Restructure omni services and add Chatwoot research snapshot

research/chatwoot/app/models/inbox.rb

@@ -0,0 +1,251 @@
+# frozen_string_literal: true
+
+# == Schema Information
+#
+# Table name: inboxes
+#
+#  id                            :integer          not null, primary key
+#  allow_messages_after_resolved :boolean          default(TRUE)
+#  auto_assignment_config        :jsonb
+#  business_name                 :string
+#  channel_type                  :string
+#  csat_config                   :jsonb            not null
+#  csat_survey_enabled           :boolean          default(FALSE)
+#  email_address                 :string
+#  enable_auto_assignment        :boolean          default(TRUE)
+#  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
+#  sender_name_type              :integer          default("friendly"), not null
+#  timezone                      :string           default("UTC")
+#  working_hours_enabled         :boolean          default(FALSE)
+#  created_at                    :datetime         not null
+#  updated_at                    :datetime         not null
+#  account_id                    :integer          not null
+#  channel_id                    :integer          not null
+#  portal_id                     :bigint
+#
+# Indexes
+#
+#  index_inboxes_on_account_id                   (account_id)
+#  index_inboxes_on_channel_id_and_channel_type  (channel_id,channel_type)
+#  index_inboxes_on_portal_id                    (portal_id)
+#
+# Foreign Keys
+#
+#  fk_rails_...  (portal_id => portals.id)
+#
+
+class Inbox < ApplicationRecord
+  include Reportable
+  include Avatarable
+  include OutOfOffisable
+  include AccountCacheRevalidator
+  include InboxAgentAvailability
+
+  # Not allowing characters:
+  validates :name, presence: true
+  validates :account_id, presence: true
+  validates :timezone, inclusion: { in: TZInfo::Timezone.all_identifiers }
+  validates :out_of_office_message, length: { maximum: Limits::OUT_OF_OFFICE_MESSAGE_MAX_LENGTH }
+  validates :greeting_message, length: { maximum: Limits::GREETING_MESSAGE_MAX_LENGTH }
+  validate :ensure_valid_max_assignment_limit
+
+  belongs_to :account
+  belongs_to :portal, optional: true
+
+  belongs_to :channel, polymorphic: true, dependent: :destroy
+
+  has_many :campaigns, dependent: :destroy_async
+  has_many :contact_inboxes, dependent: :destroy_async
+  has_many :contacts, through: :contact_inboxes
+
+  has_many :inbox_members, dependent: :destroy_async
+  has_many :members, through: :inbox_members, source: :user
+  has_many :conversations, dependent: :destroy_async
+  has_many :messages, dependent: :destroy_async
+
+  has_one :inbox_assignment_policy, dependent: :destroy
+  has_one :assignment_policy, through: :inbox_assignment_policy
+  has_one :agent_bot_inbox, dependent: :destroy_async
+  has_one :agent_bot, through: :agent_bot_inbox
+  has_many :webhooks, dependent: :destroy_async
+  has_many :hooks, dependent: :destroy_async, class_name: 'Integrations::Hook'
+
+  enum sender_name_type: { friendly: 0, professional: 1 }
+
+  after_destroy :delete_round_robin_agents
+
+  after_create_commit :dispatch_create_event
+  after_update_commit :dispatch_update_event
+
+  scope :order_by_name, -> { order('lower(name) ASC') }
+
+  # Adds multiple members to the inbox
+  # @param user_ids [Array<Integer>] Array of user IDs to add as members
+  # @return [void]
+  def add_members(user_ids)
+    inbox_members.create!(user_ids.map { |user_id| { user_id: user_id } })
+    update_account_cache
+  end
+
+  # Removes multiple members from the inbox
+  # @param user_ids [Array<Integer>] Array of user IDs to remove
+  # @return [void]
+  def remove_members(user_ids)
+    inbox_members.where(user_id: user_ids).destroy_all
+    update_account_cache
+  end
+
+  # Sanitizes inbox name for balanced email provider compatibility
+  # ALLOWS: /'._- and Unicode letters/numbers/emojis
+  # REMOVES: Forbidden chars (\<>@") + spam-trigger symbols (!#$%&*+=?^`{|}~)
+  def sanitized_name
+    return default_name_for_blank_name if name.blank?
+
+    sanitized = apply_sanitization_rules(name)
+    sanitized.blank? && email? ? display_name_from_email : sanitized
+  end
+
+  def sms?
+    channel_type == 'Channel::Sms'
+  end
+
+  def facebook?
+    channel_type == 'Channel::FacebookPage'
+  end
+
+  def instagram?
+    (facebook? || instagram_direct?) && channel.instagram_id.present?
+  end
+
+  def instagram_direct?
+    channel_type == 'Channel::Instagram'
+  end
+
+  def tiktok?
+    channel_type == 'Channel::Tiktok'
+  end
+
+  def web_widget?
+    channel_type == 'Channel::WebWidget'
+  end
+
+  def api?
+    channel_type == 'Channel::Api'
+  end
+
+  def email?
+    channel_type == 'Channel::Email'
+  end
+
+  def twilio?
+    channel_type == 'Channel::TwilioSms'
+  end
+
+  def twitter?
+    channel_type == 'Channel::TwitterProfile'
+  end
+
+  def telegram?
+    channel_type == 'Channel::Telegram'
+  end
+
+  def whatsapp?
+    channel_type == 'Channel::Whatsapp'
+  end
+
+  def twilio_whatsapp?
+    channel_type == 'Channel::TwilioSms' && channel.medium == 'whatsapp'
+  end
+
+  def assignable_agents
+    (account.users.where(id: members.select(:user_id)) + account.administrators).uniq
+  end
+
+  def active_bot?
+    agent_bot_inbox&.active? || hooks.where(app_id: %w[dialogflow],
+                                            status: 'enabled').count.positive?
+  end
+
+  def inbox_type
+    channel.name
+  end
+
+  def webhook_data
+    {
+      id: id,
+      name: name
+    }
+  end
+
+  def callback_webhook_url
+    case channel_type
+    when 'Channel::TwilioSms'
+      "#{ENV.fetch('FRONTEND_URL', nil)}/twilio/callback"
+    when 'Channel::Sms'
+      "#{ENV.fetch('FRONTEND_URL', nil)}/webhooks/sms/#{channel.phone_number.delete_prefix('+')}"
+    when 'Channel::Line'
+      "#{ENV.fetch('FRONTEND_URL', nil)}/webhooks/line/#{channel.line_channel_id}"
+    when 'Channel::Whatsapp'
+      "#{ENV.fetch('FRONTEND_URL', nil)}/webhooks/whatsapp/#{channel.phone_number}"
+    end
+  end
+
+  def member_ids_with_assignment_capacity
+    members.ids
+  end
+
+  def auto_assignment_v2_enabled?
+    account.feature_enabled?('assignment_v2')
+  end
+
+  private
+
+  def default_name_for_blank_name
+    email? ? display_name_from_email : ''
+  end
+
+  def apply_sanitization_rules(name)
+    name.gsub(/[\\<>@"!#$%&*+=?^`{|}~:;]/, '')         # Remove forbidden chars
+        .gsub(/[\x00-\x1F\x7F]/, ' ')                   # Replace control chars with spaces
+        .gsub(/\A[[:punct:]]+|[[:punct:]]+\z/, '')      # Remove leading/trailing punctuation
+        .gsub(/\s+/, ' ')                               # Normalize spaces
+        .strip
+  end
+
+  def display_name_from_email
+    channel.email.split('@').first.parameterize.titleize
+  end
+
+  def dispatch_create_event
+    return if ENV['ENABLE_INBOX_EVENTS'].blank?
+
+    Rails.configuration.dispatcher.dispatch(INBOX_CREATED, Time.zone.now, inbox: self)
+  end
+
+  def dispatch_update_event
+    return if ENV['ENABLE_INBOX_EVENTS'].blank?
+
+    Rails.configuration.dispatcher.dispatch(INBOX_UPDATED, Time.zone.now, inbox: self, changed_attributes: previous_changes)
+  end
+
+  def ensure_valid_max_assignment_limit
+    # overridden in enterprise/app/models/enterprise/inbox.rb
+  end
+
+  def delete_round_robin_agents
+    ::AutoAssignment::InboxRoundRobinService.new(inbox: self).clear_queue
+  end
+
+  def check_channel_type?
+    ['Channel::Email', 'Channel::Api', 'Channel::WebWidget'].include?(channel_type)
+  end
+end
+
+Inbox.prepend_mod_with('Inbox')
+Inbox.include_mod_with('Audit::Inbox')
+Inbox.include_mod_with('Concerns::Inbox')