feat(inbox): Enable conversation continuity for social channels (#11079)

## Summary
This PR enables and surfaces **conversation workflow** for social-style
channels that should support either:
- `Create new conversations` after resolve, or
- `Reopen same conversation`

## What is included
- Adds the conversation workflow setting UI as card-based options in
Inbox Settings.
- Expands channel availability in settings to include channels like:
  - Telegram
  - TikTok
  - Instagram
  - Line
  - WhatsApp
  - Facebook
- Updates conversation selection behavior for Line incoming messages to
respect the workflow (reopen vs create-new-after-resolved).
- Updates TikTok conversation selection behavior to respect the workflow
(reopen vs create-new-after-resolved).
- Keeps email behavior unchanged (always starts a new thread).

Fixes: https://github.com/chatwoot/chatwoot/issues/8426

## Screenshot

<img width="1400" height="900" alt="pr11079-workflow-sender-clear-tight"
src="https://github.com/user-attachments/assets/9456821f-8d83-4924-8dcf-7503c811a7b1"
/>


## How To Reproduce
1. Open `Settings -> Inboxes ->
<Telegram/TikTok/Instagram/Line/Facebook/WhatsApp inbox> -> Settings`.
2. Verify **Conversation workflow** is visible with the two card
options.
3. Toggle between both options and save.
4. For Line and TikTok, verify resolved-conversation behavior follows
the selected workflow.

## Testing
- `RAILS_ENV=test bundle exec rspec
spec/builders/messages/instagram/message_builder_spec.rb:213
spec/builders/messages/instagram/message_builder_spec.rb:255
spec/builders/messages/instagram/messenger/message_builder_spec.rb:228
spec/builders/messages/instagram/messenger/message_builder_spec.rb:293
spec/services/tiktok/message_service_spec.rb`
- Result: `16 examples, 0 failures`

## Follow-up
- Migrate Website Live Chat workflow settings into this same
conversation-workflow settings model.
- Add Voice channel support for this workflow setting.

---------

Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com>
Co-authored-by: Sivin Varghese <64252451+iamsivin@users.noreply.github.com>
Co-authored-by: iamsivin <iamsivin@gmail.com>
This commit is contained in:
Sojan Jose
2026-02-25 01:56:51 -08:00
committed by GitHub
parent 172ff87b5b
commit a44cb2c738
15 changed files with 378 additions and 39 deletions

View File

@@ -1,79 +0,0 @@
<script setup>
import Label from 'dashboard/components-next/label/Label.vue';
const props = defineProps({
id: {
type: String,
required: true,
},
label: {
type: String,
required: true,
},
description: {
type: String,
required: true,
},
isActive: {
type: Boolean,
default: false,
},
disabled: {
type: Boolean,
default: false,
},
disabledLabel: {
type: String,
default: '',
},
disabledMessage: {
type: String,
default: '',
},
});
const emit = defineEmits(['select']);
const handleChange = () => {
if (!props.isActive && !props.disabled) {
emit('select', props.id);
}
};
</script>
<template>
<div
class="cursor-pointer rounded-xl outline outline-1 p-4 transition-all duration-200 bg-n-solid-1 py-4 ltr:pl-4 rtl:pr-4 ltr:pr-6 rtl:pl-6"
:class="[
disabled ? 'opacity-50 cursor-not-allowed' : 'cursor-pointer',
isActive ? 'outline-n-blue-9' : 'outline-n-weak',
!disabled && !isActive ? 'hover:outline-n-strong' : '',
]"
@click="handleChange"
>
<div class="flex flex-col gap-2 items-start">
<div class="flex items-center justify-between w-full gap-3">
<div class="flex items-center gap-2">
<h3 class="text-heading-3 text-n-slate-12">
{{ label }}
</h3>
<Label v-if="disabled" :label="disabledLabel" color="amber" compact />
</div>
<input
:id="`${id}`"
:checked="isActive"
:value="id"
:name="id"
:disabled="disabled"
type="radio"
class="h-4 w-4 border-n-slate-6 text-n-brand focus:ring-n-brand focus:ring-offset-0 flex-shrink-0"
@change="handleChange"
/>
</div>
<p class="text-body-main text-n-slate-11">
{{ disabled && disabledMessage ? disabledMessage : description }}
</p>
<slot />
</div>
</div>
</template>

View File

@@ -1,61 +0,0 @@
<script setup>
import { ref } from 'vue';
import RadioCard from '../RadioCard.vue';
const selectedOption = ref('round_robin');
const handleSelect = value => {
selectedOption.value = value;
console.log('Selected:', value);
};
</script>
<template>
<Story
title="Components/AgentManagementPolicy/RadioCard"
:layout="{ type: 'grid', width: '600px' }"
>
<Variant title="Basic Usage">
<div class="p-8 bg-n-background space-y-4">
<RadioCard
id="round_robin"
label="Round Robin"
description="Distributes conversations evenly among all available agents in a rotating manner"
:is-active="selectedOption === 'round_robin'"
@select="handleSelect"
/>
<RadioCard
id="balanced"
label="Balanced Assignment"
description="Assigns conversations based on agent workload to maintain balance"
:is-active="selectedOption === 'balanced'"
@select="handleSelect"
/>
</div>
</Variant>
<Variant title="Active State">
<div class="p-8 bg-n-background">
<RadioCard
id="active_option"
label="Active Option"
description="This option is currently selected and active"
is-active
@select="handleSelect"
/>
</div>
</Variant>
<Variant title="Inactive State">
<div class="p-8 bg-n-background">
<RadioCard
id="inactive_option"
label="Inactive Option"
description="This option is not selected and can be clicked to activate"
is-active
@select="handleSelect"
/>
</div>
</Variant>
</Story>
</template>