Captain is Chatwoot's AI. It can answer customers for you, help your agents write replies, and learn from your help docs and past conversations.
What Captain can do
| Capability | What it does | Who uses it | Page |
|---|---|---|---|
| Assistant | Replies to customers in the inboxes you connect, and hands off to your team when it cannot help | Customers | Set up a Captain assistant and connect your inboxes |
| Knowledge | Learns from website pages, PDFs and FAQs you add | Admins | Add documents to Captain's knowledge |
| Guardrails, guidelines and scenarios | Controls what the assistant answers, how it sounds, and what it does in specific situations | Admins | Set Captain's guardrails, guidelines and scenarios |
| Audience and schedule | Limits which customers the assistant replies to, and when | Admins | Control who Captain replies to and when |
| Custom tools | Lets the assistant look things up in your own systems, such as order status | Admins | Set up custom tools for Captain |
| Copilot | Helps agents summarize, draft replies and look things up while they work | Agents | Work faster with Captain Copilot |
| Memories | Saves key customer details as contact notes for next time | Assistant | Use Captain Memories |
| AI help in the editor and inbox | Rephrase, summarize and suggest reply in the editor, audio transcription, and Suggest with Captain for a conversation's labels and priority | Agents; admins turn them on | |
| Captain conditions in automation | An automation rule can ask Captain whether a conversation matches a description you write, for example "customer wants to cancel" | Admins |
Plan & access
| Plan | Captain |
|---|---|
| Hacker (free) | Not included |
| Startups | Included, with monthly AI credits |
| Business | Included, with more monthly AI credits. Adds custom tools |
| Enterprise | Included, with the most monthly AI credits |
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Credit amounts per plan and the top-up price are on Pricing & Plans > Captain AI credits. How credits are used is on Captain AI credits and usage.
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Role: only administrators can create or change assistants, documents, FAQs and tools. Agents can view assistants, try them in the Playground, review FAQ suggestions, and use Copilot.
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Self-hosted: Captain is included in the Premium and Enterprise self-hosted plans, with your own OpenAI key. See Enable Captain on self-hosted.
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Free trial: Captain is not available during the free trial.
How to check you have it
Look for Captain in the left sidebar. If you click it and see Upgrade to use Captain AI, your account is on the Hacker plan. An administrator can upgrade from Billing.
Set up & try
The usual order:
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Set up a Captain assistant and connect your inboxes, then test it in the Playground.
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Add documents to Captain's knowledge so it knows your product.
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Optional: Control who Captain replies to and when,Set Captain's guardrails, guidelines and scenarios, Set up custom tools for Captain.
Self-hosted admins start with Enable Captain on self-hosted.
Get value
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Keep knowledge current: review FAQ suggestions every week. See Add FAQs and review FAQ suggestions in Captain
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Watch the assistant's Overview for Knowledge coverage and how many conversations it handled.
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Hand a conversation to the assistant yourself: pick it in the conversation's assignee dropdown. See
Set up a Captain assistant and connect your inboxes -
Check credit usage in Billing. See Captain AI credits and usage.
What changes in other features when Captain is on
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Website live chat: the "we are away" message is not shown while the assistant is answering.
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Continue conversations by email: the email prompt is not shown unless the assistant hands off.
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Inbox greeting: the inbox's greeting message is not sent while the assistant is handling the conversation. If the assistant replies to everyone (audience set to Everyone), customers in its inboxes do not see the greeting.
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Lesson 5 in Start here walks through Captain end to end. See Lesson 5: AI actions.
Troubleshoot
If Captain is not replying, giving wrong answers, or not learning, go to Troubleshoot Captain.