Chatwoot
[CW-2008] feat: Adding VOIP Integration/Support #8451
Replies: 34 comments 6 replies
-
|
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. |
Beta Was this translation helpful? Give feedback.
-
|
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. |
Beta Was this translation helpful? Give feedback.
-
|
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. |
Beta Was this translation helpful? Give feedback.
-
|
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 |
Beta Was this translation helpful? Give feedback.
-
|
VOIP is the only missing part! |
Beta Was this translation helpful? Give feedback.
-
|
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? |
Beta Was this translation helpful? Give feedback.
-
|
Agree VOIP is a missing important link...Love to see it on chatwoot |
Beta Was this translation helpful? Give feedback.
-
|
VoIP will be great feature to add to Chatwoot as it will make it stand out and more popular to enterprise grade solutions. |
Beta Was this translation helpful? Give feedback.
-
|
I think VOIP these days is becoming a must for any customer engagement app... +++1 |
Beta Was this translation helpful? Give feedback.
-
|
This feature is definitely needed and requested a lot, I hope in the near future we will see this in action. |
Beta Was this translation helpful? Give feedback.
-
|
I can help on the asterisk / FreePBX part |
Beta Was this translation helpful? Give feedback.
-
|
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! |
Beta Was this translation helpful? Give feedback.
-
|
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. |
Beta Was this translation helpful? Give feedback.
-
|
If a WebPhone was required, there are plenty. I will try this one shortly: https://github.com/gmaruzz/saraphone |
Beta Was this translation helpful? Give feedback.
-
|
@ekavun @PPaiva can we collaborate on this? |
Beta Was this translation helpful? Give feedback.
-
|
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?
—
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.
|
Beta Was this translation helpful? Give feedback.
-
|
Also in. :)
|
Beta Was this translation helpful? Give feedback.
-
|
@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 |
Beta Was this translation helpful? Give feedback.
-
|
The link gives "You need permission Try contacting the owner of the form if you think that this is a mistake" |
Beta Was this translation helpful? Give feedback.
-
|
Thanks for letting me know. Settings are changed now please check |
Beta Was this translation helpful? Give feedback.
-
|
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
—
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.
|
Beta Was this translation helpful? Give feedback.
-
|
same here |
Beta Was this translation helpful? Give feedback.
-
|
Changed settings now please check |
Beta Was this translation helpful? Give feedback.
-
|
Hey folks, is there any move on this? We'd like to participate and would also to weigh in resources on this. |
Beta Was this translation helpful? Give feedback.
-
|
See also here: https://github.com/orgs/chatwoot/discussions/9437#discussion-6627830 |
Beta Was this translation helpful? Give feedback.
-
|
Eagerly waiting for this VOIP feature |
Beta Was this translation helpful? Give feedback.
-
|
Hi everyone so after a really long time we've finally integrated voice. Right now it's a simple click to call option with freeswitch doing all the heavy lifting. Happy to guide others in this. Unfortunately we forked long ago and our push won't be compatible with current versions of chatwoot but we'd be glad to offer our inputs if someone wants to make an upstream push |
Beta Was this translation helpful? Give feedback.
-
|
Great! Do you have some kind of event based ticketing for inbound callers? Where do we find your code? I’ll see to make it current on recent FreesWITCH, but I’m a bit allergic to open source perversion to commercial. I do encourage their funding and opening up to bigger opportunities, and love all their team. There is a lot that can be done just, and only, observing SIP standards.
|
Beta Was this translation helpful? Give feedback.
-
|
It's currently mostly focused on outbound. So a click to dial where the agent's number is dialled first and then the customer's number and then bridged. PSTN is more important for us so we haven't focused on WebRTC or a softphone. For inbound calls, just based on the phone number create a private note of the call record in the user's most recent conversation. Will eventually also route the call to the agent who was assigned the call. Like I mentioned, all the heavy lifting is on the Freeswitch side. Also apologies I meant current version of chatwoot not Freeswitch |
Beta Was this translation helpful? Give feedback.
-
|
I'd like to learn about Freeswitch and PSTN, if there's any resources you can share? |
Beta Was this translation helpful? Give feedback.
-
|
Dear Chatwoot Development Team, I hope this message finds you well. I am writing to propose a potential integration between your outstanding customer support platform, Chatwoot, and the Issabel Asterisk telephony system. As a robust open-source PBX solution, Issabel Asterisk is widely adopted in various industries, providing efficient and scalable communication solutions. Integrating Issabel Asterisk with Chatwoot would bring significant value to both platforms and their users. Here’s why: Streamlined Communication: By connecting voice interactions from Issabel Asterisk directly into Chatwoot, customer support teams can manage all communication channels—voice, chat, email, and social media—from a single unified interface. This would reduce response times and improve the efficiency of support agents. Improved Customer Experience: Having all customer interactions in one place allows for better context and continuity in support conversations. Agents can quickly access previous interactions and provide a more personalized and effective customer service experience. Enhanced Analytics and Reporting: An integrated system would allow businesses to gather and analyze data across all communication channels. This comprehensive view would empower managers to make data-driven decisions to improve team performance and customer satisfaction. Cost Efficiency: The integration would help companies that already use Issabel Asterisk to leverage their existing infrastructure while maximizing the capabilities of Chatwoot, reducing the need for additional tools and training. Competitive Advantage: Offering this integration would attract a broader range of customers who are looking for a versatile and comprehensive customer communication platform. It would also strengthen Chatwoot’s position in the market as a solution that adapts to the diverse needs of modern businesses. I believe that the synergy between Chatwoot and Issabel Asterisk could bring considerable advantages to businesses seeking to elevate their customer support operations. I would be happy to provide more details or assist in any way possible to facilitate this integration. Thank you for considering this proposal. I look forward to hearing your thoughts on this exciting opportunity. |
Beta Was this translation helpful? Give feedback.
and others
-
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
Beta Was this translation helpful? Give feedback.
All reactions