We are a 3 founder team. Myself Pranav. Sojan and Nithin are my co-founders. We are building Chatwoot (https://www.chatwoot.com, https://github.com/chatwoot/chatwoot). With Chatwoot, businesses can connect channels like website live chat, email, Facebook, Twitter, WhatsApp etc and talk to the customers from one place.
Chatwoot is an open-source alternative to Intercom, Zendesk etc.
We help companies in regulated industries to manage customer data without sharing it with third-party providers. Since the software is open-source, it is easier to build custom workflows that suit your business on top of Chatwoot.
We started building Chatwoot as proprietary software in 2017, but the startup failed. Seeing the data privacy regulations and people taking interest in self-hosted alternatives, we open-sourced the product in 2019, we got a lot of love from the HN community. (https://news.ycombinator.com/item?id=21559139).
Over the last year, we have been working with the community to build the software. Seeing the interest from the open-source world, we decided to quit our jobs and work full time on Chatwoot. We introduced support plans to validate the need for self-hosted solutions and it worked out well. We applied to YC and got into the W21 batch.
Right now, there are 1000+ companies using Chatwoot. We have around 7.2k stars and more than 100 contributors in our repository. The software can be used in more than 25+ regional languages.
Apart from the omnichannel support desk, we are adding more features like a self-service portal, marketing campaigns, customer segmentation, workflows etc.
We make money by charging a license fee of $99 per user per month for features like customisable dashboards, SLA Management, Agent scheduling software, IP blocklisting etc which are suited for large enterprises.
We will continue to work with the community to build Chatwoot. We would love to hear your experiences, thoughts and ideas!"},"title":{"fullyHighlighted":false,"matchLevel":"full","matchedWords":["intercom"],"value":"Launch HN: Chatwoot (YC W21) \u2013 Open-Source Alternative to Intercom, Zendesk"}},"_tags":["story","author_pranav_rajs","story_26501527","launch_hn"],"author":"pranav_rajs","children":[26501613,26501618,26501827,26501832,26501991,26501992,26502002,26502026,26502229,26502257,26502268,26502382,26502560,26502673,26502723,26502818,26502949,26503152,26503279,26503482,26503921,26504102,26504111,26504160,26504778,26505409,26505716,26505955,26506993,26508722,26508741,26509755,26510364,26519789,26523996,26530813],"created_at":"2021-03-18T11:21:31Z","created_at_i":1616066491,"num_comments":110,"objectID":"26501527","points":396,"story_id":26501527,"story_text":"Hello everyone,
We are a 3 founder team. Myself Pranav. Sojan and Nithin are my co-founders. We are building Chatwoot (https://www.chatwoot.com, https://github.com/chatwoot/chatwoot). With Chatwoot, businesses can connect channels like website live chat, email, Facebook, Twitter, WhatsApp etc and talk to the customers from one place.
Chatwoot is an open-source alternative to Intercom, Zendesk etc.
We help companies in regulated industries to manage customer data without sharing it with third-party providers. Since the software is open-source, it is easier to build custom workflows that suit your business on top of Chatwoot.
We started building Chatwoot as proprietary software in 2017, but the startup failed. Seeing the data privacy regulations and people taking interest in self-hosted alternatives, we open-sourced the product in 2019, we got a lot of love from the HN community. (https://news.ycombinator.com/item?id=21559139).
Over the last year, we have been working with the community to build the software. Seeing the interest from the open-source world, we decided to quit our jobs and work full time on Chatwoot. We introduced support plans to validate the need for self-hosted solutions and it worked out well. We applied to YC and got into the W21 batch.
Right now, there are 1000+ companies using Chatwoot. We have around 7.2k stars and more than 100 contributors in our repository. The software can be used in more than 25+ regional languages.
Apart from the omnichannel support desk, we are adding more features like a self-service portal, marketing campaigns, customer segmentation, workflows etc.
We make money by charging a license fee of $99 per user per month for features like customisable dashboards, SLA Management, Agent scheduling software, IP blocklisting etc which are suited for large enterprises.
We will continue to work with the community to build Chatwoot. We would love to hear your experiences, thoughts and ideas!","title":"Launch HN: Chatwoot (YC W21) \u2013 Open-Source Alternative to Intercom, Zendesk","updated_at":"2025-10-07T06:50:20Z"},{"_highlightResult":{"author":{"matchLevel":"none","matchedWords":[],"value":"colesantiago"},"title":{"fullyHighlighted":false,"matchLevel":"full","matchedWords":["intercom"],"value":"Salesforce to Acquire Fin (formerly Intercom) for $3.6B"},"url":{"matchLevel":"none","matchedWords":[],"value":"https://www.salesforce.com/news/press-releases/2026/06/15/salesforce-signs-definitive-agreement-to-acquire-fin/?bc=HL"}},"_tags":["story","author_colesantiago","story_48540126"],"author":"colesantiago","children":[48540439,48540487,48540537,48540574,48540589,48540619,48540685,48540723,48540759,48540760,48540777,48540787,48540829,48540879,48540919,48540928,48540967,48540976,48541101,48541131,48541449,48541554,48541691,48541963,48542011,48542031,48542081,48542124,48542235,48542365,48542458,48542477,48543007,48543145,48543186,48543376,48543702,48543727,48543832,48543840,48544999,48547544,48548616,48549378,48549773,48552310,48552574,48553066,48555368],"created_at":"2026-06-15T12:08:59Z","created_at_i":1781525339,"num_comments":241,"objectID":"48540126","points":327,"story_id":48540126,"title":"Salesforce to Acquire Fin (formerly Intercom) for $3.6B","updated_at":"2026-07-13T10:21:42Z","url":"https://www.salesforce.com/news/press-releases/2026/06/15/salesforce-signs-definitive-agreement-to-acquire-fin/?bc=HL"},{"_highlightResult":{"author":{"matchLevel":"none","matchedWords":[],"value":"cheeseblubber"},"story_text":{"fullyHighlighted":false,"matchLevel":"full","matchedWords":["intercom"],"value":"Hi HN!
Kam and Alex here. We\u2019re founders of Papercups (https://papercups.io), a live customer chat app written in Elixir. We offer an open-core self-hosted alternative to Intercom for companies that are security and privacy conscientious.
Alex and I met in SF around 6 years ago, and have been hacking on small projects together for the past couple years. Before covid, we would spend many Sunday afternoons in coffee shops building prototypes of whatever our latest and greatest idea was\u2026 most of these fizzled out after a few weeks or so
For 2020, we wanted to take the idea of \u201cbuilding something people want\u201d a bit more seriously. We started off trying to build SaaS tools for ocean freight logistics companies. That failed, but we learned a ton in the process.
After our experience in freight we wanted to work on tools that are a little closer to home and tried a completely new idea: a web app that makes it super easy to manage and deploy simple cron jobs and other recurring/scheduled tasks.
One thing we learned from the feedback on this product was how difficult it can be to set up and schedule email campaigns. This definitely resonated with us since we've both had this pain professionally. While working at Stripe, one particularly painful project Alex worked on was setting up email campaigns to notify their customers of new regulations. I had a similar experience at Pivotal where I worked on a project to email users about security updates.
So we started tackling this particular pain point: setting up and managing email campaigns. A few companies already do this pretty well. Intercom is one, but it can be prohibitively expensive. And for companies that have concerns about sending their customer data to 3rd party services, these products aren\u2019t an option.
At this point we figured, why not be more ambitious? Instead of just building an email campaign tool, let\u2019s build an open core alternative to Intercom!
So here we are. We\u2019re starting off with chat but we plan on expanding into email campaigns and push notifications. We chose chat to start off with because we wanted something that we could use immediately. For a lot of our previous projects, we had set up chat on our sites to engage with customers.
We\u2019ve launched this repo under MIT license so any developer can use the tool. The goal is to not charge individual developers. Features like chat, canned responses, private notes, and auto assignments will stay free and open source. Right now we plan on making money by providing things like a hosted version and support contracts. We eventually plan on making a licensed version where we charge for features that large companies care about like Active Directory support, Okta integration, and compliance exports.
Finally we decided to build Papercups on top of Elixir/Phoenix because it seemed like the best tool for a job that requires a lot of \u201crealtime\u201d functionality and first class support for websockets/channels. It\u2019s been great so far! The frontend uses React/TypeScript. We may explore using LiveView in the future, but we wanted to start off with a frontend stack that we were familiar with.
You can check out our repo at https://github.com/papercups-io/papercups we have a ton of features in mind would love your feedback and any feature requests!
P.S. This is our first time working in Elixir so would love any feedback there too!"},"title":{"fullyHighlighted":false,"matchLevel":"full","matchedWords":["intercom"],"value":"Launch HN: Papercups (YC S20) \u2013 Open-Core Intercom Alternative"}},"_tags":["story","author_cheeseblubber","story_24133719","launch_hn"],"author":"cheeseblubber","children":[24133755,24133883,24133908,24133920,24134035,24134142,24134170,24134353,24134380,24134510,24135105,24135177,24135398,24135451,24135477,24135500,24136036,24136516,24138711,24138748,24138777,24138883,24138972,24139508,24139513,24139722,24139838,24140396],"created_at":"2020-08-12T16:32:01Z","created_at_i":1597249921,"num_comments":85,"objectID":"24133719","points":285,"story_id":24133719,"story_text":"Hi HN!
Kam and Alex here. We\u2019re founders of Papercups (https://papercups.io), a live customer chat app written in Elixir. We offer an open-core self-hosted alternative to Intercom for companies that are security and privacy conscientious.
Alex and I met in SF around 6 years ago, and have been hacking on small projects together for the past couple years. Before covid, we would spend many Sunday afternoons in coffee shops building prototypes of whatever our latest and greatest idea was\u2026 most of these fizzled out after a few weeks or so
For 2020, we wanted to take the idea of \u201cbuilding something people want\u201d a bit more seriously. We started off trying to build SaaS tools for ocean freight logistics companies. That failed, but we learned a ton in the process.
After our experience in freight we wanted to work on tools that are a little closer to home and tried a completely new idea: a web app that makes it super easy to manage and deploy simple cron jobs and other recurring/scheduled tasks.
One thing we learned from the feedback on this product was how difficult it can be to set up and schedule email campaigns. This definitely resonated with us since we've both had this pain professionally. While working at Stripe, one particularly painful project Alex worked on was setting up email campaigns to notify their customers of new regulations. I had a similar experience at Pivotal where I worked on a project to email users about security updates.
So we started tackling this particular pain point: setting up and managing email campaigns. A few companies already do this pretty well. Intercom is one, but it can be prohibitively expensive. And for companies that have concerns about sending their customer data to 3rd party services, these products aren\u2019t an option.
At this point we figured, why not be more ambitious? Instead of just building an email campaign tool, let\u2019s build an open core alternative to Intercom!
So here we are. We\u2019re starting off with chat but we plan on expanding into email campaigns and push notifications. We chose chat to start off with because we wanted something that we could use immediately. For a lot of our previous projects, we had set up chat on our sites to engage with customers.
We\u2019ve launched this repo under MIT license so any developer can use the tool. The goal is to not charge individual developers. Features like chat, canned responses, private notes, and auto assignments will stay free and open source. Right now we plan on making money by providing things like a hosted version and support contracts. We eventually plan on making a licensed version where we charge for features that large companies care about like Active Directory support, Okta integration, and compliance exports.
Finally we decided to build Papercups on top of Elixir/Phoenix because it seemed like the best tool for a job that requires a lot of \u201crealtime\u201d functionality and first class support for websockets/channels. It\u2019s been great so far! The frontend uses React/TypeScript. We may explore using LiveView in the future, but we wanted to start off with a frontend stack that we were familiar with.
You can check out our repo at https://github.com/papercups-io/papercups we have a ton of features in mind would love your feedback and any feature requests!
P.S. This is our first time working in Elixir so would love any feedback there too!","title":"Launch HN: Papercups (YC S20) \u2013 Open-Core Intercom Alternative","updated_at":"2024-09-20T06:45:31Z"},{"_highlightResult":{"author":{"matchLevel":"none","matchedWords":[],"value":"jackhogan11"},"title":{"fullyHighlighted":false,"matchLevel":"full","matchedWords":["intercom"],"value":"Box of Secrets: Discreetly modding an apartment intercom to work with Apple 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Demo\nhttps://sites.hyperlyst.com/public/p01FhT1RGeepopO02nEyOjWmjTJ3/project/intercom/
Airtable Base\nhttps://airtable.com/shrCmTj7ma1whzk8h
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Nothing spectacular. Just basic stuff to talk.
He is eleven and doesn't have a phone. I wanted him to talk to his friends without an account, a feed, or an algorithm in between, so I built five ESP32-S3 touchscreen units, one per kid. Tap a friend's name, their unit rings. Tap Everyone, they all ring.
Each unit dials outbound to a relay I run, so no house opens a port. Audio is uncompressed 16 kHz PCM in 20 ms frames, AES-256-GCM with a fresh key per call, over UDP with an encrypted-WebSocket fallback. To be precise: encrypted to my relay, not end-to-end. No rooms, no recordings, no free-text contacts; the roster lives in a server-side allow-list.
I'm a PM, engineer by degree but not by profession - let alone a firmware engineer. I assembled this with Claude as the engineering partner, which is why the write-up includes what went wrong: I shipped an OTA that boot-looped my son's board, and separately "diagnosed" a Cloudflare outage that didn't exist because I tested from the wrong vantage point. Echo is still unsolved.
The enclosure was designed in FreeCAD by my son (11); the STLs are in the repo.
It was a fun and exhilarating work for me and my son - like most of you would have experienced.
Looking forward for your responses/feedback."},"title":{"fullyHighlighted":false,"matchLevel":"full","matchedWords":["intercom"],"value":"Show HN: Sidebar \u2013 a private ESP32 intercom for five kids, no accounts"},"url":{"matchLevel":"none","matchedWords":[],"value":"https://www.sundaradnus.ca/writing/sidebar-building-a-ham-radio-for-my-son"}},"_tags":["story","author_nonstopnonsense","story_49205627","show_hn"],"author":"nonstopnonsense","children":[49209158,49210797,49216792,49229777,49230852],"created_at":"2026-08-07T03:31:02Z","created_at_i":1786073462,"num_comments":13,"objectID":"49205627","points":16,"story_id":49205627,"story_text":"Hello all - Inspired by many who build/assemble for their daughters/sons, I took cue and assembled a two-way communication between my son and his friends. Nothing spectacular. Just basic stuff to talk.
He is eleven and doesn't have a phone. I wanted him to talk to his friends without an account, a feed, or an algorithm in between, so I built five ESP32-S3 touchscreen units, one per kid. Tap a friend's name, their unit rings. Tap Everyone, they all ring.
Each unit dials outbound to a relay I run, so no house opens a port. Audio is uncompressed 16 kHz PCM in 20 ms frames, AES-256-GCM with a fresh key per call, over UDP with an encrypted-WebSocket fallback. To be precise: encrypted to my relay, not end-to-end. No rooms, no recordings, no free-text contacts; the roster lives in a server-side allow-list.
I'm a PM, engineer by degree but not by profession - let alone a firmware engineer. I assembled this with Claude as the engineering partner, which is why the write-up includes what went wrong: I shipped an OTA that boot-looped my son's board, and separately "diagnosed" a Cloudflare outage that didn't exist because I tested from the wrong vantage point. Echo is still unsolved.
The enclosure was designed in FreeCAD by my son (11); the STLs are in the repo.
It was a fun and exhilarating work for me and my son - like most of you would have experienced.
Looking forward for your responses/feedback.","title":"Show HN: Sidebar \u2013 a private ESP32 intercom for five kids, no accounts","updated_at":"2026-08-11T10:51:11Z","url":"https://www.sundaradnus.ca/writing/sidebar-building-a-ham-radio-for-my-son"},{"_highlightResult":{"author":{"matchLevel":"none","matchedWords":[],"value":"attero"},"title":{"fullyHighlighted":false,"matchLevel":"full","matchedWords":["intercom"],"value":"A Protocol for Packet Network Intercommunication (1974) [pdf]"},"url":{"matchLevel":"none","matchedWords":[],"value":"http://www.cs.princeton.edu/courses/archive/fall06/cos561/papers/cerf74.pdf"}},"_tags":["story","author_attero","story_10417763"],"author":"attero","created_at":"2015-10-20T06:42:11Z","created_at_i":1445323331,"num_comments":0,"objectID":"10417763","points":16,"story_id":10417763,"title":"A Protocol for Packet Network Intercommunication (1974) [pdf]","updated_at":"2024-09-19T22:20:16Z","url":"http://www.cs.princeton.edu/courses/archive/fall06/cos561/papers/cerf74.pdf"},{"_highlightResult":{"author":{"matchLevel":"none","matchedWords":[],"value":"restfulapi"},"story_text":{"fullyHighlighted":false,"matchLevel":"full","matchedWords":["intercom"],"value":"We published a tool to check if you are exposed to the Intercom security leak: https://github.com/constructioncloud/intercom-security-checker
We were able to hijack historical chat sessions of 8 large Intercom customers (just within 2 hours...) because they haven't activated Identity Verification with HMAC (deactivated by default) in Intercom. We already informed those companies.
Companies using MySQL and a plain-text, integer userID are exposed the most. Companies using Mongo ObjectIDs are more secure as the render function is less repeatable. The level of privacy breach depends on the information a customer sent via Intercom to an exposed company. If a customer sent her/his login details via Intercom, then a hacker can gain access to the account. For example our customers already sent entire email trails via Intercom.
We were also able to create thousands of new accounts in a hijacked Intercom app - blowing the next month bill up to $2K and more.
Feedback welcome!"},"title":{"fullyHighlighted":false,"matchLevel":"full","matchedWords":["intercom"],"value":"Intercom Security Leak"}},"_tags":["story","author_restfulapi","story_15447755","ask_hn"],"author":"restfulapi","children":[15450176,15457007],"created_at":"2017-10-11T06:54:29Z","created_at_i":1507704869,"num_comments":2,"objectID":"15447755","points":14,"story_id":15447755,"story_text":"We published a tool to check if you are exposed to the Intercom security leak: https://github.com/constructioncloud/intercom-security-checker
We were able to hijack historical chat sessions of 8 large Intercom customers (just within 2 hours...) because they haven't activated Identity Verification with HMAC (deactivated by default) in Intercom. We already informed those companies.
Companies using MySQL and a plain-text, integer userID are exposed the most. Companies using Mongo ObjectIDs are more secure as the render function is less repeatable. The level of privacy breach depends on the information a customer sent via Intercom to an exposed company. If a customer sent her/his login details via Intercom, then a hacker can gain access to the account. For example our customers already sent entire email trails via Intercom.
We were also able to create thousands of new accounts in a hijacked Intercom app - blowing the next month bill up to $2K and more.
Feedback welcome!","title":"Intercom Security Leak","updated_at":"2024-09-20T01:29:48Z"},{"_highlightResult":{"author":{"matchLevel":"none","matchedWords":[],"value":"EmielMols"},"title":{"fullyHighlighted":false,"matchLevel":"full","matchedWords":["intercom"],"value":"Show HN: 99messages, a lightweight olark/intercom alternative"},"url":{"matchLevel":"none","matchedWords":[],"value":"https://99messages.com"}},"_tags":["story","author_EmielMols","story_16289447","show_hn"],"author":"EmielMols","children":[16289483,16289660],"created_at":"2018-02-02T09:37:32Z","created_at_i":1517564252,"num_comments":4,"objectID":"16289447","points":13,"story_id":16289447,"title":"Show HN: 99messages, a lightweight olark/intercom 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