fix: captain talking over support agent (#13673)

enterprise/app/jobs/captain/conversation/response_builder_job.rb

@@ -8,6 +8,8 @@ class Captain::Conversation::ResponseBuilderJob < ApplicationJob
     @inbox = conversation.inbox
     @assistant = assistant
 
+    return unless conversation_pending?
+
     Current.executed_by = @assistant
 
     if captain_v2_enabled?
@@ -15,9 +17,10 @@ class Captain::Conversation::ResponseBuilderJob < ApplicationJob
     else
       generate_and_process_response
     end
+  rescue ActiveStorage::FileNotFoundError, Faraday::BadRequestError => e
+    handle_error(e)
+    raise e
   rescue StandardError => e
-    raise e if e.is_a?(ActiveStorage::FileNotFoundError) || e.is_a?(Faraday::BadRequestError)
-
     handle_error(e)
   ensure
     Current.executed_by = nil
@@ -42,6 +45,8 @@ class Captain::Conversation::ResponseBuilderJob < ApplicationJob
   end
 
   def process_response
+    return unless conversation_pending?
+
     if handoff_requested?
       process_action('handoff')
     else
@@ -144,4 +149,9 @@ class Captain::Conversation::ResponseBuilderJob < ApplicationJob
   def captain_v2_enabled?
     account.feature_enabled?('captain_integration_v2')
   end
+
+  def conversation_pending?
+    status = Conversation.where(id: @conversation.id).pick(:status)
+    status == 'pending' || status == Conversation.statuses[:pending]
+  end
 end

enterprise/app/models/enterprise/message.rb

@@ -0,0 +1,40 @@
+module Enterprise::Message
+  private
+
+  def mark_pending_conversation_as_open_for_human_response
+    return unless captain_pending_conversation?
+    return unless human_response?
+    return if private?
+
+    previous_user = Current.user
+    previous_executed_by = Current.executed_by
+    Current.user = nil
+    Current.executed_by = nil
+
+    begin
+      conversation.open!
+      return unless conversation.saved_change_to_status?
+
+      create_captain_auto_open_activity_message
+    ensure
+      Current.user = previous_user
+      Current.executed_by = previous_executed_by
+    end
+  end
+
+  def captain_pending_conversation?
+    return false unless conversation.pending?
+
+    ::CaptainInbox.exists?(inbox_id: conversation.inbox_id)
+  end
+
+  def create_captain_auto_open_activity_message
+    ::Conversations::ActivityMessageJob.perform_later(
+      conversation,
+      account_id: conversation.account_id,
+      inbox_id: conversation.inbox_id,
+      message_type: :activity,
+      content: I18n.t('conversations.activity.captain.auto_opened_after_agent_reply', locale: conversation.account.locale)
+    )
+  end
+end