slug: chatwoot
provider: Chatwoot
generated_by: planning/capability-mapping/scripts/classify_capabilities.py
model: claude-opus-5
frame:
- Telecommunications
min_confidence: 0.7
capability_model:
  source: https://github.com/vincentmakes/turbo-ea-capabilities
  license: CC-BY-4.0
  attribution: Turbo EA Capabilities by Vincent Verdet — Turbo EA, https://github.com/vincentmakes/turbo-ea-capabilities,
    CC BY 4.0
  notice: NOTICE
edge_count: 18
edges:
- tag: CSAT Survey Page
  spec_file: chatwoot-csat-survey-page-api-openapi.yml
  capability_id: BC-430.50
  capability_id_l1: BC-430
  capability_name: Customer Feedback Management
  confidence: 0.85
  evidence: GET /survey/responses/{conversation_uuid} 'Get CSAT survey page'
  reason: CSAT survey delivery tied to a conversation is customer satisfaction feedback collection, squarely
    Customer Feedback Management (surveys, NPS, voice-of-customer).
- tag: Contacts
  spec_file: chatwoot-contacts-api-openapi.yml
  capability_id: BC-420.10
  capability_id_l1: BC-420
  capability_name: Customer Data Management
  confidence: 0.85
  evidence: 'contactMerge  Merge Contacts; contactSearch  Search Contacts; schemas: contact_base, extended_contact'
  reason: Full CRUD, search and merge over customer contact records — customer master data and identity
    resolution.
- tag: Conversations
  spec_file: chatwoot-conversations-api-openapi.yml
  capability_id: BC-430.10
  capability_id_l1: BC-430
  capability_name: Customer Inquiry Management
  confidence: 0.85
  evidence: toggle-status-of-a-conversation  Toggle Status; toggle-priority-of-a-conversation  Toggle
    Priority; conversationListMeta  Get Conversation Counts
  reason: Agent-side management of support conversations including status, priority and labelling — core
    inbound inquiry capture, routing and resolution in a customer support platform.
- tag: Help Center
  spec_file: chatwoot-help-center-api-openapi.yml
  capability_id: BC-430.40
  capability_id_l1: BC-430
  capability_name: Self-Service Management
  confidence: 0.85
  evidence: 'add-new-portal-to-account  Add a new portal; add-new-article-to-account  Add a new article;
    schemas: portal, category, article'
  reason: Help-centre portals, categories and knowledge articles published for customers — knowledge base
    / self-service management within customer service.
- tag: Client Contacts
  spec_file: chatwoot-client-contacts-api-openapi.yml
  capability_id: BC-420.10
  capability_id_l1: BC-420
  capability_name: Customer Data Management
  confidence: 0.8
  evidence: POST /public/api/v1/inboxes/{inbox_identifier}/contacts 'Create an end-user contact for a
    public inbox.'; PATCH 'Update the end-user contact.'
  reason: Creates and maintains end-user contact records (customer identity/profile) for a chat inbox,
    which is customer data/master record management rather than conversation handling.
- tag: Contacts API
  spec_file: chatwoot-contacts-api-api-openapi.yml
  capability_id: BC-420.10
  capability_id_l1: BC-420
  capability_name: Customer Data Management
  confidence: 0.8
  evidence: POST /public/api/v1/inboxes/{inbox_identifier}/contacts  create-a-contact  Create a contact
  reason: Public-channel creation and update of customer contact records (public_contact_record schema)
    — maintenance of the customer record.
- tag: Conversation Assignments
  spec_file: chatwoot-conversation-assignments-api-openapi.yml
  capability_id: BC-430.10
  capability_id_l1: BC-430
  capability_name: Customer Inquiry Management
  confidence: 0.8
  evidence: assign-a-conversation  Assign Conversation
  reason: Assigning a support conversation to an agent/team is routing of inbound customer contacts.
- tag: Conversations API
  spec_file: chatwoot-conversations-api-api-openapi.yml
  capability_id: BC-430.10
  capability_id_l1: BC-430
  capability_name: Customer Inquiry Management
  confidence: 0.8
  evidence: resolve-conversation  Resolve a conversation
  reason: Public client API to create, list and resolve customer support conversations — inbound contact
    handling and resolution.
- tag: Messages
  spec_file: chatwoot-messages-api-openapi.yml
  capability_id: BC-430.10
  capability_id_l1: BC-430
  capability_name: Customer Inquiry Management
  confidence: 0.8
  evidence: POST /api/v1/accounts/{account_id}/conversations/{conversation_id}/messages 'Create New Message';
    schemas contact, agent, inbox_contact
  reason: Agent-side reading and sending of messages within customer support conversations — inbound/outbound
    contact handling and resolution.
- tag: Client Conversations
  spec_file: chatwoot-client-conversations-api-openapi.yml
  capability_id: BC-430.10
  capability_id_l1: BC-430
  capability_name: Customer Inquiry Management
  confidence: 0.78
  evidence: POST /public/api/v1/inboxes/{inbox_identifier}/contacts/{contact_identifier}/conversations  createClientConversation  Create
    a conversation for the contact
  reason: End-user chat widget surface for opening and toggling status of support conversations with a
    contact — inbound customer contact capture and resolution in a support inbox, i.e. customer inquiry
    management.
- tag: Messages API
  spec_file: chatwoot-messages-api-api-openapi.yml
  capability_id: BC-430.10
  capability_id_l1: BC-430
  capability_name: Customer Inquiry Management
  confidence: 0.78
  evidence: POST /public/api/v1/inboxes/{inbox_identifier}/contacts/{contact_identifier}/conversations/{conversation_id}/messages
    'Create a message'; schema public_message_sender
  reason: Client-side (end customer) message exchange within a support conversation, i.e. inbound customer
    contact capture and reply.
- tag: Client Messages
  spec_file: chatwoot-client-messages-api-openapi.yml
  capability_id: BC-430.10
  capability_id_l1: BC-430
  capability_name: Customer Inquiry Management
  confidence: 0.75
  evidence: createClientMessage  Create a message in the contact's conversation
  reason: Messages exchanged in a customer support conversation from the end-user chat client; realises
    inbound contact handling within customer service, not a generic messaging utility.
- tag: Inboxes
  spec_file: chatwoot-inboxes-api-openapi.yml
  capability_id: BC-430.30
  capability_id_l1: BC-430
  capability_name: Contact Centre Operations Management
  confidence: 0.75
  evidence: '''Create an inbox'', ''inbox_create_whatsapp_channel_payload'', ''List Agents in Inbox'',
    ''Add a New Agent'''
  reason: Configures the omni-channel support inboxes (web widget, WhatsApp, SMS, email, Telegram) and
    assigns agents to them — the setup and staffing of contact-channel operations.
- tag: Conversation
  spec_file: chatwoot-conversation-api-openapi.yml
  capability_id: BC-430.10
  capability_id_l1: BC-430
  capability_name: Customer Inquiry Management
  confidence: 0.72
  evidence: 'getConversationMessages  Get messages from a conversation; schemas: conversation_meta, contact_detail,
    agent'
  reason: Retrieval of support conversation messages between contact and agent — inbound customer contact
    handling in a support platform.
- tag: Accounts
  spec_file: chatwoot-accounts-api-openapi.yml
  capability_id: BC-4230.10
  capability_id_l1: BC-4230
  capability_name: Tenant Provisioning & Lifecycle
  confidence: 0.7
  evidence: POST /platform/api/v1/accounts 'Create an Account'; DELETE 'Delete an Account'; schema platform_account
  reason: Platform (super-admin) API that creates, updates and deletes accounts in a Chatwoot installation
    — i.e. provisioning and decommissioning tenants of the multi-tenant service.
- tag: Canned Responses
  spec_file: chatwoot-canned-responses-api-openapi.yml
  capability_id: BC-430
  capability_id_l1: BC-430
  capability_name: Customer Service Management
  confidence: 0.7
  evidence: POST /api/v1/accounts/{account_id}/canned_responses 'Add a New Canned Response'; schema canned_response
  reason: Canned responses are reusable agent reply templates used to answer customer contacts, so this
    supports customer service management; it sits between inquiry handling and knowledge assets, so no
    L2 is asserted.
- tag: Platform Accounts
  spec_file: chatwoot-platform-accounts-api-openapi.yml
  capability_id: BC-4230.10
  capability_id_l1: BC-4230
  capability_name: Tenant Provisioning & Lifecycle
  confidence: 0.7
  evidence: '''Create an account on the installation.'', ''Delete an account.'', ''Associate a user with
    an account with a role.'' via the Platform API ''(/platform/api/v1/...) for super-admin control of
    a Chatwoot installation'''
  reason: Super-admin provisioning and decommissioning of accounts (tenants) on an installation, plus
    user-to-account association — tenant lifecycle management rather than any end-customer capability.
- tag: Reports
  spec_file: chatwoot-reports-api-openapi.yml
  capability_id: BC-430.30
  capability_id_l1: BC-430
  capability_name: Contact Centre Operations Management
  confidence: 0.7
  evidence: Get conversation statistics grouped by agent / 'Get first response time distribution by channel'
  reason: Operational reporting on support conversations, agent/team/inbox performance and first response
    time is contact-centre operations analytics within Customer Service Management. Some ambiguity vs
    generic analytics/BI, hence moderate confidence.
  recovered_from: sweep-20260829T005356Z-edges.json