private async Task HandleExConversationChangeNotification(string body)
{
var webhookData = JsonConvert.DeserializeObject <Models.ExConversationChangeNotification.WebhookData>(body);
foreach (var change in webhookData.body.changes)
{
string state = change?.result?.conversationDetails?.state;
switch (state)
{
case "CLOSE":
{
// Agent has closed the conversation
var conversationId = change?.result?.convId;
if (await ConversationHandoffRecordMap.GetByRemoteConversationId(conversationId) is LivePersonHandoffRecord handoffRecord)
{
var eventActivity = EventFactory.CreateHandoffStatus(handoffRecord.ConversationReference.Conversation, "completed") as Activity;
//await _adapter.ContinueConversationAsync(_credentials.MsAppId, eventActivity, _bot.OnTurnAsync, default);
//TEMPORARY WORKAROUND UNTIL CLOUDADAPTER IS IN PLACE SO ABOVE LINE WILL WORK
await(_adapter).ContinueConversationAsync(
_credentials.MsAppId,
handoffRecord.ConversationReference,
(turnContext, cancellationToken) => turnContext.SendActivityAsync(eventActivity, cancellationToken), default);
}
}
break;
case "OPEN":
break;
}
}
}
public async Task PostAsync()
{
using (var sr = new StreamReader(Request.Body))
{
var body = await sr.ReadToEndAsync();
var responseMessage = JsonConvert.DeserializeObject <ServiceNowResponseMessage>(body);
if (responseMessage != null)
{
// Do we have a matching handoff record for the incoming ConversationID from ServiceNow?
var handoffRecord = await ConversationHandoffRecordMap.GetByRemoteConversationId(responseMessage.clientSessionId) as ServiceNowHandoffRecord;
if (handoffRecord != null)
{
await HandleContentEvent(responseMessage);
// If ServiceNow indicates it's completed handoff from it's perspective we end handoff and return control.
if (responseMessage.completed)
{
var eventActivity = EventFactory.CreateHandoffStatus(handoffRecord.ConversationReference.Conversation, "completed") as Activity;
await(_adapter).ContinueConversationAsync(
_credentials.MsAppId,
handoffRecord.ConversationReference,
(turnContext, cancellationToken) => turnContext.SendActivityAsync(eventActivity, cancellationToken), default);
var traceActivity = Activity.CreateTraceActivity(
"ServiceNowVirtualAgent",
label: "ServiceNowHandoff->Handoff completed");
await(_adapter).ContinueConversationAsync(
_credentials.MsAppId,
handoffRecord.ConversationReference,
(turnContext, cancellationToken) => turnContext.SendActivityAsync(traceActivity, cancellationToken), default);
}
Response.StatusCode = (int)HttpStatusCode.OK;
}
else
{
// No matching handoff record for the conversation referenced by ServiceNow
Response.StatusCode = (int)HttpStatusCode.NotFound;
}
}
else
{
// Malformed response from ServiceNow
Response.StatusCode = (int)HttpStatusCode.BadRequest;
}
}
}
private async Task HandleAcceptStatusEvent(string body)
{
var webhookData = JsonConvert.DeserializeObject <Models.AcceptStatusEvent.WebhookData>(body);
foreach (var change in webhookData.body.changes)
{
if (change?.originatorMetadata?.role == "ASSIGNED_AGENT")
{
// Agent has accepted the conversation
var convId = change?.conversationId;
if (await ConversationHandoffRecordMap.GetByRemoteConversationId(change.conversationId) is LivePersonHandoffRecord handoffRecord)
{
if (handoffRecord.ConversationRecord.IsAcknowledged || handoffRecord.ConversationRecord.IsClosed)
{
// Already acknowledged this one
break;
}
var conversationRecord = new LivePersonConversationRecord()
{
AppJWT = handoffRecord.ConversationRecord.AppJWT,
ConsumerJWS = handoffRecord.ConversationRecord.ConsumerJWS,
MessageDomain = handoffRecord.ConversationRecord.MessageDomain,
ConversationId = handoffRecord.ConversationRecord.ConversationId,
IsClosed = handoffRecord.ConversationRecord.IsClosed,
IsAcknowledged = true
};
var updatedHandoffRecord = new LivePersonHandoffRecord(handoffRecord.ConversationReference, conversationRecord);
// Update atomically -- only one will succeed
if (ConversationHandoffRecordMap.TryUpdate(convId, updatedHandoffRecord, handoffRecord))
{
var eventActivity = EventFactory.CreateHandoffStatus(
updatedHandoffRecord.ConversationReference.Conversation, "accepted") as Activity;
//await _adapter.ContinueConversationAsync(_credentials.MsAppId, eventActivity, _bot.OnTurnAsync, default);
//TEMPORARY WORKAROUND UNTIL CLOUDADAPTER IS IN PLACE SO ABOVE LINE WILL WORK
await(_adapter).ContinueConversationAsync(
_credentials.MsAppId,
handoffRecord.ConversationReference,
(turnContext, cancellationToken) => turnContext.SendActivityAsync(eventActivity, cancellationToken), default);
}
}
}
}
}
private async Task SendActivityToUser(Change change, Activity humanActivity)
{
if (await ConversationHandoffRecordMap.GetByRemoteConversationId(change.conversationId) is
LivePersonHandoffRecord handoffRecord)
{
if (!handoffRecord.ConversationRecord.IsClosed)
{
MicrosoftAppCredentials.TrustServiceUrl(handoffRecord.ConversationReference.ServiceUrl);
await(_adapter).ContinueConversationAsync(
_credentials.MsAppId,
handoffRecord.ConversationReference,
(turnContext, cancellationToken) =>
turnContext.SendActivityAsync(humanActivity, cancellationToken), default);
}
}
else
{
// The bot has no record of this conversation, this should not happen
throw new Exception("Cannot find conversation");
}
}
private async Task HandleChatStateEvent(string body)
{
var webhookData = JsonConvert.DeserializeObject <Models.ChatStateEvent.WebhookData>(body);
foreach (var change in webhookData.body.changes)
{
if (change?.@event?.chatState == "COMPOSING")
{
if (await ConversationHandoffRecordMap.GetByRemoteConversationId(change.conversationId) is LivePersonHandoffRecord handoffRecord)
{
var typingActivity = new Activity
{
Type = ActivityTypes.Typing
};
await _adapter.ContinueConversationAsync(
_credentials.MsAppId,
handoffRecord.ConversationReference,
(turnContext, cancellationToken) => turnContext.SendActivityAsync(typingActivity, cancellationToken), default);
}
}
}
}
public ServiceNowHandoffMiddleware(ConversationHandoffRecordMap conversationHandoffRecordMap, IServiceNowCredentialsProvider creds, BotFrameworkAuthentication botFrameworkAuth) : base(conversationHandoffRecordMap)
{
_conversationHandoffRecordMap = conversationHandoffRecordMap;
_creds = creds;
_botFrameworkAuth = botFrameworkAuth;
}
public LivePersonHandoffMiddleware(ConversationHandoffRecordMap conversationHandoffRecordMap, ILivePersonCredentialsProvider creds) : base(conversationHandoffRecordMap)
{
_conversationHandoffRecordMap = conversationHandoffRecordMap;
_creds = creds;
}
public LivePersonHandoffController(BotAdapter adapter, IBot bot, ILivePersonCredentialsProvider credentials, ConversationHandoffRecordMap conversationHandoffRecordMap) : base(conversationHandoffRecordMap)
{
_credentials = credentials;
_adapter = adapter;
_bot = bot;
}
public static async Task <LivePersonConversationRecord> EscalateToAgentAsync(ITurnContext turnContext, IEventActivity handoffEvent, string account, string clientId, string clientSecret, ConversationHandoffRecordMap conversationHandoffRecordMap)
{
var sentinelDomain = await GetDomainAsync(account, "sentinel").ConfigureAwait(false);
var appJWT = await GetAppJWTAsync(account, sentinelDomain, clientId, clientSecret).ConfigureAwait(false);
var consumer = new ConsumerId {
ext_consumer_id = turnContext.Activity.From.Id
};
var idpDomain = await GetDomainAsync(account, "idp").ConfigureAwait(false);
var consumerJWS = await GetConsumerJWSAsync(account, idpDomain, appJWT, consumer).ConfigureAwait(false);
var context = handoffEvent.Value as JObject;
// This can be null:
var skill = context?.Value <string>("Skill");
var engagementAttributes = (context["EngagementAttributes"] as JArray)?.ToObject <EngagementAttribute[]>();
var msgDomain = await GetDomainAsync(account, "asyncMessagingEnt").ConfigureAwait(false);
var conversations = new Conversation[] {
new Conversation {
kind = "req",
id = "1,",
type = "userprofile.SetUserProfile",
body = new Body {
authenticatedData = new Authenticateddata {
lp_sdes = engagementAttributes?.Select(ea => ea.ToLivePersonEngagementAttribute()).ToArray()
}
}
},
new Conversation {
kind = "req",
id = "2,",
type = "cm.ConsumerRequestConversation",
skillId = skill,
body = new Body {
brandId = account
}
},
};
var conversationId = await StartConversationAsync(account, msgDomain, appJWT, consumerJWS, conversations).ConfigureAwait(false);
System.Diagnostics.Debug.WriteLine($"Started LP conversation id {conversationId}");
var messageId = 1;
// First, play out the transcript
var handoffActivity = handoffEvent as Activity;
if (handoffActivity.Attachments != null)
{
foreach (var attachment in handoffActivity.Attachments)
{
if (attachment.Name == "Transcript")
{
var transcript = attachment.Content as Transcript;
if (transcript.Activities != null)
{
foreach (var activity in transcript.Activities)
{
var message2 = MakeLivePersonMessage(messageId++,
conversationId,
$"{activity.From.Name}: {activity.Text}");
await SendMessageToConversationAsync(account, msgDomain, appJWT, consumerJWS, message2)
.ConfigureAwait(false);
}
}
}
}
}
return(new LivePersonConversationRecord {
ConversationId = conversationId, AppJWT = appJWT, ConsumerJWS = consumerJWS, MessageDomain = msgDomain
});
}
// A sample mapping from ServiceNow response types to Bot Framework concepts, in many cases this will need to be adapted to a
// Bot owners specific requirements and styling.
private async Task HandleContentEvent(ServiceNowResponseMessage responseMessage)
{
foreach (var item in responseMessage.body)
{
IMessageActivity responseActivity;
// Map ServiceNow UX controls to Bot Framework concepts. This will need refinement as broader experiences are used but this covers a broad range of out-of-box ServiceNow response types.
switch (item.uiType)
{
case "TopicPickerControl":
case "ItemPicker":
case "Picker":
// Map the picker concept to a basic HeroCard with buttons
List <CardAction> cardActions = new List <CardAction>();
foreach (var option in item.options)
{
cardActions.Add(new CardAction("imBack", option.description ?? option.label, value: option.label));
}
var pickerHeroCard = new HeroCard(buttons: cardActions);
responseActivity = MessageFactory.Attachment(pickerHeroCard.ToAttachment());
responseActivity.AsMessageActivity().Text = item.promptMsg ?? item.label;
break;
case "DefaultPicker":
// Map the picker concept to a basic HeroCard with buttons
List <CardAction> defaultPickerActions = new List <CardAction>();
foreach (var option in item.options)
{
defaultPickerActions.Add(new CardAction("imBack", option.description ?? option.label, value: option.label));
}
var defaultPickerCard = new HeroCard(buttons: defaultPickerActions);
responseActivity = MessageFactory.Attachment(defaultPickerCard.ToAttachment());
break;
case "GroupedPartsOutputControl":
responseActivity = MessageFactory.Text(item.header);
responseActivity.AttachmentLayout = "carousel";
responseActivity.Attachments = new List <Microsoft.Bot.Schema.Attachment>();
foreach (var action in item.values)
{
var cardAction = new CardAction("openUrl", action.label, value: action.action);
var card = new HeroCard(action.label, null, action.description, null, null, cardAction);
responseActivity.Attachments.Add(card.ToAttachment());
}
break;
case "OutputHtml":
// We can't render HTML inside of conversations.
responseActivity = MessageFactory.Text(StripTags(item.value));
break;
case "Boolean":
List <CardAction> booleanCardActions = new List <CardAction>();
booleanCardActions.Add(new CardAction("imBack", title: "Yes", displayText: "Yes", value: "true"));
booleanCardActions.Add(new CardAction("imBack", title: "No", displayText: "Yes", value: "false"));
var booleanHeroCard = new HeroCard(buttons: booleanCardActions);
responseActivity = MessageFactory.Attachment(booleanHeroCard.ToAttachment());
responseActivity.AsMessageActivity().Text = item.promptMsg ?? item.label;
break;
case "OutputText":
responseActivity = MessageFactory.Text(item.value ?? item.label);
break;
case "OutputImage":
var cardImages = new List <CardImage>();
cardImages.Add(new CardImage(url: item.value));
var imageHeroCard = new HeroCard(images: cardImages);
responseActivity = MessageFactory.Attachment(imageHeroCard.ToAttachment());
break;
case "OutputLink":
var linkHeroCard = new HeroCard(buttons: new List <CardAction> {
new CardAction("openUrl", item.value)
});
responseActivity = MessageFactory.Attachment(linkHeroCard.ToAttachment());
responseActivity.AsMessageActivity().Text = item.promptMsg ?? item.label;
break;
default:
responseActivity = MessageFactory.Text(item.value ?? item.label);
break;
}
if (await ConversationHandoffRecordMap.GetByRemoteConversationId(responseMessage.clientSessionId) is ServiceNowHandoffRecord handoffRecord)
{
if (!handoffRecord.ConversationRecord.IsClosed)
{
MicrosoftAppCredentials.TrustServiceUrl(handoffRecord.ConversationReference.ServiceUrl);
await(_adapter).ContinueConversationAsync(
_credentials.MsAppId,
handoffRecord.ConversationReference,
(turnContext, cancellationToken) => turnContext.SendActivityAsync(responseActivity, cancellationToken), default);
var traceActivity = Activity.CreateTraceActivity(
"ServiceNowVirtualAgent",
$"Response from ServiceNow Virtual Agent received (Id:{responseMessage.requestId})",
label: "ServiceNowHandoff->Response from ServiceNow Virtual Agent");
await(_adapter).ContinueConversationAsync(
_credentials.MsAppId,
handoffRecord.ConversationReference,
(turnContext, cancellationToken) => turnContext.SendActivityAsync(traceActivity, cancellationToken), default);
}
}
else
{
// The bot has no record of this conversation, this should not happen
throw new Exception("Cannot find conversation");
}
}
}
// A sample mapping from ServiceNow response types to Bot Framework concepts, in many cases this will need to be adapted to a
// Bot owners specific requirements and styling.
private async Task HandleContentEvent(ServiceNowResponseMessage responseMessage)
{
int VAOptionsCount = 0;
foreach (var item in responseMessage.body)
{
IMessageActivity responseActivity;
// Map ServiceNow UX controls to Bot Framework concepts. This will need refinement as broader experiences are used but this covers a broad range of out-of-box ServiceNow response types.
switch (item.uiType)
{
case "TopicPickerControl":
case "ItemPicker":
case "Picker":
if (item.options.All(o => !string.IsNullOrEmpty(o.attachment)))
{
// Map the picker concept to a HeroCard carousel
responseActivity = MessageFactory.Text(item.label);
responseActivity.AttachmentLayout = "carousel";
responseActivity.Attachments = new List <Microsoft.Bot.Schema.Attachment>();
foreach (var option in item.options)
{
var card = new HeroCard(
subtitle: option.description,
images: new List <CardImage>()
{
new CardImage($"https://{_credentials.ServiceNowTenant}/{option.attachment}")
},
buttons: new List <CardAction>
{
new CardAction("imBack", option.label, value: option.label)
});
responseActivity.Attachments.Add(card.ToAttachment());
}
}
else
{
List <CardAction> cardActions = new List <CardAction>();
foreach (var option in item.options)
{
VAOptionsCount = VAOptionsCount + 1;
cardActions.Add(new CardAction("imBack", option.description ?? option.label, value: option.label));
if (VAOptionsCount <= item.options.Count())
{
if (VAOptionsCount == 50)
{
break;
}
}
}
var pickerHeroCard = new HeroCard(text: item.promptMsg ?? item.label, buttons: cardActions);
responseActivity = MessageFactory.Attachment(pickerHeroCard.ToAttachment());
}
break;
case "DefaultPicker":
// Map the picker concept to a basic HeroCard with buttons
List <CardAction> defaultPickerActions = new List <CardAction>();
foreach (var option in item.options)
{
VAOptionsCount = VAOptionsCount + 1;
defaultPickerActions.Add(new CardAction("imBack", option.description ?? option.label, value: option.label));
if (VAOptionsCount <= item.options.Count())
{
if (VAOptionsCount == 50)
{
break;
}
}
}
var defaultPickerCard = new HeroCard(buttons: defaultPickerActions);
responseActivity = MessageFactory.Attachment(defaultPickerCard.ToAttachment());
break;
case "GroupedPartsOutputControl":
responseActivity = MessageFactory.Text(item.header);
responseActivity.AttachmentLayout = "carousel";
responseActivity.Attachments = new List <Microsoft.Bot.Schema.Attachment>();
foreach (var action in item.values)
{
var card = new HeroCard(subtitle: action.description, buttons: new List <CardAction>
{
new CardAction("openUrl", action.label ?? action.action, value: action.action)
});
if (VAOptionsCount <= item.values.Count())
{
if (VAOptionsCount == 11)
{
break;
}
responseActivity.Attachments.Add(card.ToAttachment());
}
}
break;
case "Boolean":
List <CardAction> booleanCardActions = new List <CardAction>();
booleanCardActions.Add(new CardAction("imBack", title: "Yes", displayText: "Yes", value: "true"));
booleanCardActions.Add(new CardAction("imBack", title: "No", displayText: "Yes", value: "false"));
var booleanHeroCard = new HeroCard(text: item.promptMsg ?? item.label, buttons: booleanCardActions);
responseActivity = MessageFactory.Attachment(booleanHeroCard.ToAttachment());
break;
case "OutputText":
responseActivity = MessageFactory.Text(item.value?.ToString() ?? item.label);
break;
case "OutputImage":
var cardImages = new List <CardImage>();
cardImages.Add(new CardImage(url: $"{_credentials.ServiceNowTenant}{item.value}"));
var imageHeroCard = new HeroCard(images: cardImages);
responseActivity = MessageFactory.Attachment(imageHeroCard.ToAttachment());
break;
case "OutputLink":
var bodyValue = item.value as BodyValue;
var linkHeroCard = new HeroCard(text: item.header, buttons: new List <CardAction>
{
new CardAction("openUrl", item.label, value: bodyValue.action)
});
responseActivity = MessageFactory.Attachment(linkHeroCard.ToAttachment());
break;
case "OutputCard":
var cardData = JObject.Parse(item.data.ToString());
var items = new List <AdaptiveColumnSet>();
var titleColumnSet = new AdaptiveColumnSet
{
Columns = new List <AdaptiveColumn>()
{
new AdaptiveColumn
{
Items = new List <AdaptiveElement>()
{
new AdaptiveTextBlock(cardData["title"]?.ToString())
{
Size = AdaptiveTextSize.Medium,
Weight = AdaptiveTextWeight.Bolder
}
}
},
new AdaptiveColumn
{
Items = new List <AdaptiveElement>()
{
new AdaptiveTextBlock(cardData["subtitle"]?.ToString())
{
Size = AdaptiveTextSize.Medium
}
}
}
}
};
items.Add(titleColumnSet);
foreach (var field in cardData["fields"])
{
var columnSet = new AdaptiveColumnSet
{
Columns = new List <AdaptiveColumn>()
{
new AdaptiveColumn
{
Items = new List <AdaptiveElement>()
{
new AdaptiveTextBlock(field["fieldLabel"]?.ToString())
{
Weight = AdaptiveTextWeight.Bolder
}
}
},
new AdaptiveColumn
{
Items = new List <AdaptiveElement>()
{
new AdaptiveTextBlock(field["fieldValue"]?.ToString())
{
Wrap = true
}
}
}
}
};
items.Add(columnSet);
}
var adaptiveCard = new AdaptiveCard(new AdaptiveSchemaVersion(1, 2))
{
Body = new List <AdaptiveElement>()
};
adaptiveCard.Body.AddRange(items);
responseActivity = MessageFactory.Attachment(new Attachment
{
ContentType = AdaptiveCard.ContentType,
Content = JObject.FromObject(adaptiveCard),
});
break;
case "DateTime":
var dateTimeCard = new AdaptiveCard(new AdaptiveSchemaVersion(1, 2))
{
Body = new List <AdaptiveElement>()
{
new AdaptiveContainer()
{
Items = new List <AdaptiveElement>()
{
new AdaptiveTextBlock()
{
Text = item.label,
Wrap = true
},
new AdaptiveDateInput()
{
Id = "dateVal",
Value = DateTime.UtcNow.ToString("MM-dd-yyyy")
},
new AdaptiveTimeInput()
{
Id = "timeVal"
}
}
}
},
Actions = new List <AdaptiveAction>()
{
// Using a SubmitAction with an msteams messageBack object to show display text
// from the user while sending the date and time inputs as data
new AdaptiveSubmitAction()
{
Title = "Submit",
DataJson = "{\r\n\"msteams\": {\r\n\"type\": \"messageBack\",\r\n\"displayText\": \"Datetime submitted\"\r\n}\r\n}"
}
}
};
responseActivity = MessageFactory.Attachment(new Attachment
{
ContentType = AdaptiveCard.ContentType,
Content = JObject.FromObject(dateTimeCard),
});
break;
default:
responseActivity = MessageFactory.Text(item.value?.ToString() ?? item.label);
break;
}
if (await ConversationHandoffRecordMap.GetByRemoteConversationId(responseMessage.clientSessionId) is ServiceNowHandoffRecord handoffRecord)
{
if (!handoffRecord.ConversationRecord.IsClosed)
{
MicrosoftAppCredentials.TrustServiceUrl(handoffRecord.ConversationReference.ServiceUrl);
await(_adapter).ContinueConversationAsync(
_credentials.MsAppId,
handoffRecord.ConversationReference,
(turnContext, cancellationToken) => turnContext.SendActivityAsync(responseActivity, cancellationToken), default);
var traceActivity = Activity.CreateTraceActivity(
"ServiceNowVirtualAgent",
$"Response from ServiceNow Virtual Agent received (Id:{responseMessage.requestId})",
label: "ServiceNowHandoff->Response from ServiceNow Virtual Agent");
await(_adapter).ContinueConversationAsync(
_credentials.MsAppId,
handoffRecord.ConversationReference,
(turnContext, cancellationToken) => turnContext.SendActivityAsync(traceActivity, cancellationToken), default);
}
}
else
{
// The bot has no record of this conversation, this should not happen
throw new Exception("Cannot find conversation");
}
}
}
public static async Task <ServiceNowConversationRecord> EscalateToAgentAsync(ITurnContext turnContext, IEventActivity handoffEvent, string serviceNowTenant, string serviceNowAuthConnectionName, ConversationHandoffRecordMap conversationHandoffRecordMap)
{
var context = handoffEvent.Value as JObject;
// These can be null, it may not be necessary to pass these if ServiceNow can infer from the logger in user (SSO) but shows the concept
// of how a Bot can pass information as part of the handoff event for use by ServiceNow.
var timeZone = context?.Value <string>("timeZone");
var userId = context?.Value <string>("userId");
var emailId = context?.Value <string>("emailId");
return(new ServiceNowConversationRecord {
ConversationId = turnContext.Activity.Conversation.Id, ServiceNowTenant = serviceNowTenant, ServiceNowAuthConnectionName = serviceNowAuthConnectionName, Timezone = timeZone, UserId = userId, EmailId = emailId
});
}
