Merge pull request RocketChat#33 from Shailesh351/sb_timeout_warnings

 Add Customer Idle Timeout Support

Author: Shailesh351

config/Settings.ts

@@ -18,6 +18,10 @@ export enum AppSetting {
     DialogflowWelcomeMessage = 'dialogflow_welcome_message',
     DialogflowChatClosedByVisitorEventName = 'dialogflow_chat_closed_by_visitor_event_name',
     DialogflowWelcomeIntentOnStart = 'dialogflow_welcome_intent_on_start',
+    DialogflowEnableCustomerTimeout = 'dialogflow_enable_customer_timeout',
+    DialogflowCustomerTimeoutTime = 'dialogflow_customer_timeout_time',
+    DialogflowCustomerTimeoutWarningTime = 'dialogflow_customer_timeout_warning_time',
+    DialogflowCustomerTimeoutWarningMessage = 'dialogflow_customer_timeout_warning_message',
 }
 
 export enum DefaultMessage {
@@ -183,4 +187,40 @@ export const settings: Array<ISetting> = [
         i18nDescription: 'dialogflow_welcome_intent_on_start_description',
         required: true,
     },
+    {
+        id: AppSetting.DialogflowEnableCustomerTimeout,
+        public: true,
+        type: SettingType.BOOLEAN,
+        packageValue: false,
+        i18nLabel: 'dialogflow_enable_customer_timeout',
+        i18nDescription: 'dialogflow_enable_customer_timeout_description',
+        required: true,
+    },
+    {
+        id: AppSetting.DialogflowCustomerTimeoutTime,
+        public: true,
+        type: SettingType.NUMBER,
+        packageValue: 60,
+        i18nLabel: 'dialogflow_customer_timeout_time',
+        i18nDescription: 'dialogflow_customer_timeout_time_description',
+        required: true,
+    },
+    {
+        id: AppSetting.DialogflowCustomerTimeoutWarningTime,
+        public: true,
+        type: SettingType.NUMBER,
+        packageValue: 40,
+        i18nLabel: 'dialogflow_customer_timeout_warning_time',
+        i18nDescription: 'dialogflow_customer_timeout_warning_time_description',
+        required: true,
+    },
+    {
+        id: AppSetting.DialogflowCustomerTimeoutWarningMessage,
+        public: true,
+        type: SettingType.STRING,
+        packageValue: 'Are you still there? Please send a message within %t or this chat will time out.',
+        i18nLabel: 'dialogflow_customer_timeout_warning_message',
+        i18nDescription: 'dialogflow_customer_timeout_warning_message_description',
+        required: true,
+    },
 ];

enum/Dialogflow.ts

@@ -87,4 +87,5 @@ export enum DialogflowRequestType {
 
 export enum Message {
     CLOSED_BY_VISITOR = 'Closed by visitor',
+    CUSTOMER_IDEL_TIMEOUT = 'customer_idle_timeout'
 }

handler/PostMessageSentHandler.ts

@@ -12,13 +12,14 @@ import { handlePayloadActions } from '../lib/payloadAction';
 import { closeChat, performHandover, updateRoomCustomFields } from '../lib/Room';
 import { getAppSettingValue } from '../lib/Settings';
 import { incFallbackIntentAndSendResponse, resetFallbackIntent } from '../lib/SynchronousHandover';
+import { handleTimeout } from '../lib/Timeout';
 
 export class PostMessageSentHandler {
     constructor(private readonly app: IApp,
         private readonly message: ILivechatMessage,
         private readonly read: IRead,
         private readonly http: IHttp,
-        private readonly persis: IPersistence,
+        private readonly persistence: IPersistence,
         private readonly modify: IModify) { }
 
     public async run() {
@@ -30,26 +31,34 @@ export class PostMessageSentHandler {
         const DialogflowBotUsername: string = await getAppSettingValue(this.read, AppSetting.DialogflowBotUsername);
 
         if (text === Message.CLOSED_BY_VISITOR) {
-            this.handleClosedByVisitor(rid);
+            await this.handleClosedByVisitor(rid);
         }
 
+        if (text === Message.CUSTOMER_IDEL_TIMEOUT) {
+            await this.handleClosedByVisitor(rid)
+            await closeChat(this.modify, this.read, rid)
+            return;
+		}
+
         if (!type || type !== RoomType.LIVE_CHAT) {
             return;
         }
 
-        if (!isOpen || !token || editedAt || !text) {
+        if (!isOpen || editedAt || !text) {
             return;
         }
 
         if (!servedBy || servedBy.username !== DialogflowBotUsername) {
             return;
         }
 
-        if (sender.username === DialogflowBotUsername) {
+        if (!text || (text && text.trim().length === 0)) {
             return;
         }
 
-        if (!text || (text && text.trim().length === 0)) {
+        await handleTimeout(this.app, this.message, this.read, this.http, this.persistence, this.modify);
+
+        if (sender.username === DialogflowBotUsername) {
             return;
         }
 

i18n/en.json

@@ -28,5 +28,13 @@
     "dialogflow_welcome_message": "Dialogflow Message to send on start",
     "dialogflow_welcome_message_description": "Custom welcome message to send to visitor",
     "dialogflow_welcome_intent_on_start": "Send Welcome Intent",
-    "dialogflow_welcome_intent_on_start_description": "If enabled, then a welcome event will be sent when bot is assigned to any visitor"
+    "dialogflow_welcome_intent_on_start_description": "If enabled, then a welcome event will be sent when bot is assigned to any visitor",
+    "dialogflow_enable_customer_timeout":"Enable Customer Time-Out",
+    "dialogflow_enable_customer_timeout_description":"Indicates whether chats are ended if the customer doesn’t respond within a specified period.",
+    "dialogflow_customer_timeout_time":"Customer Time-Out Time (seconds)",
+    "dialogflow_customer_timeout_time_description":"Sets the amount of time that a customer has to respond to an agent message before the session ends. The timer stops when the customer sends a message and starts again from 0 on the next agent's message.",
+    "dialogflow_customer_timeout_warning_time":"Customer Time-Out Warning Time (seconds)",
+    "dialogflow_customer_timeout_warning_time_description":"Sets the amount of time that a customer has to respond to an agent message before a warning appears and a timer begins a countdown. \nThe warning disappears (and the timer stops) each time the customer sends a message. \nThe warning disappears (and the timer resets to 0) each time the agent sends message. \nThe warning value must be shorter than the time-out value (we recommend at least 30 seconds).",
+    "dialogflow_customer_timeout_warning_message":"Customer Time-Out Warning Message",
+    "dialogflow_customer_timeout_warning_message_description":"Enter message to show to user as idle timeout warning. Use %t as placeholder for count down."
 }

lib/Timeout.ts

@@ -0,0 +1,75 @@
+import { IHttp, IModify, IPersistence, IRead } from '@rocket.chat/apps-engine/definition/accessors';
+import { IApp } from '@rocket.chat/apps-engine/definition/IApp';
+import { IMessage } from '@rocket.chat/apps-engine/definition/messages';
+import { RoomType } from '@rocket.chat/apps-engine/definition/rooms';
+import { AppSetting } from '../config/Settings';
+import { getAppSettingValue } from '../lib/Settings';
+
+export const handleTimeout = async (app: IApp, message: IMessage, read: IRead, http: IHttp, persistence: IPersistence, modify: IModify ) => {
+
+	if (message.room.type !== RoomType.LIVE_CHAT || (message.customFields && message.customFields.idleTimeoutConfig)) {
+		return;
+	}
+
+	const dialogflowBotUsername: string = (await getAppSettingValue(read, AppSetting.DialogflowBotUsername));
+	const chasitorIdleTimeoutIsEnabled: string = (await getAppSettingValue(read, AppSetting.DialogflowEnableCustomerTimeout));
+
+	if (chasitorIdleTimeoutIsEnabled) {
+
+		/**
+		 * Sets the amount of time that a customer has to respond to an agent message before a warning appears and a timer begins a countdown.
+		 * The warning disappears (and the timer stops) each time the customer sends a message.
+		 * The warning disappears (and the timer resets to 0) each time the agent sends message.
+		 * The warning value must be shorter than the time-out value (we recommend at least 30 seconds).
+		 */
+		const warningTime: string = (await getAppSettingValue(read, AppSetting.DialogflowCustomerTimeoutWarningTime));
+
+		/**
+		 * Sets the amount of time that a customer has to respond to an agent message before the session ends.
+		 * The timer stops when the customer sends a message and starts again from 0 on the next agent's message.
+		 */
+		const timeoutTime: string = (await getAppSettingValue(read, AppSetting.DialogflowCustomerTimeoutTime));
+
+		// ------ When agent sends message -----
+		// Send new timeout msg and reset previous timeout
+
+		// ------ When customer sends message -----
+		// Send timeout msg to cancel previous timeout
+
+		// On Timeout : Close chat
+		// On Warning : Show Countdown Popup in Livechat Widget
+
+		const timeoutWarningMessage: string = (await getAppSettingValue(read, AppSetting.DialogflowCustomerTimeoutWarningMessage));
+
+		if (message.sender.username === dialogflowBotUsername) {
+			// Agent sent message
+			if (!message.id) {
+				return;
+			}
+			const user = await read.getUserReader().getByUsername(dialogflowBotUsername);
+			const msgExtender = modify.getExtender().extendMessage(message.id, user);
+			(await msgExtender).addCustomField('idleTimeoutConfig', {
+				idleTimeoutAction: 'start',
+				idleTimeoutWarningTime: warningTime,
+				idleTimeoutTimeoutTime: timeoutTime,
+				idleTimeoutMessage: timeoutWarningMessage,
+			});
+			modify.getExtender().finish(await msgExtender);
+		} else {
+			// Guest sent message
+
+			if (!message.id) {
+				return;
+			}
+			const user = await read.getUserReader().getByUsername(dialogflowBotUsername);
+			const msgExtender = modify.getExtender().extendMessage(message.id, user);
+			(await msgExtender).addCustomField('idleTimeoutConfig', {
+				idleTimeoutAction: 'stop',
+				idleTimeoutWarningTime: warningTime,
+				idleTimeoutTimeoutTime: timeoutTime,
+				idleTimeoutMessage: timeoutWarningMessage,
+			});
+			modify.getExtender().finish(await msgExtender);
+		}
+	}
+};