Support conversations and self-service docs unified in one platform
Document360 is a powerful knowledge base and documentation tool, but it doesn't handle support conversations. Chatwoot gives you a help center for self-service alongside 12+ messaging channels, an AI copilot, and transparent per-agent pricing.
- Help center plus live chat, email, WhatsApp, and 9 more channels in one product
- Captain AI uses your knowledge base to draft agent replies
- Per-agent pricing with no page view limits
- Automations, SLAs, and team collaboration built in
- Open source and self-hostable. Own your docs and support data
At a glance
Live chat
- Chatwoot
- Yes
- Document360
- No
Omnichannel inbox
- Chatwoot
- Yes
- Document360
- No
Knowledge base
- Chatwoot
- Yes
- Document360
- Yes
Self-hosted option
- Chatwoot
- Yes
- Document360
- Yes
Open source
- Chatwoot
- Yes
- Document360
- No
Feature comparison
See how Chatwoot and Document360 compare across key features.
| Feature | Chatwoot | Document360 |
|---|---|---|
| Messaging Channels | ||
| Website live chat | Yes | No |
| Yes | No | |
| Yes | No | |
| Instagram DMs | Yes | No |
| Facebook Messenger | Yes | No |
| Telegram | Yes | No |
| LINE | Yes | No |
| SMS | Yes | No |
| TikTok DMs | Yes | No |
| API channel | Yes | Yes |
| AI & Automation | ||
| AI copilot for agents | Yes | Yes |
| AI-powered replies | Yes | No |
| Chatbots / bot builder | Yes | No |
| Automation rules | Yes | No |
| Canned responses | Yes | No |
| SLA management | Yes | No |
| Team Collaboration | ||
| Shared inbox | Yes | No |
| Private notes | Yes | No |
| Team assignments | Yes | No |
| Agent collision detection | Yes | No |
| Labels and tags | Yes | No |
| Contact segments | Yes | No |
| Reporting & Analytics | ||
| Conversation reports | Yes | No |
| Agent performance reports | Yes | No |
| CSAT reports | Yes | No |
| Live dashboard | Yes | No |
| Team reports | Yes | No |
| Custom report filters | Yes | Yes |
| Deployment & Security | ||
| Cloud hosted | Yes | Yes |
| Self-hosted option | Yes | Yes |
| Open-source code | Yes | No |
| SSO / SAML | Yes | Yes |
| Audit logs | Yes | No |
| Custom data retention | Yes | No |
| API access | Yes | Yes |
Why teams switch from Document360
Common pain points that lead teams to explore alternatives.
Documentation without support
Document360 builds excellent docs and KB portals but has no ticketing, live chat, or messaging channels. You need separate software for conversations.
No messaging channels
Document360 has no WhatsApp, Instagram, email ticketing, or live chat widget. Chatwoot includes 12+ channels alongside the help center.
Page view-based pricing
Document360 meters page views and caps features by tier. Chatwoot's per-agent pricing includes all features with no view limits.
Closed source platform
Document360 is proprietary with no code access. Chatwoot is open source with full transparency and community contributions.
How Chatwoot is different
What makes Chatwoot the right choice over Document360.
Support + docs in one platform
Help center articles and conversation inbox side by side. Agents link articles in chats, and AI suggests relevant docs to customers.
12+ messaging channels
WhatsApp, Instagram, Telegram, email, live chat, TikTok, LINE, SMS, and more. Document360 has none of these.
Captain AI copilot
AI drafts replies, detects intent, and suggests knowledge base articles to agents. Included on paid plans with no per-resolution fees.
Workflow automation
Auto-assignment, SLAs, priority rules, and CSAT surveys. Document360 has no conversation workflow capabilities.
Simple per-agent pricing
Free plan available, paid plans from $19/agent/mo. No page view caps, no article limits.
Open source transparency
Fully open source. Read the code, contribute improvements, or self-host the whole platform for data control.
Common questions
Answers to frequently asked questions about switching from Document360 to Chatwoot.
Can Chatwoot replace Document360 as a knowledge base?
Chatwoot includes a help center with articles, categories, multilingual support, and portal customization. For teams that need both self-service docs and a support inbox, Chatwoot covers both.
How does Chatwoot's help center compare to Document360?
Document360 has deeper doc-specific features like versioning and advanced analytics. Chatwoot's help center covers essentials while adding a full omnichannel support platform with live chat, email, WhatsApp, and more.
Does Chatwoot support API documentation like Document360?
Chatwoot's help center focuses on customer-facing articles and guides. For API-specific documentation with auto-generated references, you may want to pair Chatwoot with a dedicated API doc tool.
Can I self-host Chatwoot's knowledge base?
Yes. The help center is part of the core Chatwoot platform. Self-hosting gives you full control over both your knowledge base content and support conversation data.
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Switching from Document360?
Try Chatwoot free and see the difference. Our team can help you migrate your data and get set up.