Feature request — Sign outgoing messages with the agent’s name (Chatwoot app)

[rquero-dev]

Context
In the WAHA ↔ Chatwoot integration, teams often want customers to clearly see who is replying. Today, WAHA forwards agent replies as-is. Many organizations add manual signatures like “— Ana (Support)”, but that’s error-prone and inconsistent.

Proposal
Add an optional message signature feature so WAHA can automatically append (or prepend) the current assignee’s identity to agent-originated messages before sending them to WhatsApp.

Suggested configuration (backward-compatible: default = off)

• WAHA_APPS_CHATWOOT_SIGNATURE_MODE

  • none (default) — no signature
  • agent — use current assignee’s name
  • custom — render a template

• WAHA_APPS_CHATWOOT_SIGNATURE_POSITION: suffix | prefix (default: suffix)

• WAHA_APPS_CHATWOOT_SIGNATURE_TEMPLATE (used when MODE=custom), supports variables:

  • {{agent.name}}, {{agent.initials}}, {{agent.email}} (optional), {{team.name}}
  • Example: "— {{agent.name}} ({{team.name}})"

• WAHA_APPS_CHATWOOT_SIGNATURE_WHEN:

  • agent_messages (default) — only for messages authored by a human agent
  • all_outbound — also for bot/macros, if desired

• (Optional) WAHA_APPS_CHATWOOT_SIGNATURE_NEWLINE=true|false (default: true)
  Places the signature on a new line.

• (Optional) WAHA_APPS_CHATWOOT_SIGNATURE_MEDIA=false|true (default: false)
  Avoids adding signatures to media-only messages.

Behavior / Acceptance criteria

1. If enabled, WAHA appends/prepends the signature only to outbound messages from agents.
2. The assignee’s display name (or agent.name) is used; if unknown, fall back to sender.name.
3. On reassignment, subsequent messages use the new assignee automatically.
4. The feature does not alter incoming customer messages.
5. Clear logs (debug): whether a signature was added, which template/agent was used.
6. Configurable via env vars and via the WAHA Dashboard → Apps → Chatwoot.

Notes / Privacy

• Provide a toggle to exclude {{agent.email}} by default.
• If Chatwoot payload lacks agent details, WAHA may fetch minimal info via Chatwoot API or use a cached assignee name.

Benefits

• Consistent, professional replies without manual typing.
• Customers know who is handling the case.
• Works with handoffs and team routing (assignee awareness).

Happy to help test the feature with WAHA Plus + Chatwoot (multiple inboxes, reassignment flows, media messages, and templates).

Comment +1 for help this 🙌

[devlikepro]

#1161

[devlikepro]

We are currently collecting feedback on the ChatWoot integration and will fix bugs and add features in the next iteration once we have a better understanding of what users are using!

You can track all requests by the label:
https://github.com/devlikeapro/waha/issues?q=state%3Aopen%20label%3A%22apps%3AChatWoot%22

Let's see how many and supporters needs the fix and prioritize it based on that.