Chatwoot
[CW-2008] feat: Adding VOIP Integration/Support #8451
Replies: 30 comments 4 replies
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This would be good long term but I would imagine it would be very far down the list given that chatwoot is still quite a new product and some core functions still need adding in... Even long term SaaS offerings have only just added this and they've been in dev 10 + years. |
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Would love to see VOIP support as well, being able to have on customer history whenever they contacted us or were contacted by phone would be amazing, as well as being able to know who is the customer who is calling us and immediately be able to easily look at their contact history. |
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VoIP, Hold Music, IVR, Customer History, all encompassed under Chatwoot would make definitely make this a good alternative to Zendesk. Unfortunately due to COVID-19 having Omnichannel Support Solutions such as Zendesk, Zoho, Freshdesk, etc, have become unaffordable due to their ridiculous high prices. If Chatwoot could implement most features that these other major companies have and STILL remain open-source this would be the perfect solution that most companies would switch too. I mean for Zendesk, you're looking at roughly $4,000 a month per agent for an enterprise sized solution. |
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I have a startup running that does chat- and voicebots for specific sme use cases. The only reason that I am currently reluctant to offer my customers chatwoot as fully flechted contact center approach including bot integration is the missing VOIP Part. More than happy to follow the discussion and/or to start into the design discussion. As I am not really feeling familiar with the chatwoot architectur and code base, I am a bit reluctant to offer implementation support. Perhaps, if someone could guide me .... Best Regards Andre |
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VOIP is the only missing part! |
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Yes we would love that! But I was thinking, that maybe a combination of API Inbox with Dashboard App could be a workaround solution for this. API Inbox could be integrated with Asterisk via REST to trigger calls and get status, and deploying an Dashboard App to receive / make calls via WebRTC. Is that make sense? |
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Agree VOIP is a missing important link...Love to see it on chatwoot |
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VoIP will be great feature to add to Chatwoot as it will make it stand out and more popular to enterprise grade solutions. |
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I think VOIP these days is becoming a must for any customer engagement app... +++1 |
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This feature is definitely needed and requested a lot, I hope in the near future we will see this in action. |
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Facebook leads + Chatwoot (Voip + Dialer + ACD + WhatsApp Api (Forms) + Catalog + Payments ) Each Traveler needs a phone call for urgent inquiry during a trip or just for take a relax vacations knowing that your travel concierge (travel business) is so close as a call. Is a priority channel for several business. 🤑🤑🤑 🚀 |
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Not only that, but Chatwoot can become a rich complete solution that can surpass popular CRM that already supports VOIP integration with popular PBX technologies like Asterisk. |
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Hey @sojan-official is VOIP integration somewhere in Chatwoot roadmap based on these huge interest ? |
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É realmente um recurso necessário. |
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I can help on the asterisk / FreePBX part |
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Indeed the feature would be beautiful. I would suggest to stay neutral vis-à-vis the PBX, and work on the SIP aspects only. Many WebPHones, javascript libraries and such offer WebRTC support, and that allows a vendor generic solution. Congratulations for such high values, Chatwoot seems to be really a stand-out in Open Source offerings! |
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There is a pretty straight forward integration I can suggest, to start with. It does not use a WebPhone, but rather provides a way to bridge caller and agent as soon as the agent gets assigned a conversation. Proposed MVP:
Going forward, additional capabilities could be added, such as skills based routing, which could already be done somewhat via the X-Headers idea. Ideally, the inbound call flows should show the Caller ID, and Called Number, at a minimum. The Caller ID is to lookup any existing contacts for the caller, and the Called Number can be used to lookup what company, department, etc, is trying to be reached. Future implementations can include a SIP user-agent for Chatwoot that stays in the call flow at all times, as if every call was a conference call (caller, agent, Chatwoot Bot). This could permit offering benefits like agent supervision, Chatwoot side call recording and transcription, transferring calls from one agent to the other from the Chatwoot interface, and just live session handling options. |
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If a WebPhone was required, there are plenty. I will try this one shortly: https://github.com/gmaruzz/saraphone |
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@ekavun @PPaiva can we collaborate on this? |
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I’m in! Let me know where we should move the conversation and get organized.
… On Nov 22, 2023, at 11:48 AM, kj2222 ***@***.***> wrote:
@ekavun <https://github.com/ekavun> @PPaiva <https://github.com/PPaiva> can we collaborate on this?
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Reply to this email directly, view it on GitHub <#2898 (comment)>, or unsubscribe <https://github.com/notifications/unsubscribe-auth/AF7LKBOUQELM25JLIJXTOEDYFXJ63AVCNFSM5C5R4PA2U5DIOJSWCZC7NNSXTN2JONZXKZKDN5WW2ZLOOQ5TCOBSGI2TGMJTHA4A>.
You are receiving this because you were mentioned.
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Also in. :)
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@ekavun @PPaiva Let's move this to email. Just drop me your email address here: https://forms.gle/YjrsxLvmRJovmNkz6 and let's get started In case @LiLiJal @jcmatoskx @andredanner @Aghiles97 or someone else wants to collaborate on this |
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The link gives "You need permission Try contacting the owner of the form if you think that this is a mistake" |
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Thanks for letting me know. Settings are changed now please check |
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Hi!
The link gives:
"This form can only be viewed by users in the owner's organization."
Can’t access it.
Cheers!
… On Nov 24, 2023, at 7:27 AM, kj2222 ***@***.***> wrote:
@ekavun <https://github.com/ekavun> @PPaiva <https://github.com/PPaiva> Let's move this to email. Just drop me your email address here: https://forms.gle/YjrsxLvmRJovmNkz6 and let's get started
In case @LiLiJal <https://github.com/LiLiJal> @jcmatoskx <https://github.com/jcmatoskx> @andredanner <https://github.com/andredanner> @Aghiles97 <https://github.com/Aghiles97> or someone else wants to collaborate on this
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Reply to this email directly, view it on GitHub <#2898 (comment)>, or unsubscribe <https://github.com/notifications/unsubscribe-auth/AF7LKBPC2CV35MAD7UQMR3LYGA453AVCNFSM5C5R4PA2U5DIOJSWCZC7NNSXTN2JONZXKZKDN5WW2ZLOOQ5TCOBSGUZDAMRVGQYQ>.
You are receiving this because you were mentioned.
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same here |
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Changed settings now please check |
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Hey folks, is there any move on this? We'd like to participate and would also to weigh in resources on this. |
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See also here: https://github.com/orgs/chatwoot/discussions/9437#discussion-6627830 |
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and others
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One of the reasons our team is hesitant to consider Chatwoot as we look for something other than Zendesk is the fact we can not support VOIP. Since we are a website that does rely on phone calls (much less than a call center), we need VOIP. If we were to migrate to a new system, all of these items (texting, voice, email, chat etc), would need to be encompassed under one umbrella so that we wouldn't have disjointed systems.
Right now we use Zendesk and Zipwhip. But Zendesk is clunky when it comes to most things and being able to have our product team integrate everything without our internal site would allow us to have a much better system overall. Just a thought as I'm sure many who are looking to move to something self hosted require VOIP (if they are using a help desk that has it), and would need it with the new system, rather than with another app.
Thanks!
CW-2008
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