feat: exclude stale conversations via assignment policy age threshold (#14766)

## Linear ticket - https://linear.app/chatwoot/issue/CW-7137/assignment-v2-backlog-flush-overloads-agents ## Description Assignment policies now skip stale unassigned conversations automatically. Each policy carries an age threshold (defaults to 7 days), so auto-assignment only picks up recent backlog instead of draining very old, forgotten conversations. The threshold is configurable per policy and can be cleared to assign conversations regardless of age. Previously this control existed only on Enterprise capacity policies (`exclude_older_than_hours`); it now lives on the assignment policy itself, so every V2 inbox benefits without needing a capacity policy. ## Type of change - [ ] New feature (non-breaking change which adds functionality) ## How Has This Been Tested? - Local UI flows ## Screenshots? <img width="645" height="822" alt="image" src="https://github.com/user-attachments/assets/ec58db86-c1fa-4f9e-be87-2e24ff02e077" /> ## 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>
2026-06-23 12:22:45 +05:30
parent 647cfc2d83
commit df79c0bbde
14 changed files with 177 additions and 20 deletions
@@ -798,10 +798,14 @@
        },
        "FAIR_DISTRIBUTION": {
          "LABEL": "Fair distribution policy",
-          "DESCRIPTION": "Set the maximum number of conversations that can be assigned per agent within a time window to avoid overloading any one agent. This required field defaults to 100 conversations per hour.",
+          "DESCRIPTION": "Cap conversations per agent within a time window to avoid overload. Defaults to 100 per hour.",
          "INPUT_MAX": "Assign max",
          "DURATION": "Conversations per agent in every"
        },
+        "EXCLUDE_OLDER_THAN": {
+          "LABEL": "Skip stale conversations",
+          "DESCRIPTION": "Skip unassigned conversations older than this. Defaults to 7 days; clear to disable."
+        },
        "INBOXES": {
          "LABEL": "Added inboxes",
          "DESCRIPTION": "Add inboxes for which this policy will be applicable.",
@@ -10,6 +10,9 @@ export const LONGEST_WAITING = 'longest_waiting';
 export const DEFAULT_FAIR_DISTRIBUTION_LIMIT = 100;
 export const DEFAULT_FAIR_DISTRIBUTION_WINDOW = 3600;

+// Default age threshold for excluding stale unassigned conversations (7 days)
+export const DEFAULT_EXCLUDE_OLDER_THAN_HOURS = 168;
+
 // Options groupings
 export const OPTIONS = {
  ORDER: [ROUND_ROBIN, BALANCED],
@@ -106,6 +106,7 @@ const formData = computed(() => ({
    selectedPolicy.value?.conversationPriority || EARLIEST_CREATED,
  fairDistributionLimit: selectedPolicy.value?.fairDistributionLimit || 100,
  fairDistributionWindow: selectedPolicy.value?.fairDistributionWindow || 3600,
+  excludeOlderThanHours: selectedPolicy.value?.excludeOlderThanHours ?? null,
 }));

 const handleDeleteInbox = async inboxId => {
@@ -8,6 +8,8 @@ import RadioCard from 'dashboard/components-next/radioCard/RadioCard.vue';
 import FairDistribution from 'dashboard/components-next/AssignmentPolicy/components/FairDistribution.vue';
 import DataTable from 'dashboard/components-next/AssignmentPolicy/components/DataTable.vue';
 import AddDataDropdown from 'dashboard/components-next/AssignmentPolicy/components/AddDataDropdown.vue';
+import DurationInput from 'dashboard/components-next/input/DurationInput.vue';
+import { DURATION_UNITS } from 'dashboard/components-next/input/constants';
 import WithLabel from 'v3/components/Form/WithLabel.vue';
 import Button from 'dashboard/components-next/button/Button.vue';
 import {
@@ -16,6 +18,7 @@ import {
  EARLIEST_CREATED,
  DEFAULT_FAIR_DISTRIBUTION_LIMIT,
  DEFAULT_FAIR_DISTRIBUTION_WINDOW,
+  DEFAULT_EXCLUDE_OLDER_THAN_HOURS,
 } from 'dashboard/routes/dashboard/settings/assignmentPolicy/constants';

 const props = defineProps({
@@ -28,6 +31,7 @@ const props = defineProps({
      conversationPriority: EARLIEST_CREATED,
      fairDistributionLimit: DEFAULT_FAIR_DISTRIBUTION_LIMIT,
      fairDistributionWindow: DEFAULT_FAIR_DISTRIBUTION_WINDOW,
+      excludeOlderThanHours: DEFAULT_EXCLUDE_OLDER_THAN_HOURS,
    }),
  },
  mode: {
@@ -56,7 +60,6 @@ const props = defineProps({
    default: false,
  },
 });
-
 const emit = defineEmits([
  'submit',
  'addInbox',
@@ -64,6 +67,9 @@ const emit = defineEmits([
  'navigateToInbox',
  'validationChange',
 ]);
+// Duration limits for the stale-conversation threshold: 1 hour to 999 days (in minutes)
+const MIN_EXCLUSION_MINUTES = 60;
+const MAX_EXCLUSION_MINUTES = 1438560;

 const { t } = useI18n();
 const route = useRoute();
@@ -83,12 +89,28 @@ const state = reactive({
  conversationPriority: EARLIEST_CREATED,
  fairDistributionLimit: DEFAULT_FAIR_DISTRIBUTION_LIMIT,
  fairDistributionWindow: DEFAULT_FAIR_DISTRIBUTION_WINDOW,
+  excludeOlderThanHours: DEFAULT_EXCLUDE_OLDER_THAN_HOURS,
 });

 const validationState = ref({
  isValid: false,
 });

+const exclusionUnit = ref(DURATION_UNITS.DAYS);
+
+// DurationInput works in minutes; the policy stores hours, so bridge the two
+const excludeOlderThanMinutes = computed({
+  get() {
+    return state.excludeOlderThanHours == null
+      ? null
+      : state.excludeOlderThanHours * 60;
+  },
+  set(minutes) {
+    state.excludeOlderThanHours =
+      minutes == null ? null : Math.round(minutes / 60);
+  },
+});
+
 const createOption = (
  type,
  key,
@@ -170,6 +192,7 @@ const resetForm = () => {
    conversationPriority: EARLIEST_CREATED,
    fairDistributionLimit: DEFAULT_FAIR_DISTRIBUTION_LIMIT,
    fairDistributionWindow: DEFAULT_FAIR_DISTRIBUTION_WINDOW,
+    excludeOlderThanHours: DEFAULT_EXCLUDE_OLDER_THAN_HOURS,
  });
 };

@@ -177,10 +200,17 @@ const handleSubmit = () => {
  emit('submit', { ...state });
 };

+// Pick the display unit from the stored value so non-day thresholds (e.g. 25h) don't get floored
+const detectExclusionUnit = hours => {
+  exclusionUnit.value =
+    hours && hours % 24 !== 0 ? DURATION_UNITS.HOURS : DURATION_UNITS.DAYS;
+};
+
 watch(
  () => props.initialData,
  newData => {
    Object.assign(state, newData);
+    detectExclusionUnit(newData.excludeOlderThanHours);
  },
  { immediate: true, deep: true }
 );
@@ -247,6 +277,27 @@ defineExpose({
          v-model:window-unit="state.windowUnit"
        />
      </div>
+
+      <div class="pt-4 pb-2 flex-col flex gap-4">
+        <div class="flex flex-col items-start gap-1 py-1">
+          <label class="text-sm font-medium text-n-slate-12 py-1">
+            {{ t(`${BASE_KEY}.FORM.EXCLUDE_OLDER_THAN.LABEL`) }}
+          </label>
+          <p class="mb-0 text-n-slate-11 text-sm">
+            {{ t(`${BASE_KEY}.FORM.EXCLUDE_OLDER_THAN.DESCRIPTION`) }}
+          </p>
+        </div>
+        <div
+          class="flex items-center gap-2 [&>select]:!bg-n-alpha-2 [&>select]:!outline-none [&>select]:hover:brightness-110"
+        >
+          <DurationInput
+            v-model:unit="exclusionUnit"
+            v-model:model-value="excludeOlderThanMinutes"
+            :min="MIN_EXCLUSION_MINUTES"
+            :max="MAX_EXCLUSION_MINUTES"
+          />
+        </div>
+      </div>
    </div>

    <Button