Papercups is a nice product. It's good to have multiple players in the open-source space.

Here are some of the thoughts which comes to my mind that differentiates Chatwoot from Papercups:

1. Omnichannel inbox [0]: Chatwoot let's you connect 7 different channels including email, whatsapp etc so that you have all your customer conversations in one place.

2. API Channel for building custom channels: Some people see Chatwoot as an alternative to Twilio Flex (except voice) as they could build custom channel using our API Channel and have the flexibility to customize the software to the extend they need.

3. Integration with Chatbot providers: Chatwoot has a concept of agent bots which allows you to connect with the existing Chatbot providers like Rasa.ai and Dialogflow easily. [1]

4. Shared inbox with teams: You can create a group of users under specific team and collaborate over a ticket. [2]

5. Flexibility to manage more than one brand under the same account. If the company has more than one product, instead of creating multiple accounts, the same account allows you to create different inboxes and set different permission levels for the users.

6. Availability of mobile apps on iOS and Android which helps you to chat with your customers on the go.

[0] https://www.chatwoot.com/features/channels

[1] https://www.chatwoot.com/features/chatbots

[2] https://www.chatwoot.com/features/shared-inbox

From first impressions it looks like papercups focuses on chat while Chatwoot is a more complete suite around customer communication?

Thanks for the mention:

Like Pranav said we think the space is good to have multiple players and we've had many friendly conversations where we have traded notes.

I think our vision is very similar in terms that we eventually want to focus on omni channel customer communication.

A few things that Chatwoot has that we don't at the moment are:

1. Omni channel through messenger and Twillio integration

2. A Mobile app to chat with your customers

3. Shared inbox for teams - for team management

What we have that differentiates us from Chatwoot:

1. We have a Reply from Slack + Reply from Mattermost integration where you never have to leave your workspaces (We believe your tools should conform to where you work and not force you to use a different tool)

2. Highly customizable [chat widget](https://github.com/papercups-io/chat-builder) with react and flutter components

3. We have a live screen sharing feature that lets you debug issues with your customers through the browser

Our goal is to build out omni channel communications too but at the moment we want to make our chat widget experience amazing and we believe that your chat widget should look like your website and not an ad for your tool.

*Note we do have apis and webhooks that you can integrate with dialogue flow and Rasa