CSAT scores are helpful, but on their own they rarely tell the full
story. A drop in rating can come from delayed timelines, unclear
expectations, or simple misunderstandings, even when the issue itself
was handled correctly.
Review Notes for CSAT let admins/report manager roles add internal-only
context next to each CSAT response. This makes it easier to interpret
scores properly and focus on patterns and root causes, not just numbers.
<img width="2170" height="1680" alt="image"
src="https://github.com/user-attachments/assets/56df7fab-d0a7-4a94-95b9-e4c459ad33d5"
/>
### Why this matters
* Capture the real context behind individual CSAT ratings
* Clarify whether a low score points to a genuine service issue or a
process gap
* Spot recurring themes across conversations and teams
* Make CSAT reviews more useful for leadership reviews and
retrospectives
### How Review Notes work
**View CSAT responses**
Open the CSAT report to see overall metrics, rating distribution, and
individual responses.
**Add a Review Note**
For any CSAT entry, managers can add a Review Note directly below the
customer’s feedback.
**Document internal insights**
Use Review Notes to capture things like:
* Why a score was lower or higher than expected
* Patterns you are seeing across similar cases
* Observations around communication, timelines, or customer expectations
Review Notes are visible only to administrators and people with report
access only. We may expand visibility to agents in the future based on
feedback. However, customers never see them.
Each note clearly shows who added it and when, making it easy to review
context and changes over time.
## Description
- Replaces Stripe Checkout session flow with direct card charging for AI
credit top-ups
- Adds a two-step confirmation modal (select package → confirm purchase)
for better UX
- Creates Stripe invoice directly and charges the customer's default
payment method immediately
## Type of change
- [ ] New feature (non-breaking change which adds functionality)
## How Has This Been Tested?
- Using the specs
- UI manual test cases
<img width="945" height="580" alt="image"
src="https://github.com/user-attachments/assets/52bdad46-cd0e-4927-b13f-54c6b6353bcc"
/>
<img width="945" height="580" alt="image"
src="https://github.com/user-attachments/assets/231bc7e9-41ac-440d-a93d-cba45a4d3e3e"
/>
## 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: Shivam Mishra <scm.mymail@gmail.com>
This PR improves the voice call creation flow by simplifying
configuration and automating setup with Twilio APIs.
references: #11602 , #11481
## Key changes
- Removed the requirement for twiml_app_sid – provisioning is now
automated through APIs.
- Auto-configured webhook URLs for:
- Voice number callbacks
- Status callbacks
- twiML callbacks
- Disabled business hours, help center, and related options until voice
inbox is fully supported.
- Added a configuration tab in the voice inbox to display the required
Twilio URLs (to make verification easier in Twilio console).
## Test Cases
- Provisioning
- Create a new voice inbox → verify that Twilio app provisioning happens
automatically.
- Verify twiML callback
- Webhook configuration
- Check that both voice number callback and status callback URLs are
auto-populated in Twilio.
- Disabled features
- Confirm that business hours and help center options are
hidden/disabled for voice inbox.
- Configuration tab
- Open the voice inbox configuration tab → verify that the displayed
Twilio URLs match what’s set in Twilio.
# Pull Request Template
## Description
Fixes
[CW-4620](https://linear.app/chatwoot/issue/CW-4620/rethinking-custom-domains-in-chatwoot)
<img width="642" height="187" alt="Screenshot 2025-07-29 at 8 17 44 PM"
src="https://github.com/user-attachments/assets/ad2f5dac-4b27-4dce-93ca-6cbba74443fb"
/>
## Type of change
- [x] New feature (non-breaking change which adds functionality)
## How Has This Been Tested?
## Checklist:
- [x] My code follows the style guidelines of this project
- [x] I have performed a self-review of my code
- [x] 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: Vishnu Narayanan <iamwishnu@gmail.com>
Co-authored-by: Pranav <pranavrajs@gmail.com>
Co-authored-by: Pranav <pranav@chatwoot.com>
Disable features/show billing upgrade for accounts with more users than
the one in the license.
---------
Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com>
This PR introduces a new channel type for voice conversations.
ref: #11481
## Changes
- Add database migration for channel_voice table with phone_number and
provider_config
- Create Channel::Voice model with E.164 phone number validation and
Twilio config validation
- Add voice channel association to Account model
- Extend inbox helpers and types to support voice channels
- Add voice channel setup UI with Twilio configuration form
- Include voice channel in channel factory and list components
- Add API routes and store actions for voice channel creation
- Add comprehensive translations for voice channel management
---------
Co-authored-by: Sivin Varghese <64252451+iamsivin@users.noreply.github.com>
Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com>
Co-authored-by: iamsivin <iamsivin@gmail.com>
- Removes the portal_members table and all associated records
- Updates policies to use custom roles with knowledge_base_manage
permission
- Updates controllers, models, and views to work without portal
membership
- Adds tests for the new permission model
## Description
Add account delete option in the user account settings.
Fixes#1555
## Type of change
- [ ] New feature (non-breaking change which adds functionality)
## Checklist:
- [ ] My code follows the style guidelines of this project
- [ ] I have performed a self-review of my own 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: Sojan Jose <sojan@pepalo.com>
Co-authored-by: Sojan Jose <sojan.official@gmail.com>
Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com>
# Pull Request Template
## Description
This PR will replace the upgrade banner with an upgrade page view.
## Type of change
- [x] Bug fix (non-breaking change which fixes an issue)
## How Has This Been Tested?
### Loom video
https://www.loom.com/share/0f2b4b09acdd4404bf3211184a470227?sid=7ed60a99-0299-4642-b907-2af8c4dcc643
## Checklist:
- [x] My code follows the style guidelines of this project
- [x] I have performed a self-review of my code
- [x] 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
- [ ] 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: Pranav <pranavrajs@gmail.com>
This PR introduces several improvements to the Captain AI dashboard
section:
- New billing page, with new colors, layout and meters for Captain usage
- Updated the base paywall component to use new colors
- Updated PageLayout.vue, it's more generic and can be used for other
pages as well
- Use flags to toggle empty state and loading state
- Add prop for `featureFlag` to show the paywall slot based on feature
enabled on account
- Update `useAccount` to add a `isCloudFeatureEnabled`
- **Removed feature flag checks from captain route definitions**, so the
captain entry will always be visible on the sidebar
- Add banner to Captain pages for the following cases
- Responses usage is over 80%
- Documents limit is fully exhausted
### Screenshots
<details><summary>Free plan</summary>
<p>
</p>
</details>
<details><summary>Paid plan</summary>
<p>
</p>
</details>
---------
Co-authored-by: Sojan Jose <sojan@pepalo.com>
Co-authored-by: Pranav <pranav@chatwoot.com>
Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com>
- Fixed Firecrawl webhook payloads to ensure proper data handling and
delivery.
- Removed unused Robin AI code to improve codebase cleanliness and
maintainability.
- Implement authentication for the Firecrawl endpoint to improve
security. A key is generated to secure the webhook URLs from FireCrawl.
---------
Co-authored-by: Pranav <pranavrajs@gmail.com>
Migration Guide: https://chwt.app/v4/migration
This PR imports all the work related to Captain into the EE codebase. Captain represents the AI-based features in Chatwoot and includes the following key components:
- Assistant: An assistant has a persona, the product it would be trained on. At the moment, the data at which it is trained is from websites. Future integrations on Notion documents, PDF etc. This PR enables connecting an assistant to an inbox. The assistant would run the conversation every time before transferring it to an agent.
- Copilot for Agents: When an agent is supporting a customer, we will be able to offer additional help to lookup some data or fetch information from integrations etc via copilot.
- Conversation FAQ generator: When a conversation is resolved, the Captain integration would identify questions which were not in the knowledge base.
- CRM memory: Learns from the conversations and identifies important information about the contact.
---------
Co-authored-by: Vishnu Narayanan <vishnu@chatwoot.com>
Co-authored-by: Sojan <sojan@pepalo.com>
Co-authored-by: iamsivin <iamsivin@gmail.com>
Co-authored-by: Sivin Varghese <64252451+iamsivin@users.noreply.github.com>
This PR refactors the schema we introduced in #7518 based on the feedback from production tests. Here is the change log
- Decouple Inbox association to a new table inbox_response_sources -> this lets us share the same response source between multiple inboxes
- Add a status field to responses. This ensures that, by default, responses are created in pending status. You can do quality assurance before making them active. In future, this status can be leveraged by the bot to auto-generate response questions from conversations which require a handoff
- Add response_source association to responses and remove hard dependency from response_documents. This lets users write free-form question answers based on conversations, which doesn't necessarily need a response source.
This commit introduces the ability to associate response sources to an inbox, allowing external webpages to be parsed by Chatwoot. The parsed data is converted into embeddings for use with GPT models when managing customer queries.
The implementation relies on the `pgvector` extension for PostgreSQL. Database migrations related to this feature are handled separately by `Features::ResponseBotService`. A future update will integrate these migrations into the default rails migrations, once compatibility with Postgres extensions across all self-hosted installation options is confirmed.
Additionally, a new GitHub action has been added to the CI pipeline to ensure the execution of specs related to this feature.
