Primeira onda do roadmap de indicadores executivos do Grupo Nova. Mede
ADOÇÃO DO CANAL DIGITAL, não a operação total — banner explícito alerta
que reservas fechadas manualmente na recepção ainda não estão capturadas
(Onda 1B vai adicionar marcação manual via botão na conversa).
Backend:
- V2::Reports::ConversionFunnelBuilder — leads (novo/retorno/total),
reservas (criadas != draft, pagas in active/completed/confirmed),
taxas de conversão. Filtro opcional por inbox.
- V2::Reports::InboxBenchmarkingBuilder — uma linha por inbox com
brand_name (via Captain::UnitInbox -> Unit -> Brand)
- Endpoints GET /reports/conversion_funnel e /reports/inbox_benchmarking
- RSpec do ConversionFunnelBuilder
Frontend:
- Rota top-level Reports → Painel Diretoria
- DirectoryDashboard.vue: banner de adoção + filtros + cards + funil + tabela
benchmarking agrupada por marca com variação vs média
- API client getConversionFunnel + getInboxBenchmarking
- i18n EN + PT
Memórias suporte: feedback_metricas_adocao_canal.md + project_painel_diretoria_roadmap.md
Co-Authored-By: Claude Opus 4.7 (1M context) <noreply@anthropic.com>
Hoje as métricas e séries do BotReports agregam toda a conta — não dá pra ver
"a Jasmine da PrimeAL está errando mais que a do Qnn01". Cada unidade tem
prompt próprio, então um sintoma localizado precisa de medição localizada.
Backend:
- Inbox#has_many :reporting_events (relação inversa que faltava)
- BotMetricsBuilder aceita inbox_id e filtra bot_conversations + base_reporting_events
- bot_metrics endpoint passa inbox_id pelos params permitidos
- count_report_builder já suporta scope=inbox; agora funciona pra
bot_resolutions_count e bot_handoffs_count graças à relação acima
Frontend:
- BotReports.vue: ReportFilters com filter-type='inboxes' e dropdown ativo
- Quando uma inbox é escolhida, requestPayload inclui inboxId/type/id e os
fetches (BotMetrics + ReportContainer) passam o filtro
- API client getBotMetrics aceita inboxId; getBotSummary aceita type+id
- Sem inbox selecionada: comportamento antigo (agregação da conta)
Bonus na rake task de retroativo:
- rebuild_bot_resolved.rake: Message.unscope(:order) pra evitar conflito
PG::InvalidColumnReference (DISTINCT + ORDER BY default scope)
Co-Authored-By: Claude Opus 4.7 (1M context) <noreply@anthropic.com>
Mede por inbox/período: leads novos (1ª conversa do contato em qualquer
inbox da rede), retorno (conversa anterior resolved há >24h) e outras
(conversa anterior open ou resolved <24h). Categorias somadas batem com
o conversations_count nativo do report — bucket "outras" garante o
fechamento.
- Novo builder V2::Reports::InboxLeadsSummaryBuilder com CTE única
- Endpoint GET /api/v2/accounts/:id/reports/inbox_leads_summary
- Tabs no InboxReportsShow (Visão Geral | Novas × Retorno)
- Componente InboxLeadsReport com 3 metric cards + barras empilhadas
- API client + Pinia (state/getters/actions/mutations)
- i18n en + pt_BR
- RSpec do builder cobrindo classificação e isolamento por inbox
Co-Authored-By: Claude Opus 4.7 (1M context) <noreply@anthropic.com>
ActionController::Parameters não tem .any?; chamar sem to_h quebra
com NoMethodError (500) ao salvar agente. Bug introduzido em b69fa21e5.
Co-Authored-By: Claude Opus 4.7 (1M context) <noreply@anthropic.com>
Admin configura em Account Settings → Agents → Editar quais inboxes
disparam o banner agressivo (reopened + inatividade) pra cada agente.
- user.ui_settings.aggressive_alert_inbox_ids: null (todas) | [] (nenhuma) | [1,2,3]
- Filtro aplicado no actionCable.feedInactivityTracker, maybeTriggerAggressiveAlert
e no hydrate do AggressiveConversationBanner
- Backend aceita ui_settings no agents#update e serializa em _agent.json.jbuilder
- UI no EditAgent com toggle "todas inboxes" + multiselect
Co-Authored-By: Claude Opus 4.7 (1M context) <noreply@anthropic.com>
Banner agressivo passa de uma notificação só ("status→open") pra
um sistema de escalada baseado em inatividade quando o cliente é
o último a falar.
Níveis:
- 5 min sem resposta → AMARELO, sem som
- 15 min sem resposta → LARANJA, beep 1x + notificação do SO
- 28 min sem resposta → VERMELHO pulsante + som em loop infinito
- status→open (reabertura) → VERMELHO imediato
Por conversa, o banner mostra um item com nome do contato, inbox
e contexto ("reabriu agora" / "15 min sem resposta"). Headline
grande e explicação clara sobre como limpa.
Comportamento do × dismiss:
- Antes: apagava o alerta de vez. Agente podia "fingir que viu".
- Agora: esconde temporariamente. Volta quando escalar (próximo
threshold) ou nova mensagem. A única forma de LIMPAR de vez é
responder o cliente (tracker detecta msg outgoing do User ou
AgentBot e chama dismissForReply).
Permissões:
- account.settings.aggressive_alert_enabled (master switch admin)
- user.ui_settings.aggressive_alert_enabled (toggle do próprio agente)
- Default true pros dois; um false em qualquer bloqueia alertas.
Settings UI:
- Conta → General: novo card "Alerta agressivo (master switch)"
- Perfil do usuário: novo card "Receber alertas agressivos"
Arquivos:
- helper/aggressiveAlert.js: multi-level state, hide vs dismiss-for-reply
- helper/inactivityAlertTracker.js: timer único, thresholds declarativos
- helper/actionCable.js: hook em onMessageCreated (feed tracker) +
isAggressiveAlertEnabled() + limpa tracker em status_changed != open
- components/app/AggressiveConversationBanner.vue: variantes de cor,
headline grande, explanation, × temp-hide
- account.rb + accounts_controller.rb: store_accessor + permitted
- settings UI components (account + profile): switches auto-persist
Co-Authored-By: Claude Opus 4.7 (1M context) <noreply@anthropic.com>
Exposes two JSON endpoints under /api/v1/accounts/:id/captain/reports:
- GET /retention — aggregate KPIs (active/recurring/sleeping/at-risk/
churned, new vs returned in period, Pix generated/paid/conversion,
retention rates at 30d and 90d)
- GET /retention/cohort — monthly cohort matrix, 12 months lookback,
12 months of offset. Each cell is % of the cohort that interacted in
month M+N. SQL-aggregated with DATE_TRUNC + DISTINCT so it is a
single query even on large histories.
Consolida o trabalho desta branch de abril/2026 em um bloco pronto pra
testar em staging antes do merge pra main.
## Correções de memória semântica
- ExtractionService: Princípio Zero + Regra de Ouro (ação consumada vs intenção).
- Cenário Daniela_Reservas: Passo 0 de classificação (consulta/intenção/fora).
## Roleta da Sorte (end-to-end)
- Schema Supabase + 7 RPCs atômicas (server-side, idempotentes).
- Services: Offer, Redeem, WeeklyReport.
- Jobs: OfferRouletteJob (hook em ConfirmationService após Pix pago),
NotifyRevealed + Scheduler de fallback.
- Tool manual GenerateRoletaLinkTool + endpoint público /roleta/notify.
- Dashboard /captain/roleta com Resgate + Relatório + anomaly detection.
## Cenário Reclamacoes_Ouvidoria
- Triagem P1-P4, framework LAST, Three-level listening, Self-check.
- Sem compensação material, detecção de cliente frustrado eleva prioridade.
## Analytics
- Funil de conversão /captain/funnel: 5 etapas via regex, zero LLM.
- Detector de churn via ChurnOutreach* (cron dias úteis 10h-17h BRT).
## Trabalho pré-existente incluído
- Captain Executive Reports (ceo_digest, mattermost_delivery).
- get_reserva_preco_tool, Lifecycle ajustes, Reservations UI polimentos.
## Outros
- .gitignore: patterns pra credenciais.
- Migrations de scenarios idempotentes.
- i18n completa pt_BR+en pra roleta/funnel.
Co-Authored-By: Claude Opus 4.7 (1M context) <noreply@anthropic.com>
Os stubs de lifecycle criados na task anterior estavam em app/controllers/
causando futura colisão de redefinição de classe quando os controllers reais
forem implementados em enterprise/app/controllers/ (tasks 4-6). Move os 3
stubs para o enterprise path onde vivem todos os controllers Captain.
Routing spec: 7 examples, 0 failures
Co-Authored-By: Claude Sonnet 4.6 <noreply@anthropic.com>
Wires 3 new captain namespace resources (lifecycle_rules, lifecycle_config,
lifecycle_deliveries) and a member action `patch :concierge` on units.
Includes stub controllers (to be expanded in Tasks 4-7) and passing routing spec.
Co-Authored-By: Claude Sonnet 4.6 <noreply@anthropic.com>
- Cria modelo LeadClick para registrar cliques das landing pages
- Cria modelo LandingHost para mapear hostname → inbox_id
- Endpoint público POST /track/click para receber eventos de clique
- Leads::AttributionMatcherService para correlacionar clique com conversa
- Integração com IncomingMessageWuzapiService para atribuição automática
- API REST para gerenciar LandingHosts por inbox (index/create/destroy)
- UI: nova aba 'Landing Pages' nas configurações da caixa de entrada
- Dashboard API client dedicado (landingHosts.js)
- RuboCop: refatora shift_signature_name, TrackingController, AttributionMatcherService e WuzapiService
Implementa a página Relatórios IA com geração de análises semanais
por IA baseadas nas conversas de cada unidade/caixa de entrada.
Funcionalidades:
- Página /settings/captain/reports com dois tabs (Insights IA / Operacional)
- Botão "Gerar Análise" que enfileira job Sidekiq
- Filtro por unidade ou caixa de entrada
- Exibe insights com status (pendente/processando/concluído/falhou)
- Mostra top_topics, ai_failures e period_summary
- Estado vazio com CTA para gerar primeiro relatório
Backend:
- InsightsController com endpoints index/show/generate
- GenerateInsightsJob que processa conversas com LLM
- ConversationInsightService com chunking e merge inteligente
- Migração para adicionar inbox_id à tabela captain_conversation_insights
- Link sidebar "Relatórios IA" em /settings/captain/reports
Frontend:
- Vuex store captainReports com actions/mutations/getters
- API client CaptainReportsAPI (getInsights, generateInsight)
- i18n en e pt_BR para CAPTAIN_REPORTS.*
Co-Authored-By: Claude Sonnet 4.6 <noreply@anthropic.com>
Melhorias na ferramenta send_suite_images para resolver confusão entre
categoria e número de suíte:
1. **Descrições de parâmetros mais claras**
- suite_category: exemplos específicos (Hidromassagem, ALEXA, STILO)
- suite_number: apenas números (101, 102, 103) - remove exemplos confusos
2. **Instruções explícitas no system prompt**
- Seção [Galeria de Fotos] com regras claras
- Prioriza suite_category quando ambíguo
- Evita confirmações desnecessárias com cliente
3. **Mensagens de erro melhoradas**
- Sugere buscar por categoria quando busca por número falha
- Feedback mais útil para a IA
Resultado esperado:
- Cliente: "Me manda foto da suite Alexa"
- IA: busca por suite_category="Alexa" ✓ (sem pedir confirmação)
Co-Authored-By: Claude Sonnet 4.5 <noreply@anthropic.com>
* feat: Implement existing template linking for CSAT surveys
- Added functionality to link existing CSAT templates for WhatsApp channels.
- Introduced a new component for selecting existing templates.
- Updated the dashboard settings page to support template mode switching between creating new and using existing templates.
- Enhanced the CSAT template management service to handle linking existing templates and fetching available templates.
- Updated API routes to include linking and fetching available templates.
- Added tests for the new linking functionality and template availability checks.
* feat: Enhance CSAT template handling and validation across services and components
* feat: Refactor body variable extraction for CSAT templates and update related validations
* feat: Add linked_at field to CSAT template responses and update related handling
* feat: Add tests for ConversationDrop date formatting and CSAT template body variable handling
This PR adds a new standalone `GET
/api/v2/accounts/:id/reports/outgoing_messages_count` endpoint that
returns outgoing message counts grouped by agent, team, inbox, or label.
Upgrade rails to 7.2.2 so that we can proceed with the rails 8 upgrade
afterwards
# Changelog
- `.circleci/config.yml` — align CI DB setup with GitHub Actions
(`db:create` + `db:schema:load`) to avoid trigger-dependent prep steps.
- `.rubocop.yml` — add `rubocop-rspec_rails` and disable new cops that
don't match existing spec style.
- `AGENTS.md` — document that specs should run without `.env` (rename
temporarily when present).
- `Gemfile` — upgrade to Rails 7.2, switch Azure storage gem, pin
`commonmarker`, bump `sidekiq-cron`, add `rubocop-rspec_rails`, and
relax some gem pins.
- `Gemfile.lock` — dependency lockfile updates from the Rails 7.2 and
gem changes.
- `app/controllers/api/v1/accounts/integrations/linear_controller.rb` —
stringify params before passing to the Linear service to keep key types
stable.
- `app/controllers/super_admin/instance_statuses_controller.rb` — use
`MigrationContext` API for migration status in Rails 7.2.
- `app/models/installation_config.rb` — add commentary on YAML
serialization and future JSONB migration (no behavior change).
- `app/models/integrations/hook.rb` — ensure hook type is set on create
only and guard against missing app.
- `app/models/user.rb` — update enum syntax for Rails 7.2 deprecation,
serialize OTP backup codes with JSON, and use Ruby `alias`.
- `app/services/crm/leadsquared/setup_service.rb` — stringify hook
settings keys before merge to keep JSON shape consistent.
- `app/services/macros/execution_service.rb` — remove macro-specific
assignee activity workaround; rely on standard assignment handlers.
- `config/application.rb` — load Rails 7.2 defaults.
- `config/storage.yml` — update Azure Active Storage service name to
`AzureBlob`.
- `db/migrate/20230515051424_update_article_image_keys.rb` — use
credentials `secret_key_base` with fallback to legacy secrets.
- `docker/Dockerfile` — add `yaml-dev` and `pkgconf` packages for native
extensions (Ruby 3.4 / psych).
- `lib/seeders/reports/message_creator.rb` — add parentheses for clarity
in range calculation.
- `package.json` — pin Vite version and bump `vite-plugin-ruby`.
- `pnpm-lock.yaml` — lockfile changes from JS dependency updates.
- `spec/builders/v2/report_builder_spec.rb` — disable transactional
fixtures; truncate tables per example via Rails `truncate_tables` so
after_commit callbacks run with clean isolation; keep builder spec
metadata minimal.
- `spec/builders/v2/reports/label_summary_builder_spec.rb` — disable
transactional fixtures + truncate tables via Rails `truncate_tables`;
revert to real `resolved!`/`open!`/`resolved!` flow for multiple
resolution events; align date range to `Time.zone` to avoid offset gaps;
keep builder spec metadata minimal.
- `spec/controllers/api/v1/accounts/macros_controller_spec.rb` — assert
`assignee_id` instead of activity message to avoid transaction-timing
flakes.
- `spec/services/telegram/incoming_message_service_spec.rb` — reference
the contact tied to the created conversation instead of
`Contact.all.first` to avoid order-dependent failures when other specs
leave data behind.
-
`spec/mailers/administrator_notifications/shared/smtp_config_shared.rb`
— use `with_modified_env` instead of stubbing mailer internals.
- `spec/services/account/sign_up_email_validation_service_spec.rb` —
compare error `class.name` for parallel/reload-safe assertions.
* feat: Adds model for scheduling messages
* feat: Implement scheduled message handling and processing jobs
* feat: Add ScheduledMessagesController and associated specs for managing scheduled messages
* refactor: Simplify scheduled message job specs and improve metadata handling
* feat: Add ScheduledMessagePolicy for managing access to scheduled messages
* feat: Add routes for managing scheduled messages
* feat: Add scheduled message event handling and broadcasting
* feat: Add JSON views for scheduled messages creation, destruction, updating, and indexing
* feat: Update scheduled message status and dispatch update event after message creation
* feat: Ensure scheduled message updates trigger dispatch event
* feat: Add mutation types for managing scheduled messages
* feat: Add additionalAttributes prop to Message component and provider
* feat: Implement scheduled message handling in ActionCable and Vuex store
* feat: Add unit tests for scheduled messages actions and mutations
* feat: implement scheduled messages functionality
- Added support for scheduling messages in the conversation dashboard.
- Introduced new components: ScheduledMessageModal and ScheduledMessages for managing scheduled messages.
- Enhanced ReplyBottomPanel to include scheduling options.
- Updated Base.vue to handle scheduled message styling.
- Integrated Vuex store module for managing scheduled messages state.
- Added necessary translations for scheduled messages in English and Portuguese.
* feat: add pagination to scheduled messages index and update tests accordingly
* chore: update scheduled messages specs for future time validation and response status
* chore: enhance scheduled messages API with pagination and add skeleton loader component
* feat: add create_scheduled_message action to automation rule attributes
* feat: implement create_scheduled_message action and enhance attachment handling
* feat: add scheduled message functionality with UI components and localization
* test: enhance scheduledMessages mutations tests with meta handling and structure
* chore: update label to display file name upon successful upload in AutomationFileInput component
* feat: add initialAttachment prop to ScheduledMessageModal and update ReplyBox to pass attachment
* chore: prepend_mod_with to ScheduledMessagesController for better module handling
* fix: attachment visibility in ScheduledMessageItem component
* chore: enhance ScheduledMessage model with validations and reduce controller load
* refactor: simplify ScheduledMessagesAPI methods by removing unnecessary instance variable
* chore: update event emission for scheduled message creation in ReplyBox and ScheduledMessageModal
* refactor: update status configuration to use label keys
* chore: update date formatting in ScheduledMessageItem component
* refactor: collapse logic to checkOverflow and update related functionality
* chore: add author indication for current user in scheduled messages
* chore: enhance scheduled message metadata with author information and localization
* fix: send message shortcut
* chore: handle errors in scheduled message submission
* chore: update scheduled message modal to use combined date and time input
* chore: refactor scheduled messages handling to remove pagination and update related tests
* fix: ensure scheduled messages update status and dispatch on failure
* fix: update scheduled message due date logic and simplify sending checks
* refactor: rename build_message method for send_message
* fix: update scheduled message creation time and improve test reliability
* chore: ignore unnecessary check
* chore: add scheduled message metadata handling in message builder, add scheduled message factorie and update specs
* refactor: use scheduled message factorie creation in specs
* chore: streamline error handling in scheduled message job and remove dispatch logic
* fix: change scheduled_messages association to destroy dependent records
* refactor: remove unused attributes from scheduled message payload builder
* chore: update scheduled message retrieval to use conversation association
* chore: correct cron format for scheduled messages job
* chore: remove migration for author_type in scheduled_messages
* feat: enhance scheduled messages management with delete confirmation and error handling
* chore: set cron poll interval to 10 seconds for improved scheduling precision
* feat: include additional_attributes in message JSON response
* feat: enhance scheduled message validation and localization support
* chore: update scheduled message display
* Merge branch 'main' into Cayo-Oliveira/CU-86aenh268/Mensagens-agendadas
* feat: add scheduled message indicators and validation for message length
* fix: remove unnecessary condition from line-clamp class binding
* feat: update scheduled messages localization and enhance content validation
* feat: update scheduled messages order, enhance scheduledAt computation, and add message association
* fix: reorder condition for Facebook channel message length computation
* fix: change detection for attachments in scheduled messages
* fix: remove unnecessary colon from close-on-backdrop-click prop in ScheduledMessageModal
* chore: add error handling for scheduled message deletion and update localization for delete failure
* fix: enforce minimum delay of 1 minute for scheduled messages and update validation
* fix: remove unused private property and improve locale formatting for scheduled messages
* fix: adjust positioning of DropdownBody in ReplyBottomPanel and clean up schema foreign keys
* docs: add scheduled messages management APIs and payload definitions
---------
Co-authored-by: gabrieljablonski <contact@gabrieljablonski.com>
The index is already added in production.
Adds a new reporting API that returns conversation counts grouped by
channel type and first response time buckets (0-1h, 1-4h, 4-8h, 8-24h,
24h+).
- GET /api/v2/accounts/:id/reports/first_response_time_distribution
- Uses SQL aggregation to handle large datasets efficiently
- Adds composite index on reporting_events for query performance
Tested on production workload.
Request: GET
`/api/v2/accounts/1/reports/first_response_time_distribution?since=<since>&until=<until>`
Response payload:
```
{
"Channel::WebWidget": {
"0-1h": 120,
"1-4h": 85,
"4-8h": 32,
"8-24h": 12,
"24h+": 3
},
"Channel::Email": {
"0-1h": 12,
"1-4h": 28,
"4-8h": 45,
"8-24h": 35,
"24h+": 10
},
"Channel::FacebookPage": {
"0-1h": 50,
"1-4h": 30,
"4-8h": 15,
"8-24h": 8,
"24h+": 2
}
}
```
---------
Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com>
This PR added new API endpoint GET
/api/v2/accounts/:account_id/reports/inbox_label_matrix that returns
conversation counts grouped by inbox and label in a matrix format.
Supports optional filtering by date range, inbox_ids, and label_ids.
---------
Co-authored-by: Pranav <pranav@chatwoot.com>
## Summary
- Add `has_more` to contacts search API response to enable infinite
scroll without expensive count queries
- Set `count` to the number of items in the current page instead of
total count
- Implement "Load more" button for contacts search results
- Keep existing contacts visible while loading additional pages
## Changes
### Backend
- Add `fetch_contacts_with_has_more` method that fetches N+1 records to
determine if more pages exist
- Return `has_more` in search endpoint meta response
- Set `count` to current page size instead of total count
### Frontend
- Add `APPEND_CONTACTS` mutation for appending contacts without clearing
existing ones
- Update search action to support `append` parameter
- Add `ContactsLoadMore` component with loading state
- Update `ContactsListLayout` to support infinite scroll mode
- Update `ContactsIndex` to use infinite scroll for search view
We are expanding Chatwoot’s automation capabilities by
introducing **Conversation Workflows**, a dedicated section in settings
where teams can configure rules that govern how conversations are closed
and what information agents must fill before resolving. This feature
helps teams enforce data consistency, collect structured resolution
information, and ensure downstream reporting is accurate.
Instead of having auto‑resolution buried inside Account Settings, we
introduced a new sidebar item:
- Auto‑resolve conversations (existing behaviour)
- Required attributes on resolution (new)
This groups all conversation‑closing logic into a single place.
#### Required Attributes on Resolve
Admins can now pick which custom conversation attributes must be filled
before an agent can resolve a conversation.
**How it works**
- Admin selects one or more attributes from the list of existing
conversation level custom attributes.
- These selected attributes become mandatory during resolution.
- List all the attributes configured via Required Attributes (Text,
Number, Link, Date, List, Checkbox)
- When an agent clicks Resolve Conversation:
If attributes already have values → the conversation resolves normally.
If attributes are missing → a modal appears prompting the agent to fill
them.
<img width="1554" height="1282" alt="CleanShot 2025-12-10 at 11 42
23@2x"
src="https://github.com/user-attachments/assets/4cd5d6e1-abe8-4999-accd-d4a08913b373"
/>
#### Custom Attributes Integration
On the Custom Attributes page, we will surfaced indicators showing how
each attribute is being used.
Each attribute will show badges such as:
- Resolution → used in the required‑on‑resolve workflow
- Pre‑chat form → already existing
<img width="2390" height="1822" alt="CleanShot 2025-12-10 at 11 43
42@2x"
src="https://github.com/user-attachments/assets/b92a6eb7-7f6c-40e6-bf23-6a5310f2d9c5"
/>
#### Admin Flow
- Navigate to Settings → Conversation Workflows.
- Under Required attributes on resolve, click Add Required Attribute.
- Pick from the dropdown list of conversation attributes.
- Save changes.
Agents will now be prompted automatically whenever they resolve.
<img width="2434" height="872" alt="CleanShot 2025-12-10 at 11 44 42@2x"
src="https://github.com/user-attachments/assets/632fc0e5-767c-4a1c-8cf4-ffe3d058d319"
/>
#### NOTES
- The Required Attributes on Resolve modal should only appear when
values are missing.
- Required attributes must block the resolution action until satisfied.
- Bulk‑resolve actions should follow the same rules — any conversation
missing attributes cannot be bulk‑resolved, rest will be resolved, show
a notification that the resolution cannot be done.
- API resolution does not respect the attributes.
---------
Co-authored-by: Sivin Varghese <64252451+iamsivin@users.noreply.github.com>
Co-authored-by: Copilot <175728472+Copilot@users.noreply.github.com>
Co-authored-by: iamsivin <iamsivin@gmail.com>
Co-authored-by: Pranav <pranav@chatwoot.com>
High-traffic accounts generate excessive database writes due to agents
frequently switching between conversations. The update_last_seen
endpoint was being called every time an agent loaded a conversation,
resulting in unnecessary updates to agent_last_seen_at and
assignee_last_seen_at even when there were no new messages to mark as
read.
#### Solution
Implemented throttling for the update_last_seen endpoint:
**Unread messages present:**
- Updates immediately without throttling to maintain accurate
read/unread state
- Uses assignee_unread_messages for assignees, unread_messages for other
agents
**No unread messages:**
- Throttles updates to once per hour per conversation
- Checks if agent_last_seen_at is older than 1 hour before updating
- For assignees, checks both agent_last_seen_at AND
assignee_last_seen_at - updates if either timestamp is old
- Skips DB write if all relevant timestamps were updated within the last
hour
- Consolidated two separate update_column calls into a single
update_columns call to reduce DB queries
CSAT scores are helpful, but on their own they rarely tell the full
story. A drop in rating can come from delayed timelines, unclear
expectations, or simple misunderstandings, even when the issue itself
was handled correctly.
Review Notes for CSAT let admins/report manager roles add internal-only
context next to each CSAT response. This makes it easier to interpret
scores properly and focus on patterns and root causes, not just numbers.
<img width="2170" height="1680" alt="image"
src="https://github.com/user-attachments/assets/56df7fab-d0a7-4a94-95b9-e4c459ad33d5"
/>
### Why this matters
* Capture the real context behind individual CSAT ratings
* Clarify whether a low score points to a genuine service issue or a
process gap
* Spot recurring themes across conversations and teams
* Make CSAT reviews more useful for leadership reviews and
retrospectives
### How Review Notes work
**View CSAT responses**
Open the CSAT report to see overall metrics, rating distribution, and
individual responses.
**Add a Review Note**
For any CSAT entry, managers can add a Review Note directly below the
customer’s feedback.
**Document internal insights**
Use Review Notes to capture things like:
* Why a score was lower or higher than expected
* Patterns you are seeing across similar cases
* Observations around communication, timelines, or customer expectations
Review Notes are visible only to administrators and people with report
access only. We may expand visibility to agents in the future based on
feedback. However, customers never see them.
Each note clearly shows who added it and when, making it easy to review
context and changes over time.
# Pull Request Template
## Description
This PR adds support for exporting conversation summary reports as CSV.
Previously, the Conversations report incorrectly showed an option to
download agent reports; this has now been fixed to export
conversation-level data instead.
Fixes
https://linear.app/chatwoot/issue/CW-6176/conversation-reports-export-button-exports-agent-reports-instead
## Type of change
- [x] Bug fix (non-breaking change which fixes an issue)
- [x] New feature (non-breaking change which adds functionality)
## How Has This Been Tested?
### Screenshot
<img width="1859" height="1154" alt="image"
src="https://github.com/user-attachments/assets/419d26f4-fda9-4782-aea6-55ffad0c37ab"
/>
## Checklist:
- [x] My code follows the style guidelines of this project
- [x] I have performed a self-review of my code
- [ ] I have commented on my code, particularly in hard-to-understand
areas
- [ ] I have made corresponding changes to the documentation
- [x] My changes generate no new warnings
- [x] I have added tests that prove my fix is effective or that my
feature works
- [x] New and existing unit tests pass locally with my changes
- [ ] Any dependent changes have been merged and published in downstream
modules
Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com>
This API gives you how many conversations exist per channel, broken down
by status in a given time period. The max time period is capped to 6
months for now.
**Input Params:**
- **since:** Unix timestamp (seconds) - start of date range
- **until:** Unix timestamp (seconds) - end of date range
**Response Payload:**
```json
{
"Channel::Sms": {
"resolved": 85,
"snoozed": 10,
"open": 5,
"pending": 5,
"total": 100
},
"Channel::Email": {
"resolved": 72,
"snoozed": 15,
"open": 13,
"pending": 13,
"total": 100
},
"Channel::WebWidget": {
"resolved": 90,
"snoozed": 7,
"open": 3,
"pending": 3,
"total": 100
}
}
```
**Definitons:**
resolved = Number of conversations created within the selected time
period that are currently marked as resolved.
snoozed = Number of conversations created within the selected time
period that are currently marked as snoozed.
pending = Number of conversations created within the selected time
period that are currently marked as pending.
open = Number of conversations created within the selected time period
that are currently open.
total = Total number of conversations created within the selected time
period, across all statuses.
