From ae0b6ee9f2268239a34445940c2b0ff7606cdf2e Mon Sep 17 00:00:00 2001
From: Abhinav Raut <abhinavrautcs@gmail.com>
Date: Thu, 6 Aug 2026 02:38:38 +0530
Subject: [PATCH] rework notify action with subject, message and picked
 recipients

The notify action only created a fixed in-app notification and recipients
were typed as a raw team:<id> / user:<id> DSL where typos silently notified
nobody. Now:

- recipients are picked by name (assignee, assigned team, any team or agent)
- admin writes the subject and message; both show in the bell notification
  and go out as an email (message plus conversation link, wrapped in the
  default outgoing email template, so nothing is hardcoded in English)
- the action serializes as typed fields {subject, message, recipients}
  instead of a positional value array

Also: previous_* condition fields are hidden for time triggers and populated
on message events (previous = current) so those rules can actually match,
action row widths now follow the RuleBox pattern (fixed type select, value
widgets fill the row), and three new i18n keys merged into existing globals.
---
 .../src/composables/useConversationFilters.js |   2 +-
 .../features/admin/automation/ActionBox.vue   | 106 +++++++++++-------
 .../src/features/admin/automation/RuleBox.vue |  11 +-
 .../admin/automations/CreateOrEditRule.vue    |   8 ++
 i18n/en-US.json                               |   9 +-
 internal/automation/automation.go             |   2 +-
 internal/automation/evaluator_test.go         |   6 +-
 internal/automation/models/models.go          |  30 +++++
 internal/conversation/conversation.go         |  89 +++++++++------
 internal/conversation/message.go              |   2 +-
 10 files changed, 174 insertions(+), 91 deletions(-)

diff --git a/frontend/apps/main/src/composables/useConversationFilters.js b/frontend/apps/main/src/composables/useConversationFilters.js
index 2f354901..be0d9339 100644
--- a/frontend/apps/main/src/composables/useConversationFilters.js
+++ b/frontend/apps/main/src/composables/useConversationFilters.js
@@ -339,7 +339,7 @@ export function useConversationFilters () {
             type: FIELD_TYPE.RECIPIENTS
         },
         snooze: {
-            label: t('actions.snooze'),
+            label: t('globals.terms.snooze'),
             type: FIELD_TYPE.TEXT
         },
         trigger_webhook: {
diff --git a/frontend/apps/main/src/features/admin/automation/ActionBox.vue b/frontend/apps/main/src/features/admin/automation/ActionBox.vue
index 7a4257ab..c02df3f5 100644
--- a/frontend/apps/main/src/features/admin/automation/ActionBox.vue
+++ b/frontend/apps/main/src/features/admin/automation/ActionBox.vue
@@ -7,9 +7,9 @@
         </div>
 
         <div class="space-y-3">
-          <div class="flex items-center justify-between">
-            <div class="flex gap-5">
-              <div class="w-48">
+          <div class="flex items-start justify-between gap-5">
+            <div class="flex gap-5 flex-1 min-w-0">
+              <div class="w-56 shrink-0">
                 <!-- Type -->
                 <Select
                   v-model="action.type"
@@ -35,7 +35,7 @@
               <!-- Value -->
               <div
                 v-if="action.type && conversationActions[action.type]?.type === 'tag'"
-                class="w-full"
+                class="flex-1 min-w-0"
               >
                 <SelectTag
                   v-model="action.value"
@@ -46,32 +46,29 @@
 
               <div
                 v-if="action.type && conversationActions[action.type]?.type === 'recipients'"
-                class="w-full"
+                class="flex-1 min-w-0 space-y-3"
               >
-                <TagsInput
-                  :modelValue="action.value || []"
-                  @update:modelValue="(value) => handleNotifyChange(value, index)"
-                  :addOnBlur="true"
-                  :addOnTab="true"
-                  :addOnPaste="true"
-                >
-                  <TagsInputItem
-                    v-for="item in action.value || []"
-                    :key="item"
-                    :value="item"
-                  >
-                    <TagsInputItemText />
-                    <TagsInputItemDelete />
-                  </TagsInputItem>
-                  <TagsInputInput :placeholder="t('placeholders.notifyRecipient')" />
-                </TagsInput>
-                <p class="text-xs text-muted-foreground mt-1">
-                  {{ $t('admin.automation.notifyRecipientHint') }}
-                </p>
+                <SelectTag
+                  :modelValue="action.recipients || []"
+                  @update:modelValue="(value) => handleNotifyRecipientsChange(value, index)"
+                  :items="notifyRecipientOptions"
+                  :placeholder="t('placeholders.selectRecipients')"
+                />
+                <Input
+                  type="text"
+                  :placeholder="t('globals.terms.subject')"
+                  :modelValue="action.subject || ''"
+                  @update:modelValue="(value) => handleNotifySubjectChange(value, index)"
+                />
+                <Textarea
+                  :placeholder="t('globals.terms.message')"
+                  :modelValue="action.message || ''"
+                  @update:modelValue="(value) => handleNotifyMessageChange(value, index)"
+                />
               </div>
 
               <div
-                class="w-48"
+                class="flex-1 min-w-0"
                 v-if="action.type && conversationActions[action.type]?.type === 'select'"
               >
                 <SelectComboBox
@@ -84,10 +81,10 @@
               </div>
 
               <div
-                class="flex gap-3"
+                class="flex gap-3 flex-1 min-w-0"
                 v-if="action.type && conversationActions[action.type]?.type === 'webhook'"
               >
-                <div class="w-48">
+                <div class="flex-1 min-w-0">
                   <SelectComboBox
                     v-model="action.value[0]"
                     :items="webhookStore.options"
@@ -95,7 +92,7 @@
                     @select="handleWebhookChange($event, index)"
                   />
                 </div>
-                <div class="w-48">
+                <div class="flex-1 min-w-0">
                   <Input
                     type="text"
                     :placeholder="t('placeholders.webhookEventName')"
@@ -109,7 +106,7 @@
               </div>
 
               <div
-                class="w-48"
+                class="flex-1 min-w-0"
                 v-if="action.type && conversationActions[action.type]?.type === 'text'"
               >
                 <Input
@@ -147,12 +144,15 @@
 </template>
 
 <script setup>
-import { toRefs } from 'vue'
+import { toRefs, computed } from 'vue'
 import { Button } from '@shared-ui/components/ui/button'
 import { Input } from '@shared-ui/components/ui/input'
+import { Textarea } from '@shared-ui/components/ui/textarea'
 import CloseButton from '@main/components/button/CloseButton.vue'
 import { useTagStore } from '@main/stores/tag'
 import { useWebhookStore } from '@main/stores/webhook'
+import { useUsersStore } from '@main/stores/users'
+import { useTeamStore } from '@main/stores/team'
 import {
   Select,
   SelectContent,
@@ -162,13 +162,6 @@ import {
   SelectValue
 } from '@shared-ui/components/ui/select'
 import { SelectTag } from '@shared-ui/components/ui/select'
-import {
-  TagsInput,
-  TagsInputInput,
-  TagsInputItem,
-  TagsInputItemDelete,
-  TagsInputItemText
-} from '@shared-ui/components/ui/tags-input'
 import { useConversationFilters } from '@main/composables/useConversationFilters'
 import { getTextFromHTML } from '@shared-ui/utils/string'
 import { useI18n } from 'vue-i18n'
@@ -187,12 +180,37 @@ const { t } = useI18n()
 const emit = defineEmits(['update-actions', 'add-action', 'remove-action'])
 const tagsStore = useTagStore()
 const webhookStore = useWebhookStore()
+const uStore = useUsersStore()
+const tStore = useTeamStore()
 const { conversationActions } = useConversationFilters()
 
 webhookStore.fetchWebhooks()
 
-const handleNotifyChange = (value, index) => {
-  actions.value[index].value = value || []
+const notifyRecipientOptions = computed(() => [
+  { label: t('admin.automation.notifyAssignee'), value: 'assignee' },
+  { label: t('admin.automation.notifyAssignedTeam'), value: 'assigned_team' },
+  ...tStore.options.map((o) => ({
+    label: `${t('globals.terms.team')}: ${o.label}`,
+    value: `team:${o.value}`
+  })),
+  ...uStore.options.map((o) => ({
+    label: `${t('globals.terms.agent')}: ${o.label}`,
+    value: `user:${o.value}`
+  }))
+])
+
+const handleNotifyRecipientsChange = (value, index) => {
+  actions.value[index].recipients = value || []
+  emitUpdate(index)
+}
+
+const handleNotifySubjectChange = (value, index) => {
+  actions.value[index].subject = value
+  emitUpdate(index)
+}
+
+const handleNotifyMessageChange = (value, index) => {
+  actions.value[index].message = value
   emitUpdate(index)
 }
 
@@ -222,8 +240,12 @@ const placeholderForText = (type) => {
 }
 
 const handleFieldChange = (value, index) => {
-  actions.value[index].value = []
-  actions.value[index].type = value
+  const action = actions.value[index]
+  action.value = []
+  action.type = value
+  delete action.subject
+  delete action.message
+  delete action.recipients
   emitUpdate(index)
 }
 
diff --git a/frontend/apps/main/src/features/admin/automation/RuleBox.vue b/frontend/apps/main/src/features/admin/automation/RuleBox.vue
index f3901166..1f5bc87a 100644
--- a/frontend/apps/main/src/features/admin/automation/RuleBox.vue
+++ b/frontend/apps/main/src/features/admin/automation/RuleBox.vue
@@ -250,9 +250,14 @@ const { t } = useI18n()
 
 // Computed property to get the correct filters based on type
 const currentFilters = computed(() => {
-  return props.type === 'new_conversation'
-    ? newConversationFilters.value
-    : conversationFilters.value
+  if (props.type === 'new_conversation') return newConversationFilters.value
+  if (props.type === 'conversation_update') return conversationFilters.value
+  // previous_* values only exist on conversation update events.
+  const filters = { ...conversationFilters.value }
+  for (const key of Object.keys(filters)) {
+    if (key.startsWith('previous_')) delete filters[key]
+  }
+  return filters
 })
 
 // Watch for type change and reset the rules as the fields will change
diff --git a/frontend/apps/main/src/views/admin/automations/CreateOrEditRule.vue b/frontend/apps/main/src/views/admin/automations/CreateOrEditRule.vue
index dd9f73f8..8d9a906f 100644
--- a/frontend/apps/main/src/views/admin/automations/CreateOrEditRule.vue
+++ b/frontend/apps/main/src/views/admin/automations/CreateOrEditRule.vue
@@ -404,6 +404,14 @@ const getRulesValidationError = () => {
       action.value = ['0']
     }
 
+    // Notify uses its own fields instead of value.
+    if (action.type === 'notify') {
+      if (!action.subject?.trim() || !action.message?.trim() || !action.recipients?.length) {
+        return t('admin.automation.validation.setActionValue')
+      }
+      continue
+    }
+
     // Empty array, no value selected.
     if (action.value.length === 0) {
       return t('admin.automation.validation.setActionValue')
diff --git a/i18n/en-US.json b/i18n/en-US.json
index 269c4cdb..fe782f66 100644
--- a/i18n/en-US.json
+++ b/i18n/en-US.json
@@ -12,7 +12,7 @@
   "actions.addingPrivateNotes": "Adding private notes",
   "actions.addPrivateNote": "Add private note",
   "actions.applyMacro": "Apply macro",
-  "actions.notify": "Notify",
+  "actions.notify": "Notify agents",
   "actions.openMacros": "Open macros",
   "actions.assignAgent": "Assign agent",
   "actions.assignTeam": "Assign team",
@@ -26,7 +26,6 @@
   "actions.setStatus": "Set status",
   "actions.setTags": "Set tags",
   "actions.setValue": "Set value",
-  "actions.snooze": "Snooze",
   "actions.startingConversation": "Starting conversation",
   "actions.triggerWebhook": "Trigger webhook",
   "activityLog.agentAway": "{actorEmail} ({actorId}) changed {targetEmail} ({targetId}) status to away",
@@ -72,7 +71,8 @@
   "admin.automation.matchTheseRules": "Match these rules",
   "admin.automation.newConversation.description": "Rules that run when a new conversation is created by a contact. Conversations initiated by agents do not trigger these rules. Drag and drop to reorder.",
   "admin.automation.noRulesFound": "No rules found",
-  "admin.automation.notifyRecipientHint": "Enter recipients as assignee, assigned_team, team:<id>, or user:<id>. Press Enter after each.",
+  "admin.automation.notifyAssignedTeam": "Assigned team",
+  "admin.automation.notifyAssignee": "Assignee",
   "admin.automation.webhookEventNameHint": "Event name sent in the webhook payload.",
   "admin.automation.or": "OR",
   "admin.automation.performTheseActions": "Perform these actions",
@@ -1130,7 +1130,6 @@
   "navigation.keyboardShortcuts": "Keyboard shortcuts",
   "navigation.logout": "Logout",
   "navigation.reassignReplies": "Reassign replies",
-  "notification.automationNotify": "Automation notification for #{referenceNumber}",
   "notification.conversationAssigned": "Conversation assigned to you #{referenceNumber}",
   "notification.mentionedInConversation": "{author} mentioned you in #{referenceNumber}",
   "notification.slaAlert": "SLA {type}: {metric} for #{referenceNumber}",
@@ -1146,7 +1145,6 @@
   "placeholders.introductionMessage": "We're here to help!",
   "placeholders.linkText": "Link Text",
   "placeholders.noticeBannerText": "Our response times are slower than usual. We're working hard to get to your message.",
-  "placeholders.notifyRecipient": "assignee, team:5, user:42",
   "placeholders.selectAction": "Select action",
   "placeholders.selectAgent": "Select agent",
   "placeholders.selectCsvFile": "Select CSV file",
@@ -1158,6 +1156,7 @@
   "placeholders.selectPriority": "Select priority",
   "placeholders.selectProtocol": "Select protocol",
   "placeholders.selectProvider": "Select provider",
+  "placeholders.selectRecipients": "Select recipients",
   "placeholders.selectTags": "Select tags",
   "placeholders.selectTeam": "Select team",
   "placeholders.selectTeams": "Select teams",
diff --git a/internal/automation/automation.go b/internal/automation/automation.go
index ffdc0397..0f387094 100644
--- a/internal/automation/automation.go
+++ b/internal/automation/automation.go
@@ -330,7 +330,7 @@ func (e *Engine) EvaluateConversationUpdateRulesByID(conversationID int, convers
 		e.lo.Error("error fetching conversation", "conversation_id", conversationID, "error", err)
 		return
 	}
-	e.EvaluateConversationUpdateRules(conversation, eventType, nil)
+	e.EvaluateConversationUpdateRules(conversation, eventType, models.PreviousValues(conversation))
 }
 
 // handleNewConversation handles new conversation events.
diff --git a/internal/automation/evaluator_test.go b/internal/automation/evaluator_test.go
index 246f4dc8..20423880 100644
--- a/internal/automation/evaluator_test.go
+++ b/internal/automation/evaluator_test.go
@@ -1480,7 +1480,7 @@ func TestStartsWithOperator(t *testing.T) {
 
 func TestNotifyAction_PassedThrough(t *testing.T) {
 	mockStore := new(mockConversationStore)
-	expected := models.RuleAction{Type: models.ActionNotify, Value: []string{"assignee", "team:5"}}
+	expected := models.RuleAction{Type: models.ActionNotify, Subject: "subject", Message: "message", Recipients: []string{"assignee", "team:5"}}
 	mockStore.On("ApplyAction", expected, mock.Anything, mock.Anything).Return(nil).Once()
 	engine := createTestEngine(mockStore)
 
@@ -1526,8 +1526,8 @@ func TestMultipleNotifyActions(t *testing.T) {
 				},
 			}},
 			[]models.RuleAction{
-				{Type: models.ActionNotify, Value: []string{"assignee"}},
-				{Type: models.ActionNotify, Value: []string{"team:5"}},
+				{Type: models.ActionNotify, Subject: "subject", Message: "message", Recipients: []string{"assignee"}},
+				{Type: models.ActionNotify, Subject: "subject", Message: "message", Recipients: []string{"team:5"}},
 			},
 			models.OperatorOR,
 		),
diff --git a/internal/automation/models/models.go b/internal/automation/models/models.go
index d5b4f141..30102a08 100644
--- a/internal/automation/models/models.go
+++ b/internal/automation/models/models.go
@@ -2,9 +2,11 @@ package models
 
 import (
 	"encoding/json"
+	"strconv"
 	"time"
 
 	authzModels "github.com/abhinavxd/libredesk/internal/authz/models"
+	cmodels "github.com/abhinavxd/libredesk/internal/conversation/models"
 	"github.com/lib/pq"
 )
 
@@ -135,4 +137,32 @@ type RuleAction struct {
 	Type         string   `json:"type" db:"type"`
 	Value        []string `json:"value" db:"value"`
 	DisplayValue []string `json:"display_value" db:"-"`
+
+	// Set only for the notify action.
+	Subject    string   `json:"subject,omitempty"`
+	Message    string   `json:"message,omitempty"`
+	Recipients []string `json:"recipients,omitempty"`
+}
+
+// PreviousValues returns conv's field values keyed for previous_* filters; pass the pre-change conversation.
+func PreviousValues(conv cmodels.Conversation) map[string]string {
+	values := map[string]string{
+		ConversationPreviousStatus:       "",
+		ConversationPreviousPriority:     "",
+		ConversationPreviousAssignedUser: "",
+		ConversationPreviousAssignedTeam: "",
+	}
+	if conv.StatusID.Valid {
+		values[ConversationPreviousStatus] = strconv.Itoa(conv.StatusID.Int)
+	}
+	if conv.PriorityID.Valid {
+		values[ConversationPreviousPriority] = strconv.Itoa(conv.PriorityID.Int)
+	}
+	if conv.AssignedUserID.Valid {
+		values[ConversationPreviousAssignedUser] = strconv.Itoa(conv.AssignedUserID.Int)
+	}
+	if conv.AssignedTeamID.Valid {
+		values[ConversationPreviousAssignedTeam] = strconv.Itoa(conv.AssignedTeamID.Int)
+	}
+	return values
 }
diff --git a/internal/conversation/conversation.go b/internal/conversation/conversation.go
index 1de03924..bb53b43b 100644
--- a/internal/conversation/conversation.go
+++ b/internal/conversation/conversation.go
@@ -59,6 +59,12 @@ var (
 
 const (
 	conversationsListMaxPageSize = 500
+
+	automationNotifyEmailContent = `<p style="white-space: pre-line;">{{ .Message }}</p>
+
+<p>
+<a href="{{ RootURL }}/inboxes/all/conversation/{{ .Conversation.UUID }}">#{{ .Conversation.ReferenceNumber }}</a>
+</p>`
 )
 
 var conversationFilterRenderers = dbutil.FieldRenderers{
@@ -746,7 +752,7 @@ func (c *Manager) UpdateConversationUserAssignee(uuid string, assigneeID int, ac
 	if err := c.updateAssignee(uuid, assigneeID, models.AssigneeTypeUser); err != nil {
 		return envelope.NewError(envelope.GeneralError, c.i18n.T("globals.messages.somethingWentWrong"), nil)
 	}
-	return c.afterUserAssignedHooks(uuid, assigneeID, actor, previousValuesFor(previousConversation))
+	return c.afterUserAssignedHooks(uuid, assigneeID, actor, amodels.PreviousValues(previousConversation))
 }
 
 // ClaimUnassignedConversation atomically assigns a conversation only if still unassigned and still in expectedTeamID, else returns ErrConversationAlreadyAssigned.
@@ -834,7 +840,7 @@ func (c *Manager) UpdateConversationTeamAssignee(uuid string, teamID int, actor
 		return err
 	}
 	previousAssignedTeamID := conversation.AssignedTeamID.Int
-	previousValues := previousValuesFor(conversation)
+	previousValues := amodels.PreviousValues(conversation)
 
 	if err := c.updateAssignee(uuid, teamID, models.AssigneeTypeTeam); err != nil {
 		return envelope.NewError(envelope.GeneralError, c.i18n.T("globals.messages.somethingWentWrong"), nil)
@@ -923,7 +929,7 @@ func (c *Manager) UpdateConversationPriority(uuid string, priorityID int, priori
 
 	conversation, err := c.GetConversation(0, uuid, "")
 	if err == nil {
-		c.automation.EvaluateConversationUpdateRules(conversation, amodels.EventConversationPriorityChange, previousValuesFor(previousConversation))
+		c.automation.EvaluateConversationUpdateRules(conversation, amodels.EventConversationPriorityChange, amodels.PreviousValues(previousConversation))
 	}
 
 	// Record activity.
@@ -1040,7 +1046,7 @@ func (c *Manager) UpdateConversationStatus(uuid string, statusID int, status, sn
 	c.BroadcastConversationUpdate(uuid, agentData)
 
 	if conversation.ID != 0 {
-		c.automation.EvaluateConversationUpdateRules(conversation, amodels.EventConversationStatusChange, previousValuesFor(conversationBeforeChange))
+		c.automation.EvaluateConversationUpdateRules(conversation, amodels.EventConversationStatusChange, amodels.PreviousValues(conversationBeforeChange))
 	}
 
 	// Broadcast conversation update to widget clients.
@@ -1397,8 +1403,8 @@ func (m *Manager) ApplySLA(conversation models.Conversation, policyID int, actor
 // ApplyAction applies an action to a conversation, this can be called from multiple packages across the app to perform actions on conversations.
 // all actions are executed on behalf of the provided user if the user is not provided, system user is used.
 func (m *Manager) ApplyAction(action amodels.RuleAction, conv models.Conversation, user umodels.User) error {
-	// CSAT action does not require a value.
-	if len(action.Value) == 0 && action.Type != amodels.ActionSendCSAT {
+	// CSAT has no value; notify carries its data in dedicated fields.
+	if len(action.Value) == 0 && action.Type != amodels.ActionSendCSAT && action.Type != amodels.ActionNotify {
 		return fmt.Errorf("empty value for action %s", action.Type)
 	}
 
@@ -1504,14 +1510,19 @@ func (m *Manager) ApplyAction(action amodels.RuleAction, conv models.Conversatio
 		})
 		return nil
 	case amodels.ActionNotify:
-		return m.notifyAutomation(action.Value, conv)
+		subject := strings.TrimSpace(action.Subject)
+		message := strings.TrimSpace(action.Message)
+		if subject == "" || message == "" || len(action.Recipients) == 0 {
+			return fmt.Errorf("notify action requires a subject, a message and at least one recipient")
+		}
+		return m.notifyAutomation(subject, message, action.Recipients, conv)
 	default:
 		return fmt.Errorf("unknown action: %s", action.Type)
 	}
 	return nil
 }
 
-func (m *Manager) notifyAutomation(entries []string, conv models.Conversation) error {
+func (m *Manager) notifyAutomation(subject, message string, entries []string, conv models.Conversation) error {
 	userIDs := m.resolveNotifyRecipients(entries, conv)
 	if len(userIDs) == 0 {
 		m.lo.Debug("notify action: no recipients resolved", "conversation_uuid", conv.UUID)
@@ -1521,14 +1532,45 @@ func (m *Manager) notifyAutomation(entries []string, conv models.Conversation) e
 		m.lo.Warn("notify action: recipient cap reached, truncating", "original", len(userIDs), "cap", amodels.MaxNotifyRecipients, "conversation_uuid", conv.UUID)
 		userIDs = userIDs[:amodels.MaxNotifyRecipients]
 	}
-	m.dispatcher.Send(notifier.Notification{
+
+	notification := notifier.Notification{
 		Type:             nmodels.NotificationTypeMention,
 		RecipientIDs:     userIDs,
-		Title:            m.i18n.Ts("notification.automationNotify", "referenceNumber", conv.ReferenceNumber),
-		Body:             conv.Subject,
+		Title:            subject,
+		Body:             null.StringFrom(message),
 		ConversationID:   null.IntFrom(conv.ID),
 		ConversationUUID: conv.UUID,
-	})
+	}
+
+	content, err := m.template.RenderEmailWithTemplate(
+		map[string]any{
+			"Conversation": map[string]any{
+				"ReferenceNumber": conv.ReferenceNumber,
+				"UUID":            conv.UUID,
+			},
+			"Message": message,
+		},
+		automationNotifyEmailContent)
+	if err != nil {
+		m.lo.Error("error rendering automation notify email", "conversation_uuid", conv.UUID, "error", err)
+	} else {
+		emails := make([]string, len(userIDs))
+		for i, id := range userIDs {
+			agent, err := m.userStore.GetAgent(id, "")
+			if err != nil {
+				m.lo.Error("notify: error fetching agent for email", "user_id", id, "error", err)
+				continue
+			}
+			emails[i] = agent.Email.String
+		}
+		notification.Email = &notifier.EmailNotification{
+			Recipients: emails,
+			Subject:    notification.Title,
+			Content:    content,
+		}
+	}
+
+	m.dispatcher.Send(notification)
 	return nil
 }
 
@@ -2144,29 +2186,6 @@ func parseNotifyRecipient(entry string) (string, int) {
 	return kind, id
 }
 
-// previousValuesFor returns the pre-change field values consumed by previous_* automation filters.
-func previousValuesFor(conv models.Conversation) map[string]string {
-	values := map[string]string{
-		amodels.ConversationPreviousStatus:       "",
-		amodels.ConversationPreviousPriority:     "",
-		amodels.ConversationPreviousAssignedUser: "",
-		amodels.ConversationPreviousAssignedTeam: "",
-	}
-	if conv.StatusID.Valid {
-		values[amodels.ConversationPreviousStatus] = strconv.Itoa(conv.StatusID.Int)
-	}
-	if conv.PriorityID.Valid {
-		values[amodels.ConversationPreviousPriority] = strconv.Itoa(conv.PriorityID.Int)
-	}
-	if conv.AssignedUserID.Valid {
-		values[amodels.ConversationPreviousAssignedUser] = strconv.Itoa(conv.AssignedUserID.Int)
-	}
-	if conv.AssignedTeamID.Valid {
-		values[amodels.ConversationPreviousAssignedTeam] = strconv.Itoa(conv.AssignedTeamID.Int)
-	}
-	return values
-}
-
 func nullTimeOrNil(t null.Time) any {
 	if !t.Valid || t.Time.IsZero() {
 		return nil
diff --git a/internal/conversation/message.go b/internal/conversation/message.go
index 6e6ba44f..9a433bce 100644
--- a/internal/conversation/message.go
+++ b/internal/conversation/message.go
@@ -1393,7 +1393,7 @@ func (m *Manager) ProcessIncomingMessageHooks(conversationUUID string, isNewConv
 		m.lo.Error("error fetching conversation for incoming message hooks", "conversation_uuid", conversationUUID, "error", err)
 	} else {
 		// Trigger automations on incoming message event.
-		m.automation.EvaluateConversationUpdateRules(conversation, amodels.EventConversationMessageIncoming, nil)
+		m.automation.EvaluateConversationUpdateRules(conversation, amodels.EventConversationMessageIncoming, amodels.PreviousValues(conversation))
 
 		// If assigned to an AI assistant, let it respond to this inbound customer message.
 		if m.aiAgent != nil && conversation.AssignedUserID.Valid {