An honest overview of Chatwoot Captain in 2025

Chatwoot is a pretty well-known name in the open-source customer support world. And like pretty much everyone else, they've jumped into the AI game with their own tool: Chatwoot Captain. The promise is a familiar one: smarter, faster, more personal support.

But let's be real, every support platform has an AI story these days, and it’s getting hard to tell them apart. It feels like a new one pops up every week. This post is here to cut through the marketing fluff. We’ll take an honest look at what Chatwoot Captain actually does, what it’s good for, and where you might find it a bit limiting. Choosing the right AI is a big deal for your team and your customers, so let's get into it.

What is Chatwoot Captain?

So, what exactly is Chatwoot Captain? It’s not a separate product but an AI agent that’s woven directly into the Chatwoot platform. The main goal is to take on the repetitive, everyday questions that eat up your team's time, freeing them up to tackle the trickier problems that require a human touch.

It’s less of a single chatbot and more of a suite of AI features working together. Based on Chatwoot’s own materials, it’s built around four main components.

• The Assistant: This is the chatbot your customers will actually talk to. It sits in your inbox and tries to answer questions using the information you've fed it. The whole idea is to resolve common queries on the spot so they never have to land in an agent's queue.

• The Co-pilot: Think of this as a helper for your human agents. It doesn't talk to customers directly. Instead, it works in the background, helping your team by drafting replies, translating messages, or summarizing long, complicated conversation threads. It’s all about helping your team move faster and be more consistent.

• FAQs: This is a pretty clever feature. Captain looks at conversations that your team has already resolved and identifies common questions that aren't in your help center yet. It then suggests new articles for you to add, helping you patch up holes in your knowledge base over time.

• Memories: This feature helps the AI keep track of key details about a customer across different conversations. If a customer mentions they’ve had a specific problem before, Captain can remember that context for the next time they reach out, which helps make the support feel a little more personal.

At its core, Captain is Chatwoot’s attempt to provide an all-in-one AI solution for its users, giving them a native tool to automate simple tasks and assist their agents.

Setting up and training Chatwoot Captain

Getting Captain up and running seems simple enough on the surface. It’s not some complicated add-on; you just enable it within one of Chatwoot's paid plans. After that, your main job is to give it the knowledge it needs to start answering questions accurately.

Captain learns primarily from a few places: your existing help center articles, past customer conversations, and any PDF documents you upload. That last one is handy for things like product manuals or internal policy guides.

Syncing up your help center and uploading a few PDFs is fine for getting started. But think about it, where is your actual company knowledge? If your team is like most, it’s not neatly filed away. The most current answers are probably hiding in a random Google Doc, a Confluence page someone updated last week, or a Slack thread from this morning.

That disconnect is a huge blind spot for a support AI. This is where a more specialized tool like eesel AI really shines. It’s built to connect to everything right from the start. With simple integrations, it can pull information from all the places your team already lives and works, like Confluence, Google Docs, and even your internal Slack conversations.

This image shows how eesel AI connects to various knowledge sources, offering a more comprehensive training base than Chatwoot Captain.

When your AI can only see the "official" docs, it’s working with one hand tied behind its back. Your agents end up having to hunt for the real answers anyway, which sort of defeats the whole point of having an AI assistant.

Key features, use cases, and limitations

Alright, once you've fed it some knowledge, how does Chatwoot Captain actually handle itself in the real world? Let’s look at what it can do day-to-day and, just as importantly, where it might not be enough for a team with bigger ambitions.

Core capabilities and agent assistance

In a typical support scenario, Captain’s main jobs are automating conversations and helping agents speed up their work. It can automatically resolve tickets if it feels confident about the answer, and it helpfully includes citations so your agents can quickly check where the information came from.

The Co-pilot is genuinely useful for things like drafting quick replies. You can also give it custom instructions to nudge its tone and personality, which helps it sound more like your brand and less like a generic robot. And the feature that suggests new FAQs based on past tickets is a smart, low-effort way to keep your help center relevant. These are all good, solid features for an entry-level AI tool.

The challenge of control and customization

But here’s where things start to get a little shaky. Captain is mostly focused on answering questions and writing text. Modern support automation, however, is about more than just spitting out information; it’s about taking action.

So what happens when a customer asks a simple question like, "Where's my order?" An AI that just points them to a login page is okay, I guess. But an AI that can actually check the system and reply, "Your order #1234 is on its way and should arrive Friday," is what actually saves time and impresses customers.

From what we can see, this is a gap for Chatwoot Captain. It doesn’t seem to have a way to build custom workflows that let it do things, like fetching live data from other apps or updating a ticket.

This is the main difference you’ll find between a built-in assistant and a dedicated automation platform like eesel AI. With eesel AI, you get a full workflow engine that allows you to define custom actions. This means your AI agent isn’t just a glorified search bar. It can:

• Look up live order information from your Shopify store.

• Automatically tag tickets, change their priority, and route them to the right person.

• Escalate an issue to a human based on specific keywords or customer history, so nothing gets missed.

Pro Tip: Before you go all-in on an AI tool, sit down with your team and list the top 3-5 repetitive tasks you deal with daily. Not just questions, but actual tasks. Then, make sure the tool you pick can automate those specific actions.

Rolling out with confidence

Chatwoot gives you a "playground" where you can test out your custom instructions and see how the bot might respond. It’s a nice touch for tweaking its personality.

But there’s one big thing missing: a way to test it against your real-world data before it goes live. How do you know how Captain will actually handle thousands of your past customer questions? The honest answer is, you don't. You basically have to flip the switch and cross your fingers.

This image shows eesel AI’s testing environment, which allows for robust simulation before deployment, a key advantage over Chatwoot Captain.

For any team that cares about their customer experience, that’s a pretty big gamble. It’s why eesel AI includes a built-in simulation mode. Before you ever launch, you can run your AI against thousands of your past support tickets in a totally safe environment. You’ll get a real forecast of its resolution rate and see the exact reply it would have sent for every single ticket. It takes all the guesswork out of the equation and lets you go live knowing exactly what to expect.

Understanding the pricing

Chatwoot Captain isn't something you can buy on its own. Its features are bundled into Chatwoot’s paid plans, which start at a reasonable $19 per agent per month. But here's the catch: each plan includes a pretty stingy number of free AI responses.

• Startups Plan: 100 free responses/month

• Business Plan: 300 free responses/month

• Enterprise Plan: 500 free responses/month

If you go over those small limits, you have to buy the Captain add-on, which costs an extra $200 per month for up to 10,000 responses.

This is a classic usage-based model, and it can lead to some nasty surprises on your monthly bill. If you have a busy period or a product launch that causes a spike in tickets, you could fly past your free limit and get hit with that extra $200 charge without warning. It makes budgeting a real headache because your costs are tied directly to your support volume.

We built eesel AI with a much more straightforward philosophy: predictable pricing. Our plans are based on a large, fixed number of monthly AI interactions (which includes both replies and actions), so you never get punished for being successful. It’s a flat, predictable cost that you can actually budget for.

Feature	Chatwoot Captain	eesel AI
Pricing Model	Bundled in plans + usage-based add-on	Flat-rate plans based on interaction tiers
Predictability	Costs can fluctuate month-to-month	Fixed, predictable monthly or annual cost
Value Metric	Charges based on number of AI replies	Plans include a large pool of interactions (replies + actions)
Self-Serve Setup	Requires a paid Chatwoot plan to start	Free to sign up and configure; go live in minutes

This video from Chatwoot introduces Captain, its AI agent designed to make customer support faster and more personal.

Is Chatwoot Captain right for you?

So, after all that, what’s the final call?

Chatwoot Captain is a decent, straightforward AI assistant for teams that are already all-in on the Chatwoot platform. If you’re just looking for some basic question-answering and reply-drafting tools inside a product you already use every day, it’s a totally fine choice. It gets the job done.

But for teams that need more control, more power, and more flexibility, its weaknesses start to show. The limited knowledge sources, the inability to perform custom actions, the lack of a proper testing mode, and the unpredictable pricing can be serious roadblocks.

If your goal is to build a truly automated support system, one that connects to all your knowledge, can perform real tasks, and lets you deploy with confidence, then an alternative like eesel AI is probably a better fit. It’s designed to work with your existing help desk and lets you build powerful automations that go far beyond just answering questions.

Ready to see what a truly customizable AI agent can do? Try eesel AI today.