chatwoot-router 0.5.2 → 0.7.0

package/CHANGELOG.md

@@ -7,21 +7,42 @@ and this project adheres to [Semantic Versioning](https://semver.org/spec/v2.0.0
 
 ## [Unreleased]
 
-## [0.5.2] - 2026-10-05
+## [0.7.0] - 2026-10-07
 
-## [0.5.1] - 2026-10-05
+### Changed
+
+- Jev sees an email's sender domain (`Email sender domain: mg1.substack.com`) before the customer's text, never the
+  address or name: a newsletter or notification sent through a mailing service is told from a person, so the spam
+  kind can end it. Other identifiers are redacted as before.
 
 ### Fixed
 
-- Route on a customer's message as it arrives. Chatwoot's message webhook describes a contact without a `type`
-  (`Contact#webhook_data`; users and bots have one), and the router required `type: "contact"`, so it ignored
-  every customer message and a new ticket waited for the five-minute sweep.
+- A ticket with no request yet waits for the customer to say more for 30 minutes at most, then the sweep routes it on
+  like any other ticket. An email that asked for nothing (a newsletter Jev did not call spam) stayed pending, with no
+  post and no owner, until someone noticed it.
+
+## [0.6.0] - 2026-10-05
+
+### Added
+
+- `routing.kinds.<id>.<name>.label` (default `true`): `false` handles the kind without giving the ticket its label,
+  for a kind that is not a kind of ticket, such as a thank-you that is only resolved.
+
+## [0.5.2] - 2026-10-05
 
 ### Fixed
 
 - Clear a request's timeout once its response has been read. The pending `AbortSignal.timeout` timer kept a
   Durable Object invocation open until it fired, so most alarms were billed and reported at about 60 seconds.
 
+## [0.5.1] - 2026-10-05
+
+### Fixed
+
+- Route on a customer's message as it arrives. Chatwoot's message webhook describes a contact without a `type`
+  (`Contact#webhook_data`; users and bots have one), and the router required `type: "contact"`, so it ignored
+  every customer message and a new ticket waited for the five-minute sweep.
+
 ## [0.5.0] - 2026-10-05
 
 ### Fixed
@@ -127,7 +148,8 @@ 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@0.5.2...HEAD
+[Unreleased]: https://github.com/Phala-Network/chatwoot-workers/compare/chatwoot-router@0.6.0...HEAD
+[0.6.0]: https://github.com/Phala-Network/chatwoot-workers/compare/chatwoot-router@0.5.2...chatwoot-router@0.6.0
 [0.5.2]: https://github.com/Phala-Network/chatwoot-workers/compare/chatwoot-router@0.5.1...chatwoot-router@0.5.2
 [0.5.1]: https://github.com/Phala-Network/chatwoot-workers/compare/chatwoot-router@0.5.0...chatwoot-router@0.5.1
 [0.5.0]: https://github.com/Phala-Network/chatwoot-workers/compare/chatwoot-router@0.4.0...chatwoot-router@0.5.0

package/README.md

@@ -12,12 +12,14 @@ is each routed account's native agent bot, connected to the inboxes it should ro
 1. A new ticket in a connected inbox is pending, so Chatwoot sends its events to the router's
    `/chatwoot/agent-bot` webhook. Each conversation is routed by a Durable Object of its own, so a slow request
    for one conversation never delays another.
-2. The router reads the customer's first messages of this turn (redacted, at most three and 1,600 characters)
+2. The router reads the customer's first messages of this turn (redacted, at most three and 1,600 characters; an
+   email's sender domain leads them)
    and asks TypeSafe's System One API (`/v1/systemone`, model `routing.model`, Jev by default; `routing.endpoint`
    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. A resolved
+   people (`status=open`). A greeting with no request yet stays pending until the customer says more, for up to 30
+   minutes (an email that asks for nothing will not say more); then it is routed on. 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,
@@ -126,6 +128,7 @@ no unpublished shared package needs installing.
 | `routing.kinds.<id>.<name>.covers` | 1–1000 characters | required | What the kind is: Jev's criterion for recognizing it. |
 | `routing.kinds.<id>.<name>.cannedResponse` | short code | unset | The account's Chatwoot canned response sent to the customer once, by the account's agent bot (`CHATWOOT_AGENT_BOT_TOKENS`); handoff if it is missing. |
 | `routing.kinds.<id>.<name>.status` | `resolved` or `snoozed` | unset | Set instead of routing the ticket (`snoozed`: until the customer's next message), after the reply of a `cannedResponse`; a new customer message reopens it. |
+| `routing.kinds.<id>.<name>.label` | boolean | `true` | Whether the ticket gets the kind's label; `false` for a kind that is not a kind of ticket, such as a thank-you that is only resolved. |
 
 ### Secrets
 
@@ -148,6 +151,7 @@ the Router DO during rollback. If its state is lost or restored to an older reco
 and isolate conversations with uncertain attempts/turns for owner review; a currently empty history does not
 prove another send is safe. Existing pending conversations are reconciled; non-pending conversations stay with people. The user token must see all relevant inboxes.
 
-Redaction is best effort, not anonymization: other personal information can still reach TypeSafe. Logs contain
+Redaction is best effort, not anonymization: other personal information can still reach TypeSafe, and an email's
+sender domain is sent on purpose (never the address or name). Logs contain
 ids and outcomes, never message bodies or credentials. See [SECURITY.md](https://github.com/Phala-Network/chatwoot-workers/blob/main/SECURITY.md),
 [CONTRIBUTING.md](https://github.com/Phala-Network/chatwoot-workers/blob/main/CONTRIBUTING.md) and [CHANGELOG.md](https://github.com/Phala-Network/chatwoot-workers/blob/main/packages/chatwoot-router/CHANGELOG.md). Licensed under [MIT](https://github.com/Phala-Network/chatwoot-workers/blob/main/packages/chatwoot-router/LICENSE).

package/lib/packages/chatwoot-router/scripts/store-config.js

@@ -141,7 +141,12 @@ var configSchema = z2.strictObject({
            * or `snoozed` until the customer's next message. A new message from the customer
            * reopens either.
            */
-          status: z2.enum(["resolved", "snoozed"]).optional()
+          status: z2.enum(["resolved", "snoozed"]).optional(),
+          /**
+           * Whether the ticket gets the kind's label (the default). False for a kind that is not a kind of
+           * ticket, such as a thank-you that is only resolved.
+           */
+          label: z2.boolean().default(true)
         })
       )
     ).optional()

package/lib/packages/chatwoot-router/scripts/stored-config.js

@@ -93,7 +93,12 @@ var configSchema = z2.strictObject({
            * or `snoozed` until the customer's next message. A new message from the customer
            * reopens either.
            */
-          status: z2.enum(["resolved", "snoozed"]).optional()
+          status: z2.enum(["resolved", "snoozed"]).optional(),
+          /**
+           * Whether the ticket gets the kind's label (the default). False for a kind that is not a kind of
+           * ticket, such as a thank-you that is only resolved.
+           */
+          label: z2.boolean().default(true)
         })
       )
     ).optional()

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

@@ -21,6 +21,7 @@ export declare const configSchema: z.ZodObject<{
                 resolved: "resolved";
                 snoozed: "snoozed";
             }>>;
+            label: z.ZodDefault<z.ZodBoolean>;
         }, z.core.$strict>>>>;
     }, z.core.$strict>;
 }, z.core.$strict>;

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

@@ -363,6 +363,16 @@ function chatwootClient(baseUrl, token, fetch2) {
       );
     },
     /** The account's label names (Chatwoot saves them in lower case). */
+    /** The contact's latest 25 conversations, newest first, that this user may see. */
+    async contactConversations(accountId2, contactId) {
+      const list = await data(
+        "list contact conversations",
+        client.GET("/api/v1/accounts/{account_id}/contacts/{id}/conversations", {
+          params: { path: { account_id: accountId2, id: contactId } }
+        })
+      );
+      return list.payload ?? [];
+    },
     async listLabels(accountId2) {
       const list = await data(
         "list labels",
@@ -450,6 +460,7 @@ function toRelayConversation(conversationId, conversation) {
     priority: conversation.priority ?? null,
     labels: conversation.labels ?? [],
     contact: {
+      id: meta?.sender?.id ?? null,
       name: meta?.sender?.name ?? null,
       email: meta?.sender?.email ?? null,
       phone: meta?.sender?.phone_number ?? null,
@@ -732,6 +743,7 @@ var NO_KIND = "none";
 var NO_KIND_CRITERION = "None of the other kinds.";
 var MAX_MESSAGES = 3;
 var MAX_TEXT = 1600;
+var REQUEST_WAIT_SECONDS = 30 * 60;
 var REDACTIONS = [
   /(?<![\w.+-])[\w.+-]+@[\w.-]+\.[a-z]{2,}(?!\w)/gi,
   // email
@@ -824,17 +836,20 @@ async function routeConversation(ctx, accountId2, conversationId) {
   const initial = await snapshot();
   if (!initial) return;
   const identities = [initial.conversation.contact.name, initial.conversation.contact.email];
+  const senderDomain = initial.conversation.channel === "Channel::Email" ? initial.conversation.contact.email?.split("@")[1] : void 0;
   const inputs = (messages) => {
     const texts = messages.filter(isCustomer).flatMap((message) => {
-      const text2 = sanitize(
+      const text3 = sanitize(
         [message.content_attributes?.email?.subject ?? "", messageContent(message)].join("\n"),
         identities
       );
-      return text2.replaceAll("[REDACTED]", "").trim() ? [{ id: message.id, text: text2 }] : [];
+      return text3.replaceAll("[REDACTED]", "").trim() ? [{ id: message.id, text: text3 }] : [];
     }).slice(0, MAX_MESSAGES);
+    const text2 = texts.map((entry) => entry.text).join(" ");
     return {
       key: texts.map((entry) => entry.id).join(","),
-      text: texts.map((entry) => entry.text).join(" ").slice(0, MAX_TEXT),
+      text: (senderDomain ? `Email sender domain: ${senderDomain}
+${text2}` : text2).slice(0, MAX_TEXT),
       count: texts.length
     };
   };
@@ -870,12 +885,14 @@ 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 && !current.conversation.assignee) return;
+  const lastSaid = Math.max(0, ...turn.messages.filter(isCustomer).map((message) => message.created_at ?? Infinity));
+  const waiting = Date.now() / 1e3 - lastSaid < REQUEST_WAIT_SECONDS;
+  if (!kind && decision.noRequest && input.count < MAX_MESSAGES && !current.conversation.assignee && waiting) 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([
       ...current.conversation.labels,
-      ...[topic, kind ? decision.kind : null].filter((label) => label !== null)
+      ...[topic, kind?.label ? decision.kind : null].filter((label) => label !== null)
     ])
   ];
   if (labels.length !== current.conversation.labels.length) await bot.setLabels(accountId2, conversationId, labels);
@@ -1083,7 +1100,12 @@ var configSchema = z5.strictObject({
            * or `snoozed` until the customer's next message. A new message from the customer
            * reopens either.
            */
-          status: z5.enum(["resolved", "snoozed"]).optional()
+          status: z5.enum(["resolved", "snoozed"]).optional(),
+          /**
+           * Whether the ticket gets the kind's label (the default). False for a kind that is not a kind of
+           * ticket, such as a thank-you that is only resolved.
+           */
+          label: z5.boolean().default(true)
         })
       )
     ).optional()

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

@@ -185,6 +185,8 @@ export declare function chatwootClient(baseUrl: string, token: string, fetch: Fe
      */
     unassign(accountId: number, conversationId: number): Promise<void>;
     /** The account's label names (Chatwoot saves them in lower case). */
+    /** The contact's latest 25 conversations, newest first, that this user may see. */
+    contactConversations(accountId: number, contactId: number): Promise<ChatwootConversation[]>;
     listLabels(accountId: number): Promise<string[]>;
     conversationLabels(accountId: number, conversationId: number): Promise<string[]>;
     /** Replaces the conversation's labels (the spec's "Add Labels" overwrites the list). */

package/lib/shared/types.d.ts

@@ -43,6 +43,8 @@ export interface RelayConversation {
     priority?: string | null;
     labels: string[];
     contact: {
+        /** The contact's Chatwoot id. */
+        id?: number | null;
         name?: string | null;
         email?: string | null;
         phone?: string | null;
@@ -80,6 +82,8 @@ export interface RelayMessage {
     /** The Discord avatar of the linked agent who sent the message, if any. */
     discordAvatarUrl?: string;
     sender?: {
+        /** The Chatwoot id of the contact, user, or agent bot (see `type`). */
+        id?: number | null | undefined;
         name?: string | null | undefined;
         email?: string | null | undefined;
         type?: string | null | undefined;

package/package.json

@@ -1,6 +1,6 @@
 {
   "name": "chatwoot-router",
-  "version": "0.5.2",
+  "version": "0.7.0",
   "description": "Route Chatwoot conversations with TypeSafe Jev on Cloudflare Workers.",
   "keywords": [
     "chatwoot",