fix: captain talking over support agent (#13673)

app/models/message.rb

@@ -310,6 +310,7 @@ class Message < ApplicationRecord
   def execute_after_create_commit_callbacks
     # rails issue with order of active record callbacks being executed https://github.com/rails/rails/issues/20911
     reopen_conversation
+    mark_pending_conversation_as_open_for_human_response
     set_conversation_activity
     dispatch_create_events
     send_reply
@@ -390,6 +391,18 @@ class Message < ApplicationRecord
     reopen_resolved_conversation if conversation.resolved?
   end
 
+  def mark_pending_conversation_as_open_for_human_response
+    return unless captain_pending_conversation?
+    return unless human_response?
+    return if private?
+
+    conversation.open!
+  end
+
+  def captain_pending_conversation?
+    false
+  end
+
   def reopen_resolved_conversation
     # mark resolved bot conversation as pending to be reopened by bot processor service
     if conversation.inbox.active_bot?

config/locales/en.yml

@@ -236,6 +236,7 @@ en:
         resolved: 'Conversation was marked resolved by %{user_name} due to inactivity'
         resolved_by_tool: 'Conversation was marked resolved by %{user_name}: %{reason}'
         open: 'Conversation was marked open by %{user_name}'
+        auto_opened_after_agent_reply: 'Conversation was marked open automatically after an agent reply'
       agent_bot:
         error_moved_to_open: 'Conversation was marked open by system due to an error with the agent bot.'
       status:

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

spec/enterprise/jobs/captain/conversation/response_builder_job_spec.rb

@@ -7,7 +7,7 @@ RSpec.describe Captain::Conversation::ResponseBuilderJob, type: :job do
   let(:captain_inbox_association) { create(:captain_inbox, captain_assistant: assistant, inbox: inbox) }
 
   describe '#perform' do
-    let(:conversation) { create(:conversation, inbox: inbox, account: account) }
+    let(:conversation) { create(:conversation, inbox: inbox, account: account, status: :pending) }
     let(:mock_llm_chat_service) { instance_double(Captain::Llm::AssistantChatService) }
     let(:mock_agent_runner_service) { instance_double(Captain::Assistant::AgentRunnerService) }
 
@@ -47,6 +47,15 @@ RSpec.describe Captain::Conversation::ResponseBuilderJob, type: :job do
         account.reload
         expect(account.usage_limits[:captain][:responses][:consumed]).to eq(1)
       end
+
+      it 'does not send a response when the conversation is no longer pending' do
+        conversation.open!
+
+        expect(mock_llm_chat_service).not_to receive(:generate_response)
+        expect do
+          described_class.perform_now(conversation, assistant)
+        end.not_to(change { conversation.messages.outgoing.count })
+      end
     end
 
     context 'when captain_v2 is enabled' do
@@ -157,7 +166,7 @@ RSpec.describe Captain::Conversation::ResponseBuilderJob, type: :job do
   end
 
   describe 'retry mechanisms for image processing' do
-    let(:conversation) { create(:conversation, inbox: inbox, account: account) }
+    let(:conversation) { create(:conversation, inbox: inbox, account: account, status: :pending) }
     let(:mock_llm_chat_service) { instance_double(Captain::Llm::AssistantChatService) }
     let(:mock_message_builder) { instance_double(Captain::OpenAiMessageBuilderService) }
 

spec/enterprise/models/message_spec.rb

@@ -23,4 +23,69 @@ RSpec.describe Message do
     expect(conversation.first_reply_created_at).not_to be_nil
     expect(conversation.waiting_since).to be_nil
   end
+
+  describe '#mark_pending_conversation_as_open_for_human_response' do
+    let(:conversation) { create(:conversation, status: :pending) }
+    let(:captain_assistant) { create(:captain_assistant, account: conversation.account) }
+    let(:auto_open_activity_content) { I18n.t('conversations.activity.captain.auto_opened_after_agent_reply', locale: conversation.account.locale) }
+
+    before do
+      create(:captain_inbox, inbox: conversation.inbox, captain_assistant: captain_assistant)
+    end
+
+    it 'marks the conversation open when a human sends a public outgoing message' do
+      create(:message, message_type: :outgoing, conversation: conversation)
+
+      expect(conversation.reload.open?).to be true
+    end
+
+    it 'creates an activity message when a human sends a public outgoing message' do
+      expect do
+        create(:message, message_type: :outgoing, conversation: conversation)
+      end.to have_enqueued_job(Conversations::ActivityMessageJob).with(
+        conversation,
+        {
+          account_id: conversation.account_id,
+          inbox_id: conversation.inbox_id,
+          message_type: :activity,
+          content: auto_open_activity_content
+        }
+      )
+    end
+
+    it 'creates an activity message for external echo replies' do
+      message = build(
+        :message,
+        message_type: :outgoing,
+        conversation: conversation,
+        content_attributes: { external_echo: true }
+      )
+      message.sender = nil
+
+      expect do
+        message.save!
+      end.to have_enqueued_job(Conversations::ActivityMessageJob).with(
+        conversation,
+        {
+          account_id: conversation.account_id,
+          inbox_id: conversation.inbox_id,
+          message_type: :activity,
+          content: auto_open_activity_content
+        }
+      )
+    end
+
+    it 'does not mark the conversation open for private outgoing messages' do
+      create(:message, message_type: :outgoing, conversation: conversation, private: true)
+
+      expect(conversation.reload.pending?).to be true
+    end
+
+    it 'does not mark the conversation open for bot outgoing messages' do
+      agent_bot = create(:agent_bot, account: conversation.account)
+      create(:message, message_type: :outgoing, conversation: conversation, sender: agent_bot)
+
+      expect(conversation.reload.pending?).to be true
+    end
+  end
 end

spec/models/message_spec.rb

@@ -271,6 +271,15 @@ RSpec.describe Message do
     end
   end
 
+  describe '#mark_pending_conversation_as_open_for_human_response' do
+    let(:conversation) { create(:conversation, status: :pending) }
+
+    it 'does not mark the conversation open when pending is used without captain' do
+      create(:message, message_type: :outgoing, conversation: conversation)
+      expect(conversation.reload.pending?).to be true
+    end
+  end
+
   describe '#waiting since' do
     let(:conversation) { create(:conversation) }
     let(:agent) { create(:user, account: conversation.account) }