papercups-io/papercups
Papercups
Papercups is an open-source live chat platform and self-hosted customer messaging system. It provides a real-time communication infrastructure consisting of an embeddable web widget for customers and a containerized administrative dashboard for support teams.
The platform features an omnichannel messaging hub that aggregates and normalizes conversations from email, SMS, and third-party chat channels into a single unified stream. It also includes a framework for deploying automated FAQ chatbots to handle initial inquiries and a real-time session monitoring tool that allows agents to view a user's screen for proactive troubleshooting.
The system covers a broad range of support capabilities, including conversation workflow management, role-based access control, and customer profile management. It provides tools for team collaboration such as canned responses, internal mentioning, and reporting dashboards to track response times. Integration is supported via webhooks and connectors for services including Slack, Gmail, and Twilio.
The application is packaged for deployment using Docker and Docker Compose, including automated database schema migration tooling.
Features
- Self-Hosted Messaging Platforms - Provides a private, deployable instant messaging platform for full owner control over support data and infrastructure.
- Embeddable Chat Widgets - Provides an embeddable web widget that integrates into external websites to facilitate real-time customer communication.
- Conversation Assignment Management - Provides a central dashboard for assigning, prioritizing, and closing customer conversation threads.
- Live Support Systems - Provides a complete live support system featuring an embeddable web widget for customers and a management dashboard for teams.
- Omnichannel Response Management - Enables agents to respond to customer inquiries from email, SMS, and third-party chat apps within one interface.
- Omnichannel Support Platforms - Provides a unified interface that aggregates customer communications from email, SMS, and chat into a single support dashboard.
- Conversation Synchronization - Synchronizes Gmail accounts to manage email conversations and automatically reopen active support threads.
- Unified Messaging Interfaces - Implements a centralized interface that aggregates communication streams from various platforms into a single view.
- Omnichannel Message Aggregation - Normalizes incoming data from email, SMS, and chat APIs into a single unified message stream.
- Real-time Messaging - Ships a hosted messaging platform for real-time communication between businesses and their customers.
- Multi-Channel Session Unification - Unifies bidirectional message flows from web, email, and SMS into a single threaded session.
- External Chat Network Integrations - Connects external messaging platforms to a central hub for unified conversation management.
- Messaging API Integrations - Integrates with Twilio to manage customer SMS and phone call communications within the hub.
- Slack Integrations - Integrates with Slack workspaces to exchange customer messages and share internal team notes.
- Omnichannel Gateways - Provides a unified interface for agents to handle support tickets arriving via email and SMS gateways.
- Chat Widget Integrations - Facilitates the integration of a customizable chat interface into websites as a floating UI element.
- Support Agent Dashboards - Ships a containerized administrative dashboard for support agents to manage user profiles, team roles, and conversation workflows.
- Embedded Chat Widgets - Provides client-side components that enable real-time communication on external websites via code snippets.
- Support Chat Widgets - Provides embeddable interfaces that connect website visitors to support agents for real-time issue resolution.
- Third-Party API Integrations - Provides an authenticated communication layer to synchronize bidirectional message flows with external services.
- Customer Profile Management - Offers a system for storing and editing customer details, metadata, and internal notes for personalization.
- FAQ Chatbots - Deploys automated FAQ chatbots to resolve common inquiries using a predefined knowledge base.
- Colleague Mentions - Provides an internal alerting mechanism to draw immediate attention to urgent conversations via colleague mentions.
- Container Orchestration & Deployment - Packages the application and database into Docker containers for consistent deployment and schema migration.
- Customer and Conversation Search - Includes a utility for locating specific users or chat threads using text queries and metadata tags.
- Bot Frameworks - Provides a framework for building and managing automated messaging bots for customer support.
- Event-Driven Webhooks - Broadcasts internal application events via HTTP requests to trigger actions in third-party services.
- Proactive Messaging - Enables support agents to initiate real-time conversations based on live user activity monitoring.
- Role-Based Access Controls - Implements a permission system that restricts dashboard functionality based on assigned administrative roles.
- Live User Session Mirroring - Synchronizes a user's live screen state with a support agent's view for real-time troubleshooting.
- Live User Session Monitoring - Allows support agents to observe a user's screen state in real-time for proactive technical troubleshooting.
- User Session Mirroring - Allows support agents to view a user's screen in real-time to provide proactive assistance and technical troubleshooting.
- Chat Widget Customization Tools - Includes tools to modify the appearance, text, and interactive behavior of the embeddable chat widget.
- System Event Webhooks - Triggers external HTTP actions via webhooks when specific platform events occur.
- Communication Platforms - Open-source live chat for customer support.
- Communication Systems - Live customer chat application.
Star history
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