deeb6d4e3f
A while back, we added a UX enhancement that disabled sending the OOO message when an agent had replied to the conversation in the last 5 minutes. https://github.com/chatwoot/chatwoot/pull/11073 This would not send a "we will be back" message even if that reply was a private note. This would break for bots that posted private notes, and even for agents who need to just add a note and not actually reply to the email.
78 lines
2.7 KiB
Ruby
78 lines
2.7 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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::MessageTemplates::Template::CsatSurvey.new(conversation: conversation).perform if should_send_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 should_send_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 conversation.messages.where(content_type: :input_csat).present?
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true
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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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