Help Center: Add loading state when transferring to Zendesk

packages/odie-client/src/components/message/messages-cluster/messages-cluster.tsx

@@ -7,7 +7,7 @@ import { isCSATMessage } from '../../../utils';
 import {
 	hasFeedbackForm,
 	isAttachment,
-	isTransitionToSupportMessage,
+	isZendeskChatStartedMessage,
 	isZendeskIntroMessage,
 } from '../../../utils/csat';
 import ChatWithSupportLabel from '../../chat-with-support';
@@ -112,7 +112,7 @@ export function MessagesClusterizer( { messages }: { messages: Message[] } ) {
 	const { currentUser } = useOdieAssistantContext();
 
 	return groups.map( ( group ) => {
-		const startingHumanSupport = group.messages.some( isTransitionToSupportMessage );
+		const startingHumanSupport = group.messages.some( isZendeskChatStartedMessage );
 		const endingHumanSupport = group.messages.some( isCSATMessage );
 
 		const messageHeader = () => {

packages/odie-client/src/components/message/messages-cluster/style.scss

@@ -40,6 +40,10 @@
 		.odie-chatbox-message {
 			margin-bottom: 16px;
 		}
+
+		.odie-chatbox-message-meta {
+			margin-bottom: 0;
+		}
 	}
 
 	&.role-business {

packages/odie-client/src/components/message/messages-container.tsx

@@ -1,4 +1,6 @@
+import { isTestModeEnvironment } from '@automattic/zendesk-client';
 import { Spinner } from '@wordpress/components';
+import { __ } from '@wordpress/i18n';
 import clx from 'classnames';
 import { useEffect, useRef, useState } from 'react';
 import { NavigationType, useNavigate, useNavigationType, useSearchParams } from 'react-router-dom';
@@ -27,6 +29,7 @@ interface ChatMessagesProps {
 export const MessagesContainer = ( { currentUser }: ChatMessagesProps ) => {
 	const { chat, isChatLoaded, isUserEligibleForPaidSupport, forceEmailSupport } =
 		useOdieAssistantContext();
+	const isTestMode = isTestModeEnvironment();
 	const createZendeskConversation = useCreateZendeskConversation();
 	const [ searchParams, setSearchParams ] = useSearchParams();
 	const navigate = useNavigate();
@@ -143,13 +146,14 @@ export const MessagesContainer = ( { currentUser }: ChatMessagesProps ) => {
 				{ chat.messages?.length > 0 && <MessagesClusterizer messages={ chat.messages } /> }
 				<JumpToRecent containerReference={ messagesContainerRef } />
 
-				{ chat.provider === 'odie' && chat.status === 'sending' && (
-					<div
-						className="odie-chatbox__action-message"
-						ref={ ( div ) => div?.scrollIntoView( { behavior: 'smooth', block: 'end' } ) }
-					>
-						<ThinkingPlaceholder />
-					</div>
+				{ chat.provider === 'odie' && chat.status === 'sending' && <ThinkingPlaceholder /> }
+				{ chat.provider === 'odie' && chat.status === 'transfer' && (
+					<ThinkingPlaceholder
+						content={
+							__( 'Requesting human support', __i18n_text_domain__ ) +
+							( isTestMode ? '… (ZENDESK STAGING)' : '…' )
+						}
+					/>
 				) }
 				{ chat.provider.startsWith( 'zendesk' ) && (
 					<ZendeskTypingIndicator conversationId={ chat.conversationId } />

packages/odie-client/src/components/message/style.scss

@@ -54,6 +54,10 @@ $blueberry-color: #3858e9;
 			display: none;
 		}
 	}
+
+	.odie-chatbox-thinking-placeholder {
+		align-items: center;
+	}
 }
 
 .odie-chatbox-message {

packages/odie-client/src/components/message/thinking-placeholder.tsx

@@ -1,9 +1,14 @@
 import { ThinkingMessage } from '@automattic/agenttic-ui';
 
-export const ThinkingPlaceholder = () => {
+export const ThinkingPlaceholder = ( { content }: { content?: string } ) => {
 	return (
-		<div className="agenttic">
-			<ThinkingMessage />
+		<div
+			className="odie-chatbox__action-message"
+			ref={ ( div ) => div?.scrollIntoView( { behavior: 'smooth', block: 'end' } ) }
+		>
+			<div className="odie-chatbox-thinking-placeholder agenttic">
+				<ThinkingMessage content={ content } />
+			</div>
 		</div>
 	);
 };

packages/odie-client/src/components/message/user-message.tsx

@@ -87,25 +87,31 @@ export const UserMessage = ( {
 	const showGetSupport = isLastBotMessage && ( isRequestingHumanSupport || isErrorMessage );
 	const showActionButtons = ! isRequestingHumanSupport && ! isErrorMessage;
 
-	const shouldOverrideWithForwardMessage = isRequestingHumanSupport && chat.provider !== 'zendesk';
+	const messageContent = () => {
+		if ( ! isRequestingHumanSupport ) {
+			return message.content;
+		}
 
-	const messageContent = shouldOverrideWithForwardMessage
-		? getDisplayMessage(
-				!! hasRecentOpenConversation,
-				isUserEligibleForPaidSupport,
-				canConnectToZendesk,
-				forceEmailSupport,
-				isChatRestricted,
-				message?.context?.flags?.is_error_message,
-				isChatLoaded
-		  )
-		: message.content;
+		if ( chat.provider === 'zendesk' ) {
+			return '';
+		}
+
+		return getDisplayMessage(
+			!! hasRecentOpenConversation,
+			isUserEligibleForPaidSupport,
+			canConnectToZendesk,
+			forceEmailSupport,
+			isChatRestricted,
+			message?.context?.flags?.is_error_message,
+			isChatLoaded
+		);
+	};
 
 	return (
 		<>
 			<div className="odie-chatbox-message__content">
 				<MarkdownOrChildren
-					messageContent={ messageContent }
+					messageContent={ messageContent() }
 					components={ {
 						a: ( props: React.ComponentProps< 'a' > ) => <CustomALink { ...props } />,
 					} }

packages/odie-client/src/constants.tsx

@@ -54,7 +54,7 @@ export function getFlowFromBotSlug( botSlug?: OdieAllBotSlugs ): string {
 	return 'wpcom';
 }
 
-export const getOdieTransferMessage = ( botSlug?: OdieAllBotSlugs ): Message[] => {
+export const getOdieTransferMessages = ( botSlug?: OdieAllBotSlugs ): Message[] => {
 	const isTestMode = isTestModeEnvironment();
 	const flow = getFlowFromBotSlug( botSlug );
 
@@ -73,7 +73,6 @@ export const getOdieTransferMessage = ( botSlug?: OdieAllBotSlugs ): Message[] =
 				context: {
 					flags: {
 						hide_disclaimer_content: true,
-						show_contact_support_msg: true,
 						show_ai_avatar: false,
 					},
 					site_id: null,
@@ -91,7 +90,6 @@ export const getOdieTransferMessage = ( botSlug?: OdieAllBotSlugs ): Message[] =
 		context: {
 			flags: {
 				hide_disclaimer_content: true,
-				show_contact_support_msg: false,
 				show_ai_avatar: false,
 			},
 			site_id: null,
@@ -111,7 +109,6 @@ export const getOdieTransferMessage = ( botSlug?: OdieAllBotSlugs ): Message[] =
 				context: {
 					flags: {
 						hide_disclaimer_content: true,
-						show_contact_support_msg: true,
 						show_ai_avatar: false,
 					},
 					site_id: null,
@@ -132,7 +129,6 @@ export const getOdieTransferMessage = ( botSlug?: OdieAllBotSlugs ): Message[] =
 			context: {
 				flags: {
 					hide_disclaimer_content: true,
-					show_contact_support_msg: true,
 					show_ai_avatar: false,
 				},
 				site_id: null,
@@ -148,7 +144,6 @@ export const getOdieTransferMessage = ( botSlug?: OdieAllBotSlugs ): Message[] =
 			context: {
 				flags: {
 					hide_disclaimer_content: true,
-					show_contact_support_msg: true,
 					show_ai_avatar: false,
 				},
 				site_id: null,
@@ -157,22 +152,6 @@ export const getOdieTransferMessage = ( botSlug?: OdieAllBotSlugs ): Message[] =
 	];
 };
 
-export const getOdieOnErrorTransferMessage = (): Message[] => [
-	{
-		content: getOdieErrorMessage(),
-		role: 'bot',
-		type: 'message',
-		context: {
-			flags: {
-				hide_disclaimer_content: true,
-				show_contact_support_msg: false,
-				show_ai_avatar: true,
-			},
-			site_id: null,
-		},
-	},
-];
-
 export const getOdieThirdPartyMessageContent = (): string =>
 	`${ __(
 		'I’m happy to connect you to a human! However, it looks like 3rd party cookies are disabled in your browser. Please turn them on for our live chat to work properly. [Use our guide](https://wordpress.com/support/third-party-cookies/)',
@@ -203,7 +182,6 @@ export const getOdieEmailFallbackMessage = (): Message => ( {
 	type: 'message',
 	context: {
 		flags: {
-			show_contact_support_msg: false,
 			forward_to_human_support: true,
 		},
 		question_tags: {
@@ -330,6 +308,20 @@ export const getOdieZendeskConnectionErrorMessage = (): Message => {
 	};
 };
 
+export const getZendeskChatStartedMetaMessage = (): Message => ( {
+	content: null,
+	role: 'bot',
+	type: 'meta',
+	internal_message_id: 'zendesk-chat-started',
+	context: {
+		site_id: null,
+		flags: {
+			hide_disclaimer_content: true,
+			show_ai_avatar: false,
+		},
+	},
+} );
+
 export const ODIE_THUMBS_DOWN_RATING_VALUE = 0;
 export const ODIE_THUMBS_UP_RATING_VALUE = 1;
 

packages/odie-client/src/data/use-send-odie-message.ts

@@ -48,7 +48,6 @@ const getErrorMessageForSiteIdAndInternalMessageId = (
 			flags: {
 				forward_to_human_support: true,
 				hide_disclaimer_content: false,
-				show_contact_support_msg: true,
 				show_ai_avatar: true,
 				is_error_message: true,
 			},

packages/odie-client/src/hooks/use-create-zendesk-conversation.ts

@@ -2,14 +2,13 @@ import { useUpdateZendeskUserFields, type ZendeskConversation } from '@automatti
 import { useLocation, useNavigate } from 'react-router-dom';
 import Smooch from 'smooch';
 import {
-	getOdieOnErrorTransferMessage,
-	getOdieTransferMessage,
 	getErrorTryAgainLaterMessage,
+	getOdieTransferMessages,
+	getZendeskChatStartedMetaMessage,
 } from '../constants';
 import { useOdieAssistantContext } from '../context';
 import { useManageSupportInteraction } from '../data';
 import { useCurrentSupportInteraction } from '../data/use-current-support-interaction';
-import type { OdieAllBotSlugs } from '../types';
 
 export const useCreateZendeskConversation = () => {
 	const {
@@ -81,10 +80,9 @@ export const useCreateZendeskConversation = () => {
 				active_interaction_id: activeInteractionId || null,
 				is_chat_loaded: isChatLoaded,
 			} );
-			const errorMessageObj = getErrorTryAgainLaterMessage();
 
 			setChat( {
-				messages: [ ...previousMessages, errorMessageObj ],
+				messages: [ ...previousMessages, getErrorTryAgainLaterMessage() ],
 				status: 'loaded',
 				provider: previousProvider,
 				conversationId: previousConversationId,
@@ -94,14 +92,8 @@ export const useCreateZendeskConversation = () => {
 			} );
 		};
 
-		// Get transfer messages to identify and remove them on error
-		const transferMessages = isFromError
-			? getOdieOnErrorTransferMessage()
-			: getOdieTransferMessage( currentSupportInteraction?.bot_slug as OdieAllBotSlugs );
-
 		setChat( ( prevChat ) => ( {
 			...prevChat,
-			messages: [ ...prevChat.messages, ...transferMessages ],
 			status: 'transfer',
 		} ) );
 
@@ -186,6 +178,11 @@ export const useCreateZendeskConversation = () => {
 			setChat( ( prevChat ) => ( {
 				...prevChat,
 				conversationId: conversationId,
+				messages: [
+					...prevChat.messages,
+					...getOdieTransferMessages( currentSupportInteraction?.bot_slug ),
+					getZendeskChatStartedMetaMessage(),
+				],
 				provider: 'zendesk',
 				status: 'loaded',
 			} ) );

packages/odie-client/src/hooks/use-get-combined-chat.ts

@@ -5,7 +5,7 @@ import { useIsMutating } from '@tanstack/react-query';
 import { useSelect } from '@wordpress/data';
 import { useState, useEffect, useRef } from '@wordpress/element';
 import { getMessageUniqueIdentifier } from '../components/message/utils/get-message-unique-identifier';
-import { getOdieTransferMessage } from '../constants';
+import { getOdieTransferMessages, getZendeskChatStartedMetaMessage } from '../constants';
 import { emptyChat } from '../context';
 import { useGetZendeskConversation, useManageSupportInteraction, useOdieChat } from '../data';
 import { useCurrentSupportInteraction } from '../data/use-current-support-interaction';
@@ -14,7 +14,7 @@ import {
 	getOdieIdFromInteraction,
 	getIsRequestingHumanSupport,
 } from '../utils';
-import type { Chat, Message, OdieAllBotSlugs } from '../types';
+import type { Chat, Message } from '../types';
 
 function isEqual( message1: Message, message2: Message ) {
 	const message1Id = getMessageUniqueIdentifier( message1 );
@@ -142,9 +142,8 @@ export const useGetCombinedChat = (
 								conversationId: conversation.id,
 								messages: [
 									...( odieChat ? filteredOdieMessages : [] ),
-									...getOdieTransferMessage(
-										currentSupportInteraction?.bot_slug as OdieAllBotSlugs
-									),
+									...getOdieTransferMessages( currentSupportInteraction?.bot_slug ),
+									getZendeskChatStartedMetaMessage(),
 									...( deduplicateZDMessages( [
 										// During connection recovery, the user queued messages can be deleted. This ensure they remain. And `deduplicateZDMessages` takes of duplication.
 										...( isSameConversation

packages/odie-client/src/types.ts

@@ -114,7 +114,6 @@ export type Context = {
 		failed_zendesk_connection?: boolean;
 		forward_to_human_support?: boolean;
 		hide_disclaimer_content?: boolean;
-		show_contact_support_msg?: boolean;
 		show_ai_avatar?: boolean;
 		is_error_message?: boolean;
 	};

packages/odie-client/src/utils/csat.ts

@@ -12,8 +12,8 @@ export const isAttachment = ( message: Message ) =>
 export const isZendeskIntroMessage = ( message: Message | ZendeskMessage ) =>
 	'source' in message && message.source?.type === 'zd:answerBot';
 
-export const isTransitionToSupportMessage = ( message: Message ) =>
-	!! message?.context?.flags?.show_contact_support_msg;
+export const isZendeskChatStartedMessage = ( message: Message ) =>
+	message?.internal_message_id === 'zendesk-chat-started';
 
 export const hasCSATMessage = ( chat: Chat ) => {
 	return chat?.messages.some( isCSATMessage );