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feat: 🎸 optimize crisp human handoff (#178)
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@OdapX
OdapX committed Oct 13, 2023
1 parent 44d1fb6 commit de04bdf
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Showing 2 changed files with 152 additions and 80 deletions.
1 change: 0 additions & 1 deletion apps/dashboard/pages/api/integrations/crisp/config-update.ts
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Original file line number Diff line number Diff line change
Expand Up @@ -23,7 +23,6 @@ export const updateCrispConfig = async (
res: NextApiResponse
) => {
const data = req.body as z.infer<typeof schema>;

// const websites = await getConnectedWebsites();

let metadata = {} as any;
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231 changes: 152 additions & 79 deletions apps/dashboard/pages/api/integrations/crisp/hooks.ts
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Original file line number Diff line number Diff line change
Expand Up @@ -31,6 +31,23 @@ CrispClient.authenticateTier(
// Set current RTM mode to Web Hooks
CrispClient.setRtmMode(Crisp.RTM_MODES.WebHooks);

enum AIStatus {
enabled = 'enabled',
disabled = 'disabled',
}

enum Action {
enable_ai = 'enable_ai',
request_human = 'request_human',
mark_as_resolved = 'mark_as_resolved',
}

type ConversationMetadata = {
aiStatus?: AIStatus;
choice?: Action;
aiDisabledDate?: Date;
};

type HookEventType =
| 'message:send'
| 'message:received'
Expand Down Expand Up @@ -79,7 +96,7 @@ type HookBodyMessageUpdated = HookBodyBase & {
explain: string;
value?: string;
choices?: {
value: 'resolved' | 'request_human' | 'enable_ai';
value: Action;
icon: string;
label: string;
selected: boolean;
Expand Down Expand Up @@ -241,13 +258,13 @@ const handleQuery = async (
text: finalAnser,
choices: [
{
value: 'resolved',
value: Action.mark_as_resolved,
icon: '✅',
label: 'Mark as resolved',
selected: false,
},
{
value: 'request_human',
value: Action.request_human,
icon: '💬',
label: 'Request a human operator',
selected: false,
Expand Down Expand Up @@ -294,6 +311,7 @@ export const hook = async (req: AppNextApiRequest, res: NextApiResponse) => {
// }

if (req.headers['x-delivery-attempt-count'] !== '1') {
console.log('x-delivery-attempt-count abort');
return "Not the first attempt, don't handle.";
}

Expand All @@ -302,27 +320,37 @@ export const hook = async (req: AppNextApiRequest, res: NextApiResponse) => {
body.website_id,
body.data.session_id
)
)?.data;

const newChoice = body?.data?.content?.choices?.find(
(one: any) => one.selected
);
)?.data as ConversationMetadata;

if (
metadata?.choice === 'request_human' &&
newChoice?.value !== 'enable_ai'
) {
return 'User has requested a human operator, do not handle.';
}
// const newChoice = body?.data?.content?.choices?.find(
// (one: any) => one.selected
// );

switch (body.event) {
case 'message:send':
if (
body.data.origin === 'chat' &&
body.data.from === 'user' &&
body.data.type === 'text' &&
metadata?.choice !== 'request_human'
body.data.type === 'text'
) {
if (metadata?.aiStatus === AIStatus.disabled) {
const oneHourAgo = new Date().getTime() - 60 * 60 * 1000;

if (new Date(metadata?.aiDisabledDate!).getTime() < oneHourAgo) {
await CrispClient.website.updateConversationMetas(
body.website_id,
body.data.session_id,
{
data: {
aiStatus: AIStatus.enabled,
} as ConversationMetadata,
}
);
} else {
return 'Converstaion disabled dot not proceed';
}
}

CrispClient.website.composeMessageInConversation(
body.website_id,
body.data.session_id,
Expand All @@ -348,15 +376,16 @@ export const hook = async (req: AppNextApiRequest, res: NextApiResponse) => {
if (
body.data.from === 'operator' &&
body.data.type === 'text' &&
metadata?.choice !== 'request_human'
metadata?.aiStatus === AIStatus.enabled
) {
await CrispClient.website.updateConversationMetas(
body.website_id,
body.data.session_id,
{
data: {
choice: 'request_human',
},
aiStatus: AIStatus.disabled,
aiDisabledDate: new Date(),
} as ConversationMetadata,
}
);
}
Expand All @@ -368,78 +397,122 @@ export const hook = async (req: AppNextApiRequest, res: NextApiResponse) => {
const selected = choices?.find((one) => one.selected);

switch (selected?.value) {
case 'request_human':
await CrispClient.website.updateConversationMetas(
body.website_id,
body.data.session_id,
{
data: {
choice: 'request_human',
},
}
);

// const data =
// await CrispClient.website.listLastActiveWebsiteOperators(
// body.website_id
// );

// await CrispClient.website.sendMessageInConversation(
// body.website_id,
// body.data.session_id,
// {
// type: 'text',
// from: 'operator',
// origin: 'chat',

// content: 'An operator will get back to you shortly.',
// user: {
// type: 'participant',
// // nickname: agent?.name || 'Chaindesk',
// avatar: 'https://chaindesk.ai/app-rounded-bg-white.png',
// },
// // mentions: [data?.[0]?.user_id],
// }
// );

await CrispClient.website.sendMessageInConversation(
body.website_id,
body.data.session_id,
{
type: 'picker',
from: 'operator',
origin: 'chat',

content: {
id: 'chaindesk-enable',
text: 'An operator will get back to you shortly.',
choices: [
{
value: 'enable_ai',
icon: '▶️',
label: 'Re-enable AI',
selected: false,
},
],
},
}
);

case Action.request_human:
const availibility =
await CrispClient.website.getWebsiteAvailabilityStatus(
body.data.website_id
);
const status = availibility?.status;

if (status === 'online') {
// Get last active operator
const active_operators: {
user_id: string;
avatar: string | null;
timestamp: number;
}[] = await CrispClient.website.listLastActiveWebsiteOperators(
body.data.website_id
);

// const highly_active_operator = active_operators.filter(
// (op) =>
// op.timestamp ==
// Math.min(...active_operators.map((o) => o.timestamp))
// )[0];

await CrispClient.website.updateConversationMetas(
body.website_id,
body.data.session_id,
{
data: {
aiStatus: AIStatus.disabled,
aiDisabledDate: new Date(),
} as ConversationMetadata,
}
);

await CrispClient.website.sendMessageInConversation(
body.website_id,
body.data.session_id,
{
type: 'picker',
from: 'operator',
origin: 'chat',
content: {
id: 'chaindesk-enable',
text: 'An operator will get back to you shortly.',
choices: [
{
value: Action.enable_ai,
icon: '▶️',
label: 'Re-enable AI',
selected: false,
},
],
},
// mentions: [highly_active_operator.user_id],
mentions: active_operators.map((each) => each.user_id),
user: {
type: 'website',
nickname: 'chaindesk',
},
}
);
} else {
// website offline
await CrispClient.website.updateConversationMetas(
body.website_id,
body.data.session_id,
{
data: {
aiStatus: AIStatus.disabled,
} as ConversationMetadata,
}
);

await CrispClient.website.sendMessageInConversation(
body.website_id,
body.data.session_id,
{
type: 'picker',
from: 'operator',
origin: 'chat',

content: {
id: 'chaindesk-answer',
text: 'Unfortunately, no operators are available at the moment.',
choices: [
{
value: Action.enable_ai,
icon: '▶️',
label: 'Re-enable AI',
selected: false,
},
],
},
// user: {
// type: 'participant',
// nickname: agent?.name || 'Chaindesk',
// avatar: agent.iconUrl || 'https://chaindesk.ai/app-rounded-bg-white.png',
// },
}
);
}
break;
case 'resolved':
case Action.mark_as_resolved:
await CrispClient.website.changeConversationState(
body.website_id,
body.data.session_id,
'resolved'
);
break;
case 'enable_ai':
case Action.enable_ai:
await CrispClient.website.updateConversationMetas(
body.website_id,
body.data.session_id,
{
data: {
choice: 'enable_ai',
aiStatus: AIStatus.enabled,
},
}
);
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