2019-11-30 13:39:55 +00:00
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# == Schema Information
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#
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# Table name: conversations
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#
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2022-05-19 04:16:33 +00:00
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# id :integer not null, primary key
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# additional_attributes :jsonb
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# agent_last_seen_at :datetime
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# assignee_last_seen_at :datetime
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# contact_last_seen_at :datetime
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# custom_attributes :jsonb
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# first_reply_created_at :datetime
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# identifier :string
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# last_activity_at :datetime not null
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# snoozed_until :datetime
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# status :integer default("open"), not null
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# uuid :uuid not null
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# created_at :datetime not null
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# updated_at :datetime not null
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# account_id :integer not null
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# assignee_id :integer
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# campaign_id :bigint
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# contact_id :bigint
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# contact_inbox_id :bigint
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# display_id :integer not null
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# inbox_id :integer not null
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# team_id :bigint
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2019-11-30 13:39:55 +00:00
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#
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# Indexes
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#
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2021-07-23 13:09:24 +00:00
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# index_conversations_on_account_id (account_id)
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# index_conversations_on_account_id_and_display_id (account_id,display_id) UNIQUE
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# index_conversations_on_assignee_id_and_account_id (assignee_id,account_id)
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# index_conversations_on_campaign_id (campaign_id)
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2022-10-10 22:23:33 +00:00
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# index_conversations_on_contact_id (contact_id)
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2021-07-23 13:09:24 +00:00
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# index_conversations_on_contact_inbox_id (contact_inbox_id)
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2022-05-19 04:16:33 +00:00
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# index_conversations_on_first_reply_created_at (first_reply_created_at)
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2022-10-10 22:23:33 +00:00
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# index_conversations_on_inbox_id (inbox_id)
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2022-04-28 11:28:06 +00:00
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# index_conversations_on_last_activity_at (last_activity_at)
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2021-07-23 13:09:24 +00:00
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# index_conversations_on_status_and_account_id (status,account_id)
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# index_conversations_on_team_id (team_id)
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2022-08-23 13:35:30 +00:00
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# index_conversations_on_uuid (uuid) UNIQUE
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2020-01-09 07:36:40 +00:00
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#
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2019-11-30 13:39:55 +00:00
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2019-08-14 09:48:44 +00:00
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class Conversation < ApplicationRecord
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2021-01-03 14:37:57 +00:00
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include Labelable
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2021-03-12 09:43:58 +00:00
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include AssignmentHandler
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2022-08-16 11:28:23 +00:00
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include AutoAssignmentHandler
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2021-11-12 10:47:59 +00:00
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include ActivityMessageHandler
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2022-03-30 09:06:22 +00:00
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include UrlHelper
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2022-06-22 05:34:42 +00:00
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include SortHandler
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2022-12-05 16:08:12 +00:00
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include PgSearch::Model
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include MultiSearchableHelpers
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2021-01-03 14:37:57 +00:00
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2022-12-05 16:08:12 +00:00
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multisearchable(
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2022-12-23 08:34:09 +00:00
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against: [:display_id, :name, :email, :phone_number, :account_id],
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additional_attributes: ->(conversation) { { conversation_id: conversation.id, account_id: conversation.account_id, inbox_id: inbox_id } }
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2022-12-05 16:08:12 +00:00
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)
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2019-08-14 09:48:44 +00:00
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validates :account_id, presence: true
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validates :inbox_id, presence: true
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2021-01-07 08:17:38 +00:00
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before_validation :validate_additional_attributes
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2022-03-24 10:08:28 +00:00
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validates :additional_attributes, jsonb_attributes_length: true
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validates :custom_attributes, jsonb_attributes_length: true
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2022-08-23 13:35:30 +00:00
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validates :uuid, uniqueness: true
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2022-03-30 09:06:22 +00:00
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validate :validate_referer_url
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2019-08-14 09:48:44 +00:00
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2021-07-23 09:54:07 +00:00
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enum status: { open: 0, resolved: 1, pending: 2, snoozed: 3 }
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2019-08-14 09:48:44 +00:00
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scope :unassigned, -> { where(assignee_id: nil) }
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2021-07-19 13:40:58 +00:00
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scope :assigned, -> { where.not(assignee_id: nil) }
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2019-10-08 19:45:04 +00:00
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scope :assigned_to, ->(agent) { where(assignee_id: agent.id) }
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2021-11-27 03:56:18 +00:00
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scope :resolvable, lambda { |auto_resolve_duration|
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return [] if auto_resolve_duration.to_i.zero?
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open.where('last_activity_at < ? ', Time.now.utc - auto_resolve_duration.days)
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}
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2019-08-14 09:48:44 +00:00
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2022-06-22 05:34:42 +00:00
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scope :last_user_message_at, lambda {
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joins(
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2022-07-05 19:07:43 +00:00
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"INNER JOIN (#{last_messaged_conversations.to_sql}) AS grouped_conversations
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2022-06-22 05:34:42 +00:00
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ON grouped_conversations.conversation_id = conversations.id"
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).sort_on_last_user_message_at
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}
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2019-08-14 09:48:44 +00:00
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belongs_to :account
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belongs_to :inbox
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belongs_to :assignee, class_name: 'User', optional: true
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2019-10-20 19:10:18 +00:00
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belongs_to :contact
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2020-01-09 07:36:40 +00:00
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belongs_to :contact_inbox
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2021-01-17 18:26:56 +00:00
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belongs_to :team, optional: true
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2021-04-29 16:53:32 +00:00
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belongs_to :campaign, optional: true
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2019-08-14 09:48:44 +00:00
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2021-12-09 05:50:14 +00:00
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has_many :mentions, dependent: :destroy_async
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2021-11-18 05:02:29 +00:00
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has_many :messages, dependent: :destroy_async, autosave: true
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has_one :csat_survey_response, dependent: :destroy_async
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2022-08-10 11:46:46 +00:00
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has_many :notifications, as: :primary_actor, dependent: :destroy_async
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2019-08-14 09:48:44 +00:00
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2021-07-23 09:54:07 +00:00
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before_save :ensure_snooze_until_reset
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2021-07-21 16:32:43 +00:00
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before_create :mark_conversation_pending_if_bot
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2021-01-05 14:37:04 +00:00
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2021-11-12 10:47:59 +00:00
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after_update_commit :execute_after_update_commit_callbacks
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2021-11-27 03:56:18 +00:00
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after_create_commit :notify_conversation_creation
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2022-12-09 04:06:30 +00:00
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after_create_commit :update_contact_search_document, if: :contact_id?
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2021-01-05 14:37:04 +00:00
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after_commit :set_display_id, unless: :display_id?
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2019-08-14 09:48:44 +00:00
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2020-11-01 07:23:25 +00:00
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delegate :auto_resolve_duration, to: :account
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2022-12-23 08:34:09 +00:00
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delegate :name, :email, :phone_number, to: :contact, allow_nil: true
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2020-11-01 07:23:25 +00:00
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2020-07-25 17:24:45 +00:00
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def can_reply?
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2022-06-14 12:35:37 +00:00
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channel = inbox&.channel
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2022-04-19 06:51:20 +00:00
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2022-06-14 12:35:37 +00:00
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return can_reply_on_instagram? if additional_attributes['type'] == 'instagram_direct_message'
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2020-07-25 17:24:45 +00:00
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2022-06-14 12:35:37 +00:00
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return true unless channel&.messaging_window_enabled?
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2022-04-19 06:51:20 +00:00
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2022-06-14 12:35:37 +00:00
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messaging_window = inbox.api? ? channel.additional_attributes['agent_reply_time_window'].to_i : 24
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last_message_in_messaging_window?(messaging_window)
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2022-04-19 06:51:20 +00:00
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end
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def last_incoming_message
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messages&.incoming&.last
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end
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2020-07-25 17:24:45 +00:00
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2022-06-14 12:35:37 +00:00
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def last_message_in_messaging_window?(time)
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2020-07-25 17:24:45 +00:00
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return false if last_incoming_message.nil?
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2022-06-14 12:35:37 +00:00
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Time.current < last_incoming_message.created_at + time.hours
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2020-07-25 17:24:45 +00:00
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end
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2022-05-26 13:35:30 +00:00
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def can_reply_on_instagram?
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global_config = GlobalConfig.get('ENABLE_MESSENGER_CHANNEL_HUMAN_AGENT')
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return false if last_incoming_message.nil?
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if global_config['ENABLE_MESSENGER_CHANNEL_HUMAN_AGENT']
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Time.current < last_incoming_message.created_at + 7.days
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else
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2022-06-14 12:35:37 +00:00
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last_message_in_messaging_window?(24)
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2022-05-26 13:35:30 +00:00
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end
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end
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2019-10-08 19:45:04 +00:00
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def update_assignee(agent = nil)
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2019-10-12 18:08:41 +00:00
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update!(assignee: agent)
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2019-08-14 09:48:44 +00:00
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end
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def toggle_status
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2020-03-10 18:32:15 +00:00
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# FIXME: implement state machine with aasm
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2019-10-08 19:45:04 +00:00
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self.status = open? ? :resolved : :open
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2021-07-23 09:54:07 +00:00
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self.status = :open if pending? || snoozed?
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2019-10-12 18:08:41 +00:00
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save
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2019-08-14 09:48:44 +00:00
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end
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2020-05-26 12:13:59 +00:00
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def mute!
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resolved!
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Redis::Alfred.setex(mute_key, 1, mute_period)
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2020-10-30 16:57:25 +00:00
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create_muted_message
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2020-05-26 12:13:59 +00:00
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end
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2020-10-08 06:32:08 +00:00
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def unmute!
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Redis::Alfred.delete(mute_key)
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2020-10-30 16:57:25 +00:00
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create_unmuted_message
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2020-10-08 06:32:08 +00:00
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end
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2020-05-26 12:13:59 +00:00
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def muted?
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2020-11-25 08:29:38 +00:00
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Redis::Alfred.get(mute_key).present?
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2020-05-26 12:13:59 +00:00
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end
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2019-08-14 09:48:44 +00:00
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def unread_messages
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2019-10-12 18:08:41 +00:00
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messages.unread_since(agent_last_seen_at)
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2019-08-14 09:48:44 +00:00
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end
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def unread_incoming_messages
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2019-10-12 18:08:41 +00:00
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messages.incoming.unread_since(agent_last_seen_at)
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2019-08-14 09:48:44 +00:00
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end
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def push_event_data
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2019-10-12 18:08:41 +00:00
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Conversations::EventDataPresenter.new(self).push_data
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2019-08-14 09:48:44 +00:00
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end
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def lock_event_data
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2019-10-12 18:08:41 +00:00
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Conversations::EventDataPresenter.new(self).lock_data
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2019-08-14 09:48:44 +00:00
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end
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2020-02-26 04:14:24 +00:00
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def webhook_data
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2020-06-12 18:49:43 +00:00
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Conversations::EventDataPresenter.new(self).push_data
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2020-02-26 04:14:24 +00:00
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end
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2020-03-05 20:13:12 +00:00
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def notifiable_assignee_change?
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return false unless saved_change_to_assignee_id?
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return false if assignee_id.blank?
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2021-12-28 16:23:13 +00:00
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return false if self_assign?(assignee_id)
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2020-03-05 20:13:12 +00:00
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true
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end
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2021-08-23 16:30:47 +00:00
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def tweet?
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inbox.inbox_type == 'Twitter' && additional_attributes['type'] == 'tweet'
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end
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2021-11-17 12:35:53 +00:00
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def recent_messages
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messages.chat.last(5)
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end
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2022-12-23 08:34:09 +00:00
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# NOTE: To add multi search records with conversation_id associated to contacts for previously added records.
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# We can not find conversation_id from contacts directly so we added this joins here.
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def self.rebuild_pg_search_documents(account_id)
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return super unless name == 'Conversation'
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connection.execute <<~SQL.squish
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INSERT INTO pg_search_documents (searchable_type, searchable_id, content, account_id, conversation_id, inbox_id, created_at, updated_at)
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SELECT 'Conversation' AS searchable_type,
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conversations.id AS searchable_id,
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2022-12-23 10:13:01 +00:00
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CONCAT_WS(' ', conversations.display_id, contacts.email, contacts.name, contacts.phone_number, conversations.account_id) AS content,
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2022-12-23 08:34:09 +00:00
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conversations.account_id::int AS account_id,
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conversations.id::int AS conversation_id,
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conversations.inbox_id::int AS inbox_id,
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now() AS created_at,
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now() AS updated_at
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FROM conversations
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2022-12-23 10:13:01 +00:00
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INNER JOIN contacts
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ON conversations.contact_id = contacts.id
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2022-12-23 08:34:09 +00:00
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WHERE conversations.account_id = #{account_id}
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SQL
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end
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2020-05-01 09:23:43 +00:00
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private
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2021-11-12 10:47:59 +00:00
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def execute_after_update_commit_callbacks
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notify_status_change
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create_activity
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2022-02-15 18:06:29 +00:00
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notify_conversation_updation
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2021-11-12 10:47:59 +00:00
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end
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2021-07-23 09:54:07 +00:00
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def ensure_snooze_until_reset
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self.snoozed_until = nil unless snoozed?
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end
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2021-01-07 08:17:38 +00:00
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def validate_additional_attributes
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self.additional_attributes = {} unless additional_attributes.is_a?(Hash)
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end
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2021-07-21 16:32:43 +00:00
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def mark_conversation_pending_if_bot
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# TODO: make this an inbox config instead of assuming bot conversations should start as pending
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2022-11-02 20:54:56 +00:00
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self.status = :pending if inbox.active_bot?
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2020-05-01 09:23:43 +00:00
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end
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2019-10-12 18:08:41 +00:00
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2020-05-01 09:23:43 +00:00
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def notify_conversation_creation
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dispatcher_dispatch(CONVERSATION_CREATED)
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2019-08-14 09:48:44 +00:00
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end
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2022-02-15 18:06:29 +00:00
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def notify_conversation_updation
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2022-02-25 12:31:21 +00:00
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return unless previous_changes.keys.present? && (previous_changes.keys & %w[team_id assignee_id status snoozed_until
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2022-11-29 16:18:00 +00:00
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custom_attributes label_list first_reply_created_at]).present?
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2022-02-25 12:31:21 +00:00
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2022-03-30 06:07:36 +00:00
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dispatcher_dispatch(CONVERSATION_UPDATED, previous_changes)
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2022-02-15 18:06:29 +00:00
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end
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2019-08-14 09:48:44 +00:00
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def self_assign?(assignee_id)
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2019-10-12 18:08:41 +00:00
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assignee_id.present? && Current.user&.id == assignee_id
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2019-08-14 09:48:44 +00:00
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end
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def set_display_id
|
2021-01-05 14:37:04 +00:00
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reload
|
2019-08-14 09:48:44 +00:00
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end
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def notify_status_change
|
2019-10-12 18:08:41 +00:00
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{
|
2020-04-18 14:55:58 +00:00
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CONVERSATION_OPENED => -> { saved_change_to_status? && open? },
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CONVERSATION_RESOLVED => -> { saved_change_to_status? && resolved? },
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2021-04-28 15:23:23 +00:00
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CONVERSATION_STATUS_CHANGED => -> { saved_change_to_status? },
|
2020-09-10 13:49:15 +00:00
|
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CONVERSATION_READ => -> { saved_change_to_contact_last_seen_at? },
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2020-06-02 17:29:02 +00:00
|
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CONVERSATION_CONTACT_CHANGED => -> { saved_change_to_contact_id? }
|
2019-10-12 18:08:41 +00:00
|
|
|
}.each do |event, condition|
|
2022-03-30 06:07:36 +00:00
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|
condition.call && dispatcher_dispatch(event, status_change)
|
2019-08-14 09:48:44 +00:00
|
|
|
end
|
|
|
|
end
|
|
|
|
|
2022-03-30 06:07:36 +00:00
|
|
|
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?,
|
2022-04-12 14:53:34 +00:00
|
|
|
changed_attributes: changed_attributes,
|
|
|
|
performed_by: Current.executed_by)
|
2019-10-05 09:12:50 +00:00
|
|
|
end
|
2019-08-14 09:48:44 +00:00
|
|
|
|
2020-06-02 18:20:39 +00:00
|
|
|
def conversation_status_changed_to_open?
|
|
|
|
return false unless open?
|
|
|
|
# saved_change_to_status? method only works in case of update
|
|
|
|
return true if previous_changes.key?(:id) || saved_change_to_status?
|
|
|
|
end
|
|
|
|
|
2020-10-02 11:03:59 +00:00
|
|
|
def create_label_change(user_name)
|
2020-11-01 07:23:25 +00:00
|
|
|
return unless user_name
|
|
|
|
|
2020-10-02 11:03:59 +00:00
|
|
|
previous_labels, current_labels = previous_changes[:label_list]
|
|
|
|
return unless (previous_labels.is_a? Array) && (current_labels.is_a? Array)
|
|
|
|
|
2022-11-10 05:23:29 +00:00
|
|
|
dispatcher_dispatch(CONVERSATION_UPDATED, previous_changes)
|
|
|
|
|
2020-10-02 11:03:59 +00:00
|
|
|
create_label_added(user_name, current_labels - previous_labels)
|
|
|
|
create_label_removed(user_name, previous_labels - current_labels)
|
|
|
|
end
|
|
|
|
|
2020-05-26 12:13:59 +00:00
|
|
|
def mute_key
|
2020-11-25 08:29:38 +00:00
|
|
|
format(Redis::RedisKeys::CONVERSATION_MUTE_KEY, id: id)
|
2020-05-26 12:13:59 +00:00
|
|
|
end
|
|
|
|
|
|
|
|
def mute_period
|
|
|
|
6.hours
|
|
|
|
end
|
2021-01-05 14:37:04 +00:00
|
|
|
|
2022-03-30 09:06:22 +00:00
|
|
|
def validate_referer_url
|
|
|
|
return unless additional_attributes['referer']
|
|
|
|
|
|
|
|
self['additional_attributes']['referer'] = nil unless url_valid?(additional_attributes['referer'])
|
|
|
|
end
|
|
|
|
|
2021-01-05 14:37:04 +00:00
|
|
|
# creating db triggers
|
|
|
|
trigger.before(:insert).for_each(:row) do
|
|
|
|
"NEW.display_id := nextval('conv_dpid_seq_' || NEW.account_id);"
|
|
|
|
end
|
2019-08-14 09:48:44 +00:00
|
|
|
end
|