feat(ee): Add reporting events for bots (#9027)

Added a new event conversation_bot_resolved and added a job to auto resolve the bot conversations if there was no activity for the last 1 hour.

spec/enterprise/controllers/api/v1/accounts/response_sources_controller_spec.rb

@@ -5,7 +5,7 @@ RSpec.describe 'Response Sources API', type: :request do
   let!(:admin) { create(:user, account: account, role: :administrator) }
 
   before do
-    skip('Skipping since vector is not enabled in this environment') unless Features::ResponseBotService.new.vector_extension_enabled?
+    skip_unless_response_bot_enabled_test_environment
   end
 
   describe 'POST /api/v1/accounts/{account.id}/response_sources/parse' do

spec/enterprise/controllers/enterprise/api/v1/accounts/inboxes_controller_spec.rb

@@ -50,7 +50,7 @@ RSpec.describe 'Enterprise Inboxes API', type: :request do
     let(:administrator) { create(:user, account: account, role: :administrator) }
 
     before do
-      skip('Skipping since vector is not enabled in this environment') unless Features::ResponseBotService.new.vector_extension_enabled?
+      skip_unless_response_bot_enabled_test_environment
     end
 
     context 'when it is an unauthenticated user' do

spec/enterprise/jobs/enterprise/account/conversations_resolution_scheduler_job_spec.rb

@@ -0,0 +1,29 @@
+require 'rails_helper'
+
+RSpec.describe Account::ConversationsResolutionSchedulerJob, type: :job do
+  let!(:account_with_bot) { create(:account) }
+  let!(:account_without_bot) { create(:account) }
+  let!(:inbox_with_bot) { create(:inbox, account: account_with_bot) }
+  let!(:inbox_without_bot) { create(:inbox, account: account_without_bot) }
+  let(:response_source) { create(:response_source, account: account_with_bot) }
+
+  before do
+    skip_unless_response_bot_enabled_test_environment
+    account_with_bot.enable_features!(:response_bot)
+    create(:inbox_response_source, inbox: inbox_with_bot, response_source: response_source)
+  end
+
+  describe '#perform' do
+    it 'enqueues resolution jobs only for inboxes with response bot enabled' do
+      expect do
+        described_class.perform_now
+      end.to have_enqueued_job(ResponseBot::InboxPendingConversationsResolutionJob).with(inbox_with_bot).and have_enqueued_job.exactly(:once)
+    end
+
+    it 'does not enqueue resolution jobs for inboxes without response bot enabled' do
+      expect do
+        described_class.perform_now
+      end.not_to have_enqueued_job(ResponseBot::InboxPendingConversationsResolutionJob).with(inbox_without_bot)
+    end
+  end
+end

spec/enterprise/jobs/response_bot/inbox_pending_conversations_resolution_job_spec.rb

@@ -0,0 +1,38 @@
+require 'rails_helper'
+
+RSpec.describe ResponseBot::InboxPendingConversationsResolutionJob, type: :job do
+  include ActiveJob::TestHelper
+
+  let!(:inbox) { create(:inbox) }
+  let!(:resolvable_pending_conversation) { create(:conversation, inbox: inbox, last_activity_at: 2.hours.ago, status: :pending) }
+  let!(:recent_pending_conversation) { create(:conversation, inbox: inbox, last_activity_at: 10.minutes.ago, status: :pending) }
+  let!(:open_conversation) { create(:conversation, inbox: inbox, last_activity_at: 1.hour.ago, status: :open) }
+
+  before do
+    stub_const('Limits::BULK_ACTIONS_LIMIT', 2)
+  end
+
+  it 'queues the job' do
+    expect { described_class.perform_later(inbox) }
+      .to have_enqueued_job.on_queue('low')
+  end
+
+  it 'resolves only the eligible pending conversations' do
+    perform_enqueued_jobs { described_class.perform_later(inbox) }
+
+    expect(resolvable_pending_conversation.reload.status).to eq('resolved')
+    expect(recent_pending_conversation.reload.status).to eq('pending')
+    expect(open_conversation.reload.status).to eq('open')
+  end
+
+  it 'creates an outgoing message for each resolved conversation' do
+    # resolution message + system message
+    expect { perform_enqueued_jobs { described_class.perform_later(inbox) } }
+      .to change { resolvable_pending_conversation.messages.reload.count }.by(2)
+
+    resolved_conversation_messages = resolvable_pending_conversation.messages.map(&:content)
+    expect(resolved_conversation_messages).to include(
+      'Resolving the conversation as it has been inactive for a while. Please start a new conversation if you need further assistance.'
+    )
+  end
+end

spec/enterprise/services/enterprise/message_templates/response_bot_service_spec.rb

@@ -8,9 +8,7 @@ RSpec.describe Enterprise::MessageTemplates::ResponseBotService, type: :service
   let(:response_object) { instance_double(Response, id: 1, question: 'Q1', answer: 'A1') }
 
   before do
-    # Uncomment if you want to run the spec in your local machine
-    # Features::ResponseBotService.new.enable_in_installation
-    skip('Skipping since vector is not enabled in this environment') unless Features::ResponseBotService.new.vector_extension_enabled?
+    skip_unless_response_bot_enabled_test_environment
     stub_request(:post, 'https://api.openai.com/v1/embeddings').to_return(status: 200, body: {}.to_json,
                                                                           headers: { Content_Type: 'application/json' })
     create(:message, message_type: :incoming, conversation: conversation, content: 'Hi')
@@ -33,6 +31,19 @@ RSpec.describe Enterprise::MessageTemplates::ResponseBotService, type: :service
         expect(last_message.content).to include(Response.first.question)
         expect(last_message.content).to include('**Sources**')
       end
+
+      it 'hands off the conversation if the response is handoff' do
+        allow(chat_gpt_double).to receive(:generate_response).and_return({ 'response' => 'conversation_handoff' })
+        expect(conversation).to receive(:bot_handoff!).and_call_original
+
+        expect do
+          service.perform
+        end.to change { conversation.messages.where(message_type: :outgoing).count }.by(1)
+
+        last_message = conversation.messages.last
+        expect(last_message.content).to eq('Transferring to another agent for further assistance.')
+        expect(conversation.status).to eq('open')
+      end
     end
 
     context 'when context_ids are not present' do
@@ -67,12 +78,13 @@ RSpec.describe Enterprise::MessageTemplates::ResponseBotService, type: :service
     context 'when JSON::ParserError is raised' do
       it 'creates a handoff message' do
         allow(chat_gpt_double).to receive(:generate_response).and_raise(JSON::ParserError)
+        expect(conversation).to receive(:bot_handoff!).and_call_original
 
         expect do
           service.perform
         end.to change { conversation.messages.where(message_type: :outgoing).count }.by(1)
 
-        expect(conversation.messages.last.content).to eq('passing to an agent')
+        expect(conversation.messages.last.content).to eq('Transferring to another agent for further assistance.')
         expect(conversation.status).to eq('open')
       end
     end
@@ -80,6 +92,7 @@ RSpec.describe Enterprise::MessageTemplates::ResponseBotService, type: :service
     context 'when StandardError is raised' do
       it 'captures the exception' do
         allow(chat_gpt_double).to receive(:generate_response).and_raise(StandardError)
+        expect(conversation).to receive(:bot_handoff!).and_call_original
 
         expect(ChatwootExceptionTracker).to receive(:new).and_call_original
 
@@ -87,7 +100,7 @@ RSpec.describe Enterprise::MessageTemplates::ResponseBotService, type: :service
           service.perform
         end.to change { conversation.messages.where(message_type: :outgoing).count }.by(1)
 
-        expect(conversation.messages.last.content).to eq('passing to an agent')
+        expect(conversation.messages.last.content).to eq('Transferring to another agent for further assistance.')
         expect(conversation.status).to eq('open')
       end
     end