Customer Support

Extensions that integrate customer support tools into your chat application

These extensions connect your chat with popular customer support platforms. Users can reach your support team directly from the same chat interface they use to message each other.

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Chatwoot

The Chatwoot extension makes customer support seamless for your users. Instead of having two interfaces - one for chat between users and one for chat with your support team - you can use CometChat as a front-end for your customer support use case as well.

When to use: You want an open-source support solution, need to self-host for compliance, or want to minimize costs.

Out-of-the-box in: UI Kit Builder 🔨 | Widget Builder ❌ | UI Kits 🔨 | SDK ✅

Before you begin

1. Create a Chatwoot account

   Sign up at Chatwoot if you don’t already have an account.

2. Complete mandatory setup

   • Add agents: Chatwoot agent setup
   • Create a channel and inbox: Chatwoot channel setup
   • You can skip the webhook URL for now.
3. Get your access token

   Open your avatar menu in the bottom-left, scroll to the Account settings section, and copy the Access token.

4. Get your Inbox ID

   Go to Settings → Inboxes, open the target inbox, and copy the Inbox ID from the URL. Example: https://app.chatwoot.com/app/accounts/123/settings/inboxes/12128 → Inbox ID is 12128.

5. Get your Account ID

   In Settings, open Account Settings and copy the Account ID.

Extension settings

On CometChat Dashboard

1. Open your CometChat app

   Login to CometChat and select your app.

2. Enable Chatwoot

   Go to Chat & Messaging —> Features, under Extentions and enable Chatwoot.

3. Add Chatwoot details

   Enter your Chatwoot Access token, Account ID, and Inbox ID.

4. Set the support user

   Enter the CometChat UID for your Customer Support contact.

5. Save settings

   Save to generate the webhook URL.

On Chatwoot Dashboard

1. Open inbox settings

   Go to Settings → Inboxes, then open the settings for the target inbox.

2. Add the webhook URL

   Paste the CometChat-generated webhook URL into the Webhook URL field.

How does it work?

• The end users of your app can send queries to the Customer Support user that you have set in the extension’s settings.
• These queries will be forwarded to the configured Chatwoot inbox.
• When an agent replies to the queries, those will be sent over to CometChat and received by your end user.
• With this, your end users can communicate with each other as well as your Customer support team using the same Chat interface.

Implementation

Technology	Support	Docs
UI Kit Builder	🔨
Widget Builder	❌
UI Kits	🔨
SDK	✅

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Intercom

The Intercom extension makes customer support seamless for your users. Leverage Intercom’s powerful automation, bots, and analytics while keeping your users in a single chat interface.

When to use: You need advanced support automation, have enterprise budget, or already use Intercom for other purposes.

Out-of-the-box in: UI Kit Builder 🔨 | Widget Builder ❌ | UI Kits 🔨 | SDK ✅

Before you begin

1. Create an Intercom account

   Sign up at Intercom if you don’t already have an account.

2. Create a test workspace

   Follow Intercom’s test workspace steps.

3. Create a DeveloperHub app

   In Intercom settings, open Developers → DeveloperHub and create an app.

4. Copy the access token

   Open the app’s Authentication section and copy the Access token.

The integration works with Intercom API Version 2.3 (2020-11-12). If there’s a version mismatch, the extension won’t work.

Extension settings

On CometChat Dashboard

1. Open your CometChat app

   Login to CometChat and select your app.

2. Enable Intercom

   Go to Chat & Messaging —> Features, under Extentions and enable Intercom.

3. Add Intercom details

   Enter your Intercom Access token and the Customer Support UID (CometChat user).

4. Save settings

   Save to auto-generate a webhook URL for your app.

On Intercom Developer Hub

1. Add the webhook URL

   Paste the CometChat-generated webhook URL in the Webhooks section.

2. Select webhook topic

   Choose conversation.admin.replied from the Webhook Topics list.

How does it work?

The end users of your app can send queries to the Custom Support user that you have set in the extension’s settings.

These queries will be forwarded to the Intercom dashboard.

Similarly, messages sent from Intercom dashboard by the support team or admin will be sent over to CometChat and received by your end user.

With this, your end users can communicate with each other as well as your Custom support team using the same Chat interface.

Implementation

Technology	Support	Docs
UI Kit Builder	🔨
Widget Builder	❌
UI Kits	🔨
SDK	✅

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Troubleshooting

Common Issues

Issue	Cause	Solution
Messages not forwarding	Webhook URL not configured	Verify webhook URL is saved in both dashboards
Agent replies not received	Webhook topic not selected	Ensure correct webhook topic is selected
Connection timeout	Network/firewall issues	Check firewall rules allow webhook traffic

Testing the Integration

1. Send a test message to your support user from CometChat
2. Verify the message appears in your support platform inbox
3. Reply from the support platform
4. Confirm the reply appears in CometChat

If messages aren’t flowing, check the webhook logs in your support platform for error details.