b5ebc47637
Fixes https://github.com/chatwoot/chatwoot/issues/11569 ## Problem On platforms like WhatsApp and Facebook Messenger, customers cannot reply to messages after 24 hours (or other channel-specific messaging windows). Despite this limitation, the system continued sending CSAT surveys to customers outside their messaging window, making it impossible for them to respond. ## Solution Added a check for `conversation.can_reply?` in the `should_send_csat_survey?` method. This leverages the existing `MessageWindowService` which already handles all channel-specific messaging window logic.
91 lines
3.1 KiB
Ruby
91 lines
3.1 KiB
Ruby
class MessageTemplates::HookExecutionService
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pattr_initialize [:message!]
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def perform
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return if conversation.campaign.present?
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return if conversation.last_incoming_message.blank?
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trigger_templates
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end
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private
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delegate :inbox, :conversation, to: :message
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delegate :contact, to: :conversation
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def trigger_templates
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::MessageTemplates::Template::OutOfOffice.new(conversation: conversation).perform if should_send_out_of_office_message?
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::MessageTemplates::Template::Greeting.new(conversation: conversation).perform if should_send_greeting?
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::MessageTemplates::Template::EmailCollect.new(conversation: conversation).perform if inbox.enable_email_collect && should_send_email_collect?
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handle_csat_survey
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end
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def should_send_out_of_office_message?
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# should not send if its a tweet message
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return false if conversation.tweet?
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# should not send for outbound messages
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return false unless message.incoming?
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# prevents sending out-of-office message if an agent has sent a message in last 5 minutes
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# ensures better UX by not interrupting active conversations at the end of business hours
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return false if conversation.messages.outgoing.where(private: false).exists?(['created_at > ?', 5.minutes.ago])
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inbox.out_of_office? && conversation.messages.today.template.empty? && inbox.out_of_office_message.present?
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end
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def first_message_from_contact?
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conversation.messages.outgoing.count.zero? && conversation.messages.template.count.zero?
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end
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def should_send_greeting?
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# should not send if its a tweet message
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return false if conversation.tweet?
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first_message_from_contact? && inbox.greeting_enabled? && inbox.greeting_message.present?
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end
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def email_collect_was_sent?
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conversation.messages.where(content_type: 'input_email').present?
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end
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# TODO: we should be able to reduce this logic once we have a toggle for email collect messages
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def should_send_email_collect?
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!contact_has_email? && inbox.web_widget? && !email_collect_was_sent?
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end
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def contact_has_email?
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contact.email
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end
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def csat_enabled_conversation?
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return false unless conversation.resolved?
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# should not sent since the link will be public
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return false if conversation.tweet?
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return false unless inbox.csat_survey_enabled?
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true
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end
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def handle_csat_survey
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return unless csat_enabled_conversation?
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# only send CSAT once in a conversation
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return if csat_already_sent?
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# Only send CSAT if agent can still reply by checking the messaging window restriction
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# https://www.chatwoot.com/docs/self-hosted/supported-features#outgoing-message-restriction
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if within_messaging_window?
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::MessageTemplates::Template::CsatSurvey.new(conversation: conversation).perform
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else
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conversation.create_csat_not_sent_activity_message
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end
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end
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def csat_already_sent?
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conversation.messages.where(content_type: :input_csat).present?
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end
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def within_messaging_window?
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conversation.can_reply?
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end
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end
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MessageTemplates::HookExecutionService.prepend_mod_with('MessageTemplates::HookExecutionService')
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