public override async Task ExecuteAsync(IContext context, CreateTicketSettings settings, CancellationToken cancellationToken)
{
if (settings.OwnerIdentity == null)
{
settings.OwnerIdentity = context.OwnerIdentity;
}
if (settings.CustomerIdentity == null)
{
settings.CustomerIdentity = context.UserIdentity;
}
if (context.Flow.BuilderConfiguration.UseTunnelOwnerContext ?? false)
{
if (settings.RoutingOwnerIdentity == null)
{
settings.RoutingOwnerIdentity = _application.Identity;
}
if (settings.RoutingCustomerIdentity == null)
{
settings.RoutingCustomerIdentity = context.Input.Message.From.ToIdentity();
}
}
var ticket = await _helpDeskExtension.CreateTicketAsync(settings, cancellationToken);
context.SetTicket(ticket);
if (!string.IsNullOrWhiteSpace(settings.Variable))
{
await context.SetVariableAsync(settings.Variable, ticket.Id, cancellationToken);
}
}
public override async Task ExecuteAsync(IContext context, CreateTicketSettings settings, CancellationToken cancellationToken)
{
var ticket = new Ticket()
{
OwnerIdentity = settings.OwnerIdentity,
CustomerIdentity = settings.CustomerIdentity,
RoutingOwnerIdentity = settings.RoutingOwnerIdentity,
RoutingCustomerIdentity = settings.RoutingCustomerIdentity,
CustomerInput = settings.CustomerInput,
};
if (ticket.OwnerIdentity == null)
{
ticket.OwnerIdentity = context.OwnerIdentity;
}
if (ticket.CustomerIdentity == null)
{
ticket.CustomerIdentity = context.UserIdentity;
}
if (context.Flow.BuilderConfiguration.UseTunnelOwnerContext ?? false)
{
if (ticket.RoutingOwnerIdentity == null &&
ticket.OwnerIdentity != _application.Identity)
{
ticket.RoutingOwnerIdentity = _application.Identity;
}
if (ticket.RoutingCustomerIdentity == null)
{
var fromIdentity = context.Input.Message.From.ToIdentity();
if (ticket.CustomerIdentity != fromIdentity)
{
ticket.RoutingCustomerIdentity = fromIdentity;
}
}
}
if (ticket.CustomerInput == null)
{
ticket.CustomerInput = new DocumentContainer
{
Value = context.Input.Content
};
}
var createdTicket = await _helpDeskExtension.CreateTicketAsync(ticket, cancellationToken);
context.SetTicket(createdTicket);
if (!string.IsNullOrWhiteSpace(settings.Variable))
{
await context.SetVariableAsync(settings.Variable, createdTicket.Id, cancellationToken);
}
}
public async Task ReceiveAsync(Message message, CancellationToken cancellationToken)
{
// Redirect customer from human to robot.
if (message.Content.GetType().Equals(typeof(Redirect)))
{
var redirect = message.Content as Redirect;
var ticket = redirect.Context.Value as Ticket;
var fromIdentity = Uri.UnescapeDataString(message.From.Name);
_states.Remove(fromIdentity.ToString());
Console.WriteLine($"< Ticket [ID:{ticket.Id}]: Finished");
return;
}
// Customer is talking with a human
if (_states.ContainsKey(message.From) && _states[message.From].Equals("human"))
{
// Fowarding message to an agent
await _helpDeskExtension.ForwardMessageToAgentAsync(message, cancellationToken);
return;
}
// Customer is talking with the bot
var content = message.Content as PlainText;
Console.WriteLine($"< Received message [FROM:{message.From}]: {message.Content}");
if (content.Text.ToLowerInvariant().Equals("atendimento"))
{
_states.Add(message.From.ToIdentity().ToString(), "human");
// Create a new ticket
var ticket = await _helpDeskExtension.CreateTicketAsync(message.From.ToIdentity(), message.Content, cancellationToken);
await _helpDeskExtension.ForwardMessageToAgentAsync(message, cancellationToken);
}
else
{
await _sender.SendMessageAsync(message.Content, message.From, cancellationToken);
}
}