[FIX] Fixed Messages and Added SNS Events for Closing Session after Escalation. #75

AlexanderKanakis · 2022-09-14T16:13:37Z

ear-dev · 2022-09-19T15:59:06Z

@AlexanderKanakis I tested this and it looks good.
@csmith14 can you review please? thanks...

csmith14

Tested and looks good to me!

Shailesh351

I just found that Closed by agent will be used also for other reasons for chat being closed. i.e. Session expiration, or any other App/network error.

Closed by agent should be set only when the chat is actually ended by the salesforce agent. which is when we receive ChatEnded with reason agent from salesforce
https://github.com/WideChat/Apps.Salesforce.LiveAgent/blob/master/helperFunctions/subscribeHelpers/SalesforceAgentAssignedHelpers/SubscribeToLiveAgentHelper.ts#L64...L73

We should keep other message for other errors

ear-dev · 2022-09-22T14:13:24Z

Thanks @Shailesh351 If I understand this correctly, we are currently catching a few network errors like, 403, 204, an 409, but anything else gets caught in closed by agent. So the fix is to specifically check for the SF flag "reason==agent" in another 'else if' statement. Is that your suggestion?

Shailesh351 · 2022-09-22T14:55:22Z

Thanks @Shailesh351 If I understand this correctly, we are currently catching a few network errors like, 403, 204, an 409, but anything else gets caught in closed by agent. So the fix is to specifically check for the SF flag "reason==agent" in another 'else if' statement. Is that your suggestion?

Yes...

AlexanderKanakis · 2022-09-22T16:15:49Z

@Shailesh351 A small clarification: We need events for the rest of the statues codes?

Shailesh351 · 2022-09-23T04:15:31Z

@AlexanderKanakis Not exactly error codes, It should set message for whatever reason it was closed. If it was closed by some error it should show that error.

Shailesh351

@ear-dev FYI this PR adds new Chat closed events that were not covered earlier.

enum/CloseMessages.ts

enum/Analytics.ts

helperFunctions/subscribeHelpers/SalesforceAgentAssignedHelpers/SubscribeToLiveAgentHelper.ts

…oint'

Shailesh351

There are places when the session expired but the event is missing. handlers/LiveAgentSessionHandler.ts helperFunctions/subscribeHelpers/InitiateSalesforceSessionHelpers/CheckChatStatusHelper.ts

Same for UNKNOWN_ERROR_IN_CHECKING_AGENT_RESPONSE, you can global search for UNKNOWN_ERROR_IN_CHECKING_AGENT_RESPONSE
in helperFunctions/subscribeHelpers/InitiateSalesforceSessionHelpers/CheckChatStatusHelper.ts handlers/InitiateSalesforceSessionHandler.ts

helperFunctions/subscribeHelpers/InitiateSalesforceSessionHelpers/CheckAgentStatusCallback.ts

helperFunctions/subscribeHelpers/SalesforceAgentAssignedHelpers/HandleEndChatCallback.ts

helperFunctions/subscribeHelpers/SalesforceAgentAssignedHelpers/SubscribeToLiveAgentHelper.ts

helperFunctions/subscribeHelpers/InitiateSalesforceSessionHelpers/CheckChatStatusHelper.ts

enum/Analytics.ts

helperFunctions/subscribeHelpers/SalesforceAgentAssignedHelpers/SubscribeToLiveAgentHelper.ts

lib/DialogflowAgentAssignedHandler.ts

ear-dev · 2022-10-06T15:08:21Z

@Shailesh351 after Alexander merges the 78 changes into this PR please have another look. thanks.

helperFunctions/subscribeHelpers/SalesforceAgentAssignedHelpers/SubscribeToLiveAgentHelper.ts

…_close_message_fix

AlexanderKanakis · 2022-10-10T17:32:13Z

Merged #78 to #75 . Ready to review.

enum/Analytics.ts

helperFunctions/subscribeHelpers/SalesforceAgentAssignedHelpers/SubscribeToLiveAgentHelper.ts

Removed redundant code Better pies for Shailesh

enum/Analytics.ts

Shailesh351 · 2022-10-11T07:33:55Z

@ear-dev I have added the new events in the wiki which are included in this PR https://github.com/WideChat/Rocket.Chat/wiki/SNS-Logger/_compare/1eee89aad850ee3957c4365c51ec687f61f41002

ear-dev · 2022-10-11T14:37:30Z

@ear-dev I have added the new events in the wiki which are included in this PR https://github.com/WideChat/Rocket.Chat/wiki/SNS-Logger/_compare/1eee89aad850ee3957c4365c51ec687f61f41002

That's awesome! Thanks @Shailesh351

Shailesh351

Thanks, Alexander!

ear-dev · 2022-10-13T14:46:08Z

@AlexanderKanakis I tested a case where the Salesforce agent went offline mid chat, and the 'Conversation Closed' system message is not correct. It is showing the contents of the sf.app config entry for "No Live Agent Available Message *"

Can you take a look please? thanks...

ear-dev · 2022-10-13T15:00:34Z

@AlexanderKanakis I tested a case where I mangled the SF url in the admin UI. What happened is that I get the proper Conversation Closed message, but that same message is also now sent to the visitor in the chat window, instead of the expected "Technical Difficulty Message *" as configured in the SF admin UI.

Can you take a look please? thanks.

AlexanderKanakis · 2022-10-13T15:21:03Z

@AlexanderKanakis I tested a case where I mangled the SF url in the admin UI. What happened is that I get the proper Conversation Closed message, but that same message is also now sent to the visitor in the chat window, instead of the expected "Technical Difficulty Message *" as configured in the SF admin UI.

Can you take a look please? thanks.

@ear-dev do you happen to have debug messages activated?

This reverts commit 78da510.

ear-dev · 2022-10-13T15:46:49Z

@AlexanderKanakis making a note here of what we just discussed....

It seems to me like you may have some wires crossed. Please go back over the entire PR and distinguish properly between messages sent to the visitor and messages that are only meant to show up as system messages for the admin under "conversation closed".

The messages meant for the visitor are most often configured in the app.admin.ui

Thanks.

-Specify client end messages not caused by error

AlexanderKanakis · 2022-10-13T18:04:01Z

The issue was caused by our error callback function. The error description was used both for the admin UI close message and the client message.

Additionally, when the chat was ended by non-error reasons, the client did not get a specific technical issues, or no agents available, message before the end chat message. Both are fixed with new commit.

ear-dev · 2022-10-13T19:04:37Z

thanks @AlexanderKanakis this is now working as expected.

AlexanderKanakis · 2022-10-13T19:13:30Z

Fixed messages and added sns events for close cases after escalation.

087f3f8

AlexanderKanakis mentioned this pull request Sep 14, 2022

[BUG] [Chat End Logging] Fix "Conversation closed:" logging as seen in a chat session transcript for escalated sessions WideChat/Rocket.Chat#1278

Closed

ear-dev requested a review from csmith14 September 15, 2022 15:44

csmith14 approved these changes Sep 21, 2022

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Shailesh351 reviewed Sep 22, 2022

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AlexanderKanakis added 3 commits September 23, 2022 18:40

Additonal close case messages and events

1952726

minor fix

919cd3f

Added close chat message for livechat user

65fb208

AlexanderKanakis mentioned this pull request Sep 23, 2022

[FIX] Send Close Chat Message to Livechat User #78

Closed

AlexanderKanakis added 3 commits September 23, 2022 19:32

Minor fix on 'CHAT_CLOSED_BY_UNDEFINED_REASON' event

97f929f

Minor fix on 'CHAT_CLOSED_BY_UNDEFINED_REASON' event

9d7adaf

Fix syntax error in analytics event

8bc3541

Shailesh351 reviewed Sep 28, 2022

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AlexanderKanakis added 4 commits September 29, 2022 14:40

Created more detailed event names

5180e92

Minor fix for unused parameter in function 'get' of 'AvailabilityEndp…

adf04a0

…oint'

Send events from inside 'handleEndChat function'

9940213

Ensure we don't send event in the case chat is closed by client

7ca7da3

Shailesh351 reviewed Oct 5, 2022

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AlexanderKanakis added 3 commits October 5, 2022 22:20

Added event cases

007ac9c

Merge branch 'master' into escalation_on_close_message_fix

ed43262

Added event cases for Agent Status Callback Errors

6444101

AlexanderKanakis commented Oct 5, 2022

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helperFunctions/subscribeHelpers/InitiateSalesforceSessionHelpers/CheckChatStatusHelper.ts Show resolved Hide resolved

Fix Lint

2a8046d

Shailesh351 reviewed Oct 6, 2022

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Minor fixes

7db606f

Shailesh351 reviewed Oct 6, 2022

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helperFunctions/subscribeHelpers/SalesforceAgentAssignedHelpers/SubscribeToLiveAgentHelper.ts Show resolved Hide resolved

helperFunctions/subscribeHelpers/SalesforceAgentAssignedHelpers/SubscribeToLiveAgentHelper.ts Outdated Show resolved Hide resolved

AlexanderKanakis added 3 commits October 10, 2022 19:40

Merge branch 'send_independent_close_chat_message' into escalation_on…

21d26ce

…_close_message_fix

Give correct message on chatEndedReason === unavailable

fc1d122

Fix minor issues

a695f87

Shailesh351 reviewed Oct 11, 2022

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Better names for events and closed chat messages

864b6c0

Removed redundant code Better pies for Shailesh

Shailesh351 reviewed Oct 11, 2022

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enum/Analytics.ts Outdated Show resolved Hide resolved

enum/Analytics.ts Show resolved Hide resolved

Shailesh351 reviewed Oct 11, 2022

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enum/Analytics.ts Show resolved Hide resolved

Event fixes

5cdf3e1

Shailesh351 approved these changes Oct 13, 2022

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Removed client messages for chat closed room description

78da510

Revert "Removed client messages for chat closed room description"

3ac7c4a

This reverts commit 78da510.

-Untangle end chat client messages from close chat reasons for Admin UI

4520dd8

-Specify client end messages not caused by error

ear-dev merged commit f4f58e6 into master Oct 13, 2022

This was referenced Oct 14, 2022

Revert "[FIX] Fixed Messages and Added SNS Events for Closing Session after Escalation." #83

Merged

[FIX] Fixed Messages and Added SNS Events for Closing Session after Escalation. #85

Merged

[FIX] Fixed Messages and Added SNS Events for Closing Session after Escalation. #75

[FIX] Fixed Messages and Added SNS Events for Closing Session after Escalation. #75

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