feat(Omnichannel): System messages in transcripts (#32752)

.changeset/new-scissors-love.md

@@ -0,0 +1,12 @@
+---
+'@rocket.chat/omnichannel-services': minor
+'@rocket.chat/pdf-worker': minor
+'@rocket.chat/core-services': minor
+'@rocket.chat/model-typings': minor
+'@rocket.chat/i18n': minor
+'@rocket.chat/meteor': minor
+---
+
+Added system messages support for Omnichannel PDF transcripts and email transcripts. Currently these transcripts don't render system messages and is shown as an empty message in PDF/email. This PR adds this support for all valid livechat system messages.
+
+Also added a new setting under transcripts, to toggle the inclusion of system messages in email and PDF transcripts.

.changeset/weak-pets-talk.md

@@ -0,0 +1,7 @@
+---
+'@rocket.chat/omnichannel-services': patch
+'@rocket.chat/core-services': patch
+'@rocket.chat/meteor': patch
+---
+
+Reduced time on generation of PDF transcripts. Earlier Rocket.Chat was fetching the required translations everytime a PDF transcript was requested, this process was async and was being unnecessarily being performed on every pdf transcript request. This PR improves this and now the translations are loaded at the start and kept in memory to process further pdf transcripts requests. This reduces the time of asynchronously fetching translations again and again.

apps/meteor/app/livechat/server/lib/sendTranscript.ts

@@ -17,6 +17,7 @@ import { i18n } from '../../../../server/lib/i18n';
 import { FileUpload } from '../../../file-upload/server';
 import * as Mailer from '../../../mailer/server/api';
 import { settings } from '../../../settings/server';
+import { MessageTypes } from '../../../ui-utils/lib/MessageTypes';
 import { getTimezone } from '../../../utils/server/lib/getTimezone';
 
 const logger = new Logger('Livechat-SendTranscript');
@@ -63,6 +64,7 @@ export async function sendTranscript({
 	}
 
 	const showAgentInfo = settings.get<boolean>('Livechat_show_agent_info');
+	const showSystemMessages = settings.get<boolean>('Livechat_transcript_show_system_messages');
 	const closingMessage = await Messages.findLivechatClosingMessage(rid, { projection: { ts: 1 } });
 	const ignoredMessageTypes: MessageTypesValues[] = [
 		'livechat_navigation_history',
@@ -71,12 +73,14 @@ export async function sendTranscript({
 		'livechat-close',
 		'livechat-started',
 		'livechat_video_call',
+		'omnichannel_priority_change_history',
 	];
 	const acceptableImageMimeTypes = ['image/jpeg', 'image/png', 'image/jpg'];
 	const messages = await Messages.findVisibleByRoomIdNotContainingTypesBeforeTs(
 		rid,
 		ignoredMessageTypes,
 		closingMessage?.ts ? new Date(closingMessage.ts) : new Date(),
+		showSystemMessages,
 		{
 			sort: { ts: 1 },
 		},
@@ -98,7 +102,18 @@ export async function sendTranscript({
 			author = showAgentInfo ? message.u.name || message.u.username : i18n.t('Agent', { lng: userLanguage });
 		}
 
-		let messageContent = message.msg;
+		const isSystemMessage = MessageTypes.isSystemMessage(message);
+		const messageType = isSystemMessage && MessageTypes.getType(message);
+
+		let messageContent = messageType
+			? `<i>${i18n.t(
+					messageType.message,
+					messageType.data
+						? { ...messageType.data(message), interpolation: { escapeValue: false } }
+						: { interpolation: { escapeValue: false } },
+			  )}</i>`
+			: message.msg;
+
 		let filesHTML = '';
 
 		if (message.attachments && message.attachments?.length > 0) {

apps/meteor/server/models/raw/Messages.ts

@@ -364,6 +364,7 @@ export class MessagesRaw extends BaseRaw<IMessage> implements IMessagesModel {
 		roomId: IRoom['_id'],
 		types: IMessage['t'][],
 		ts: Date,
+		showSystemMessages: boolean,
 		options?: FindOptions<IMessage>,
 		showThreadMessages = true,
 	): FindCursor<IMessage> {
@@ -389,6 +390,10 @@ export class MessagesRaw extends BaseRaw<IMessage> implements IMessagesModel {
 			query.t = { $nin: types };
 		}
 
+		if (!showSystemMessages) {
+			query.t = { $exists: false };
+		}
+
 		return this.find(query, options);
 	}
 
@@ -424,14 +429,25 @@ export class MessagesRaw extends BaseRaw<IMessage> implements IMessagesModel {
 		return this.find(query, options);
 	}
 
-	findLivechatMessagesWithoutClosing(rid: IRoom['_id'], options?: FindOptions<IMessage>): FindCursor<IMessage> {
-		return this.find(
-			{
-				rid,
-				t: { $exists: false },
-			},
-			options,
-		);
+	findLivechatMessagesWithoutTypes(
+		rid: IRoom['_id'],
+		ignoredTypes: IMessage['t'][],
+		showSystemMessages: boolean,
+		options?: FindOptions<IMessage>,
+	): FindCursor<IMessage> {
+		const query: Filter<IMessage> = {
+			rid,
+		};
+
+		if (ignoredTypes.length > 0) {
+			query.t = { $nin: ignoredTypes };
+		}
+
+		if (!showSystemMessages) {
+			query.t = { $exists: false };
+		}
+
+		return this.find(query, options);
 	}
 
 	async setBlocksById(_id: string, blocks: Required<IMessage>['blocks']): Promise<void> {

apps/meteor/server/services/translation/service.ts

@@ -17,8 +17,8 @@ export class TranslationService extends ServiceClassInternal implements ITransla
 	}
 
 	// Use translateText when you already know the language, or want to translate to a predefined language
-	translateText(text: string, targetLanguage: string): Promise<string> {
-		return Promise.resolve(i18n.t(text, { lng: targetLanguage }));
+	translateText(text: string, targetLanguage: string, args?: Record<string, string>): Promise<string> {
+		return Promise.resolve(i18n.t(text, { lng: targetLanguage, ...args }));
 	}
 
 	// Use translate when you want to translate to the user's language, or server's as a fallback
@@ -28,9 +28,18 @@ export class TranslationService extends ServiceClassInternal implements ITransla
 		return this.translateText(text, language);
 	}
 
-	async translateToServerLanguage(text: string): Promise<string> {
+	async translateToServerLanguage(text: string, args?: Record<string, string>): Promise<string> {
 		const language = await this.getServerLanguageCached();
 
-		return this.translateText(text, language);
+		return this.translateText(text, language, args);
+	}
+
+	async translateMultipleToServerLanguage(keys: string[]): Promise<Array<{ key: string; value: string }>> {
+		const language = await this.getServerLanguageCached();
+
+		return keys.map((key) => ({
+			key,
+			value: i18n.t(key, { lng: language, fallbackLng: 'en' }),
+		}));
 	}
 }

apps/meteor/server/settings/omnichannel.ts

@@ -412,6 +412,13 @@ export const createOmniSettings = () =>
 			enableQuery: omnichannelEnabledQuery,
 		});
 
+		await this.add('Livechat_transcript_show_system_messages', false, {
+			type: 'boolean',
+			group: 'Omnichannel',
+			public: true,
+			enableQuery: omnichannelEnabledQuery,
+		});
+
 		await this.add('Livechat_transcript_message', '', {
 			type: 'string',
 			group: 'Omnichannel',

ee/packages/omnichannel-services/jest.config.ts

@@ -0,0 +1,9 @@
+export default {
+	preset: 'ts-jest',
+	errorOnDeprecated: true,
+	testEnvironment: 'jsdom',
+	modulePathIgnorePatterns: ['<rootDir>/dist/'],
+	moduleNameMapper: {
+		'\\.css$': 'identity-obj-proxy',
+	},
+};

ee/packages/omnichannel-services/package.json

@@ -22,6 +22,7 @@
 		"@rocket.chat/string-helpers": "~0.31.25",
 		"@rocket.chat/tools": "workspace:^",
 		"@types/node": "^14.18.63",
+		"date-fns": "^2.28.0",
 		"ejson": "^2.2.3",
 		"emoji-toolkit": "^7.0.1",
 		"eventemitter3": "^4.0.7",

ee/packages/omnichannel-services/src/OmnichannelTranscript.fixtures.ts

@@ -0,0 +1,70 @@
+import type { MessageTypesValues } from '@rocket.chat/core-typings';
+
+export const validFile = { name: 'screenshot.png', buffer: Buffer.from([1, 2, 3]) };
+
+export const invalidFile = { name: 'audio.mp3', buffer: null };
+
+export const messages = [
+	{
+		msg: 'Hello, how can I help you today?',
+		ts: '2022-11-21T16:00:00.000Z',
+		u: {
+			_id: '123',
+			name: 'Juanito De Ponce',
+			username: 'juanito.ponce',
+		},
+	},
+	{
+		msg: 'I am having trouble with my account.',
+		ts: '2022-11-21T16:00:00.000Z',
+		u: {
+			_id: '321',
+			name: 'Christian Castro',
+			username: 'cristiano.castro',
+		},
+		md: [
+			{
+				type: 'UNORDERED_LIST',
+				value: [
+					{ type: 'LIST_ITEM', value: [{ type: 'PLAIN_TEXT', value: 'I am having trouble with my account;' }] },
+					{
+						type: 'LIST_ITEM',
+						value: [
+							{ type: 'PLAIN_TEXT', value: 'I am having trouble with my password. ' },
+							{ type: 'EMOJI', value: undefined, unicode: '🙂' },
+						],
+					},
+				],
+			},
+		],
+	},
+	{
+		msg: 'Can you please provide your account email?',
+		ts: '2022-11-21T16:00:00.000Z',
+		u: {
+			_id: '123',
+			name: 'Juanito De Ponce',
+			username: 'juanito.ponce',
+		},
+	},
+];
+
+export const validSystemMessage = {
+	ts: '2022-11-21T16:00:00.000Z',
+	u: {
+		_id: '123',
+		name: 'Juanito De Ponce',
+		username: 'juanito.ponce',
+	},
+	t: 'livechat-started' as MessageTypesValues,
+};
+
+export const invalidSystemMessage = {
+	ts: '2022-11-21T16:00:00.000Z',
+	u: {
+		_id: '123',
+		name: 'Juanito De Ponce',
+		username: 'juanito.ponce',
+	},
+	t: 'some-system-message' as MessageTypesValues,
+};

ee/packages/omnichannel-services/src/OmnichannelTranscript.spec.ts

@@ -0,0 +1,119 @@
+import '@testing-library/jest-dom';
+import type { IMessage } from '@rocket.chat/core-typings';
+import { Logger } from '@rocket.chat/logger';
+
+import { OmnichannelTranscript } from './OmnichannelTranscript';
+import { invalidSystemMessage, messages, validSystemMessage } from './OmnichannelTranscript.fixtures';
+
+jest.mock('@rocket.chat/pdf-worker', () => ({
+	PdfWorker: jest.fn().mockImplementation(() => ({
+		renderToStream: jest.fn().mockResolvedValue(Buffer.from('')),
+		isMimeTypeValid: jest.fn(() => true),
+	})),
+}));
+
+jest.mock('@rocket.chat/core-services', () => ({
+	ServiceClass: class {},
+	Upload: {
+		getFileBuffer: jest.fn().mockResolvedValue(Buffer.from('')),
+		uploadFile: jest.fn().mockResolvedValue({ _id: 'fileId', name: 'fileName' }),
+		sendFileMessage: jest.fn(),
+	},
+	Message: {
+		sendMessage: jest.fn(),
+	},
+	Room: {
+		createDirectMessage: jest.fn().mockResolvedValue({ rid: 'roomId' }),
+	},
+	QueueWorker: {
+		queueWork: jest.fn(),
+	},
+	Translation: {
+		translate: jest.fn().mockResolvedValue('translated message'),
+		translateToServerLanguage: jest.fn().mockResolvedValue('translated server message'),
+		translateMultipleToServerLanguage: jest.fn((keys) => keys.map((key: any) => ({ key, value: key }))),
+	},
+	Settings: {
+		get: jest.fn().mockResolvedValue(''),
+	},
+}));
+
+jest.mock('@rocket.chat/models', () => ({
+	LivechatRooms: {
+		findOneById: jest.fn().mockResolvedValue({}),
+		setTranscriptRequestedPdfById: jest.fn(),
+		unsetTranscriptRequestedPdfById: jest.fn(),
+		setPdfTranscriptFileIdById: jest.fn(),
+	},
+	Messages: {
+		findLivechatMessagesWithoutTypes: jest.fn().mockReturnValue({
+			toArray: jest.fn().mockResolvedValue([]),
+		}),
+	},
+	Uploads: {
+		findOneById: jest.fn().mockResolvedValue({}),
+	},
+	Users: {
+		findOneById: jest.fn().mockResolvedValue({}),
+		findOneAgentById: jest.fn().mockResolvedValue({}),
+	},
+	LivechatVisitors: {
+		findOneEnabledById: jest.fn().mockResolvedValue({}),
+	},
+}));
+
+jest.mock('@rocket.chat/tools', () => ({
+	guessTimezone: jest.fn().mockReturnValue('UTC'),
+	guessTimezoneFromOffset: jest.fn().mockReturnValue('UTC'),
+	streamToBuffer: jest.fn().mockResolvedValue(Buffer.from('')),
+}));
+
+describe('OmnichannelTranscript', () => {
+	let omnichannelTranscript: OmnichannelTranscript;
+
+	beforeEach(() => {
+		omnichannelTranscript = new OmnichannelTranscript(Logger);
+	});
+
+	it('should return default timezone', async () => {
+		const timezone = await omnichannelTranscript.getTimezone();
+		expect(timezone).toBe('UTC');
+	});
+
+	it('should parse the messages', async () => {
+		const parsedMessages = await omnichannelTranscript.getMessagesData(messages as unknown as IMessage[]);
+		console.log(parsedMessages[0]);
+		expect(parsedMessages).toBeDefined();
+		expect(parsedMessages).toHaveLength(3);
+		expect(parsedMessages[0]).toHaveProperty('files');
+		expect(parsedMessages[0].files).toHaveLength(0);
+		expect(parsedMessages[0]).toHaveProperty('quotes');
+		expect(parsedMessages[0].quotes).toHaveLength(0);
+	});
+
+	it('should parse system message', async () => {
+		const parsedMessages = await omnichannelTranscript.getMessagesData([...messages, validSystemMessage] as unknown as IMessage[]);
+		const systemMessage = parsedMessages[3];
+		expect(parsedMessages).toBeDefined();
+		expect(parsedMessages).toHaveLength(4);
+		expect(systemMessage).toHaveProperty('t');
+		expect(systemMessage.t).toBe('livechat-started');
+		expect(systemMessage).toHaveProperty('msg');
+		expect(systemMessage.msg).toBe('Chat_started');
+		expect(systemMessage).toHaveProperty('files');
+		expect(systemMessage.files).toHaveLength(0);
+		expect(systemMessage).toHaveProperty('quotes');
+		expect(systemMessage.quotes).toHaveLength(0);
+	});
+
+	it('should parse an invalid system message', async () => {
+		const parsedMessages = await omnichannelTranscript.getMessagesData([...messages, invalidSystemMessage] as unknown as IMessage[]);
+		const systemMessage = parsedMessages[3];
+		console.log(parsedMessages[3]);
+		expect(parsedMessages).toBeDefined();
+		expect(parsedMessages).toHaveLength(4);
+		expect(systemMessage).toHaveProperty('t');
+		expect(systemMessage.t).toBe('some-system-message');
+		expect(systemMessage.msg).toBeUndefined();
+	});
+});