feat: Add CSAT Message Template Hooks (#2494)

app/models/inbox.rb

@@ -67,11 +67,11 @@ class Inbox < ApplicationRecord
   end
 
   def facebook?
-    channel.class.name.to_s == 'Channel::FacebookPage'
+    channel_type == 'Channel::FacebookPage'
   end
 
   def web_widget?
-    channel.class.name.to_s == 'Channel::WebWidget'
+    channel_type == 'Channel::WebWidget'
   end
 
   def inbox_type

app/services/message_templates/hook_execution_service.rb

@@ -5,11 +5,7 @@ class MessageTemplates::HookExecutionService
     return if inbox.agent_bot_inbox&.active?
     return if conversation.campaign.present?
 
-    # TODO: let's see whether this is needed and remove this and related logic if not
+    trigger_templates
-    # ::MessageTemplates::Template::OutOfOffice.new(conversation: conversation).perform if should_send_out_of_office_message?
-
-    ::MessageTemplates::Template::Greeting.new(conversation: conversation).perform if should_send_greeting?
-    ::MessageTemplates::Template::EmailCollect.new(conversation: conversation).perform if inbox.enable_email_collect && should_send_email_collect?
   end
 
   private
@@ -17,6 +13,14 @@ class MessageTemplates::HookExecutionService
   delegate :inbox, :conversation, to: :message
   delegate :contact, to: :conversation
 
+  def trigger_templates
+    # TODO: let's see whether this is needed and remove this and related logic if not
+    # ::MessageTemplates::Template::OutOfOffice.new(conversation: conversation).perform if should_send_out_of_office_message?
+    ::MessageTemplates::Template::Greeting.new(conversation: conversation).perform if should_send_greeting?
+    ::MessageTemplates::Template::EmailCollect.new(conversation: conversation).perform if inbox.enable_email_collect && should_send_email_collect?
+    ::MessageTemplates::Template::CsatSurvey.new(conversation: conversation).perform if should_send_csat_survey?
+  end
+
   def should_send_out_of_office_message?
     inbox.out_of_office? && conversation.messages.today.template.empty? && inbox.out_of_office_message.present?
   end
@@ -41,4 +45,21 @@ class MessageTemplates::HookExecutionService
   def contact_has_email?
     contact.email
   end
+
+  def csat_enabled_inbox?
+    # for now csat only available in web widget channel
+    return unless inbox.web_widget?
+    return unless inbox.csat_survey_enabled?
+
+    true
+  end
+
+  def should_send_csat_survey?
+    return unless conversation.resolved?
+    return unless csat_enabled_inbox?
+    # only send CSAT once in a conversation
+    return if conversation.messages.where(content_type: :input_csat).present?
+
+    true
+  end
 end

app/services/message_templates/template/csat_survey.rb

@@ -0,0 +1,24 @@
+class MessageTemplates::Template::CsatSurvey
+  pattr_initialize [:conversation!]
+
+  def perform
+    ActiveRecord::Base.transaction do
+      conversation.messages.create!(csat_survey_message_params)
+    end
+  end
+
+  private
+
+  delegate :contact, :account, to: :conversation
+  delegate :inbox, to: :message
+
+  def csat_survey_message_params
+    {
+      account_id: @conversation.account_id,
+      inbox_id: @conversation.inbox_id,
+      message_type: :template,
+      content_type: :input_csat,
+      content: I18n.t('conversations.templates.csat_input_message_body')
+    }
+  end
+end

config/locales/en.yml

@@ -82,6 +82,7 @@ en:
       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"
+      csat_input_message_body: "Please rate the conversation"
     reply:
       email_subject: "New messages on this conversation"
       transcript_subject: "Conversation Transcript"

spec/services/message_templates/hook_execution_service_spec.rb

@@ -87,6 +87,55 @@ describe ::MessageTemplates::HookExecutionService do
     end
   end
 
+  context 'when CSAT Survey' do
+    let(:csat_survey) { double }
+    let(:conversation) { create(:conversation) }
+
+    before do
+      allow(::MessageTemplates::Template::CsatSurvey).to receive(:new).and_return(csat_survey)
+      allow(csat_survey).to receive(:perform).and_return(true)
+    end
+
+    it 'calls ::MessageTemplates::Template::CsatSurvey when a conversation is resolved in an inbox with survey enabled' do
+      conversation.inbox.update(csat_survey_enabled: true)
+
+      conversation.resolved!
+
+      expect(::MessageTemplates::Template::CsatSurvey).to have_received(:new).with(conversation: conversation)
+      expect(csat_survey).to have_received(:perform)
+    end
+
+    it 'will not call ::MessageTemplates::Template::CsatSurvey when Csat is not enabled' do
+      conversation.inbox.update(csat_survey_enabled: false)
+
+      conversation.resolved!
+
+      expect(::MessageTemplates::Template::CsatSurvey).not_to have_received(:new).with(conversation: conversation)
+      expect(csat_survey).not_to have_received(:perform)
+    end
+
+    it 'will not call ::MessageTemplates::Template::CsatSurvey if its not a website widget' do
+      api_channel = create(:channel_api)
+      conversation = create(:conversation, inbox: create(:inbox, channel: api_channel))
+      conversation.inbox.update(csat_survey_enabled: true)
+
+      conversation.resolved!
+
+      expect(::MessageTemplates::Template::CsatSurvey).not_to have_received(:new).with(conversation: conversation)
+      expect(csat_survey).not_to have_received(:perform)
+    end
+
+    it 'will not call ::MessageTemplates::Template::CsatSurvey if another Csat was already sent' do
+      conversation.inbox.update(csat_survey_enabled: true)
+      conversation.messages.create!(message_type: 'outgoing', content_type: :input_csat, account: conversation.account, inbox: conversation.inbox)
+
+      conversation.resolved!
+
+      expect(::MessageTemplates::Template::CsatSurvey).not_to have_received(:new).with(conversation: conversation)
+      expect(csat_survey).not_to have_received(:perform)
+    end
+  end
+
   # TODO: remove this if this hook is removed
   # context 'when it is after working hours' do
   #   it 'calls ::MessageTemplates::Template::OutOfOffice' do

spec/services/message_templates/template/csat_survey_spec.rb

@@ -0,0 +1,13 @@
+require 'rails_helper'
+
+describe ::MessageTemplates::Template::CsatSurvey do
+  context 'when this hook is called' do
+    let(:conversation) { create(:conversation) }
+
+    it 'creates the out of office messages' do
+      described_class.new(conversation: conversation).perform
+      expect(conversation.messages.template.count).to eq(1)
+      expect(conversation.messages.template.first.content_type).to eq('input_csat')
+    end
+  end
+end