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>

This commit is contained in:

Tanmay Deep Sharma

2026-06-23 12:22:29 +05:30

committed by

GitHub

co-authored by

Sony Mathew

parent 961ec86ba9

commit 647cfc2d83

12 changed files with 45 additions and 13 deletions

									
										app/javascript/dashboard/components-next/message/constants.js
									
		+1
		
												View File
												
				@@ -90,6 +90,7 @@ export const VOICE_CALL_STATUS = {

				  COMPLETED: 'completed',

				  NO_ANSWER: 'no-answer',

				  FAILED: 'failed',

				  REJECTED: 'rejected',

				};

				export const VOICE_CALL_DIRECTION = {