gochat/VERIFICATION_REPORT_G7_SLA_APPLIEDSLA_APV2.md

G7 Verification Report: SLA Policies, AppliedSLAs, Assignment Policies V2

Task: t_ec88adec — Verify G7 implementation matches Chatwoot original across 5 criteria

1. Interface Paths

SLA Policies CRUD

Endpoint	Chatwoot	Gochat	Match
List	GET /api/v1/accounts/:account_id/sla_policies	GET /api/v1/accounts/:account_id/sla_policies	✅ PASS
Create	POST /api/v1/accounts/:account_id/sla_policies	POST /api/v1/accounts/:account_id/sla_policies	✅ PASS
Show	GET /api/v1/accounts/:account_id/sla_policies/:id	GET /api/v1/accounts/:account_id/sla_policies/:id	✅ PASS
Update	PUT/PATCH /api/v1/accounts/:account_id/sla_policies/:id	PUT /api/v1/accounts/:account_id/sla_policies/:id	⚠️ MINOR — Chatwoot supports both PUT and PATCH; gochat only PUT. Rails resources auto-register both.
Delete	DELETE /api/v1/accounts/:account_id/sla_policies/:id	DELETE /api/v1/accounts/:account_id/sla_policies/:id	✅ PASS

SLA Inbox Associations (EXTRA — not in Chatwoot routes.rb)

Endpoint	Chatwoot	Gochat	Match
List Inboxes	N/A (enterprise-only, not in open-source routes)	GET /sla_policies/:id/inboxes	🔵 ADDITION — not in Chatwoot open-source routes.rb
Add Inbox	N/A	POST /sla_policies/:id/inboxes	🔵 ADDITION
Remove Inbox	N/A	DELETE /sla_policies/:id/inboxes/:inbox_id	🔵 ADDITION

Note: Chatwoot's open-source schema.rb does NOT have a sla_policy_inboxes table, but the enterprise edition may have one. The gochat implementation added these endpoints as a reasonable extension.

AppliedSLAs

Endpoint	Chatwoot	Gochat	Match
Index	GET /api/v1/accounts/:account_id/applied_slas (index)	N/A — not implemented	❌ FAIL — Chatwoot has resources :applied_slas, only: [:index] but gochat does not implement the index (list) endpoint
Metrics	GET /api/v1/accounts/:account_id/applied_slas/metrics	GET /api/v1/accounts/:account_id/applied_slas/metrics	✅ PASS
Download	GET /api/v1/accounts/:account_id/applied_slas/download	GET /api/v1/accounts/:account_id/applied_slas/download	✅ PASS

Assignment Policies V2 CRUD

Endpoint	Chatwoot	Gochat	Match
List	GET /api/v1/accounts/:account_id/assignment_policies	GET /api/v1/accounts/:account_id/assignment_policies_v2	⚠️ MISMATCH — path uses _v2 suffix
Create	POST /api/v1/accounts/:account_id/assignment_policies	POST /api/v1/accounts/:account_id/assignment_policies_v2	⚠️ MISMATCH — path uses _v2 suffix
Show	GET /api/v1/accounts/:account_id/assignment_policies/:id	GET /api/v1/accounts/:account_id/assignment_policies_v2/:id	⚠️ MISMATCH
Update	PUT/PATCH /assignment_policies/:id	PUT /assignment_policies_v2/:id	⚠️ MISMATCH
Delete	DELETE /assignment_policies/:id	DELETE /assignment_policies_v2/:id	⚠️ MISMATCH

Note: The _v2 suffix is intentional to avoid collision with the existing V1 assignment_policy (singular) route in gochat. Chatwoot's original uses assignment_policies (plural) for the V2 API.

Assignment Policy V2 — Nested Inboxes

Endpoint	Chatwoot	Gochat	Match
List Inboxes	GET /assignment_policies/:assignment_policy_id/inboxes	GET /assignment_policies_v2/:id/inboxes	⚠️ MISMATCH — _v2 suffix + different param name (:id vs :assignment_policy_id)
Add Inbox	POST /assignment_policies/:assignment_policy_id/inboxes	POST /assignment_policies_v2/:id/inboxes	⚠️ MISMATCH
Remove Inbox	DELETE /assignment_policies/:assignment_policy_id/inboxes/:id	DELETE /assignment_policies_v2/:id/inboxes/:inbox_id	⚠️ MISMATCH — different param names (:id vs :inbox_id)

Assignment Policy V2 — Reverse (Inbox → Policy)

Endpoint	Chatwoot	Gochat	Match
Show (inbox)	GET /inboxes/:inbox_id/assignment_policy (show)	GET /inboxes/:inbox_id/assignment_policy_v2	⚠️ MISMATCH — _v2 suffix
Create/Set (inbox)	POST /inboxes/:inbox_id/assignment_policy (create)	POST /inboxes/:inbox_id/assignment_policy_v2	⚠️ MISMATCH — Chatwoot uses POST/create, gochat uses POST/set
Delete (inbox)	DELETE /inboxes/:inbox_id/assignment_policy (destroy)	DELETE /inboxes/:inbox_id/assignment_policy_v2	⚠️ MISMATCH

PATH SUMMARY: 3 PASS, 1 FAIL (missing applied_slas index), 8 MISMATCH (intentional _v2 suffix), 1 MINOR (missing PATCH support)

---

2. Request Parameters

SLA Policy Create/Update

Param	Chatwoot (schema)	Gochat (model)	Match
name	string, not null	string, not null	✅ PASS
description	string (text)	string (text)	✅ PASS
first_response_time_threshold	float	int (response_time, in minutes)	⚠️ MISMATCH — Chatwoot uses float (seconds), gochat uses int (minutes)
next_response_time_threshold	float	int (update_time, in minutes)	⚠️ MISMATCH — Chatwoot uses float (seconds), gochat uses int (minutes)
resolution_time_threshold	float	int (resolution_time, in minutes)	⚠️ MISMATCH — Chatwoot uses float (seconds), gochat uses int (minutes)
only_during_business_hours	boolean, default false	N/A — not in model	❌ FAIL — missing field

Note: The field naming differs: Chatwoot uses first_response_time_threshold / next_response_time_threshold / resolution_time_threshold (float, in seconds), gochat uses response_time / update_time / resolution_time (int, in minutes). The JSON field names differ: first_response_time_threshold vs response_time.

AppliedSLA Metrics

Param	Chatwoot	Gochat	Match
conversation_id (query)	Used as filter param	conversation_id (query param, required)	✅ PASS — gochat requires it explicitly

AppliedSLA Download

Param	Chatwoot	Gochat	Match
No specific params	Account-scoped list	account_id from auth context	✅ PASS

Assignment Policy V2 Create/Update

Param	Chatwoot (schema)	Gochat (model)	Match
name	string, not null	string, not null	✅ PASS
description	text	text	✅ PASS
assignment_order	integer (enum: round_robin=0)	type (enum: round_robin/fair/best_skill_match)	⚠️ MISMATCH — different field name and enum structure
conversation_priority	integer (enum: earliest_created=0, longest_waiting=1)	N/A	❌ FAIL — missing field
fair_distribution_limit	integer, default 100, not null	N/A	❌ FAIL — missing field
fair_distribution_window	integer, default 3600, not null	N/A	❌ FAIL — missing fields
enabled	boolean, default true, not null	N/A	❌ FAIL — missing field

Note: Gochat's AssignmentPolicyV2 uses a simplified type field (round_robin/fair/best_skill_match) instead of Chatwoot's separate assignment_order + conversation_priority + fair_distribution fields. This is a design simplification, not a direct match.

Inbox Association (add/remove)

Param	Chatwoot	Gochat	Match
inbox_id	inbox_id in body	inbox_id (JSON body)	✅ PASS

PARAM SUMMARY: 5 PASS, 5 MISMATCH (field naming/units), 5 FAIL (missing fields)

---

3. Response Format

SLA Policy Response

Field	Chatwoot JSON	Gochat JSON	Match
id	id	id	✅ PASS
name	name	name	✅ PASS
description	description	description	✅ PASS
first_response_time_threshold	first_response_time_threshold (float)	response_time (int)	⚠️ MISMATCH — different field name + type
next_response_time_threshold	next_response_time_threshold (float)	update_time (int)	⚠️ MISMATCH
resolution_time_threshold	resolution_time_threshold (float)	resolution_time (int)	⚠️ MISMATCH
only_during_business_hours	only_during_business_hours (boolean)	N/A	❌ FAIL — missing
account_id	account_id	account_id	✅ PASS
created_at	created_at	created_at	✅ PASS
updated_at	updated_at	updated_at	✅ PASS

Note: Gochat uses Gin's JSON serialization with json tags on struct fields. Rails uses active_model_serializers / jbuilder. The response structure is similar but field names differ for time thresholds.

AppliedSLA Response

Field	Chatwoot	Gochat	Match
id	id	id	✅ PASS
sla_policy_id	sla_policy_id	sla_policy_id	✅ PASS
conversation_id	conversation_id	conversation_id	✅ PASS
account_id	account_id	account_id	✅ PASS
sla_status	sla_status (integer enum)	sla_status (string enum)	⚠️ MISMATCH — Chatwoot uses integer enum (0=active, 1=violated, 2=completed), gochat uses string enum ("active", "violated", "completed")
frt/nrt/rt target/actual timestamps	N/A (not in schema)	frt_target_at, nrt_target_at, rt_target_at, frt_actual_at, nrt_actual_at, rt_actual_at	🔵 ADDITION — gochat tracks computed timestamps
created_at/updated_at	created_at, updated_at	created_at, updated_at	✅ PASS

Metrics Response

Field	Chatwoot	Gochat	Match
applied_sla + sla_events	Returns applied SLA with events	gin.H{"applied_sla": applied, "sla_events": events}	✅ PASS — structure matches

Assignment Policy V2 Response

Field	Chatwoot	Gochat	Match
id	id	id	✅ PASS
account_id	account_id	account_id	✅ PASS
name	name	name	✅ PASS
description	description	description	✅ PASS
assignment_order	assignment_order (integer/enum)	type (string enum)	⚠️ MISMATCH
conversation_priority	conversation_priority	N/A	❌ FAIL
fair_distribution_limit	fair_distribution_limit	N/A	❌ FAIL
fair_distribution_window	fair_distribution_window	N/A	❌ FAIL
enabled	enabled	N/A	❌ FAIL

RESPONSE SUMMARY: 6 PASS, 4 MISMATCH, 5 FAIL (missing fields), 1 ADDITION

---

4. Error Handling / Status Codes

SLA Policies

Scenario	Chatwoot	Gochat	Match
Unauthorized (no account)	401	401 (response.ErrUnauthorized)	✅ PASS
Invalid ID param	400	400 (response.ErrValidation)	✅ PASS
Not found	404	handleServiceError → 404/500	⚠️ NEEDS VERIFY — depends on handleServiceError mapping
Validation error (create)	422	handleServiceError mapping	⚠️ NEEDS VERIFY — Chatwoot uses 422 for validation, gochat may use 400
Success create	200/201	response.OK → 200	⚠️ MINOR — Chatwoot returns 201 for create, gochat returns 200
Success delete	200/204	response.OK → 200 (returns deleted object)	⚠️ MINOR — Chatwoot returns 204 No Content for destroy

AppliedSLA Metrics

Scenario	Chatwoot	Gochat	Match
Missing conversation_id	400	400 (response.ErrValidation)	✅ PASS
Not found	404	handleServiceError	⚠️ NEEDS VERIFY
Unauthorized	401	401	✅ PASS

Assignment Policy V2

Scenario	Chatwoot	Gochat	Match
Unauthorized	401	401	✅ PASS
Invalid ID	400	400	✅ PASS
Not found	404	handleServiceError	⚠️ NEEDS VERIFY
Remove inbox (not associated)	404	500 (fmt.Errorf from service)	❌ FAIL — should be 404
Delete success	204	response.OK → 200 (returns deleted object)	⚠️ MINOR

ERROR HANDLING SUMMARY: 4 PASS, 4 MINOR, 2 NEEDS VERIFY, 1 FAIL

---

5. Business Logic Behavior

SLA Policy Account Scoping

Behavior	Chatwoot	Gochat	Match
All queries scoped to account_id	Yes (Rails current_account)	Yes (accountID from auth context, passed to service)	✅ PASS
Account uniqueness on name	N/A (no unique index on name alone)	uniqueIndex: account_id + name	⚠️ EXTRA — gochat adds account+name uniqueness beyond Chatwoot schema
Soft delete	Yes (paranoia gem)	Yes (gorm.DeletedAt)	✅ PASS

SLA Inbox Uniqueness

Behavior	Chatwoot	Gochat	Match
One SLA policy per inbox	Enterprise-only	uniqueIndex on inbox_id	✅ PASS — gochat correctly enforces inbox uniqueness
AddInbox validates inbox belongs to account	N/A	Yes (service checks accountID)	✅ PASS

AppliedSLA Uniqueness

Behavior	Chatwoot	Gochat	Match
Unique on [account_id, sla_policy_id, conversation_id]	Yes (schema index)	N/A — no unique constraint enforced in model	⚠️ MISMATCH — gochat doesn't enforce this unique constraint
Account scoping	Yes	Yes (AccountID check in GetAppliedSlaMetrics)	✅ PASS

SLA Time Threshold Units

Behavior	Chatwoot	Gochat	Match
Threshold stored as float (seconds)	Yes	Stored as int (minutes)	⚠️ MISMATCH — unit conversion needed
only_during_business_hours flag	Yes	No	❌ FAIL

Assignment Policy V2 Assignment Strategy

Behavior	Chatwoot	Gochat	Match
Round robin assignment	assignment_order: round_robin	type: round_robin	✅ PASS (same concept, different field)
Fair distribution	fair_distribution_limit + fair_distribution_window	type: fair (simplified)	⚠️ MISMATCH — Chatwoot tracks limit/window, gochat just marks type
Best skill match	N/A (enterprise extension)	type: best_skill_match	🔵 ADDITION
Conversation priority ordering	conversation_priority enum (earliest_created, longest_waiting)	N/A	❌ FAIL — missing
Enabled/disabled flag	enabled boolean	N/A	❌ FAIL — missing

Assignment Policy Inbox Association

Behavior	Chatwoot	Gochat	Match
One policy per inbox	Yes (unique index on inbox_id)	Yes (uniqueIndex on inbox_id)	✅ PASS
SetInboxPolicy replaces existing	Yes (Rails creates/updates)	Yes (DeleteByInbox then Create)	✅ PASS
Account scoping on associations	Yes (via account)	Yes (AccountID check in GetInboxPolicy)	✅ PASS

Cascade/Dependent Deletes

Behavior	Chatwoot	Gochat	Match
Delete policy → delete inbox associations	Yes (dependent: :destroy)	N/A — not explicitly handled	⚠️ NEEDS VERIFY — need to check if GORM cascades
Delete policy → delete applied SLAs	Yes	N/A — not in service	⚠️ NEEDS VERIFY

BUSINESS LOGIC SUMMARY: 7 PASS, 4 MISMATCH, 5 FAIL, 3 NEEDS VERIFY, 2 ADDITION

---

Overall Verification Summary

Criterion	Pass	Mismatch	Fail	Needs Verify	Addition
Interface Paths	3	8 (intentional _v2)	1 (missing applied_slas index)	0	3
Request Params	5	5 (naming/units)	5 (missing fields)	0	0
Response Format	6	4 (naming/types)	5 (missing fields)	0	1
Error Handling	4	4 (minor)	1 (wrong status for remove-inbox)	2	0
Business Logic	7	4 (units/structure)	5 (missing features)	3	2
TOTAL	25	21	17	5	6

Critical Failures (must fix):

1. Missing AppliedSLAs index endpoint — Chatwoot has resources :applied_slas, only: [:index] but gochat doesn't implement GET /applied_slas (list)
2. Missing only_during_business_hours field on SlaPolicy model
3. Missing AssignmentPolicy fields: conversation_priority, fair_distribution_limit, fair_distribution_window, enabled
4. Wrong error status for RemoveInbox when inbox not associated — returns 500 instead of 404
5. AppliedSLA unique constraint not enforced in gochat model (Chatwoot schema has unique index on [account_id, sla_policy_id, conversation_id])
6. SlaEvent missing fields: conversation_id, account_id, sla_policy_id, inbox_id, meta — Chatwoot schema has these

Intentional Design Differences (acceptable):

1. Path _v2 suffix on assignment policies — avoids collision with existing V1 route
2. Simplified AssignmentPolicyV2 type field — reduces Chatwoot's multi-field approach (assignment_order + conversation_priority + fair_distribution) to a single type enum
3. Time threshold units — minutes (int) vs seconds (float) — functional equivalent with conversion
4. SLA inbox associations — added beyond Chatwoot open-source routes (enterprise feature)
5. AppliedSLA timestamp tracking — gochat adds frt/nrt/rt target and actual timestamps (enhancement)
6. sla_status as string enum vs Chatwoot's integer enum — more readable but API-incompatible

Minor Issues:

1. Missing PATCH support on SLA policy update — Rails resources auto-register PUT+PATCH
2. Create returns 200 instead of 201 — Chatwoot convention is 201 for resource creation
3. Delete returns 200 with body instead of 204 No Content — Chatwoot convention is 204