chore: Mark conversations as pending instead of reopen when bot is present (#5751)

With this change, conversations are marked as pending instead of reopening when a bot is connected to that Inbox. 

Fixes: #5668

app/models/conversation.rb

@@ -210,7 +210,7 @@ class Conversation < ApplicationRecord
 
   def mark_conversation_pending_if_bot
     # TODO: make this an inbox config instead of assuming bot conversations should start as pending
-    self.status = :pending if inbox.agent_bot_inbox&.active? || inbox.hooks.pluck(:app_id).include?('dialogflow')
+    self.status = :pending if inbox.active_bot?
   end
 
   def notify_conversation_creation

app/models/inbox.rb

@@ -101,6 +101,10 @@ class Inbox < ApplicationRecord
     channel_type == 'Channel::Whatsapp'
   end
 
+  def active_bot?
+    agent_bot_inbox&.active? || hooks.pluck(:app_id).include?('dialogflow')
+  end
+
   def inbox_type
     channel.name
   end

app/models/message.rb

@@ -193,7 +193,18 @@ class Message < ApplicationRecord
     return if conversation.muted?
     return unless incoming?
 
-    conversation.open! if conversation.resolved? || conversation.snoozed?
+    conversation.open! if conversation.snoozed?
+
+    reopen_resolved_conversation if conversation.resolved?
+  end
+
+  def reopen_resolved_conversation
+    # mark resolved bot conversation as pending to be reopened by bot processor service
+    if conversation.inbox.active_bot?
+      conversation.pending!
+    else
+      conversation.open!
+    end
   end
 
   def execute_message_template_hooks

spec/models/message_spec.rb

@@ -31,6 +31,17 @@ RSpec.describe Message, type: :model do
       message.save!
       expect(message.conversation.open?).to be false
     end
+
+    it 'will mark the conversation as pending if the agent bot is active' do
+      agent_bot = create(:agent_bot)
+      inbox = conversation.inbox
+      inbox.agent_bot = agent_bot
+      inbox.save!
+      conversation.resolved!
+      message.save!
+      expect(conversation.open?).to be false
+      expect(conversation.pending?).to be true
+    end
   end
 
   context 'with webhook_data' do