docs: add message statuses documentation#568
Conversation
…#430) Replace broken www.chatwoot.com/docs/contributing-guide/other/* URLs with correct developers.chatwoot.com/contributing-guide/* paths, and fix the email-channel/setup link to point to the current email channel docs page.
Adds a new page explaining the four outgoing message statuses (sent, delivered, read, failed), what each means, per-channel support, and an FAQ addressing common agent questions. Co-Authored-By: Claude Sonnet 4.6 <noreply@anthropic.com>
There was a problem hiding this comment.
@FredShred7 Thanks for this the page structure and FAQ are really solid. One blocker before merge: the channel support table doesn't match what the code actually does. Quick audit:
| Channel | PR says | Code says |
|---|---|---|
| Twilio SMS | Delivered: No, Read: Yes | Delivered: Yes, Read: No (Twilio::DeliveryStatusService — SMS has no read receipts) |
| Bandwidth SMS | Delivered: No, Read: Yes | Delivered: Yes, Read: No (Sms::DeliveryStatusService handles message-delivered / message-failed only) |
| Delivered: Yes, Read: No | Inverted — Webhooks::InstagramEventsJob has SUPPORTED_EVENTS = [:message, :read] |
|
| Failed: No | Yes — Email::SendOnEmailService marks failed on send exceptions (bounces/async failures are what's not fed back) |
|
| Line | Delivered: No | Technically marked delivered optimistically after send — worth a footnote |
Also worth double-checking TikTok (no distinct "delivered" event in the webhook handler, just send/receive/read).
Once the table is reconciled with the code this is good to go 🙌
![chatgpt-codex-connector[bot]](https://avatars.githubusercontent.com/in/1144995?s=60&v=4){kind=small}
There was a problem hiding this comment.
💡 Codex Review
Here are some automated review suggestions for this pull request.
Reviewed commit: 5cba4ad75e
ℹ️ About Codex in GitHub
Your team has set up Codex to review pull requests in this repo. Reviews are triggered when you
- Open a pull request for review
- Mark a draft as ready
- Comment "@codex review".
If Codex has suggestions, it will comment; otherwise it will react with 👍.
Codex can also answer questions or update the PR. Try commenting "@codex address that feedback".
| | TikTok | Yes | Not supported | Yes | Yes | | ||
| | Twilio SMS | Yes | Yes | Not supported | Yes | | ||
| | Bandwidth SMS | Yes | Yes | Not supported | Yes | | ||
| | Instagram | Yes | Not supported | Yes | Yes | | ||
| | Telegram | Yes | Not supported | Not supported | Yes | |
There was a problem hiding this comment.
The new channel-support matrix conflicts with the existing delivery-status matrix on the related page this document links to: self-hosted/supported-features.mdx currently lists Twilio/Bandwidth SMS as Read status: Yes and Delivered status: Not supported, Instagram as Read status: Not supported and Delivered status: Yes, TikTok as both Yes, and Email as Failed status: Not supported (lines 78-85). Publishing this page as-is gives agents two different answers depending on which linked page they read, so one of the matrices needs to be corrected or the shared source updated.
Useful? React with 👍 / 👎.
2 participants
Adds documentation explaining message statuses (sent, delivered, read, failed) and channel support for delivery/read indicators.
Includes:
Resolves #427