feat: distinguish agent-declined calls with a rejected status (#14783)

## Linear ticket
-
https://linear.app/chatwoot/issue/CW-7374/agent-declined-voice-calls-miscounted-as-failed

## Description

Agent rejections were stored with status: failed, so call reports lumped
deliberate declines together with real technical failure.

Fix: give declines their own terminal rejected status (Twilio + WhatsApp
paths), keeping end_reason: agent_rejected. Genuine provider/network
failures stay failed. Frontend renders declines exactly as before;
existing rows backfilled via migration.

## Type of change

- [ ] Bug fix (non-breaking change which fixes an issue)

## How Has This Been Tested?

- Tested on UI

## 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

---------

Co-authored-by: Sony Mathew <sony@chatwoot.com>

app/javascript/dashboard/components-next/Conversation/ConversationCard/VoiceCallStatus.vue

@@ -20,6 +20,7 @@ const ICON_MAP = {
   [VOICE_CALL_STATUS.IN_PROGRESS]: 'i-ph-phone-call',
   [VOICE_CALL_STATUS.NO_ANSWER]: 'i-ph-phone-x',
   [VOICE_CALL_STATUS.FAILED]: 'i-ph-phone-x',
+  [VOICE_CALL_STATUS.REJECTED]: 'i-ph-phone-x',
 };
 
 const COLOR_MAP = {
@@ -28,13 +29,18 @@ const COLOR_MAP = {
   [VOICE_CALL_STATUS.COMPLETED]: 'text-n-slate-11',
   [VOICE_CALL_STATUS.NO_ANSWER]: 'text-n-ruby-9',
   [VOICE_CALL_STATUS.FAILED]: 'text-n-ruby-9',
+  [VOICE_CALL_STATUS.REJECTED]: 'text-n-ruby-9',
 };
 
 const isOutbound = computed(
   () => props.direction === VOICE_CALL_DIRECTION.OUTBOUND
 );
 const isFailed = computed(() =>
-  [VOICE_CALL_STATUS.NO_ANSWER, VOICE_CALL_STATUS.FAILED].includes(props.status)
+  [
+    VOICE_CALL_STATUS.NO_ANSWER,
+    VOICE_CALL_STATUS.FAILED,
+    VOICE_CALL_STATUS.REJECTED,
+  ].includes(props.status)
 );
 
 const labelKey = computed(() => {

app/javascript/dashboard/components-next/message/bubbles/VoiceCall.vue

@@ -34,6 +34,7 @@ const ICON_MAP = {
   [VOICE_CALL_STATUS.COMPLETED]: 'i-ph-phone-bold',
   [VOICE_CALL_STATUS.NO_ANSWER]: 'i-ph-phone-x-bold',
   [VOICE_CALL_STATUS.FAILED]: 'i-ph-phone-x-bold',
+  [VOICE_CALL_STATUS.REJECTED]: 'i-ph-phone-x-bold',
 };
 
 const { t } = useI18n();
@@ -81,7 +82,11 @@ const isWhatsapp = computed(
   () => call.value?.provider === VOICE_CALL_PROVIDERS.WHATSAPP
 );
 const isFailed = computed(() =>
-  [VOICE_CALL_STATUS.NO_ANSWER, VOICE_CALL_STATUS.FAILED].includes(status.value)
+  [
+    VOICE_CALL_STATUS.NO_ANSWER,
+    VOICE_CALL_STATUS.FAILED,
+    VOICE_CALL_STATUS.REJECTED,
+  ].includes(status.value)
 );
 const isMissedInbound = computed(() => isFailed.value && !isOutbound.value);
 const endReason = computed(() => call.value?.endReason);

app/javascript/dashboard/components-next/message/constants.js

@@ -90,6 +90,7 @@ export const VOICE_CALL_STATUS = {
   COMPLETED: 'completed',
   NO_ANSWER: 'no-answer',
   FAILED: 'failed',
+  REJECTED: 'rejected',
 };
 
 export const VOICE_CALL_DIRECTION = {

app/javascript/dashboard/components/widgets/conversation/VoiceCallStatus.vue

@@ -21,6 +21,7 @@ const ICON_MAP = {
   [VOICE_CALL_STATUS.IN_PROGRESS]: 'i-ph-phone-call',
   [VOICE_CALL_STATUS.NO_ANSWER]: 'i-ph-phone-x',
   [VOICE_CALL_STATUS.FAILED]: 'i-ph-phone-x',
+  [VOICE_CALL_STATUS.REJECTED]: 'i-ph-phone-x',
 };
 
 const COLOR_MAP = {
@@ -29,13 +30,18 @@ const COLOR_MAP = {
   [VOICE_CALL_STATUS.COMPLETED]: 'text-n-slate-11',
   [VOICE_CALL_STATUS.NO_ANSWER]: 'text-n-ruby-9',
   [VOICE_CALL_STATUS.FAILED]: 'text-n-ruby-9',
+  [VOICE_CALL_STATUS.REJECTED]: 'text-n-ruby-9',
 };
 
 const isOutbound = computed(
   () => props.direction === VOICE_CALL_DIRECTION.OUTBOUND
 );
 const isFailed = computed(() =>
-  [VOICE_CALL_STATUS.NO_ANSWER, VOICE_CALL_STATUS.FAILED].includes(props.status)
+  [
+    VOICE_CALL_STATUS.NO_ANSWER,
+    VOICE_CALL_STATUS.FAILED,
+    VOICE_CALL_STATUS.REJECTED,
+  ].includes(props.status)
 );
 
 const labelKey = computed(() => {

app/javascript/dashboard/helper/voice.js

@@ -7,6 +7,7 @@ export const TERMINAL_STATUSES = [
   'completed',
   'busy',
   'failed',
+  'rejected',
   'no-answer',
   'canceled',
   'missed',

db/migrate/20260618000000_backfill_rejected_call_status.rb

@@ -0,0 +1,9 @@
+class BackfillRejectedCallStatus < ActiveRecord::Migration[7.1]
+  def up
+    execute("UPDATE calls SET status = 'rejected' WHERE status = 'failed' AND end_reason = 'agent_rejected'")
+  end
+
+  def down
+    execute("UPDATE calls SET status = 'failed' WHERE status = 'rejected' AND end_reason = 'agent_rejected'")
+  end
+end

enterprise/app/controllers/api/v1/accounts/conference_controller.rb

@@ -74,9 +74,9 @@ class Api::V1::Accounts::ConferenceController < Api::V1::Accounts::BaseControlle
     rejected = call.with_lock do
       next false unless agent_rejecting_before_pickup?(call)
 
-      call.update!(status: 'failed', end_reason: 'agent_rejected', accepted_by_agent_id: Current.user.id)
+      call.update!(status: 'rejected', end_reason: 'agent_rejected', accepted_by_agent_id: Current.user.id)
       true
     end
-    Voice::CallMessageBuilder.new(call).update_status!(status: 'failed', agent: Current.user) if rejected
+    Voice::CallMessageBuilder.new(call).update_status!(status: 'rejected', agent: Current.user) if rejected
   end
 end

enterprise/app/models/call.rb

@@ -29,8 +29,8 @@
 #  index_calls_on_provider_and_provider_call_id   (provider,provider_call_id) UNIQUE
 #
 class Call < ApplicationRecord
-  STATUSES = %w[ringing in_progress completed no_answer failed].freeze
-  TERMINAL_STATUSES = %w[completed no_answer failed].freeze
+  STATUSES = %w[ringing in_progress completed no_answer failed rejected].freeze
+  TERMINAL_STATUSES = %w[completed no_answer failed rejected].freeze
 
   store_accessor :meta, :conference_sid, :twilio_conference_sid, :recording_sid, :parent_call_sid, :initiated_at, :ended_at
 

enterprise/app/services/whatsapp/call_service.rb

@@ -21,7 +21,7 @@ class Whatsapp::CallService
 
       invoke_provider!(:reject_call)
       call.update!(accepted_by_agent_id: agent.id) if call.accepted_by_agent_id.nil?
-      finalize_call('failed', end_reason: 'agent_rejected')
+      finalize_call('rejected', end_reason: 'agent_rejected')
     end
     call
   end

spec/enterprise/controllers/api/v1/accounts/conference_controller_spec.rb

@@ -143,7 +143,7 @@ RSpec.describe Api::V1::Accounts::ConferenceController, type: :request do
         )
       end
 
-      it 'ends the conference for the resolved call' do
+      it 'ends the conference and marks a pre-pickup hangup as rejected' do
         delete "/api/v1/accounts/#{account.id}/inboxes/#{voice_inbox.id}/conference",
                headers: agent.create_new_auth_token,
                params: { conversation_id: conversation.display_id, call_sid: 'CALL123' }
@@ -151,6 +151,9 @@ RSpec.describe Api::V1::Accounts::ConferenceController, type: :request do
         expect(response).to have_http_status(:ok)
         expect(response.parsed_body['id']).to eq(conversation.display_id)
         expect(conference_service).to have_received(:end_conference)
+        call = Call.find_by(provider_call_id: 'CALL123')
+        expect(call.status).to eq('rejected')
+        expect(call.end_reason).to eq('agent_rejected')
       end
 
       it 'does not allow ending conferences for calls from inboxes without access' do

spec/enterprise/controllers/api/v1/accounts/whatsapp_calls_controller_spec.rb

@@ -68,7 +68,7 @@ RSpec.describe 'WhatsApp Calls API', type: :request do
            headers: agent.create_new_auth_token
 
       expect(response).to have_http_status(:ok)
-      expect(call.reload.status).to eq('failed')
+      expect(call.reload.status).to eq('rejected')
     end
   end
 

spec/enterprise/services/whatsapp/call_service_spec.rb

@@ -84,13 +84,14 @@ describe Whatsapp::CallService do
   describe '#reject' do
     before { allow(provider_service).to receive(:reject_call).and_return(true) }
 
-    it 'tells Meta to reject and finalizes the call as failed' do
+    it 'tells Meta to reject and finalizes the call as rejected' do
       described_class.new(call: call, agent: agent).reject
 
       expect(provider_service).to have_received(:reject_call).with('wacid_abc')
-      expect(call.reload.status).to eq('failed')
+      expect(call.reload.status).to eq('rejected')
+      expect(call.end_reason).to eq('agent_rejected')
       expect(ActionCable.server).to have_received(:broadcast).with(
-        "account_#{account.id}", hash_including(event: 'voice_call.ended', data: hash_including(status: 'failed'))
+        "account_#{account.id}", hash_including(event: 'voice_call.ended', data: hash_including(status: 'rejected'))
       )
     end