From 432dad203be4b9e752b5761e0d48fc498273aaf0 Mon Sep 17 00:00:00 2001
From: Sojan Jose <sojan@pepalo.com>
Date: Tue, 9 Jun 2020 23:54:35 +0530
Subject: [PATCH] Feature: Inbox greeting message (#927)

Co-authored-by: Pranav Raj S <pranav@thoughtwoot.com>
---
 .../api/v1/accounts/inboxes_controller.rb     | 14 ++-
 .../dashboard/i18n/locale/el/inboxMgmt.json   |  2 +-
 .../dashboard/i18n/locale/en/inboxMgmt.json   | 10 +-
 .../dashboard/i18n/locale/es/inboxMgmt.json   |  2 +-
 .../dashboard/i18n/locale/fr/inboxMgmt.json   |  2 +-
 .../dashboard/i18n/locale/nl/inboxMgmt.json   | 12 ++-
 .../dashboard/i18n/locale/pt/inboxMgmt.json   |  2 +-
 .../i18n/locale/pt_BR/inboxMgmt.json          |  2 +-
 .../dashboard/i18n/locale/ro/inboxMgmt.json   |  2 +-
 .../dashboard/settings/inbox/Settings.vue     | 94 +++++++++++--------
 .../settings/inbox/channels/Website.vue       | 45 +++++++--
 app/models/inbox.rb                           |  2 +
 app/models/message.rb                         | 12 ++-
 app/services/facebook/send_reply_service.rb   |  2 +-
 .../hook_execution_service.rb                 | 12 ++-
 .../template/email_collect.rb                 | 16 ----
 .../message_templates/template/greeting.rb    | 32 +++++++
 .../twilio/outgoing_message_service.rb        |  6 +-
 .../twitter/direct_message_parser_service.rb  |  2 +-
 app/services/twitter/send_reply_service.rb    |  2 +-
 .../v1/accounts/inboxes/create.json.jbuilder  |  3 +-
 .../v1/accounts/inboxes/index.json.jbuilder   |  3 +-
 .../v1/accounts/inboxes/update.json.jbuilder  |  3 +-
 config/locales/ca.yml                         |  2 +-
 config/locales/cs.yml                         |  2 +-
 config/locales/de.yml                         |  2 +-
 config/locales/el.yml                         |  2 +-
 config/locales/en.yml                         |  2 +-
 config/locales/es.yml                         |  2 +-
 config/locales/fr.yml                         |  2 +-
 config/locales/it.yml                         |  2 +-
 config/locales/ml.yml                         |  2 +-
 config/locales/nl.yml                         |  2 +-
 config/locales/pl.yml                         |  2 +-
 config/locales/pt.yml                         |  2 +-
 config/locales/pt_BR.yml                      |  2 +-
 config/locales/ro.yml                         |  2 +-
 config/locales/sv.yml                         |  2 +-
 ...130625_agent_away_message_to_auto_reply.rb | 21 +++++
 db/schema.rb                                  |  3 +-
 .../api/v1/widget/messages_controller_spec.rb |  4 +-
 spec/finders/message_finder_spec.rb           |  8 +-
 spec/lib/webhooks/twitter_spec.rb             |  2 +-
 spec/mailboxes/conversation_mailbox_spec.rb   |  2 +-
 .../hook_execution_service_spec.rb            | 13 ++-
 .../template/email_collect_spec.rb            |  2 +-
 .../template/greeting_spec.rb                 | 12 +++
 .../twilio/incoming_message_service_spec.rb   |  3 +-
 48 files changed, 262 insertions(+), 120 deletions(-)
 create mode 100644 app/services/message_templates/template/greeting.rb
 create mode 100644 db/migrate/20200605130625_agent_away_message_to_auto_reply.rb
 create mode 100644 spec/services/message_templates/template/greeting_spec.rb

diff --git a/app/controllers/api/v1/accounts/inboxes_controller.rb b/app/controllers/api/v1/accounts/inboxes_controller.rb
index fe19400c3..45a190bfb 100644
--- a/app/controllers/api/v1/accounts/inboxes_controller.rb
+++ b/app/controllers/api/v1/accounts/inboxes_controller.rb
@@ -10,7 +10,12 @@ class Api::V1::Accounts::InboxesController < Api::V1::Accounts::BaseController
   def create
     ActiveRecord::Base.transaction do
       channel = web_widgets.create!(permitted_params[:channel].except(:type)) if permitted_params[:channel][:type] == 'web_widget'
-      @inbox = Current.account.inboxes.build(name: permitted_params[:name], channel: channel)
+      @inbox = Current.account.inboxes.build(
+        name: permitted_params[:name],
+        greeting_message: permitted_params[:greeting_message],
+        greeting_enabled: permitted_params[:greeting_enabled],
+        channel: channel
+      )
       @inbox.avatar.attach(permitted_params[:avatar])
       @inbox.save!
     end
@@ -56,11 +61,12 @@ class Api::V1::Accounts::InboxesController < Api::V1::Accounts::BaseController
   end
 
   def permitted_params
-    params.permit(:id, :avatar, :name, channel: [:type, :website_url, :widget_color, :welcome_title, :welcome_tagline, :agent_away_message])
+    params.permit(:id, :avatar, :name, :greeting_message, :greeting_enabled, channel:
+      [:type, :website_url, :widget_color, :welcome_title, :welcome_tagline])
   end
 
   def inbox_update_params
-    params.permit(:enable_auto_assignment, :name, :avatar, channel: [:website_url, :widget_color, :welcome_title,
-                                                                     :welcome_tagline, :agent_away_message])
+    params.permit(:enable_auto_assignment, :name, :avatar, :greeting_message, :greeting_enabled,
+                  channel: [:website_url, :widget_color, :welcome_title, :welcome_tagline])
   end
 end
diff --git a/app/javascript/dashboard/i18n/locale/el/inboxMgmt.json b/app/javascript/dashboard/i18n/locale/el/inboxMgmt.json
index 0a18b005b..7622b72f1 100644
--- a/app/javascript/dashboard/i18n/locale/el/inboxMgmt.json
+++ b/app/javascript/dashboard/i18n/locale/el/inboxMgmt.json
@@ -54,7 +54,7 @@
           "LABEL": "Καλώς ήλθατε (Tagline)",
           "PLACEHOLDER": "Είναι απλό να συνδεθείτε μαζί μας. Ζητήστε μας οτιδήποτε, ή μοιραστείτε την εμπειρία σας."
         },
-        "CHANNEL_AGENT_AWAY_MESSAGE": {
+        "CHANNEL_GREETING_MESSAGE": {
           "LABEL": "Μήνυμα όταν δεν υπάρχουν πράκτορες",
           "PLACEHOLDER": "Τυπικά απαντάμε σε μερικές ώρες."
         },
diff --git a/app/javascript/dashboard/i18n/locale/en/inboxMgmt.json b/app/javascript/dashboard/i18n/locale/en/inboxMgmt.json
index 514391664..c885c9ab5 100644
--- a/app/javascript/dashboard/i18n/locale/en/inboxMgmt.json
+++ b/app/javascript/dashboard/i18n/locale/en/inboxMgmt.json
@@ -63,10 +63,16 @@
           "LABEL": "Welcome Tagline",
           "PLACEHOLDER": "We make it simple to connect with us. Ask us anything, or share your feedback."
         },
-        "CHANNEL_AGENT_AWAY_MESSAGE": {
-          "LABEL": "Agents Away Message",
+        "CHANNEL_GREETING_MESSAGE": {
+          "LABEL": "Channel greeting message",
           "PLACEHOLDER": "Acme Inc typically replies in a few hours."
         },
+        "CHANNEL_GREETING_TOGGLE": {
+          "LABEL": "Enable channel greeting",
+          "HELP_TEXT": "Send a greeting message to the user when he starts the conversation.",
+          "ENABLED": "Enabled",
+          "DISABLED": "Disabled"
+        },
         "WIDGET_COLOR": {
           "LABEL": "Widget Color",
           "PLACEHOLDER": "Update the widget color used in widget"
diff --git a/app/javascript/dashboard/i18n/locale/es/inboxMgmt.json b/app/javascript/dashboard/i18n/locale/es/inboxMgmt.json
index 0c71f17a2..9c19709d2 100644
--- a/app/javascript/dashboard/i18n/locale/es/inboxMgmt.json
+++ b/app/javascript/dashboard/i18n/locale/es/inboxMgmt.json
@@ -63,7 +63,7 @@
           "LABEL": "Bienvenido Tagline",
           "PLACEHOLDER": "Facilitamos la conexión con nosotros. Pídanos cualquier cosa o comparte tus comentarios."
         },
-        "CHANNEL_AGENT_AWAY_MESSAGE": {
+        "CHANNEL_GREETING_MESSAGE": {
           "LABEL": "Mensaje de Agentes Ausentes",
           "PLACEHOLDER": "Acme Inc normalmente responde en unas pocas horas."
         },
diff --git a/app/javascript/dashboard/i18n/locale/fr/inboxMgmt.json b/app/javascript/dashboard/i18n/locale/fr/inboxMgmt.json
index fe35bf261..48bf6f51c 100644
--- a/app/javascript/dashboard/i18n/locale/fr/inboxMgmt.json
+++ b/app/javascript/dashboard/i18n/locale/fr/inboxMgmt.json
@@ -54,7 +54,7 @@
           "LABEL": "Slogan d'accueil",
           "PLACEHOLDER": "C'est simple de rentrer en contact avec nous. Demandez-nous quoi que ce soit ou partagez vos commentaires."
         },
-        "CHANNEL_AGENT_AWAY_MESSAGE": {
+        "CHANNEL_GREETING_MESSAGE": {
           "LABEL": "Message lorsque les agents sont absents",
           "PLACEHOLDER": "Acme Inc répond en général en quelques heures."
         },
diff --git a/app/javascript/dashboard/i18n/locale/nl/inboxMgmt.json b/app/javascript/dashboard/i18n/locale/nl/inboxMgmt.json
index 981ca5ffc..74f3e97ac 100644
--- a/app/javascript/dashboard/i18n/locale/nl/inboxMgmt.json
+++ b/app/javascript/dashboard/i18n/locale/nl/inboxMgmt.json
@@ -54,9 +54,15 @@
           "LABEL": "Welkom Tagline",
           "PLACEHOLDER": "We maken het eenvoudig om met ons te verbinden. Vraag ons iets of deel uw feedback."
         },
-        "CHANNEL_AGENT_AWAY_MESSAGE": {
-          "LABEL": "Agents Afwezig Bericht",
-          "PLACEHOLDER": "Acme Inc reageert meestal binnen een paar uur."
+        "CHANNEL_GREETING_MESSAGE": {
+          "LABEL": "Kanaalbegroeting",
+          "PLACEHOLDER": "Acme Inc antwoordt meestal binnen een paar uur."
+        },
+        "CHANNEL_GREETING_TOGGLE": {
+          "LABEL": "Kanaalbegroeting inschakelen",
+          "HELP_TEXT": "Stuur een begroetingsbericht naar de gebruiker wanneer hij het gesprek start.",
+          "ENABLED": "Ingeschakeld",
+          "DISABLED": "Gehandicapt"
         },
         "WIDGET_COLOR": {
           "LABEL": "Kleur van widget",
diff --git a/app/javascript/dashboard/i18n/locale/pt/inboxMgmt.json b/app/javascript/dashboard/i18n/locale/pt/inboxMgmt.json
index 631470370..4fca33c25 100644
--- a/app/javascript/dashboard/i18n/locale/pt/inboxMgmt.json
+++ b/app/javascript/dashboard/i18n/locale/pt/inboxMgmt.json
@@ -54,7 +54,7 @@
           "LABEL": "Bem-vindo Slogan",
           "PLACEHOLDER": "Nós simplificamos nos conectar com a gente. Pergunte a nós qualquer coisa ou compartilhe seus comentários."
         },
-        "CHANNEL_AGENT_AWAY_MESSAGE": {
+        "CHANNEL_GREETING_MESSAGE": {
           "LABEL": "Mensagem Ausente dos Agentes",
           "PLACEHOLDER": "Acme Inc normalmente responde em algumas horas."
         },
diff --git a/app/javascript/dashboard/i18n/locale/pt_BR/inboxMgmt.json b/app/javascript/dashboard/i18n/locale/pt_BR/inboxMgmt.json
index 8320edde7..7198a343e 100644
--- a/app/javascript/dashboard/i18n/locale/pt_BR/inboxMgmt.json
+++ b/app/javascript/dashboard/i18n/locale/pt_BR/inboxMgmt.json
@@ -54,7 +54,7 @@
           "LABEL": "Bem-vindo, saudação",
           "PLACEHOLDER": "Nós tornamos simples a conexão conosco. Pergunte qualquer assunto ou compartilhe seus comentários."
         },
-        "CHANNEL_AGENT_AWAY_MESSAGE": {
+        "CHANNEL_GREETING_MESSAGE": {
           "LABEL": "Mensagem de agente ausente",
           "PLACEHOLDER": "Acme Inc tipicamente retorna em algumas horas."
         },
diff --git a/app/javascript/dashboard/i18n/locale/ro/inboxMgmt.json b/app/javascript/dashboard/i18n/locale/ro/inboxMgmt.json
index 702a3b1d5..581121dbb 100644
--- a/app/javascript/dashboard/i18n/locale/ro/inboxMgmt.json
+++ b/app/javascript/dashboard/i18n/locale/ro/inboxMgmt.json
@@ -54,7 +54,7 @@
           "LABEL": "Tagline de Bun Venit",
           "PLACEHOLDER": "Noi facem conectarea cu noi simplă. Întreabă-ne orice, sau partajează-ți feedback-ul."
         },
-        "CHANNEL_AGENT_AWAY_MESSAGE": {
+        "CHANNEL_GREETING_MESSAGE": {
           "LABEL": "Mesaj Agent Indisponibil",
           "PLACEHOLDER": "De obicei, Acme Inc răspunde în câteva ore."
         },
diff --git a/app/javascript/dashboard/routes/dashboard/settings/inbox/Settings.vue b/app/javascript/dashboard/routes/dashboard/settings/inbox/Settings.vue
index b36756b6e..99671a7c1 100644
--- a/app/javascript/dashboard/routes/dashboard/settings/inbox/Settings.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/inbox/Settings.vue
@@ -18,7 +18,7 @@
         <woot-input
           v-if="isAWidgetInbox"
           v-model.trim="selectedInboxName"
-          class="medium-12 columns"
+          class="medium-9 columns"
           :label="$t('INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_NAME.LABEL')"
           :placeholder="
             $t('INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_NAME.PLACEHOLDER')
@@ -27,7 +27,7 @@
         <woot-input
           v-if="isAWidgetInbox"
           v-model.trim="channelWebsiteUrl"
-          class="medium-12 columns"
+          class="medium-9 columns"
           :label="$t('INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_DOMAIN.LABEL')"
           :placeholder="
             $t('INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_DOMAIN.PLACEHOLDER')
@@ -36,7 +36,7 @@
         <woot-input
           v-if="isAWidgetInbox"
           v-model.trim="channelWelcomeTitle"
-          class="medium-12 columns"
+          class="medium-9 columns"
           :label="
             $t('INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_WELCOME_TITLE.LABEL')
           "
@@ -46,46 +46,61 @@
             )
           "
         />
-        <woot-input
-          v-if="isAWidgetInbox"
-          v-model.trim="channelWelcomeTagline"
-          class="medium-12 columns"
-          :label="
-            $t('INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_WELCOME_TAGLINE.LABEL')
-          "
-          :placeholder="
-            $t(
-              'INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_WELCOME_TAGLINE.PLACEHOLDER'
-            )
-          "
-        />
 
-        <woot-input
-          v-if="isAWidgetInbox"
-          v-model.trim="channelAgentAwayMessage"
-          class="medium-12 columns"
-          :label="
-            $t(
-              'INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_AGENT_AWAY_MESSAGE.LABEL'
-            )
-          "
-          :placeholder="
-            $t(
-              'INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_AGENT_AWAY_MESSAGE.PLACEHOLDER'
-            )
-          "
-        />
-        <label v-if="isAWidgetInbox" class="medium-12 columns">
+        <label v-if="isAWidgetInbox" class="medium-9 columns">
           {{ $t('INBOX_MGMT.ADD.WEBSITE_CHANNEL.WIDGET_COLOR.LABEL') }}
           <woot-color-picker v-model="inbox.widget_color" />
         </label>
-        <label class="medium-12 columns">
+
+        <label class="medium-9 columns">
+          {{
+            $t('INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_GREETING_TOGGLE.LABEL')
+          }}
+          <select v-model="greetingEnabled">
+            <option :value="true">
+              {{
+                $t(
+                  'INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_GREETING_TOGGLE.ENABLED'
+                )
+              }}
+            </option>
+            <option :value="false">
+              {{
+                $t(
+                  'INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_GREETING_TOGGLE.DISABLED'
+                )
+              }}
+            </option>
+          </select>
+          <p class="help-text">
+            {{
+              $t(
+                'INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_GREETING_TOGGLE.HELP_TEXT'
+              )
+            }}
+          </p>
+        </label>
+
+        <woot-input
+          v-if="greetingEnabled"
+          v-model.trim="greetingMessage"
+          class="medium-9 columns"
+          :label="
+            $t('INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_GREETING_MESSAGE.LABEL')
+          "
+          :placeholder="
+            $t(
+              'INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_GREETING_MESSAGE.PLACEHOLDER'
+            )
+          "
+        />
+        <label class="medium-9 columns">
           {{ $t('INBOX_MGMT.SETTINGS_POPUP.AUTO_ASSIGNMENT') }}
           <select v-model="autoAssignment">
-            <option value="true">
+            <option :value="true">
               {{ $t('INBOX_MGMT.EDIT.AUTO_ASSIGNMENT.ENABLED') }}
             </option>
-            <option value="false">
+            <option :value="false">
               {{ $t('INBOX_MGMT.EDIT.AUTO_ASSIGNMENT.DISABLED') }}
             </option>
           </select>
@@ -183,13 +198,14 @@ export default {
       avatarFile: null,
       avatarUrl: '',
       selectedAgents: [],
+      greetingEnabled: true,
+      greetingMessage: '',
       autoAssignment: false,
       isAgentListUpdating: false,
       selectedInboxName: '',
       channelWebsiteUrl: '',
       channelWelcomeTitle: '',
       channelWelcomeTagline: '',
-      channelAgentAwayMessage: '',
       autoAssignmentOptions: [
         {
           value: true,
@@ -247,11 +263,12 @@ export default {
         this.fetchAttachedAgents();
         this.avatarUrl = this.inbox.avatar_url;
         this.selectedInboxName = this.inbox.name;
+        this.greetingEnabled = this.inbox.greeting_enabled;
+        this.greetingMessage = this.inbox.greeting_message;
         this.autoAssignment = this.inbox.enable_auto_assignment;
         this.channelWebsiteUrl = this.inbox.website_url;
         this.channelWelcomeTitle = this.inbox.welcome_title;
         this.channelWelcomeTagline = this.inbox.welcome_tagline;
-        this.channelAgentAwayMessage = this.inbox.agent_away_message;
       });
     },
     async fetchAttachedAgents() {
@@ -294,12 +311,13 @@ export default {
           id: this.currentInboxId,
           name: this.selectedInboxName,
           enable_auto_assignment: this.autoAssignment,
+          greeting_enabled: this.greetingEnabled,
+          greeting_message: this.greetingMessage,
           channel: {
             widget_color: this.inbox.widget_color,
             website_url: this.channelWebsiteUrl,
             welcome_title: this.channelWelcomeTitle,
             welcome_tagline: this.channelWelcomeTagline,
-            agent_away_message: this.channelAgentAwayMessage,
           },
         };
         if (this.avatarFile) {
diff --git a/app/javascript/dashboard/routes/dashboard/settings/inbox/channels/Website.vue b/app/javascript/dashboard/routes/dashboard/settings/inbox/channels/Website.vue
index 644eb10a1..c992d38a0 100644
--- a/app/javascript/dashboard/routes/dashboard/settings/inbox/channels/Website.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/inbox/channels/Website.vue
@@ -6,9 +6,8 @@
     />
     <woot-loading-state
       v-if="uiFlags.isCreating"
-      :message="$('INBOX_MGMT.ADD.WEBSITE_CHANNEL.LOADING_MESSAGE')"
-    >
-    </woot-loading-state>
+      :message="$t('INBOX_MGMT.ADD.WEBSITE_CHANNEL.LOADING_MESSAGE')"
+    />
     <form
       v-if="!uiFlags.isCreating"
       class="row"
@@ -76,19 +75,43 @@
           />
         </label>
       </div>
-      <div class="medium-12 columns">
-        <label>
+      <label class="medium-12 columns">
+        {{ $t('INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_GREETING_TOGGLE.LABEL') }}
+        <select v-model="greetingEnabled">
+          <option :value="true">
+            {{
+              $t(
+                'INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_GREETING_TOGGLE.ENABLED'
+              )
+            }}
+          </option>
+          <option :value="false">
+            {{
+              $t(
+                'INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_GREETING_TOGGLE.DISABLED'
+              )
+            }}
+          </option>
+        </select>
+        <p class="help-text">
           {{
             $t(
-              'INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_AGENT_AWAY_MESSAGE.LABEL'
+              'INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_GREETING_TOGGLE.HELP_TEXT'
             )
           }}
+        </p>
+      </label>
+      <div v-if="greetingEnabled" class="medium-12 columns">
+        <label>
+          {{
+            $t('INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_GREETING_MESSAGE.LABEL')
+          }}
           <input
-            v-model.trim="channelAgentAwayMessage"
+            v-model.trim="greetingMessage"
             type="text"
             :placeholder="
               $t(
-                'INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_AGENT_AWAY_MESSAGE.PLACEHOLDER'
+                'INBOX_MGMT.ADD.WEBSITE_CHANNEL.CHANNEL_GREETING_MESSAGE.PLACEHOLDER'
               )
             "
           />
@@ -124,7 +147,8 @@ export default {
       channelWidgetColor: '#009CE0',
       channelWelcomeTitle: '',
       channelWelcomeTagline: '',
-      channelAgentAwayMessage: '',
+      greetingEnabled: false,
+      greetingMessage: '',
     };
   },
   computed: {
@@ -138,13 +162,14 @@ export default {
         'inboxes/createWebsiteChannel',
         {
           name: this.inboxName,
+          greeting_enabled: this.greetingEnabled,
+          greeting_message: this.greetingMessage,
           channel: {
             type: 'web_widget',
             website_url: this.channelWebsiteUrl,
             widget_color: this.channelWidgetColor,
             welcome_title: this.channelWelcomeTitle,
             welcome_tagline: this.channelWelcomeTagline,
-            agent_away_message: this.channelAgentAwayMessage,
           },
         }
       );
diff --git a/app/models/inbox.rb b/app/models/inbox.rb
index 4fb395ba5..b5d276c56 100644
--- a/app/models/inbox.rb
+++ b/app/models/inbox.rb
@@ -7,6 +7,8 @@
 #  id                     :integer          not null, primary key
 #  channel_type           :string
 #  enable_auto_assignment :boolean          default(TRUE)
+#  greeting_enabled       :boolean          default(FALSE)
+#  greeting_message       :string
 #  name                   :string           not null
 #  created_at             :datetime         not null
 #  updated_at             :datetime         not null
diff --git a/app/models/message.rb b/app/models/message.rb
index 696ae5a2b..b8678ea0a 100644
--- a/app/models/message.rb
+++ b/app/models/message.rb
@@ -71,11 +71,9 @@ class Message < ApplicationRecord
   has_many :attachments, dependent: :destroy, autosave: true, before_add: :validate_attachments_limit
 
   after_create :reopen_conversation,
-               :execute_message_template_hooks,
                :notify_via_mail
 
-  # we need to wait for the active storage attachments to be available
-  after_create_commit :dispatch_create_events, :send_reply
+  after_create_commit :execute_after_create_commit_callbacks
 
   after_update :dispatch_update_event
 
@@ -117,6 +115,14 @@ class Message < ApplicationRecord
 
   private
 
+  def execute_after_create_commit_callbacks
+    # rails issue with order of active record callbacks being executed
+    # https://github.com/rails/rails/issues/20911
+    dispatch_create_events
+    send_reply
+    execute_message_template_hooks
+  end
+
   def dispatch_create_events
     Rails.configuration.dispatcher.dispatch(MESSAGE_CREATED, Time.zone.now, message: self)
 
diff --git a/app/services/facebook/send_reply_service.rb b/app/services/facebook/send_reply_service.rb
index 9173ecac7..f80f329fd 100644
--- a/app/services/facebook/send_reply_service.rb
+++ b/app/services/facebook/send_reply_service.rb
@@ -23,7 +23,7 @@ class Facebook::SendReplyService
 
   def outgoing_message_from_chatwoot?
     # messages sent directly from chatwoot won't have source_id.
-    message.outgoing? && !message.source_id
+    (message.outgoing? || message.template?) && !message.source_id
   end
 
   # def reopen_lock
diff --git a/app/services/message_templates/hook_execution_service.rb b/app/services/message_templates/hook_execution_service.rb
index c626c4671..947c0f39f 100644
--- a/app/services/message_templates/hook_execution_service.rb
+++ b/app/services/message_templates/hook_execution_service.rb
@@ -4,6 +4,8 @@ class MessageTemplates::HookExecutionService
   def perform
     return if inbox.agent_bot_inbox&.active?
 
+    ::MessageTemplates::Template::Greeting.new(conversation: conversation).perform if should_send_greeting?
+
     ::MessageTemplates::Template::EmailCollect.new(conversation: conversation).perform if should_send_email_collect?
   end
 
@@ -16,8 +18,16 @@ class MessageTemplates::HookExecutionService
     conversation.messages.outgoing.count.zero? && conversation.messages.template.count.zero?
   end
 
+  def should_send_greeting?
+    first_message_from_contact? && conversation.inbox.greeting_enabled?
+  end
+
+  def email_collect_was_sent?
+    conversation.messages.where(content_type: 'input_email').present?
+  end
+
   def should_send_email_collect?
-    !contact_has_email? && conversation.inbox.web_widget? && first_message_from_contact?
+    !contact_has_email? && conversation.inbox.web_widget? && !email_collect_was_sent?
   end
 
   def contact_has_email?
diff --git a/app/services/message_templates/template/email_collect.rb b/app/services/message_templates/template/email_collect.rb
index e9e830d3b..667b6b6cd 100644
--- a/app/services/message_templates/template/email_collect.rb
+++ b/app/services/message_templates/template/email_collect.rb
@@ -3,7 +3,6 @@ class MessageTemplates::Template::EmailCollect
 
   def perform
     ActiveRecord::Base.transaction do
-      conversation.messages.create!(typical_reply_message_params)
       conversation.messages.create!(ways_to_reach_you_message_params)
       conversation.messages.create!(email_input_box_template_message_params)
     end
@@ -17,21 +16,6 @@ class MessageTemplates::Template::EmailCollect
   delegate :contact, :account, to: :conversation
   delegate :inbox, to: :message
 
-  def typical_reply_message_params
-    content = @conversation.inbox&.channel&.agent_away_message
-    if content.blank?
-      content = I18n.t('conversations.templates.typical_reply_message_body',
-                       account_name: account.name)
-    end
-
-    {
-      account_id: @conversation.account_id,
-      inbox_id: @conversation.inbox_id,
-      message_type: :template,
-      content: content
-    }
-  end
-
   def ways_to_reach_you_message_params
     content = I18n.t('conversations.templates.ways_to_reach_you_message_body',
                      account_name: account.name)
diff --git a/app/services/message_templates/template/greeting.rb b/app/services/message_templates/template/greeting.rb
new file mode 100644
index 000000000..478cc9bb7
--- /dev/null
+++ b/app/services/message_templates/template/greeting.rb
@@ -0,0 +1,32 @@
+class MessageTemplates::Template::Greeting
+  pattr_initialize [:conversation!]
+
+  def perform
+    ActiveRecord::Base.transaction do
+      conversation.messages.create!(greeting_message_params)
+    end
+  rescue StandardError => e
+    Raven.capture_exception(e)
+    true
+  end
+
+  private
+
+  delegate :contact, :account, to: :conversation
+  delegate :inbox, to: :message
+
+  def greeting_message_params
+    content = @conversation.inbox&.greeting_message
+    if content.blank?
+      content = I18n.t('conversations.templates.greeting_message_body',
+                       account_name: account.name)
+    end
+
+    {
+      account_id: @conversation.account_id,
+      inbox_id: @conversation.inbox_id,
+      message_type: :template,
+      content: content
+    }
+  end
+end
diff --git a/app/services/twilio/outgoing_message_service.rb b/app/services/twilio/outgoing_message_service.rb
index 015b2f75f..6c4371d76 100644
--- a/app/services/twilio/outgoing_message_service.rb
+++ b/app/services/twilio/outgoing_message_service.rb
@@ -5,7 +5,7 @@ class Twilio::OutgoingMessageService
     return if message.private
     return if message.source_id
     return if inbox.channel.class.to_s != 'Channel::TwilioSms'
-    return unless message.outgoing?
+    return unless outgoing_message?
 
     twilio_message = client.messages.create(message_params)
     message.update!(source_id: twilio_message.sid)
@@ -39,6 +39,10 @@ class Twilio::OutgoingMessageService
     @channel ||= inbox.channel
   end
 
+  def outgoing_message?
+    message.outgoing? || message.template?
+  end
+
   def client
     ::Twilio::REST::Client.new(channel.account_sid, channel.auth_token)
   end
diff --git a/app/services/twitter/direct_message_parser_service.rb b/app/services/twitter/direct_message_parser_service.rb
index f68d60815..bf83958ba 100644
--- a/app/services/twitter/direct_message_parser_service.rb
+++ b/app/services/twitter/direct_message_parser_service.rb
@@ -64,7 +64,7 @@ class Twitter::DirectMessageParserService < Twitter::WebhooksBaseService
   end
 
   def set_conversation
-    @conversation = @contact_inbox.conversations.first
+    @conversation = @contact_inbox.conversations.where("additional_attributes ->> 'type' = 'direct_message'").first
     return if @conversation
 
     @conversation = ::Conversation.create!(conversation_params)
diff --git a/app/services/twitter/send_reply_service.rb b/app/services/twitter/send_reply_service.rb
index e30786dc0..b68b3aef6 100644
--- a/app/services/twitter/send_reply_service.rb
+++ b/app/services/twitter/send_reply_service.rb
@@ -56,7 +56,7 @@ class Twitter::SendReplyService
   end
 
   def outgoing_message_from_chatwoot?
-    message.outgoing?
+    (message.outgoing? || message.template?)
   end
 
   delegate :additional_attributes, to: :contact
diff --git a/app/views/api/v1/accounts/inboxes/create.json.jbuilder b/app/views/api/v1/accounts/inboxes/create.json.jbuilder
index a596c0dd6..c046402bc 100644
--- a/app/views/api/v1/accounts/inboxes/create.json.jbuilder
+++ b/app/views/api/v1/accounts/inboxes/create.json.jbuilder
@@ -2,12 +2,13 @@ json.id @inbox.id
 json.channel_id @inbox.channel_id
 json.name @inbox.name
 json.channel_type @inbox.channel_type
+json.greeting_enabled @inbox.greeting_enabled
+json.greeting_message @inbox.greeting_message
 json.avatar_url @inbox.try(:avatar_url)
 json.website_token @inbox.channel.try(:website_token)
 json.widget_color @inbox.channel.try(:widget_color)
 json.website_url @inbox.channel.try(:website_url)
 json.welcome_title @inbox.channel.try(:welcome_title)
 json.welcome_tagline @inbox.channel.try(:welcome_tagline)
-json.agent_away_message @inbox.channel.try(:agent_away_message)
 json.web_widget_script @inbox.channel.try(:web_widget_script)
 json.enable_auto_assignment @inbox.enable_auto_assignment
diff --git a/app/views/api/v1/accounts/inboxes/index.json.jbuilder b/app/views/api/v1/accounts/inboxes/index.json.jbuilder
index 7d6879634..da52d6632 100644
--- a/app/views/api/v1/accounts/inboxes/index.json.jbuilder
+++ b/app/views/api/v1/accounts/inboxes/index.json.jbuilder
@@ -4,13 +4,14 @@ json.payload do
     json.channel_id inbox.channel_id
     json.name inbox.name
     json.channel_type inbox.channel_type
+    json.greeting_enabled inbox.greeting_enabled
+    json.greeting_message inbox.greeting_message
     json.avatar_url inbox.try(:avatar_url)
     json.page_id inbox.channel.try(:page_id)
     json.widget_color inbox.channel.try(:widget_color)
     json.website_url inbox.channel.try(:website_url)
     json.welcome_title inbox.channel.try(:welcome_title)
     json.welcome_tagline inbox.channel.try(:welcome_tagline)
-    json.agent_away_message inbox.channel.try(:agent_away_message)
     json.enable_auto_assignment inbox.enable_auto_assignment
     json.web_widget_script inbox.channel.try(:web_widget_script)
     json.phone_number inbox.channel.try(:phone_number)
diff --git a/app/views/api/v1/accounts/inboxes/update.json.jbuilder b/app/views/api/v1/accounts/inboxes/update.json.jbuilder
index a596c0dd6..c046402bc 100644
--- a/app/views/api/v1/accounts/inboxes/update.json.jbuilder
+++ b/app/views/api/v1/accounts/inboxes/update.json.jbuilder
@@ -2,12 +2,13 @@ json.id @inbox.id
 json.channel_id @inbox.channel_id
 json.name @inbox.name
 json.channel_type @inbox.channel_type
+json.greeting_enabled @inbox.greeting_enabled
+json.greeting_message @inbox.greeting_message
 json.avatar_url @inbox.try(:avatar_url)
 json.website_token @inbox.channel.try(:website_token)
 json.widget_color @inbox.channel.try(:widget_color)
 json.website_url @inbox.channel.try(:website_url)
 json.welcome_title @inbox.channel.try(:welcome_title)
 json.welcome_tagline @inbox.channel.try(:welcome_tagline)
-json.agent_away_message @inbox.channel.try(:agent_away_message)
 json.web_widget_script @inbox.channel.try(:web_widget_script)
 json.enable_auto_assignment @inbox.enable_auto_assignment
diff --git a/config/locales/ca.yml b/config/locales/ca.yml
index 250b3a003..ea5d46706 100644
--- a/config/locales/ca.yml
+++ b/config/locales/ca.yml
@@ -36,6 +36,6 @@ ca:
         assigned: "Assignada a %{assignee_name} per %{user_name}"
         removed: "%{user_name} ha tret l'assignació de la conversa"
     templates:
-      typical_reply_message_body: "%{account_name} normalment respon a les poques hores."
+      greeting_message_body: "%{account_name} normalment respon a les poques hores."
       ways_to_reach_you_message_body: "Fes saber a l'equip la forma de posar-nos en contacte amb tu."
       email_input_box_message_body: "Rep les notificacions per correu electrònic"
diff --git a/config/locales/cs.yml b/config/locales/cs.yml
index bf9ac59d7..e03370860 100644
--- a/config/locales/cs.yml
+++ b/config/locales/cs.yml
@@ -36,6 +36,6 @@ cs:
         assigned: "Přiřazeno k %{assignee_name} uživatelem %{user_name}"
         removed: "Konverzace zrušena uživatelem %{user_name}"
     templates:
-      typical_reply_message_body: "%{account_name} obvykle odpovídá za několik hodin."
+      greeting_message_body: "%{account_name} obvykle odpovídá za několik hodin."
       ways_to_reach_you_message_body: "Dejte týmu způsob, jak se k vám dostat."
       email_input_box_message_body: "Dostat upozornění e-mailem"
diff --git a/config/locales/de.yml b/config/locales/de.yml
index 5000c0344..6c007a159 100644
--- a/config/locales/de.yml
+++ b/config/locales/de.yml
@@ -51,6 +51,6 @@ de:
         assigned: "%{user_name} von %{assignee_name} zugewiesen"
         removed: "Gespräch nicht zugewiesen von %{user_name}"
     templates:
-      typical_reply_message_body: "%{account_name} Antworten in der Regel in wenigen Stunden."
+      greeting_message_body: "%{account_name} Antworten in der Regel in wenigen Stunden."
       ways_to_reach_you_message_body: "Geben Sie dem Team einen Weg, Sie zu erreichen."
       email_input_box_message_body: "Lassen Sie sich per E-Mail benachrichtigen"
diff --git a/config/locales/el.yml b/config/locales/el.yml
index 6282505cf..5f7a74dfc 100644
--- a/config/locales/el.yml
+++ b/config/locales/el.yml
@@ -36,7 +36,7 @@ el:
         assigned: "Ανατέθηκε στον %{assignee_name} από τον %{user_name}"
         removed: "Η συνομιλία σημάνθηκε ως μη ανατεθειμένη από τον %{user_name}"
     templates:
-      typical_reply_message_body: "Ο/Η %{account_name} συνήθως απαντάει σε μερικές ώρες."
+      greeting_message_body: "Ο/Η %{account_name} συνήθως απαντάει σε μερικές ώρες."
       ways_to_reach_you_message_body: "Δώστε στην ομάδα ένα τρόπο να φτάσει σε σας."
       email_input_box_message_body: "Ειδοποιηθείτε με email"
     reply:
diff --git a/config/locales/en.yml b/config/locales/en.yml
index 3b9afe3e4..f1852aa0c 100644
--- a/config/locales/en.yml
+++ b/config/locales/en.yml
@@ -51,7 +51,7 @@ en:
         assigned: "Assigned to %{assignee_name} by %{user_name}"
         removed: "Conversation unassigned by %{user_name}"
     templates:
-      typical_reply_message_body: "%{account_name} typically replies in a few hours."
+      greeting_message_body: "%{account_name} typically replies in a few hours."
       ways_to_reach_you_message_body: "Give the team a way to reach you."
       email_input_box_message_body: "Get notified by email"
     reply:
diff --git a/config/locales/es.yml b/config/locales/es.yml
index a85633fc7..5b968a6d9 100644
--- a/config/locales/es.yml
+++ b/config/locales/es.yml
@@ -36,7 +36,7 @@ es:
         assigned: "Asignado a %{assignee_name} por %{user_name}"
         removed: "Conversación no asignada por %{user_name}"
     templates:
-      typical_reply_message_body: "%{account_name} normalmente responde en unas pocas horas."
+      greeting_message_body: "%{account_name} normalmente responde en unas pocas horas."
       ways_to_reach_you_message_body: "Dale al equipo una forma de llegar a ti."
       email_input_box_message_body: "Recibir notificaciones por correo electrónico"
     reply:
diff --git a/config/locales/fr.yml b/config/locales/fr.yml
index 5651c1fd5..9ff3ccbe7 100644
--- a/config/locales/fr.yml
+++ b/config/locales/fr.yml
@@ -36,7 +36,7 @@ fr:
         assigned: "Assigné à %{assignee_name} par %{user_name}"
         removed: "Responsable de la conversation supprimé par %{user_name}"
     templates:
-      typical_reply_message_body: "%{account_name} répond généralement en quelques heures."
+      greeting_message_body: "%{account_name} répond généralement en quelques heures."
       ways_to_reach_you_message_body: "Donnez à l'équipe un moyen de vous recontacter."
       email_input_box_message_body: "Recevez des notifications par courriel"
     reply:
diff --git a/config/locales/it.yml b/config/locales/it.yml
index 1e2d843bc..a7ef603b4 100644
--- a/config/locales/it.yml
+++ b/config/locales/it.yml
@@ -36,6 +36,6 @@ it:
         assigned: "Assegnato a %{assignee_name} da %{user_name}"
         removed: "Conversazione non assegnata da %{user_name}"
     templates:
-      typical_reply_message_body: "%{account_name} risponde tipicamente tra qualche ora."
+      greeting_message_body: "%{account_name} risponde tipicamente tra qualche ora."
       ways_to_reach_you_message_body: "Offri alla squadra un modo per raggiungerti."
       email_input_box_message_body: "Ricevi una notifica via email"
diff --git a/config/locales/ml.yml b/config/locales/ml.yml
index 7cf0efe49..2dd97a3ff 100644
--- a/config/locales/ml.yml
+++ b/config/locales/ml.yml
@@ -36,6 +36,6 @@ ml:
         assigned: "%{assignee_name} %{user_name}-നെ നിയുക്തനാക്കി "
         removed: "%{user_name} സംഭാഷണം നിയുക്തമല്ലാതാക്കി"
     templates:
-      typical_reply_message_body: "%{account_name} സാധാരണ കുറച്ച് മണിക്കൂറിനുള്ളിൽ മറുപടി നൽകുന്നു."
+      greeting_message_body: "%{account_name} സാധാരണ കുറച്ച് മണിക്കൂറിനുള്ളിൽ മറുപടി നൽകുന്നു."
       ways_to_reach_you_message_body: "നിങ്ങളിലേക്ക് എത്താൻ ടീമിന് ഒരു വഴി നൽകുക."
       email_input_box_message_body: "ഇമെയിൽ വഴി അറിയിപ്പ് നേടുക"
diff --git a/config/locales/nl.yml b/config/locales/nl.yml
index 370378423..e6091f25b 100644
--- a/config/locales/nl.yml
+++ b/config/locales/nl.yml
@@ -36,6 +36,6 @@ nl:
         assigned: "Toegewezen aan %{assignee_name} door %{user_name}"
         removed: "Gesprek niet toegewezen door %{user_name}"
     templates:
-      typical_reply_message_body: "%{account_name} reageert meestal binnen een paar uur."
+      greeting_message_body: "%{account_name} reageert meestal binnen een paar uur."
       ways_to_reach_you_message_body: "Geef het team een manier om je te bereiken."
       email_input_box_message_body: "Ontvang een melding via e-mail"
diff --git a/config/locales/pl.yml b/config/locales/pl.yml
index a5f579186..fa159567a 100644
--- a/config/locales/pl.yml
+++ b/config/locales/pl.yml
@@ -36,6 +36,6 @@ pl:
         assigned: "Przypisane do %{assignee_name} przez %{user_name}"
         removed: "Rozmowa nieprzypisana przez %{user_name}"
     templates:
-      typical_reply_message_body: "%{account_name} zazwyczaj odpowiada w kilka godzin."
+      greeting_message_body: "%{account_name} zazwyczaj odpowiada w kilka godzin."
       ways_to_reach_you_message_body: "Daj drużynie możliwość dotarcia do Ciebie."
       email_input_box_message_body: "Otrzymuj powiadomienia przez e-mail"
diff --git a/config/locales/pt.yml b/config/locales/pt.yml
index 554fee99a..a1c20837f 100644
--- a/config/locales/pt.yml
+++ b/config/locales/pt.yml
@@ -36,6 +36,6 @@ pt:
         assigned: "Atribuído a %{assignee_name} por %{user_name}"
         removed: "Conversa não atribuída por %{user_name}"
     templates:
-      typical_reply_message_body: "%{account_name} normalmente responde em algumas horas."
+      greeting_message_body: "%{account_name} normalmente responde em algumas horas."
       ways_to_reach_you_message_body: "Dê à equipe um jeito de contatá-lo."
       email_input_box_message_body: "Seja notificado por e-mail"
diff --git a/config/locales/pt_BR.yml b/config/locales/pt_BR.yml
index 4c496c68a..8ce6be097 100644
--- a/config/locales/pt_BR.yml
+++ b/config/locales/pt_BR.yml
@@ -36,6 +36,6 @@ pt-BR:
         assigned: "Atribuído a %{assignee_name} por %{user_name}"
         removed: "Conversa não atribuída por %{user_name}"
     templates:
-      typical_reply_message_body: "%{account_name} normalmente responde em algumas horas."
+      greeting_message_body: "%{account_name} normalmente responde em algumas horas."
       ways_to_reach_you_message_body: "Informe uma forma para entrarmos em contato com você."
       email_input_box_message_body: "Seja notificado por e-mail"
diff --git a/config/locales/ro.yml b/config/locales/ro.yml
index db83cb3ef..a685277e2 100644
--- a/config/locales/ro.yml
+++ b/config/locales/ro.yml
@@ -36,7 +36,7 @@ ro:
         assigned: "Atribuit lui %{assignee_name} de %{user_name}"
         removed: "Conversație neasociată de %{user_name}"
     templates:
-      typical_reply_message_body: "%{account_name} răspunde de obicei în câteva ore."
+      greeting_message_body: "%{account_name} răspunde de obicei în câteva ore."
       ways_to_reach_you_message_body: "Dă-i echipei o modalitate de a te contacta."
       email_input_box_message_body: "Primește notificări prin e-mail"
     reply:
diff --git a/config/locales/sv.yml b/config/locales/sv.yml
index fa70633f2..9a8029a91 100644
--- a/config/locales/sv.yml
+++ b/config/locales/sv.yml
@@ -36,6 +36,6 @@ sv:
         assigned: "Tilldelad till %{assignee_name} av %{user_name}"
         removed: "Konversation otilldelad av %{user_name}"
     templates:
-      typical_reply_message_body: "%{account_name} svarar vanligtvis om några timmar."
+      greeting_message_body: "%{account_name} svarar vanligtvis om några timmar."
       ways_to_reach_you_message_body: "Ge laget ett sätt att nå dig."
       email_input_box_message_body: "Få meddelande via e-post"
diff --git a/db/migrate/20200605130625_agent_away_message_to_auto_reply.rb b/db/migrate/20200605130625_agent_away_message_to_auto_reply.rb
new file mode 100644
index 000000000..9bf1d49c6
--- /dev/null
+++ b/db/migrate/20200605130625_agent_away_message_to_auto_reply.rb
@@ -0,0 +1,21 @@
+class AgentAwayMessageToAutoReply < ActiveRecord::Migration[6.0]
+  def change
+    add_column :inboxes, :greeting_enabled, :boolean, default: false # rubocop:disable Rails/BulkChangeTable
+    add_column :inboxes, :greeting_message, :string
+
+    migrate_agent_away_to_greeting
+
+    remove_column :channel_web_widgets, :agent_away_message, :string
+  end
+
+  def migrate_agent_away_to_greeting
+    ::Channel::WebWidget.find_in_batches do |widget_batch|
+      widget_batch.each do |widget|
+        inbox = widget.inbox
+        inbox.greeting_enabled = true
+        inbox.greeting_message = widget.agent_away_message
+        widget.save!
+      end
+    end
+  end
+end
diff --git a/db/schema.rb b/db/schema.rb
index 914058c79..f237be8f0 100644
--- a/db/schema.rb
+++ b/db/schema.rb
@@ -161,7 +161,6 @@ ActiveRecord::Schema.define(version: 2020_06_07_140737) do
     t.string "widget_color", default: "#1f93ff"
     t.string "welcome_title"
     t.string "welcome_tagline"
-    t.string "agent_away_message"
     t.index ["website_token"], name: "index_channel_web_widgets_on_website_token", unique: true
   end
 
@@ -245,6 +244,8 @@ ActiveRecord::Schema.define(version: 2020_06_07_140737) do
     t.datetime "updated_at", null: false
     t.string "channel_type"
     t.boolean "enable_auto_assignment", default: true
+    t.boolean "greeting_enabled", default: false
+    t.string "greeting_message"
     t.index ["account_id"], name: "index_inboxes_on_account_id"
   end
 
diff --git a/spec/controllers/api/v1/widget/messages_controller_spec.rb b/spec/controllers/api/v1/widget/messages_controller_spec.rb
index e4983fa57..a8120d93e 100644
--- a/spec/controllers/api/v1/widget/messages_controller_spec.rb
+++ b/spec/controllers/api/v1/widget/messages_controller_spec.rb
@@ -24,8 +24,8 @@ RSpec.describe '/api/v1/widget/messages', type: :request do
         expect(response).to have_http_status(:success)
         json_response = JSON.parse(response.body)
 
-        # 2 messages created + 3 messages by the template hook
-        expect(json_response.length).to eq(5)
+        # 2 messages created + 2 messages by the email hook
+        expect(json_response.length).to eq(4)
       end
     end
   end
diff --git a/spec/finders/message_finder_spec.rb b/spec/finders/message_finder_spec.rb
index e51c7c406..58dafcef6 100644
--- a/spec/finders/message_finder_spec.rb
+++ b/spec/finders/message_finder_spec.rb
@@ -15,7 +15,7 @@ describe ::MessageFinder do
     create(:message, account: account, inbox: inbox, conversation: conversation)
     create(:message, message_type: 'activity', account: account, inbox: inbox, conversation: conversation)
     create(:message, message_type: 'activity', account: account, inbox: inbox, conversation: conversation)
-    # this outgoing message creates 3 additional messages because of the hook execution service
+    # this outgoing message creates 2 additional messages because of the email hook execution service
     create(:message, message_type: 'outgoing', account: account, inbox: inbox, conversation: conversation)
   end
 
@@ -25,7 +25,7 @@ describe ::MessageFinder do
 
       it 'filter conversations by status' do
         result = message_finder.perform
-        expect(result.count).to be 7
+        expect(result.count).to be 6
       end
     end
 
@@ -34,7 +34,7 @@ describe ::MessageFinder do
 
       it 'filter conversations by status' do
         result = message_finder.perform
-        expect(result.count).to be 5
+        expect(result.count).to be 4
       end
     end
 
@@ -44,7 +44,7 @@ describe ::MessageFinder do
 
       it 'filter conversations by status' do
         result = message_finder.perform
-        expect(result.count).to be 7
+        expect(result.count).to be 6
       end
     end
   end
diff --git a/spec/lib/webhooks/twitter_spec.rb b/spec/lib/webhooks/twitter_spec.rb
index 28220406b..cb01d03da 100644
--- a/spec/lib/webhooks/twitter_spec.rb
+++ b/spec/lib/webhooks/twitter_spec.rb
@@ -7,7 +7,7 @@ describe Webhooks::Twitter do
   let!(:account) { create(:account) }
   # FIX ME: recipient id is set to 1 inside event factories
   let!(:twitter_channel) { create(:channel_twitter_profile, account: account, profile_id: '1') }
-  let!(:twitter_inbox) { create(:inbox, channel: twitter_channel, account: account) }
+  let!(:twitter_inbox) { create(:inbox, channel: twitter_channel, account: account, greeting_enabled: false) }
   let!(:dm_params) { build(:twitter_message_create_event).with_indifferent_access }
   let!(:tweet_params) { build(:tweet_create_event).with_indifferent_access }
 
diff --git a/spec/mailboxes/conversation_mailbox_spec.rb b/spec/mailboxes/conversation_mailbox_spec.rb
index c3e5dfa2a..65a757058 100644
--- a/spec/mailboxes/conversation_mailbox_spec.rb
+++ b/spec/mailboxes/conversation_mailbox_spec.rb
@@ -6,7 +6,7 @@ RSpec.describe ConversationMailbox, type: :mailbox do
   describe 'add mail as reply in a conversation' do
     let(:agent) { create(:user, email: 'agent1@example.com') }
     let(:reply_mail) { create_inbound_email_from_fixture('reply.eml') }
-    let(:conversation) { create(:conversation, assignee: agent) }
+    let(:conversation) { create(:conversation, assignee: agent, inbox: create(:inbox, greeting_enabled: false)) }
     let(:described_subject) { described_class.receive reply_mail }
     let(:serialized_attributes) { %w[text_content html_content number_of_attachments subject date to from in_reply_to cc bcc message_id] }
 
diff --git a/spec/services/message_templates/hook_execution_service_spec.rb b/spec/services/message_templates/hook_execution_service_spec.rb
index 90a7893ad..4b5b8537f 100644
--- a/spec/services/message_templates/hook_execution_service_spec.rb
+++ b/spec/services/message_templates/hook_execution_service_spec.rb
@@ -5,17 +5,22 @@ describe ::MessageTemplates::HookExecutionService do
     it 'calls ::MessageTemplates::Template::EmailCollect' do
       contact = create(:contact, email: nil)
       conversation = create(:conversation, contact: contact)
-      message = create(:message, conversation: conversation)
 
-      # this hook will only get executed for conversations with out any template messages
-      message.conversation.messages.template.destroy_all
+      # ensure greeting hook is enabled
+      conversation.inbox.update(greeting_enabled: true)
 
       email_collect_service = double
+      greeting_service = double
       allow(::MessageTemplates::Template::EmailCollect).to receive(:new).and_return(email_collect_service)
       allow(email_collect_service).to receive(:perform).and_return(true)
+      allow(::MessageTemplates::Template::Greeting).to receive(:new).and_return(greeting_service)
+      allow(greeting_service).to receive(:perform).and_return(true)
 
-      described_class.new(message: message).perform
+      # described class gets called in message after commit
+      message = create(:message, conversation: conversation)
 
+      expect(::MessageTemplates::Template::Greeting).to have_received(:new).with(conversation: message.conversation)
+      expect(greeting_service).to have_received(:perform)
       expect(::MessageTemplates::Template::EmailCollect).to have_received(:new).with(conversation: message.conversation)
       expect(email_collect_service).to have_received(:perform)
     end
diff --git a/spec/services/message_templates/template/email_collect_spec.rb b/spec/services/message_templates/template/email_collect_spec.rb
index 1d688e37a..4fe5256c7 100644
--- a/spec/services/message_templates/template/email_collect_spec.rb
+++ b/spec/services/message_templates/template/email_collect_spec.rb
@@ -6,7 +6,7 @@ describe ::MessageTemplates::Template::EmailCollect do
 
     it 'creates the email collect messages' do
       described_class.new(conversation: conversation).perform
-      expect(conversation.messages.count).to eq(3)
+      expect(conversation.messages.count).to eq(2)
     end
   end
 end
diff --git a/spec/services/message_templates/template/greeting_spec.rb b/spec/services/message_templates/template/greeting_spec.rb
new file mode 100644
index 000000000..7d1f45d8c
--- /dev/null
+++ b/spec/services/message_templates/template/greeting_spec.rb
@@ -0,0 +1,12 @@
+require 'rails_helper'
+
+describe ::MessageTemplates::Template::Greeting do
+  context 'when this hook is called' do
+    let(:conversation) { create(:conversation) }
+
+    it 'creates the email collect messages' do
+      described_class.new(conversation: conversation).perform
+      expect(conversation.messages.count).to eq(1)
+    end
+  end
+end
diff --git a/spec/services/twilio/incoming_message_service_spec.rb b/spec/services/twilio/incoming_message_service_spec.rb
index 7b895bd35..277a4f683 100644
--- a/spec/services/twilio/incoming_message_service_spec.rb
+++ b/spec/services/twilio/incoming_message_service_spec.rb
@@ -3,7 +3,8 @@ require 'rails_helper'
 describe Twilio::IncomingMessageService do
   let!(:account) { create(:account) }
   let!(:twilio_sms) do
-    create(:channel_twilio_sms, account: account, phone_number: '+1234567890', account_sid: 'ACxxx')
+    create(:channel_twilio_sms, account: account, phone_number: '+1234567890', account_sid: 'ACxxx',
+                                inbox: create(:inbox, account: account, greeting_enabled: false))
   end
   let!(:contact) { create(:contact, account: account, phone_number: '+12345') }
   let(:contact_inbox) { create(:contact_inbox, source_id: '+12345', contact: contact, inbox: twilio_sms.inbox) }