feat: Ability to lock to single conversation (#5881)

Adds the ability to lock conversation to a single thread for Whatsapp and Sms Inboxes when using outbound messages.

demo: https://www.loom.com/share/c9e1e563c8914837a4139dfdd2503fef

fixes: #4975

Co-authored-by: Nithin David <1277421+nithindavid@users.noreply.github.com>

.rubocop.yml

@@ -16,7 +16,6 @@ Metrics/ClassLength:
     - 'app/models/message.rb'
     - 'app/builders/messages/facebook/message_builder.rb'
     - 'app/controllers/api/v1/accounts/contacts_controller.rb'
-    - 'app/controllers/api/v1/accounts/conversations_controller.rb'
     - 'app/listeners/action_cable_listener.rb'
     - 'app/models/conversation.rb'
 RSpec/ExampleLength:

app/builders/conversation_builder.rb

@@ -0,0 +1,40 @@
+class ConversationBuilder
+  pattr_initialize [:params!, :contact_inbox!]
+
+  def perform
+    look_up_exising_conversation || create_new_conversation
+  end
+
+  private
+
+  def look_up_exising_conversation
+    return unless @contact_inbox.inbox.lock_to_single_conversation?
+
+    @contact_inbox.conversations.last
+  end
+
+  def create_new_conversation
+    ::Conversation.create!(conversation_params)
+  end
+
+  def conversation_params
+    additional_attributes = params[:additional_attributes]&.permit! || {}
+    custom_attributes = params[:custom_attributes]&.permit! || {}
+    status = params[:status].present? ? { status: params[:status] } : {}
+
+    # TODO: temporary fallback for the old bot status in conversation, we will remove after couple of releases
+    # commenting this out to see if there are any errors, if not we can remove this in subsequent releases
+    # status = { status: 'pending' } if status[:status] == 'bot'
+    {
+      account_id: @contact_inbox.inbox.account_id,
+      inbox_id: @contact_inbox.inbox_id,
+      contact_id: @contact_inbox.contact_id,
+      contact_inbox_id: @contact_inbox.id,
+      additional_attributes: additional_attributes,
+      custom_attributes: custom_attributes,
+      snoozed_until: params[:snoozed_until],
+      assignee_id: params[:assignee_id],
+      team_id: params[:team_id]
+    }.merge(status)
+  end
+end

app/controllers/api/v1/accounts/conversations_controller.rb

@@ -24,7 +24,7 @@ class Api::V1::Accounts::ConversationsController < Api::V1::Accounts::BaseContro
 
   def create
     ActiveRecord::Base.transaction do
-      @conversation = ::Conversation.create!(conversation_params)
+      @conversation = ConversationBuilder.new(params: params, contact_inbox: @contact_inbox).perform
       Messages::MessageBuilder.new(Current.user, @conversation, params[:message]).perform if params[:message].present?
     end
   end
@@ -99,8 +99,10 @@ class Api::V1::Accounts::ConversationsController < Api::V1::Accounts::BaseContro
   end
 
   def set_conversation_status
-    status = params[:status] == 'bot' ? 'pending' : params[:status]
-    @conversation.status = status
+    # TODO: temporary fallback for the old bot status in conversation, we will remove after couple of releases
+    # commenting this out to see if there are any errors, if not we can remove this in subsequent releases
+    # status = params[:status] == 'bot' ? 'pending' : params[:status]
+    @conversation.status = params[:status]
     @conversation.snoozed_until = parse_date_time(params[:snoozed_until].to_s) if params[:snoozed_until]
   end
 
@@ -152,26 +154,6 @@ class Api::V1::Accounts::ConversationsController < Api::V1::Accounts::BaseContro
     ).perform
   end
 
-  def conversation_params
-    additional_attributes = params[:additional_attributes]&.permit! || {}
-    custom_attributes = params[:custom_attributes]&.permit! || {}
-    status = params[:status].present? ? { status: params[:status] } : {}
-
-    # TODO: temporary fallback for the old bot status in conversation, we will remove after couple of releases
-    status = { status: 'pending' } if status[:status] == 'bot'
-    {
-      account_id: Current.account.id,
-      inbox_id: @contact_inbox.inbox_id,
-      contact_id: @contact_inbox.contact_id,
-      contact_inbox_id: @contact_inbox.id,
-      additional_attributes: additional_attributes,
-      custom_attributes: custom_attributes,
-      snoozed_until: params[:snoozed_until],
-      assignee_id: params[:assignee_id],
-      team_id: params[:team_id]
-    }.merge(status)
-  end
-
   def conversation_finder
     @conversation_finder ||= ConversationFinder.new(Current.user, params)
   end

app/controllers/api/v1/accounts/inboxes_controller.rb

@@ -113,7 +113,8 @@ class Api::V1::Accounts::InboxesController < Api::V1::Accounts::BaseController
 
   def inbox_attributes
     [:name, :avatar, :greeting_enabled, :greeting_message, :enable_email_collect, :csat_survey_enabled,
-     :enable_auto_assignment, :working_hours_enabled, :out_of_office_message, :timezone, :allow_messages_after_resolved]
+     :enable_auto_assignment, :working_hours_enabled, :out_of_office_message, :timezone, :allow_messages_after_resolved,
+     :lock_to_single_conversation]
   end
 
   def permitted_params(channel_attributes = [])

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

@@ -388,6 +388,10 @@
         "ENABLED": "Enabled",
         "DISABLED": "Disabled"
       },
+      "LOCK_TO_SINGLE_CONVERSATION": {
+        "ENABLED": "Enabled",
+        "DISABLED": "Disabled"
+      },
       "ENABLE_HMAC": {
         "LABEL": "Enable"
       }
@@ -441,6 +445,8 @@
       "ENABLE_CSAT_SUB_TEXT": "Enable/Disable CSAT(Customer satisfaction) survey after resolving a conversation",
       "ENABLE_CONTINUITY_VIA_EMAIL": "Enable conversation continuity via email",
       "ENABLE_CONTINUITY_VIA_EMAIL_SUB_TEXT": "Conversations will continue over email if the contact email address is available.",
+      "LOCK_TO_SINGLE_CONVERSATION": "Lock to single conversation",
+      "LOCK_TO_SINGLE_CONVERSATION_SUB_TEXT": "Enable or disable multiple conversations for the same contact in this inbox",
       "INBOX_UPDATE_TITLE": "Inbox Settings",
       "INBOX_UPDATE_SUB_TEXT": "Update your inbox settings",
       "AUTO_ASSIGNMENT_SUB_TEXT": "Enable or disable the automatic assignment of new conversations to the agents added to this inbox.",

app/javascript/dashboard/routes/dashboard/settings/inbox/Settings.vue

@@ -258,6 +258,28 @@
           </p>
         </label>
 
+        <label
+          v-if="canLocktoSingleConversation"
+          class="medium-9 columns settings-item"
+        >
+          {{ $t('INBOX_MGMT.SETTINGS_POPUP.LOCK_TO_SINGLE_CONVERSATION') }}
+          <select v-model="locktoSingleConversation">
+            <option :value="true">
+              {{ $t('INBOX_MGMT.EDIT.LOCK_TO_SINGLE_CONVERSATION.ENABLED') }}
+            </option>
+            <option :value="false">
+              {{ $t('INBOX_MGMT.EDIT.LOCK_TO_SINGLE_CONVERSATION.DISABLED') }}
+            </option>
+          </select>
+          <p class="help-text">
+            {{
+              $t(
+                'INBOX_MGMT.SETTINGS_POPUP.LOCK_TO_SINGLE_CONVERSATION_SUB_TEXT'
+              )
+            }}
+          </p>
+        </label>
+
         <label v-if="isAWebWidgetInbox">
           {{ $t('INBOX_MGMT.FEATURES.LABEL') }}
         </label>
@@ -380,6 +402,7 @@ export default {
       greetingMessage: '',
       emailCollectEnabled: false,
       csatSurveyEnabled: false,
+      locktoSingleConversation: false,
       allowMessagesAfterResolved: true,
       continuityViaEmail: true,
       selectedInboxName: '',
@@ -496,6 +519,9 @@ export default {
       }
       return this.inbox.name;
     },
+    canLocktoSingleConversation() {
+      return this.isASmsInbox || this.isAWhatsAppChannel;
+    },
     inboxNameLabel() {
       if (this.isAWebWidgetInbox) {
         return this.$t('INBOX_MGMT.ADD.WEBSITE_NAME.LABEL');
@@ -567,6 +593,7 @@ export default {
         this.channelWelcomeTagline = this.inbox.welcome_tagline;
         this.selectedFeatureFlags = this.inbox.selected_feature_flags || [];
         this.replyTime = this.inbox.reply_time;
+        this.locktoSingleConversation = this.inbox.lock_to_single_conversation;
       });
     },
     async updateInbox() {
@@ -579,6 +606,7 @@ export default {
           allow_messages_after_resolved: this.allowMessagesAfterResolved,
           greeting_enabled: this.greetingEnabled,
           greeting_message: this.greetingMessage || '',
+          lock_to_single_conversation: this.locktoSingleConversation,
           channel: {
             widget_color: this.inbox.widget_color,
             website_url: this.channelWebsiteUrl,

app/javascript/dashboard/store/modules/contactConversations.js

@@ -89,7 +89,19 @@ export const mutations = {
   },
   [types.default.ADD_CONTACT_CONVERSATION]: ($state, { id, data }) => {
     const conversations = $state.records[id] || [];
-    Vue.set($state.records, id, [...conversations, data]);
+
+    const updatedConversations = [...conversations];
+    const index = conversations.findIndex(
+      conversation => conversation.id === data.id
+    );
+
+    if (index !== -1) {
+      updatedConversations[index] = { ...conversations[index], ...data };
+    } else {
+      updatedConversations.push(data);
+    }
+
+    Vue.set($state.records, id, updatedConversations);
   },
   [types.default.DELETE_CONTACT_CONVERSATION]: ($state, id) => {
     Vue.delete($state.records, id);

app/models/inbox.rb

@@ -14,6 +14,7 @@
 #  enable_email_collect          :boolean          default(TRUE)
 #  greeting_enabled              :boolean          default(FALSE)
 #  greeting_message              :string
+#  lock_to_single_conversation   :boolean          default(FALSE), not null
 #  name                          :string           not null
 #  out_of_office_message         :string
 #  timezone                      :string           default("UTC")

app/views/api/v1/models/_inbox.json.jbuilder

@@ -15,12 +15,13 @@ json.working_hours resource.weekly_schedule
 json.timezone resource.timezone
 json.callback_webhook_url resource.callback_webhook_url
 json.allow_messages_after_resolved resource.allow_messages_after_resolved
-
-json.tweets_enabled resource.channel.try(:tweets_enabled) if resource.twitter?
+json.lock_to_single_conversation resource.lock_to_single_conversation
 
 ## Channel specific settings
 ## TODO : Clean up and move the attributes into channel sub section
 
+json.tweets_enabled resource.channel.try(:tweets_enabled) if resource.twitter?
+
 ## WebWidget Attributes
 json.widget_color resource.channel.try(:widget_color)
 json.website_url resource.channel.try(:website_url)

db/migrate/20221109065043_add_lock_conversation_to_single_thread.rb

@@ -0,0 +1,5 @@
+class AddLockConversationToSingleThread < ActiveRecord::Migration[6.1]
+  def change
+    add_column :inboxes, :lock_to_single_conversation, :boolean, null: false, default: false
+  end
+end

db/schema.rb

@@ -535,6 +535,7 @@ ActiveRecord::Schema.define(version: 2022_11_16_000514) do
     t.boolean "csat_survey_enabled", default: false
     t.boolean "allow_messages_after_resolved", default: true
     t.jsonb "auto_assignment_config", default: {}
+    t.boolean "lock_to_single_conversation", default: false, null: false
     t.index ["account_id"], name: "index_inboxes_on_account_id"
   end
 

spec/builders/conversation_builder_spec.rb

@@ -0,0 +1,46 @@
+require 'rails_helper'
+
+describe ::ConversationBuilder do
+  let(:account) { create(:account) }
+  let!(:sms_channel) { create(:channel_sms, account: account) }
+  let!(:sms_inbox) { create(:inbox, channel: sms_channel, account: account) }
+  let(:contact) { create(:contact, account: account) }
+  let(:contact_inbox) { create(:contact_inbox, contact: contact, inbox: sms_inbox) }
+
+  describe '#perform' do
+    it 'creates conversation' do
+      conversation = described_class.new(
+        contact_inbox: contact_inbox,
+        params: {}
+      ).perform
+
+      expect(conversation.contact_inbox_id).to eq(contact_inbox.id)
+    end
+
+    context 'when lock_to_single_conversation is true for inbox' do
+      before do
+        sms_inbox.update!(lock_to_single_conversation: true)
+      end
+
+      it 'creates conversation when existing conversation is not present' do
+        conversation = described_class.new(
+          contact_inbox: contact_inbox,
+          params: {}
+        ).perform
+
+        expect(conversation.contact_inbox_id).to eq(contact_inbox.id)
+      end
+
+      it 'returns last from existing conversations when existing conversation is not present' do
+        create(:conversation, contact_inbox: contact_inbox)
+        existing_conversation = create(:conversation, contact_inbox: contact_inbox)
+        conversation = described_class.new(
+          contact_inbox: contact_inbox,
+          params: {}
+        ).perform
+
+        expect(conversation.id).to eq(existing_conversation.id)
+      end
+    end
+  end
+end

spec/controllers/api/v1/accounts/conversations_controller_spec.rb

@@ -265,17 +265,18 @@ RSpec.describe 'Conversations API', type: :request do
 
         # TODO: remove this spec when we remove the condition check in controller
         # Added for backwards compatibility for bot status
-        it 'creates a conversation as pending if status is specified as bot' do
-          allow(Rails.configuration.dispatcher).to receive(:dispatch)
-          post "/api/v1/accounts/#{account.id}/conversations",
-               headers: agent.create_new_auth_token,
-               params: { source_id: contact_inbox.source_id, status: 'bot' },
-               as: :json
+        # remove this in subsequent release
+        # it 'creates a conversation as pending if status is specified as bot' do
+        #   allow(Rails.configuration.dispatcher).to receive(:dispatch)
+        #   post "/api/v1/accounts/#{account.id}/conversations",
+        #        headers: agent.create_new_auth_token,
+        #        params: { source_id: contact_inbox.source_id, status: 'bot' },
+        #        as: :json
 
-          expect(response).to have_http_status(:success)
-          response_data = JSON.parse(response.body, symbolize_names: true)
-          expect(response_data[:status]).to eq('pending')
-        end
+        #   expect(response).to have_http_status(:success)
+        #   response_data = JSON.parse(response.body, symbolize_names: true)
+        #   expect(response_data[:status]).to eq('pending')
+        # end
 
         it 'creates a new conversation with message when message is passed' do
           allow(Rails.configuration.dispatcher).to receive(:dispatch)
@@ -408,17 +409,18 @@ RSpec.describe 'Conversations API', type: :request do
 
       # TODO: remove this spec when we remove the condition check in controller
       # Added for backwards compatibility for bot status
-      it 'toggles the conversation status to pending status when parameter bot is passed' do
-        expect(conversation.status).to eq('open')
+      # remove in next release
+      # it 'toggles the conversation status to pending status when parameter bot is passed' do
+      #   expect(conversation.status).to eq('open')
 
-        post "/api/v1/accounts/#{account.id}/conversations/#{conversation.display_id}/toggle_status",
-             headers: agent.create_new_auth_token,
-             params: { status: 'bot' },
-             as: :json
+      #   post "/api/v1/accounts/#{account.id}/conversations/#{conversation.display_id}/toggle_status",
+      #        headers: agent.create_new_auth_token,
+      #        params: { status: 'bot' },
+      #        as: :json
 
-        expect(response).to have_http_status(:success)
-        expect(conversation.reload.status).to eq('pending')
-      end
+      #   expect(response).to have_http_status(:success)
+      #   expect(conversation.reload.status).to eq('pending')
+      # end
     end
   end