/files/uploads/chatwoot_conversations.png (Chatwoot conversations screen)
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[10]: https://opensource.com/sites/default/files/uploads/chatwoot_channels.png (Chatwoot channels screen)
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[11]: https://opensource.com/sites/default/files/uploads/chatwoot_reports.png (Chatwoot reports screen)
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[12]: https://opensource.com/sites/default/files/uploads/chatwoot_contacts.png (Chatwoot Contacts)
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[13]: https://opensource.com/sites/default/files/uploads/chatwoot_integrations.png (Chatwoot Integrations)
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[14]: http://github.com/chatwoot/chatwoot
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[15]: https://www.chatwoot.com/help-center
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