Everything Help Scout does for email - plus WhatsApp, Instagram, and 9 more channels
Help Scout built a great email support tool with a clean UI. But modern support happens on WhatsApp, Instagram, Telegram, and beyond. Chatwoot gives you Help Scout's email-first simplicity plus every messaging channel your customers already use.
- Email support plus WhatsApp, Instagram, Telegram, TikTok, and more
- Free plan available - Help Scout requires a paid plan with no free tier
- Captain AI copilot included on paid plans
- Self-host for data sovereignty - Help Scout is cloud-only
- Open-source code you can audit and extend
At a glance
WhatsApp & Instagram
- Chatwoot
- Yes
- Help Scout
- No
AI copilot
- Chatwoot
- Yes
- Help Scout
- Yes
Free plan
- Chatwoot
- Yes
- Help Scout
- No
Self-hosted option
- Chatwoot
- Yes
- Help Scout
- No
Open source
- Chatwoot
- Yes
- Help Scout
- No
Feature comparison
See how Chatwoot and Help Scout compare across key features.
| Feature | Chatwoot | Help Scout |
|---|---|---|
| Messaging Channels | ||
| Website live chat | Yes | Yes |
| Yes | Yes | |
| 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 | Yes |
| Chatbots / bot builder | Yes | No |
| Automation rules | Yes | Yes |
| Canned responses | Yes | Yes |
| SLA management | Yes | No |
| Team Collaboration | ||
| Shared inbox | Yes | Yes |
| Private notes | Yes | Yes |
| Team assignments | Yes | Yes |
| Agent collision detection | Yes | Yes |
| Labels and tags | Yes | Yes |
| Contact segments | Yes | No |
| Reporting & Analytics | ||
| Conversation reports | Yes | Yes |
| Agent performance reports | Yes | Yes |
| CSAT reports | Yes | Yes |
| Live dashboard | Yes | No |
| Team reports | Yes | Yes |
| Custom report filters | Yes | Yes |
| Deployment & Security | ||
| Cloud hosted | Yes | Yes |
| Self-hosted option | Yes | No |
| 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 Help Scout
Common pain points that lead teams to explore alternatives.
Missing modern messaging channels
Help Scout doesn't support WhatsApp, Instagram, Telegram, TikTok, or SMS natively. If your customers reach out on these channels, you need a separate tool. Chatwoot handles them all in one inbox.
No free plan
Help Scout requires a paid plan with no free tier. Chatwoot offers a free plan for 2 agents on live chat - ideal for small teams or trying before committing.
No self-hosting option
Help Scout is cloud-only. Teams that need on-premise deployment for compliance or data residency have no option. Chatwoot offers full self-hosting.
Closed source
You can't inspect Help Scout's code, customize it at a deeper level, or contribute features. Chatwoot's open-source model gives you full transparency and control.
How Chatwoot is different
What makes Chatwoot the right choice over Help Scout.
Omnichannel, not email-only
Email, WhatsApp, Instagram, Facebook, Telegram, TikTok, LINE, SMS, and live chat in one unified inbox. Help Scout is primarily email with a basic chat widget.
Free plan to get started
Try Chatwoot with 2 agents and all channels at no cost. Help Scout requires a paid plan from day one.
Captain AI copilot
Captain drafts responses, spots what customers are asking about, and summarizes threads. Included on all paid plans.
Built-in help center
Multilingual knowledge base with categories and SEO-friendly URLs - similar to Help Scout Docs but included on every paid plan.
Self-host for compliance
Host Chatwoot on your own servers when GDPR, HIPAA, or data residency rules require it. Help Scout can't offer this.
Open source ecosystem
Full code access with 37k+ GitHub stars. Build custom integrations, submit features, or fork the project.
Common questions
Answers to frequently asked questions about switching from Help Scout to Chatwoot.
Is Chatwoot good for email-based support?
Yes. Chatwoot handles email as a first-class channel with shared inboxes, assignments, labels, and SLA tracking - alongside live chat, WhatsApp, and social messaging in the same workspace.
Does Chatwoot have Docs like Help Scout?
Yes. Chatwoot includes a multilingual help center with article publishing, categories, and SEO-friendly URLs. Agents can search and insert articles from within conversations.
Can I switch from Help Scout to Chatwoot easily?
Yes. Export conversations and contacts from Help Scout, then import via Chatwoot's API. The email inbox model translates naturally, and you'll gain access to WhatsApp, Instagram, Telegram, and more.
How does Chatwoot compare for teams that mainly use email?
For email support, Chatwoot and Help Scout are comparable. Where Chatwoot pulls ahead is when customers want to reach you on WhatsApp, Instagram, or other messaging channels - all of which are included at no extra cost.
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Switching from Help Scout?
Try Chatwoot free and see the difference. Our team can help you migrate your data and get set up.