diff --git a/app/controllers/api/v1/accounts/inbox_csat_templates_controller.rb b/app/controllers/api/v1/accounts/inbox_csat_templates_controller.rb index bb5dab680..d7244616d 100644 --- a/app/controllers/api/v1/accounts/inbox_csat_templates_controller.rb +++ b/app/controllers/api/v1/accounts/inbox_csat_templates_controller.rb @@ -1,6 +1,7 @@ class Api::V1::Accounts::InboxCsatTemplatesController < Api::V1::Accounts::BaseController before_action :fetch_inbox before_action :validate_whatsapp_channel + before_action :validate_captain_enabled, only: [:analyze] def show service = CsatTemplateManagementService.new(@inbox) @@ -24,6 +25,23 @@ class Api::V1::Accounts::InboxCsatTemplatesController < Api::V1::Accounts::BaseC render json: { error: 'Template parameters are required' }, status: :unprocessable_entity end + def analyze + template_params = extract_template_params + return render_missing_message_error if template_params[:message].blank? + + result = CsatTemplateUtilityAnalysisService.new( + account: Current.account, + inbox: @inbox, + message: template_params[:message], + button_text: template_params[:button_text], + language: template_params[:language] + ).perform + + render json: result + rescue ActionController::ParameterMissing + render json: { error: 'Template parameters are required' }, status: :unprocessable_entity + end + private def fetch_inbox @@ -46,6 +64,12 @@ class Api::V1::Accounts::InboxCsatTemplatesController < Api::V1::Accounts::BaseC render json: { error: 'Message is required' }, status: :unprocessable_entity end + def validate_captain_enabled + return if Current.account.feature_enabled?('captain_integration') + + render json: { error: 'Captain is required for template analysis' }, status: :forbidden + end + def render_template_creation_result(result) if result[:success] render_successful_template_creation(result) diff --git a/app/helpers/api/v1/inboxes_helper.rb b/app/helpers/api/v1/inboxes_helper.rb index d734a346e..3d6b559c8 100644 --- a/app/helpers/api/v1/inboxes_helper.rb +++ b/app/helpers/api/v1/inboxes_helper.rb @@ -57,39 +57,35 @@ module Api::V1::InboxesHelper end def check_smtp_connection(channel_data, smtp) + smtp.open_timeout = 10 smtp.start(channel_data[:smtp_domain], channel_data[:smtp_login], channel_data[:smtp_password], channel_data[:smtp_authentication]&.to_sym || :login) smtp.finish + rescue Net::SMTPAuthenticationError + raise StandardError, I18n.t('errors.inboxes.smtp.authentication_error') + rescue SocketError, Errno::ECONNREFUSED, Errno::EHOSTUNREACH, Errno::ENETUNREACH, Net::OpenTimeout + raise StandardError, I18n.t('errors.inboxes.smtp.connection_error') + rescue OpenSSL::SSL::SSLError + raise StandardError, I18n.t('errors.inboxes.smtp.ssl_error') + rescue Net::SMTPServerBusy, Net::SMTPSyntaxError, Net::SMTPFatalError + raise StandardError, I18n.t('errors.inboxes.smtp.smtp_error') + rescue StandardError => e + raise StandardError, e.message end def set_smtp_encryption(channel_data, smtp) if channel_data[:smtp_enable_ssl_tls] - set_enable_tls(channel_data, smtp) + set_smtp_ssl_method(smtp, :enable_tls, channel_data[:smtp_openssl_verify_mode]) elsif channel_data[:smtp_enable_starttls_auto] - set_enable_starttls_auto(channel_data, smtp) + set_smtp_ssl_method(smtp, :enable_starttls_auto, channel_data[:smtp_openssl_verify_mode]) end end - def set_enable_starttls_auto(channel_data, smtp) - return unless smtp.respond_to?(:enable_starttls_auto) + def set_smtp_ssl_method(smtp, method, openssl_verify_mode) + return unless smtp.respond_to?(method) - if channel_data[:smtp_openssl_verify_mode] - context = enable_openssl_mode(channel_data[:smtp_openssl_verify_mode]) - smtp.enable_starttls_auto(context) - else - smtp.enable_starttls_auto - end - end - - def set_enable_tls(channel_data, smtp) - return unless smtp.respond_to?(:enable_tls) - - if channel_data[:smtp_openssl_verify_mode] - context = enable_openssl_mode(channel_data[:smtp_openssl_verify_mode]) - smtp.enable_tls(context) - else - smtp.enable_tls - end + context = enable_openssl_mode(openssl_verify_mode) if openssl_verify_mode + context ? smtp.send(method, context) : smtp.send(method) end def enable_openssl_mode(smtp_openssl_verify_mode) diff --git a/app/javascript/dashboard/api/inboxes.js b/app/javascript/dashboard/api/inboxes.js index 83ba3e9ba..079f21815 100644 --- a/app/javascript/dashboard/api/inboxes.js +++ b/app/javascript/dashboard/api/inboxes.js @@ -42,6 +42,12 @@ class Inboxes extends CacheEnabledApiClient { getCSATTemplateStatus(inboxId) { return axios.get(`${this.url}/${inboxId}/csat_template`); } + + analyzeCSATTemplateUtility(inboxId, template) { + return axios.post(`${this.url}/${inboxId}/csat_template/analyze`, { + template, + }); + } } export default new Inboxes(); diff --git a/app/javascript/dashboard/components-next/Contacts/ContactsForm/ContactsForm.vue b/app/javascript/dashboard/components-next/Contacts/ContactsForm/ContactsForm.vue index 3dc29738e..66296257f 100644 --- a/app/javascript/dashboard/components-next/Contacts/ContactsForm/ContactsForm.vue +++ b/app/javascript/dashboard/components-next/Contacts/ContactsForm/ContactsForm.vue @@ -44,6 +44,7 @@ const SOCIAL_CONFIG = { LINKEDIN: 'i-ri-linkedin-box-fill', FACEBOOK: 'i-ri-facebook-circle-fill', INSTAGRAM: 'i-ri-instagram-line', + TELEGRAM: 'i-ri-telegram-fill', TIKTOK: 'i-ri-tiktok-fill', TWITTER: 'i-ri-twitter-x-fill', GITHUB: 'i-ri-github-fill', @@ -66,6 +67,7 @@ const defaultState = { facebook: '', github: '', instagram: '', + telegram: '', tiktok: '', linkedin: '', twitter: '', @@ -103,9 +105,13 @@ const prepareStateBasedOnProps = () => { countryCode = '', country = '', city = '', + socialTelegramUserName = '', socialProfiles = {}, } = additionalAttributes || {}; + const telegramUsername = + socialProfiles?.telegram || socialTelegramUserName || ''; + Object.assign(state, { id, name, @@ -119,7 +125,10 @@ const prepareStateBasedOnProps = () => { countryCode, country, city, - socialProfiles, + socialProfiles: { + ...socialProfiles, + telegram: telegramUsername, + }, }, }); }; diff --git a/app/javascript/dashboard/i18n/locale/en/contact.json b/app/javascript/dashboard/i18n/locale/en/contact.json index fe04e5848..0d9f79984 100644 --- a/app/javascript/dashboard/i18n/locale/en/contact.json +++ b/app/javascript/dashboard/i18n/locale/en/contact.json @@ -458,6 +458,9 @@ "INSTAGRAM": { "PLACEHOLDER": "Add Instagram" }, + "TELEGRAM": { + "PLACEHOLDER": "Add Telegram" + }, "TIKTOK": { "PLACEHOLDER": "Add TikTok" }, diff --git a/app/javascript/dashboard/i18n/locale/en/inboxMgmt.json b/app/javascript/dashboard/i18n/locale/en/inboxMgmt.json index f4f62764b..aaa8fd5bf 100644 --- a/app/javascript/dashboard/i18n/locale/en/inboxMgmt.json +++ b/app/javascript/dashboard/i18n/locale/en/inboxMgmt.json @@ -890,6 +890,20 @@ "CONFIRM": "Create new template", "CANCEL": "Go back" }, + "UTILITY_ANALYZER": { + "ACTION": "Check utility fit", + "HELPER_NOTE": "Check this message before submission to improve Utility fit. The system creates a dedicated CSAT template with buttons for reporting and submits it as Utility; Meta may still reclassify it as Marketing based on content.", + "RESULT_LABEL": "Meta category prediction", + "GUIDANCE_NOTE": "This is a guidance check, not a guarantee of Meta approval.", + "SUGGESTION_LABEL": "Suggested utility-safe rewrite", + "APPLY": "Use this rewrite", + "ERROR_MESSAGE": "Couldn't analyze the message. Please try again.", + "CLASSIFICATION": { + "LIKELY_UTILITY": "Likely Utility", + "LIKELY_MARKETING": "Likely Marketing", + "UNCLEAR": "Needs clarification" + } + }, "SURVEY_RULE": { "LABEL": "Survey rule", "DESCRIPTION_PREFIX": "Send the survey if the conversation", @@ -901,7 +915,7 @@ "SELECT_PLACEHOLDER": "select labels" }, "NOTE": "Note: CSAT surveys are sent only once per conversation", - "WHATSAPP_NOTE": "Note: We will create a template and send it for WhatsApp approval. After being approved, surveys will be sent only once per conversation as per the survey rule.", + "WHATSAPP_NOTE": "Note: When you save, the system creates a dedicated CSAT template in WhatsApp (used to capture rating and feedback in reports) and submits it as Utility for approval. Meta may still classify it as Marketing based on content. After approval, surveys are sent only once per conversation as per the survey rule.", "API": { "SUCCESS_MESSAGE": "CSAT settings updated successfully", "ERROR_MESSAGE": "We couldn't update CSAT settings. Please try again later." diff --git a/app/javascript/dashboard/routes/dashboard/conversation/contact/ContactForm.vue b/app/javascript/dashboard/routes/dashboard/conversation/contact/ContactForm.vue index 77d4b9773..d8479c4f2 100644 --- a/app/javascript/dashboard/routes/dashboard/conversation/contact/ContactForm.vue +++ b/app/javascript/dashboard/routes/dashboard/conversation/contact/ContactForm.vue @@ -58,12 +58,14 @@ export default { twitter: '', linkedin: '', github: '', + telegram: '', }, socialProfileKeys: [ { key: 'facebook', prefixURL: 'https://facebook.com/' }, { key: 'twitter', prefixURL: 'https://twitter.com/' }, { key: 'linkedin', prefixURL: 'https://linkedin.com/' }, { key: 'github', prefixURL: 'https://github.com/' }, + { key: 'telegram', prefixURL: 'https://t.me/' }, { key: 'tiktok', prefixURL: 'https://tiktok.com/@' }, ], }; @@ -175,12 +177,14 @@ export default { const { social_profiles: socialProfiles = {}, screen_name: twitterScreenName, + social_telegram_user_name: telegramUserName, } = additionalAttributes; this.socialProfileUserNames = { twitter: socialProfiles.twitter || twitterScreenName || '', facebook: socialProfiles.facebook || '', linkedin: socialProfiles.linkedin || '', github: socialProfiles.github || '', + telegram: socialProfiles.telegram || telegramUserName || '', instagram: socialProfiles.instagram || '', tiktok: socialProfiles.tiktok || '', }; diff --git a/app/javascript/dashboard/routes/dashboard/conversation/contact/ContactInfo.vue b/app/javascript/dashboard/routes/dashboard/conversation/contact/ContactInfo.vue index 7392bea78..3899d1ddf 100644 --- a/app/javascript/dashboard/routes/dashboard/conversation/contact/ContactInfo.vue +++ b/app/javascript/dashboard/routes/dashboard/conversation/contact/ContactInfo.vue @@ -81,10 +81,14 @@ export default { screen_name: twitterScreenName, social_telegram_user_name: telegramUsername, } = this.additionalAttributes; + + const telegram = socialProfiles?.telegram || telegramUsername || ''; + const twitter = socialProfiles?.twitter || twitterScreenName || ''; + return { - twitter: twitterScreenName, - telegram: telegramUsername, ...(socialProfiles || {}), + twitter, + telegram, }; }, // Delete Modal diff --git a/app/javascript/dashboard/routes/dashboard/settings/inbox/SmtpSettings.vue b/app/javascript/dashboard/routes/dashboard/settings/inbox/SmtpSettings.vue index 575e0e5d2..e8bc723c2 100644 --- a/app/javascript/dashboard/routes/dashboard/settings/inbox/SmtpSettings.vue +++ b/app/javascript/dashboard/routes/dashboard/settings/inbox/SmtpSettings.vue @@ -147,7 +147,9 @@ export default { await this.$store.dispatch('inboxes/updateInboxSMTP', payload); useAlert(this.$t('INBOX_MGMT.SMTP.EDIT.SUCCESS_MESSAGE')); } catch (error) { - useAlert(this.$t('INBOX_MGMT.SMTP.EDIT.ERROR_MESSAGE')); + useAlert( + error.message || this.$t('INBOX_MGMT.SMTP.EDIT.ERROR_MESSAGE') + ); } }, }, diff --git a/app/javascript/dashboard/routes/dashboard/settings/inbox/settingsPage/CustomerSatisfactionPage.vue b/app/javascript/dashboard/routes/dashboard/settings/inbox/settingsPage/CustomerSatisfactionPage.vue index 03cb6dada..dc247da6f 100644 --- a/app/javascript/dashboard/routes/dashboard/settings/inbox/settingsPage/CustomerSatisfactionPage.vue +++ b/app/javascript/dashboard/routes/dashboard/settings/inbox/settingsPage/CustomerSatisfactionPage.vue @@ -4,6 +4,7 @@ import { useI18n } from 'vue-i18n'; import { useAlert } from 'dashboard/composables'; import { useStore, useMapGetter } from 'dashboard/composables/store'; import { useInbox } from 'dashboard/composables/useInbox'; +import { useCaptain } from 'dashboard/composables/useCaptain'; import { CSAT_DISPLAY_TYPES } from 'shared/constants/messages'; import Icon from 'dashboard/components-next/icon/Icon.vue'; @@ -26,6 +27,7 @@ const props = defineProps({ const { t } = useI18n(); const store = useStore(); const labels = useMapGetter('labels/getLabels'); +const { captainEnabled } = useCaptain(); const { isAWhatsAppChannel, isATwilioWhatsAppChannel } = useInbox( props.inbox?.id @@ -37,6 +39,8 @@ const isAnyWhatsAppChannel = computed( ); const isUpdating = ref(false); +const utilityAnalysisLoading = ref(false); +const utilityAnalysisResult = ref(null); const selectedLabelValues = ref([]); const currentLabel = ref(''); @@ -46,7 +50,7 @@ const state = reactive({ message: '', templateButtonText: 'Please rate us', surveyRuleOperator: 'contains', - templateLanguage: '', + templateLanguage: 'en', }); const templateStatus = ref(null); @@ -89,6 +93,9 @@ const messagePreviewData = computed(() => ({ const shouldShowTemplateStatus = computed( () => templateStatus.value && !templateLoading.value ); +const showUtilityAnalyzer = computed( + () => isAnyWhatsAppChannel.value && captainEnabled.value +); const templateApprovalStatus = computed(() => { const statusMap = { @@ -218,6 +225,85 @@ const updateDisplayType = type => { state.displayType = type; }; +const resetUtilityAnalysis = () => { + utilityAnalysisResult.value = null; +}; + +const analyzeTemplateUtility = async () => { + if (!showUtilityAnalyzer.value || !state.message?.trim()) return; + + utilityAnalysisLoading.value = true; + resetUtilityAnalysis(); + + try { + const response = await store.dispatch( + 'inboxes/analyzeCSATTemplateUtility', + { + inboxId: props.inbox.id, + template: { + message: state.message, + button_text: state.templateButtonText, + language: state.templateLanguage, + }, + } + ); + utilityAnalysisResult.value = response; + } catch (error) { + const errorMessage = + error.response?.data?.error || + t('INBOX_MGMT.CSAT.UTILITY_ANALYZER.ERROR_MESSAGE'); + useAlert(errorMessage); + } finally { + utilityAnalysisLoading.value = false; + } +}; + +const applyUtilitySuggestion = () => { + const suggestion = utilityAnalysisResult.value?.optimized_message; + if (!suggestion) return; + + state.message = suggestion; + resetUtilityAnalysis(); +}; + +watch( + () => [state.message, state.templateButtonText, state.templateLanguage], + (newValues, oldValues) => { + if (!oldValues || !utilityAnalysisResult.value) { + return; + } + + const changed = newValues.some( + (value, index) => value !== oldValues[index] + ); + if (changed) { + resetUtilityAnalysis(); + } + } +); + +const getUtilityClassificationLabel = classification => { + if (classification === 'LIKELY_UTILITY') { + return t('INBOX_MGMT.CSAT.UTILITY_ANALYZER.CLASSIFICATION.LIKELY_UTILITY'); + } + if (classification === 'LIKELY_MARKETING') { + return t( + 'INBOX_MGMT.CSAT.UTILITY_ANALYZER.CLASSIFICATION.LIKELY_MARKETING' + ); + } + return t('INBOX_MGMT.CSAT.UTILITY_ANALYZER.CLASSIFICATION.UNCLEAR'); +}; + +const getUtilityClassificationClass = classification => { + if (classification === 'LIKELY_UTILITY') { + return 'bg-n-teal-3 text-n-teal-11'; + } + if (classification === 'LIKELY_MARKETING') { + return 'bg-n-ruby-3 text-n-ruby-11'; + } + return 'bg-n-amber-3 text-n-amber-11'; +}; + const updateSurveyRuleOperator = operator => { state.surveyRuleOperator = operator; }; @@ -450,6 +536,70 @@ const handleConfirmTemplateUpdate = async () => { class="w-full" /> +
+ +

+ {{ $t('INBOX_MGMT.CSAT.UTILITY_ANALYZER.HELPER_NOTE') }} +

+
+ +
+
+ + {{ $t('INBOX_MGMT.CSAT.UTILITY_ANALYZER.RESULT_LABEL') }} + + + {{ + getUtilityClassificationLabel( + utilityAnalysisResult.classification + ) + }} + +
+

+ {{ $t('INBOX_MGMT.CSAT.UTILITY_ANALYZER.GUIDANCE_NOTE') }} +

+
+

+ {{ + $t('INBOX_MGMT.CSAT.UTILITY_ANALYZER.SUGGESTION_LABEL') + }} +

+

+ {{ utilityAnalysisResult.optimized_message }} +

+ +
+
{ + const response = await InboxesAPI.analyzeCSATTemplateUtility( + inboxId, + template + ); + return response.data; + }, }; export const mutations = { diff --git a/app/models/concerns/activity_message_handler.rb b/app/models/concerns/activity_message_handler.rb index c25aba47f..0300bd2d1 100644 --- a/app/models/concerns/activity_message_handler.rb +++ b/app/models/concerns/activity_message_handler.rb @@ -1,6 +1,7 @@ module ActivityMessageHandler extend ActiveSupport::Concern + include AssigneeActivityMessageHandler include PriorityActivityMessageHandler include LabelActivityMessageHandler include SlaActivityMessageHandler @@ -104,27 +105,6 @@ module ActivityMessageHandler content = I18n.t("conversations.activity.#{change_type}", user_name: Current.user.name) ::Conversations::ActivityMessageJob.perform_later(self, activity_message_params(content)) if content end - - def generate_assignee_change_activity_content(user_name) - params = { assignee_name: assignee&.name || '', user_name: user_name } - key = assignee_id ? 'assigned' : 'removed' - key = 'self_assigned' if self_assign? assignee_id - I18n.t("conversations.activity.assignee.#{key}", **params) - end - - def create_assignee_change_activity(user_name) - user_name = activity_message_owner(user_name) - - return unless user_name - - content = generate_assignee_change_activity_content(user_name) - ::Conversations::ActivityMessageJob.perform_later(self, activity_message_params(content)) if content - end - - def activity_message_owner(user_name) - user_name = I18n.t('automation.system_name') if !user_name && Current.executed_by.present? - user_name - end end ActivityMessageHandler.prepend_mod_with('ActivityMessageHandler') diff --git a/app/models/concerns/assignee_activity_message_handler.rb b/app/models/concerns/assignee_activity_message_handler.rb new file mode 100644 index 000000000..ff5516ec9 --- /dev/null +++ b/app/models/concerns/assignee_activity_message_handler.rb @@ -0,0 +1,35 @@ +module AssigneeActivityMessageHandler + extend ActiveSupport::Concern + + private + + def create_assignee_change_activity(user_name) + user_name = activity_message_owner(user_name) + + return unless user_name + + content = generate_assignee_change_activity_content(user_name) + ::Conversations::ActivityMessageJob.perform_later(self, activity_message_params(content)) if content + end + + def generate_assignee_change_activity_content(user_name) + params = { assignee_name: assignee&.name || '', user_name: user_name } + key = assignee_id ? 'assigned' : 'removed' + key = 'self_assigned' if self_assign? assignee_id + I18n.t("conversations.activity.assignee.#{key}", **params) + end + + def activity_message_owner(user_name) + if !user_name && Current.executed_by.present? + user_name = case Current.executed_by + when AssignmentPolicy + I18n.t('auto_assignment.policy_actor', policy_name: Current.executed_by.name) + when Inbox + I18n.t('auto_assignment.default_policy_name') + else + I18n.t('automation.system_name') + end + end + user_name + end +end diff --git a/app/models/concerns/message_filter_helpers.rb b/app/models/concerns/message_filter_helpers.rb index 38124f347..39ee71089 100644 --- a/app/models/concerns/message_filter_helpers.rb +++ b/app/models/concerns/message_filter_helpers.rb @@ -14,7 +14,7 @@ module MessageFilterHelpers end def notifiable? - incoming? || outgoing? + (incoming? || outgoing?) && !private? end def conversation_transcriptable? diff --git a/app/services/auto_assignment/assignment_service.rb b/app/services/auto_assignment/assignment_service.rb index 89eff9d1c..e27f1e829 100644 --- a/app/services/auto_assignment/assignment_service.rb +++ b/app/services/auto_assignment/assignment_service.rb @@ -72,13 +72,17 @@ class AutoAssignment::AssignmentService end def assign_conversation(conversation, agent) + Current.executed_by = inbox.assignment_policy || inbox conversation.update!(assignee: agent) + Current.executed_by = nil rate_limiter = build_rate_limiter(agent) rate_limiter.track_assignment(conversation) dispatch_assignment_event(conversation, agent) true + ensure + Current.executed_by = nil end def dispatch_assignment_event(conversation, agent) diff --git a/app/services/auto_assignment/rate_limiter.rb b/app/services/auto_assignment/rate_limiter.rb index da8daac9c..b46148526 100644 --- a/app/services/auto_assignment/rate_limiter.rb +++ b/app/services/auto_assignment/rate_limiter.rb @@ -2,8 +2,6 @@ class AutoAssignment::RateLimiter pattr_initialize [:inbox!, :agent!] def within_limit? - return true unless enabled? - current_count < limit end @@ -13,24 +11,18 @@ class AutoAssignment::RateLimiter end def current_count - return 0 unless enabled? - pattern = assignment_key_pattern Redis::Alfred.keys_count(pattern) end private - def enabled? - config.present? && limit.positive? - end - def limit - config&.fair_distribution_limit.present? ? config.fair_distribution_limit.to_i : Float::INFINITY + config&.fair_distribution_limit.present? ? config.fair_distribution_limit.to_i : 5 end def window - config&.fair_distribution_window&.to_i || 24.hours.to_i + config&.fair_distribution_window&.to_i || 5.minutes.to_i end def config diff --git a/app/services/csat_template_management_service.rb b/app/services/csat_template_management_service.rb index 064804082..e83b3413a 100644 --- a/app/services/csat_template_management_service.rb +++ b/app/services/csat_template_management_service.rb @@ -110,6 +110,7 @@ class CsatTemplateManagementService template_service = Twilio::CsatTemplateService.new(@inbox.channel) status_result = template_service.get_template_status(content_sid) + return { template_exists: false, error: 'Template not found' } unless status_result.is_a?(Hash) if status_result[:success] { @@ -130,6 +131,7 @@ class CsatTemplateManagementService def get_whatsapp_template_status(template) template_name = template['name'] || CsatTemplateNameService.csat_template_name(@inbox.id) status_result = Whatsapp::CsatTemplateService.new(@inbox.channel).get_template_status(template_name) + return { template_exists: false, error: 'Template not found' } unless status_result.is_a?(Hash) if status_result[:success] { diff --git a/app/services/csat_template_utility_analysis_service.rb b/app/services/csat_template_utility_analysis_service.rb new file mode 100644 index 000000000..b1b089b53 --- /dev/null +++ b/app/services/csat_template_utility_analysis_service.rb @@ -0,0 +1,86 @@ +class CsatTemplateUtilityAnalysisService + include CsatTemplateUtilityRubric + + pattr_initialize [:account!, :inbox!, :message!, { button_text: nil, language: 'en' }] + + def perform + baseline = rule_based_result + return baseline if baseline[:classification] == 'LIKELY_MARKETING' + + llm_result = llm_result_or_nil(baseline) + llm_result || baseline + end + + private + + def llm_result_or_nil(baseline) + llm_output = Captain::CsatUtilityAnalysisService.new( + account: account, + message: message, + button_text: button_text, + language: language, + baseline: baseline + ).perform + + return nil if llm_output[:error] + + normalize_llm_result(llm_output, baseline: baseline) + rescue StandardError => e + Rails.logger.error("CSAT utility LLM analysis failed for inbox #{inbox.id}: #{e.message}") + nil + end + + def normalize_llm_result(result, baseline:) + classification = normalized_classification(result[:classification], baseline: baseline) + optimized_message = result[:optimized_message].presence || baseline[:optimized_message] + optimized_message = baseline[:optimized_message] if baseline[:classification] == 'LIKELY_MARKETING' + + { + classification: classification, + optimized_message: optimized_message + } + end + + def normalized_classification(value, baseline:) + raw = value.to_s + return 'LIKELY_MARKETING' if baseline[:classification] == 'LIKELY_MARKETING' + + raw + end + + def rule_based_result + text = sanitized_message + marketing_hits_count = MARKETING_PATTERNS.count { |pattern| pattern.match?(text) } + utility_hits_count = UTILITY_PATTERNS.count { |pattern| pattern.match?(text) } + criteria = evaluate_criteria(text: text, marketing_hits_count: marketing_hits_count) + classification = classify(criteria: criteria, utility_hits_count: utility_hits_count) + build_rule_payload( + classification: classification + ) + end + + def build_rule_payload(payload) + { + classification: payload[:classification], + optimized_message: optimized_message_for(payload[:classification]) + } + end + + def sanitized_message + message.to_s.squish + end + + def classify(criteria:, utility_hits_count:) + return 'LIKELY_MARKETING' unless criteria[:marketing_prohibition] + return 'LIKELY_MARKETING' unless criteria[:prohibited_content] + return 'LIKELY_UTILITY' if criteria.values.all? && utility_hits_count >= 2 + + 'UNCLEAR' + end + + def optimized_message_for(classification) + return sanitized_message if classification == 'LIKELY_UTILITY' + + build_input_aware_utility_message + end +end diff --git a/app/services/csat_template_utility_rubric.rb b/app/services/csat_template_utility_rubric.rb new file mode 100644 index 000000000..0253a003a --- /dev/null +++ b/app/services/csat_template_utility_rubric.rb @@ -0,0 +1,125 @@ +# rubocop:disable Metrics/ModuleLength +module CsatTemplateUtilityRubric + LANGUAGE_FALLBACKS = { + 'en' => { + support_request: 'support request', + support_ticket: 'support ticket', + support_conversation: 'support conversation', + status_closed: 'closed', + status_resolved: 'resolved', + status_completed: 'completed', + line_status: 'Your %s has been %s.', + line_help: 'If you still need help, simply reply to this message.', + line_rate: 'To rate this support interaction, please use the button below.' + } + }.freeze + + MARKETING_PATTERNS = [ + /\b(discounts?|offers?|promos?|promotions?|deals?|sales?|buy|shop|subscribe)\b/i, + /\b(limited\s*time|don't\s*miss|exclusive|special\s*offer)\b/i, + /\b(click\s*(here|below)\s*to\s*(buy|get|shop))\b/i, + /\b(new\s*(plans?|products?|services?))\b/i + ].freeze + + TRANSACTION_TRIGGER_PATTERNS = [ + /\b(closed|closing|resolved|completed)\b/i, + /\b(ticket|request|case|conversation|support)\b/i + ].freeze + + TRANSACTIONAL_CONTENT_PATTERNS = [ + /\b(ticket|request|case|conversation)\b/i, + /\b(reply\s+to\s+this\s+message|if\s+you\s+still\s+need\s+help)\b/i, + /\b(rate|califica|calificar)\b/i + ].freeze + + PROHIBITED_CONTENT_PATTERNS = [ + /\b(contest|sweepstake|lottery|quiz)\b/i, + /\b(password|otp|pin|cvv|credit\s*card)\b/i, + /\b(weapon|drugs|gambling)\b/i + ].freeze + + STATUS_PATTERNS = { + 'closed' => /\b(closed|closing)\b/i, + 'resolved' => /\b(resolved|resolve[sd]?)\b/i, + 'completed' => /\b(completed|complete[sd]?)\b/i + }.freeze + + SUBJECT_PATTERNS = { + 'support ticket' => /\b(ticket)\b/i, + 'support conversation' => /\b(conversation|chat)\b/i, + 'support request' => /\b(request|case|support)\b/i + }.freeze + + UTILITY_PATTERNS = [ + /\b(support|ticket|request|conversation|case)\b/i, + /\b(closed|resolved|completed)\b/i, + /\b(reply\s+to\s+this\s+message\b)/i, + /\b(if\s+you\s+still\s+need\s+help)\b/i, + /\b(rate\s+this\s+(support|interaction|conversation))\b/i + ].freeze + + private + + def build_input_aware_utility_message + text = translation_pack + subject = detected_subject + status = detected_status + intro = extracted_intro_sentence + + parts = [] + parts << intro if intro.present? + parts << format(text[:line_status], subject: subject, status: status) + parts << text[:line_help] + parts << text[:line_rate] + parts.join(' ') + end + + def detected_status + matched = STATUS_PATTERNS.find { |_key, pattern| pattern.match?(sanitized_message) } + status_key = matched&.first || 'closed' + translation_pack[:"status_#{status_key}"] + end + + def detected_subject + matched = SUBJECT_PATTERNS.find { |_key, pattern| pattern.match?(sanitized_message) } + subject_key = matched&.first&.tr(' ', '_') || 'support_request' + translation_pack[subject_key.to_sym] + end + + def extracted_intro_sentence + first_sentence = sanitized_message.split(/(?<=[.!?])\s+/).first.to_s + return nil if first_sentence.blank? + return nil if MARKETING_PATTERNS.any? { |pattern| pattern.match?(first_sentence) } + return nil unless first_sentence.match?(/\b(thanks|thank you|hello|hi)\b/i) + + normalized = first_sentence.gsub(/\s+/, ' ').strip + normalized.ends_with?('.', '!', '?') ? normalized : "#{normalized}." + end + + def translation_pack + LANGUAGE_FALLBACKS.fetch(primary_language_code, LANGUAGE_FALLBACKS['en']) + end + + def primary_language_code + language.to_s.downcase.split(/[-_]/).first + end + + def evaluate_criteria(text:, marketing_hits_count:) + { + trigger: TRANSACTION_TRIGGER_PATTERNS.any? { |pattern| pattern.match?(text) }, + transactional_content: TRANSACTIONAL_CONTENT_PATTERNS.count { |pattern| pattern.match?(text) } >= 2, + marketing_prohibition: marketing_hits_count.zero?, + prohibited_content: PROHIBITED_CONTENT_PATTERNS.none? { |pattern| pattern.match?(text) }, + clarity_and_utility: clear_utility_intent?(text) + } + end + + def clear_utility_intent?(text) + has_support_context = text.match?(/\b(support|ticket|request|case|conversation)\b/i) + has_actionable_next_step = text.match?(/\b(reply\s+to\s+this\s+message)\b/i) || + text.match?(/\b(if\s+you\s+still\s+need\s+help)\b/i) || + text.match?(/\b(rate\s+this\s+(support|interaction|conversation))\b/i) + has_support_context && has_actionable_next_step + end +end +# rubocop:enable Metrics/ModuleLength diff --git a/app/services/whatsapp/csat_template_service.rb b/app/services/whatsapp/csat_template_service.rb index 9bdbef8ca..9dc057a10 100644 --- a/app/services/whatsapp/csat_template_service.rb +++ b/app/services/whatsapp/csat_template_service.rb @@ -2,7 +2,7 @@ class Whatsapp::CsatTemplateService DEFAULT_BUTTON_TEXT = 'Please rate us'.freeze DEFAULT_LANGUAGE = 'en'.freeze WHATSAPP_API_VERSION = 'v14.0'.freeze - TEMPLATE_CATEGORY = 'MARKETING'.freeze + TEMPLATE_CATEGORY = 'UTILITY'.freeze TEMPLATE_STATUS_PENDING = 'PENDING'.freeze def initialize(whatsapp_channel) diff --git a/config/locales/en.yml b/config/locales/en.yml index a058d28c7..9cab941c2 100644 --- a/config/locales/en.yml +++ b/config/locales/en.yml @@ -108,6 +108,11 @@ en: host_unreachable_error: Host unreachable, Please check the IMAP address, IMAP port and try again. connection_timed_out_error: Connection timed out for %{address}:%{port} connection_closed_error: Connection closed. + smtp: + authentication_error: SMTP authentication failed. Please verify your login credentials. + connection_error: Could not connect to SMTP server. Please check the server address and port. + ssl_error: SSL/TLS error. Please verify your encryption settings. + smtp_error: SMTP server error. Please check your configuration and try again. validations: name: should not start or end with symbols, and it should not have < > / \ @ characters. custom_filters: @@ -433,6 +438,9 @@ en: seconds: one: '%{count} second' other: '%{count} seconds' + auto_assignment: + default_policy_name: 'Default Policy' + policy_actor: 'Automation System via %{policy_name}' automation: system_name: 'Automation System' crm: diff --git a/config/routes.rb b/config/routes.rb index 38c93b91e..1efd9f526 100644 --- a/config/routes.rb +++ b/config/routes.rb @@ -224,7 +224,9 @@ Rails.application.routes.draw do end end - resource :csat_template, only: [:show, :create], controller: 'inbox_csat_templates' + resource :csat_template, only: [:show, :create], controller: 'inbox_csat_templates' do + post :analyze, on: :collection + end end resources :inbox_members, only: [:create, :show], param: :inbox_id do diff --git a/lib/captain/csat_utility_analysis_service.rb b/lib/captain/csat_utility_analysis_service.rb new file mode 100644 index 000000000..e04a98a7f --- /dev/null +++ b/lib/captain/csat_utility_analysis_service.rb @@ -0,0 +1,66 @@ +class Captain::CsatUtilityAnalysisService < Captain::BaseTaskService + pattr_initialize [:account!, :message!, { button_text: nil, language: 'en', baseline: {} }] + + def perform + api_response = make_api_call( + model: GPT_MODEL, + messages: [ + { role: 'system', content: system_prompt }, + { role: 'user', content: message } + ] + ) + + return api_response if api_response[:error] + + build_result(api_response[:message]) + end + + private + + def build_result(response_message) + parsed = parse_json_response(response_message) + return { error: 'Invalid LLM response format' } if parsed.blank? + + core_result(parsed).merge(message: response_message) + end + + def core_result(parsed) + { + classification: normalize_classification(parsed['classification']), + optimized_message: parsed['optimized_message'].presence || baseline[:optimized_message] + } + end + + def system_prompt + template = prompt_from_file('csat_utility_analysis') + Liquid::Template.parse(template).render(prompt_variables) + end + + def prompt_variables + { + 'message' => message.to_s, + 'button_text' => button_text.to_s, + 'language' => language.to_s, + 'baseline_classification' => baseline[:classification].to_s + } + end + + def parse_json_response(content) + raw = content.to_s.strip + json = raw.match(/```json\s*(.*?)\s*```/m)&.captures&.first || raw + JSON.parse(json) + rescue JSON::ParserError + nil + end + + def normalize_classification(value) + normalized = value.to_s.upcase + return normalized if %w[LIKELY_UTILITY LIKELY_MARKETING UNCLEAR].include?(normalized) + + baseline[:classification].presence || 'UNCLEAR' + end + + def event_name + 'csat_utility_analysis' + end +end diff --git a/lib/integrations/openai/openai_prompts/csat_utility_analysis.liquid b/lib/integrations/openai/openai_prompts/csat_utility_analysis.liquid new file mode 100644 index 000000000..a4638241e --- /dev/null +++ b/lib/integrations/openai/openai_prompts/csat_utility_analysis.liquid @@ -0,0 +1,27 @@ +You are a WhatsApp template compliance assistant. +Your task is to evaluate whether a CSAT template message is likely to be approved as UTILITY vs MARKETING under Meta policy. + +Rules: +1. Prefer UTILITY only when the message is tied to an existing support or transactional event. +2. Avoid promotional language, upsell, cross-sell, offers, discounts, or purchase intent. +3. Keep the rewritten message concise, explicit, and purely transactional. +4. Do not invent product offers or marketing phrases. + +Input: +- Message: {{ message }} +- Button text: {{ button_text }} +- Language code: {{ language }} + +Baseline heuristic: +- Classification: {{ baseline_classification }} + +Return ONLY valid JSON with this shape (example): +{ + "classification": "LIKELY_UTILITY", + "optimized_message": "rewritten utility-safe message" +} + +Allowed values for "classification": "LIKELY_UTILITY", "LIKELY_MARKETING", or "UNCLEAR". + +Important: +- Write `optimized_message` in the same language as `Language code`. diff --git a/spec/controllers/api/v1/accounts/inbox_csat_templates_controller_spec.rb b/spec/controllers/api/v1/accounts/inbox_csat_templates_controller_spec.rb index d577c1b5d..ea23319fe 100644 --- a/spec/controllers/api/v1/accounts/inbox_csat_templates_controller_spec.rb +++ b/spec/controllers/api/v1/accounts/inbox_csat_templates_controller_spec.rb @@ -10,10 +10,12 @@ RSpec.describe Api::V1::Accounts::InboxCsatTemplatesController, type: :request d let(:whatsapp_inbox) { create(:inbox, channel: whatsapp_channel, account: account) } let(:web_widget_inbox) { create(:inbox, account: account) } let(:mock_service) { instance_double(Whatsapp::CsatTemplateService) } + let(:analysis_service) { instance_double(CsatTemplateUtilityAnalysisService) } before do create(:inbox_member, user: agent, inbox: whatsapp_inbox) allow(Whatsapp::CsatTemplateService).to receive(:new).and_return(mock_service) + allow(CsatTemplateUtilityAnalysisService).to receive(:new).and_return(analysis_service) end describe 'GET /api/v1/accounts/{account.id}/inboxes/{inbox.id}/csat_template' do @@ -380,4 +382,93 @@ RSpec.describe Api::V1::Accounts::InboxCsatTemplatesController, type: :request d end end end + + describe 'POST /api/v1/accounts/{account.id}/inboxes/{inbox.id}/csat_template/analyze' do + let(:valid_template_params) do + { + template: { + message: 'How would you rate your experience?', + button_text: 'Rate Us', + language: 'en' + } + } + end + + context 'when captain_integration feature is disabled' do + before do + account.disable_features!('captain_integration') + end + + it 'returns forbidden' do + post "/api/v1/accounts/#{account.id}/inboxes/#{whatsapp_inbox.id}/csat_template/analyze", + headers: admin.create_new_auth_token, + params: valid_template_params, + as: :json + + expect(response).to have_http_status(:forbidden) + expect(response.parsed_body['error']).to eq('Captain is required for template analysis') + end + end + + context 'when captain_integration feature is enabled' do + before do + account.enable_features!('captain_integration') + account.reload + end + + it 'returns analysis response' do + allow(analysis_service).to receive(:perform).and_return({ + classification: 'LIKELY_UTILITY', + optimized_message: 'Your support request has been closed.' + }) + + post "/api/v1/accounts/#{account.id}/inboxes/#{whatsapp_inbox.id}/csat_template/analyze", + headers: admin.create_new_auth_token, + params: valid_template_params, + as: :json + + expect(response).to have_http_status(:success) + response_data = response.parsed_body + expect(response_data['classification']).to eq('LIKELY_UTILITY') + expect(response_data['optimized_message']).to eq('Your support request has been closed.') + end + + it 'returns error when message is missing' do + invalid_params = { template: { button_text: 'Rate Us', language: 'en' } } + + post "/api/v1/accounts/#{account.id}/inboxes/#{whatsapp_inbox.id}/csat_template/analyze", + headers: admin.create_new_auth_token, + params: invalid_params, + as: :json + + expect(response).to have_http_status(:unprocessable_entity) + expect(response.parsed_body['error']).to eq('Message is required') + end + + it 'returns unauthorized when agent is not assigned to inbox' do + other_agent = create(:user, account: account, role: :agent) + + post "/api/v1/accounts/#{account.id}/inboxes/#{whatsapp_inbox.id}/csat_template/analyze", + headers: other_agent.create_new_auth_token, + params: valid_template_params, + as: :json + + expect(response).to have_http_status(:unauthorized) + end + + it 'allows access when agent is assigned to inbox' do + allow(analysis_service).to receive(:perform).and_return({ + classification: 'LIKELY_UTILITY', + optimized_message: 'Your support request has been closed.' + }) + + post "/api/v1/accounts/#{account.id}/inboxes/#{whatsapp_inbox.id}/csat_template/analyze", + headers: agent.create_new_auth_token, + params: valid_template_params, + as: :json + + expect(response).to have_http_status(:success) + end + end + end end diff --git a/spec/controllers/api/v1/accounts/inboxes_controller_spec.rb b/spec/controllers/api/v1/accounts/inboxes_controller_spec.rb index fafd6788e..b93ca8ecf 100644 --- a/spec/controllers/api/v1/accounts/inboxes_controller_spec.rb +++ b/spec/controllers/api/v1/accounts/inboxes_controller_spec.rb @@ -631,6 +631,7 @@ RSpec.describe 'Inboxes API', type: :request do it 'updates smtp configuration with starttls encryption' do smtp_connection = double + allow(smtp_connection).to receive(:open_timeout=).and_return(10) allow(smtp_connection).to receive(:start).and_return(true) allow(smtp_connection).to receive(:finish).and_return(true) allow(smtp_connection).to receive(:respond_to?).and_return(true) @@ -661,6 +662,7 @@ RSpec.describe 'Inboxes API', type: :request do it 'updates smtp configuration with ssl/tls encryption' do smtp_connection = double + allow(smtp_connection).to receive(:open_timeout=).and_return(10) allow(smtp_connection).to receive(:start).and_return(true) allow(smtp_connection).to receive(:finish).and_return(true) allow(smtp_connection).to receive(:respond_to?).and_return(true) @@ -691,6 +693,7 @@ RSpec.describe 'Inboxes API', type: :request do it 'updates smtp configuration with authentication mechanism' do smtp_connection = double + allow(smtp_connection).to receive(:open_timeout=).and_return(10) allow(smtp_connection).to receive(:start).and_return(true) allow(smtp_connection).to receive(:finish).and_return(true) allow(smtp_connection).to receive(:respond_to?).and_return(true) diff --git a/spec/enterprise/services/enterprise/billing/topup_checkout_service_spec.rb b/spec/enterprise/services/enterprise/billing/topup_checkout_service_spec.rb index 8a64e6fd2..24c7889de 100644 --- a/spec/enterprise/services/enterprise/billing/topup_checkout_service_spec.rb +++ b/spec/enterprise/services/enterprise/billing/topup_checkout_service_spec.rb @@ -44,17 +44,19 @@ describe Enterprise::Billing::TopupCheckoutService do end it 'raises error for invalid credits' do - expect do - service.create_checkout_session(credits: 500) - end.to raise_error(Enterprise::Billing::TopupCheckoutService::Error) + expect { service.create_checkout_session(credits: 500) }.to raise_error do |error| + expect(error.class.name).to eq('Enterprise::Billing::TopupCheckoutService::Error') + expect(error.message).to eq(I18n.t('errors.topup.invalid_option')) + end end it 'raises error when account is on free plan' do account.update!(custom_attributes: { plan_name: 'Hacker', stripe_customer_id: stripe_customer_id }) - expect do - service.create_checkout_session(credits: 1000) - end.to raise_error(Enterprise::Billing::TopupCheckoutService::Error) + expect { service.create_checkout_session(credits: 1000) }.to raise_error do |error| + expect(error.class.name).to eq('Enterprise::Billing::TopupCheckoutService::Error') + expect(error.message).to eq(I18n.t('errors.topup.plan_not_eligible')) + end end end end diff --git a/spec/lib/captain/csat_utility_analysis_service_spec.rb b/spec/lib/captain/csat_utility_analysis_service_spec.rb new file mode 100644 index 000000000..e4e980e01 --- /dev/null +++ b/spec/lib/captain/csat_utility_analysis_service_spec.rb @@ -0,0 +1,24 @@ +require 'rails_helper' + +RSpec.describe Captain::CsatUtilityAnalysisService do + let(:account) { create(:account) } + let(:service) { described_class.new(account: account, message: 'Test message', language: 'en', baseline: {}) } + + describe '#perform' do + before do + allow(account).to receive(:feature_enabled?).and_call_original + allow(account).to receive(:feature_enabled?).with('captain_tasks').and_return(true) + allow(service).to receive(:make_api_call).and_return({ + message: '{"classification":"LIKELY_UTILITY","optimized_message":"Utility-safe message"}' + }) + end + + it 'returns parsed payload and preserves raw message for usage metering' do + result = service.perform + + expect(result[:classification]).to eq('LIKELY_UTILITY') + expect(result[:optimized_message]).to eq('Utility-safe message') + expect(result[:message]).to eq('{"classification":"LIKELY_UTILITY","optimized_message":"Utility-safe message"}') + end + end +end diff --git a/spec/listeners/notification_listener_spec.rb b/spec/listeners/notification_listener_spec.rb index 76e458b8e..048339ca5 100644 --- a/spec/listeners/notification_listener_spec.rb +++ b/spec/listeners/notification_listener_spec.rb @@ -142,7 +142,24 @@ describe NotificationListener do expect(first_agent.notifications.first.notification_type).to eq('conversation_mention') end - it 'will not create duplicate new message notifications for assignment & participation' do + it 'will create a mention notification when a user is mentioned in a private note' do + create(:inbox_member, user: first_agent, inbox: inbox) + + message = build( + :message, + conversation: conversation, + account: account, + content: "hey [#{first_agent.name}](mention://user/#{first_agent.id}/#{first_agent.name})", + private: true + ) + event = Events::Base.new(event_name, Time.zone.now, message: message) + listener.message_created(event) + + expect(first_agent.notifications.count).to eq(1) + expect(first_agent.notifications.first.notification_type).to eq('conversation_mention') + end + + it 'will not create new message notifications for private messages without mentions' do create(:inbox_member, user: first_agent, inbox: inbox) conversation.update(assignee: first_agent) # participants is created by async job. so creating it directly for testcase @@ -160,8 +177,7 @@ describe NotificationListener do listener.message_created(event) expect(conversation.conversation_participants.map(&:user)).to include(first_agent) - expect(first_agent.notifications.count).to eq(1) - expect(first_agent.notifications.first.notification_type).to eq('assigned_conversation_new_message') + expect(first_agent.notifications.count).to eq(0) end end diff --git a/spec/services/auto_assignment/rate_limiter_spec.rb b/spec/services/auto_assignment/rate_limiter_spec.rb index d5c3de047..59b145c87 100644 --- a/spec/services/auto_assignment/rate_limiter_spec.rb +++ b/spec/services/auto_assignment/rate_limiter_spec.rb @@ -61,7 +61,7 @@ RSpec.describe AutoAssignment::RateLimiter do it 'still tracks the assignment with default window' do expected_key = format(Redis::RedisKeys::ASSIGNMENT_KEY, inbox_id: inbox.id, agent_id: agent.id, conversation_id: conversation.id) - expect(Redis::Alfred).to receive(:set).with(expected_key, conversation.id.to_s, ex: 24.hours.to_i) + expect(Redis::Alfred).to receive(:set).with(expected_key, conversation.id.to_s, ex: 5.minutes.to_i) rate_limiter.track_assignment(conversation) end end @@ -154,12 +154,12 @@ RSpec.describe AutoAssignment::RateLimiter do allow(inbox).to receive(:assignment_policy).and_return(assignment_policy) end - it 'uses the default window value of 24 hours' do + it 'uses the default window value of 5 minutes' do expected_key = format(Redis::RedisKeys::ASSIGNMENT_KEY, inbox_id: inbox.id, agent_id: agent.id, conversation_id: conversation.id) expect(Redis::Alfred).to receive(:set).with( expected_key, conversation.id.to_s, - ex: 86_400 + ex: 5.minutes.to_i ) rate_limiter.track_assignment(conversation) end diff --git a/spec/services/csat_template_utility_analysis_service_spec.rb b/spec/services/csat_template_utility_analysis_service_spec.rb new file mode 100644 index 000000000..7f5521d4a --- /dev/null +++ b/spec/services/csat_template_utility_analysis_service_spec.rb @@ -0,0 +1,81 @@ +require 'rails_helper' + +RSpec.describe CsatTemplateUtilityAnalysisService do + let(:account) { build_stubbed(:account) } + let(:inbox) { build_stubbed(:inbox) } + let(:llm_service) { instance_double(Captain::CsatUtilityAnalysisService) } + + before do + allow(Captain::CsatUtilityAnalysisService).to receive(:new).and_return(llm_service) + allow(llm_service).to receive(:perform).and_return({ error: 'LLM unavailable' }) + end + + describe '#perform' do + context 'when message is utility-compatible' do + it 'returns likely utility classification and keeps original message' do + message = 'Your support request has been closed. If you still need help, reply to this message.' + result = described_class.new(account: account, inbox: inbox, message: message, language: 'en').perform + + expect(result[:classification]).to eq('LIKELY_UTILITY') + expect(result[:optimized_message]).to eq(message) + expect(result.keys).to contain_exactly(:classification, :optimized_message) + end + end + + context 'when message contains marketing intent' do + it 'returns likely marketing classification with utility-safe rewrite' do + message = 'Please rate us and check out our special offer with a discount.' + result = described_class.new(account: account, inbox: inbox, message: message, language: 'en').perform + + expect(result[:classification]).to eq('LIKELY_MARKETING') + expect(result[:optimized_message]).to include('support request') + expect(result[:optimized_message]).to include('reply to this message') + expect(result.keys).to contain_exactly(:classification, :optimized_message) + end + end + + context 'when language is non-English and fallback rewrite is used' do + it 'returns English rewrite content' do + message = 'Tu caso está cerrado. Califícanos y no te pierdas nuestra oferta.' + result = described_class.new(account: account, inbox: inbox, message: message, language: 'es').perform + + expect(result[:optimized_message]).to include('Your support request has been closed.') + expect(result[:optimized_message]).to include('If you still need help') + end + end + + context 'when llm returns inconsistent marketing classification' do + it 'keeps likely marketing classification' do + allow(llm_service).to receive(:perform).and_return({ + classification: 'LIKELY_MARKETING', + optimized_message: 'Your support request has been closed.' + }) + + message = "Your case is closed. Don't miss our limited-time premium offer. Rate us below." + result = described_class.new(account: account, inbox: inbox, message: message, language: 'en').perform + + expect(result[:classification]).to eq('LIKELY_MARKETING') + end + end + + context 'when rules classify as marketing' do + it 'short-circuits without calling llm' do + expect(llm_service).not_to receive(:perform) + + message = 'Your request is closed. Special offer: subscribe now and save.' + result = described_class.new(account: account, inbox: inbox, message: message, language: 'en').perform + + expect(result[:classification]).to eq('LIKELY_MARKETING') + end + end + + context 'when rules classify as marketing for plural promo terms' do + it 'keeps likely marketing classification from baseline rules' do + message = 'Thanks for contacting us. Rate us and check out our new plans with special discounts.' + result = described_class.new(account: account, inbox: inbox, message: message, language: 'en').perform + + expect(result[:classification]).to eq('LIKELY_MARKETING') + end + end + end +end diff --git a/spec/services/messages/new_message_notification_service_spec.rb b/spec/services/messages/new_message_notification_service_spec.rb index 51da1ad5a..c8e2b7b98 100644 --- a/spec/services/messages/new_message_notification_service_spec.rb +++ b/spec/services/messages/new_message_notification_service_spec.rb @@ -2,11 +2,17 @@ require 'rails_helper' describe Messages::NewMessageNotificationService do context 'when message is not notifiable' do - it 'will not create any notifications' do + it 'will not create any notifications for activity messages' do message = build(:message, message_type: :activity) expect(NotificationBuilder).not_to receive(:new) described_class.new(message: message).perform end + + it 'will not create any notifications for private messages' do + message = build(:message, message_type: :outgoing, private: true) + expect(NotificationBuilder).not_to receive(:new) + described_class.new(message: message).perform + end end context 'when message is notifiable' do diff --git a/spec/services/whatsapp/csat_template_service_spec.rb b/spec/services/whatsapp/csat_template_service_spec.rb index f21d87227..d7124529d 100644 --- a/spec/services/whatsapp/csat_template_service_spec.rb +++ b/spec/services/whatsapp/csat_template_service_spec.rb @@ -119,7 +119,7 @@ RSpec.describe Whatsapp::CsatTemplateService do expect(result).to eq({ name: expected_template_name, language: 'en', - category: 'MARKETING', + category: 'UTILITY', components: [ { type: 'BODY', @@ -169,7 +169,7 @@ RSpec.describe Whatsapp::CsatTemplateService do expected_body = { name: expected_template_name, language: 'en', - category: 'MARKETING', + category: 'UTILITY', components: [ { type: 'BODY',