Restructure omni services and add Chatwoot research snapshot

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

@@ -0,0 +1,236 @@
+class Api::V1::Accounts::ConversationsController < Api::V1::Accounts::BaseController
+  include Events::Types
+  include DateRangeHelper
+  include HmacConcern
+
+  before_action :conversation, except: [:index, :meta, :search, :create, :filter]
+  before_action :inbox, :contact, :contact_inbox, only: [:create]
+
+  ATTACHMENT_RESULTS_PER_PAGE = 100
+
+  def index
+    result = conversation_finder.perform
+    @conversations = result[:conversations]
+    @conversations_count = result[:count]
+  end
+
+  def meta
+    result = conversation_finder.perform_meta_only
+    @conversations_count = result[:count]
+  end
+
+  def search
+    result = conversation_finder.perform
+    @conversations = result[:conversations]
+    @conversations_count = result[:count]
+  end
+
+  def attachments
+    @attachments_count = @conversation.attachments.count
+    @attachments = @conversation.attachments
+                                .includes(:message)
+                                .order(created_at: :desc)
+                                .page(attachment_params[:page])
+                                .per(ATTACHMENT_RESULTS_PER_PAGE)
+  end
+
+  def show; end
+
+  def create
+    ActiveRecord::Base.transaction do
+      @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
+
+  def update
+    @conversation.update!(permitted_update_params)
+  end
+
+  def filter
+    result = ::Conversations::FilterService.new(params.permit!, current_user, current_account).perform
+    @conversations = result[:conversations]
+    @conversations_count = result[:count]
+  rescue CustomExceptions::CustomFilter::InvalidAttribute,
+         CustomExceptions::CustomFilter::InvalidOperator,
+         CustomExceptions::CustomFilter::InvalidQueryOperator,
+         CustomExceptions::CustomFilter::InvalidValue => e
+    render_could_not_create_error(e.message)
+  end
+
+  def mute
+    @conversation.mute!
+    head :ok
+  end
+
+  def unmute
+    @conversation.unmute!
+    head :ok
+  end
+
+  def transcript
+    render json: { error: 'email param missing' }, status: :unprocessable_entity and return if params[:email].blank?
+    return render_payment_required('Email transcript is not available on your plan') unless @conversation.account.email_transcript_enabled?
+    return head :too_many_requests unless @conversation.account.within_email_rate_limit?
+
+    ConversationReplyMailer.with(account: @conversation.account).conversation_transcript(@conversation, params[:email])&.deliver_later
+    @conversation.account.increment_email_sent_count
+    head :ok
+  end
+
+  def toggle_status
+    # FIXME: move this logic into a service object
+    if pending_to_open_by_bot?
+      @conversation.bot_handoff!
+    elsif params[:status].present?
+      set_conversation_status
+      @status = @conversation.save!
+    else
+      @status = @conversation.toggle_status
+    end
+    assign_conversation if should_assign_conversation?
+  end
+
+  def pending_to_open_by_bot?
+    return false unless Current.user.is_a?(AgentBot)
+
+    @conversation.status == 'pending' && params[:status] == 'open'
+  end
+
+  def should_assign_conversation?
+    @conversation.status == 'open' && Current.user.is_a?(User) && Current.user&.agent?
+  end
+
+  def toggle_priority
+    @conversation.toggle_priority(params[:priority])
+    head :ok
+  end
+
+  def toggle_typing_status
+    typing_status_manager = ::Conversations::TypingStatusManager.new(@conversation, current_user, params)
+    typing_status_manager.toggle_typing_status
+    head :ok
+  end
+
+  def update_last_seen
+    # High-traffic accounts generate excessive DB writes when agents frequently switch between conversations.
+    # Throttle last_seen updates to once per hour when there are no unread messages to reduce DB load.
+    # Always update immediately if there are unread messages to maintain accurate read/unread state.
+    return update_last_seen_on_conversation(DateTime.now.utc, true) if assignee? && @conversation.assignee_unread_messages.any?
+    return update_last_seen_on_conversation(DateTime.now.utc, false) if !assignee? && @conversation.unread_messages.any?
+
+    # No unread messages - apply throttling to limit DB writes
+    return unless should_update_last_seen?
+
+    update_last_seen_on_conversation(DateTime.now.utc, assignee?)
+  end
+
+  def unread
+    last_incoming_message = @conversation.messages.incoming.last
+    last_seen_at = last_incoming_message.created_at - 1.second if last_incoming_message.present?
+    update_last_seen_on_conversation(last_seen_at, true)
+  end
+
+  def custom_attributes
+    @conversation.custom_attributes = params.permit(custom_attributes: {})[:custom_attributes]
+    @conversation.save!
+  end
+
+  def destroy
+    authorize @conversation, :destroy?
+    ::DeleteObjectJob.perform_later(@conversation, Current.user, request.ip)
+    head :ok
+  end
+
+  private
+
+  def permitted_update_params
+    # TODO: Move the other conversation attributes to this method and remove specific endpoints for each attribute
+    params.permit(:priority)
+  end
+
+  def attachment_params
+    params.permit(:page)
+  end
+
+  def update_last_seen_on_conversation(last_seen_at, update_assignee)
+    updates = { agent_last_seen_at: last_seen_at }
+    updates[:assignee_last_seen_at] = last_seen_at if update_assignee.present?
+
+    # rubocop:disable Rails/SkipsModelValidations
+    @conversation.update_columns(updates)
+    # rubocop:enable Rails/SkipsModelValidations
+  end
+
+  def should_update_last_seen?
+    # Update if at least one relevant timestamp is older than 1 hour or not set
+    # This prevents redundant DB writes when agents repeatedly view the same conversation
+    agent_needs_update = @conversation.agent_last_seen_at.blank? || @conversation.agent_last_seen_at < 1.hour.ago
+    return agent_needs_update unless assignee?
+
+    # For assignees, check both timestamps - update if either is old
+    assignee_needs_update = @conversation.assignee_last_seen_at.blank? || @conversation.assignee_last_seen_at < 1.hour.ago
+    agent_needs_update || assignee_needs_update
+  end
+
+  def set_conversation_status
+    @conversation.status = params[:status]
+    @conversation.snoozed_until = parse_date_time(params[:snoozed_until].to_s) if params[:snoozed_until]
+  end
+
+  def assign_conversation
+    @conversation.assignee = current_user
+    @conversation.save!
+  end
+
+  def conversation
+    @conversation ||= Current.account.conversations.find_by!(display_id: params[:id])
+    authorize @conversation, :show?
+  end
+
+  def inbox
+    return if params[:inbox_id].blank?
+
+    @inbox = Current.account.inboxes.find(params[:inbox_id])
+    authorize @inbox, :show?
+  end
+
+  def contact
+    return if params[:contact_id].blank?
+
+    @contact = Current.account.contacts.find(params[:contact_id])
+  end
+
+  def contact_inbox
+    @contact_inbox = build_contact_inbox
+
+    # fallback for the old case where we do look up only using source id
+    # In future we need to change this and make sure we do look up on combination of inbox_id and source_id
+    # and deprecate the support of passing only source_id as the param
+    @contact_inbox ||= ::ContactInbox.find_by!(source_id: params[:source_id])
+    authorize @contact_inbox.inbox, :show?
+  rescue ActiveRecord::RecordNotUnique
+    render json: { error: 'source_id should be unique' }, status: :unprocessable_entity
+  end
+
+  def build_contact_inbox
+    return if @inbox.blank? || @contact.blank?
+
+    ContactInboxBuilder.new(
+      contact: @contact,
+      inbox: @inbox,
+      source_id: params[:source_id],
+      hmac_verified: hmac_verified?
+    ).perform
+  end
+
+  def conversation_finder
+    @conversation_finder ||= ConversationFinder.new(Current.user, params)
+  end
+
+  def assignee?
+    @conversation.assignee_id? && Current.user == @conversation.assignee
+  end
+end
+
+Api::V1::Accounts::ConversationsController.prepend_mod_with('Api::V1::Accounts::ConversationsController')