Let the support AI answer enterprise chats and notify the Enterprise team

packages/backend/src/ee/support/libredesk.client.ts

@@ -11,6 +11,11 @@ export interface LibredeskMessage {
   created_at?: string;
 }
 
+export interface LibredeskMention {
+  type: 'agent' | 'team';
+  id: number;
+}
+
 /** Minimal REST client for the endpoints the triage uses (API-key auth). */
 export class LibredeskClient {
   constructor(
@@ -67,11 +72,13 @@ export class LibredeskClient {
     });
   }
 
-  addPrivateNote(uuid: string, html: string) {
+  /** Mentioned agents and team members get an in-app and email notification. */
+  addPrivateNote(uuid: string, html: string, mentions: LibredeskMention[] = []) {
     return this.call('POST', `/api/v1/conversations/${encodeURIComponent(uuid)}/messages`, {
       message: html,
       private: true,
       sender_type: 'agent',
+      ...(mentions.length ? { mentions } : {}),
     });
   }
 

packages/backend/src/ee/support/support-triage.service.spec.ts

@@ -126,12 +126,20 @@ describe('SupportTriageService', () => {
     expect(desk.addPrivateNote).toHaveBeenCalledTimes(1);
   });
 
-  it('routes dedicated instances to the Enterprise team', async () => {
+  it('routes dedicated instances to the Enterprise team and mentions it in the note', async () => {
     const desk = fakeDesk([{ private: false, sender_type: 'contact', text_content: 'help' }]);
     jest.spyOn(llm, 'chatJson').mockResolvedValue({ json: { category: 'bug', priority: 'Low' } });
     await new TestTriage(desk).triage({ uuid: 'c2', contact: { custom_attributes: { deployment: 'dedicated' } } });
     expect(desk.assignTeam).toHaveBeenCalledWith('c2', 2);
     expect(desk.setPriority).toHaveBeenCalledWith('c2', 'High');
+    expect(desk.addPrivateNote).toHaveBeenCalledWith('c2', expect.any(String), [{ type: 'team', id: 2 }]);
+  });
+
+  it('does not mention a team for non-enterprise conversations', async () => {
+    const desk = fakeDesk([{ private: false, sender_type: 'contact', text_content: 'help' }]);
+    jest.spyOn(llm, 'chatJson').mockResolvedValue({ json: { category: 'bug', priority: 'Low' } });
+    await new TestTriage(desk).triage({ uuid: 'c7', contact: { custom_attributes: { deployment: 'cloud', plan: 'starter' } } });
+    expect(desk.addPrivateNote).toHaveBeenCalledWith('c7', expect.any(String), []);
   });
 
   it('still tags and annotates when the LLM is unavailable', async () => {
@@ -151,7 +159,7 @@ describe('SupportTriageService', () => {
     expect(desk.addTags).toHaveBeenCalledTimes(1);
   });
 
-  it('hands safe live chats to the AI assistant after the team, never billing or enterprise', async () => {
+  it('hands safe live chats to the AI assistant after the team, enterprise included, never billing', async () => {
     const msgs = [{ private: false, sender_type: 'contact', text_content: 'help' }];
     const chat = jest.spyOn(llm, 'chatJson');
 
@@ -174,7 +182,14 @@ describe('SupportTriageService', () => {
     chat.mockResolvedValueOnce({ json: { category: 'connector-setup', priority: 'Low' } });
     const ent = fakeDesk(msgs);
     await new TestTriage(ent, undefined, 5).triage({ uuid: 'a3', inbox_channel: 'livechat', contact: { custom_attributes: { deployment: 'dedicated' } } });
-    expect(ent.assignUser).not.toHaveBeenCalled();
+    expect(ent.assignTeam).toHaveBeenCalledWith('a3', 2);
+    expect(ent.assignUser).toHaveBeenCalledWith('a3', 5);
+    expect(ent.addPrivateNote).toHaveBeenCalledWith('a3', expect.any(String), [{ type: 'team', id: 2 }]);
+
+    chat.mockResolvedValueOnce({ json: { category: 'billing', priority: 'Low' } });
+    const entBilling = fakeDesk(msgs);
+    await new TestTriage(entBilling, undefined, 5).triage({ uuid: 'a6', inbox_channel: 'livechat', contact: { custom_attributes: { deployment: 'cloud', plan: 'enterprise' } } });
+    expect(entBilling.assignUser).not.toHaveBeenCalled();
 
     chat.mockResolvedValueOnce({ json: { category: 'connector-setup', priority: 'Low' } });
     const email = fakeDesk(msgs);

packages/backend/src/ee/support/support-triage.service.ts

@@ -19,8 +19,8 @@ export const TRIAGE_CATEGORIES = [
 export type TriageCategory = (typeof TRIAGE_CATEGORIES)[number];
 
 /**
- * Categories the AI assistant may answer on its own. Billing, bugs, feature
- * requests and sales always go to a person.
+ * Categories the AI assistant may answer on its own, enterprise customers
+ * included. Billing, bugs, feature requests and sales always go to a person.
  */
 export const AI_HANDLED_CATEGORIES: readonly TriageCategory[] = [
   'connector-setup',
@@ -162,18 +162,21 @@ export class SupportTriageService {
   ) {
     const enterprise = isEnterprise(attrs);
     const assistant = this.aiAssistantUserId();
-    const toAssistant = routeToAssistant(r, attrs, channel, assistant);
+    const toAssistant = routeToAssistant(r, channel, assistant);
     const tags = [r.category, ...segmentTags(attrs), 'ai-triaged'];
     if (toAssistant) tags.push('ai-assistant');
+    let teamId: number | undefined;
     const steps: Array<[string, () => Promise<unknown>]> = [
       ['tags', () => desk.addTags(uuid, tags)],
       ['priority', () => desk.setPriority(uuid, r.priority)],
       // Team first: Libredesk clears the user assignee when the team changes.
       ['team', async () => {
-        const id = await this.teamId(desk, enterprise ? 'Enterprise' : 'Support');
-        if (id) await desk.assignTeam(uuid, id);
+        teamId = await this.teamId(desk, enterprise ? 'Enterprise' : 'Support');
+        if (teamId) await desk.assignTeam(uuid, teamId);
       }],
-      ['note', () => desk.addPrivateNote(uuid, triageNote(r, attrs))],
+      // Mentioning the Enterprise team notifies its members at once, even
+      // when the assistant answers first.
+      ['note', () => desk.addPrivateNote(uuid, triageNote(r, attrs), enterprise && teamId ? [{ type: 'team', id: teamId }] : [])],
     ];
     if (toAssistant && assistant) {
       // Assigning the assistant starts its reply; it hands back to the
@@ -235,17 +238,15 @@ export function normaliseAttrs(raw: unknown): Record<string, string> {
   return out;
 }
 
-/** Live chat, a category the assistant handles, and never enterprise. */
+/** Live chat in a category the assistant handles. */
 export function routeToAssistant(
   r: TriageResult,
-  attrs: Record<string, string>,
   channel: string | undefined,
   assistantUserId: number | null,
 ): boolean {
   return (
     !!assistantUserId &&
     channel === 'livechat' &&
-    !isEnterprise(attrs) &&
     AI_HANDLED_CATEGORIES.includes(r.category)
   );
 }