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## Linear Link ## Description This PR introduces a new robust auto-assignment system for conversations in Chatwoot. The system replaces the existing round-robin assignment with a more sophisticated service-based architecture that supports multiple assignment strategies, rate limiting, and Enterprise features like capacity-based assignment and balanced distribution. ## Type of change - [ ] New feature (non-breaking change which adds functionality) ## How Has This Been Tested? - Unit test cases - Test conversations getting assigned on status change to open - Test the job directly via rails console ## 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] > Adds a new service-based auto-assignment system with scheduled jobs, rate limiting, enterprise capacity/balanced selection, and wiring via inbox/handler; includes Redis helpers and comprehensive tests. > > - **Auto-assignment v2 (core services)**: > - Add `AutoAssignment::AssignmentService` with bulk assignment, configurable conversation priority, RR selection, and per-agent rate limiting via `AutoAssignment::RateLimiter`. > - Add `AutoAssignment::RoundRobinSelector` for agent selection. > - **Jobs & scheduling**: > - Add `AutoAssignment::AssignmentJob` (per-inbox bulk assign; env-based limit) and `AutoAssignment::PeriodicAssignmentJob` (batch over accounts/inboxes). > - Schedule periodic run in `config/schedule.yml` (`periodic_assignment_job`). > - **Model/concerns wiring**: > - Include `InboxAgentAvailability` in `Inbox`; add `Inbox#auto_assignment_v2_enabled?`. > - Update `AutoAssignmentHandler` to trigger v2 job when `auto_assignment_v2_enabled?`, else fallback to legacy. > - **Enterprise extensions**: > - Add `Enterprise::InboxAgentAvailability` (capacity-aware filtering) and `Enterprise::Concerns::Inbox` association `inbox_capacity_limits`. > - Extend service via `Enterprise::AutoAssignment::AssignmentService` (policy-driven config, capacity filtering, exclusion rules) and add selectors/services: `BalancedSelector`, `CapacityService`. > - **Infrastructure**: > - Enhance `Redis::Alfred` with `expire`, key scan/count, and extended ZSET helpers (`zadd`, `zcount`, `zcard`, `zrangebyscore`). > - **Tests**: > - Add specs for jobs, core service, rate limiter, RR selector, and enterprise features (capacity, balanced selection, exclusions). > > <sup>Written by [Cursor Bugbot](https://cursor.com/dashboard?tab=bugbot) for commit 0ebe187c8aea73765b0122a44b18d6f465c2477f. This will update automatically on new commits. Configure [here](https://cursor.com/dashboard?tab=bugbot).</sup> <!-- /CURSOR_SUMMARY --> --------- 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 © 2017-2025, Chatwoot Inc - Released under the MIT License.