Adjust postSurveyInit and postSurveyListener to make them work with the new bot by gpaoloni · Pull Request #492 · techmatters/serverless

gpaoloni · 2023-07-19T00:14:56Z

Description

This PR adapts the post survey flow to work properly with Lex, while also integrating it into the channel capture used for other kinds of Lex conversations.

The most relevant changes in this PR are:

All function and logic around capturing chat channels is contained in functions/channelCapture.
channelCapture/channelCaptureHandlers is the function where the core of this code lives. The code here is grouped like:
- Trigger types and capture handlers, exposed via handleChannelCapture:
  Since both, pre survey and post survey are captures, we need to expose at least two kinds of triggers when capturing. There are several operations that both kinds of triggers share and are essential to the channel capture, which includes:
  - Creating a "control task", which will shut down the channel if the survey is never completed. This prevents channels going "stale".
  - Removing studio type webhooks, so the interactions with the bot don't execute the Studio Flow again.
  - Updating the chat channel with the information about the capture: bot, what action to perform after the survey is completed, where to store the bot memory, if there should be a flag set in the channel once the survey is complete.
  - Adding chatbotCallback function as a webhook invoked on message sent. This webhooks will exchange messages between the user and the Lex bot, and will "handle the channel release" once the survey is done (next section).
    The two different triggers are:
  - withUserMessage that takes a message already sent to the channel (usually from the child) and redirects it as it is to the Lex bot. From here user and chatbot exchange messages via webhook.
  - withNextMessage that takes a message that does not exists in the channel (this could be optional), sends it to the channel and only then creates the connection with the chatbot. This will leave the channel in a state where the next message will be the first to exchange with Lex, and from there the flow is the same as the above item.
- Another important piece of the integration is the "release type", which refers to the action that should be performed when the survey ends and the channel is release. Here we also have two types of release handlers:
  - triggerStudioFlow release means once the survey is done, we'll create a new studio trigger and then send the last message from the bot. This results in the channel making it all the way into the Studio Flow. To prevent going into the same execution branch, we'll also set a "on release channel flag", e.g. preSurveyComplete, so we can make channels avoid survey if it was already completed. This is the release handler that we'll generally use for pre surveys, language selector bots or any other "information gathering survey" that needs the channel to be kept active after it completes.
  - postSurveyComplete is a unique kind of trigger, since this is always the last step in the life-cycle of a chat channel. Here we will save the post survey results in task attributes (insights) and in HRM.
channelCapture/captureChannelWithBot function is just a wrapper around the above to expose the channel capture. It is intended to be called from Studio Flows primarily.
channelCapture/chatbotCallback is the webhook used to exchange messages with the Lex bots. Here we'll "release the channel" when the conversation with the bot ends, saving the bot's memory in the channel attributes and calling the appropriate release handler.

Other changes in this PR include:

Post survey code adapted to consume Lex memory.
Post survey will be fired using the new Lex channel capture if enable_lex feature flag is on. Also post surveys will be triggered for custom channels now.
In taskrouterListeners/janitorListener, prevent the janitor cleanup the channel for custom channels if the task is a capture control task. If it's pertinent to cleanup the channel for this case, that should be done in the isCleanupBotCapture case, not isCleanupCustomChannel.

Checklist

Corresponding issue has been opened (here and here)
New tests added

Verification steps

Deploy this code to Aselo development
Start a new webchat or Instagram contact
Confirm that pre survey takes place
After the contact is ended by the counselor, confirm that post survey takes place

…gic, http handler and webhook)

…t survey complete

…pture control tasks

murilovmachado

Looks excelent, Gian! Just a few minor questions 🚀

murilovmachado · 2023-07-20T17:33:22Z

functions/channelCapture/channelCaptureHandlers.private.ts

+type HandleChannelCaptureParams = {
+  channelSid: string; // The channel to capture (in Studio Flow, flow.channel.address)
+  message: string; // The triggering message (in Studio Flow, trigger.message.Body)
+  language: string; // (in Studio Flow, {{trigger.message.ChannelAttributes.pre_engagement_data.language | default: 'en-US'}} )
+  botSuffix: string;
+  triggerType: TriggerTypes;
+  releaseType: ReleaseTypes;
+  studioFlowSid?: string; // The Studio Flow sid. Needed to trigger an API type execution once the channel is released. (in Studio Flow, flow.flow_sid)
+  memoryAttribute?: string; // Where in the channel attributes we want to save the bot's memory (allows usage of multiple bots in same channel)
+  releaseFlag?: string; // The flag we want to set true in the channel attributes when the channel is released
+  additionControlTaskAttributes?: string; // Optional attributes to include in the control task, in the string representation of a JSON
+  controlTaskTTL?: number;
+};


I think you have this same time defined somewhere else, right?
Can't we local import types in this repo? It may work, but I'm not sure.

murilovmachado · 2023-07-20T17:52:58Z

functions/postSurveyComplete.protected.ts

 const saveSurveyInHRM = async (
  postSurveyConfigJson: OneToManyConfigSpec[],
-  memory: BotMemory,
+  memory: AutopilotMemory,
  surveyTask: TaskInstance,
  surveyTaskAttributes: any,
  hrmBaseUrl: string,


This means we continue saving memory (in hrm and insights) in the Autopilot format, right?

In particular this part right here means that saveSurveyInHRM function in functions/postSurveyComplete.protected.ts will use Autopilot format, but I duplicated the same functions for HRM and Insights in /channelCapture/channelCaptureHandlers.private.ts, since the first ones will be removed soon (once we are all in Lex).

murilovmachado · 2023-07-20T17:56:41Z

functions/postSurveyInit.ts

+      const result = await postSurveyInitHandler(context, {
+        channelSid,
+        taskSid,
+        taskLanguage: taskLanguage || 'en-US',
+      });


Just a question: Would it make sense to move the fallback en-US to Studio? I think this fallback hardcoded here wouldn't be very useful for helplines that don't operate in English, for example.

stephenhand

Initial look over LGTM, will probably revisit another time or 2 just to make sure I fully understand it but you're good to merge for me

stephenhand · 2023-07-25T13:07:12Z

functions/channelCapture/channelCaptureHandlers.private.ts

@@ -0,0 +1,531 @@
+/* eslint-disable global-require */


I like this approach, we can extend it to be a full multicast event system in the future if we ever need to.

gpaoloni added 6 commits July 14, 2023 18:20

Modified helpers to support chatbot capture refactor

0c99980

Added module channelCapture where all the code related is grouped (lo…

de6db1c

…gic, http handler and webhook)

Adapted post survey init to new format, support changes in legacy pos…

c65e28a

…t survey complete

Modified janitorListener to avoid shutting down channel because of ca…

48299a7

…pture control tasks

Moved service user addition to a single channel update, fixed issues

49d4328

Avoid firing post survey from control tasks, fixed references errors

a93cc57

gpaoloni requested review from murilovmachado and stephenhand July 19, 2023 17:47

gpaoloni assigned murilovmachado and stephenhand Jul 19, 2023

Renamed trigger types

796e23b

murilovmachado approved these changes Jul 20, 2023

View reviewed changes

gpaoloni added 3 commits July 24, 2023 17:28

Added tests for chatbotCallback

3a08514

Removed old tests

5b01393

Fixed/Added janitorListener tests

2499863

stephenhand approved these changes Jul 25, 2023

View reviewed changes

gpaoloni added 3 commits July 25, 2023 16:41

Fixed post survey listener tests

e82e569

PR feedback

5bcc246

Fixed TS error

a34fba5

gpaoloni changed the title ~~Gian chi 1795~~ Adjust postSurveyInit and postSurveyListener to make them work with the new bot Jul 25, 2023

gpaoloni merged commit 90f115e into gian_CHI-175-lex Jul 25, 2023

gpaoloni deleted the gian_CHI-1795 branch July 25, 2023 20:36

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Adjust postSurveyInit and postSurveyListener to make them work with the new bot#492

Adjust postSurveyInit and postSurveyListener to make them work with the new bot#492
gpaoloni merged 13 commits intogian_CHI-175-lexfrom
gian_CHI-1795

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gpaoloni commented Jul 19, 2023 • edited Loading Uh oh! There was an error while loading. Please reload this page.

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Description

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gpaoloni commented Jul 19, 2023 •

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