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Help Center: Connect to zendesk when user wants to contact support #95680

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merged 1 commit into from
Oct 24, 2024
+39 −18
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Help Center: Connect to zendesk when user wants to contact support #95680

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11 changes: 9 additions & 2 deletions packages/odie-client/src/components/message/direct-escalation-link.tsx
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Original file line number Diff line number Diff line change
Expand Up @@ -2,9 +2,12 @@ import { useCallback } from '@wordpress/element';
import { __ } from '@wordpress/i18n';
import { useNavigate } from 'react-router-dom';
import { useOdieAssistantContext } from '../../context';
import { useCreateZendeskConversation } from '../../query/use-create-zendesk-conversation';

export const DirectEscalationLink = ( { messageId }: { messageId: number | undefined } ) => {
const { trackEvent, isUserEligibleForPaidSupport } = useOdieAssistantContext();
const newConversation = useCreateZendeskConversation();
const { shouldUseHelpCenterExperience, trackEvent, isUserEligibleForPaidSupport } =
useOdieAssistantContext();
const navigate = useNavigate();
const handleClick = useCallback( () => {
trackEvent( 'chat_message_direct_escalation_link_click', {
Expand All @@ -13,7 +16,11 @@ export const DirectEscalationLink = ( { messageId }: { messageId: number | undef
} );

if ( isUserEligibleForPaidSupport ) {
navigate( '/contact-options' );
if ( shouldUseHelpCenterExperience ) {
newConversation();
} else {
navigate( '/contact-options' );
}
} else {
navigate( '/contact-form?mode=FORUM' );
}
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39 changes: 23 additions & 16 deletions packages/odie-client/src/components/message/user-message.tsx
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Expand Up @@ -22,6 +22,7 @@ export const UserMessage = ( {

const hasCannedResponse = message.context?.flags?.canned_response;
const isRequestingHumanSupport = message.context?.flags?.forward_to_human_support;
const isOnlyMessage = message.context?.flags?.only_message;
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It took me a while to understand the idea behind this boolean.
I would suggest us to rename this variable. Maybe we should call it “hide-disclaimer” or something similar. WDYT?

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Plus, I think we could extract this into another place, this is getting too conditional and difficult to read/follow.

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One refactoring example:

const renderExtraContactOptions = () => {
		return shouldUseHelpCenterExperience ? <GetSupport /> : extraContactOptions;
	};

	const renderDisclaimers = () => (
		<>
			<WasThisHelpfulButtons message={ message } isDisliked={ isDisliked } />
			<DirectEscalationLink messageId={ message.message_id } />
			<div className="disclaimer">
				{ __(
					"Generated by WordPress.com's Support AI. AI-generated responses may contain inaccurate information.",
					__i18n_text_domain__
				) }
				<ExternalLink href="https://automattic.com/ai-guidelines">
					{ __( 'Learn more.', __i18n_text_domain__ ) }
				</ExternalLink>
			</div>
		</>
	);

	return (
		<>
			<Markdown
				urlTransform={ uriTransformer }
				components={ {
					a: CustomALink,
				} }
			>
				{ isRequestingHumanSupport ? displayMessage : message.content }
			</Markdown>
			{ ! isOnlyMessage && (
				<>
					{ showExtraContactOptions ? renderExtraContactOptions() : isBot && renderDisclaimers() }
				</>
			) }
		</>
	);

const hasFeedback = !! message?.rating_value;
const isBot = message.role === 'bot';
const isPositiveFeedback =
Expand All @@ -46,23 +47,29 @@ export const UserMessage = ( {
>
{ isRequestingHumanSupport ? displayMessage : message.content }
</Markdown>
{ showExtraContactOptions &&
( shouldUseHelpCenterExperience ? <GetSupport /> : extraContactOptions ) }
{ ! showExtraContactOptions && isBot && (
<WasThisHelpfulButtons message={ message } isDisliked={ isDisliked } />
) }
{ isBot && (
{ ! isOnlyMessage && (
<>
{ ! showExtraContactOptions && <DirectEscalationLink messageId={ message.message_id } /> }
<div className="disclaimer">
{ __(
"Generated by WordPress.com's Support AI. AI-generated responses may contain inaccurate information.",
__i18n_text_domain__
) }
<ExternalLink href="https://automattic.com/ai-guidelines">
{ __( 'Learn more.', __i18n_text_domain__ ) }
</ExternalLink>
</div>
{ showExtraContactOptions &&
( shouldUseHelpCenterExperience ? <GetSupport /> : extraContactOptions ) }
{ ! showExtraContactOptions && isBot && (
<WasThisHelpfulButtons message={ message } isDisliked={ isDisliked } />
) }
{ isBot && (
<>
{ ! showExtraContactOptions && (
<DirectEscalationLink messageId={ message.message_id } />
) }
<div className="disclaimer">
{ __(
"Generated by WordPress.com's Support AI. AI-generated responses may contain inaccurate information.",
__i18n_text_domain__
) }
<ExternalLink href="https://automattic.com/ai-guidelines">
{ __( 'Learn more.', __i18n_text_domain__ ) }
</ExternalLink>
</div>
</>
) }
</>
) }
</>
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6 changes: 6 additions & 0 deletions packages/odie-client/src/query/use-create-zendesk-conversation.ts
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Original file line number Diff line number Diff line change
Expand Up @@ -18,6 +18,12 @@ export const useCreateZendeskConversation = (): ( () => Promise< void > ) => {
content: "We're connecting you to our support team.",
role: 'bot',
type: 'message',
context: {
flags: {
only_message: true,
},
site_id: null,
},
} );

setChatStatus( 'sending' );
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1 change: 1 addition & 0 deletions packages/odie-client/src/types/index.ts
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Original file line number Diff line number Diff line change
Expand Up @@ -62,6 +62,7 @@ export type Context = {
flags?: {
forward_to_human_support?: boolean;
canned_response?: boolean;
only_message?: boolean;
};
};

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