Quoted history now leaves out CSAT emails and anything the contact was not part of. Earlier messages load only when the outgoing template or the reply uses PreviousMessages.
Emails that arrive with no Subject header are stored with an empty subject.
When a reply is sent, some strict SMTP servers reject the message with
"550 Missing subject field". Fall back to the formatted reference number
(e.g. "#CONV-42") so the reply always carries a non-empty subject.
Fixes#701
Alias replies now put the +conv tag on the main address, because many alias forwarders bounce + addresses. From now follows the last address we sent from, and a failed re-verify no longer blocks an alias that was verified before.
Opening a conversation used to mark it read even when the agent never scrolled to the new messages or the tab was in the background. Reply notifications in the bell also stayed unread after the agent read the reply.
Now the browser tells the server which message the agent saw. It only does this when the end of the thread is on screen and the tab has focus. The server moves the agent's last seen time forward to that message and never back.
A reply notification counts as read when the agent's last seen time is at or after the reply. "Mark as unread" marks the old reply notifications read first, so the bell stays the same.
Reply emails and pushes wait a little before sending. They are skipped if the agent already read the message or can no longer see the conversation.
Drop the check that blocked one address on two inboxes and simplify sender
lookup, alias verification and IMAP handling. The inbox form now shows the
connected account first, lines up its fields and shows one hint for unsaved aliases.
Expand widget conversations with audience-specific forms, AI handoffs, message previews, and help article translations. Keep existing inbox settings compatible and reject invalid live chat configuration.
Refresh badges on new notifications, bulk actions, snooze and unassign. Drop the second count request that fired on every local status change, look up the timezone once per counts request, and move the count base query into queries.sql.
This implementation uses already tracked contact_last_seen conversation field and compares the message createdAt value.
It's also confirmed that this field is only updated for live chat conversations so email conversations falls back to the single check mark.
Testing done on the embedded widget and working as expected.
Fixes#434
Heap profiles on a large install showed three hot spots: image uploads
decoded the full bitmap twice, every i18n request rebuilt the language
pack, and the hourly time trigger loaded all conversations from the
last 30 days into one slice.
Adds badges with the number of open conversations next to My inbox,
Mentions, Unassigned, All and each personal or shared view. "Open" means
a conversation whose status category is open, so snoozed and resolved
conversations are not counted.
Backend:
- GET /api/v1/conversations/sidebar-counts returns the counts, gated by
the conversations:read permission. Each individual count is additionally
gated server-side by the permission for that list, so an agent never
receives a number for a list they cannot open.
- View counts are unioned into a single statement, so the number of views
does not drive the number of queries.
- The list-type conditions shared by the conversation list and count
queries are extracted into appendListTypeConditions, so both stay in
sync on what each list type means.
- An empty team list now renders as IN (NULL) instead of the invalid
IN (), which an agent holding a team permission without a team hit.
- The feature can be turned off via app.sidebar_counts_enabled, which
defaults to enabled when the setting is missing.
Frontend:
- Counts refresh when switching inboxes, after the agent's own status or
assignee changes, and from new_conversation and status-carrying
conversation_update websocket events.
- Refreshes are throttled and share a short TTL, so bursts of incoming
conversations collapse into a single request. Re-enabling the feature
bypasses the TTL, because being disabled leaves a zeroed result cached.
Refs #466
Co-Authored-By: Claude Opus 5 <noreply@anthropic.com>
Marking a next-response SLA event met or breached never updated
conversations.next_sla_deadline_at, so the conversation kept sorting as if
the reply was still due. Reopening a resolved conversation had the same
problem in reverse: the column stays NULL even though its deadlines are
live again.
Meta accepts only one media per message and sends one status webhook per
message id, so a reply with 3 files is now sent as 3 requests from the reply
box instead of one message that half-succeeded. Drops the partial-send
tracking, markers and retry-attachments button that existed to paper over it.
Abhinav Raut