From e2dd2ccb42420a70eb17f760d504234749c96f96 Mon Sep 17 00:00:00 2001
From: Pranav <pranav@chatwoot.com>
Date: Wed, 25 Feb 2026 18:22:41 -0800
Subject: [PATCH] feat: Add a priority + created at sort for conversations
 (#13658)

- Add a new conversation sort option "Priority: Highest first, Created:
Oldest first" that sorts by priority descending (urgent > high > medium
> low > none) with created_at ascending as the tiebreaker
---
 app/finders/conversation_finder.rb                       | 1 +
 .../widgets/conversation/ConversationBasicFilter.vue     | 4 ++++
 app/javascript/dashboard/constants/globals.js            | 1 +
 app/javascript/dashboard/i18n/locale/en/chatlist.json    | 3 +++
 .../dashboard/store/modules/conversations/helpers.js     | 9 +++++++++
 app/models/concerns/sort_handler.rb                      | 4 ++++
 6 files changed, 22 insertions(+)

diff --git a/app/finders/conversation_finder.rb b/app/finders/conversation_finder.rb
index 7821bee49..fa437327d 100644
--- a/app/finders/conversation_finder.rb
+++ b/app/finders/conversation_finder.rb
@@ -11,6 +11,7 @@ class ConversationFinder
     'priority_desc' => %w[sort_on_priority desc],
     'waiting_since_asc' => %w[sort_on_waiting_since asc],
     'waiting_since_desc' => %w[sort_on_waiting_since desc],
+    'priority_desc_created_at_asc' => %w[sort_on_priority_created_at desc],
 
     # To be removed in v3.5.0
     'latest' => %w[sort_on_last_activity_at desc],
diff --git a/app/javascript/dashboard/components/widgets/conversation/ConversationBasicFilter.vue b/app/javascript/dashboard/components/widgets/conversation/ConversationBasicFilter.vue
index d699923f5..fa1563ed8 100644
--- a/app/javascript/dashboard/components/widgets/conversation/ConversationBasicFilter.vue
+++ b/app/javascript/dashboard/components/widgets/conversation/ConversationBasicFilter.vue
@@ -86,6 +86,10 @@ const chatSortOptions = computed(() => [
     label: t('CHAT_LIST.SORT_ORDER_ITEMS.priority_asc.TEXT'),
     value: 'priority_asc',
   },
+  {
+    label: t('CHAT_LIST.SORT_ORDER_ITEMS.priority_desc_created_at_asc.TEXT'),
+    value: 'priority_desc_created_at_asc',
+  },
   {
     label: t('CHAT_LIST.SORT_ORDER_ITEMS.waiting_since_asc.TEXT'),
     value: 'waiting_since_asc',
diff --git a/app/javascript/dashboard/constants/globals.js b/app/javascript/dashboard/constants/globals.js
index eb42a270f..21303efcb 100644
--- a/app/javascript/dashboard/constants/globals.js
+++ b/app/javascript/dashboard/constants/globals.js
@@ -21,6 +21,7 @@ export default {
     PRIORITY_DESC: 'priority_desc',
     WAITING_SINCE_ASC: 'waiting_since_asc',
     WAITING_SINCE_DESC: 'waiting_since_desc',
+    PRIORITY_DESC_CREATED_AT_ASC: 'priority_desc_created_at_asc',
   },
   ARTICLE_STATUS_TYPES: {
     DRAFT: 0,
diff --git a/app/javascript/dashboard/i18n/locale/en/chatlist.json b/app/javascript/dashboard/i18n/locale/en/chatlist.json
index 92e67635b..0e8e87a04 100644
--- a/app/javascript/dashboard/i18n/locale/en/chatlist.json
+++ b/app/javascript/dashboard/i18n/locale/en/chatlist.json
@@ -76,6 +76,9 @@
       },
       "waiting_since_desc": {
         "TEXT": "Pending Response: Shortest first"
+      },
+      "priority_desc_created_at_asc": {
+        "TEXT": "Priority: Highest first, Created: Oldest first"
       }
     },
     "ATTACHMENTS": {
diff --git a/app/javascript/dashboard/store/modules/conversations/helpers.js b/app/javascript/dashboard/store/modules/conversations/helpers.js
index ebbdcbe64..af6b16023 100644
--- a/app/javascript/dashboard/store/modules/conversations/helpers.js
+++ b/app/javascript/dashboard/store/modules/conversations/helpers.js
@@ -116,6 +116,7 @@ const SORT_OPTIONS = {
   priority_desc: ['sortOnPriority', 'desc'],
   waiting_since_asc: ['sortOnWaitingSince', 'asc'],
   waiting_since_desc: ['sortOnWaitingSince', 'desc'],
+  priority_desc_created_at_asc: ['sortOnPriorityCreatedAt', 'desc'],
 };
 const sortAscending = (valueA, valueB) => valueA - valueB;
 const sortDescending = (valueA, valueB) => valueB - valueA;
@@ -139,6 +140,14 @@ const sortConfig = {
     return getSortOrderFunction(sortDirection)(p1, p2);
   },
 
+  sortOnPriorityCreatedAt: (a, b) => {
+    const DEFAULT_FOR_NULL = 0;
+    const p1 = CONVERSATION_PRIORITY_ORDER[a.priority] || DEFAULT_FOR_NULL;
+    const p2 = CONVERSATION_PRIORITY_ORDER[b.priority] || DEFAULT_FOR_NULL;
+    if (p1 !== p2) return p2 - p1;
+    return a.created_at - b.created_at;
+  },
+
   sortOnWaitingSince: (a, b, sortDirection) => {
     const sortFunc = getSortOrderFunction(sortDirection);
     if (!a.waiting_since || !b.waiting_since) {
diff --git a/app/models/concerns/sort_handler.rb b/app/models/concerns/sort_handler.rb
index 00eb73717..065fa7fea 100644
--- a/app/models/concerns/sort_handler.rb
+++ b/app/models/concerns/sort_handler.rb
@@ -14,6 +14,10 @@ module SortHandler
       order(generate_sql_query("priority #{sort_direction.to_s.upcase} NULLS LAST, last_activity_at DESC"))
     end
 
+    def sort_on_priority_created_at(sort_direction = :desc)
+      order(generate_sql_query("priority #{sort_direction.to_s.upcase} NULLS LAST, created_at ASC"))
+    end
+
     def sort_on_waiting_since(sort_direction = :asc)
       order(generate_sql_query("waiting_since #{sort_direction.to_s.upcase} NULLS LAST, created_at ASC"))
     end