link-stack/packages/zammad-addon-link

CDR Link Zammad Addon

Overview

The CDR Link addon integrates external communication channels (Signal, WhatsApp, Voice) into Zammad, supporting both the classic UI and the new Vue-based desktop/mobile interfaces.

Features

Signal Channel Integration

• Reply button on customer Signal messages
• "Add Signal message" button in ticket reply area
• 10,000 character limit with warning at 5,000
• Plain text format with attachment support
• Full integration with both classic and new Vue-based UI

WhatsApp Channel Integration

• Reply button on customer WhatsApp messages
• "Add WhatsApp message" button in ticket reply area
• 4,096 character limit with warning at 3,000
• Plain text format with attachment support
• Full integration with both classic and new Vue-based UI

Voice Channel Support

• Classic UI implementation maintained
• New UI support ready for future implementation

Channel Restriction Settings (NEW)

• Control which reply channels appear in the UI
• Configurable via cdr_link_allowed_channels setting
• Acts as a whitelist while preserving contextual logic
• Empty setting falls back to default Zammad behavior

Installation

Prerequisites

• Zammad 6.0+ (for new UI support)
• CDR Bridge backend services configured
• Signal/WhatsApp/Voice services running

Installation Steps

1. Build the addon package:

cd packages/zammad-addon-link
pnpm run build

2. Install in Zammad:

# Copy the generated .zpm file to your Zammad installation
cp dist/bridge-vX.X.X.zpm /opt/zammad/

# Install using Zammad package manager
zammad run rails r "Package.install(file: '/opt/zammad/bridge-vX.X.X.zpm')"

# Restart Zammad
systemctl restart zammad

Configuration

Channel Restriction Settings

Control which reply channels are available in the ticket interface:

# Rails console
Setting.set('cdr_link_allowed_channels', 'note,signal message')  # Signal only
Setting.set('cdr_link_allowed_channels', 'note,whatsapp message') # WhatsApp only
Setting.set('cdr_link_allowed_channels', 'note,signal message,whatsapp message') # Both
Setting.set('cdr_link_allowed_channels', '') # Default behavior (all channels)

How it works:

• The setting acts as a whitelist of allowed channels
• Channels must be both in the whitelist AND contextually appropriate
• For example, Signal replies only appear for tickets that originated from Signal
• Empty or unset falls back to default Zammad behavior
• Changes take effect immediately (browser refresh required)

Development

Adding New Channels

1. Create TypeScript plugin in app/frontend/shared/entities/ticket-article/action/plugins/
2. Add desktop UI plugin in app/frontend/apps/desktop/pages/ticket/components/TicketDetailView/article-type/plugins/
3. Add corresponding backend implementation
4. Create database migrations in src/db/addon/link/

Building the Package

# Update version and changelog in bridge-skeleton.szpm
# Build the package
make
# Output: dist/bridge-vX.X.X.szpm

Create a New Migration

Helper script to create new migrations (requires python inflection library):

# Install dependency
apt install python3-inflection  # Debian/Ubuntu
# Or: pip install --user inflection

# Create migration
make new-migration

Compatibility

• Zammad 6.0+: Both Classic and New UI
• Browser Support: All modern browsers

API Endpoints

Voice Channel

POST to submission endpoint with Authorization: SUBMISSION_TOKEN header:

{
  "startTime": "ISO date string",
  "endTime": "ISO date string",
  "to": "fully qualified phone number",
  "from": "fully qualified phone number",
  "duration": "recording duration string",
  "callSid": "unique call identifier",
  "recording": "base64 encoded binary",
  "mimeType": "binary mime-type string"
}

Signal/WhatsApp Channels

Handled via CDR Bridge backend services - see bridge documentation for API details.

License

This is a free software project licensed under the GNU Affero General Public License v3.0 (GNU AGPLv3) by The Center for Digital Resilience and Guardian Project.