chatwoot 开源客服系统搭建

1. 准备开源客服系统（我是用的Chatwoot ）

可以选择以下开源客服系统作为基础：

• Chatwoot: 开源，多语言，跟踪和分析，支持多渠道客户对接，自动化和工作流等。源码
• Zammad: 现代的开源工单系统。
• FreeScout: 免费且轻量化的 Help Desk 系统。

Chatwoot 移动应用项目常见问题解决方案。

---

2. 创建 Docker 配置文件

• 创建chatwoot目录

mkdir chatwoot
cd chatwoot
# 新建docker挂载的子目录
mkdir -p ./{postgres,redis,storage}
# 给chatwoot目录授权
chmod -R 777 chatwoot

• 在chatwoot目录下创建一个 docker-compose.yml 文件来定义服务：

version: '3'services:base: &baseimage: chatwoot/chatwoot:latest#container_name: chatwoot-baseenv_file: env.txt ## Change this file for customized env variablesvolumes:- ./storage:/app/storagerails:<<: *basedepends_on:- postgres- redisports:- 3000:3000environment:- NODE_ENV=production- RAILS_ENV=production- INSTALLATION_ENV=dockerentrypoint: docker/entrypoints/rails.shcommand: ['bundle', 'exec', 'rails', 's', '-p', '3000', '-b', '0.0.0.0']sidekiq:<<: *basedepends_on:- postgres- redisenvironment:- NODE_ENV=production- RAILS_ENV=production- INSTALLATION_ENV=dockercommand: ['bundle', 'exec', 'sidekiq', '-C', 'config/sidekiq.yml']postgres:image: postgres:14container_name: chatwoot-postgresrestart: always#ports:#  - 5432:5432volumes:- ./postgres:/var/lib/postgresql/dataenvironment:- POSTGRES_DB=chatwoot- POSTGRES_USER=postgres# Please provide your own password.- POSTGRES_PASSWORD=数据库密码redis:image: redis:6.2-alpinecontainer_name: chatwoot-redisrestart: alwayscommand: ["sh", "-c", "redis-server --requirepass \"$REDIS_PASSWORD\""]env_file: env.txtvolumes:- ./redis:/data#ports:#  - 6379:6379#  middleware:
#    build: ./middleware
#    restart: always
#    ports:
#      - "4000:4000"
#    environment:
#      - CHATWOOT_BOT_TOKEN=你的CHATWOOT机器人token
#      - CHATWOOT_URL=http://CHATWOOT的ip:3000
#      - RASA_URL=http://RASA的ip:5005

• 在chatwoot目录下创建一个 env.txt文件来定义服务配置：

# Learn about the various environment variables at
# https://www.chatwoot.com/docs/self-hosted/configuration/environment-variables/#rails-production-variables# Used to verify the integrity of signed cookies. so ensure a secure value is set
# SECRET_KEY_BASE should be alphanumeric. Avoid special characters or symbols. 
# Use `rake secret` to generate this variable
SECRET_KEY_BASE=6eONF6WVhCjbsPMOawORdTF0MccxXgheFvklSzH5ud0=# Replace with the URL you are planning to use for your app
FRONTEND_URL=https://你的ip:3000
# To use a dedicated URL for help center pages
# HELPCENTER_URL=http://0.0.0.0:3000# If the variable is set, all non-authenticated pages would fallback to the default locale.
# Whenever a new account is created, the default language will be DEFAULT_LOCALE instead of en
# DEFAULT_LOCALE=en# If you plan to use CDN for your assets, set Asset CDN Host
ASSET_CDN_HOST=# Force all access to the app over SSL, default is set to false
FORCE_SSL=false# This lets you control new sign ups on your chatwoot installation
# true : default option, allows sign ups
# false : disables all the end points related to sign ups
# api_only: disables the UI for signup, but you can create sign ups via the account apis
ENABLE_ACCOUNT_SIGNUP=false# Redis config
# specify the configs via single URL or individual variables
# ref: https://www.iana.org/assignments/uri-schemes/prov/redis
# You can also use the following format for the URL: redis://:password@host:port/db_number
REDIS_URL=redis://redis:6379
# If you are using docker-compose, set this variable's value to be any string,
# which will be the password for the redis service running inside the docker-compose
# to make it secure
REDIS_PASSWORD=
# Redis Sentinel can be used by passing list of sentinel host and ports e,g. sentinel_host1:port1,sentinel_host2:port2
REDIS_SENTINELS=
# Redis sentinel master name is required when using sentinel, default value is "mymaster".
# You can find list of master using "SENTINEL masters" command
REDIS_SENTINEL_MASTER_NAME=# By default Chatwoot will pass REDIS_PASSWORD as the password value for sentinels
# Use the following environment variable to customize passwords for sentinels.
# Use empty string if sentinels are configured with out passwords
# REDIS_SENTINEL_PASSWORD=# Redis premium breakage in heroku fix
# enable the following configuration
# ref: https://github.com/chatwoot/chatwoot/issues/2420
# REDIS_OPENSSL_VERIFY_MODE=none# Postgres Database config variables
# You can leave POSTGRES_DATABASE blank. The default name of
# the database in the production environment is chatwoot_production
# POSTGRES_DATABASE=
POSTGRES_HOST=postgres
POSTGRES_USERNAME=postgres
POSTGRES_PASSWORD=postgres
RAILS_ENV=development
# Changes the Postgres query timeout limit. The default is 14 seconds. Modify only when required.
# POSTGRES_STATEMENT_TIMEOUT=14s
RAILS_MAX_THREADS=5# The email from which all outgoing emails are sent
# could user either  `[e-mail]` or `BrandName <[e-mail]>`
MAILER_SENDER_EMAIL=Chatwoot <[e-mail]>SMTP_DOMAIN=qq.com
# Set the value to "mailhog" if using docker-compose for development environments,
# Set the value as "localhost" or your SMTP address in other environments
# If SMTP_ADDRESS is empty, Chatwoot would try to use sendmail(postfix)
SMTP_ADDRESS=
SMTP_PORT=
SMTP_USERNAME=
SMTP_PASSWORD=
# plain,login,cram_md5
SMTP_AUTHENTICATION=login
SMTP_ENABLE_STARTTLS_AUTO=true
SMTP_DEBUG_OUTPUT=true
# Can be: 'none', 'peer', 'client_once', 'fail_if_no_peer_cert', see http://api.rubyonrails.org/classes/ActionMailer/Base.html
SMTP_OPENSSL_VERIFY_MODE=none
RAILS_MAILER_TIMEOUT=60
# Comment out the following environment variables if required by your SMTP server
#SMTP_TLS=false
#SMTP_SSL=false
# SMTP_OPEN_TIMEOUT
# SMTP_READ_TIMEOUT# Mail Incoming
# This is the domain set for the reply emails when conversation continuity is enabled
MAILER_INBOUND_EMAIL_DOMAIN=
# Set this to the appropriate ingress channel with regards to incoming emails
# Possible values are :
# relay for Exim, Postfix, Qmail
# mailgun for Mailgun
# mandrill for Mandrill
# postmark for Postmark
# sendgrid for Sendgrid
RAILS_INBOUND_EMAIL_SERVICE=
# Use one of the following based on the email ingress service
# Ref: https://edgeguides.rubyonrails.org/action_mailbox_basics.html
# Set this to a password of your choice and use it in the Inbound webhook
RAILS_INBOUND_EMAIL_PASSWORD=MAILGUN_INGRESS_SIGNING_KEY=
MANDRILL_INGRESS_API_KEY=# Creating Your Inbound Webhook Instructions for Postmark and Sendgrid:
# Inbound webhook URL format:
#    https://actionmailbox:[YOUR_RAILS_INBOUND_EMAIL_PASSWORD]@[YOUR_CHATWOOT_DOMAIN.COM]/rails/action_mailbox/[RAILS_INBOUND_EMAIL_SERVICE]/inbound_emails
# Note: Replace the values inside the brackets; do not include the brackets themselves.
# Example: https://actionmailbox:[e-mail]/rails/action_mailbox/postmark/inbound_emails
# For Postmark
# Ensure the 'Include raw email content in JSON payload' checkbox is selected in the inbound webhook section.# Storage
ACTIVE_STORAGE_SERVICE=local# Amazon S3
# documentation: https://www.chatwoot.com/docs/configuring-s3-bucket-as-cloud-storage
S3_BUCKET_NAME=
AWS_ACCESS_KEY_ID=
AWS_SECRET_ACCESS_KEY=
AWS_REGION=# Log settings
# Disable if you want to write logs to a file
RAILS_LOG_TO_STDOUT=true
LOG_LEVEL=info
LOG_SIZE=500
# Configure this environment variable if you want to use lograge instead of rails logger
#LOGRAGE_ENABLED=true### This environment variables are only required if you are setting up social media channels# Facebook
# documentation: https://www.chatwoot.com/docs/facebook-setup
FB_VERIFY_TOKEN=
FB_APP_SECRET=
FB_APP_ID=# https://developers.facebook.com/docs/messenger-platform/instagram/get-started#app-dashboard
IG_VERIFY_TOKEN=# Twitter
# documentation: https://www.chatwoot.com/docs/twitter-app-setup
TWITTER_APP_ID=
TWITTER_CONSUMER_KEY=
TWITTER_CONSUMER_SECRET=
TWITTER_ENVIRONMENT=#slack integration
SLACK_CLIENT_ID=
SLACK_CLIENT_SECRET=# Google OAuth
GOOGLE_OAUTH_CLIENT_ID=
GOOGLE_OAUTH_CLIENT_SECRET=
GOOGLE_OAUTH_CALLBACK_URL=### Change this env variable only if you are using a custom build mobile app
## Mobile app env variables
IOS_APP_ID=L7YLMN4634.com.chatwoot.app
ANDROID_BUNDLE_ID=com.chatwoot.app# https://developers.google.com/android/guides/client-auth (use keytool to print the fingerprint in the first section)
ANDROID_SHA256_CERT_FINGERPRINT=AC:73:8E:DE:EB:56:EA:CC:10:87:02:A7:65:37:7B:38:D4:5D:D4:53:F8:3B:FB:D3:C6:28:64:1D:AA:08:1E:D8### Smart App Banner
# https://developer.apple.com/library/archive/documentation/AppleApplications/Reference/SafariWebContent/PromotingAppswithAppBanners/PromotingAppswithAppBanners.html
# You can find your app-id in https://itunesconnect.apple.com
#IOS_APP_IDENTIFIER=1495796682## Push Notification
## generate a new key value here : https://d3v.one/vapid-key-generator/
# VAPID_PUBLIC_KEY=
# VAPID_PRIVATE_KEY=
#
# for mobile apps
# FCM_SERVER_KEY=### APM and Error Monitoring configurations
## Elastic APM
## https://www.elastic.co/guide/en/apm/agent/ruby/current/getting-started-rails.html
# ELASTIC_APM_SERVER_URL=
# ELASTIC_APM_SECRET_TOKEN=## Sentry
# SENTRY_DSN=## Scout
## https://scoutapm.com/docs/ruby/configuration
# SCOUT_KEY=YOURKEY
# SCOUT_NAME=YOURAPPNAME (Production)
# SCOUT_MONITOR=true## NewRelic
# https://docs.newrelic.com/docs/agents/ruby-agent/configuration/ruby-agent-configuration/
# NEW_RELIC_LICENSE_KEY=
# Set this to true to allow newrelic apm to send logs.
# This is turned off by default.
# NEW_RELIC_APPLICATION_LOGGING_ENABLED=## Datadog
## https://github.com/DataDog/dd-trace-rb/blob/master/docs/GettingStarted.md#environment-variables
# DD_TRACE_AGENT_URL=# MaxMindDB API key to download GeoLite2 City database
# IP_LOOKUP_API_KEY=## Rack Attack configuration
## To prevent and throttle abusive requests
# ENABLE_RACK_ATTACK=true
# RACK_ATTACK_LIMIT=300
# ENABLE_RACK_ATTACK_WIDGET_API=true## Running chatwoot as an API only server
## setting this value to true will disable the frontend dashboard endpoints
# CW_API_ONLY_SERVER=false## Development Only Config
# if you want to use letter_opener for local emails
# LETTER_OPENER=true
# meant to be used in github codespaces
# WEBPACKER_DEV_SERVER_PUBLIC=# If you want to use official mobile app,
# the notifications would be relayed via a Chatwoot server
ENABLE_PUSH_RELAY_SERVER=true# Stripe API key
STRIPE_SECRET_KEY=
STRIPE_WEBHOOK_SECRET=# Set to true if you want to upload files to cloud storage using the signed url
# Make sure to follow https://edgeguides.rubyonrails.org/active_storage_overview.html#cross-origin-resource-sharing-cors-configuration on the cloud storage after setting this to true.
DIRECT_UPLOADS_ENABLED=#MS OAUTH creds
AZURE_APP_ID=
AZURE_APP_SECRET=## Advanced configurations
## Change these values to fine tune performance
# control the concurrency setting of sidekiq
# SIDEKIQ_CONCURRENCY=10# AI powered features
## OpenAI key
# OPENAI_API_KEY=# Housekeeping/Performance related configurations
# Set to true if you want to remove stale contact inboxes
# contact_inboxes with no conversation older than 90 days will be removed
# REMOVE_STALE_CONTACT_INBOX_JOB_STATUS=false

• 在env.txt文件中配置好以下参数：

SECRET_KEY_BASE=你的系统令牌ley （可以用命令 openssl rand -base64 32 来生成）
FRONTEND_URL=https://你的ip:3000 （前端地址,根据实际情况填写）
HELPCENTER_URL=https://你的ip:3000 （帮助中心地址,可以和FRONTEND_URL一样）
REDIS_URL=redis://password@redis:6379/1 （redis://:password@host:port/db_number）
REDIS_PASSWORD=redis密码
POSTGRES_HOST=postgres
POSTGRES_USERNAME=postgres
POSTGRES_PASSWORD=(数据库密码,需与docker-compose.yaml中的postgres数据库密码保持一致)

---

3. 启动服务

通过运行迁移来准备数据库

# `docker compose` 是新版 cli 命令,如果执行不了,就换成 `docker-compose`
# 即 `docker-compose run --rm rails bundle exec rails db:chatwoot_prepare` 
docker compose run --rm rails bundle exec rails db:chatwoot_prepare
 

ubuntu@ubuntu:~/chatwoot$ docker compose run --rm rails bundle exec rails db:chatwoot_prepare
[+] Creating 2/2✔ Container chatwoot-postgres-1  Recreated                                                                                                                             0.1s
.....
fatal: not a git repository (or any of the parent directories): .git
Created database 'chatwoot_production'
ubuntu@ubuntu:~/chatwoot$

当看到 Created database 'chatwoot_production' 即表示创建成功,继续执行下面的命令

docker-compose down &&  docker-compose up -d

 使用浏览器管理后台访问：http://你的ip:3000/     

 注意事项

• 第一次进来先要初始化账号信息，设置好系统语言

超级管理员后台：http://你的ip:3000/super_admin

​

设置中文:Settings --> Account Setting --> Site language ,下拉找到简体中文

创建web收件箱，按照步骤正确填写信息后创建

创建收件箱最后一步，生成 script 代码

将生成的js代码放到你的html中

最后效果

​

---

4. 扩展功能

• 对接邮箱功能（在env.txt 文件中配置好以下参数：）

# 发送者，格式：“好日子 <[e-mail]>”  或  [e-mail]
MAILER_SENDER_EMAIL=好日子 <[e-mail]>
# SMTP 邮件服务器域名（例：qq.com，gmail.com）
SMTP_DOMAIN=cannmax.vip
# SMTP 邮件服务器地址（例：qq邮箱：smtp.qq.com，谷歌：smtp.gmail.com）
SMTP_ADDRESS=
# 587（TLS）或 465（SSL）
SMTP_PORT=
# 邮箱账号
SMTP_USERNAME=
# 邮箱密码或授权码（根据邮箱服务器规则去填，例：qq邮箱为邮箱授权码，）
SMTP_PASSWORD=
# 邮箱服务器SMTP 认证方式，通常为 plain，参数有plain,login,cram_md5
SMTP_AUTHENTICATION=login
# 是否使用TLS协议发送邮件
SMTP_ENABLE_STARTTLS_AUTO=true
# 开启debug调式（有些邮箱必须在debug情况下才能使用）
SMTP_DEBUG_OUTPUT=true
# 是否有ssl校验 Can be: 'none', 'peer', 'client_once', 'fail_if_no_peer_cert', see 
SMTP_OPENSSL_VERIFY_MODE=none
#发送等待时长
RAILS_MAILER_TIMEOUT=60
# 如果SMTP服务器需要，则注释掉以下环境变量
#SMTP_TLS=false
#SMTP_SSL=false

注意：

• 如果使用 Gmail 或 QQ 邮箱，需要启用“允许低安全性应用访问”或使用授权码而非直接密码。
• 配置中邮箱和密码需与 SMTP 服务一致。

• 自定义机器人

        1.生成chatwoot机器人token

方式一：通过超级管理员后台（http://你的ip:3000/super_admin），生成机器人token

 

方式二：通过 Rails控制台创建代理机器人

• 进入rails容器

 docker exec -it chatwoot-rails-1 sh

• 启动 rails 控制台

bundle exec rails c

• 在 Rails 控制台中，输入以下命令来创建代理机器人并获取其访问令牌。保存检索到的令牌（token），因为在调用 chatwoot API 时需要使用它。

# 在驻留bot逻辑时指定url
# 如果传参了account_id属性来创建帐户bot，而不是全局bot
bot = AgentBot.create!(name: "机器人名", outgoing_url: "http://localhost:8000")
bot.access_token.token

• 为您的机器人添加头像（可选）

avatar_file = Down.download("image url 你的头像图片链接")
bot.avatar.attach(io: avatar_file, filename: avatar_file.original_filename, content_type: avatar_file.content_type)

• 通过运行以下命令将 Agent Bot 连接到您的收件箱

# 取代的收件箱。首先使用Inbox.find（inbox_id）查找特定的收件箱
AgentBotInbox.create!(inbox: Inbox.first, agent_bot: bot)

        2.创建智能机器人对话服务系统（我用的是rasa）

部署文件我已经全部压缩，直接运行即可，下面是部署文件下载地址：https://download.csdn.net/download/ko_10086/90192098

注意：

     想更多了解rasa，请百度，我这里就不细讲了。

     我的对话模型仅为测试模型，如需替换成其它模型，将模型下载地址替换，重新运行即可

​

        4.测试 rasa服务API

使用postman或者Apifox测试

curl -X POST http://你的rasa的Ip:5005/webhooks/rest/webhook \-H "Content-Type: application/json" \-d '{"sender": "test_user", "message": "hello"}'

预期响应：

[{"recipient_id": "test_user","text": "Hey! How are you?"}
]

        3.rasa与 chatwoot整合对接

• 在chatwoot目录下创建middleware
• 在middleware目录下创建一个app.py，来执行rasa与 chatwoot的交互

# middleware/app.pyfrom flask import Flask, request,jsonify
import requests
import os
app = Flask(__name__)CHATWOOT_BOT_TOKEN = os.getenv("CHATWOOT_BOT_TOKEN")
CHATWOOT_URL  = os.getenv("CHATWOOT_URL")RASA_URL = os.getenv("RASA_URL")@app.route('/rasa', methods=['POST'])
def rasa():data = request.get_json()event = data.get('event')if 'message_created' == event:message_type = data['message_type']message = data['content']conversation = data['conversation']['id']contact = data['sender']['id']account = data['account']['id']if (message_type == "incoming"):bot_response = send_to_bot(contact, message)create_message = send_to_chatwoot(account, conversation, bot_response)print(create_message)if 'automation_event.message_created' == event:message = data['messages'][0]['content']conversation = data['messages'][0]['conversation_id']contact = data['messages'][0]['sender']['id']account = data['messages'][0]['account_id']message_type = data['messages'][0]['message_type']if (message_type == 0):bot_response = send_to_bot(contact, message)create_message = send_to_chatwoot(account, conversation, bot_response)print(create_message)return jsonify({"status": "success"}), 200def send_to_bot(sender, message):data = {'sender': sender,'message': message}headers = {"Content-Type": "application/json","Accept": "application/json"}r = requests.post(f'{RASA_URL}/webhooks/rest/webhook',json=data, headers=headers)return r.json()[0]['text']def send_to_chatwoot(account, conversation, message):data = {'content': message}url = f"{CHATWOOT_URL}/api/v1/accounts/{account}/conversations/{conversation}/messages"headers = {"Content-Type": "application/json","Accept": "application/json","api_access_token": f"{CHATWOOT_BOT_TOKEN}"}r = requests.post(url,json=data, headers=headers)return r.json()if __name__ == '__main__':app.run(host='0.0.0.0', port=4000)

• 在middleware目录下创建一个 requirements.txt 文件来导入app.py相关工具

Flask
requests

• 在middleware目录下创建一个Dockerfile 文件来构建服务

# middleware/DockerfileFROM python:3.8-slimWORKDIR /appCOPY requirements.txt requirements.txt
RUN pip install --no-cache-dir -r requirements.txt
RUN pip install --upgrade Jinja2 FlaskCOPY app.py .CMD ["python", "app.py"]

• 在chatwoot目录下的 docker-compose.yml 文件里加上middleware服务（上面已经加上了，取消注释即可），然后运行，如果运行不了，就单写一个docker-compose.yml文件来运行middleware服务
• 运行命令：docker-compose down &&  docker-compose up -d --build

4.测试智能机器人 

• chatwoot的收件箱绑定好上面配置好的机器人

​

• 在集成方式里面配置rasa与chatwoot交互的api，并选中对应交互事件

​

​

• 然后去客户端发送消息测试即可，如以下这样

​

• 还有一种配置rasa与chatwoot交互的api的方式，即在Automation配置规则

​

两种方式都是一样的

• 队列分析和监控

http://你chatwoot的ip:3000/monitoring/sidekiq