chatwoot-router 0.4.0 → 0.5.0

package/CHANGELOG.md

@@ -7,6 +7,16 @@ and this project adheres to [Semantic Versioning](https://semver.org/spec/v2.0.0
 
 ## [Unreleased]
 
+## [0.5.0] - 2026-10-05
+
+### Fixed
+
+- Route a resolved ticket that a customer message reopens. Chatwoot reopens it as pending in a bot inbox and keeps
+  its assignee, and the router left every pending ticket with a person assignee alone, so such a ticket stayed
+  pending: off people's open view and never handed back. Its turn is now routed with its owner kept: a kind with a
+  status still ends it (a thanks-only message can be resolved), and anything else, a greeting included, goes back
+  to the owner as open. Only another bot's pending tickets are left alone.
+
 ## [0.4.0] - 2026-10-04
 
 ### Changed
@@ -102,7 +112,8 @@ and this project adheres to [Semantic Versioning](https://semver.org/spec/v2.0.0
   `routing_kind`.
 - The `chatwoot-router-store-config` command and `chatwoot-router/stored-config`, for a configuration in KV.
 
-[Unreleased]: https://github.com/Phala-Network/chatwoot-workers/compare/chatwoot-router@0.4.0...HEAD
+[Unreleased]: https://github.com/Phala-Network/chatwoot-workers/compare/chatwoot-router@0.5.0...HEAD
+[0.5.0]: https://github.com/Phala-Network/chatwoot-workers/compare/chatwoot-router@0.4.0...chatwoot-router@0.5.0
 [0.4.0]: https://github.com/Phala-Network/chatwoot-workers/compare/chatwoot-router@0.3.0...chatwoot-router@0.4.0
 [0.3.0]: https://github.com/Phala-Network/chatwoot-workers/compare/chatwoot-router@0.2.0...chatwoot-router@0.3.0
 [0.2.0]: https://github.com/Phala-Network/chatwoot-workers/compare/chatwoot-router@0.1.0...chatwoot-router@0.2.0

package/README.md

@@ -17,7 +17,9 @@ is each routed account's native agent bot, connected to the inboxes it should ro
    may point to another deployment) for the owner, topic, kind, and whether there is a request yet.
 3. It applies the topic and kind labels, sends the kind's canned reply if it has one (at most once per
    conversation), and ends the turn: the kind's resolved or snoozed status, the confident owner, or a handoff to
-   people (`status=open`). A greeting with no request yet stays pending until the customer says more.
+   people (`status=open`). A greeting with no request yet stays pending until the customer says more. A resolved
+   ticket that a customer message reopens keeps its owner: its kind may still end it (a thanks is resolved),
+   otherwise it goes back to the owner.
 4. Anything uncertain hands off to people: an unclear owner, a failed or unconfirmed reply, a human replying,
    three failed attempts. Disconnecting an inbox's bot hands its pending tickets to people.
 5. A sweep every five minutes lists pending and open conversations, so a missed webhook is caught up and a bot

package/lib/packages/chatwoot-router/src/config.d.ts

@@ -1,5 +1,4 @@
 import { z } from "zod";
-export { ConfigError } from "../../../shared/config.ts";
 export declare const configSchema: z.ZodObject<{
     chatwoot: z.ZodObject<{
         baseUrl: z.ZodURL;
@@ -39,3 +38,4 @@ export interface Settings {
 }
 export declare function parseSettings(rawConfig: unknown, rawSecrets: object): Settings;
 export declare function buildSettings(config: Config, secrets: Secrets): Settings;
+export {};

package/lib/packages/chatwoot-router/src/index.js

@@ -115,6 +115,11 @@ var ChatwootError = class extends Error {
     this.conversationMissing = conversationMissing;
   }
 };
+function snoozedUntil(conversation) {
+  const value = conversation.snoozed_until;
+  const ms = typeof value === "string" ? Date.parse(value) : Number.NaN;
+  return Number.isNaN(ms) ? null : Math.floor(ms / 1e3);
+}
 var text = z2.string().nullish();
 var attachmentSchema = z2.object({
   file_type: text,
@@ -433,6 +438,8 @@ function toRelayConversation(conversationId, conversation) {
     },
     assignee: assignee ? { id: assignee.id, name: assignee.name } : null,
     assigneeType: meta?.assignee_type ?? null,
+    waitingSince: conversation.waiting_since || null,
+    snoozedUntil: snoozedUntil(conversation),
     customAttributes: conversation.custom_attributes ?? {}
   };
 }
@@ -781,8 +788,7 @@ async function routeConversation(ctx, accountId2, conversationId) {
       return;
     }
     const conversation = toRelayConversation(conversationId, raw);
-    if (conversation.assignee) return;
-    if (raw.meta?.assignee && (raw.meta.assignee_type !== "AgentBot" || raw.meta.assignee.id !== botId)) return;
+    if (raw.meta?.assignee_type === "AgentBot" && raw.meta.assignee?.id !== botId) return;
     if ((await chatwoot.inboxBot(accountId2, raw.inbox_id))?.id !== botId) {
       if (owns(raw)) {
         const latest = await chatwoot.getConversation(accountId2, conversationId);
@@ -844,7 +850,7 @@ async function routeConversation(ctx, accountId2, conversationId) {
   let current = await fresh();
   if (current === "defer" || !current) return current;
   if (current.handoff) return handoff(current);
-  if (!kind && decision.noRequest && input.count < MAX_MESSAGES) return;
+  if (!kind && decision.noRequest && input.count < MAX_MESSAGES && !current.conversation.assignee) return;
   const topic = !kind?.status && decision.topic !== null && Object.hasOwn(routing.topics ?? {}, decision.topic) && decision.topicConfidence >= routing.minConfidence && current.conversation.labels.every((label) => Object.hasOwn(kinds, label)) ? decision.topic : null;
   const labels = [
     .../* @__PURE__ */ new Set([

package/lib/shared/chatwoot/api.d.ts

@@ -12,11 +12,14 @@ export declare class ChatwootError extends Error {
  * A conversation as returned by GET conversations/{id} and in the conversation list. The spec's
  * `status` enum omits `snoozed`, which the API does return, so the relay treats it as a string.
  */
-export type ChatwootConversation = components["schemas"]["conversation_show"] & {
+export type ChatwootConversation = Omit<components["schemas"]["conversation_show"], "snoozed_until"> & {
     meta?: {
         assignee_type?: string | null;
     };
+    snoozed_until?: string | number | null;
 };
+/** Unix seconds when a snoozed conversation reopens; null unless it is snoozed until a time. */
+export declare function snoozedUntil(conversation: ChatwootConversation): number | null;
 declare const messageSchema: z.ZodObject<{
     id: z.ZodNumber;
     conversation_id: z.ZodOptional<z.ZodNumber>;

package/lib/shared/types.d.ts

@@ -51,6 +51,10 @@ export interface RelayConversation {
     };
     /** Person only; agent bots are represented as unassigned. */
     assignee?: RelayAssignee | null;
+    /** Unix seconds since the customer has waited for a reply (Chatwoot's `waiting_since`); null when they do not. */
+    waitingSince?: number | null;
+    /** Unix seconds when a snoozed conversation reopens; null when not snoozed or snoozed until the next reply. */
+    snoozedUntil?: number | null;
     assigneeType?: string | null;
     customAttributes: Record<string, unknown>;
 }
@@ -66,8 +70,8 @@ export interface RelayMessage {
     emailSubject?: string | null;
     /** An automatic email reply (out of office, for example): relayed without notifications. */
     autoReply?: boolean;
-    /** A qualifying public reply follows this message in Chatwoot. */
-    answered?: boolean;
+    /** A public reply that answers the customer (see isAnsweringReply). */
+    answers?: boolean;
     attachments: RelayAttachment[];
     /** A bot's options to pick, cards, or articles, with a link each when they have one. */
     items?: RelayItem[];

package/package.json

@@ -1,6 +1,6 @@
 {
   "name": "chatwoot-router",
-  "version": "0.4.0",
+  "version": "0.5.0",
   "description": "Route Chatwoot conversations with TypeSafe Jev on Cloudflare Workers.",
   "keywords": [
     "chatwoot",