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## Linear Ticket: https://linear.app/chatwoot/issue/CW-6081/review-feedback ## Description Assignment V2 Service Enhancements - Enable Assignment V2 on plan upgrade - Fix UI issue with fair distribution policy display - Add advanced assignment feature flag and enhance Assignment V2 capabilities ## Type of change - [ ] Bug fix (non-breaking change which fixes an issue) ## How Has This Been Tested? This has been tested using the UI. ## Checklist: - [ ] My code follows the style guidelines of this project - [ ] 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 - [ ] My changes generate no new warnings - [ ] I have added tests that prove my fix is effective or that my feature works - [ ] New and existing unit tests pass locally with my changes - [ ] Any dependent changes have been merged and published in downstream modules <!-- CURSOR_SUMMARY --> --- > [!NOTE] > **Medium Risk** > Changes auto-assignment execution paths, rate limiting defaults, and feature-flag gating (including premium plan behavior), which could affect which conversations get assigned and when. UI rewires inbox settings and policy flows, so regressions are possible around navigation/linking and feature visibility. > > **Overview** > **Adds a new premium `advanced_assignment` feature flag** and uses it to gate capacity/balanced assignment features in the UI (sidebar entry, settings routes, assignment-policy landing cards) and backend (Enterprise balanced selector + capacity filtering). `advanced_assignment` is marked premium, included in Business plan entitlements, and auto-synced in Enterprise accounts when `assignment_v2` is toggled. > > **Improves Assignment V2 policy UX** by adding an inbox-level “Conversation Assignment” section (behind `assignment_v2`) that can link/unlink an assignment policy, navigate to create/edit policy flows with `inboxId` query context, and show an inbox-link prompt after creating a policy. The policy form now defaults to enabled, disables the `balanced` option with a premium badge/message when unavailable, and inbox lists support click-to-navigate. > > **Tightens/adjusts auto-assignment behavior**: bulk assignment now requires `inbox.enable_auto_assignment?`, conversation ordering uses the attached `assignment_policy` priority, and rate limiting uses `assignment_policy` config with an infinite default limit while still tracking assignments. Tests and i18n strings are updated accordingly. > > <sup>Written by [Cursor Bugbot](https://cursor.com/dashboard?tab=bugbot) for commit 23bc03bf75ee4376071e4d7fc7cd564c601d33d7. This will update automatically on new commits. Configure [here](https://cursor.com/dashboard?tab=bugbot).</sup> <!-- /CURSOR_SUMMARY --> --------- Co-authored-by: Pranav <pranav@chatwoot.com> Co-authored-by: iamsivin <iamsivin@gmail.com> Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com> Co-authored-by: Shivam Mishra <scm.mymail@gmail.com>
Chatwoot
The modern customer support platform, an open-source alternative to Intercom, Zendesk, Salesforce Service Cloud etc.
Chatwoot is the modern, open-source, and self-hosted customer support platform designed to help businesses deliver exceptional customer support experience. Built for scale and flexibility, Chatwoot gives you full control over your customer data while providing powerful tools to manage conversations across channels.
✨ Captain – AI Agent for Support
Supercharge your support with Captain, Chatwoot’s AI agent. Captain helps automate responses, handle common queries, and reduce agent workload—ensuring customers get instant, accurate answers. With Captain, your team can focus on complex conversations while routine questions are resolved automatically. Read more about Captain here.
💬 Omnichannel Support Desk
Chatwoot centralizes all customer conversations into one powerful inbox, no matter where your customers reach out from. It supports live chat on your website, email, Facebook, Instagram, Twitter, WhatsApp, Telegram, Line, SMS etc.
📚 Help center portal
Publish help articles, FAQs, and guides through the built-in Help Center Portal. Enable customers to find answers on their own, reduce repetitive queries, and keep your support team focused on more complex issues.
🗂️ Other features
Collaboration & Productivity
- Private Notes and @mentions for internal team discussions.
- Labels to organize and categorize conversations.
- Keyboard Shortcuts and a Command Bar for quick navigation.
- Canned Responses to reply faster to frequently asked questions.
- Auto-Assignment to route conversations based on agent availability.
- Multi-lingual Support to serve customers in multiple languages.
- Custom Views and Filters for better inbox organization.
- Business Hours and Auto-Responders to manage response expectations.
- Teams and Automation tools for scaling support workflows.
- Agent Capacity Management to balance workload across the team.
Customer Data & Segmentation
- Contact Management with profiles and interaction history.
- Contact Segments and Notes for targeted communication.
- Campaigns to proactively engage customers.
- Custom Attributes for storing additional customer data.
- Pre-Chat Forms to collect user information before starting conversations.
Integrations
- Slack Integration to manage conversations directly from Slack.
- Dialogflow Integration for chatbot automation.
- Dashboard Apps to embed internal tools within Chatwoot.
- Shopify Integration to view and manage customer orders right within Chatwoot.
- Use Google Translate to translate messages from your customers in realtime.
- Create and manage Linear tickets within Chatwoot.
Reports & Insights
- Live View of ongoing conversations for real-time monitoring.
- Conversation, Agent, Inbox, Label, and Team Reports for operational visibility.
- CSAT Reports to measure customer satisfaction.
- Downloadable Reports for offline analysis and reporting.
Documentation
Detailed documentation is available at chatwoot.com/help-center.
Translation process
The translation process for Chatwoot web and mobile app is managed at https://translate.chatwoot.com using Crowdin. Please read the translation guide for contributing to Chatwoot.
Branching model
We use the git-flow branching model. The base branch is develop.
If you are looking for a stable version, please use the master or tags labelled as v1.x.x.
Deployment
Heroku one-click deploy
Deploying Chatwoot to Heroku is a breeze. It's as simple as clicking this button:
Follow this link to understand setting the correct environment variables for the app to work with all the features. There might be breakages if you do not set the relevant environment variables.
DigitalOcean 1-Click Kubernetes deployment
Chatwoot now supports 1-Click deployment to DigitalOcean as a kubernetes app.
Other deployment options
For other supported options, checkout our deployment page.
Security
Looking to report a vulnerability? Please refer our SECURITY.md file.
Community
If you need help or just want to hang out, come, say hi on our Discord server.
Contributors
Thanks goes to all these wonderful people:
Chatwoot © 2017-2026, Chatwoot Inc - Released under the MIT License.