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

config/AppSettings.ts

@@ -176,7 +176,7 @@ export const AppSettings: Array<ISetting> = [
 		public: true,
 		type: SettingType.STRING,
 		packageValue: '',
-		i18nLabel: '',
+		i18nLabel: 'Liveagent Chat Ended Message',
 		i18nDescription: 'Enter message to show to the user when liveagent ends chat session.',
 		required: true,
 	},

enum/Analytics.ts

@@ -4,10 +4,22 @@ export enum EventName {
 	ESCALATION_FAILED_DUE_TO_NO_LIVEAGENT_AVAILABLE = 'escalation_failed_due_to_no_liveagent_available',
 	ESCALATION_FAILED_DUE_TO_SALESFORCE_ERROR = 'escalation_failed_due_to_salesforce_error',
 	ESCALATION_FAILED_DUE_TO_NETWORK_OR_APP_ERROR = 'escalation_failed_due_to_network_or_app_error',
+	ESCALATION_FAILED_DUE_TO_LIVEAGENT_SESSION_ID_GENERATION_ERROR = 'escalation_failed_due_to_liveagent_session_id_generation_error',
+	ESCALATION_FAILED_DUE_TO_LIVEAGENT_CHAT_REQUEST_ERROR = 'escalation_failed_due_to_livechat_agent_response_error',
+	ESCALATION_FAILED_DUE_TO_LIVEAGENT_RESPONSE_CHECKING_ERROR = 'escalation_failed_due_to_liveagent_response_checking_error',
+	ESCALATION_FAILED_DUE_TO_LIVEAGENT_RESPONSE_ERROR = 'escalation_failed_due_to_liveagent_response_error',
+	ESCALATION_FAILED_DUE_TO_SALESFORCE_INTERNAL_FAILURE = 'escalation_due_to_salesforce_internal_failure',
+	ESCALATION_FAILED_DUE_TO_INVALID_APP_CONFIGURATION = 'escalation_failed_due_to_invalid_app_configuration',
 	ESCALATION_SUCCESSFUL = 'escalation_successful',
 	AGENT_TRANSFER_SUCCESSFUL = 'agent_transfer_successful',
 	CHAT_CLOSED_BY_AGENT = 'chat_closed_by_agent',
 	CHAT_CLOSED_BY_TIMEOUT = 'chat_closed_by_timeout',
+	CHAT_CLOSED_LIVEAGENT_SESSION_EXPIRED = 'chat_closed_live_agent_session_expired',
+	CHAT_CLOSED_LIVEAGENT_DISCONNECTED = 'chat_closed_live_agent_disconnected',
+	CHAT_CLOSED_UNKNOWN_ERROR_IN_CHECKING_AGENT_RESPONSE = 'chat_closed_unknown_error_in_checking_agent_response',
+	ESCALATION_FAILED_DUE_TO_ERROR_GETTING_SF_MESSAGES = 'escalation_failed_due_to_error_getting_sf_messages',
+	ESCALATION_FAILED_DUE_TO_SALESFORCE_CHAT_API_NOT_FOUND = 'escalation_failed_due_to_salesforce_chat_api_not_found',
+	CHAT_CLOSED_DUE_TO_EMPTY_MESSAGE_FROM_LIVEAGENT = 'chat_closed_due_to_empty_message_from_liveagent',
 }
 
 export enum EventCatagory {
@@ -46,6 +58,14 @@ export const Events: Record<string, IAnalyticsEvent> = {
 			failure_reason: 'network/app error in SF app',
 		},
 	},
+	[EventName.ESCALATION_FAILED_DUE_TO_SALESFORCE_CHAT_API_NOT_FOUND]: {
+		category: EventCatagory.ESCALATION,
+		eventType: EventType.SESSION,
+		action: 'failed',
+		properties: {
+			failure_reason: 'salesforce chat API not found',
+		},
+	},
 	[EventName.ESCALATION_SUCCESSFUL]: {
 		category: EventCatagory.ESCALATION,
 		eventType: EventType.SESSION,
@@ -55,6 +75,62 @@ export const Events: Record<string, IAnalyticsEvent> = {
 			sf_chat_key: '',
 		},
 	},
+	[EventName.ESCALATION_FAILED_DUE_TO_ERROR_GETTING_SF_MESSAGES]: {
+		category: EventCatagory.ESCALATION,
+		eventType: EventType.SESSION,
+		action: 'failed',
+		properties: {
+			failure_reason: 'unable to pull SF messages',
+		},
+	},
+	[EventName.ESCALATION_FAILED_DUE_TO_LIVEAGENT_SESSION_ID_GENERATION_ERROR]: {
+		category: EventCatagory.ESCALATION,
+		eventType: EventType.SESSION,
+		action: 'failed',
+		properties: {
+			failure_reason: 'liveagent session id error',
+		},
+	},
+	[EventName.ESCALATION_FAILED_DUE_TO_LIVEAGENT_CHAT_REQUEST_ERROR]: {
+		category: EventCatagory.ESCALATION,
+		eventType: EventType.SESSION,
+		action: 'failed',
+		properties: {
+			failure_reason: 'error in liveagent request',
+		},
+	},
+	[EventName.ESCALATION_FAILED_DUE_TO_LIVEAGENT_RESPONSE_CHECKING_ERROR]: {
+		category: EventCatagory.ESCALATION,
+		eventType: EventType.SESSION,
+		action: 'failed',
+		properties: {
+			failure_reason: 'error in checking liveagent response',
+		},
+	},
+	[EventName.ESCALATION_FAILED_DUE_TO_LIVEAGENT_RESPONSE_ERROR]: {
+		category: EventCatagory.ESCALATION,
+		eventType: EventType.SESSION,
+		action: 'failed',
+		properties: {
+			failure_reason: 'error in liveagent response',
+		},
+	},
+	[EventName.ESCALATION_FAILED_DUE_TO_SALESFORCE_INTERNAL_FAILURE]: {
+		category: EventCatagory.ESCALATION,
+		eventType: EventType.SESSION,
+		action: 'failed',
+		properties: {
+			failure_reason: 'salesforce internal failure',
+		},
+	},
+	[EventName.ESCALATION_FAILED_DUE_TO_INVALID_APP_CONFIGURATION]: {
+		category: EventCatagory.ESCALATION,
+		eventType: EventType.SESSION,
+		action: 'failed',
+		properties: {
+			failure_reason: 'invalid app configuration',
+		},
+	},
 	[EventName.AGENT_TRANSFER_SUCCESSFUL]: {
 		category: EventCatagory.AGENT_TRANSFER,
 		eventType: EventType.SESSION,
@@ -77,4 +153,36 @@ export const Events: Record<string, IAnalyticsEvent> = {
 			close_method: 'timeout',
 		},
 	},
+	[EventName.CHAT_CLOSED_LIVEAGENT_SESSION_EXPIRED]: {
+		category: EventCatagory.CHAT_SESSION,
+		eventType: EventType.SESSION,
+		action: 'closed',
+		properties: {
+			close_method: 'expired_session',
+		},
+	},
+	[EventName.CHAT_CLOSED_LIVEAGENT_DISCONNECTED]: {
+		category: EventCatagory.CHAT_SESSION,
+		eventType: EventType.SESSION,
+		action: 'closed',
+		properties: {
+			close_method: 'liveagent_disconnected',
+		},
+	},
+	[EventName.CHAT_CLOSED_UNKNOWN_ERROR_IN_CHECKING_AGENT_RESPONSE]: {
+		category: EventCatagory.CHAT_SESSION,
+		eventType: EventType.SESSION,
+		action: 'closed',
+		properties: {
+			close_method: 'unknown_error',
+		},
+	},
+	[EventName.CHAT_CLOSED_DUE_TO_EMPTY_MESSAGE_FROM_LIVEAGENT]: {
+		category: EventCatagory.CHAT_SESSION,
+		eventType: EventType.SESSION,
+		action: 'closed',
+		properties: {
+			close_method: 'empty message from liveagent',
+		},
+	},
 };

enum/CloseMessages.ts

@@ -0,0 +1,10 @@
+export enum CloseMessages {
+	CLOSED_BY_AGENT = 'Chat closed by livechat agent',
+	CLOSED_BY_VISITOR = 'Chat closed by visitor',
+	CLOSED_DUE_TO_TIMEOUT = 'Chat closed due to timeout',
+	LIVEAGENT_SESSION_EXPIRED = 'Liveagent session expired',
+	UNKNOWN_ERROR_IN_CHECKING_AGENT_RESPONSE = 'Unknown error occurred while checking for Liveagent chat request',
+	LIVEAGENT_DISCONNECTED = 'Liveagent disconnected',
+	CHAT_CLOSED_DUE_TO_ERROR_GETTING_SF_MESSAGES = 'Chat closed due to error getting SF messages',
+	NO_AGENT_AVAILABLE = 'No agent available',
+}

enum/ErrorLogs.ts

@@ -26,5 +26,7 @@ export enum ErrorLogs {
 	DIALOGFLOW_ERROR_SESSION = 'Error encountered in session. Triggering DIALOGFLOW_SESSION_ERROR_EVENT',
 	CHASITOR_TYPING_API_CALL_FAIL = 'Cannot successfully call ChasitorTyping/ChasitorNotTyping api.',
 	CHASITOR_SNEAKPEEK_API_CALL_FAIL = 'Cannot successfully call ChasitorSneakPeek api.',
+	ESCALATION_FAILED_DUE_TO_ERROR_GETTING_SF_MESSAGES = 'Failure getting Salesforce Messages',
 	QUEUE_TIME_NOT_SET = 'Start time for escalation queue has not been set',
+	LIVEAGENT_EMPTY_RESPONSE = 'Empty response from liveagent',
 }

enum/InfoLogs.ts

@@ -8,6 +8,7 @@ export enum InfoLogs {
 	MESSAGE_SENT_TO_LIVEAGENT = 'Message sent to Liveagent.',
 	LIVEAGENT_CURRENTLY_TYPING = 'Liveagent currently typing.',
 	LIVEAGENT_ACCEPTED_CHAT_REQUEST = 'Chat request accepted by Liveagent.',
+	LIVEAGENT_DISCONNECTED = 'Liveagent Disconnected.',
 	SUCCESSFULLY_RECEIVED_LIVEAGENT_RESPONSE = 'Successfully received Liveagent Response.',
 	HANDOVER_ENDPOINT_REQUEST_RECEIVED = 'Handover endpoint request received',
 	AVAILABILITY_ENDPOINT_REQUEST_RECEIVED = 'Availability endpoint request received',

handlers/InitiateSalesforceSessionHandler.ts

@@ -52,7 +52,11 @@ export class InitiateSalesforceSession {
 		} catch (error) {
 			await sendDebugLCMessage(this.read, this.modify, this.data.room, ErrorLogs.SALESFORCE_CHAT_API_NOT_FOUND, this.data.agent);
 			console.error(ErrorLogs.SALESFORCE_CHAT_API_NOT_FOUND, error);
-			await checkAgentStatusDirectCallback.checkAgentStatusCallbackError(technicalDifficultyMessage);
+			await checkAgentStatusDirectCallback.checkAgentStatusCallbackError(
+				technicalDifficultyMessage,
+				ErrorLogs.SALESFORCE_CHAT_API_NOT_FOUND,
+				EventName.ESCALATION_FAILED_DUE_TO_SALESFORCE_CHAT_API_NOT_FOUND,
+			);
 			return;
 		}
 
@@ -105,20 +109,6 @@ export class InitiateSalesforceSession {
 					};
 					Object.keys(handoverFailure).forEach((prop) => handoverFailure[prop] === undefined && delete handoverFailure[prop]);
 					console.error('Failed to handover', JSON.stringify(handoverFailure));
-
-					let errorEventName: EventName;
-					switch (errorMessage) {
-						case ErrorLogs.ALL_LIVEAGENTS_UNAVAILABLE:
-							errorEventName = EventName.ESCALATION_FAILED_DUE_TO_NO_LIVEAGENT_AVAILABLE;
-							break;
-						case ErrorLogs.APP_CONFIGURATION_INVALID:
-						case ErrorLogs.SALESFORCE_INTERNAL_FAILURE:
-							errorEventName = EventName.ESCALATION_FAILED_DUE_TO_SALESFORCE_ERROR;
-							break;
-						default:
-							errorEventName = EventName.ESCALATION_FAILED_DUE_TO_NETWORK_OR_APP_ERROR;
-					}
-					this.modify.getAnalytics().sendEvent(getEventData(roomId, errorEventName));
 				};
 
 				await sendChatRequest(
@@ -192,7 +182,11 @@ export class InitiateSalesforceSession {
 												this.read,
 												AppSettingId.NO_LIVEAGENT_AGENT_AVAILABLE_MESSAGE,
 											);
-											await checkAgentStatusDirectCallback.checkAgentStatusCallbackError(NoLiveagentAvailableMessage);
+											await checkAgentStatusDirectCallback.checkAgentStatusCallbackError(
+												NoLiveagentAvailableMessage,
+												ErrorLogs.ALL_LIVEAGENTS_UNAVAILABLE,
+												EventName.ESCALATION_FAILED_DUE_TO_NO_LIVEAGENT_AVAILABLE,
+											);
 											break;
 
 										case 'NoPost':
@@ -205,7 +199,11 @@ export class InitiateSalesforceSession {
 												ErrorLogs.APP_CONFIGURATION_INVALID,
 												this.data.agent,
 											);
-											await checkAgentStatusDirectCallback.checkAgentStatusCallbackError(technicalDifficultyMessage);
+											await checkAgentStatusDirectCallback.checkAgentStatusCallbackError(
+												technicalDifficultyMessage,
+												ErrorLogs.APP_CONFIGURATION_INVALID,
+												EventName.ESCALATION_FAILED_DUE_TO_INVALID_APP_CONFIGURATION,
+											);
 											break;
 
 										case 'InternalFailure':
@@ -218,7 +216,11 @@ export class InitiateSalesforceSession {
 												ErrorLogs.SALESFORCE_INTERNAL_FAILURE,
 												this.data.agent,
 											);
-											await checkAgentStatusDirectCallback.checkAgentStatusCallbackError(technicalDifficultyMessage);
+											await checkAgentStatusDirectCallback.checkAgentStatusCallbackError(
+												technicalDifficultyMessage,
+												ErrorLogs.SALESFORCE_INTERNAL_FAILURE,
+												EventName.ESCALATION_FAILED_DUE_TO_SALESFORCE_INTERNAL_FAILURE,
+											);
 											break;
 
 										default:
@@ -231,7 +233,11 @@ export class InitiateSalesforceSession {
 												ErrorLogs.UNKNOWN_ERROR_IN_CHECKING_AGENT_RESPONSE,
 												this.data.agent,
 											);
-											await checkAgentStatusDirectCallback.checkAgentStatusCallbackError(technicalDifficultyMessage);
+											await checkAgentStatusDirectCallback.checkAgentStatusCallbackError(
+												technicalDifficultyMessage,
+												ErrorLogs.UNKNOWN_ERROR_IN_CHECKING_AGENT_RESPONSE,
+												EventName.ESCALATION_FAILED_DUE_TO_LIVEAGENT_RESPONSE_CHECKING_ERROR,
+											);
 											break;
 									}
 								} else {
@@ -264,7 +270,11 @@ export class InitiateSalesforceSession {
 									`${ErrorLogs.GETTING_LIVEAGENT_RESPONSE_ERROR}: ${error}`,
 									this.data.agent,
 								);
-								await checkAgentStatusDirectCallback.checkAgentStatusCallbackError(technicalDifficultyMessage);
+								await checkAgentStatusDirectCallback.checkAgentStatusCallbackError(
+									technicalDifficultyMessage,
+									ErrorLogs.GETTING_LIVEAGENT_RESPONSE_ERROR,
+									EventName.ESCALATION_FAILED_DUE_TO_LIVEAGENT_RESPONSE_ERROR,
+								);
 							});
 					})
 					.catch(async (error) => {
@@ -277,7 +287,11 @@ export class InitiateSalesforceSession {
 							`${ErrorLogs.SENDING_LIVEAGENT_CHAT_REQUEST_ERROR}: ${error}`,
 							this.data.agent,
 						);
-						await checkAgentStatusDirectCallback.checkAgentStatusCallbackError(technicalDifficultyMessage);
+						await checkAgentStatusDirectCallback.checkAgentStatusCallbackError(
+							technicalDifficultyMessage,
+							ErrorLogs.SENDING_LIVEAGENT_CHAT_REQUEST_ERROR,
+							EventName.ESCALATION_FAILED_DUE_TO_LIVEAGENT_CHAT_REQUEST_ERROR,
+						);
 					});
 			})
 			.catch(async (error) => {
@@ -290,7 +304,11 @@ export class InitiateSalesforceSession {
 					`${ErrorLogs.GENERATING_LIVEAGENT_SESSION_ID_ERROR}: ${error}`,
 					this.data.agent,
 				);
-				await checkAgentStatusDirectCallback.checkAgentStatusCallbackError(technicalDifficultyMessage);
+				await checkAgentStatusDirectCallback.checkAgentStatusCallbackError(
+					technicalDifficultyMessage,
+					ErrorLogs.GENERATING_LIVEAGENT_SESSION_ID_ERROR,
+					EventName.ESCALATION_FAILED_DUE_TO_LIVEAGENT_SESSION_ID_GENERATION_ERROR,
+				);
 			});
 	}
 

handlers/LiveAgentSessionHandler.ts

@@ -4,13 +4,16 @@ import { ILivechatEventContext } from '@rocket.chat/apps-engine/definition/livec
 import { ILivechatRoom } from '@rocket.chat/apps-engine/definition/livechat/ILivechatRoom';
 import { IMessage } from '@rocket.chat/apps-engine/definition/messages';
 import { IUser } from '@rocket.chat/apps-engine/definition/users';
+import { EventName } from '../enum/Analytics';
 import { AppSettingId } from '../enum/AppSettingId';
+import { CloseMessages } from '../enum/CloseMessages';
 import { ErrorLogs } from '../enum/ErrorLogs';
 import { InfoLogs } from '../enum/InfoLogs';
 import { getError } from '../helperFunctions/Log';
 import { getRoomAssoc, retrievePersistentTokens } from '../helperFunctions/PersistenceHelpers';
 import { getSalesforceChatAPIEndpoint, sendMessages } from '../helperFunctions/SalesforceAPIHelpers';
 import { HandleEndChatCallback } from '../helperFunctions/subscribeHelpers/SalesforceAgentAssignedHelpers/HandleEndChatCallback';
+import { getEventData } from '../lib/Analytics';
 import { getAppSettingValue } from '../lib/Settings';
 
 export class LiveAgentSession {
@@ -65,7 +68,8 @@ export class LiveAgentSession {
 								assoc,
 								'',
 							);
-							handleEndChatCallback.handleEndChat();
+							this.modify.getAnalytics().sendEvent(getEventData(this.message.room.id, EventName.CHAT_CLOSED_LIVEAGENT_SESSION_EXPIRED));
+							handleEndChatCallback.handleEndChat(CloseMessages.LIVEAGENT_SESSION_EXPIRED);
 							return;
 						}
 						console.log(InfoLogs.MESSAGE_SENT_TO_LIVEAGENT);

handlers/SalesforceAgentAssignedHandler.ts

@@ -41,7 +41,6 @@ export class SalesforceAgentAssigned {
 			return;
 		}
 		const LAChatEndedMessage: string = await getAppSettingValue(this.read, AppSettingId.LIVEAGENT_CHAT_ENDED_MESSAGE);
-
 		const connectedToAgentMessage = `${InfoLogs.CONNECTING_TO_SALESFORCE_LIVEAGENT} ${salesforceAgentName}.`;
 		await sendLCMessage(this.read, this.modify, this.data.room, connectedToAgentMessage, this.data.agent);
 

helperFunctions/subscribeHelpers/InitiateSalesforceSessionHelpers/CheckAgentStatusCallback.ts

@@ -1,8 +1,10 @@
 import { IHttp, IModify, IPersistence, IRead } from '@rocket.chat/apps-engine/definition/accessors';
 import { IApp } from '@rocket.chat/apps-engine/definition/IApp';
 import { ILivechatEventContext } from '@rocket.chat/apps-engine/definition/livechat';
+import { EventName } from '../../../enum/Analytics';
 import { AppSettingId } from '../../../enum/AppSettingId';
 import { getRoomAssoc } from '../../../helperFunctions/PersistenceHelpers';
+import { getEventData } from '../../../lib/Analytics';
 import { getAppSettingValue } from '../../../lib/Settings';
 import { updateRoomCustomFields } from '../../RoomCustomFieldsHelper';
 import { HandleEndChatCallback } from '../SalesforceAgentAssignedHelpers/HandleEndChatCallback';
@@ -18,7 +20,7 @@ export class CheckAgentStatusCallback {
 		private technicalDifficultyMessage: string,
 	) {}
 
-	public async checkAgentStatusCallbackError(error: string) {
+	public async checkAgentStatusCallbackError(error: string, closeMessage: string, eventName?: EventName) {
 		const assoc = getRoomAssoc(this.data.room.id);
 
 		const NoLiveagentAvailableMessage: string = await getAppSettingValue(this.read, AppSettingId.NO_LIVEAGENT_AGENT_AVAILABLE_MESSAGE);
@@ -39,8 +41,10 @@ export class CheckAgentStatusCallback {
 			assoc,
 			this.technicalDifficultyMessage,
 		);
-
-		await handleEndChatCallback.handleEndChat();
+		if (eventName) {
+			this.modify.getAnalytics().sendEvent(getEventData(this.data.room.id, eventName));
+		}
+		await handleEndChatCallback.handleEndChat(closeMessage);
 		return;
 	}
 }