Restructure omni services and add Chatwoot research snapshot

research/chatwoot/app/services/message_templates/hook_execution_service.rb

@@ -0,0 +1,62 @@
+class MessageTemplates::HookExecutionService
+  pattr_initialize [:message!]
+
+  def perform
+    return if conversation.last_incoming_message.blank?
+    return if message.auto_reply_email?
+
+    trigger_templates
+  end
+
+  private
+
+  delegate :inbox, :conversation, to: :message
+  delegate :contact, to: :conversation
+
+  def trigger_templates
+    ::MessageTemplates::Template::OutOfOffice.new(conversation: conversation).perform if should_send_out_of_office_message?
+    ::MessageTemplates::Template::Greeting.new(conversation: conversation).perform if should_send_greeting?
+    ::MessageTemplates::Template::EmailCollect.new(conversation: conversation).perform if inbox.enable_email_collect && should_send_email_collect?
+  end
+
+  def should_send_out_of_office_message?
+    return false if conversation.campaign.present?
+    # should not send if its a tweet message
+    return false if conversation.tweet?
+    # should not send for outbound messages
+    return false unless message.incoming?
+    # prevents sending out-of-office message if an agent has sent a message in last 5 minutes
+    # ensures better UX by not interrupting active conversations at the end of business hours
+    return false if conversation.messages.outgoing.where(private: false).exists?(['created_at > ?', 5.minutes.ago])
+
+    inbox.out_of_office? && conversation.messages.today.template.empty? && inbox.out_of_office_message.present?
+  end
+
+  def first_message_from_contact?
+    conversation.messages.outgoing.count.zero? && conversation.messages.template.count.zero?
+  end
+
+  def should_send_greeting?
+    return false if conversation.campaign.present?
+    # should not send if its a tweet message
+    return false if conversation.tweet?
+
+    first_message_from_contact? && inbox.greeting_enabled? && inbox.greeting_message.present?
+  end
+
+  def email_collect_was_sent?
+    conversation.messages.where(content_type: 'input_email').present?
+  end
+
+  # TODO: we should be able to reduce this logic once we have a toggle for email collect messages
+  def should_send_email_collect?
+    return false if conversation.campaign.present?
+
+    !contact_has_email? && inbox.web_widget? && !email_collect_was_sent?
+  end
+
+  def contact_has_email?
+    contact.email
+  end
+end
+MessageTemplates::HookExecutionService.prepend_mod_with('MessageTemplates::HookExecutionService')

research/chatwoot/app/services/message_templates/template/auto_resolve.rb

@@ -0,0 +1,42 @@
+class MessageTemplates::Template::AutoResolve
+  pattr_initialize [:conversation!]
+
+  def perform
+    return if conversation.account.auto_resolve_message.blank?
+
+    if within_messaging_window?
+      conversation.messages.create!(auto_resolve_message_params)
+    else
+      create_auto_resolve_not_sent_activity_message
+    end
+  end
+
+  private
+
+  delegate :contact, :account, to: :conversation
+  delegate :inbox, to: :message
+
+  def within_messaging_window?
+    conversation.can_reply?
+  end
+
+  def create_auto_resolve_not_sent_activity_message
+    content = I18n.t('conversations.activity.auto_resolve.not_sent_due_to_messaging_window')
+    activity_message_params = {
+      account_id: conversation.account_id,
+      inbox_id: conversation.inbox_id,
+      message_type: :activity,
+      content: content
+    }
+    ::Conversations::ActivityMessageJob.perform_later(conversation, activity_message_params) if content
+  end
+
+  def auto_resolve_message_params
+    {
+      account_id: @conversation.account_id,
+      inbox_id: @conversation.inbox_id,
+      message_type: :template,
+      content: account.auto_resolve_message
+    }
+  end
+end

research/chatwoot/app/services/message_templates/template/csat_survey.rb

@@ -0,0 +1,40 @@
+class MessageTemplates::Template::CsatSurvey
+  pattr_initialize [:conversation!]
+
+  def perform
+    ActiveRecord::Base.transaction do
+      conversation.messages.create!(csat_survey_message_params)
+    end
+  end
+
+  private
+
+  delegate :contact, :account, :inbox, to: :conversation
+
+  def message_content
+    return I18n.t('conversations.templates.csat_input_message_body') if csat_config.blank? || csat_config['message'].blank?
+
+    csat_config['message']
+  end
+
+  def csat_survey_message_params
+    {
+      account_id: @conversation.account_id,
+      inbox_id: @conversation.inbox_id,
+      message_type: :template,
+      content_type: :input_csat,
+      content: message_content,
+      content_attributes: content_attributes
+    }
+  end
+
+  def csat_config
+    inbox.csat_config || {}
+  end
+
+  def content_attributes
+    {
+      display_type: csat_config['display_type'] || 'emoji'
+    }
+  end
+end

research/chatwoot/app/services/message_templates/template/email_collect.rb

@@ -0,0 +1,43 @@
+class MessageTemplates::Template::EmailCollect
+  pattr_initialize [:conversation!]
+
+  def perform
+    ActiveRecord::Base.transaction do
+      conversation.messages.create!(ways_to_reach_you_message_params)
+      conversation.messages.create!(email_input_box_template_message_params)
+    end
+  rescue StandardError => e
+    ChatwootExceptionTracker.new(e, account: conversation.account).capture_exception
+    true
+  end
+
+  private
+
+  delegate :contact, :account, to: :conversation
+  delegate :inbox, to: :message
+
+  def ways_to_reach_you_message_params
+    content = I18n.t('conversations.templates.ways_to_reach_you_message_body',
+                     account_name: account.name)
+
+    {
+      account_id: @conversation.account_id,
+      inbox_id: @conversation.inbox_id,
+      message_type: :template,
+      content: content
+    }
+  end
+
+  def email_input_box_template_message_params
+    content = I18n.t('conversations.templates.email_input_box_message_body',
+                     account_name: account.name)
+
+    {
+      account_id: @conversation.account_id,
+      inbox_id: @conversation.inbox_id,
+      message_type: :template,
+      content_type: :input_email,
+      content: content
+    }
+  end
+end

research/chatwoot/app/services/message_templates/template/greeting.rb

@@ -0,0 +1,28 @@
+class MessageTemplates::Template::Greeting
+  pattr_initialize [:conversation!]
+
+  def perform
+    ActiveRecord::Base.transaction do
+      conversation.messages.create!(greeting_message_params)
+    end
+  rescue StandardError => e
+    ChatwootExceptionTracker.new(e, account: conversation.account).capture_exception
+    true
+  end
+
+  private
+
+  delegate :contact, :account, to: :conversation
+  delegate :inbox, to: :message
+
+  def greeting_message_params
+    content = @conversation.inbox&.greeting_message
+
+    {
+      account_id: @conversation.account_id,
+      inbox_id: @conversation.inbox_id,
+      message_type: :template,
+      content: content
+    }
+  end
+end

research/chatwoot/app/services/message_templates/template/out_of_office.rb

@@ -0,0 +1,36 @@
+class MessageTemplates::Template::OutOfOffice
+  pattr_initialize [:conversation!]
+
+  def self.perform_if_applicable(conversation)
+    inbox = conversation.inbox
+    return unless inbox.out_of_office?
+    return if inbox.out_of_office_message.blank?
+
+    new(conversation: conversation).perform
+  end
+
+  def perform
+    ActiveRecord::Base.transaction do
+      conversation.messages.create!(out_of_office_message_params)
+    end
+  rescue StandardError => e
+    ChatwootExceptionTracker.new(e, account: conversation.account).capture_exception
+    true
+  end
+
+  private
+
+  delegate :contact, :account, to: :conversation
+  delegate :inbox, to: :message
+
+  def out_of_office_message_params
+    content = @conversation.inbox&.out_of_office_message
+
+    {
+      account_id: @conversation.account_id,
+      inbox_id: @conversation.inbox_id,
+      message_type: :template,
+      content: content
+    }
+  end
+end