chore: Centralize outgoing message reply restrictions for all the channels (#11279)

app/javascript/dashboard/components/widgets/conversation/MessagesView.vue

@@ -218,8 +218,14 @@ export default {
         if (additionalAttributes) {
           const {
             agent_reply_time_window_message: agentReplyTimeWindowMessage,
+            agent_reply_time_window: agentReplyTimeWindow,
           } = additionalAttributes;
-          return agentReplyTimeWindowMessage;
+          return (
+            agentReplyTimeWindowMessage ||
+            this.$t('CONVERSATION.API_HOURS_WINDOW', {
+              hours: agentReplyTimeWindow,
+            })
+          );
         }
         return '';
       }

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

@@ -32,6 +32,7 @@
     "LOADING_CONVERSATIONS": "Loading Conversations",
     "CANNOT_REPLY": "You cannot reply due to",
     "24_HOURS_WINDOW": "24 hour message window restriction",
+    "API_HOURS_WINDOW": "You can only reply to this conversation within {hours} hours",
     "NOT_ASSIGNED_TO_YOU": "This conversation is not assigned to you. Would you like to assign this conversation to yourself?",
     "ASSIGN_TO_ME": "Assign to me",
     "TWILIO_WHATSAPP_CAN_REPLY": "You can only reply to this conversation using a template message due to",

app/models/channel/api.rb

@@ -33,10 +33,6 @@ class Channel::Api < ApplicationRecord
     'API'
   end
 
-  def messaging_window_enabled?
-    additional_attributes.present? && additional_attributes['agent_reply_time_window'].present?
-  end
-
   private
 
   def ensure_valid_agent_reply_time_window

app/models/channel/facebook_page.rb

@@ -32,10 +32,6 @@ class Channel::FacebookPage < ApplicationRecord
     'Facebook'
   end
 
-  def messaging_window_enabled?
-    false
-  end
-
   def create_contact_inbox(instagram_id, name)
     @contact_inbox = ::ContactInboxWithContactBuilder.new({
                                                             source_id: instagram_id,

app/models/channel/twilio_sms.rb

@@ -41,10 +41,6 @@ class Channel::TwilioSms < ApplicationRecord
     medium == 'sms' ? 'Twilio SMS' : 'Whatsapp'
   end
 
-  def messaging_window_enabled?
-    medium == 'whatsapp'
-  end
-
   def send_message(to:, body:, media_url: nil)
     params = send_message_from.merge(to: to, body: body)
     params[:media_url] = media_url if media_url.present?

app/models/channel/whatsapp.rb

@@ -46,10 +46,6 @@ class Channel::Whatsapp < ApplicationRecord
     end
   end
 
-  def messaging_window_enabled?
-    true
-  end
-
   def mark_message_templates_updated
     # rubocop:disable Rails/SkipsModelValidations
     update_column(:message_templates_last_updated, Time.zone.now)

app/models/concerns/channelable.rb

@@ -7,10 +7,6 @@ module Channelable
     after_update :create_audit_log_entry
   end
 
-  def messaging_window_enabled?
-    false
-  end
-
   def create_audit_log_entry; end
 end
 

app/models/conversation.rb

@@ -115,14 +115,7 @@ class Conversation < ApplicationRecord
   delegate :auto_resolve_duration, to: :account
 
   def can_reply?
-    channel = inbox&.channel
+    Conversations::MessageWindowService.new(self).can_reply?
-
-    return can_reply_on_instagram? if additional_attributes['type'] == 'instagram_direct_message'
-
-    return true unless channel&.messaging_window_enabled?
-
-    messaging_window = inbox.api? ? channel.additional_attributes['agent_reply_time_window'].to_i : 24
-    last_message_in_messaging_window?(messaging_window)
   end
 
   def language
@@ -137,24 +130,6 @@ class Conversation < ApplicationRecord
     messages&.incoming&.last
   end
 
-  def last_message_in_messaging_window?(time)
-    return false if last_incoming_message.nil?
-
-    Time.current < last_incoming_message.created_at + time.hours
-  end
-
-  def can_reply_on_instagram?
-    global_config = GlobalConfig.get('ENABLE_MESSENGER_CHANNEL_HUMAN_AGENT')
-
-    return false if last_incoming_message.nil?
-
-    if global_config['ENABLE_MESSENGER_CHANNEL_HUMAN_AGENT']
-      Time.current < last_incoming_message.created_at + 7.days
-    else
-      last_message_in_messaging_window?(24)
-    end
-  end
-
   def toggle_status
     # FIXME: implement state machine with aasm
     self.status = open? ? :resolved : :open

app/services/conversations/message_window_service.rb

@@ -0,0 +1,64 @@
+class Conversations::MessageWindowService
+  MESSAGING_WINDOW_24_HOURS = 24.hours
+  MESSAGING_WINDOW_7_DAYS = 7.days
+
+  def initialize(conversation)
+    @conversation = conversation
+  end
+
+  def can_reply?
+    return true if messaging_window.blank?
+
+    last_message_in_messaging_window?(messaging_window)
+  end
+
+  private
+
+  def messaging_window
+    case @conversation.inbox.channel_type
+    when 'Channel::Api'
+      api_messaging_window
+    when 'Channel::FacebookPage'
+      messenger_messaging_window
+    when 'Channel::Instagram'
+      instagram_messaging_window
+    when 'Channel::Whatsapp'
+      MESSAGING_WINDOW_24_HOURS
+    when 'Channel::TwilioSms'
+      twilio_messaging_window
+    end
+  end
+
+  def last_message_in_messaging_window?(time)
+    return false if last_incoming_message.nil?
+
+    Time.current < last_incoming_message.created_at + time
+  end
+
+  def api_messaging_window
+    return if @conversation.inbox.channel.additional_attributes['agent_reply_time_window'].blank?
+
+    @conversation.inbox.channel.additional_attributes['agent_reply_time_window'].to_i.hours
+  end
+
+  # Check medium of the inbox to determine the messaging window
+  def twilio_messaging_window
+    @conversation.inbox.channel.medium == 'whatsapp' ? MESSAGING_WINDOW_24_HOURS : nil
+  end
+
+  def messenger_messaging_window
+    meta_messaging_window('ENABLE_MESSENGER_CHANNEL_HUMAN_AGENT')
+  end
+
+  def instagram_messaging_window
+    meta_messaging_window('ENABLE_INSTAGRAM_CHANNEL_HUMAN_AGENT')
+  end
+
+  def meta_messaging_window(config_key)
+    GlobalConfigService.load(config_key, nil) ? MESSAGING_WINDOW_7_DAYS : MESSAGING_WINDOW_24_HOURS
+  end
+
+  def last_incoming_message
+    @last_incoming_message ||= @conversation.messages&.incoming&.last
+  end
+end

spec/models/channel/twilio_sms_spec.rb

@@ -3,28 +3,6 @@
 require 'rails_helper'
 
 RSpec.describe Channel::TwilioSms do
-  describe '#has_24_hour_messaging_window?' do
-    context 'with medium whatsapp' do
-      let!(:whatsapp_channel) { create(:channel_twilio_sms, medium: :whatsapp) }
-
-      it 'returns true' do
-        expect(whatsapp_channel.messaging_window_enabled?).to be true
-        expect(whatsapp_channel.name).to eq 'Whatsapp'
-        expect(whatsapp_channel.medium).to eq 'whatsapp'
-      end
-    end
-
-    context 'with medium sms' do
-      let!(:sms_channel) { create(:channel_twilio_sms, medium: :sms) }
-
-      it 'returns false' do
-        expect(sms_channel.messaging_window_enabled?).to be false
-        expect(sms_channel.name).to eq 'Twilio SMS'
-        expect(sms_channel.medium).to eq 'sms'
-      end
-    end
-  end
-
   describe '#validations' do
     context 'with phone number blank' do
       let!(:sms_channel) { create(:channel_twilio_sms, medium: :sms, phone_number: nil) }

spec/models/conversation_spec.rb

@@ -585,116 +585,6 @@ RSpec.describe Conversation do
     end
   end
 
-  describe '#can_reply?' do
-    describe 'on channels without 24 hour restriction' do
-      let(:conversation) { create(:conversation) }
-
-      it 'returns true' do
-        expect(conversation.can_reply?).to be true
-      end
-
-      it 'return true for facebook channels' do
-        stub_request(:post, /graph.facebook.com/)
-        facebook_channel = create(:channel_facebook_page)
-        facebook_inbox = create(:inbox, channel: facebook_channel, account: facebook_channel.account)
-        fb_conversation = create(:conversation, inbox: facebook_inbox, account: facebook_channel.account)
-
-        expect(fb_conversation.can_reply?).to be true
-        expect(facebook_channel.messaging_window_enabled?).to be false
-      end
-    end
-
-    describe 'on channels with 24 hour restriction' do
-      before do
-        stub_request(:post, /graph.facebook.com/)
-      end
-
-      let!(:facebook_channel) { create(:channel_facebook_page) }
-      let!(:facebook_inbox) { create(:inbox, channel: facebook_channel, account: facebook_channel.account) }
-      let!(:conversation) { create(:conversation, inbox: facebook_inbox, account: facebook_channel.account) }
-
-      context 'when instagram channel' do
-        it 'return true with HUMAN_AGENT if it is outside of 24 hour window' do
-          InstallationConfig.where(name: 'ENABLE_MESSENGER_CHANNEL_HUMAN_AGENT').first_or_create(value: true)
-
-          conversation.update(additional_attributes: { type: 'instagram_direct_message' })
-          create(
-            :message,
-            account: conversation.account,
-            inbox: facebook_inbox,
-            conversation: conversation,
-            created_at: 48.hours.ago
-          )
-
-          expect(conversation.can_reply?).to be true
-        end
-
-        it 'return false without HUMAN_AGENT if it is outside of 24 hour window' do
-          InstallationConfig.where(name: 'ENABLE_MESSENGER_CHANNEL_HUMAN_AGENT').first_or_create(value: false)
-
-          conversation.update(additional_attributes: { type: 'instagram_direct_message' })
-          create(
-            :message,
-            account: conversation.account,
-            inbox: facebook_inbox,
-            conversation: conversation,
-            created_at: 48.hours.ago
-          )
-
-          expect(conversation.can_reply?).to be false
-        end
-      end
-    end
-
-    describe 'on API channels' do
-      let!(:api_channel) { create(:channel_api, additional_attributes: {}) }
-      let!(:api_channel_with_limit) { create(:channel_api, additional_attributes: { agent_reply_time_window: '12' }) }
-
-      context 'when agent_reply_time_window is not configured' do
-        it 'return true irrespective of the last message time' do
-          conversation = create(:conversation, inbox: api_channel.inbox)
-          create(
-            :message,
-            account: conversation.account,
-            inbox: api_channel.inbox,
-            conversation: conversation,
-            created_at: 13.hours.ago
-          )
-
-          expect(api_channel.additional_attributes['agent_reply_time_window']).to be_nil
-          expect(conversation.can_reply?).to be true
-        end
-      end
-
-      context 'when agent_reply_time_window is configured' do
-        it 'return false if it is outside of agent_reply_time_window' do
-          conversation = create(:conversation, inbox: api_channel_with_limit.inbox)
-          create(
-            :message,
-            account: conversation.account,
-            inbox: api_channel_with_limit.inbox,
-            conversation: conversation,
-            created_at: 13.hours.ago
-          )
-
-          expect(api_channel_with_limit.additional_attributes['agent_reply_time_window']).to eq '12'
-          expect(conversation.can_reply?).to be false
-        end
-
-        it 'return true if it is inside of agent_reply_time_window' do
-          conversation = create(:conversation, inbox: api_channel_with_limit.inbox)
-          create(
-            :message,
-            account: conversation.account,
-            inbox: api_channel_with_limit.inbox,
-            conversation: conversation
-          )
-          expect(conversation.can_reply?).to be true
-        end
-      end
-    end
-  end
-
   describe '#delete conversation' do
     include ActiveJob::TestHelper
 
@@ -918,4 +808,25 @@ RSpec.describe Conversation do
       end
     end
   end
+
+  describe '#can_reply?' do
+    let(:conversation) { create(:conversation) }
+    let(:message_window_service) { instance_double(Conversations::MessageWindowService) }
+
+    before do
+      allow(Conversations::MessageWindowService).to receive(:new).with(conversation).and_return(message_window_service)
+    end
+
+    it 'delegates to MessageWindowService' do
+      allow(message_window_service).to receive(:can_reply?).and_return(true)
+      expect(conversation.can_reply?).to be true
+      expect(message_window_service).to have_received(:can_reply?)
+    end
+
+    it 'returns false when MessageWindowService returns false' do
+      allow(message_window_service).to receive(:can_reply?).and_return(false)
+      expect(conversation.can_reply?).to be false
+      expect(message_window_service).to have_received(:can_reply?)
+    end
+  end
 end

spec/services/conversations/message_window_service_spec.rb

@@ -0,0 +1,627 @@
+require 'rails_helper'
+
+RSpec.describe Conversations::MessageWindowService do
+  describe 'on API channels' do
+    let!(:api_channel) { create(:channel_api, additional_attributes: {}) }
+    let!(:api_channel_with_limit) { create(:channel_api, additional_attributes: { agent_reply_time_window: '12' }) }
+
+    context 'when agent_reply_time_window is not configured' do
+      it 'return true irrespective of the last message time' do
+        conversation = create(:conversation, inbox: api_channel.inbox)
+        create(
+          :message,
+          account: conversation.account,
+          inbox: api_channel.inbox,
+          conversation: conversation,
+          created_at: 13.hours.ago
+        )
+        service = described_class.new(conversation)
+
+        expect(api_channel.additional_attributes['agent_reply_time_window']).to be_nil
+        expect(service.can_reply?).to be true
+      end
+    end
+
+    context 'when agent_reply_time_window is configured' do
+      it 'return false if it is outside of agent_reply_time_window' do
+        conversation = create(:conversation, inbox: api_channel_with_limit.inbox)
+        create(
+          :message,
+          account: conversation.account,
+          inbox: api_channel_with_limit.inbox,
+          conversation: conversation,
+          created_at: 13.hours.ago
+        )
+        service = described_class.new(conversation)
+
+        expect(api_channel_with_limit.additional_attributes['agent_reply_time_window']).to eq '12'
+        expect(service.can_reply?).to be false
+      end
+
+      it 'return true if it is inside of agent_reply_time_window' do
+        conversation = create(:conversation, inbox: api_channel_with_limit.inbox)
+        create(
+          :message,
+          account: conversation.account,
+          inbox: api_channel_with_limit.inbox,
+          conversation: conversation
+        )
+        service = described_class.new(conversation)
+
+        expect(service.can_reply?).to be true
+      end
+    end
+  end
+
+  describe 'on Facebook channels' do
+    before do
+      stub_request(:post, /graph.facebook.com/)
+    end
+
+    let!(:facebook_channel) { create(:channel_facebook_page) }
+    let!(:facebook_inbox) { create(:inbox, channel: facebook_channel, account: facebook_channel.account) }
+    let!(:conversation) { create(:conversation, inbox: facebook_inbox, account: facebook_channel.account) }
+
+    context 'when the HUMAN_AGENT is enabled' do
+      it 'return false if the last message is outgoing' do
+        with_modified_env ENABLE_MESSENGER_CHANNEL_HUMAN_AGENT: 'true' do
+          service = described_class.new(conversation)
+          expect(service.can_reply?).to be false
+        end
+      end
+
+      it 'return true if the last message is incoming and within the messaging window (with in 24 hours)' do
+        with_modified_env ENABLE_MESSENGER_CHANNEL_HUMAN_AGENT: 'true' do
+          create(
+            :message,
+            account: conversation.account,
+            inbox: facebook_inbox,
+            conversation: conversation,
+            created_at: 13.hours.ago
+          )
+          service = described_class.new(conversation)
+          expect(service.can_reply?).to be true
+        end
+      end
+
+      it 'return true if the last message is incoming and within the messaging window (with in 7 days)' do
+        with_modified_env ENABLE_MESSENGER_CHANNEL_HUMAN_AGENT: 'true' do
+          create(
+            :message,
+            account: conversation.account,
+            inbox: facebook_inbox,
+            conversation: conversation,
+            created_at: 5.days.ago
+          )
+          service = described_class.new(conversation)
+          expect(service.can_reply?).to be true
+        end
+      end
+
+      it 'return false if the last message is incoming and outside the messaging window (8 days ago )' do
+        with_modified_env ENABLE_MESSENGER_CHANNEL_HUMAN_AGENT: 'true' do
+          create(
+            :message,
+            account: conversation.account,
+            inbox: facebook_inbox,
+            conversation: conversation,
+            created_at: 8.days.ago
+          )
+          service = described_class.new(conversation)
+          expect(service.can_reply?).to be false
+        end
+      end
+
+      it 'return true if last message is outgoing but previous incoming message is within window' do
+        with_modified_env ENABLE_MESSENGER_CHANNEL_HUMAN_AGENT: 'true' do
+          create(
+            :message,
+            account: conversation.account,
+            inbox: facebook_inbox,
+            conversation: conversation,
+            message_type: :incoming,
+            created_at: 6.hours.ago
+          )
+
+          create(
+            :message,
+            account: conversation.account,
+            inbox: facebook_inbox,
+            conversation: conversation,
+            message_type: :outgoing,
+            created_at: 1.hour.ago
+          )
+
+          service = described_class.new(conversation)
+          expect(service.can_reply?).to be true
+        end
+      end
+
+      it 'considers only the last incoming message for determining time window' do
+        with_modified_env ENABLE_MESSENGER_CHANNEL_HUMAN_AGENT: 'true' do
+          # Old message outside window
+          create(
+            :message,
+            account: conversation.account,
+            inbox: facebook_inbox,
+            conversation: conversation,
+            created_at: 10.days.ago
+          )
+
+          # Recent message within window
+          create(
+            :message,
+            account: conversation.account,
+            inbox: facebook_inbox,
+            conversation: conversation,
+            created_at: 6.hours.ago
+          )
+
+          service = described_class.new(conversation)
+          expect(service.can_reply?).to be true
+        end
+      end
+    end
+
+    context 'when the HUMAN_AGENT is disabled' do
+      with_modified_env ENABLE_MESSENGER_CHANNEL_HUMAN_AGENT: 'false' do
+        it 'return false if the last message is outgoing' do
+          service = described_class.new(conversation)
+          expect(service.can_reply?).to be false
+        end
+
+        it 'return false if the last message is incoming and outside the messaging window ( 8 days ago )' do
+          create(
+            :message,
+            account: conversation.account,
+            inbox: facebook_inbox,
+            conversation: conversation,
+            created_at: 4.days.ago
+          )
+          service = described_class.new(conversation)
+          expect(service.can_reply?).to be false
+        end
+
+        it 'return true if the last message is incoming and within the messaging window (24 hours limit)' do
+          create(
+            :message,
+            account: conversation.account,
+            inbox: facebook_inbox,
+            conversation: conversation,
+            created_at: 13.hours.ago
+          )
+          service = described_class.new(conversation)
+          expect(service.can_reply?).to be true
+        end
+      end
+    end
+  end
+
+  describe 'on Instagram channels' do
+    let!(:instagram_channel) { create(:channel_instagram) }
+    let!(:instagram_inbox) { create(:inbox, channel: instagram_channel, account: instagram_channel.account) }
+    let!(:conversation) { create(:conversation, inbox: instagram_inbox, account: instagram_channel.account) }
+
+    context 'when the HUMAN_AGENT is enabled' do
+      it 'return false if the last message is outgoing' do
+        with_modified_env ENABLE_INSTAGRAM_CHANNEL_HUMAN_AGENT: 'true' do
+          service = described_class.new(conversation)
+          expect(service.can_reply?).to be false
+        end
+      end
+
+      it 'return true if the last message is incoming and within the messaging window (with in 24 hours)' do
+        with_modified_env ENABLE_INSTAGRAM_CHANNEL_HUMAN_AGENT: 'true' do
+          create(
+            :message,
+            account: conversation.account,
+            inbox: instagram_inbox,
+            conversation: conversation,
+            created_at: 13.hours.ago
+          )
+          service = described_class.new(conversation)
+          expect(service.can_reply?).to be true
+        end
+      end
+
+      it 'return true if the last message is incoming and within the messaging window (with in 7 days)' do
+        with_modified_env ENABLE_INSTAGRAM_CHANNEL_HUMAN_AGENT: 'true' do
+          create(
+            :message,
+            account: conversation.account,
+            inbox: instagram_inbox,
+            conversation: conversation,
+            created_at: 6.days.ago
+          )
+          service = described_class.new(conversation)
+          expect(service.can_reply?).to be true
+        end
+      end
+
+      it 'return false if the last message is incoming and outside the messaging window (8 days ago)' do
+        with_modified_env ENABLE_INSTAGRAM_CHANNEL_HUMAN_AGENT: 'true' do
+          create(
+            :message,
+            account: conversation.account,
+            inbox: instagram_inbox,
+            conversation: conversation,
+            created_at: 8.days.ago
+          )
+          service = described_class.new(conversation)
+          expect(service.can_reply?).to be false
+        end
+      end
+
+      it 'return true if last message is outgoing but previous incoming message is within window' do
+        with_modified_env ENABLE_INSTAGRAM_CHANNEL_HUMAN_AGENT: 'true' do
+          create(
+            :message,
+            account: conversation.account,
+            inbox: instagram_inbox,
+            conversation: conversation,
+            message_type: :incoming,
+            created_at: 6.hours.ago
+          )
+
+          create(
+            :message,
+            account: conversation.account,
+            inbox: instagram_inbox,
+            conversation: conversation,
+            message_type: :outgoing,
+            created_at: 1.hour.ago
+          )
+
+          service = described_class.new(conversation)
+          expect(service.can_reply?).to be true
+        end
+      end
+
+      it 'considers only the last incoming message for determining time window' do
+        with_modified_env ENABLE_INSTAGRAM_CHANNEL_HUMAN_AGENT: 'true' do
+          # Old message outside window
+          create(
+            :message,
+            account: conversation.account,
+            inbox: instagram_inbox,
+            conversation: conversation,
+            created_at: 10.days.ago
+          )
+
+          # Recent message within window
+          create(
+            :message,
+            account: conversation.account,
+            inbox: instagram_inbox,
+            conversation: conversation,
+            created_at: 6.hours.ago
+          )
+
+          service = described_class.new(conversation)
+          expect(service.can_reply?).to be true
+        end
+      end
+
+      it 'return true if the last message is incoming and exactly at the edge of 24-hour window with HUMAN_AGENT disabled' do
+        with_modified_env ENABLE_INSTAGRAM_CHANNEL_HUMAN_AGENT: 'true' do
+          create(
+            :message,
+            account: conversation.account,
+            inbox: instagram_inbox,
+            conversation: conversation,
+            created_at: 24.hours.ago
+          )
+          service = described_class.new(conversation)
+          expect(service.can_reply?).to be true
+        end
+      end
+    end
+
+    context 'when the HUMAN_AGENT is disabled' do
+      it 'return false if the last message is outgoing' do
+        with_modified_env ENABLE_INSTAGRAM_CHANNEL_HUMAN_AGENT: 'false' do
+          service = described_class.new(conversation)
+          expect(service.can_reply?).to be false
+        end
+      end
+
+      it 'return false if the last message is incoming and outside the messaging window (8 days ago)' do
+        with_modified_env ENABLE_INSTAGRAM_CHANNEL_HUMAN_AGENT: 'false' do
+          create(
+            :message,
+            account: conversation.account,
+            inbox: instagram_inbox,
+            conversation: conversation,
+            created_at: 9.days.ago
+          )
+          service = described_class.new(conversation)
+          expect(service.can_reply?).to be false
+        end
+      end
+
+      it 'return true if the last message is incoming and within the messaging window (24 hours limit)' do
+        with_modified_env ENABLE_INSTAGRAM_CHANNEL_HUMAN_AGENT: 'false' do
+          create(
+            :message,
+            account: conversation.account,
+            inbox: instagram_inbox,
+            conversation: conversation,
+            created_at: 13.hours.ago
+          )
+          service = described_class.new(conversation)
+          expect(service.can_reply?).to be true
+        end
+      end
+    end
+  end
+
+  describe 'on WhatsApp Cloud channels' do
+    let!(:whatsapp_channel) { create(:channel_whatsapp, provider: 'whatsapp_cloud', sync_templates: false, validate_provider_config: false) }
+    let!(:whatsapp_inbox) { create(:inbox, channel: whatsapp_channel, account: whatsapp_channel.account) }
+    let!(:conversation) { create(:conversation, inbox: whatsapp_inbox, account: whatsapp_channel.account) }
+
+    it 'return false if the last message is outgoing' do
+      service = described_class.new(conversation)
+      expect(service.can_reply?).to be false
+    end
+
+    it 'return true if the last message is incoming and within the messaging window (with in 24 hours)' do
+      create(
+        :message,
+        account: conversation.account,
+        inbox: whatsapp_inbox,
+        conversation: conversation,
+        created_at: 13.hours.ago
+      )
+      service = described_class.new(conversation)
+      expect(service.can_reply?).to be true
+    end
+
+    it 'return false if the last message is incoming and outside the messaging window (24 hours limit)' do
+      create(
+        :message,
+        account: conversation.account,
+        inbox: whatsapp_inbox,
+        conversation: conversation,
+        created_at: 25.hours.ago
+      )
+      service = described_class.new(conversation)
+      expect(service.can_reply?).to be false
+    end
+
+    it 'return true if last message is outgoing but previous incoming message is within window' do
+      create(
+        :message,
+        account: conversation.account,
+        inbox: whatsapp_inbox,
+        conversation: conversation,
+        message_type: :incoming,
+        created_at: 6.hours.ago
+      )
+
+      create(
+        :message,
+        account: conversation.account,
+        inbox: whatsapp_inbox,
+        conversation: conversation,
+        message_type: :outgoing,
+        created_at: 1.hour.ago
+      )
+
+      service = described_class.new(conversation)
+      expect(service.can_reply?).to be true
+    end
+
+    it 'considers only the last incoming message for determining time window' do
+      # Old message outside window
+      create(
+        :message,
+        account: conversation.account,
+        inbox: whatsapp_inbox,
+        conversation: conversation,
+        created_at: 10.days.ago
+      )
+
+      # Recent message within window
+      create(
+        :message,
+        account: conversation.account,
+        inbox: whatsapp_inbox,
+        conversation: conversation,
+        created_at: 6.hours.ago
+      )
+
+      service = described_class.new(conversation)
+      expect(service.can_reply?).to be true
+    end
+  end
+
+  describe 'on Web widget channels' do
+    let!(:widget_channel) { create(:channel_widget) }
+    let!(:widget_inbox) { create(:inbox, channel: widget_channel, account: widget_channel.account) }
+    let!(:conversation) { create(:conversation, inbox: widget_inbox, account: widget_channel.account) }
+
+    it 'return true irrespective of the last message time' do
+      create(
+        :message,
+        account: conversation.account,
+        inbox: widget_inbox,
+        conversation: conversation,
+        created_at: 13.hours.ago
+      )
+      service = described_class.new(conversation)
+      expect(service.can_reply?).to be true
+    end
+  end
+
+  describe 'on SMS channels' do
+    let!(:sms_channel) { create(:channel_sms) }
+    let!(:sms_inbox) { create(:inbox, channel: sms_channel, account: sms_channel.account) }
+    let!(:conversation) { create(:conversation, inbox: sms_inbox, account: sms_channel.account) }
+
+    it 'return true irrespective of the last message time' do
+      create(
+        :message,
+        account: conversation.account,
+        inbox: sms_inbox,
+        conversation: conversation,
+        created_at: 13.hours.ago
+      )
+      service = described_class.new(conversation)
+      expect(service.can_reply?).to be true
+    end
+  end
+
+  describe 'on Telegram channels' do
+    let!(:telegram_channel) { create(:channel_telegram) }
+    let!(:telegram_inbox) { create(:inbox, channel: telegram_channel, account: telegram_channel.account) }
+    let!(:conversation) { create(:conversation, inbox: telegram_inbox, account: telegram_channel.account) }
+
+    it 'return true irrespective of the last message time' do
+      create(
+        :message,
+        account: conversation.account,
+        inbox: telegram_inbox,
+        conversation: conversation,
+        created_at: 13.hours.ago
+      )
+      service = described_class.new(conversation)
+      expect(service.can_reply?).to be true
+    end
+  end
+
+  describe 'on Email channels' do
+    let!(:email_channel) { create(:channel_email) }
+    let!(:email_inbox) { create(:inbox, channel: email_channel, account: email_channel.account) }
+    let!(:conversation) { create(:conversation, inbox: email_inbox, account: email_channel.account) }
+
+    it 'return true irrespective of the last message time' do
+      create(
+        :message,
+        account: conversation.account,
+        inbox: email_inbox,
+        conversation: conversation,
+        created_at: 13.hours.ago
+      )
+      service = described_class.new(conversation)
+      expect(service.can_reply?).to be true
+    end
+  end
+
+  describe 'on Line channels' do
+    let!(:line_channel) { create(:channel_line) }
+    let!(:line_inbox) { create(:inbox, channel: line_channel, account: line_channel.account) }
+    let!(:conversation) { create(:conversation, inbox: line_inbox, account: line_channel.account) }
+
+    it 'return true irrespective of the last message time' do
+      create(
+        :message,
+        account: conversation.account,
+        inbox: line_inbox,
+        conversation: conversation,
+        created_at: 13.hours.ago
+      )
+      service = described_class.new(conversation)
+      expect(service.can_reply?).to be true
+    end
+  end
+
+  describe 'on Twilio SMS channels' do
+    let!(:twilio_sms_channel) { create(:channel_twilio_sms) }
+    let!(:twilio_sms_inbox) { create(:inbox, channel: twilio_sms_channel, account: twilio_sms_channel.account) }
+    let!(:conversation) { create(:conversation, inbox: twilio_sms_inbox, account: twilio_sms_channel.account) }
+
+    it 'return true irrespective of the last message time' do
+      create(
+        :message,
+        account: conversation.account,
+        inbox: twilio_sms_inbox,
+        conversation: conversation,
+        created_at: 13.hours.ago
+      )
+      service = described_class.new(conversation)
+      expect(service.can_reply?).to be true
+    end
+  end
+
+  describe 'on WhatsApp Twilio channels' do
+    let!(:whatsapp_channel) { create(:channel_twilio_sms, medium: :whatsapp) }
+    let!(:whatsapp_inbox) { create(:inbox, channel: whatsapp_channel, account: whatsapp_channel.account) }
+    let!(:conversation) { create(:conversation, inbox: whatsapp_inbox, account: whatsapp_channel.account) }
+
+    it 'return false if the last message is outgoing' do
+      service = described_class.new(conversation)
+      expect(service.can_reply?).to be false
+    end
+
+    it 'return true if the last message is incoming and within the messaging window (with in 24 hours)' do
+      create(
+        :message,
+        account: conversation.account,
+        inbox: whatsapp_inbox,
+        conversation: conversation,
+        created_at: 13.hours.ago
+      )
+      service = described_class.new(conversation)
+      expect(service.can_reply?).to be true
+    end
+
+    it 'return false if the last message is incoming and outside the messaging window (24 hours limit)' do
+      create(
+        :message,
+        account: conversation.account,
+        inbox: whatsapp_inbox,
+        conversation: conversation,
+        created_at: 25.hours.ago
+      )
+      service = described_class.new(conversation)
+      expect(service.can_reply?).to be false
+    end
+
+    it 'return true if last message is outgoing but previous incoming message is within window' do
+      create(
+        :message,
+        account: conversation.account,
+        inbox: whatsapp_inbox,
+        conversation: conversation,
+        message_type: :incoming,
+        created_at: 6.hours.ago
+      )
+
+      create(
+        :message,
+        account: conversation.account,
+        inbox: whatsapp_inbox,
+        conversation: conversation,
+        message_type: :outgoing,
+        created_at: 1.hour.ago
+      )
+
+      service = described_class.new(conversation)
+      expect(service.can_reply?).to be true
+    end
+
+    it 'considers only the last incoming message for determining time window' do
+      # Old message outside window
+      create(
+        :message,
+        account: conversation.account,
+        inbox: whatsapp_inbox,
+        conversation: conversation,
+        created_at: 10.days.ago
+      )
+
+      # Recent message within window
+      create(
+        :message,
+        account: conversation.account,
+        inbox: whatsapp_inbox,
+        conversation: conversation,
+        created_at: 6.hours.ago
+      )
+
+      service = described_class.new(conversation)
+      expect(service.can_reply?).to be true
+    end
+  end
+end