From 24055b4c2f895aada345cfebd9b449743c024349 Mon Sep 17 00:00:00 2001 From: DarkSun Date: Mon, 28 Jun 2021 05:04:20 +0800 Subject: [PATCH] =?UTF-8?q?=E9=80=89=E9=A2=98[tech]:=2020210627=20Try=20Ch?= =?UTF-8?q?atwoot,=20an=20open=20source=20customer=20relationship=20platfo?= =?UTF-8?q?rm?= MIME-Version: 1.0 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 8bit sources/tech/20210627 Try Chatwoot, an open source customer relationship platform.md --- ...n source customer relationship platform.md | 154 ++++++++++++++++++ 1 file changed, 154 insertions(+) create mode 100644 sources/tech/20210627 Try Chatwoot, an open source customer relationship platform.md diff --git a/sources/tech/20210627 Try Chatwoot, an open source customer relationship platform.md b/sources/tech/20210627 Try Chatwoot, an open source customer relationship platform.md new file mode 100644 index 0000000000..30ee81bab9 --- /dev/null +++ b/sources/tech/20210627 Try Chatwoot, an open source customer relationship platform.md @@ -0,0 +1,154 @@ +[#]: subject: (Try Chatwoot, an open source customer relationship platform) +[#]: via: (https://opensource.com/article/21/6/chatwoot) +[#]: author: (Nitish Tiwari https://opensource.com/users/tiwarinitish86) +[#]: collector: (lujun9972) +[#]: translator: ( ) +[#]: reviewer: ( ) +[#]: publisher: ( ) +[#]: url: ( ) + +Try Chatwoot, an open source customer relationship platform +====== +Chatwoot is an open source alternative to Intercom, Zendesk, Salesforce +Service Cloud, and other proprietary communications platforms. +![Digital images of a computer desktop][1] + +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. + +This article looks at Chatwoot's architecture, installation, and key features. + +### Chatwoot's architecture + +Chatwoot requires the following components to function properly: + + * Chatwoot web servers + * Chatwoot workers + * PostgreSQL database + * Redis + * Email service (e.g., SMTP, SendGrid, Mailgun) + * Object storage (e.g., AWS S3, Azure, Google Cloud Storage, MinIO) + + + +The Chatwoot server and workers are the core components that integrate with everything else. PostgreSQL and Redis are specific, required components. + +![Chatwoot architecture][2] + +(Nitish Tiwari, [CC BY-SA 4.0][3]) + +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. + +### Install Chatwoot + +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]. + +To begin, ensure Docker Compose is installed on your machine. Then, download the `env` and `docker-compose` files from [Chatwoot's GitHub repo][7]: + + +``` +# Download the env file template +wget -O .env +# Download the Docker compose template +wget -O docker-compose.yml +``` + +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.  + +Now, prepare PostgreSQL: + + +``` +`docker-compose run --rm rails bundle exec rails db:chatwoot_prepare` +``` + +Deploy Chatwoot: + + +``` +`docker-compose up -d` +``` + +You should now be able to access Chatwoot at `http://localhost:3000`. + +![Chatwoot welcome screen][8] + +(Nitish Tiwari, [CC BY-SA 4.0][3]) + +### Chatwoot features + +Fill in the details on the welcome page to create the admin user. After that, you should land on the Conversations page. + +![Chatwoot conversations screen][9] + +(Nitish Tiwari, [CC BY-SA 4.0][3]) + +The following are Chatwoot's key features: + +#### Channels + +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. + +![Chatwoot channels screen][10] + +(Nitish Tiwari, [CC BY-SA 4.0][3]) + +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. + +#### Reporting + +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. + +![Chatwoot reports screen][11] + +(Nitish Tiwari, [CC BY-SA 4.0][3]) + +#### Contacts + +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. + +![Chatwoot Contacts][12] + +(Nitish Tiwari, [CC BY-SA 4.0][3]) + +#### Integrations + +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? + +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. + +![Chatwoot Integrations][13] + +(Nitish Tiwari, [CC BY-SA 4.0][3]) + +### Learn more + +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]. + +-------------------------------------------------------------------------------- + +via: https://opensource.com/article/21/6/chatwoot + +作者：[Nitish Tiwari][a] +选题：[lujun9972][b] +译者：[译者ID](https://github.com/译者ID) +校对：[校对者ID](https://github.com/校对者ID) + +本文由 [LCTT](https://github.com/LCTT/TranslateProject) 原创编译，[Linux中国](https://linux.cn/) 荣誉推出 + +[a]: https://opensource.com/users/tiwarinitish86 +[b]: https://github.com/lujun9972 +[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) +[2]: https://opensource.com/sites/default/files/uploads/chatwoot_servicecalls.png (Chatwoot architecture) +[3]: https://creativecommons.org/licenses/by-sa/4.0/ +[4]: https://www.heroku.com/ +[5]: https://caprover.com/docs/get-started.html +[6]: https://www.chatwoot.com/docs/self-hosted/deployment/architecture#available-deployment-options +[7]: https://github.com/chatwoot/chatwoot +[8]: https://opensource.com/sites/default/files/uploads/chatwoot_welcome.png (Chatwoot welcome screen) +[9]: https://opensource.com/sites/default/files/uploads/chatwoot_conversations.png (Chatwoot conversations screen) +[10]: https://opensource.com/sites/default/files/uploads/chatwoot_channels.png (Chatwoot channels screen) +[11]: https://opensource.com/sites/default/files/uploads/chatwoot_reports.png (Chatwoot reports screen) +[12]: https://opensource.com/sites/default/files/uploads/chatwoot_contacts.png (Chatwoot Contacts) +[13]: https://opensource.com/sites/default/files/uploads/chatwoot_integrations.png (Chatwoot Integrations) +[14]: http://github.com/chatwoot/chatwoot +[15]: https://www.chatwoot.com/help-center