Automatically 'open' ticket when agent writes an answer

[daedeloth]

Is your feature request related to a problem? Please describe. We have Dialogflow setup to automate answering the most commong questions. We also have Slack setup to be able to answer questions from within slack. We always monitor the pending (automated) messages, and we intervene when the chatbot isn't being very helpful.

However, when an agent writes a message from slack, the ticket stays in 'pending' status, resulting in all messages being forwarded to Dialogflow. This causes the bot to answer questions when a human agent is already handling the ticket.

Describe the solution you'd like When an agent answers a message on a pending ticket (on chatwoot, slack or via any other way), the ticket should automatically be transfered to 'open' state.

Describe alternatives you've considered Right now we have to open chatwoot, find the ticket, first open it and then write answers.

[sojan-official]

@pranavrajs @tejaswinichile potential use case for automation?

Event:

• Message created condition:
• Conversation status pending
• Message author type: agent ( agent array ) Action:
• Change conversation status

[pranavrajs]

@sojan-official That makes sense, we just need to add "open conversation" Action.

[daedeloth]

Actually, I tested the automation with 'assign to team' on 'outgoing message' and it seems that Dialogflow is also being treated as an 'outgoing message', thus also triggering the action.

I think this needs to changes:

• ability to filter on 'automated messages' in the automation tab
• ability to open a conversation

Other than that, it does indeed sound quiet straight-forward.