mirror of
https://github.com/Tria-plc/edr-platform.git
synced 2026-08-30 00:38:11 +00:00
feat: add the support feature to the passenger api
This commit is contained in:
Nathnael
@@ -1,35 +1,419 @@
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import { Injectable, NotFoundException } from '@nestjs/common';
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import {
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ForbiddenException,
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Injectable,
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NotFoundException,
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} from '@nestjs/common';
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import { Passenger as T } from '@edr/types';
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import { PrismaService } from '../../common/prisma.service';
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import { SupportGateway } from './support.gateway';
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type Side = 'USER' | 'AGENT';
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type PrismaSender = 'USER' | 'BOT' | 'AGENT';
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type PrismaStatus = 'OPEN' | 'RESOLVED' | 'CLOSED';
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/** Who the caller is on the customer side: an authed passenger or a guest. */
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export interface CustomerOwner {
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iamUserId?: string | null;
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guestId?: string | null;
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}
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interface ListQuery {
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status?: PrismaStatus;
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search?: string;
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page?: number;
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limit?: number;
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}
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type ConversationRow = {
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id: string;
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userId: string | null;
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guestId: string | null;
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guestName: string | null;
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guestEmail: string | null;
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guestPhone: string | null;
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passengerId: string | null;
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passengerName: string | null;
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subject: string | null;
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status: PrismaStatus;
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assignedAgentId: string | null;
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lastMessageAt: Date | null;
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lastMessagePreview: string | null;
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lastMessageSender: PrismaSender | null;
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userLastReadAt: Date | null;
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agentLastReadAt: Date | null;
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createdAt: Date;
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updatedAt: Date;
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};
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@Injectable()
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export class SupportService {
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constructor(private prisma: PrismaService) {}
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constructor(
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private prisma: PrismaService,
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private gateway: SupportGateway,
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) {}
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getFaqCategories() { return this.prisma.faqCategory.findMany({ include: { _count: { select: { articles: true } } } }); }
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// ---- FAQ (unchanged) ---------------------------------------------------
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getFaqArticles(categoryId: string) { return this.prisma.faqArticle.findMany({ where: { categoryId }, orderBy: { rank: 'asc' } }); }
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startConversation(userId: string) { return this.prisma.supportConversation.create({ data: { userId } }); }
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async sendMessage(conversationId: string, sender: 'USER' | 'BOT' | 'AGENT', text: string) {
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const conv = await this.prisma.supportConversation.findUnique({ where: { id: conversationId } });
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if (!conv) throw new NotFoundException('Conversation not found');
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const message = await this.prisma.supportMessage.create({ data: { conversationId, sender, text } });
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if (sender === 'USER') await this.prisma.supportMessage.create({ data: { conversationId, sender: 'BOT', text: this.getBotReply(text) } });
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return message;
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getFaqCategories() {
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return this.prisma.faqCategory.findMany({
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include: { _count: { select: { articles: true } } },
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});
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}
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async getConversation(conversationId: string) {
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const conv = await this.prisma.supportConversation.findUnique({ where: { id: conversationId }, include: { messages: { orderBy: { createdAt: 'asc' } } } });
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if (!conv) throw new NotFoundException('Conversation not found');
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return conv;
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getFaqArticles(categoryId: string) {
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return this.prisma.faqArticle.findMany({
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where: { categoryId },
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orderBy: { rank: 'asc' },
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});
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}
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private getBotReply(text: string): string {
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const lower = text.toLowerCase();
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if (lower.includes('cancel') || lower.includes('refund')) return 'To cancel or refund, go to Bookings and select the booking. Refunds are processed within 3-5 business days.';
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if (lower.includes('miss') || lower.includes('missed')) return 'If you missed your train, please check the Disruptions section for alternative options.';
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if (lower.includes('seat')) return 'You can select or change seats during booking. Seat changes after confirmation may incur a fee.';
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return 'Thank you for contacting EDR support. An agent will assist you shortly.';
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// ---- customer: authed passenger ---------------------------------------
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async createConversation(
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iamUserId: string,
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input: { subject: string; initialMessage: string },
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): Promise<T.PassengerSupportConversationDto> {
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const passenger = await this.prisma.passenger.findUnique({
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where: { iamUserId },
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include: { user: { select: { fullName: true } } },
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});
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const conversation = (await this.prisma.supportConversation.create({
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data: {
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userId: iamUserId,
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passengerId: passenger?.id ?? null,
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passengerName: passenger?.user?.fullName ?? null,
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subject: input.subject,
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status: 'OPEN',
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},
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})) as ConversationRow;
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return this.firstMessage(conversation, input.initialMessage);
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}
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// ---- customer: guest (unauthenticated) --------------------------------
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async createGuestConversation(input: {
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guestId: string;
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name: string;
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email: string;
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phone?: string;
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subject: string;
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initialMessage: string;
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}): Promise<T.PassengerSupportConversationDto> {
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const conversation = (await this.prisma.supportConversation.create({
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data: {
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guestId: input.guestId,
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guestName: input.name,
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guestEmail: input.email,
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guestPhone: input.phone ?? null,
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passengerName: input.name, // uniform display name for the agent inbox
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subject: input.subject,
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status: 'OPEN',
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},
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})) as ConversationRow;
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return this.firstMessage(conversation, input.initialMessage);
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}
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async listForCustomer(
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owner: CustomerOwner,
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query: ListQuery,
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): Promise<T.PassengerSupportConversationListResult> {
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const scope = this.ownerScope(owner);
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const where = { ...this.listWhere(query), ...scope };
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const rows = (await this.prisma.supportConversation.findMany({
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where,
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orderBy: [{ lastMessageAt: 'desc' }, { createdAt: 'desc' }],
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take: query.limit ?? 100,
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skip: ((query.page ?? 1) - 1) * (query.limit ?? 100),
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})) as ConversationRow[];
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const count = await this.prisma.supportConversation.count({ where });
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return this.buildListResult(rows, count, 'USER');
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}
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// ---- agent (backoffice) ------------------------------------------------
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async listForAgents(
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query: ListQuery,
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): Promise<T.PassengerSupportConversationListResult> {
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const where = this.listWhere(query);
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const rows = (await this.prisma.supportConversation.findMany({
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where,
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orderBy: [{ lastMessageAt: 'desc' }, { createdAt: 'desc' }],
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take: query.limit ?? 100,
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skip: ((query.page ?? 1) - 1) * (query.limit ?? 100),
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})) as ConversationRow[];
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const count = await this.prisma.supportConversation.count({ where });
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return this.buildListResult(rows, count, 'AGENT');
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}
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async setStatus(
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conversationId: string,
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status: PrismaStatus,
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): Promise<T.PassengerSupportConversationDto> {
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await this.requireConversation(conversationId);
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const updated = (await this.prisma.supportConversation.update({
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where: { id: conversationId },
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data: { status },
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})) as ConversationRow;
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const dto = this.toConversationDto(updated, 0);
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this.gateway.emitConversationUpdated(this.ownerRoom(updated), dto);
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return dto;
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}
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// ---- shared ------------------------------------------------------------
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async getMessages(
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conversationId: string,
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asCustomer?: CustomerOwner,
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): Promise<T.PassengerSupportMessageDto[]> {
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const conversation = await this.requireConversation(conversationId);
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if (asCustomer) this.assertOwns(conversation, asCustomer);
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const rows = await this.prisma.supportMessage.findMany({
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where: { conversationId },
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orderBy: { createdAt: 'asc' },
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});
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return rows.map((m) => this.toMessageDto(m));
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}
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async sendMessage(
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conversationId: string,
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sender: Side,
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text: string,
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asCustomer?: CustomerOwner,
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): Promise<T.PassengerSupportMessageDto> {
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const conversation = await this.requireConversation(conversationId);
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if (sender === 'USER') {
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this.assertOwns(conversation, asCustomer ?? {});
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}
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const updated = await this.appendMessage(conversation, sender, text);
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const last = updated.messages[updated.messages.length - 1];
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return this.toMessageDto(last);
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}
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async markRead(
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conversationId: string,
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side: Side,
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asCustomer?: CustomerOwner,
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): Promise<{ unreadCount: number }> {
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const conversation = await this.requireConversation(conversationId);
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if (side === 'USER') {
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this.assertOwns(conversation, asCustomer ?? {});
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await this.prisma.supportConversation.update({
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where: { id: conversationId },
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data: { userLastReadAt: new Date() },
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});
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return this.unreadCount('USER', asCustomer);
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}
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await this.prisma.supportConversation.update({
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where: { id: conversationId },
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data: { agentLastReadAt: new Date() },
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});
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return this.unreadCount('AGENT');
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}
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async unreadCount(
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side: Side,
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owner?: CustomerOwner,
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): Promise<{ unreadCount: number }> {
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const rows = (await this.prisma.supportConversation.findMany({
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where: side === 'USER' ? this.ownerScope(owner ?? {}) : {},
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select: { id: true, userLastReadAt: true, agentLastReadAt: true },
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})) as Array<{
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id: string;
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userLastReadAt: Date | null;
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agentLastReadAt: Date | null;
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}>;
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const map = await this.computeUnread(rows, side);
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let unreadCount = 0;
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for (const n of map.values()) if (n > 0) unreadCount++;
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return { unreadCount };
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}
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// ---- internals ---------------------------------------------------------
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private async firstMessage(
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conversation: ConversationRow,
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text: string,
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): Promise<T.PassengerSupportConversationDto> {
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const { conversation: updated } = await this.appendMessageRaw(
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conversation,
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'USER',
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text,
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);
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return this.toConversationDto(updated, 0);
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}
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private async appendMessage(
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conversation: ConversationRow,
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sender: PrismaSender,
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text: string,
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) {
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const { conversation: updated } = await this.appendMessageRaw(
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conversation,
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sender,
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text,
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);
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return updated as ConversationRow & { messages: any[] };
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}
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/** Persist a message, bump the conversation's denormalized fields, emit live. */
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private async appendMessageRaw(
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conversation: ConversationRow,
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sender: PrismaSender,
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text: string,
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): Promise<{ conversation: ConversationRow & { messages: any[] }; message: any }> {
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const message = await this.prisma.supportMessage.create({
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data: { conversationId: conversation.id, sender, text },
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});
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const updated = (await this.prisma.supportConversation.update({
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where: { id: conversation.id },
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data: {
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lastMessageAt: message.createdAt,
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lastMessagePreview: text.slice(0, 280),
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lastMessageSender: sender,
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},
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include: { messages: { orderBy: { createdAt: 'asc' } } },
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})) as ConversationRow & { messages: any[] };
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const dto = this.toConversationDto(updated, 0);
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this.gateway.emitMessage(this.ownerRoom(updated), dto, this.toMessageDto(message));
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return { conversation: updated, message };
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}
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private async buildListResult(
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rows: ConversationRow[],
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count: number,
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side: Side,
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): Promise<T.PassengerSupportConversationListResult> {
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const unreadMap = await this.computeUnread(rows, side);
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const items = rows.map((r) =>
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this.toConversationDto(r, unreadMap.get(r.id) ?? 0),
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);
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let unreadCount = 0;
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for (const n of unreadMap.values()) if (n > 0) unreadCount++;
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return { items, count, unreadCount };
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}
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private async computeUnread(
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rows: Array<{
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id: string;
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userLastReadAt: Date | null;
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agentLastReadAt: Date | null;
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}>,
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side: Side,
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): Promise<Map<string, number>> {
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const map = new Map<string, number>();
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if (rows.length === 0) return map;
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const otherSender: PrismaSender = side === 'USER' ? 'AGENT' : 'USER';
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const ids = rows.map((r) => r.id);
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const msgs = await this.prisma.supportMessage.findMany({
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where: { conversationId: { in: ids }, sender: otherSender },
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select: { conversationId: true, createdAt: true },
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});
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const cursorById = new Map(
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rows.map((r) => [
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r.id,
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side === 'USER' ? r.userLastReadAt : r.agentLastReadAt,
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]),
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);
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for (const m of msgs) {
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const cursor = cursorById.get(m.conversationId) ?? null;
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if (!cursor || m.createdAt > cursor) {
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map.set(m.conversationId, (map.get(m.conversationId) ?? 0) + 1);
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}
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}
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return map;
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}
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private listWhere(query: ListQuery) {
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const where: Record<string, unknown> = {};
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if (query.status) where.status = query.status;
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if (query.search?.trim()) {
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const contains = query.search.trim();
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where.OR = [
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{ subject: { contains, mode: 'insensitive' } },
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{ passengerName: { contains, mode: 'insensitive' } },
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{ guestEmail: { contains, mode: 'insensitive' } },
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];
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}
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return where;
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}
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/** Prisma where-fragment scoping to the calling customer (authed or guest). */
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private ownerScope(owner: CustomerOwner): Record<string, unknown> {
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if (owner.iamUserId) return { userId: owner.iamUserId };
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if (owner.guestId) return { guestId: owner.guestId };
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// No identity ⇒ match nothing.
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return { id: '__none__' };
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}
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private assertOwns(conversation: ConversationRow, owner: CustomerOwner): void {
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const ok =
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(owner.iamUserId && conversation.userId === owner.iamUserId) ||
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(owner.guestId && conversation.guestId === owner.guestId);
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if (!ok) {
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throw new ForbiddenException('This conversation belongs to someone else.');
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}
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}
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private ownerRoom(c: ConversationRow): string | null {
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if (c.guestId) return `guest:${c.guestId}`;
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if (c.userId) return `user:${c.userId}`;
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return null;
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}
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private async requireConversation(id: string): Promise<ConversationRow> {
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const conversation = (await this.prisma.supportConversation.findUnique({
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where: { id },
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})) as ConversationRow | null;
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if (!conversation) throw new NotFoundException('Conversation not found');
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return conversation;
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}
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private toConversationDto(
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c: ConversationRow,
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unreadCount: number,
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): T.PassengerSupportConversationDto {
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return {
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id: c.id,
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userId: c.userId,
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guestId: c.guestId,
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guestEmail: c.guestEmail,
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guestPhone: c.guestPhone,
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passengerId: c.passengerId,
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passengerName: c.passengerName ?? c.guestName ?? null,
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subject: c.subject,
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status: c.status as T.PassengerSupportStatus,
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assignedAgentId: c.assignedAgentId,
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lastMessageAt: c.lastMessageAt ? c.lastMessageAt.toISOString() : null,
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lastMessagePreview: c.lastMessagePreview,
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lastMessageSender: this.toDtoSender(c.lastMessageSender),
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unreadCount,
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createdAt: c.createdAt.toISOString(),
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updatedAt: c.updatedAt.toISOString(),
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};
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}
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private toMessageDto(m: {
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id: string;
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conversationId: string;
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sender: PrismaSender;
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text: string;
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createdAt: Date;
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}): T.PassengerSupportMessageDto {
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return {
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id: m.id,
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conversationId: m.conversationId,
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sender: this.toDtoSender(m.sender) ?? T.PassengerSupportSender.AGENT,
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text: m.text,
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createdAt: m.createdAt.toISOString(),
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};
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}
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/** Legacy BOT messages are surfaced as AGENT to the UI. */
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private toDtoSender(s: PrismaSender | null): T.PassengerSupportSender | null {
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if (!s) return null;
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return s === 'USER'
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? T.PassengerSupportSender.USER
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: T.PassengerSupportSender.AGENT;
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}
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}
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