feat: Run assignment every 15 minutes (#12334)

Currently, auto-assignment runs only during conversation creation or
update events. If no agents are online when new conversations arrive,
those conversations remain unassigned.

With this change, unassigned conversations will be automatically
assigned once agents become available. The job runs every 15 minutes and
uses a fair distribution threshold of 100 to prevent a large number of
conversations from being assigned to a single available agent. This will
be customizable later.

app/jobs/inboxes/bulk_auto_assignment_job.rb

@@ -0,0 +1,47 @@
+class Inboxes::BulkAutoAssignmentJob < ApplicationJob
+  queue_as :scheduled_jobs
+  include BillingHelper
+
+  def perform
+    Account.feature_assignment_v2.find_each do |account|
+      if should_skip_auto_assignment?(account)
+        Rails.logger.info("Skipping auto assignment for account #{account.id}")
+        next
+      end
+
+      account.inboxes.where(enable_auto_assignment: true).find_each do |inbox|
+        process_assignment(inbox)
+      end
+    end
+  end
+
+  private
+
+  def process_assignment(inbox)
+    allowed_agent_ids = inbox.member_ids_with_assignment_capacity
+
+    if allowed_agent_ids.blank?
+      Rails.logger.info("No agents available to assign conversation to inbox #{inbox.id}")
+      return
+    end
+
+    assign_conversations(inbox, allowed_agent_ids)
+  end
+
+  def assign_conversations(inbox, allowed_agent_ids)
+    unassigned_conversations = inbox.conversations.unassigned.open.limit(Limits::AUTO_ASSIGNMENT_BULK_LIMIT)
+    unassigned_conversations.find_each do |conversation|
+      ::AutoAssignment::AgentAssignmentService.new(
+        conversation: conversation,
+        allowed_agent_ids: allowed_agent_ids
+      ).perform
+      Rails.logger.info("Assigned conversation #{conversation.id} to agent #{allowed_agent_ids.first}")
+    end
+  end
+
+  def should_skip_auto_assignment?(account)
+    return false unless ChatwootApp.chatwoot_cloud?
+
+    default_plan?(account)
+  end
+end

config/schedule.yml

@@ -46,3 +46,10 @@ delete_accounts_job:
   cron: '0 1 * * *'
   class: 'Internal::DeleteAccountsJob'
   queue: scheduled_jobs
+
+# executed every 15 minutes
+# to assign unassigned conversations for all inboxes
+bulk_auto_assignment_job:
+  cron: '*/15 * * * *'
+  class: 'Inboxes::BulkAutoAssignmentJob'
+  queue: scheduled_jobs

lib/limits.rb

@@ -5,6 +5,7 @@ module Limits
   OUT_OF_OFFICE_MESSAGE_MAX_LENGTH = 10_000
   GREETING_MESSAGE_MAX_LENGTH = 10_000
   CATEGORIES_PER_PAGE = 1000
+  AUTO_ASSIGNMENT_BULK_LIMIT = 100
 
   def self.conversation_message_per_minute_limit
     ENV.fetch('CONVERSATION_MESSAGE_PER_MINUTE_LIMIT', '200').to_i

spec/jobs/inboxes/bulk_auto_assignment_job_spec.rb

@@ -0,0 +1,93 @@
+require 'rails_helper'
+
+RSpec.describe Inboxes::BulkAutoAssignmentJob do
+  let(:account) { create(:account, custom_attributes: { 'plan_name' => 'Startups' }) }
+  let(:agent) { create(:user, account: account, role: :agent, auto_offline: false) }
+  let(:inbox) { create(:inbox, account: account) }
+  let!(:conversation) { create(:conversation, account: account, inbox: inbox, assignee: nil, status: :open) }
+  let(:assignment_service) { double }
+
+  describe '#perform' do
+    before do
+      allow(assignment_service).to receive(:perform)
+    end
+
+    context 'when inbox has inbox members' do
+      before do
+        create(:inbox_member, user: agent, inbox: inbox)
+        account.enable_features!('assignment_v2')
+        inbox.update!(enable_auto_assignment: true)
+      end
+
+      it 'assigns unassigned conversations in enabled inboxes' do
+        allow(AutoAssignment::AgentAssignmentService).to receive(:new).with(
+          conversation: conversation,
+          allowed_agent_ids: [agent.id]
+        ).and_return(assignment_service)
+
+        described_class.perform_now
+        expect(AutoAssignment::AgentAssignmentService).to have_received(:new).with(
+          conversation: conversation,
+          allowed_agent_ids: [agent.id]
+        )
+      end
+
+      it 'skips inboxes with auto assignment disabled' do
+        inbox.update!(enable_auto_assignment: false)
+        allow(AutoAssignment::AgentAssignmentService).to receive(:new)
+
+        described_class.perform_now
+
+        expect(AutoAssignment::AgentAssignmentService).not_to have_received(:new).with(
+          conversation: conversation,
+          allowed_agent_ids: [agent.id]
+        )
+      end
+
+      context 'when account is on default plan in chatwoot cloud' do
+        before do
+          account.update!(custom_attributes: {})
+          InstallationConfig.create(name: 'CHATWOOT_CLOUD_PLANS', value: [{ 'name' => 'default' }])
+          allow(ChatwootApp).to receive(:chatwoot_cloud?).and_return(true)
+        end
+
+        it 'skips auto assignment' do
+          allow(Rails.logger).to receive(:info)
+          expect(Rails.logger).to receive(:info).with("Skipping auto assignment for account #{account.id}")
+
+          allow(AutoAssignment::AgentAssignmentService).to receive(:new)
+          expect(AutoAssignment::AgentAssignmentService).not_to receive(:new)
+
+          described_class.perform_now
+        end
+      end
+    end
+
+    context 'when inbox has no members' do
+      before do
+        account.enable_features!('assignment_v2')
+        inbox.update!(enable_auto_assignment: true)
+      end
+
+      it 'does not assign conversations' do
+        allow(Rails.logger).to receive(:info)
+        expect(Rails.logger).to receive(:info).with("No agents available to assign conversation to inbox #{inbox.id}")
+
+        described_class.perform_now
+      end
+    end
+
+    context 'when assignment_v2 feature is disabled' do
+      before do
+        account.disable_features!('assignment_v2')
+      end
+
+      it 'skips auto assignment' do
+        allow(AutoAssignment::AgentAssignmentService).to receive(:new)
+        expect(AutoAssignment::AgentAssignmentService).not_to receive(:new)
+
+        described_class.perform_now
+      end
+    end
+  end
+end