Chatwoot Integration

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Overview

Chatwoot integration enables multi-channel communication with patients through WhatsApp, SMS, and Email from a single platform. It also provides a unified inbox for managing patient responses.

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Benefits

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Prerequisites

Before connecting Chatwoot, you need:

• Chatwoot account (self-hosted or Chatwoot Cloud)
• Chatwoot API key with agent permissions
• Channels configured in Chatwoot:
  • WhatsApp (via Twilio, 360Dialog, or WhatsApp Cloud)
  • SMS (via Twilio)
  • Email (via SMTP)

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Setup Guide

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How It Works

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Sending Messages from Routiq

When you create a campaign in Routiq:

1. Routiq identifies patients who meet campaign criteria
2. For each patient, Routiq checks their contact preferences
3. Routiq sends message to Chatwoot API
4. Chatwoot routes message to appropriate channel (WhatsApp/SMS/Email)
5. Message is delivered to patient
6. Delivery status is synced back to Routiq

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Receiving Responses

When patients respond:

1. Response arrives in Chatwoot inbox
2. Chatwoot notifies Routiq via webhook
3. Routiq logs the response and updates campaign metrics
4. Your team can reply directly in Chatwoot

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Message Templates

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Creating Templates in Routiq

Routiq provides template management for Chatwoot messages:

1. Go to Settings → Message Templates
2. Click Create Template
3. Select channel (WhatsApp, SMS, Email)
4. Write your message with variables:
   • {{first_name}} - Patient first name
   • {{last_name}} - Patient last name
   • {{last_visit_date}} - Last appointment date
   • {{treatment_type}} - Last treatment type
5. Preview and save

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WhatsApp Template Requirements

For WhatsApp Business API:

1. Create template in Meta Business Manager
2. Submit for approval (usually 24-48 hours)
3. Once approved, template becomes available in Chatwoot
4. Use approved template name in Routiq campaigns

Learn more about WhatsApp templates →

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Channel Selection Strategy

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When to use WhatsApp

• Best for: High engagement, rich media, two-way conversations
• Requirements: Approved message templates
• Cost: Moderate (varies by provider)
• Use cases: Appointment reminders, reactivation campaigns, follow-ups

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When to use SMS

• Best for: Urgent messages, universal reach
• Requirements: None - works on all phones
• Cost: Low to moderate
• Use cases: Quick reminders, time-sensitive messages

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When to use Email

• Best for: Detailed information, newsletters
• Requirements: Valid email addresses
• Cost: Very low
• Use cases: Educational content, detailed communications

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Managing Patient Responses

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Chatwoot Inbox Workflow

1. Patient responses appear in Chatwoot inbox
2. Assign conversation to team member
3. Team member responds within Chatwoot
4. Conversation history is preserved
5. Close conversation when resolved

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Response Routing

Configure automatic routing in Chatwoot:

1. Go to Settings → Automation Rules
2. Create rule: Route conversations from Routiq to specific team/agent
3. Set business hours for auto-assignment
4. Configure canned responses for common questions

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Security & Compliance

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Data Protection

• API credentials encrypted at rest with AES-256
• All communications use TLS 1.3
• Patient data accessible only within your Chatwoot account
• No patient data stored permanently in Routiq

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HIPAA Considerations

If you’re subject to HIPAA: Recommendations:

• Use secure messaging for PHI
• Obtain patient consent for SMS/WhatsApp
• Avoid sending sensitive health information
• Use generic appointment reminders

Learn more about HIPAA compliance →

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Troubleshooting

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”Invalid API credentials” error

Solution:

1. Verify Account ID is correct (check Chatwoot URL)
2. Regenerate API token in Chatwoot
3. Ensure token has “Agent” permissions
4. Try reconnecting

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Messages not sending

Possible causes:

• Inbox not configured in Chatwoot
• Channel (WhatsApp/SMS) not connected
• Insufficient balance (for Twilio-based channels)

Solution:

1. Check Chatwoot inbox is active
2. Verify channel is connected and working
3. Test sending directly from Chatwoot
4. Check provider balance (Twilio, etc.)

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WhatsApp messages failing

Possible causes:

• Template not approved by Meta
• 24-hour messaging window expired
• Patient phone number not opted in

Solution:

1. Use only approved WhatsApp templates
2. Only send business-initiated messages with approved templates
3. Ensure phone numbers are valid and opted in

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Responses not syncing to Routiq

Possible causes:

• Webhook not configured
• Webhook URL incorrect
• Chatwoot firewall blocking webhook delivery

Solution:

1. Go to Settings → Integrations → Chatwoot → Webhook Status
2. Verify webhook URL is configured in Chatwoot
3. Test webhook delivery
4. Check Chatwoot webhook logs

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Advanced Features

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Conversation Assignment

Automatically assign patient conversations to specific team members based on:

• Treatment type
• Practitioner
• Business location
• Time of day

Configure in Settings → Chatwoot → Assignment Rules

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Canned Responses

Create quick responses for common patient questions:

1. In Chatwoot: Settings → Canned Responses
2. Create responses for:
   • Booking appointments
   • Pricing questions
   • Business hours
   • Location/directions

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Tags and Labels

Use Chatwoot tags to categorize conversations:

• reactivation - Routiq-initiated conversations
• booked - Patient booked appointment
• not_interested - Patient declined
• follow_up - Needs follow-up

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Disconnecting Chatwoot

To disconnect Chatwoot:

1. Go to Settings → Integrations → Chatwoot
2. Click Disconnect
3. Confirm action

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Next Steps