base-config.yaml

# The room ID of the control room.
control_room: null

# If a new user joins the room within this many seconds of the previous
# user joining, the bot won't send another user-welcome message.
new_user_cooldown: 10
# If a new message is sent in a case room with no agents within this many
# seconds of the previous message, the bot won't re-send the notification
# to the control room.
new_message_cooldown: 60

# Content to prepend to all message templates.
template_prepend: |
    {% macro unmention(text) -%}
        {{ text|join("\u2063") }}
    {%- endmacro %}
    {% macro pill(user_id, displayname=None) -%}
        [{{ unmention(displayname or user_id) }}](https://matrix.to/#/{{ user_id }})
    {%- endmacro %}
    {% macro case_text(case, is_new=False) -%}
        {% if is_new -%}
            New case
        {%- else -%}
            Case
        {%- endif -%}
        {%- if case.user_id -%}
            {% if case.room_name and case.room_name != case.displayname -%}
                : **{{ case.room_name }}** (from {{ pill(case.user_id, case.displayname) }})
            {%- else -%}
                {# space adder #} from {{ pill(case.user_id, case.displayname) }}
            {%- endif %}
        {%- else -%}
            : **{{ case.room_name }}** ({{ pill(case.id, case.room_name) }})
        {%- endif %}
    {%- endmacro %}

# Message templates.
templates:
    welcome: |-
        Thank you for contacting us. A support agent will be with you shortly.

        Please note that chat history is logged. By sending messages, you are
        consenting to be recorded.
    new_user: |-
        Hello {{ pill(evt.state_key) }}, please note that chat history is
        logged. By sending messages, you are consenting to be recorded.
    invite_error: Failed to handle invite from {{ pill(evt.sender) }}.
    new_case: |-
        {{ case_text(case, is_new=True) }}.

        👍️ this message to claim the case.
    case_message: |-
        {{ case_text(case) }} has new message, but no agents are in
        the room.

        👍️ this message to claim the case.
    case_accepted: |-
        {{ case_text(case) }} accepted by {{ pill(evt.sender, sender_displayname) }}.
    case_status: |-
        {{ case_text(case) }}.

        {% if agents %}
        Agents in room:

        {% for agent, profile in agents.items() -%}
            - {{ pill(agent, profile.displayname) }}
        {% endfor %}
        {% else -%}
            No agents in room.
        {%- endif %}
    case_closed: |-
        Case from {{ pill(case.user_id, case.displayname) }} closed: user left the room.