Automated ending of idle chat

[rasmusei]

AS A Bürokratt I WANT TO end idle chats under active chats automatically SO THAT CSAs don't have to deal with active chat without End User being present

Acceptance Criteria

• [x] By End User activity, only actions towards Bürokratt are tracked (send chat, authentication, etc); tracking of mouse movement, etc is prohibited
• [x] When no activity from End User for 30 minutes (edit 2.10: agreed to be changed to 15 min in comment below), then End User is displayed dialog box with question "Kas soovid vestlust jätkata" with 2 options 1) "Jah" - yes 2) "Ei" - no. Repeated action in every inactive 30 minutes.
• [x] When option 1 is chosen then chat will continue
• [x] When option 2 is chosen then CSA will be notified that chat will be ended. Notification text "Klient lahkus vestlusest, vestlus lõpeb". End User will be displayed confirmation dialogue box according to #34
• [x] When End User is not responding to the dialog box question for 1 minute, CSA will be notified that chat will be ended and chat will be ended. Notification text "Klient lahkus vestlusest, vestlus lõpeb". Chat will have status 3 from #32.

GUI

Generic

• [ ] Interval is a configurable value
• [ ] https://github.com/buerokratt/Chat-Widget for End User's chat widget
• [ ] https://github.com/buerokratt/Buerokratt-Chatbot for CSA's chat widget

End User

• [ ] Counting an interval starts when a message is sent by End User to back-end
• [ ] Dialog box is prompted for End User after a pre-defined interval
• [ ] Interval is reset if End User chooses to continue with the chat session
• [ ] Automatic trigger to end chat session after the interval as run to 0
• [ ] Manual trigger (button) to end the chat session

CSA

• [ ] SSE connection to fetch a list of active chats
• [ ] Manual event to refresh a list of active chats
• [ ] GUI validates the last known hash of active chats against the new one
• [ ] GUI makes a new request to fetch the list of active chats only if the hashes above don't match

[helemand]

GUI can determine whether there has or has not been any activity and cs-end-chat and end-chat endpoints can be called to end chat.cs-end-chat for when the end user is not responding and end-chat for when end user decides to end chat.

[sergeirudz]

PR: https://github.com/buerokratt/Chat-Widget/pull/15

[MarkusVeltri]

When option 2 is chosen, the chat box closes immediately and if CSA wants to see the notification text, they would need to go to ajalugu and reopen the chat from there. I would suggest that for the CSA chat would stay open for 3-5 seconds.

[1AhmedYasser]

When option 2 is chosen, the chat box closes immediately and if CSA wants to see the notification text, they would need to go to ajalugu and reopen the chat from there. I would suggest that for the CSA chat would stay open for 3-5 seconds.

@MarkusVeltri Could you please provide screen shots or steps to reproduce the same situation on my side to pin point exactly what is happening so i can make the suggested changes

Thank you

[MarkusVeltri]

1. User choses option 2, to leave the conversation without an answer.

2. For CSA the chat immediately disappears.

3. If the CSA wants to see whether the customer left with or without getting an answer, they will have to go to ajalugu and open up that specific chat.

It would be good to see if the customer got the answer they wanted so having the chat open for a couple seconds after they leave is helpful.

Hope this helps to clarify things

[1AhmedYasser]

@MarkusVeltri Thank you so much for the clarification, will take it on from here

[MarkusVeltri]

BUG

1. If End User does not respond to the dialog box the chat for 1 minute, then the chat still stays open.
2. If End User does not respond to the dialog box within 1 minute it should automatically close.
3. The dialog box stays open for the End User for indefinite amount of time.
4. After asking for teenindaja from the chat widget, click on the cross on the top right of the chat widget witch opens up the dialog box with three options and then wait. Also for the CSA it only shows 2 reasons why End User left: 1) and 2), but that is an issue relating to #32 .

5. 

[MarkusVeltri]

Tested and done.

[MarkusVeltri]

BUG- @1AhmedYasser

1. The problem right now is that the dialog box with the question("Kas soovid vestlust jätkata" with 2 options 1) "Jah" - yes 2) "Ei" - no) pops up every minute.

2. How it should be, when there is no activity from End User for 15 minutes, then End User is displayed dialog box with question "Kas soovid vestlust jätkata" with 2 options 1) "Jah" - yes 2) "Ei" - no.

3. Problem in detail, End User dialog box appears too soon, it should be at least 15 minutes.

4. As End User hold chat open for 1 minute.

5. 

[1AhmedYasser]

@MarkusVeltri Modified Idle time to be 15 minutes

Note: Idle time constant can be changed from here https://github.com/buerokratt/Chat-Widget/blob/main/src/constants.ts#L26

[MarkusVeltri]

is good now

[janinakimtrohlev]

BUG - Right now when End User is not responding to the dialog question it is still open, until End User close by himself or went away from page. It should be : When End User is not responding to the dialog box question for 1 minute, CSA will be notified that chat will be ended and chat will be ended. Notification text "Klient lahkus vestlusest, vestlus lõpeb". Chat will have status 3 from https://github.com/buerokratt/Buerokratt-Chatbot/issues/32.

[1AhmedYasser]

BUG - Right now when End User is not responding to the dialog question it is still open, until End User close by himself or went away from page. It should be : When End User is not responding to the dialog box question for 1 minute, CSA will be notified that chat will be ended and chat will be ended. Notification text "Klient lahkus vestlusest, vestlus lõpeb". Chat will have status 3 from #32.

@janinakimtrohlev your comment is saying that if the user is idle for 1 min i should automatically end the chat with the appropriate status

@MarkusVeltri your comment is saying is when there is no activity from End User for 15 minutes, then End User is displayed dialog box with question "Kas soovid vestlust jätkata" with 2 options 1) "Jah" - yes 2) "Ei" - no.

@janinakimtrohlev your comment is conflicting with https://github.com/buerokratt/Buerokratt-Chatbot/issues/6#issuecomment-1713518135, The current logic is, if the user is not responding for 15 mins then a dialog appears to the user asking him if he want to continue the chat or not, @janinakimtrohlev @MarkusVeltri please agree on the logic with @rasmusei and @PaulaMerle

[PaulaMerle]

@1AhmedYasser This needs to work according to task ACs described above.

1. When end-user is inactive for 15 minutes, dialog box with question is displayed (yes or no)
2. If end-user will not respond to the dialog box questions during 1 min, bot closes the chat automatically with status 3) "Klient lahkus määramata põhjustel" (unspecified reasons).

[1AhmedYasser]

When

Got it, so when if the user is in active for 15 mins the dialog box appears with the questions, and if the user didn't answer the dialog within 1 min then the chat is automatically ended with the appropriate status 👌

[1AhmedYasser]

@janinakimtrohlev @PaulaMerle Added A Fix, Now if the user is idle for 15 minutes then the dialog box appears with the questions and if the user didn't respond to the dialog within 1 minute then the chat will be ended automatically

[janinakimtrohlev]

Tested chat automatically ask after 15 minutes not responding and after that when in 1 minute there is no answer chat closes. But right now chats history don't work so When it works I check with which status it will close.

[janinakimtrohlev]

Close, because it is similar to task #34