fix: Include waiting on agent conversations to unattended view (#7667)

Updating the `unattended` tab to include conversations where the customer responded and is awaiting an agent's response.

Previously it showed only the conversations where the first response was pending.

Co-authored-by: Pranav Raj S <pranav@chatwoot.com>

app/javascript/dashboard/store/modules/conversations/helpers.js

@@ -25,10 +25,11 @@ export const filterByLabel = (shouldFilter, labels, chatLabels) => {
 export const filterByUnattended = (
   shouldFilter,
   conversationType,
-  firstReplyOn
+  firstReplyOn,
+  waitingSince
 ) => {
   return conversationType === 'unattended'
-    ? !firstReplyOn && shouldFilter
+    ? (!firstReplyOn || !!waitingSince) && shouldFilter
     : shouldFilter;
 };
 
@@ -40,6 +41,7 @@ export const applyPageFilters = (conversation, filters) => {
     labels: chatLabels = [],
     meta = {},
     first_reply_created_at: firstReplyOn,
+    waiting_since: waitingSince,
   } = conversation;
   const team = meta.team || {};
   const { id: chatTeamId } = team;
@@ -51,7 +53,8 @@ export const applyPageFilters = (conversation, filters) => {
   shouldFilter = filterByUnattended(
     shouldFilter,
     conversationType,
-    firstReplyOn
+    firstReplyOn,
+    waitingSince
   );
 
   return shouldFilter;

app/listeners/reporting_event_listener.rb

@@ -38,8 +38,6 @@ class ReportingEventListener < BaseListener
       event_end_time: message.created_at
     )
 
-    conversation.update(first_reply_created_at: message.created_at)
-
     reporting_event.save!
   end
 

app/models/conversation.rb

@@ -72,7 +72,7 @@ class Conversation < ApplicationRecord
   scope :unassigned, -> { where(assignee_id: nil) }
   scope :assigned, -> { where.not(assignee_id: nil) }
   scope :assigned_to, ->(agent) { where(assignee_id: agent.id) }
-  scope :unattended, -> { where(first_reply_created_at: nil) }
+  scope :unattended, -> { where(first_reply_created_at: nil).or(where.not(waiting_since: nil)) }
   scope :resolvable, lambda { |auto_resolve_duration|
     return none if auto_resolve_duration.to_i.zero?
 
@@ -218,7 +218,7 @@ class Conversation < ApplicationRecord
   end
 
   def ensure_waiting_since
-    self.waiting_since = Time.now.utc
+    self.waiting_since = created_at
   end
 
   def validate_additional_attributes
@@ -242,7 +242,8 @@ class Conversation < ApplicationRecord
 
   def allowed_keys?
     (
-      previous_changes.keys.intersect?(%w[team_id assignee_id status snoozed_until custom_attributes label_list first_reply_created_at priority]) ||
+      previous_changes.keys.intersect?(%w[team_id assignee_id status snoozed_until custom_attributes label_list waiting_since first_reply_created_at
+                                          priority]) ||
       (previous_changes['additional_attributes'].present? && previous_changes['additional_attributes'][1].keys.intersect?(%w[conversation_language]))
     )
   end

app/models/message.rb

@@ -247,7 +247,6 @@ class Message < ApplicationRecord
     send_reply
     execute_message_template_hooks
     update_contact_activity
-    update_waiting_since
   end
 
   def update_contact_activity
@@ -261,7 +260,7 @@ class Message < ApplicationRecord
       )
       conversation.update(waiting_since: nil)
     end
-    conversation.update(waiting_since: Time.now.utc) if incoming? && conversation.waiting_since.blank?
+    conversation.update(waiting_since: created_at) if incoming? && conversation.waiting_since.blank?
   end
 
   def human_response?
@@ -276,8 +275,12 @@ class Message < ApplicationRecord
 
   def dispatch_create_events
     Rails.configuration.dispatcher.dispatch(MESSAGE_CREATED, Time.zone.now, message: self, performed_by: Current.executed_by)
+
     if valid_first_reply?
       Rails.configuration.dispatcher.dispatch(FIRST_REPLY_CREATED, Time.zone.now, message: self, performed_by: Current.executed_by)
+      conversation.update(first_reply_created_at: created_at, waiting_since: nil)
+    else
+      update_waiting_since
     end
   end