Guide🇹🇷 Türkçe

Chatwoot Features & Support Quality

SupportBot uses Chatwoot as the agent workspace, and the interface ships in Turkish out of the box. This page summarizes the Chatwoot-native features you don't need a separate panel screen for, plus the support-quality tools SupportBot adds on top (CSAT, SLA, sales mode).

Built into Chatwoot

All available directly in the Chatwoot UI:

  • Canned Responses — Settings → Canned Responses. Save frequent replies with a shortcut; type / in a conversation to insert them.
  • Macros — Settings → Macros. Bundle multi-step actions (add label + change status + send reply) into one click.
  • Business hours — Inbox → Settings → Business Hours. Outside working hours the widget automatically shows an out-of-office message.
  • Auto-assignment — Inbox → Settings → Collaborators. Handed-off conversations are distributed to available agents automatically.
  • Campaigns — the Campaigns menu. Trigger proactive messages on specific pages or after a time-on-page threshold.
  • CSAT survey — enabled during provisioning. When a conversation is resolved, the customer receives a 1-5 satisfaction survey.

CSAT: real customer satisfaction

Customer CSAT ratings sync into SupportBot automatically:

  • The Overview screen's CSAT card shows the average rating (1-5) and the number of ratings for the selected date range.
  • The weekly report's satisfaction score is computed from real CSAT data (ratings of 4-5 count as satisfied) instead of an AI estimate.

SLA: first response target

Set a target in minutes under Settings → General → SLA First Response Target (e.g. 15). 0 = SLA tracking off.

  • On the Conversations screen every conversation gets an SLA badge: SLA Met (answered within target), SLA Breached (answered late, or still unanswered past the target), SLA Pending (no reply yet, target not exceeded).
  • The first response is the first message that reaches the customer — a bot reply or a human agent reply both count; private notes don't.
  • The weekly report includes the SLA compliance percentage.

Sales / product suggestion mode

Enable Settings → General → Sales / Product Suggestions. After resolving the customer's issue, the bot may add a single-sentence product/package suggestion when relevant. Put your own product, package and pricing info in the text box — the bot only suggests what's listed there or in your company info, never invents prices, and never uses pushy sales language.

n8n reply flow (advanced)

If Settings → Integration → n8n Reply Flow Webhook is set, the bot reply passes through your n8n workflow before reaching the customer (e.g. enriching with order status from your CRM). If the workflow returns {"answer": "..."} that answer is used; on error or timeout the original reply is sent — the customer never goes unanswered.