feat: Conversation workflows(EE) (#13040)
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>
This commit is contained in:
Muhsin Keloth
@@ -32,6 +32,7 @@ import ConversationBulkActions from './widgets/conversation/conversationBulkActi
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import IntersectionObserver from './IntersectionObserver.vue';
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import TeleportWithDirection from 'dashboard/components-next/TeleportWithDirection.vue';
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import Spinner from 'dashboard/components-next/spinner/Spinner.vue';
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import ConversationResolveAttributesModal from 'dashboard/components-next/ConversationWorkflow/ConversationResolveAttributesModal.vue';
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import { useUISettings } from 'dashboard/composables/useUISettings';
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import { useAlert } from 'dashboard/composables';
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@@ -46,6 +47,7 @@ import {
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} from 'dashboard/composables/useTransformKeys';
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import { useEmitter } from 'dashboard/composables/emitter';
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import { useEventListener } from '@vueuse/core';
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import { useConversationRequiredAttributes } from 'dashboard/composables/useConversationRequiredAttributes';
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import { emitter } from 'shared/helpers/mitt';
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@@ -87,6 +89,7 @@ const router = useRouter();
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const route = useRoute();
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const store = useStore();
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const resolveAttributesModalRef = ref(null);
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const conversationListRef = ref(null);
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const conversationDynamicScroller = ref(null);
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@@ -129,6 +132,7 @@ const labels = useMapGetter('labels/getLabels');
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const currentAccountId = useMapGetter('getCurrentAccountId');
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// We can't useFunctionGetter here since it needs to be called on setup?
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const getTeamFn = useMapGetter('teams/getTeam');
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const getConversationById = useMapGetter('getConversationById');
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useChatListKeyboardEvents(conversationListRef);
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const {
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@@ -153,6 +157,8 @@ const {
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attributeModel: 'conversation_attribute',
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});
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const { checkMissingAttributes } = useConversationRequiredAttributes();
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// computed
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const intersectionObserverOptions = computed(() => {
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return {
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@@ -729,22 +735,76 @@ async function onAssignTeam(team, conversationId = null) {
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}
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}
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function toggleConversationStatus(conversationId, status, snoozedUntil) {
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store
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.dispatch('toggleStatus', {
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conversationId,
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status,
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function toggleConversationStatus(
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conversationId,
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status,
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snoozedUntil,
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customAttributes = null
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) {
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const payload = {
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conversationId,
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status,
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snoozedUntil,
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};
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if (customAttributes) {
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payload.customAttributes = customAttributes;
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}
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store.dispatch('toggleStatus', payload).then(() => {
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useAlert(t('CONVERSATION.CHANGE_STATUS'));
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});
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}
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function handleResolveConversation(conversationId, status, snoozedUntil) {
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if (status !== wootConstants.STATUS_TYPE.RESOLVED) {
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toggleConversationStatus(conversationId, status, snoozedUntil);
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return;
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}
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// Check for required attributes before resolving
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const conversation = getConversationById.value(conversationId);
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const currentCustomAttributes = conversation?.custom_attributes || {};
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const { hasMissing, missing } = checkMissingAttributes(
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currentCustomAttributes
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);
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if (hasMissing) {
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// Pass conversation context through the modal's API
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const conversationContext = {
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id: conversationId,
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snoozedUntil,
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})
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.then(() => {
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useAlert(t('CONVERSATION.CHANGE_STATUS'));
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});
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};
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resolveAttributesModalRef.value?.open(
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missing,
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currentCustomAttributes,
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conversationContext
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);
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} else {
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toggleConversationStatus(conversationId, status, snoozedUntil);
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}
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}
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function handleResolveWithAttributes({ attributes, context }) {
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if (context) {
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const existingConversation = getConversationById.value(context.id);
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const currentCustomAttributes =
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existingConversation?.custom_attributes || {};
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const mergedAttributes = { ...currentCustomAttributes, ...attributes };
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toggleConversationStatus(
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context.id,
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wootConstants.STATUS_TYPE.RESOLVED,
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context.snoozedUntil,
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mergedAttributes
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);
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}
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}
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function allSelectedConversationsStatus(status) {
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if (!selectedConversations.value.length) return false;
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return selectedConversations.value.every(item => {
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return store.getters.getConversationById(item)?.status === status;
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return getConversationById.value(item)?.status === status;
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});
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}
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@@ -799,7 +859,7 @@ provide('deSelectConversation', deSelectConversation);
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provide('assignAgent', onAssignAgent);
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provide('assignTeam', onAssignTeam);
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provide('assignLabels', onAssignLabels);
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provide('updateConversationStatus', toggleConversationStatus);
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provide('updateConversationStatus', handleResolveConversation);
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provide('toggleContextMenu', onContextMenuToggle);
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provide('markAsUnread', markAsUnread);
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provide('markAsRead', markAsRead);
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@@ -895,7 +955,7 @@ watch(conversationFilters, (newVal, oldVal) => {
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<p
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v-if="!chatListLoading && !conversationList.length"
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class="flex items-center justify-center p-4 overflow-auto"
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class="flex overflow-auto justify-center items-center p-4"
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>
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{{ $t('CHAT_LIST.LIST.404') }}
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</p>
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@@ -915,14 +975,14 @@ watch(conversationFilters, (newVal, oldVal) => {
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/>
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<div
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ref="conversationListRef"
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class="flex-1 overflow-hidden conversations-list hover:overflow-y-auto"
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class="overflow-hidden flex-1 conversations-list hover:overflow-y-auto"
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:class="{ 'overflow-hidden': isContextMenuOpen }"
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>
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<DynamicScroller
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ref="conversationDynamicScroller"
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:items="conversationList"
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:min-item-size="24"
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class="w-full h-full overflow-auto"
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class="overflow-auto w-full h-full"
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>
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<template #default="{ item, index, active }">
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<!--
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@@ -997,5 +1057,9 @@ watch(conversationFilters, (newVal, oldVal) => {
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@close="closeAdvanceFiltersModal"
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/>
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</TeleportWithDirection>
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<ConversationResolveAttributesModal
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ref="resolveAttributesModalRef"
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@submit="handleResolveWithAttributes"
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/>
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</div>
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</template>
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