fix: reopen pending human conversations

backend/internal/handler/widget/widget_handler.go

@@ -1404,6 +1404,7 @@ func widgetConversationPayload(conversation model.Conversation) gin.H {
 		"inbox_id":             conversation.InboxID,
 		"contact_last_seen_at": conversation.ContactLastSeenAt,
 		"status":               conversation.Status,
+		"ai_takeover_active":   conversation.AssigneeAgentBotID != nil && conversation.Status == string(model.ConversationStatusPending),
 		"custom_attributes":    conversation.CustomAttributes,
 	}
 }

backend/internal/service/widget_service.go

@@ -529,6 +529,18 @@ func (s *WidgetService) createIncomingMessage(ctx context.Context, conversation
 		if err != nil {
 			return err
 		}
+		// Pending without an active Captain bot is a human-waiting conversation.
+		// Reopen it when the customer replies so it returns to the normal inbox
+		// and does not look like an agent is typing forever in the widget.
+		if !reopen && !conversation.Muted && conversation.Status == string(model.ConversationStatusPending) &&
+			conversation.AssigneeAgentBotID == nil && captainJob == nil {
+			reopen = true
+			if err := tx.Model(&model.Conversation{}).
+				Where("id = ? AND account_id = ?", conversation.ID, conversation.AccountID).
+				Updates(map[string]any{"status": string(model.ConversationStatusOpen), "snoozed_until": nil}).Error; err != nil {
+				return err
+			}
+		}
 		if s.realtime != nil && event != nil {
 			var committedConversation model.Conversation
 			if err := tx.Where("id = ? AND account_id = ?", conversation.ID, conversation.AccountID).First(&committedConversation).Error; err != nil {

backend/internal/service/widget_service_test.go

@@ -354,6 +354,20 @@ func TestWidgetService_PublicCreateMessageUpdatesConversationBeforeDispatch(t *t
 	assert.Equal(t, wantTimestamp, *eventConversation.LastActivityAt)
 }
 
+func TestWidgetService_PublicCreateMessageReopensPendingHumanConversation(t *testing.T) {
+	db, svc := setupWidgetServiceTest(t)
+	_, _, _, _, conversation, displayID, _ := seedPublicMessageTest(t, db, model.ConversationStatusPending)
+
+	message, reopened, _, err := svc.PublicCreateMessage(context.Background(), "public-api", "visitor-source", displayID, PublicMessageRequest{Content: "reply to human"})
+	require.NoError(t, err)
+	assert.Equal(t, message.CreatedAt.Unix(), *reopened.LastActivityAt)
+	assert.Equal(t, string(model.ConversationStatusOpen), reopened.Status)
+
+	var persisted model.Conversation
+	require.NoError(t, db.First(&persisted, conversation.ID).Error)
+	assert.Equal(t, string(model.ConversationStatusOpen), persisted.Status)
+}
+
 func TestWidgetService_PublicCreateMessageReturnsDispatchError(t *testing.T) {
 	db, svc := setupWidgetServiceTest(t)
 	_, _, _, _, _, displayID, _ := seedPublicMessageTest(t, db, model.ConversationStatusOpen)