feat: Add a sort option for conversations waiting for a reply from an agent (#7364)

app/finders/conversation_finder.rb

@@ -6,7 +6,8 @@ class ConversationFinder
     latest: 'latest',
     sort_on_created_at: 'sort_on_created_at',
     last_user_message_at: 'last_user_message_at',
-    sort_on_priority: 'sort_on_priority'
+    sort_on_priority: 'sort_on_priority',
+    sort_on_waiting_since: 'sort_on_waiting_since'
   }.with_indifferent_access
 
   # assumptions

app/javascript/dashboard/constants/globals.js

@@ -16,6 +16,7 @@ export default {
     LATEST: 'latest',
     CREATED_AT: 'sort_on_created_at',
     PRIORITY: 'sort_on_priority',
+    WATIING_SINCE: 'waiting_since',
   },
   ARTICLE_STATUS_TYPES: {
     DRAFT: 0,

app/javascript/dashboard/i18n/locale/en/chatlist.json

@@ -50,6 +50,9 @@
       },
       "sort_on_priority": {
         "TEXT": "Priority"
+      },
+      "sort_on_waiting_since": {
+        "TEXT": "Pending Response"
       }
     },
     "ATTACHMENTS": {

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

@@ -10,10 +10,7 @@ export const getSelectedChatConversation = ({
 }) =>
   allConversations.filter(conversation => conversation.id === selectedChatId);
 
-// getters
+const sortComparator = {
-const getters = {
-  getAllConversations: ({ allConversations, chatSortFilter }) => {
-    const comparator = {
   latest: (a, b) => b.last_activity_at - a.last_activity_at,
   sort_on_created_at: (a, b) => a.created_at - b.created_at,
   sort_on_priority: (a, b) => {
@@ -22,9 +19,27 @@ const getters = {
       CONVERSATION_PRIORITY_ORDER[b.priority]
     );
   },
+  sort_on_waiting_since: (a, b) => {
+    if (!a.waiting_since && !b.waiting_since) {
+      return a.created_at - b.created_at;
+    }
+
+    if (!a.waiting_since) {
+      return 1;
+    }
+
+    if (!b.waiting_since) {
+      return -1;
+    }
+
+    return a.waiting_since - b.waiting_since;
+  },
 };
 
-    return allConversations.sort(comparator[chatSortFilter]);
+// getters
+const getters = {
+  getAllConversations: ({ allConversations, chatSortFilter }) => {
+    return allConversations.sort(sortComparator[chatSortFilter]);
   },
   getSelectedChat: ({ selectedChatId, allConversations }) => {
     const selectedChat = allConversations.find(

app/javascript/dashboard/store/modules/specs/conversations/getters.spec.js

@@ -190,6 +190,56 @@ describe('#getters', () => {
         },
       ]);
     });
+    it('order conversations based on waiting_since', () => {
+      const state = {
+        allConversations: [
+          {
+            id: 3,
+            created_at: 1683645800,
+            waiting_since: 0,
+          },
+          {
+            id: 4,
+            created_at: 1683645799,
+            waiting_since: 0,
+          },
+          {
+            id: 1,
+            created_at: 1683645801,
+            waiting_since: 1683645802,
+          },
+          {
+            id: 2,
+            created_at: 1683645803,
+            waiting_since: 1683645800,
+          },
+        ],
+        chatSortFilter: 'sort_on_waiting_since',
+      };
+
+      expect(getters.getAllConversations(state)).toEqual([
+        {
+          id: 2,
+          created_at: 1683645803,
+          waiting_since: 1683645800,
+        },
+        {
+          id: 1,
+          created_at: 1683645801,
+          waiting_since: 1683645802,
+        },
+        {
+          id: 4,
+          created_at: 1683645799,
+          waiting_since: 0,
+        },
+        {
+          id: 3,
+          created_at: 1683645800,
+          waiting_since: 0,
+        },
+      ]);
+    });
   });
   describe('#getUnAssignedChats', () => {
     it('order returns only chats assigned to user', () => {

app/models/concerns/sort_handler.rb

@@ -29,5 +29,13 @@ module SortHandler
         )
       )
     end
+
+    def self.sort_on_waiting_since
+      order(
+        Arel::Nodes::SqlLiteral.new(
+          sanitize_sql_for_order('CASE WHEN waiting_since IS NULL THEN now() ELSE waiting_since END ASC, created_at ASC')
+        )
+      )
+    end
   end
 end

app/models/conversation.rb

@@ -15,6 +15,7 @@
 #  snoozed_until          :datetime
 #  status                 :integer          default("open"), not null
 #  uuid                   :uuid             not null
+#  waiting_since          :datetime
 #  created_at             :datetime         not null
 #  updated_at             :datetime         not null
 #  account_id             :integer          not null
@@ -45,6 +46,7 @@
 #  index_conversations_on_status_and_priority         (status,priority)
 #  index_conversations_on_team_id                     (team_id)
 #  index_conversations_on_uuid                        (uuid) UNIQUE
+#  index_conversations_on_waiting_since               (waiting_since)
 #
 
 class Conversation < ApplicationRecord
@@ -101,6 +103,7 @@ class Conversation < ApplicationRecord
 
   before_save :ensure_snooze_until_reset
   before_create :mark_conversation_pending_if_bot
+  before_create :ensure_waiting_since
 
   after_update_commit :execute_after_update_commit_callbacks
   after_create_commit :notify_conversation_creation
@@ -214,6 +217,10 @@ class Conversation < ApplicationRecord
     self.snoozed_until = nil unless snoozed?
   end
 
+  def ensure_waiting_since
+    self.waiting_since = Time.now.utc
+  end
+
   def validate_additional_attributes
     self.additional_attributes = {} unless additional_attributes.is_a?(Hash)
   end

app/models/message.rb

@@ -201,7 +201,14 @@ class Message < ApplicationRecord
   end
 
   def valid_first_reply?
-    outgoing? && human_response? && not_created_by_automation? && !private?
+    return false unless outgoing? && human_response? && !private?
+    return false if conversation.first_reply_created_at.present?
+    return false if conversation.messages.outgoing
+                                .where.not(sender_type: 'AgentBot')
+                                .where.not(private: true)
+                                .where("(additional_attributes->'campaign_id') is null").count > 1
+
+    true
   end
 
   def save_story_info(story_info)
@@ -238,39 +245,27 @@ class Message < ApplicationRecord
     send_reply
     execute_message_template_hooks
     update_contact_activity
+    update_waiting_since
   end
 
   def update_contact_activity
     sender.update(last_activity_at: DateTime.now) if sender.is_a?(Contact)
   end
 
-  def human_response?
+  def update_waiting_since
-    # given the checks are already in place, we need not query
+    conversation.update(waiting_since: nil) if human_response? && !private && conversation.waiting_since.present?
-    # the database again to check if the message is created by a human
-    # we can just see if the first_reply is recorded or not
-    # if it is record, we can just return false
-    return false if conversation.first_reply_created_at.present?
 
-    # if the sender is not a user, it's not a human response
+    conversation.update(waiting_since: Time.now.utc) if incoming? && conversation.waiting_since.blank?
-    return false unless sender.is_a?(User)
-
-    # if automation rule id is present, it's not a human response
-    # if campaign id is present, it's not a human response
-    # this check already happens in `not_created_by_automation` but added here for the sake of brevity
-    # also the purity of this method is intact, and can be relied on this solely
-    return false if content_attributes['automation_rule_id'].present? || additional_attributes['campaign_id'].present?
-
-    # adding this condition again to ensure if the first_reply_created_at is not present
-    return false if conversation.messages.outgoing
-                                .where.not(sender_type: 'AgentBot')
-                                .where.not(private: true)
-                                .where("(additional_attributes->'campaign_id') is null").count > 1
-
-    true
   end
 
-  def not_created_by_automation?
+  def human_response?
-    content_attributes['automation_rule_id'].blank?
+    # if the sender is not a user, it's not a human response
+    # if automation rule id is present, it's not a human response
+    # if campaign id is present, it's not a human response
+    outgoing? &&
+      content_attributes['automation_rule_id'].blank? &&
+      additional_attributes['campaign_id'].blank? &&
+      sender.is_a?(User)
   end
 
   def dispatch_create_events

app/presenters/conversations/event_data_presenter.rb

@@ -16,6 +16,7 @@ class Conversations::EventDataPresenter < SimpleDelegator
       unread_count: unread_incoming_messages.count,
       first_reply_created_at: first_reply_created_at,
       priority: priority,
+      waiting_since: waiting_since.to_i,
       **push_timestamps
     }
   end

app/views/api/v1/conversations/partials/_conversation.json.jbuilder

@@ -45,3 +45,4 @@ json.unread_count conversation.unread_incoming_messages.count
 json.last_non_activity_message conversation.messages.non_activity_messages.first.try(:push_event_data)
 json.last_activity_at conversation.last_activity_at.to_i
 json.priority conversation.priority
+json.waiting_since conversation.waiting_since.to_i.to_i

db/migrate/20230620212340_add_waiting_since_to_conversations.rb

@@ -0,0 +1,6 @@
+class AddWaitingSinceToConversations < ActiveRecord::Migration[7.0]
+  def change
+    add_column :conversations, :waiting_since, :datetime
+    add_index :conversations, :waiting_since
+  end
+end

db/schema.rb

@@ -10,7 +10,7 @@
 #
 # It's strongly recommended that you check this file into your version control system.
 
-ActiveRecord::Schema[7.0].define(version: 2023_06_20_132319) do
+ActiveRecord::Schema[7.0].define(version: 2023_06_20_212340) do
   # These are extensions that must be enabled in order to support this database
   enable_extension "pg_stat_statements"
   enable_extension "pg_trgm"
@@ -449,6 +449,7 @@ ActiveRecord::Schema[7.0].define(version: 2023_06_20_132319) do
     t.datetime "first_reply_created_at", precision: nil
     t.integer "priority"
     t.bigint "sla_policy_id"
+    t.datetime "waiting_since"
     t.index ["account_id", "display_id"], name: "index_conversations_on_account_id_and_display_id", unique: true
     t.index ["account_id", "id"], name: "index_conversations_on_id_and_account_id"
     t.index ["account_id", "inbox_id", "status", "assignee_id"], name: "conv_acid_inbid_stat_asgnid_idx"
@@ -465,6 +466,7 @@ ActiveRecord::Schema[7.0].define(version: 2023_06_20_132319) do
     t.index ["status", "priority"], name: "index_conversations_on_status_and_priority"
     t.index ["team_id"], name: "index_conversations_on_team_id"
     t.index ["uuid"], name: "index_conversations_on_uuid", unique: true
+    t.index ["waiting_since"], name: "index_conversations_on_waiting_since"
   end
 
   create_table "csat_survey_responses", force: :cascade do |t|

spec/models/conversation_spec.rb

@@ -32,6 +32,10 @@ RSpec.describe Conversation do
       expect(conversation.display_id).to eq(1)
     end
 
+    it 'sets waiting since' do
+      expect(conversation.waiting_since).not_to be_nil
+    end
+
     it 'creates a UUID for every conversation automatically' do
       uuid_pattern = /[0-9a-f]{8}\b-[0-9a-f]{4}-[0-9a-f]{4}-[0-9a-f]{4}-\b[0-9a-f]{12}$/i
       expect(conversation.uuid).to match(uuid_pattern)
@@ -523,6 +527,7 @@ RSpec.describe Conversation do
         contact_last_seen_at: conversation.contact_last_seen_at.to_i,
         agent_last_seen_at: conversation.agent_last_seen_at.to_i,
         created_at: conversation.created_at.to_i,
+        waiting_since: conversation.waiting_since.to_i,
         priority: nil,
         unread_count: 0
       }

spec/models/message_spec.rb

@@ -138,6 +138,37 @@ RSpec.describe Message do
     end
   end
 
+  describe '#waiting since' do
+    let(:conversation) { create(:conversation) }
+    let(:agent) { create(:user, account: conversation.account) }
+    let(:message) { build(:message, conversation: conversation) }
+
+    it 'resets the waiting_since if an agent sent a reply' do
+      message.message_type = :outgoing
+      message.sender = agent
+      message.save!
+
+      expect(conversation.waiting_since).to be_nil
+    end
+
+    it 'sets the waiting_since if there is an incoming message' do
+      conversation.update(waiting_since: nil)
+      message.message_type = :incoming
+      message.save!
+
+      expect(conversation.waiting_since).not_to be_nil
+    end
+
+    it 'does not overwrite the previous value if there are newer messages' do
+      old_waiting_since = conversation.waiting_since
+      message.message_type = :incoming
+      message.save!
+      conversation.reload
+
+      expect(conversation.waiting_since).to eq old_waiting_since
+    end
+  end
+
   context 'with webhook_data' do
     it 'contains the message attachment when attachment is present' do
       message = create(:message)

spec/presenters/conversations/event_data_presenter_spec.rb

@@ -31,6 +31,7 @@ RSpec.describe Conversations::EventDataPresenter do
         contact_last_seen_at: conversation.contact_last_seen_at.to_i,
         agent_last_seen_at: conversation.agent_last_seen_at.to_i,
         created_at: conversation.created_at.to_i,
+        waiting_since: conversation.waiting_since.to_i,
         priority: nil,
         unread_count: 0
       }