fix: captain template message conflict (#13048)

Co-authored-by: aakashb95 <aakash@chatwoot.com>
Co-authored-by: Shivam Mishra <scm.mymail@gmail.com>
Co-authored-by: Vishnu Narayanan <iamwishnu@gmail.com>

app/services/message_templates/template/out_of_office.rb

@@ -1,6 +1,14 @@
 class MessageTemplates::Template::OutOfOffice
   pattr_initialize [:conversation!]
 
+  def self.perform_if_applicable(conversation)
+    inbox = conversation.inbox
+    return unless inbox.out_of_office?
+    return if inbox.out_of_office_message.blank?
+
+    new(conversation: conversation).perform
+  end
+
   def perform
     ActiveRecord::Base.transaction do
       conversation.messages.create!(out_of_office_message_params)

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

@@ -87,10 +87,15 @@ class Captain::Conversation::ResponseBuilderJob < ApplicationJob
       I18n.with_locale(@assistant.account.locale) do
         create_handoff_message
         @conversation.bot_handoff!
+        send_out_of_office_message_if_applicable
       end
     end
   end
 
+  def send_out_of_office_message_if_applicable
+    ::MessageTemplates::Template::OutOfOffice.perform_if_applicable(@conversation)
+  end
+
   def create_handoff_message
     create_outgoing_message(
       @assistant.config['handoff_message'].presence || I18n.t('conversations.captain.handoff')

enterprise/app/services/enterprise/message_templates/hook_execution_service.rb

@@ -9,6 +9,24 @@ module Enterprise::MessageTemplates::HookExecutionService
     schedule_captain_response
   end
 
+  def should_send_greeting?
+    return false if captain_handling_conversation?
+
+    super
+  end
+
+  def should_send_out_of_office_message?
+    return false if captain_handling_conversation?
+
+    super
+  end
+
+  def should_send_email_collect?
+    return false if captain_handling_conversation?
+
+    super
+  end
+
   private
 
   def schedule_captain_response
@@ -46,5 +64,14 @@ module Enterprise::MessageTemplates::HookExecutionService
       content: 'Transferring to another agent for further assistance.'
     )
     conversation.bot_handoff!
+    send_out_of_office_message_after_handoff
+  end
+
+  def send_out_of_office_message_after_handoff
+    ::MessageTemplates::Template::OutOfOffice.perform_if_applicable(conversation)
+  end
+
+  def captain_handling_conversation?
+    conversation.pending? && inbox.respond_to?(:captain_assistant) && inbox.captain_assistant.present?
   end
 end

enterprise/lib/captain/tools/handoff_tool.rb

@@ -36,6 +36,13 @@ class Captain::Tools::HandoffTool < Captain::Tools::BasePublicTool
 
     # Trigger the bot handoff (sets status to open + dispatches events)
     conversation.bot_handoff!
+
+    # Send out of office message if applicable (since template messages were suppressed while Captain was handling)
+    send_out_of_office_message_if_applicable(conversation)
+  end
+
+  def send_out_of_office_message_if_applicable(conversation)
+    ::MessageTemplates::Template::OutOfOffice.perform_if_applicable(conversation)
   end
 
   # TODO: Future enhancement - Add team assignment capability

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

@@ -229,4 +229,106 @@ RSpec.describe Captain::Conversation::ResponseBuilderJob, type: :job do
       expect(described_class::MAX_MESSAGE_LENGTH).to eq(10_000)
     end
   end
+
+  describe 'out of office message after handoff' do
+    let(:conversation) { create(:conversation, inbox: inbox, account: account, status: :pending) }
+    let(:mock_llm_chat_service) { instance_double(Captain::Llm::AssistantChatService) }
+
+    before do
+      create(:message, conversation: conversation, content: 'Hello', message_type: :incoming)
+      allow(Captain::Llm::AssistantChatService).to receive(:new).and_return(mock_llm_chat_service)
+      allow(account).to receive(:feature_enabled?).and_return(false)
+      allow(account).to receive(:feature_enabled?).with('captain_integration_v2').and_return(false)
+    end
+
+    context 'when handoff occurs outside business hours' do
+      before do
+        inbox.update!(
+          working_hours_enabled: true,
+          out_of_office_message: 'We are currently closed. Please leave your email.'
+        )
+        inbox.working_hours.find_by(day_of_week: Time.current.in_time_zone(inbox.timezone).wday).update!(
+          closed_all_day: true,
+          open_all_day: false
+        )
+        allow(mock_llm_chat_service).to receive(:generate_response).and_return({ 'response' => 'conversation_handoff' })
+      end
+
+      it 'sends out of office message after handoff' do
+        expect do
+          described_class.perform_now(conversation, assistant)
+        end.to change { conversation.messages.template.count }.by(1)
+
+        expect(conversation.reload.status).to eq('open')
+        ooo_message = conversation.messages.template.last
+        expect(ooo_message.content).to eq('We are currently closed. Please leave your email.')
+      end
+    end
+
+    context 'when handoff occurs within business hours' do
+      before do
+        inbox.update!(
+          working_hours_enabled: true,
+          out_of_office_message: 'We are currently closed.'
+        )
+        inbox.working_hours.find_by(day_of_week: Time.current.in_time_zone(inbox.timezone).wday).update!(
+          open_all_day: true,
+          closed_all_day: false
+        )
+        allow(mock_llm_chat_service).to receive(:generate_response).and_return({ 'response' => 'conversation_handoff' })
+      end
+
+      it 'does not send out of office message after handoff' do
+        expect do
+          described_class.perform_now(conversation, assistant)
+        end.not_to(change { conversation.messages.template.count })
+
+        expect(conversation.reload.status).to eq('open')
+      end
+    end
+
+    context 'when handoff occurs due to error outside business hours' do
+      before do
+        inbox.update!(
+          working_hours_enabled: true,
+          out_of_office_message: 'We are currently closed.'
+        )
+        inbox.working_hours.find_by(day_of_week: Time.current.in_time_zone(inbox.timezone).wday).update!(
+          closed_all_day: true,
+          open_all_day: false
+        )
+        allow(mock_llm_chat_service).to receive(:generate_response).and_raise(StandardError, 'API error')
+      end
+
+      it 'sends out of office message after error-triggered handoff' do
+        expect do
+          described_class.perform_now(conversation, assistant)
+        end.to change { conversation.messages.template.count }.by(1)
+
+        expect(conversation.reload.status).to eq('open')
+        ooo_message = conversation.messages.template.last
+        expect(ooo_message.content).to eq('We are currently closed.')
+      end
+    end
+
+    context 'when no out of office message is configured' do
+      before do
+        inbox.update!(
+          working_hours_enabled: true,
+          out_of_office_message: nil
+        )
+        inbox.working_hours.find_by(day_of_week: Time.current.in_time_zone(inbox.timezone).wday).update!(
+          closed_all_day: true,
+          open_all_day: false
+        )
+        allow(mock_llm_chat_service).to receive(:generate_response).and_return({ 'response' => 'conversation_handoff' })
+      end
+
+      it 'does not send out of office message' do
+        expect do
+          described_class.perform_now(conversation, assistant)
+        end.not_to(change { conversation.messages.template.count })
+      end
+    end
+  end
 end

spec/enterprise/lib/captain/tools/handoff_tool_spec.rb

@@ -163,4 +163,66 @@ RSpec.describe Captain::Tools::HandoffTool, type: :model do
       expect(tool.active?).to be true
     end
   end
+
+  describe 'out of office message after handoff' do
+    context 'when outside business hours' do
+      before do
+        inbox.update!(
+          working_hours_enabled: true,
+          out_of_office_message: 'We are currently closed. Please leave your email.'
+        )
+        inbox.working_hours.find_by(day_of_week: Time.current.in_time_zone(inbox.timezone).wday).update!(
+          closed_all_day: true,
+          open_all_day: false
+        )
+      end
+
+      it 'sends out of office message after handoff' do
+        expect do
+          tool.perform(tool_context, reason: 'Customer needs help')
+        end.to change { conversation.messages.template.count }.by(1)
+
+        ooo_message = conversation.messages.template.last
+        expect(ooo_message.content).to eq('We are currently closed. Please leave your email.')
+      end
+    end
+
+    context 'when within business hours' do
+      before do
+        inbox.update!(
+          working_hours_enabled: true,
+          out_of_office_message: 'We are currently closed.'
+        )
+        inbox.working_hours.find_by(day_of_week: Time.current.in_time_zone(inbox.timezone).wday).update!(
+          open_all_day: true,
+          closed_all_day: false
+        )
+      end
+
+      it 'does not send out of office message after handoff' do
+        expect do
+          tool.perform(tool_context, reason: 'Customer needs help')
+        end.not_to(change { conversation.messages.template.count })
+      end
+    end
+
+    context 'when no out of office message is configured' do
+      before do
+        inbox.update!(
+          working_hours_enabled: true,
+          out_of_office_message: nil
+        )
+        inbox.working_hours.find_by(day_of_week: Time.current.in_time_zone(inbox.timezone).wday).update!(
+          closed_all_day: true,
+          open_all_day: false
+        )
+      end
+
+      it 'does not send out of office message' do
+        expect do
+          tool.perform(tool_context, reason: 'Customer needs help')
+        end.not_to(change { conversation.messages.template.count })
+      end
+    end
+  end
 end

spec/enterprise/services/enterprise/message_templates/hook_execution_service_spec.rb

@@ -0,0 +1,295 @@
+require 'rails_helper'
+
+RSpec.describe MessageTemplates::HookExecutionService do
+  let(:account) { create(:account, custom_attributes: { plan_name: 'startups' }) }
+  let(:inbox) { create(:inbox, account: account) }
+  let(:contact) { create(:contact, account: account) }
+  let(:conversation) { create(:conversation, inbox: inbox, account: account, contact: contact, status: :pending) }
+  let(:assistant) { create(:captain_assistant, account: account) }
+
+  before do
+    create(:captain_inbox, captain_assistant: assistant, inbox: inbox)
+  end
+
+  context 'when captain assistant is configured' do
+    context 'when within business hours' do
+      before do
+        inbox.update!(working_hours_enabled: true)
+        inbox.working_hours.find_by(day_of_week: Time.current.in_time_zone(inbox.timezone).wday).update!(
+          open_all_day: true,
+          closed_all_day: false
+        )
+      end
+
+      it 'schedules captain response job for incoming messages on pending conversations' do
+        expect(Captain::Conversation::ResponseBuilderJob).to receive(:perform_later).with(conversation, assistant)
+
+        create(:message, conversation: conversation, message_type: :incoming)
+      end
+    end
+
+    context 'when outside business hours' do
+      before do
+        inbox.update!(
+          working_hours_enabled: true,
+          out_of_office_message: 'We are currently closed'
+        )
+        inbox.working_hours.find_by(day_of_week: Time.current.in_time_zone(inbox.timezone).wday).update!(
+          closed_all_day: true,
+          open_all_day: false
+        )
+      end
+
+      it 'schedules captain response job outside business hours (Captain always responds when configured)' do
+        expect(Captain::Conversation::ResponseBuilderJob).to receive(:perform_later).with(conversation, assistant)
+
+        create(:message, conversation: conversation, message_type: :incoming)
+      end
+
+      it 'performs captain handoff when quota is exceeded (OOO template will kick in after handoff)' do
+        account.update!(
+          limits: { 'captain_responses' => 100 },
+          custom_attributes: account.custom_attributes.merge('captain_responses_usage' => 100)
+        )
+
+        create(:message, conversation: conversation, message_type: :incoming)
+
+        expect(conversation.reload.status).to eq('open')
+      end
+
+      it 'does not send out of office message when Captain is handling' do
+        out_of_office_service = instance_double(MessageTemplates::Template::OutOfOffice)
+        allow(MessageTemplates::Template::OutOfOffice).to receive(:new).and_return(out_of_office_service)
+        allow(out_of_office_service).to receive(:perform).and_return(true)
+
+        create(:message, conversation: conversation, message_type: :incoming)
+
+        expect(MessageTemplates::Template::OutOfOffice).not_to have_received(:new)
+      end
+    end
+
+    context 'when business hours are not enabled' do
+      before do
+        inbox.update!(working_hours_enabled: false)
+      end
+
+      it 'schedules captain response job regardless of time' do
+        expect(Captain::Conversation::ResponseBuilderJob).to receive(:perform_later).with(conversation, assistant)
+
+        create(:message, conversation: conversation, message_type: :incoming)
+      end
+    end
+
+    context 'when captain quota is exceeded within business hours' do
+      before do
+        inbox.update!(working_hours_enabled: true)
+        inbox.working_hours.find_by(day_of_week: Time.current.in_time_zone(inbox.timezone).wday).update!(
+          open_all_day: true,
+          closed_all_day: false
+        )
+
+        account.update!(
+          limits: { 'captain_responses' => 100 },
+          custom_attributes: account.custom_attributes.merge('captain_responses_usage' => 100)
+        )
+      end
+
+      it 'performs handoff within business hours when quota exceeded' do
+        create(:message, conversation: conversation, message_type: :incoming)
+
+        expect(conversation.reload.status).to eq('open')
+      end
+    end
+  end
+
+  context 'when no captain assistant is configured' do
+    before do
+      CaptainInbox.where(inbox: inbox).destroy_all
+    end
+
+    it 'does not schedule captain response job' do
+      expect(Captain::Conversation::ResponseBuilderJob).not_to receive(:perform_later)
+
+      create(:message, conversation: conversation, message_type: :incoming)
+    end
+  end
+
+  context 'when conversation is not pending' do
+    before do
+      conversation.update!(status: :open)
+    end
+
+    it 'does not schedule captain response job' do
+      expect(Captain::Conversation::ResponseBuilderJob).not_to receive(:perform_later)
+
+      create(:message, conversation: conversation, message_type: :incoming)
+    end
+  end
+
+  context 'when message is outgoing' do
+    it 'does not schedule captain response job' do
+      expect(Captain::Conversation::ResponseBuilderJob).not_to receive(:perform_later)
+
+      create(:message, conversation: conversation, message_type: :outgoing)
+    end
+  end
+
+  context 'when greeting and out of office messages with Captain enabled' do
+    context 'when conversation is pending (Captain is handling)' do
+      before do
+        conversation.update!(status: :pending)
+      end
+
+      it 'does not create greeting message in conversation' do
+        inbox.update!(greeting_enabled: true, greeting_message: 'Hello! How can we help you?', enable_email_collect: false)
+
+        expect do
+          create(:message, conversation: conversation, message_type: :incoming)
+        end.not_to(change { conversation.reload.messages.template.count })
+      end
+
+      it 'does not create out of office message in conversation' do
+        inbox.update!(
+          working_hours_enabled: true,
+          out_of_office_message: 'We are currently closed',
+          enable_email_collect: false
+        )
+        inbox.working_hours.find_by(day_of_week: Time.current.in_time_zone(inbox.timezone).wday).update!(
+          closed_all_day: true,
+          open_all_day: false
+        )
+
+        expect do
+          create(:message, conversation: conversation, message_type: :incoming)
+        end.not_to(change { conversation.reload.messages.template.count })
+      end
+    end
+
+    context 'when conversation is open (transferred to agent)' do
+      before do
+        conversation.update!(status: :open)
+      end
+
+      it 'creates greeting message in conversation' do
+        inbox.update!(greeting_enabled: true, greeting_message: 'Hello! How can we help you?', enable_email_collect: false)
+
+        expect do
+          create(:message, conversation: conversation, message_type: :incoming)
+        end.to change { conversation.reload.messages.template.count }.by(1)
+
+        greeting_message = conversation.reload.messages.template.last
+        expect(greeting_message.content).to eq('Hello! How can we help you?')
+      end
+
+      it 'creates out of office message when outside business hours' do
+        inbox.update!(
+          working_hours_enabled: true,
+          out_of_office_message: 'We are currently closed',
+          enable_email_collect: false
+        )
+        inbox.working_hours.find_by(day_of_week: Time.current.in_time_zone(inbox.timezone).wday).update!(
+          closed_all_day: true,
+          open_all_day: false
+        )
+
+        expect do
+          create(:message, conversation: conversation, message_type: :incoming)
+        end.to change { conversation.reload.messages.template.count }.by(1)
+
+        out_of_office_message = conversation.reload.messages.template.last
+        expect(out_of_office_message.content).to eq('We are currently closed')
+      end
+    end
+  end
+
+  context 'when Captain is not configured' do
+    before do
+      CaptainInbox.where(inbox: inbox).destroy_all
+    end
+
+    it 'creates greeting message in conversation' do
+      inbox.update!(greeting_enabled: true, greeting_message: 'Hello! How can we help you?', enable_email_collect: false)
+
+      expect do
+        create(:message, conversation: conversation, message_type: :incoming)
+      end.to change { conversation.reload.messages.template.count }.by(1)
+
+      greeting_message = conversation.reload.messages.template.last
+      expect(greeting_message.content).to eq('Hello! How can we help you?')
+    end
+
+    it 'creates out of office message when outside business hours' do
+      inbox.update!(
+        working_hours_enabled: true,
+        out_of_office_message: 'We are currently closed',
+        enable_email_collect: false
+      )
+      inbox.working_hours.find_by(day_of_week: Time.current.in_time_zone(inbox.timezone).wday).update!(
+        closed_all_day: true,
+        open_all_day: false
+      )
+
+      expect do
+        create(:message, conversation: conversation, message_type: :incoming)
+      end.to change { conversation.reload.messages.template.count }.by(1)
+
+      out_of_office_message = conversation.reload.messages.template.last
+      expect(out_of_office_message.content).to eq('We are currently closed')
+    end
+  end
+
+  context 'when Captain quota is exceeded and handoff happens' do
+    before do
+      account.update!(
+        limits: { 'captain_responses' => 100 },
+        custom_attributes: account.custom_attributes.merge('captain_responses_usage' => 100)
+      )
+    end
+
+    context 'when outside business hours' do
+      before do
+        inbox.update!(
+          working_hours_enabled: true,
+          out_of_office_message: 'We are currently closed. Please leave your email.',
+          enable_email_collect: false
+        )
+        inbox.working_hours.find_by(day_of_week: Time.current.in_time_zone(inbox.timezone).wday).update!(
+          closed_all_day: true,
+          open_all_day: false
+        )
+      end
+
+      it 'sends out of office message after handoff due to quota exceeded' do
+        expect do
+          create(:message, conversation: conversation, message_type: :incoming)
+        end.to change { conversation.messages.template.count }.by(1)
+
+        expect(conversation.reload.status).to eq('open')
+        ooo_message = conversation.messages.template.last
+        expect(ooo_message.content).to eq('We are currently closed. Please leave your email.')
+      end
+    end
+
+    context 'when within business hours' do
+      before do
+        inbox.update!(
+          working_hours_enabled: true,
+          out_of_office_message: 'We are currently closed.',
+          enable_email_collect: false
+        )
+        inbox.working_hours.find_by(day_of_week: Time.current.in_time_zone(inbox.timezone).wday).update!(
+          open_all_day: true,
+          closed_all_day: false
+        )
+      end
+
+      it 'does not send out of office message after handoff' do
+        expect do
+          create(:message, conversation: conversation, message_type: :incoming)
+        end.not_to(change { conversation.messages.template.count })
+
+        expect(conversation.reload.status).to eq('open')
+      end
+    end
+  end
+end