fix: SLA handling for blocked contacts (#14861)

# Pull Request Template ## Description Blocked contacts are now excluded from SLA assignment, processing, reports, and conversation SLA UI while they remain blocked. Existing SLA records are preserved, and SLA behavior resumes if the contact is unblocked. Fixes https://linear.app/chatwoot/issue/CW-7435/sla-should-not-trigger-for-blocked-contacts ## Type of change - [x] Bug fix (non-breaking change which fixes an issue) ## How Has This Been Tested? - `bundle exec rspec spec/enterprise/models/conversation_spec.rb spec/enterprise/models/applied_sla_spec.rb spec/enterprise/services/enterprise/action_service_spec.rb spec/enterprise/services/sla/evaluate_applied_sla_service_spec.rb spec/enterprise/jobs/sla/process_account_applied_slas_job_spec.rb spec/enterprise/controllers/api/v1/accounts/applied_slas_controller_spec.rb spec/enterprise/controllers/api/v1/accounts/conversations_controller_spec.rb spec/enterprise/controllers/enterprise/api/v1/accounts/conversations_controller_spec.rb spec/enterprise/presenters/conversations/event_data_presenter_spec.rb` — 78 examples, 0 failures - `bundle exec rubocop enterprise/app/controllers/api/v1/accounts/applied_slas_controller.rb enterprise/app/jobs/sla/process_account_applied_slas_job.rb enterprise/app/models/applied_sla.rb enterprise/app/models/enterprise/concerns/conversation.rb enterprise/app/presenters/enterprise/conversations/event_data_presenter.rb enterprise/app/services/enterprise/action_service.rb enterprise/app/services/sla/evaluate_applied_sla_service.rb lib/tasks/apply_sla.rake spec/enterprise/controllers/api/v1/accounts/applied_slas_controller_spec.rb spec/enterprise/controllers/api/v1/accounts/conversations_controller_spec.rb spec/enterprise/controllers/enterprise/api/v1/accounts/conversations_controller_spec.rb spec/enterprise/jobs/sla/process_account_applied_slas_job_spec.rb spec/enterprise/models/applied_sla_spec.rb spec/enterprise/models/conversation_spec.rb spec/enterprise/presenters/conversations/event_data_presenter_spec.rb spec/enterprise/services/enterprise/action_service_spec.rb spec/enterprise/services/sla/evaluate_applied_sla_service_spec.rb` — no offenses - `pnpm exec vitest --no-watch --no-cache --no-coverage app/javascript/dashboard/components/widgets/conversation/specs/ConversationCard.spec.js` — 2 tests passed - `pnpm exec eslint app/javascript/dashboard/components-next/Conversation/ConversationCard/CardMessagePreviewWithMeta.vue app/javascript/dashboard/components-next/Conversation/ConversationCard/ConversationCardExpanded.vue app/javascript/dashboard/components/widgets/conversation/ConversationCard.vue app/javascript/dashboard/components/widgets/conversation/ConversationHeader.vue app/javascript/dashboard/components/widgets/conversation/specs/ConversationCard.spec.js` — passed with existing raw-text warnings in `ConversationHeader.vue` - `git diff --cached --check` — clean ## Checklist: - [x] My code follows the style guidelines of this project - [x] 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 - [x] My changes generate no new warnings - [x] I have added tests that prove my fix is effective or that my feature works - [x] New and existing unit tests pass locally with my changes - [ ] Any dependent changes have been merged and published in downstream modules --------- Co-authored-by: Sivin Varghese <64252451+iamsivin@users.noreply.github.com> Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com>
2026-07-02 14:16:29 +05:30
parent a3c7f3b204
commit 7bf76057c2
25 changed files with 279 additions and 23 deletions
@@ -16,6 +16,10 @@ const props = defineProps({
    type: Array,
    required: true,
  },
+  contact: {
+    type: Object,
+    required: true,
+  },
 });

 const { t } = useI18n();
@@ -49,7 +53,9 @@ const unreadMessagesCount = computed(() => {

 const hasSlaThreshold = computed(() => {
  return (
-    slaCardLabelRef.value?.hasSlaThreshold && props.conversation?.slaPolicyId
+    !props.contact?.blocked &&
+    slaCardLabelRef.value?.hasSlaThreshold &&
+    props.conversation?.appliedSla?.id
  );
 });

@@ -126,6 +126,7 @@ const onCardClick = e => {
        v-show="!showMessagePreviewWithoutMeta"
        ref="cardMessagePreviewWithMetaRef"
        :conversation="conversation"
+        :contact="contact"
        :account-labels="accountLabels"
      />
    </div>
@@ -51,7 +51,9 @@ const unreadCount = computed(() => props.chat.unread_count);
 const slaCardLabel = useTemplateRef('slaCardLabel');

 const hasSlaPolicyId = computed(
-  () => props.chat?.sla_policy_id || slaCardLabel.value?.hasSlaThreshold
+  () =>
+    !props.currentContact?.blocked &&
+    (props.chat?.applied_sla?.id || slaCardLabel.value?.hasSlaThreshold)
 );

 const selectedModel = computed({
@@ -57,7 +57,9 @@ const showMetaSection = computed(() => {
  );
 });

-const hasSlaPolicyId = computed(() => props.chat?.sla_policy_id);
+const hasSlaPolicyId = computed(
+  () => props.chat?.applied_sla?.id && !props.currentContact?.blocked
+);

 const showLabelsSection = computed(() => {
  return props.chat.labels?.length > 0 || hasSlaPolicyId.value;
@@ -93,7 +93,9 @@ const hasMultipleInboxes = computed(
  () => store.getters['inboxes/getInboxes'].length > 1
 );

-const hasSlaPolicyId = computed(() => props.chat?.sla_policy_id);
+const hasSlaPolicyId = computed(
+  () => props.chat?.applied_sla?.id && !currentContact.value?.blocked
+);

 const copyConversationId = async () => {
  try {
@@ -0,0 +1,60 @@
+import { shallowMount } from '@vue/test-utils';
+import ConversationCard from '../ConversationCard.vue';
+
+const defaultChat = {
+  id: 1,
+  labels: [],
+  messages: [],
+  priority: null,
+  unread_count: 0,
+  timestamp: 1700000000,
+  created_at: 1700000000,
+};
+
+const mountComponent = (chat, currentContact = {}) =>
+  shallowMount(ConversationCard, {
+    props: {
+      chat: { ...defaultChat, ...chat },
+      currentContact: {
+        name: 'Jane Doe',
+        thumbnail: '',
+        availability_status: 'offline',
+        ...currentContact,
+      },
+      inbox: { id: 1 },
+    },
+    global: {
+      stubs: {
+        'fluent-icon': true,
+      },
+    },
+  });
+
+describe('ConversationCard', () => {
+  it('does not reserve the labels row when only a persisted SLA policy id is present', () => {
+    const wrapper = mountComponent({ sla_policy_id: 1, applied_sla: null });
+
+    expect(wrapper.findComponent({ name: 'CardLabels' }).exists()).toBe(false);
+  });
+
+  it('shows the labels row when an active applied SLA is present', () => {
+    const wrapper = mountComponent({
+      sla_policy_id: 1,
+      applied_sla: { id: 1 },
+    });
+
+    expect(wrapper.findComponent({ name: 'CardLabels' }).exists()).toBe(true);
+  });
+
+  it('does not reserve the labels row when the contact is blocked', () => {
+    const wrapper = mountComponent(
+      {
+        sla_policy_id: 1,
+        applied_sla: { id: 1 },
+      },
+      { blocked: true }
+    );
+
+    expect(wrapper.findComponent({ name: 'CardLabels' }).exists()).toBe(false);
+  });
+});
@@ -58,5 +58,6 @@ json.last_non_activity_message conversation.messages.where(account_id: conversat
 json.last_activity_at conversation.last_activity_at.to_i
 json.priority conversation.priority
 json.waiting_since conversation.waiting_since.to_i.to_i
-json.sla_policy_id conversation.sla_policy_id
+sla_applicable = !conversation.respond_to?(:sla_applicable?) || conversation.sla_applicable?
+json.sla_policy_id sla_applicable ? conversation.sla_policy_id : nil
 json.partial! 'enterprise/api/v1/conversations/partials/conversation', conversation: conversation if ChatwootApp.enterprise?
@@ -47,7 +47,7 @@ class Api::V1::Accounts::AppliedSlasController < Api::V1::Accounts::EnterpriseAc
  end

  def set_applied_slas
-    initial_query = Current.account.applied_slas.includes(:conversation)
+    initial_query = Current.account.applied_slas.with_sla_applicable_conversation.includes(:conversation)
    @applied_slas = apply_filters(initial_query)
  end

@@ -2,7 +2,7 @@ class Sla::ProcessAccountAppliedSlasJob < ApplicationJob
  queue_as :medium

  def perform(account)
-    account.applied_slas.where(sla_status: %w[active active_with_misses]).each do |applied_sla|
+    account.applied_slas.with_sla_applicable_conversation.where(sla_status: %w[active active_with_misses]).each do |applied_sla|
      Sla::ProcessAppliedSlaJob.perform_later(applied_sla)
    end
  end
@@ -40,6 +40,7 @@ class AppliedSla < ApplicationRecord
                                        joins(:conversation).where(conversations: { assignee_id: assigned_agent_id }) if assigned_agent_id.present?
                                      }
  scope :missed, -> { where(sla_status: %i[missed active_with_misses]) }
+  scope :with_sla_applicable_conversation, -> { where(conversation_id: Conversation.with_sla_applicable_contact.select(:id)) }

  after_update_commit :push_conversation_event

@@ -7,10 +7,16 @@ module Enterprise::Concerns::Conversation
    has_many :sla_events, dependent: :destroy_async
    has_many :calls, dependent: :destroy_async
    has_many :captain_responses, class_name: 'Captain::AssistantResponse', dependent: :nullify, as: :documentable
+    scope :with_sla_applicable_contact, -> { left_joins(:contact).where(contacts: { blocked: [false, nil] }) }
+
    before_validation :validate_sla_policy, if: -> { sla_policy_id_changed? }
    around_save :ensure_applied_sla_is_created, if: -> { sla_policy_id_changed? }
  end

+  def sla_applicable?
+    !contact&.blocked?
+  end
+
  private

  def validate_sla_policy
@@ -20,6 +26,11 @@ module Enterprise::Concerns::Conversation
      return
    end

+    unless sla_applicable?
+      errors.add(:sla_policy, 'cannot be assigned to conversations with blocked contacts')
+      return
+    end
+
    if changes[:sla_policy_id].first.present?
      errors.add(:sla_policy, 'conversation already has a different sla')
      return
@@ -1,13 +1,13 @@
 module Enterprise::Conversations::EventDataPresenter
  def push_data
-    if account.feature_enabled?('sla')
-      super.merge(
-        applied_sla: applied_sla&.push_event_data,
-        sla_events: sla_events.map(&:push_event_data),
-        sla_policy_id: sla_policy_id
-      )
-    else
-      super
-    end
+    return super unless account.feature_enabled?('sla')
+
+    sla_applicable = sla_applicable?
+
+    super.merge(
+      applied_sla: sla_applicable ? applied_sla&.push_event_data : nil,
+      sla_events: sla_applicable ? sla_events.map(&:push_event_data) : [],
+      sla_policy_id: sla_applicable ? sla_policy_id : nil
+    )
  end
 end
@@ -5,6 +5,7 @@ module Enterprise::ActionService
    sla_policy = @account.sla_policies.find_by(id: sla_policy_id.first)
    return if sla_policy.nil?
    return if @conversation.sla_policy.present?
+    return unless @conversation.sla_applicable?

    Rails.logger.info "SLA:: Adding SLA #{sla_policy.id} to conversation: #{@conversation.id}"
    @conversation.update!(sla_policy_id: sla_policy.id)
@@ -2,6 +2,8 @@ class Sla::EvaluateAppliedSlaService
  pattr_initialize [:applied_sla!]

  def perform
+    return unless conversation.sla_applicable?
+
    check_frt
    check_nrt
    check_rt
@@ -1,10 +1,15 @@
 if conversation.account.feature_enabled?('sla')
-  json.applied_sla do
-    json.partial! 'api/v1/models/applied_sla', formats: [:json], resource: conversation.applied_sla if conversation.applied_sla.present?
-  end
-  json.sla_events do
-    json.array! conversation.sla_events do |sla_event|
-      json.partial! 'api/v1/models/sla_event', formats: [:json], sla_event: sla_event
+  if conversation.sla_applicable?
+    json.applied_sla do
+      json.partial! 'api/v1/models/applied_sla', formats: [:json], resource: conversation.applied_sla if conversation.applied_sla.present?
    end
+    json.sla_events do
+      json.array! conversation.sla_events do |sla_event|
+        json.partial! 'api/v1/models/sla_event', formats: [:json], sla_event: sla_event
+      end
+    end
+  else
+    json.applied_sla nil
+    json.sla_events []
  end
 end
@@ -62,7 +62,9 @@ namespace :sla do
      exit(1)
    end

-    conversations = account.conversations.where(sla_policy_id: nil).order(id: :desc).limit(batch_size)
+    conversations = account.conversations.where(sla_policy_id: nil)
+    conversations = conversations.with_sla_applicable_contact if conversations.respond_to?(:with_sla_applicable_contact)
+    conversations = conversations.order(id: :desc).limit(batch_size)
    total_count = conversations.count

    if total_count.zero?
@@ -37,6 +37,21 @@ RSpec.describe 'Applied SLAs API', type: :request do
        expect(body).to include('hit_rate' => '0.0%')
      end

+      it 'excludes conversations with blocked contacts from metrics' do
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1, sla_status: 'missed')
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation2, sla_status: 'missed')
+        conversation2.contact.update!(blocked: true)
+
+        get "/api/v1/accounts/#{account.id}/applied_slas/metrics",
+            headers: administrator.create_new_auth_token
+        expect(response).to have_http_status(:success)
+        body = JSON.parse(response.body)
+
+        expect(body).to include('total_applied_slas' => 1)
+        expect(body).to include('number_of_sla_misses' => 1)
+        expect(body).to include('hit_rate' => '0.0%')
+      end
+
      it 'filters sla metrics based on a date range' do
        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1, created_at: 10.days.ago)
        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation2, created_at: 3.days.ago)
@@ -131,6 +146,21 @@ RSpec.describe 'Applied SLAs API', type: :request do
        expect(csv_data.size).to eq(3)
        expect(csv_data[1][0].to_i).to eq(conversation1.display_id)
      end
+
+      it 'excludes conversations with blocked contacts from the CSV file' do
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1, sla_status: 'missed')
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation2, sla_status: 'missed')
+        conversation2.contact.update!(blocked: true)
+
+        get "/api/v1/accounts/#{account.id}/applied_slas/download",
+            headers: administrator.create_new_auth_token
+
+        expect(response).to have_http_status(:success)
+        csv_data = CSV.parse(response.body)
+        csv_data.reject! { |row| row.all?(&:nil?) }
+        expect(csv_data.size).to eq(2)
+        expect(csv_data[1][0].to_i).to eq(conversation1.display_id)
+      end
    end
  end

@@ -156,6 +186,21 @@ RSpec.describe 'Applied SLAs API', type: :request do
        expect(body['meta']).to include('count' => 1)
      end

+      it 'excludes conversations with blocked contacts' do
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1, sla_status: 'missed')
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation2, sla_status: 'missed')
+        conversation2.contact.update!(blocked: true)
+
+        get "/api/v1/accounts/#{account.id}/applied_slas",
+            headers: administrator.create_new_auth_token
+        expect(response).to have_http_status(:success)
+        body = JSON.parse(response.body)
+
+        expect(body['payload'].size).to eq(1)
+        expect(body['payload'].first['conversation']['id']).to eq(conversation1.display_id)
+        expect(body['meta']).to include('count' => 1)
+      end
+
      it 'filters applied slas based on a date range' do
        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1, created_at: 10.days.ago, sla_status: 'missed')
        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation2, created_at: 3.days.ago, sla_status: 'missed')
@@ -18,6 +18,21 @@ RSpec.describe 'Conversations API', type: :request do
      expect(response.parsed_body['sla_events'].first['id']).to eq(sla_event.id)
    end

+    it 'returns cleared SLA data when the contact is blocked' do
+      account.enable_features!('sla')
+      conversation = create(:conversation, account: account)
+      applied_sla = create(:applied_sla, conversation: conversation)
+      create(:sla_event, conversation: conversation, applied_sla: applied_sla)
+      conversation.contact.update!(blocked: true)
+
+      get "/api/v1/accounts/#{account.id}/conversations/#{conversation.display_id}", headers: administrator.create_new_auth_token
+
+      expect(response).to have_http_status(:ok)
+      expect(response.parsed_body['sla_policy_id']).to be_nil
+      expect(response.parsed_body['applied_sla']).to be_nil
+      expect(response.parsed_body['sla_events']).to eq([])
+    end
+
    it 'does not return SLA data for the conversation if the feature is disabled' do
      account.disable_features!('sla')
      conversation = create(:conversation, account: account)
@@ -36,6 +36,19 @@ RSpec.describe 'Enterprise Conversations API', type: :request do
        expect(response).to have_http_status(:unprocessable_entity)
        expect(JSON.parse(response.body, symbolize_names: true)[:message]).to eq('Sla policy conversation already has a different sla')
      end
+
+      it 'throws error if conversation contact is blocked' do
+        conversation.contact.update!(blocked: true)
+
+        patch "/api/v1/accounts/#{account.id}/conversations/#{conversation.display_id}",
+              params: params,
+              headers: agent.create_new_auth_token,
+              as: :json
+
+        expect(response).to have_http_status(:unprocessable_entity)
+        expect(JSON.parse(response.body, symbolize_names: true)[:message])
+          .to eq('Sla policy cannot be assigned to conversations with blocked contacts')
+      end
    end
  end
 end
@@ -8,6 +8,11 @@ RSpec.describe Sla::ProcessAccountAppliedSlasJob do
    let!(:hit_applied_sla) { create(:applied_sla, account: account, sla_policy: sla_policy, sla_status: 'hit') }
    let!(:miss_applied_sla) { create(:applied_sla, account: account, sla_policy: sla_policy, sla_status: 'missed') }
    let!(:active_with_misses_applied_sla) { create(:applied_sla, account: account, sla_policy: sla_policy, sla_status: 'active_with_misses') }
+    let!(:blocked_contact_applied_sla) { create(:applied_sla, account: account, sla_policy: sla_policy, sla_status: 'active') }
+
+    before do
+      blocked_contact_applied_sla.conversation.contact.update!(blocked: true)
+    end

    it 'enqueues the job' do
      expect { described_class.perform_later(account) }.to have_enqueued_job(described_class)
@@ -18,6 +23,7 @@ RSpec.describe Sla::ProcessAccountAppliedSlasJob do
    it 'calls the ProcessAppliedSlaJob for both active and active_with_misses' do
      expect(Sla::ProcessAppliedSlaJob).to receive(:perform_later).with(active_with_misses_applied_sla).and_call_original
      expect(Sla::ProcessAppliedSlaJob).to receive(:perform_later).with(applied_sla).and_call_original
+      expect(Sla::ProcessAppliedSlaJob).not_to receive(:perform_later).with(blocked_contact_applied_sla)
      described_class.perform_now(account)
    end

@@ -70,6 +70,20 @@ RSpec.describe AppliedSla, type: :model do
    end
  end

+  describe '.with_sla_applicable_conversation' do
+    it 'excludes blocked contacts and keeps conversations with missing contacts' do
+      applied_sla = create(:applied_sla)
+      blocked_applied_sla = create(:applied_sla)
+      missing_contact_applied_sla = create(:applied_sla)
+
+      blocked_applied_sla.conversation.contact.update!(blocked: true)
+      missing_contact_applied_sla.conversation.update_columns(contact_id: nil, contact_inbox_id: nil) # rubocop:disable Rails/SkipsModelValidations
+
+      expect(described_class.with_sla_applicable_conversation).to include(applied_sla, missing_contact_applied_sla)
+      expect(described_class.with_sla_applicable_conversation).not_to include(blocked_applied_sla)
+    end
+  end
+
  describe '#frt_due_at' do
    it 'returns nil when first_response_time_threshold is blank' do
      applied_sla = create(:applied_sla)
@@ -59,6 +59,30 @@ RSpec.describe Conversation, type: :model do
        conversation.save!
        expect(conversation.applied_sla.sla_policy_id).to eq(sla_policy.id)
      end
+
+      it 'throws error if contact is blocked' do
+        conversation.contact.update!(blocked: true)
+        conversation.sla_policy = sla_policy
+
+        expect(conversation.valid?).to be false
+        expect(conversation.errors[:sla_policy]).to eq(['cannot be assigned to conversations with blocked contacts'])
+      end
+
+      it 'allows assigning sla after contact is unblocked' do
+        conversation.contact.update!(blocked: true)
+        conversation.contact.update!(blocked: false)
+        conversation.sla_policy = sla_policy
+
+        conversation.save!
+
+        expect(conversation.applied_sla.sla_policy_id).to eq(sla_policy.id)
+      end
+
+      it 'keeps existing behavior when contact is missing' do
+        conversation.update_columns(contact_id: nil, contact_inbox_id: nil) # rubocop:disable Rails/SkipsModelValidations
+
+        expect(conversation.reload.sla_applicable?).to be true
+      end
    end

    context 'when conversation already has a different sla' do
@@ -20,6 +20,19 @@ RSpec.describe Conversations::EventDataPresenter do
      )
    end

+    it 'returns push event payload without active sla data when contact is blocked' do
+      conversation.account.enable_features!('sla')
+      conversation.contact.update!(blocked: true)
+
+      expect(presenter.push_data).to include(
+        {
+          applied_sla: nil,
+          sla_events: [],
+          sla_policy_id: nil
+        }
+      )
+    end
+
    it 'returns push event payload without applied sla & sla events if the feature is disabled' do
      conversation.account.disable_features!('sla')

@@ -20,6 +20,13 @@ describe ActionService do
        expect(applied_sla.conversation_id).to eq(conversation.id)
        expect(applied_sla.sla_status).to eq('active')
      end
+
+      it 'does not add the sla policy when contact is blocked' do
+        conversation.contact.update!(blocked: true)
+
+        expect { action_service.add_sla([sla_policy.id]) }.not_to change(AppliedSla, :count)
+        expect(conversation.reload.sla_policy_id).to be_nil
+      end
    end

    context 'when sla_policy_id is not present' do
@@ -19,6 +19,29 @@ RSpec.describe Sla::EvaluateAppliedSlaService do
  end
  let!(:applied_sla) { conversation.applied_sla }

+  describe '#perform - blocked contacts' do
+    before do
+      applied_sla.sla_policy.update(first_response_time_threshold: 1.hour, resolution_time_threshold: 1.hour)
+      conversation.contact.update!(blocked: true)
+    end
+
+    it 'does not create SLA events or update SLA status' do
+      described_class.new(applied_sla: applied_sla).perform
+
+      expect(SlaEvent.where(applied_sla: applied_sla)).not_to exist
+      expect(applied_sla.reload.sla_status).to eq('active')
+    end
+
+    it 'does not mark resolved conversations as hit or missed' do
+      conversation.resolved!
+
+      described_class.new(applied_sla: applied_sla).perform
+
+      expect(SlaEvent.where(applied_sla: applied_sla)).not_to exist
+      expect(applied_sla.reload.sla_status).to eq('active')
+    end
+  end
+
  describe '#perform - SLA misses' do
    context 'when first response SLA is missed' do
      before { applied_sla.sla_policy.update(first_response_time_threshold: 1.hour) }