WhatsApp/Signal/Formstack/admin updates
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Darren Clarke
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# zammad-addon-bridge
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# CDR Bridge Zammad Addon
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An addon that adds [bridge](https://gitlab.com/digiresilience/link/link-stack) channels to Zammad.
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## Overview
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## Channels
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The CDR Bridge addon integrates external communication channels (Signal, WhatsApp, Voice) into Zammad, supporting both the classic UI and the new Vue-based desktop/mobile interfaces.
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This channel creates a three channels: "Voice", "Signal" and "Whatsapp".
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## Features
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To submit a ticket: make a POST to the Submission Endpoint with the header
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`Authorization: SUBMISSION_TOKEN`.
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### Signal Channel Integration
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The payload for the Voice channel must be a json object with the keys:
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- Reply button on customer Signal messages
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- "Add Signal message" button in ticket reply area
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- 10,000 character limit with warning at 5,000
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- Plain text format with attachment support
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- Full integration with both classic and new Vue-based UI
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- `startTime` - string containing ISO date
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- `endTime` - string containing ISO date
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- `to` - fully qualified phone number
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- `from` - fully qualified phone number
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- `duration` - string containing the recording duration
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- `callSid` - the unique identifier for the call
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- `recording` - string base64 encoded binary of the recording
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- `mimeType` - string of the binary mime-type
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### WhatsApp Channel Integration
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The payload for the Signal channel must be a json object with the keys:
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- Reply button on customer WhatsApp messages
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- "Add WhatsApp message" button in ticket reply area
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- 4,096 character limit with warning at 3,000
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- Plain text format with attachment support
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- Full integration with both classic and new Vue-based UI
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- TBD
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### Voice Channel Support
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The payload for the Whatsapp channel must be a json object with the keys:
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- Classic UI implementation maintained
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- New UI support ready for future implementation
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- TBD
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### Channel Restriction Settings (NEW)
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- Control which reply channels appear in the UI
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- Configurable via `cdr_link_allowed_channels` setting
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- Acts as a whitelist while preserving contextual logic
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- Empty setting falls back to default Zammad behavior
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## Installation
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### Prerequisites
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- Zammad 6.0+ (for new UI support)
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- CDR Bridge backend services configured
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- Signal/WhatsApp/Voice services running
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### Installation Steps
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1. Build the addon package:
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```bash
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cd packages/zammad-addon-bridge
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npm run build
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```
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2. Install in Zammad:
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```bash
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# Copy the generated .zpm file to your Zammad installation
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cp dist/bridge-vX.X.X.zpm /opt/zammad/
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# Install using Zammad package manager
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zammad run rails r "Package.install(file: '/opt/zammad/bridge-vX.X.X.zpm')"
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# Restart Zammad
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systemctl restart zammad
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```
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## Configuration
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### Channel Restriction Settings
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Control which reply channels are available in the ticket interface:
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```ruby
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# Rails console
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Setting.set('cdr_link_allowed_channels', 'note,signal message') # Signal only
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Setting.set('cdr_link_allowed_channels', 'note,whatsapp message') # WhatsApp only
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Setting.set('cdr_link_allowed_channels', 'note,signal message,whatsapp message') # Both
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Setting.set('cdr_link_allowed_channels', '') # Default behavior (all channels)
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```
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**How it works:**
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- The setting acts as a whitelist of allowed channels
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- Channels must be both in the whitelist AND contextually appropriate
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- For example, Signal replies only appear for tickets that originated from Signal
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- Empty or unset falls back to default Zammad behavior
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- Changes take effect immediately (browser refresh required)
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## Development
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1. Edit the files in `src/`
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### Adding New Channels
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Migration files should go in `src/db/addon/CHANNEL_NAME` ([see this post](https://community.zammad.org/t/automating-creation-of-custom-object-attributes/3831/2?u=abelxluck))
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1. Create TypeScript plugin in `app/frontend/shared/entities/ticket-article/action/plugins/`
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2. Add desktop UI plugin in `app/frontend/apps/desktop/pages/ticket/components/TicketDetailView/article-type/plugins/`
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3. Add corresponding backend implementation
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4. Create database migrations in `src/db/addon/bridge/`
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2. Update version and changelog in `bridge-skeleton.szpm`
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3. Build a new package `make`
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This outputs `dist/bridge-vXXX.szpm`
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4. Install the szpm using the zammad package manager.
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5. Repeat
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### Create a new migration
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Included is a helper script to create new migrations. You must have the python
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`inflection` library installed.
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- debian/ubuntu: `apt install python3-inflection`
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- pip: `pip install --user inflection`
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- or create your own venv
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To make a new migration simply run:
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### Building the Package
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```bash
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# Update version and changelog in bridge-skeleton.szpm
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# Build the package
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make
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# Output: dist/bridge-vX.X.X.szpm
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```
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### Create a New Migration
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Helper script to create new migrations (requires python `inflection` library):
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```bash
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# Install dependency
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apt install python3-inflection # Debian/Ubuntu
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# Or: pip install --user inflection
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# Create migration
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make new-migration
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```
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## Compatibility
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- **Zammad 6.0+**: Both Classic and New UI
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- **Browser Support**: All modern browsers
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## API Endpoints
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### Voice Channel
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POST to submission endpoint with `Authorization: SUBMISSION_TOKEN` header:
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```json
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{
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"startTime": "ISO date string",
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"endTime": "ISO date string",
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"to": "fully qualified phone number",
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"from": "fully qualified phone number",
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"duration": "recording duration string",
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"callSid": "unique call identifier",
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"recording": "base64 encoded binary",
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"mimeType": "binary mime-type string"
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}
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```
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### Signal/WhatsApp Channels
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Handled via CDR Bridge backend services - see bridge documentation for API details.
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## License
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[](https://gitlab.com/digiresilience/link/zamamd-addon-bridge/blob/master/LICENSE.md)
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@ -66,5 +153,3 @@ This is a free software project licensed under the GNU Affero General
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Public License v3.0 (GNU AGPLv3) by [The Center for Digital
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Resilience](https://digiresilience.org) and [Guardian
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Project](https://guardianproject.info).
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🐻
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