refactor: route assignment handoff through service

2026-07-06 21:56:12 -07:00
parent 1f35360ecb
commit ce178cd3fe
4 changed files with 82 additions and 28 deletions
@@ -34,8 +34,11 @@ class Api::V1::Accounts::Conversations::AssignmentsController < Api::V1::Account
  end

  def set_team
-    @team = Current.account.teams.find_by(id: params[:team_id])
-    @conversation.update!(team: @team)
+    @team = Conversations::AssignmentService.new(
+      conversation: @conversation,
+      team_id: params[:team_id]
+    ).perform
+
    render json: @team
  end

@@ -66,6 +66,7 @@ class Conversation < ApplicationRecord
  validates :inbox_id, presence: true
  validates :contact_id, presence: true
  before_validation :validate_additional_attributes
+  before_validation :reset_agent_bot_when_assignee_present
  validates :additional_attributes, jsonb_attributes_length: true
  validates :custom_attributes, jsonb_attributes_length: true
  validates :uuid, uniqueness: true
@@ -116,7 +117,6 @@ class Conversation < ApplicationRecord
  has_many :attachments, through: :messages
  has_many :reporting_events, dependent: :destroy_async

-  before_save :handle_agent_bot_takeover_by_assignee
  before_save :ensure_snooze_until_reset
  before_create :determine_conversation_status
  before_create :ensure_waiting_since
@@ -166,9 +166,18 @@ class Conversation < ApplicationRecord
  def bot_handoff!
    mark_bot_handoff
    save!
+    dispatch_bot_handoff
+  end
+
+  def dispatch_bot_handoff
    dispatcher_dispatch(CONVERSATION_BOT_HANDOFF)
  end

+  def mark_bot_handoff
+    self.waiting_since ||= Time.current
+    self.status = :open
+  end
+
  def unread_messages
    agent_last_seen_at.present? ? messages.created_since(agent_last_seen_at) : messages
  end
@@ -271,18 +280,12 @@ class Conversation < ApplicationRecord
    self.additional_attributes = {} unless additional_attributes.is_a?(Hash)
  end

-  def handle_agent_bot_takeover_by_assignee
-    return if assignee_id.blank? || assignee_agent_bot_id.blank?
+  def reset_agent_bot_when_assignee_present
+    return if assignee_id.blank?

-    mark_bot_handoff if pending?
    self.assignee_agent_bot_id = nil
  end

-  def mark_bot_handoff
-    self.waiting_since ||= Time.current
-    self.status = :open
-  end
-
  def determine_conversation_status
    self.status = :resolved and return if contact.blocked?

@@ -339,7 +342,6 @@ class Conversation < ApplicationRecord
      CONVERSATION_OPENED => -> { saved_change_to_status? && open? },
      CONVERSATION_RESOLVED => -> { saved_change_to_status? && resolved? },
      CONVERSATION_STATUS_CHANGED => -> { saved_change_to_status? },
-      CONVERSATION_BOT_HANDOFF => -> { agent_bot_takeover_by_assignee? },
      CONVERSATION_READ => -> { saved_change_to_contact_last_seen_at? },
      CONVERSATION_CONTACT_CHANGED => -> { saved_change_to_contact_id? }
    }.each do |event, condition|
@@ -347,13 +349,6 @@ class Conversation < ApplicationRecord
    end
  end

-  def agent_bot_takeover_by_assignee?
-    assignee_id.present? &&
-      saved_change_to_status?(from: 'pending', to: 'open') &&
-      saved_change_to_assignee_agent_bot_id? &&
-      assignee_agent_bot_id.blank?
-  end
-
  def dispatcher_dispatch(event_name, changed_attributes = nil)
    Rails.configuration.dispatcher.dispatch(event_name, Time.zone.now, conversation: self, notifiable_assignee_change: notifiable_assignee_change?,
                                                                       changed_attributes: changed_attributes,
@@ -41,7 +41,7 @@ class ActionService
  end

  def assign_agent(agent_ids = [])
-    return @conversation.update!(assignee_id: nil) if agent_ids[0] == 'nil'
+    return assign_conversation_agent(nil) if agent_ids[0] == 'nil'

    agent_ids = [last_responding_agent_id] if agent_ids[0] == 'last_responding_agent'
    return unless agent_belongs_to_inbox?(agent_ids)
@@ -49,7 +49,7 @@ class ActionService
    @agent = @account.users.find_by(id: agent_ids)
    return unless @agent.present? && @agent.confirmed?

-    @conversation.update!(assignee_id: @agent.id)
+    assign_conversation_agent(@agent.id)
  end

  def remove_label(labels)
@@ -62,21 +62,21 @@ class ActionService
  def assign_team(team_ids = [])
    # Keep nil/0 handling for existing automation and macro payloads.
    should_unassign = team_ids.blank? || %w[nil 0].include?(team_ids[0].to_s)
-    return @conversation.update!(team_id: nil) if should_unassign
+    return assign_conversation_team(nil) if should_unassign

    # check if team belongs to account only if team_id is present
    # if team_id is nil, then it means that the team is being unassigned
    return unless !team_ids[0].nil? && team_belongs_to_account?(team_ids)

-    @conversation.update!(team_id: team_ids[0])
+    assign_conversation_team(team_ids[0])
  end

  def remove_assigned_agent(_params)
-    @conversation.update!(assignee_id: nil)
+    assign_conversation_agent(nil)
  end

  def remove_assigned_team(_params)
-    @conversation.update!(team_id: nil)
+    assign_conversation_team(nil)
  end

  def send_email_transcript(emails)
@@ -99,6 +99,14 @@ class ActionService
    @conversation.messages.outgoing.where(sender_type: 'User', private: false).last&.sender_id
  end

+  def assign_conversation_agent(assignee_id)
+    Conversations::AssignmentService.new(conversation: @conversation, assignee_id: assignee_id).perform
+  end
+
+  def assign_conversation_team(team_id)
+    Conversations::AssignmentService.new(conversation: @conversation, team_id: team_id).perform
+  end
+
  def agent_belongs_to_inbox?(agent_ids)
    member_ids = @conversation.inbox.members.pluck(:user_id)
    assignable_agent_ids = member_ids + @account.administrators.ids
@@ -1,22 +1,33 @@
 class Conversations::AssignmentService
-  def initialize(conversation:, assignee_id:, assignee_type: nil)
+  TEAM_ID_UNSET = Object.new.freeze
+  private_constant :TEAM_ID_UNSET
+
+  def initialize(conversation:, assignee_id: nil, assignee_type: nil, team_id: TEAM_ID_UNSET)
    @conversation = conversation
    @assignee_id = assignee_id
    @assignee_type = assignee_type
+    @team_id = team_id
  end

  def perform
+    return assign_team if team_assignment?
+
    agent_bot_assignment? ? assign_agent_bot : assign_agent
  end

  private

-  attr_reader :conversation, :assignee_id, :assignee_type
+  attr_reader :conversation, :assignee_id, :assignee_type, :team_id

  def assign_agent
+    bot_handoff = bot_handoff_to_human?(assignee)
+
    conversation.assignee = assignee
-    conversation.assignee_agent_bot = nil if assignee.blank?
+    conversation.assignee_agent_bot = nil
+    conversation.mark_bot_handoff if bot_handoff
    conversation.save!
+    conversation.dispatch_bot_handoff if bot_handoff
+
    assignee
  end

@@ -30,6 +41,20 @@ class Conversations::AssignmentService
    agent_bot
  end

+  def assign_team
+    conversation.team = team
+    validate_current_assignee_team
+    conversation.assignee ||= find_assignee_from_team
+
+    bot_handoff = bot_handoff_to_human?(conversation.assignee)
+    conversation.assignee_agent_bot = nil if conversation.assignee.present?
+    conversation.mark_bot_handoff if bot_handoff
+    conversation.save!
+    conversation.dispatch_bot_handoff if bot_handoff
+
+    team
+  end
+
  def assignee
    @assignee ||= conversation.account.users.find_by(id: assignee_id)
  end
@@ -41,4 +66,27 @@ class Conversations::AssignmentService
  def agent_bot_assignment?
    assignee_type.to_s == 'AgentBot'
  end
+
+  def team_assignment?
+    team_id != TEAM_ID_UNSET
+  end
+
+  def team
+    @team ||= conversation.account.teams.find_by(id: team_id)
+  end
+
+  def validate_current_assignee_team
+    conversation.assignee = nil if team&.members&.exclude?(conversation.assignee)
+  end
+
+  def find_assignee_from_team
+    return if team&.allow_auto_assign.blank?
+
+    team_members_with_capacity = conversation.inbox.member_ids_with_assignment_capacity & team.members.ids
+    ::AutoAssignment::AgentAssignmentService.new(conversation: conversation, allowed_agent_ids: team_members_with_capacity).find_assignee
+  end
+
+  def bot_handoff_to_human?(assignee)
+    assignee.present? && conversation.assignee_agent_bot.present? && conversation.pending?
+  end
 end