[Odie] Bring back direct escalation when user downvotes or provided enough information

[AllTerrainDeveloper]

Related to p1742588507341749-slack-C07D72S1135

Proposed Changes

We are bringing back direct escalation link and direct escalation when negatively rated, only in the case of user provided enough information. Remove the lingering code from the AB experiment.

Why are these changes being made?

There might be users that don't know they can ask to connect with human support

Testing Instructions

• Start a new conversation, ask for connect to a human.
• Check that Assistant replies asking you to provide more information.
• Check that there is no thumbs down or up.
• Provide enough information about your issue.
• Check that there is a link for direct escalation.

Pre-merge Checklist

• Has the general commit checklist been followed? (PCYsg-hS-p2)
• Have you written new tests for your changes?
• Have you tested the feature in Simple (P9HQHe-k8-p2), Atomic (P9HQHe-jW-p2), and self-hosted Jetpack sites (PCYsg-g6b-p2)?
• Have you checked for TypeScript, React or other console errors?
• Have you used memoizing on expensive computations? More info in Memoizing with create-selector and Using memoizing selectors and Our Approach to Data
• Have we added the "[Status] String Freeze" label as soon as any new strings were ready for translation (p4TIVU-5Jq-p2)?
  • For UI changes, have we tested the change in various languages (for example, ES, PT, FR, or DE)? The length of text and words vary significantly between languages.
• For changes affecting Jetpack: Have we added the "[Status] Needs Privacy Updates" label if this pull request changes what data or activity we track or use (p4TIVU-aUh-p2)?

[github-actions]

Calypso Live (direct link)

https://calypso.live?image=registry.a8c.com/calypso/app:build-138855

Jetpack Cloud live (direct link)

https://calypso.live?image=registry.a8c.com/calypso/app:build-138855&env=jetpack

Automattic for Agencies live (direct link)

https://calypso.live?image=registry.a8c.com/calypso/app:build-138855&env=a8c-for-agencies

[matticbot]

Here is how your PR affects size of JS and CSS bundles shipped to the user's browser:

Async-loaded Components (~518 bytes removed 📉 [gzipped])

Details

name                                       parsed_size           gzip_size
async-load-automattic-help-center-stepper      -1362 B  (-0.1%)     -518 B  (-0.2%)
async-load-automattic-help-center              -1362 B  (-0.2%)     -518 B  (-0.3%)

React components that are loaded lazily, when a certain part of UI is displayed for the first time.

Legend

What is parsed and gzip size?

Parsed Size: Uncompressed size of the JS and CSS files. This much code needs to be parsed and stored in memory.
Gzip Size: Compressed size of the JS and CSS files. This much data needs to be downloaded over network.

Generated by performance advisor bot at iscalypsofastyet.com.

[matticbot]

This PR modifies the release build for the following Calypso Apps:

For info about this notification, see here: PCYsg-OT6-p2

• help-center

To test WordPress.com changes, run install-plugin.sh $pluginSlug odie-show-direct-escalation-negative-rating-support on your sandbox.

[sirino]

I tested it, and it works as expected. I left a comment that I believe will be important to address. Please follow up on that.

[sirino]

Using categories is a smart way to work around current tagging in the WP.com chat assistant. I think this is ok to merge so that we improve the user experience asap. But we should follow this up with further improvements to make sure we don't break the frontend by changing category names. Could you create a follow-up task for this in Linear and aim to address it next week? As far as I can see, it will require a change to the assistant yaml first.

[AllTerrainDeveloper]

Yes, I agree, we should address this in ai-services