chatwoot/lib/seeders/reports/assistant_conversation_creator.rb

# frozen_string_literal: true

require 'faker'
require 'active_support/testing/time_helpers'

# Seeds Captain assistant activity for the reports/overview test data.
#
# Produces a variety of assistant-handled conversations in a single web inbox so
# every Captain assistant overview metric (handled, auto-resolution, handoff,
# hours saved, reopen rate, conversation depth) has realistic data:
#   - :resolved_by_assistant  assistant answers and Captain auto-resolves
#   - :handled_by_both        assistant answers, a human also replies and resolves
#   - :handed_off             assistant answers, then hands off to a human
#   - :resolved_and_reopened  Captain resolves, then the conversation reopens
#
# Reporting events are fired through ReportingEventListener directly (mirroring
# ConversationCreator) so the same rows the builder reads from get populated.
class Seeders::Reports::AssistantConversationCreator
  include ActiveSupport::Testing::TimeHelpers

  OUTCOMES = %i[resolved_by_assistant handled_by_both handed_off resolved_and_reopened].freeze

  def initialize(account:, assistant:, inbox:, resources:)
    @account = account
    @assistant = assistant
    @inbox = inbox
    @contacts = resources[:contacts]
    @agents = inbox.members.to_a.presence || resources[:agents]
  end

  def create_conversation(created_at:, outcome:)
    conversation = nil

    travel_to(created_at) do
      conversation = build_conversation
      conversation.save!
      seed_dialogue(conversation, outcome)
    end
    travel_back

    apply_outcome(conversation, created_at, outcome)
    conversation
  end

  private

  def build_conversation
    contact = @contacts.sample
    contact_inbox = @inbox.contact_inboxes.find_or_create_by!(contact: contact, source_id: SecureRandom.hex)

    contact_inbox.conversations.create!(
      account: @account,
      inbox: @inbox,
      contact: contact,
      priority: [nil, 'high', 'medium', 'low'].sample
    )
  end

  # Builds the message exchange for the conversation while time is frozen at its
  # creation moment. Every outcome starts with a customer question and at least
  # one public assistant reply so the conversation lands in the assistant's
  # handled set; some outcomes add a human reply or a handoff.
  def seed_dialogue(conversation, outcome)
    customer_message = incoming_message(conversation)

    travel(rand((20.seconds)..(5.minutes)))
    assistant_reply(conversation, waiting_since: customer_message.created_at)

    case outcome
    when :handed_off then seed_handoff(conversation)
    when :handled_by_both then seed_human_turn(conversation)
    else seed_assistant_follow_up(conversation)
    end
  end

  def seed_handoff(conversation)
    travel(rand((1.minute)..(10.minutes)))
    handoff_to_human(conversation)
    travel(rand((1.minute)..(15.minutes)))
    human_reply(conversation)
  end

  def seed_human_turn(conversation)
    travel(rand((1.minute)..(15.minutes)))
    human_reply(conversation)
  end

  # Pure assistant threads occasionally take a second turn, giving depth > 1.
  def seed_assistant_follow_up(conversation)
    return unless rand < 0.6

    travel(rand((1.minute)..(10.minutes)))
    follow_up = incoming_message(conversation)
    travel(rand((20.seconds)..(5.minutes)))
    assistant_reply(conversation, waiting_since: follow_up.created_at)
  end

  def apply_outcome(conversation, created_at, outcome)
    resolved_at = created_at + rand((30.minutes)..(8.hours))

    case outcome
    when :resolved_by_assistant
      resolve_by_captain(conversation, resolved_at)
    when :handled_by_both
      resolve_by_human(conversation, resolved_at)
    when :handed_off
      resolve_by_human(conversation, resolved_at) if rand < 0.6
    when :resolved_and_reopened
      resolve_by_captain(conversation, resolved_at)
      reopen(conversation, resolved_at + rand((1.hour)..(24.hours)))
    end
  end

  def incoming_message(conversation)
    conversation.messages.create!(
      account: @account,
      inbox: @inbox,
      message_type: :incoming,
      content: Faker::Lorem.paragraph(sentence_count: rand(1..3)),
      sender: conversation.contact
    )
  end

  def assistant_reply(conversation, waiting_since:)
    message = conversation.messages.create!(
      account: @account,
      inbox: @inbox,
      message_type: :outgoing,
      private: false,
      content: Faker::Lorem.paragraph(sentence_count: rand(1..4)),
      sender: @assistant
    )
    trigger_reply_time(message, waiting_since)
    message
  end

  def human_reply(conversation)
    agent = @agents.sample
    conversation.update_column(:assignee_id, agent.id) if conversation.assignee_id.nil? # rubocop:disable Rails/SkipsModelValidations

    conversation.messages.create!(
      account: @account,
      inbox: @inbox,
      message_type: :outgoing,
      private: false,
      content: Faker::Lorem.paragraph(sentence_count: rand(1..4)),
      sender: agent
    )
  end

  def resolve_by_captain(conversation, resolved_at)
    mark_resolved(conversation, resolved_at)
    travel_to(resolved_at) do
      trigger_event('conversation_resolved', conversation)
      trigger_event('conversation_captain_inference_resolved', conversation)
    end
    travel_back
  end

  def resolve_by_human(conversation, resolved_at)
    mark_resolved(conversation, resolved_at)
    travel_to(resolved_at) do
      trigger_event('conversation_resolved', conversation)
    end
    travel_back
  end

  def reopen(conversation, reopened_at)
    # rubocop:disable Rails/SkipsModelValidations
    conversation.update_column(:status, :open)
    conversation.update_column(:updated_at, reopened_at)
    # rubocop:enable Rails/SkipsModelValidations

    travel_to(reopened_at) do
      trigger_event('conversation_opened', conversation)
    end
    travel_back
  end

  def handoff_to_human(conversation)
    trigger_event('conversation_captain_inference_handoff', conversation)
  end

  def mark_resolved(conversation, resolved_at)
    # rubocop:disable Rails/SkipsModelValidations
    conversation.update_column(:status, :resolved)
    conversation.update_column(:updated_at, resolved_at)
    # rubocop:enable Rails/SkipsModelValidations
  end

  def trigger_event(name, conversation)
    ReportingEventListener.instance.public_send(
      name, Events::Base.new(name, Time.current, { conversation: conversation })
    )
  end

  def trigger_reply_time(message, waiting_since)
    ReportingEventListener.instance.reply_created(
      Events::Base.new('reply_created', Time.current,
                       { message: message, conversation: message.conversation, waiting_since: waiting_since })
    )
  end
end