ChangeLog

• Better Help Center editing with tables, slash commands, and GuideJar embeds
• Participating tab for conversations
• Smarter automations and macros for assignment and private notes
• Assignment v2 enabled by default for new accounts
• Captain Custom Tools, bulk document deletion, and AI workflow improvements
• Signed webhooks for API Channel and Agent Bot webhooks
• Reliability fixes across WhatsApp, LINE, Email, Widget, and webhooks
• Numerous bug fixes and enhancements

Thanks to @hahuma, @zip-fa, @hrm1810884, @nestordavalos, @mazenkhalil, @alokdangre, @dollyzn, @YJack0000, @gabrieljablonski, @salmonumbrella, @Gatesby2026 for the contributions.

Note: If you use API Channel or Agent Bot webhooks, Chatwoot now generates dedicated signing secrets and sends signed webhook headers. Update your webhook verification flow to use the new signing secrets.

Changelog

• Fixed an issue where AI Assist returned a 404 error in the Community Edition.
• Fixed a regression introduced in v4.8.0 where webhook payloads for message_created and message_updated were sending channel-rendered HTML instead of the original raw message content.

🔍 Details

Previously, webhook serialization reused the same rendering pipeline used for channel delivery. This caused:

• Markdown to be converted into channel-specific formats (HTML for WebWidget, WhatsApp-formatted text for WhatsApp)
• Messages to be wrapped unnecessarily:
  • bold → <p><strong>bold</strong></p>
  • Plain text → wrapped in <p> tags

⚠️ Impact

This behavior could break downstream parsing logic, NLP pipelines, and external integrations expecting raw, unformatted text.

✅ Recommendation

If you are running v4.8.0 or later and rely on agent bots or webhook integrations, we recommend upgrading to v4.12.1.

Changelog

• Captain can now decide when to resolve conversations (Enterprise)
• Assignment V2 is now available on all installations
• Help Center improvements, including draft locales, category reordering, and search improvements
• Added refresh token support for the Linear integration
• Added outgoing attachments for TikTok in supported regions
• Added webhook health and registration for WhatsApp Cloud
• Added mobile WebView support for the widget
• Slack replies now show the correct agent name and avatar
• Agent bots can now toggle typing status
• Numerous bug fixes, UI fixes, and performance enhancements

Thanks to @denisturbo, @msaleh-313, @jobkaeHenry, @danielalanbates, @eloijrseganfredo, @devSviat, @udovichenkoAlexander, @salmonumbrella, @hahuma, @AlexeyKrasnoperov, @dollyzn for the contributions

Note: If you use Linear on a self-hosted Chatwoot installation, enable Refresh tokens in your Linear OAuth app settings. More details: Linear OAuth docs

This hotfix adds changes for filter service not normalizing incoming values correctly, along with other changes to harden the service

Hotfix for Google OAuth URL

Full Changelog: v4.11.0...v4.11.1

This release focuses on improving how conversations are handled and resolved inside Chatwoot. We are introducing structured resolution workflows, better AI assistance in the reply composer, and UX improvements that reduce friction for agents.

✨ Captain Editor

We've improved the editor with Captain AI and a better experience for AI-assisted responses. AI reply suggestions now use related FAQs to improve response quality

Agents can now:

• Improve reply
• Change tone
• Fix grammar and spelling
• Suggest a reply
• Summarize the conversation
• Ask Copilot

All of this works directly inside the composer. The agent can review and edit everything before sending.

⚙️ Conversation Workflows

We have introduced Conversation Workflows, a dedicated section under Settings that brings all conversation related logic into one place. This is the foundation for improvement in conversation automation in Chatwoot. Over time, more rules and controls will be added here.

Here are the current options:

• Auto-resolve conversations (existing behavior)
• Required attributes on resolve (new)

📋 Required Attributes on Resolution

Admins can now enforce structured data collection before a conversation is resolved. You can select one or more existing conversation-level custom attributes (Text, Number, Link, Date, List, Checkbox) that must be filled before agents can close a conversation.

How it works

• Admin selects required attributes under Settings → Conversation Workflows.
• When an agent clicks Resolve:
  • If all required attributes already have values → resolution happens normally.
  • If any value is missing → a modal appears asking the agent to fill them.
• Resolution is blocked until all required attributes are satisfied.
• Bulk resolve follows the same rules. Conversations missing attributes will not be resolved, and a notification will indicate which ones failed.
• API-based resolution does not enforce required attributes.

This helps teams collect the right information at the time of resolution and keeps reporting clean and reliable.

🏷️ Remove Label via Right Click

You can now remove labels directly by right-clicking on them inside a conversation. This is a small improvement, but it reduces the friction when organizing conversations and helps your agents move faster.

Other improvements

• Assignment V2 updates for fairer workload distribution and team-safe routing (Enterprise)
• New report downloads and expanded reporting APIs
• Improvements to integrations across channels like Shopify, TikTok, and WhatsApp
• More reliable bot handoffs with smarter conversation state handling
• Better contact and conversation workflows, including faster label actions and smoother contact search
• Numerous bug fixes, security updates, and performance improvements

Thanks to @joao-baza, @TheDanniCraft, @mazenkhalil for the contributions.

Note: Captain v2 now supports GPT-5.2 for self-hosted deployments.

This hotfix fixes an issue where WhatsApp attachment messages were created without downloadable attachments and resolves problems affecting the embedded signup flow in some cases.

This release focuses on making insights easier to find and easier to interpret. We are improving how you search through conversations and how you make sense of CSAT feedback.

🔍 Advanced Search (Messages)

Search is getting more powerful and more intentional.

You can now filter message search results using multiple filters:

• Date range – narrow results to a specific time window
• Sender – filter by the agent or contact who sent the message
• Inbox – find messages based on where they were sent.

To make repeated searches faster, search now remembers your last three searches. You can re-run any of them with a single click.

We have also refreshed the search UI to make filters clearer and results easier to scan.

This is the first step in a broader effort to improve search across the product, and we will continue to build on this foundation.

📝 Review Notes for CSAT Reports

CSAT scores are useful, but ratings and comments often lack context.

A low score does not always mean poor support. Delivery delays, unmet expectations, or issues outside the support team can all impact ratings. Without context, it is easy to misread patterns.

Review Notes allow admins/report managers to add internal-only context directly to each CSAT response.

With Review Notes, you can:

• Explain why a score may be higher or lower than expected
• Capture situational context that is not visible in the customer comment
• Identify patterns across multiple CSAT responses
• Make CSAT reviews more actionable for leadership and retrospectives

Where it is available

• Review Notes live directly inside the CSAT Reports section
• Notes are included in CSAT exports as an additional column, making offline analysis and sharing easier

Plan availability

This feature is available on:

• Cloud: Business and Enterprise plans
• Self-hosted: Enterprise, Premium Support, and Enterprise Self-hosted plans

Other improvements

• Call-to-action template support for Twilio WhatsApp channels
• Support for CSAT surveys via WhatsApp template messages
• Message translations now work based on the agent’s personal locale
• New reporting APIs to get channel-type-based reports
• Multiple security fixes and performance improvements

Thanks to @mazenkhalil, @salmonumbrella, @gabrieljablonski for the contributions

This hotfix sanitizes email HTML content before processing quoted text, preventing unsafe scripts and event handlers from being executed while parsing email replies.

This hotfix resolves an issue affecting custom attributes page displaying no attributes messages even when contact or conversation attributes are configured in some cases.