public QnABot(IConfiguration configuration,
ILogger <QnABot> logger,
IQnAService qnAService,
WelcomeCard welcomeDialog,
SupportTicketCard supportTicketCard,
BotConversationState botConversationState,
UserFeedbackCard userFeedbackCard,
Incident incident)
{
_configuration = configuration;
_logger = logger;
_qnAService = qnAService;
_welcomeDialog = welcomeDialog;
_supportTicketCard = supportTicketCard;
_botConversationState = botConversationState;
_incident = incident;
_userFeedbackCard = userFeedbackCard;
int.TryParse(configuration["MinConfidenceScore"], out _minConfidenceScore);
}
public static async Task ProcessTicket(FreshDeskTicket freshDeskTicket, DateTime lastRun, ILogger log)
{
//Start or continue conversation for ticketId
botConversationState = await CosmosDB.ReadItemAsync(freshDeskTicket.Id.ToString(), log);
if (botConversationState == null)
{
//start bot conversation
Conversation conversation = await BotFrameworkDirectLine.StartBotConversation(log);
log.LogInformation("Starting conversation ID: " + conversation.ConversationId);
//record new Bot conversation in CosmosDB, keeping track of TicketId<>BotConversationId
botConversationState = new BotConversationState
{
FreshDeskId = freshDeskTicket.Id.ToString(),
BotConversationId = conversation.ConversationId,
BotWatermark = "0",
Status = (BotConversationState.FreshDeskTicketStatus)freshDeskTicket.Status
};
await CosmosDB.AddItemsToContainerAsync(botConversationState, log);
}
else
{
//continue bot conversation
Conversation conversation = await BotFrameworkDirectLine.ContinueBotConveration(botConversationState.BotConversationId, log);
log.LogInformation("Continuing conversation ID: " + conversation.ConversationId);
}
// List new customer messages in FreshDesk
List <FreshDeskChannelData> listCustomerMessagesToProcess = new List <FreshDeskChannelData>();
//Original ticket description to process?
if (freshDeskTicket.Created_at > lastRun)
{
FreshDeskChannelData customerInitialMessage = new FreshDeskChannelData()
{
TicketId = freshDeskTicket.Id,
Subject = freshDeskTicket.Subject,
Message = freshDeskTicket.Description_text,
Group_id = freshDeskTicket.Group_id,
Responder_id = freshDeskTicket.Responder_id,
Source = freshDeskTicket.Source,
Company_id = freshDeskTicket.Company_id,
Status = (FreshDeskChannelData.FreshDeskTicketStatus)freshDeskTicket.Status,
Product_id = freshDeskTicket.Product_id,
Due_by = freshDeskTicket.Due_by,
MessageType = "initial_message",
Private = false,
FromEmail = freshDeskTicket.Requester.Email,
RequesterName = freshDeskTicket.Requester.Name,
Mobile = freshDeskTicket.Requester.Mobile,
Phone = freshDeskTicket.Requester.Phone
};
listCustomerMessagesToProcess.Add(customerInitialMessage);
}
//Any new incoming conversations in this ticket to process?
List <FreshDeskConversation> listTicketConversations = await FreshDeskClient.GetFreshDeskTicketConversationsAsync(freshDeskTicket.Id, log);
List <FreshDeskConversation> listIncomingConversationsSinceLastRun = (from c in listTicketConversations
where c.Incoming == true && c.Updated_at > lastRun
orderby c.Updated_at ascending
select c).ToList();
foreach (FreshDeskConversation incomingConversation in listIncomingConversationsSinceLastRun)
{
FreshDeskChannelData customerConversationMessage = new FreshDeskChannelData()
{
TicketId = freshDeskTicket.Id,
Subject = freshDeskTicket.Subject,
Message = incomingConversation.Body_text,
Group_id = freshDeskTicket.Group_id,
Responder_id = freshDeskTicket.Responder_id,
Source = freshDeskTicket.Source,
Company_id = freshDeskTicket.Company_id,
Status = (FreshDeskChannelData.FreshDeskTicketStatus)freshDeskTicket.Status,
Product_id = freshDeskTicket.Product_id,
Due_by = freshDeskTicket.Due_by,
MessageType = "continued_conversation",
Private = incomingConversation.Private,
FromEmail = incomingConversation.From_email,
RequesterName = freshDeskTicket.Requester.Name,
Mobile = freshDeskTicket.Requester.Mobile,
Phone = freshDeskTicket.Requester.Phone
};
listCustomerMessagesToProcess.Add(customerConversationMessage);
}
// Send new customer messages to Bot Framework for processing
foreach (FreshDeskChannelData freshDeskChannelData in listCustomerMessagesToProcess)
{
// Run Pre-processing Extensibility
FreshDeskChannelData processedFreshDeskChannelData = freshDeskChannelData;
if (!String.IsNullOrEmpty(preProcessingExtensibility))
{
processedFreshDeskChannelData = await PreProcessingExtensibility(preProcessingExtensibility, freshDeskChannelData, log);
}
await BotFrameworkDirectLine.SendMessagesAsync(botConversationState.BotConversationId, processedFreshDeskChannelData, log);
}
// Read any new Bot Framework responses on this ticket
ActivitySet activitySet = await BotFrameworkDirectLine.ReadBotMessagesAsync(botConversationState.BotConversationId, botConversationState.BotWatermark, log);
//Update the bot watermark in CosmosDB, to keep track which Bot Framework conversations we have already read
botConversationState.BotWatermark = activitySet?.Watermark;
await CosmosDB.ReplaceFreshDeskBotStateAsync(botConversationState, log);
//Send Bot Framework responses back to FreshDesk as ticket responses to the customer
foreach (Activity activity in activitySet.Activities)
{
//If there is specific ChannelData add it to the message, otherwise default to standard customer reply message
BotResponseChannelData botResponseChannelData;
if (activity.ChannelData != null)
{
var options = new JsonSerializerOptions
{
PropertyNameCaseInsensitive = true
};
botResponseChannelData = JsonSerializer.Deserialize <BotResponseChannelData>(activity.ChannelData.ToString(), options);
}
else
{
// Default to a standard reply message
botResponseChannelData = new BotResponseChannelData
{
Message = activity.Text,
MessageType = "reply",
Status = BotResponseChannelData.FreshDeskTicketStatus.Pending
};
}
// Run post-processing Extensibility
BotResponseChannelData processedBotResponseChannelData = botResponseChannelData;
if (!String.IsNullOrEmpty(postProcessingExtensibility))
{
processedBotResponseChannelData = await PostProcessingExtensibility(postProcessingExtensibility, botResponseChannelData, log);
}
// Send the bot response to FreshDesk in the chosen messageType (current allowed values: note, reply)
switch (processedBotResponseChannelData.MessageType)
{
case "note":
await FreshDeskClient.SendFreshDeskNote(freshDeskTicket.Id.ToString(), processedBotResponseChannelData.Message, processedBotResponseChannelData.Private, processedBotResponseChannelData.NotifyEmails, log);
break;
case "reply":
await FreshDeskClient.SendFreshDeskTicketReply(freshDeskTicket.Id.ToString(), processedBotResponseChannelData.Message, log);
await FreshDeskClient.SetTicketStatus(freshDeskTicket.Id.ToString(), processedBotResponseChannelData.Status, log);
break;
}
}
}
