feat(ee): Add reporting events for bots (#9027)

Added a new event conversation_bot_resolved and added a job to auto resolve the bot conversations if there was no activity for the last 1 hour.

.github/workflows/run_response_bot_spec.yml

@@ -73,6 +73,7 @@ jobs:
           spec/enterprise/controllers/api/v1/accounts/response_sources_controller_spec.rb \
           spec/enterprise/services/enterprise/message_templates/response_bot_service_spec.rb \
           spec/enterprise/controllers/enterprise/api/v1/accounts/inboxes_controller_spec.rb:47 \
+          spec/enterprise/jobs/enterprise/account/conversations_resolution_scheduler_job_spec.rb \
           --profile=10 \
           --format documentation
 

app/jobs/account/conversations_resolution_scheduler_job.rb

@@ -7,3 +7,4 @@ class Account::ConversationsResolutionSchedulerJob < ApplicationJob
     end
   end
 end
+Account::ConversationsResolutionSchedulerJob.prepend_mod_with('Account::ConversationsResolutionSchedulerJob')

app/listeners/reporting_event_listener.rb

@@ -17,6 +17,8 @@ class ReportingEventListener < BaseListener
       event_start_time: conversation.created_at,
       event_end_time: conversation.updated_at
     )
+
+    create_bot_resolved_event(conversation, reporting_event)
     reporting_event.save!
   end
 
@@ -83,4 +85,16 @@ class ReportingEventListener < BaseListener
     )
     reporting_event.save!
   end
+
+  private
+
+  def create_bot_resolved_event(conversation, reporting_event)
+    return unless conversation.inbox.active_bot?
+    # We don't want to create a bot_resolved event if there is user interaction on the conversation
+    return if conversation.messages.exists?(message_type: :outgoing, sender_type: 'User')
+
+    bot_resolved_event = reporting_event.dup
+    bot_resolved_event.name = 'conversation_bot_resolved'
+    bot_resolved_event.save!
+  end
 end

enterprise/app/jobs/enterprise/account/conversations_resolution_scheduler_job.rb

@@ -0,0 +1,10 @@
+module Enterprise::Account::ConversationsResolutionSchedulerJob
+  def perform
+    super
+    Account.feature_response_bot.all.find_each(batch_size: 100) do |account|
+      account.inboxes.each do |inbox|
+        ResponseBot::InboxPendingConversationsResolutionJob.perform_later(inbox) if inbox.response_bot_enabled?
+      end
+    end
+  end
+end

enterprise/app/jobs/response_bot/inbox_pending_conversations_resolution_job.rb

@@ -0,0 +1,19 @@
+class ResponseBot::InboxPendingConversationsResolutionJob < ApplicationJob
+  queue_as :low
+
+  def perform(inbox)
+    # limiting the number of conversations to be resolved to avoid any performance issues
+    resolvable_conversations = inbox.conversations.pending.where('last_activity_at < ? ', Time.now.utc - 1.hour).limit(Limits::BULK_ACTIONS_LIMIT)
+    resolvable_conversations.each do |conversation|
+      conversation.messages.create!(
+        {
+          message_type: :outgoing,
+          account_id: conversation.account_id,
+          inbox_id: conversation.inbox_id,
+          content: 'Resolving the conversation as it has been inactive for a while. Please start a new conversation if you need further assistance.'
+        }
+      )
+      conversation.resolved!
+    end
+  end
+end

enterprise/app/jobs/response_bot/response_bot_job.rb

@@ -1,4 +1,4 @@
-class ResponseBotJob < ApplicationJob
+class ResponseBot::ResponseBotJob < ApplicationJob
   queue_as :medium
 
   def perform(conversation)

enterprise/app/jobs/response_bot/response_builder_job.rb

@@ -1,4 +1,4 @@
-class ResponseBuilderJob < ApplicationJob
+class ResponseBot::ResponseBuilderJob < ApplicationJob
   queue_as :default
 
   def perform(response_document)

enterprise/app/jobs/response_bot/response_document_content_job.rb

@@ -1,5 +1,5 @@
 # app/jobs/response_document_content_job.rb
-class ResponseDocumentContentJob < ApplicationJob
+class ResponseBot::ResponseDocumentContentJob < ApplicationJob
   queue_as :default
 
   def perform(response_document)

enterprise/app/models/response_document.rb

@@ -35,12 +35,12 @@ class ResponseDocument < ApplicationRecord
   def ensure_content
     return unless content.nil?
 
-    ResponseDocumentContentJob.perform_later(self)
+    ResponseBot::ResponseDocumentContentJob.perform_later(self)
   end
 
   def handle_content_change
     return unless saved_change_to_content? && content.present?
 
-    ResponseBuilderJob.perform_later(self)
+    ResponseBot::ResponseBuilderJob.perform_later(self)
   end
 end

enterprise/app/services/enterprise/message_templates/hook_execution_service.rb

@@ -1,7 +1,7 @@
 module Enterprise::MessageTemplates::HookExecutionService
   def trigger_templates
     super
-    ResponseBotJob.perform_later(conversation) if should_process_response_bot?
+    ResponseBot::ResponseBotJob.perform_later(conversation) if should_process_response_bot?
   end
 
   def should_process_response_bot?

enterprise/app/services/enterprise/message_templates/response_bot_service.rb

@@ -80,8 +80,8 @@ class Enterprise::MessageTemplates::ResponseBotService
     case action
     when 'handoff'
       conversation.messages.create!('message_type': :outgoing, 'account_id': conversation.account_id, 'inbox_id': conversation.inbox_id,
-                                    'content': 'passing to an agent')
-      conversation.update(status: :open)
+                                    'content': 'Transferring to another agent for further assistance.')
+      conversation.bot_handoff!
     end
   end
 

enterprise/app/services/features/response_bot_service.rb

@@ -6,6 +6,11 @@ class Features::ResponseBotService
     create_tables
   end
 
+  def disable_in_installation
+    drop_tables
+    disable_vector_extension
+  end
+
   def enable_vector_extension
     MIGRATION_VERSION.enable_extension 'vector'
   rescue ActiveRecord::StatementInvalid

spec/enterprise/controllers/api/v1/accounts/response_sources_controller_spec.rb

@@ -5,7 +5,7 @@ RSpec.describe 'Response Sources API', type: :request do
   let!(:admin) { create(:user, account: account, role: :administrator) }
 
   before do
-    skip('Skipping since vector is not enabled in this environment') unless Features::ResponseBotService.new.vector_extension_enabled?
+    skip_unless_response_bot_enabled_test_environment
   end
 
   describe 'POST /api/v1/accounts/{account.id}/response_sources/parse' do

spec/enterprise/controllers/enterprise/api/v1/accounts/inboxes_controller_spec.rb

@@ -50,7 +50,7 @@ RSpec.describe 'Enterprise Inboxes API', type: :request do
     let(:administrator) { create(:user, account: account, role: :administrator) }
 
     before do
-      skip('Skipping since vector is not enabled in this environment') unless Features::ResponseBotService.new.vector_extension_enabled?
+      skip_unless_response_bot_enabled_test_environment
     end
 
     context 'when it is an unauthenticated user' do

spec/enterprise/jobs/enterprise/account/conversations_resolution_scheduler_job_spec.rb

@@ -0,0 +1,29 @@
+require 'rails_helper'
+
+RSpec.describe Account::ConversationsResolutionSchedulerJob, type: :job do
+  let!(:account_with_bot) { create(:account) }
+  let!(:account_without_bot) { create(:account) }
+  let!(:inbox_with_bot) { create(:inbox, account: account_with_bot) }
+  let!(:inbox_without_bot) { create(:inbox, account: account_without_bot) }
+  let(:response_source) { create(:response_source, account: account_with_bot) }
+
+  before do
+    skip_unless_response_bot_enabled_test_environment
+    account_with_bot.enable_features!(:response_bot)
+    create(:inbox_response_source, inbox: inbox_with_bot, response_source: response_source)
+  end
+
+  describe '#perform' do
+    it 'enqueues resolution jobs only for inboxes with response bot enabled' do
+      expect do
+        described_class.perform_now
+      end.to have_enqueued_job(ResponseBot::InboxPendingConversationsResolutionJob).with(inbox_with_bot).and have_enqueued_job.exactly(:once)
+    end
+
+    it 'does not enqueue resolution jobs for inboxes without response bot enabled' do
+      expect do
+        described_class.perform_now
+      end.not_to have_enqueued_job(ResponseBot::InboxPendingConversationsResolutionJob).with(inbox_without_bot)
+    end
+  end
+end

spec/enterprise/jobs/response_bot/inbox_pending_conversations_resolution_job_spec.rb

@@ -0,0 +1,38 @@
+require 'rails_helper'
+
+RSpec.describe ResponseBot::InboxPendingConversationsResolutionJob, type: :job do
+  include ActiveJob::TestHelper
+
+  let!(:inbox) { create(:inbox) }
+  let!(:resolvable_pending_conversation) { create(:conversation, inbox: inbox, last_activity_at: 2.hours.ago, status: :pending) }
+  let!(:recent_pending_conversation) { create(:conversation, inbox: inbox, last_activity_at: 10.minutes.ago, status: :pending) }
+  let!(:open_conversation) { create(:conversation, inbox: inbox, last_activity_at: 1.hour.ago, status: :open) }
+
+  before do
+    stub_const('Limits::BULK_ACTIONS_LIMIT', 2)
+  end
+
+  it 'queues the job' do
+    expect { described_class.perform_later(inbox) }
+      .to have_enqueued_job.on_queue('low')
+  end
+
+  it 'resolves only the eligible pending conversations' do
+    perform_enqueued_jobs { described_class.perform_later(inbox) }
+
+    expect(resolvable_pending_conversation.reload.status).to eq('resolved')
+    expect(recent_pending_conversation.reload.status).to eq('pending')
+    expect(open_conversation.reload.status).to eq('open')
+  end
+
+  it 'creates an outgoing message for each resolved conversation' do
+    # resolution message + system message
+    expect { perform_enqueued_jobs { described_class.perform_later(inbox) } }
+      .to change { resolvable_pending_conversation.messages.reload.count }.by(2)
+
+    resolved_conversation_messages = resolvable_pending_conversation.messages.map(&:content)
+    expect(resolved_conversation_messages).to include(
+      'Resolving the conversation as it has been inactive for a while. Please start a new conversation if you need further assistance.'
+    )
+  end
+end

spec/enterprise/services/enterprise/message_templates/response_bot_service_spec.rb

@@ -8,9 +8,7 @@ RSpec.describe Enterprise::MessageTemplates::ResponseBotService, type: :service
   let(:response_object) { instance_double(Response, id: 1, question: 'Q1', answer: 'A1') }
 
   before do
-    # Uncomment if you want to run the spec in your local machine
-    # Features::ResponseBotService.new.enable_in_installation
-    skip('Skipping since vector is not enabled in this environment') unless Features::ResponseBotService.new.vector_extension_enabled?
+    skip_unless_response_bot_enabled_test_environment
     stub_request(:post, 'https://api.openai.com/v1/embeddings').to_return(status: 200, body: {}.to_json,
                                                                           headers: { Content_Type: 'application/json' })
     create(:message, message_type: :incoming, conversation: conversation, content: 'Hi')
@@ -33,6 +31,19 @@ RSpec.describe Enterprise::MessageTemplates::ResponseBotService, type: :service
         expect(last_message.content).to include(Response.first.question)
         expect(last_message.content).to include('**Sources**')
       end
+
+      it 'hands off the conversation if the response is handoff' do
+        allow(chat_gpt_double).to receive(:generate_response).and_return({ 'response' => 'conversation_handoff' })
+        expect(conversation).to receive(:bot_handoff!).and_call_original
+
+        expect do
+          service.perform
+        end.to change { conversation.messages.where(message_type: :outgoing).count }.by(1)
+
+        last_message = conversation.messages.last
+        expect(last_message.content).to eq('Transferring to another agent for further assistance.')
+        expect(conversation.status).to eq('open')
+      end
     end
 
     context 'when context_ids are not present' do
@@ -67,12 +78,13 @@ RSpec.describe Enterprise::MessageTemplates::ResponseBotService, type: :service
     context 'when JSON::ParserError is raised' do
       it 'creates a handoff message' do
         allow(chat_gpt_double).to receive(:generate_response).and_raise(JSON::ParserError)
+        expect(conversation).to receive(:bot_handoff!).and_call_original
 
         expect do
           service.perform
         end.to change { conversation.messages.where(message_type: :outgoing).count }.by(1)
 
-        expect(conversation.messages.last.content).to eq('passing to an agent')
+        expect(conversation.messages.last.content).to eq('Transferring to another agent for further assistance.')
         expect(conversation.status).to eq('open')
       end
     end
@@ -80,6 +92,7 @@ RSpec.describe Enterprise::MessageTemplates::ResponseBotService, type: :service
     context 'when StandardError is raised' do
       it 'captures the exception' do
         allow(chat_gpt_double).to receive(:generate_response).and_raise(StandardError)
+        expect(conversation).to receive(:bot_handoff!).and_call_original
 
         expect(ChatwootExceptionTracker).to receive(:new).and_call_original
 
@@ -87,7 +100,7 @@ RSpec.describe Enterprise::MessageTemplates::ResponseBotService, type: :service
           service.perform
         end.to change { conversation.messages.where(message_type: :outgoing).count }.by(1)
 
-        expect(conversation.messages.last.content).to eq('passing to an agent')
+        expect(conversation.messages.last.content).to eq('Transferring to another agent for further assistance.')
         expect(conversation.status).to eq('open')
       end
     end

spec/factories/inbox_response_source.rb

@@ -0,0 +1,8 @@
+# frozen_string_literal: true
+
+FactoryBot.define do
+  factory :inbox_response_source do
+    inbox
+    response_source
+  end
+end

spec/listeners/reporting_event_listener_spec.rb

@@ -32,6 +32,37 @@ describe ReportingEventListener do
         expect(account.reporting_events.where(name: 'conversation_resolved')[0]['value_in_business_hours']).to be 144_000.0
       end
     end
+
+    describe 'conversation_bot_resolved' do
+      # create an agent bot
+      let!(:agent_bot_inbox) { create(:inbox, account: account) }
+      let!(:agent_bot) { create(:agent_bot, account: account) }
+      let!(:bot_resolved_conversation) { create(:conversation, account: account, inbox: agent_bot_inbox, assignee: user) }
+
+      before do
+        create(:agent_bot_inbox, agent_bot: agent_bot, inbox: agent_bot_inbox)
+      end
+
+      it 'creates a conversation_bot_resolved event if resolved conversation does not have human interaction' do
+        event = Events::Base.new('conversation.resolved', Time.zone.now, conversation: bot_resolved_conversation)
+        listener.conversation_resolved(event)
+        expect(account.reporting_events.where(name: 'conversation_bot_resolved').count).to be 1
+      end
+
+      it 'does not create a conversation_bot_resolved event if resolved conversation inbox does not have active bot' do
+        bot_resolved_conversation.update(inbox: inbox)
+        event = Events::Base.new('conversation.resolved', Time.zone.now, conversation: bot_resolved_conversation)
+        listener.conversation_resolved(event)
+        expect(account.reporting_events.where(name: 'conversation_bot_resolved').count).to be 0
+      end
+
+      it 'does not create a conversation_bot_resolved event if resolved conversation has human interaction' do
+        create(:message, message_type: 'outgoing', account: account, inbox: agent_bot_inbox, conversation: bot_resolved_conversation)
+        event = Events::Base.new('conversation.resolved', Time.zone.now, conversation: bot_resolved_conversation)
+        listener.conversation_resolved(event)
+        expect(account.reporting_events.where(name: 'conversation_bot_resolved').count).to be 0
+      end
+    end
   end
 
   describe '#reply_created' do

spec/spec_helper.rb

@@ -18,4 +18,14 @@ RSpec.configure do |config|
   def with_modified_env(options, &)
     ClimateControl.modify(options, &)
   end
+
+  def skip_unless_response_bot_enabled_test_environment
+    # Tests skipped using this method should be added to .github/workflows/run_response_bot_spec.yml
+    # Manage response bot tests in your local environment using the following commands:
+    # Enable response bot for tests
+    # RAILS_ENV=test bundle exec rails runner "Features::ResponseBotService.new.enable_in_installation"
+    # Disable response bot for tests
+    # RAILS_ENV=test bundle exec rails runner "Features::ResponseBotService.new.disable_in_installation"
+    skip('Skipping since vector is not enabled in this environment') unless Features::ResponseBotService.new.vector_extension_enabled?
+  end
 end