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Integrations

Mattermost for teams that keep chat on their own servers

Companies pick Mattermost because it runs on their own servers. CONTACT.WORK can sit next to it on the same network: the platform posts alerts to Mattermost channels with links to CRM records, and partners, dealers, or branch staff who write in channels you share with them are answered by agents from the CONTACT.WORK queue. Messages travel between two systems you host, without passing through a third-party cloud.

Get a quotePricing
On-premMattermost and CONTACT.WORK side by sideCloud and hybrid also work
$0from us for licensesMattermost editions are licensed by Mattermost
$60per developer hour on ProMinimum 8 hours a month; prices exclude applicable taxes
1 queuefor Mattermost chats, calls, and emailSame deadlines and reports

Capabilities

What you get with Mattermost

Inside your networkWith CONTACT.WORK on-premises, Mattermost and the platform talk directly on your servers.
Alerts through webhooksMissed calls, new leads, and late tickets reach the right channel, and every post carries a direct link to the matching CRM record.
Partner chats in the queueA dealer or branch posts in its Mattermost channel, and the message turns into a conversation that someone owns and must answer by a set time.
A heads-up for supervisorsA chat past its deadline or a complaint triggers a message in the supervisors' channel.

Examples

Where Mattermost fits in your contact center

Mattermost often runs at companies whose security team won't approve a public cloud chat – banks, healthcare providers, manufacturers. Here are three typical setups.

The on-duty channel sees every missed call

An incoming webhook posts each event to the channel you choose: a missed call on the support line, a new lead from the website, a ticket that ran past its SLA, a negative review on a location. The message names the queue and the time and links to the CRM record, so the person on duty can act without hunting for it.

  • Channel per team, shift, or location
  • Link to the CRM record
  • Quiet hours and thresholds you set
Example 1 of 3

Any Mattermost message type can be connected: posts and replies in channels, DMs to a bot account, files, interactive buttons, and slash commands.

How it works

Why a self-hosted setup pays off

Security

Messages stay on servers you control

When both Mattermost and CONTACT.WORK run on your own infrastructure, alerts and chats never leave your network. Your security team reviews one internal connection instead of a cloud service, and access goes through the accounts and audit log you already have.

  • No third-party cloud in the path
  • Internal connection only
  • Fits on-premises security policies

Deployment

Cloud, on-premises, or hybrid

CONTACT.WORK can be deployed in our cloud, on-premises, or across both. A common hybrid: the platform and Mattermost on your servers, while the language model behind the AI agent runs in our cloud, which saves you from buying GPUs.

  • Same integration in every setup
  • Hybrid keeps chats on-site
  • AI agent optional

CRM and reports

Partner chats counted with everything else

Reports cover Mattermost chats alongside calls and email: first response time, chats per partner or branch, missed deadlines. Alerts link to records in Dynamics 365, Zoho CRM, or another CRM that has an API.

  • First response time
  • Chats per partner or branch
  • Links to CRM records

Setup

How we connect Mattermost

  1. 01DiscoveryWe review your Mattermost version, where it's hosted, and which events and channels you need.
  2. 02Network accessYour IT team opens a connection between the Mattermost server and CONTACT.WORK and creates a bot account and webhooks.
  3. 03DevelopmentUsing the Mattermost API, our developers set up alert rules, connect partner channels to the queue, and add links to your CRM.
  4. 04RoutingWe assign owners to partner channels, set response deadlines, and choose the supervisors' channel.
  5. 05TestingOn a test team or channel, we trigger every alert and run partner chats both ways.
  6. 06LaunchWe switch the production channels over and spend the first week adjusting alert rules with your supervisors.

Requirements

What you need to connect Mattermost

Mattermost
A self-hosted server (free or paid edition) with admin access
Bot and webhooks
A bot account and incoming webhooks enabled by your admin
Network
A route between Mattermost and CONTACT.WORK, inside your network or over a VPN
Platform
CONTACT.WORK on your servers, in our cloud, or hybrid
CRM
Optional: the CRM where alerts and chats should link
Cost
Billed in developer hours ($60 each on Pro, or Maxi plan hours); Mattermost licenses are bought from Mattermost

Preparation

Before the Mattermost project starts

Where does Mattermost run?Your data center, a private cloud, or an isolated network segment – and which version.
Who will write in?Partners, dealers, branch staff: who gets channels, and do they join as guests or members?
Which events need alerts?Missed calls, new leads, late tickets, negative reviews, or others specific to you.
What does security require?Rules for connections between internal systems, so we can plan the route upfront.
Will the AI agent answer?If so, decide where its language model should run: our cloud or your own hardware.
Which CRM do you use?So alerts and saved chats link to the right records.

Q&A

Frequently asked questions

Does it work with Mattermost on our own servers?

That's the main use case. We connect to your self-hosted installation through its API, webhooks, and a bot account. The free edition and paid editions both work.

Can it run with no internet access?

Yes, if CONTACT.WORK is installed on your servers too: the two systems talk over your internal network. The AI agent can stay inside as well, with its models on one of your servers with a GPU. If you can allow one outbound connection, the language model can instead run in our cloud – a hybrid setup that saves buying GPUs.

Who can write to our queue through Mattermost?

Anyone you give access to a connected channel: partners, dealers, branch staff, or your own employees. They write in Mattermost; agents answer from CONTACT.WORK.

Which Mattermost message types can you connect?

Any type your process uses: posts and replies in channels, DMs to the bot account, files, messages with buttons, and slash commands.

What can send an alert to Mattermost?

New leads, missed calls, chats or tickets that break their SLA, negative reviews, and any other event the platform records. Each alert type can go to its own channel.

Where are the conversations stored?

Mattermost keeps its own copy on your server. CONTACT.WORK also saves every queued chat alongside the customer or partner record, and that history can be synced to your CRM.

Can the AI agent answer partner questions?

It can reply from your knowledge base and hand over to a person when a decision is needed. Language model usage costs extra, and the model can run in our cloud as part of a hybrid setup.

We use Slack for some teams. Can both be connected?

Both can be connected to the same CONTACT.WORK queue, with alerts sent to whichever chat each team uses.

How much does it cost?

On top of your support plan, which covers the platform itself, you pay CONTACT.WORK for the integration work in developer hours: $60 an hour on Pro, minimum 8 hours a month, or Maxi plan hours. Discovery gives us the hour estimate. Mattermost licensing is separate: the free edition costs nothing, and paid editions are licensed per user by Mattermost and paid to them directly. CONTACT.WORK charges no license or per-seat fees. Prices are before applicable taxes.

Pricing →

Glossary

Terms on this page

CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →
Supervisor
Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
Hybrid deployment
Part of the system runs on the company's servers, part in the vendor's cloud. Learn more →
Webhook
A message a system sends another automatically when something happens. Learn more →
Large language model (LLM)
A neural network that understands questions asked in everyday words and answers the same way. Learn more →
Customer record
The screen of customer data an agent sees during a conversation. Learn more →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Escalation – passing an inquiry to the next level
Passing a complex inquiry to a specialist at the next level. Learn more →
Support tiers
A support tier: tier 1 handles common issues, tier 2 handles complex ones. Learn more →
Hosting
You rent a server from a provider instead of buying one. Learn more →
VPN
An encrypted tunnel from the internet into an internal network. Learn more →
Data center
A building with servers, backup power, cooling, and network links. Learn more →
Knowledge base
All answers, policies, and prices in one place – for agents and AI. Learn more →

More

Other integrations

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Blog

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