[NEW] CX Agent Expansion

DialogflowApp.ts

@@ -24,6 +24,7 @@ import { OnAgentAssignedHandler } from './handler/OnAgentAssignedHandler';
 import { OnAgentUnassignedHandler } from './handler/OnAgentUnassignedHandler';
 import { OnSettingUpdatedHandler } from './handler/OnSettingUpdatedHandler';
 import { PostMessageSentHandler } from './handler/PostMessageSentHandler';
+import { EventScheduler } from './lib/EventTimeoutProcessor';
 
 import { SessionMaintenanceProcessor } from './lib/sessionMaintenance/SessionMaintenanceProcessor';
 
@@ -87,7 +88,9 @@ export class DialogflowApp extends App implements IPostMessageSent, IPostLivecha
                 new FulfillmentsEndpoint(this),
             ],
         });
-        await configuration.scheduler.registerProcessors([new SessionMaintenanceProcessor('session-maintenance')]);
+
+        await configuration.scheduler.registerProcessors([new SessionMaintenanceProcessor('session-maintenance'),
+                                                            new EventScheduler('event-scheduler')]);
 
         await Promise.all(settings.map((setting) => configuration.settings.provideSetting(setting)));
     }

config/Settings.ts

@@ -1,9 +1,9 @@
 import { ISetting, SettingType } from '@rocket.chat/apps-engine/definition/settings';
-
 export enum AppSetting {
     DialogflowBotUsername = 'dialogflow_bot_username',
     DialogflowBotId = 'dialogflow_bot_id',
     DialogflowProjectId = 'dialogflow_project_id',
+    DialogflowVersion = 'dialog_flow_version',
     DialogflowClientEmail = 'dialogflow_client_email',
     DialogFlowPrivateKey = 'dialogflow_private_key',
     DialogflowEnvironment = 'dialogflow_environment',
@@ -25,6 +25,9 @@ export enum AppSetting {
     DialogflowSessionMaintenanceInterval = 'dialogflow_session_maintenance_interval',
     DialogflowSessionMaintenanceEventName = 'dialogflow_session_maintenance_event_name',
     DialogflowLogLevel = 'log_level',
+    DialogflowAgentId = 'dialogflow_cx_agent_id',
+    DialogflowRegion = 'dialogflow_cx_region',
+    DialogflowCXFallbackEvents = 'dialogflow_cx_fallback_events',
 }
 
 export enum DefaultMessage {
@@ -38,6 +41,18 @@ export enum DefaultMessage {
 }
 
 export const settings: Array<ISetting> = [
+    {
+        id: AppSetting.DialogflowVersion,
+        public: true,
+        type: SettingType.SELECT,
+        packageValue: 'ES',
+        i18nLabel: 'agent_version',
+        values: [
+            { key: 'ES', i18nLabel: 'ES' },
+            { key: 'CX', i18nLabel: 'CX' },
+        ],
+        required: true,
+    },
     {
         id: AppSetting.DialogflowBotUsername,
         public: true,
@@ -89,6 +104,24 @@ export const settings: Array<ISetting> = [
         i18nDescription: 'dialogflow_environment_description',
         required: false,
     },
+    {
+        id: AppSetting.DialogflowAgentId,
+        public: true,
+        type: SettingType.STRING,
+        packageValue: '',
+        i18nLabel: 'dialogflow_cx_agent_id',
+        i18nDescription: 'dialogflow_cx_agent_id_desc',
+        required: false,
+    },
+    {
+        id: AppSetting.DialogflowRegion,
+        public: true,
+        type: SettingType.STRING,
+        packageValue: '',
+        i18nLabel: 'dialogflow_cx_region',
+        i18nDescription: 'dialogflow_cx_region_desc',
+        required: false,
+    },
     {
         id: AppSetting.DialogflowFallbackResponsesLimit,
         public: true,

docs/CXAgent.md

@@ -0,0 +1,50 @@
+# Set Up For Dialogflow CX Agent <img src="https://gstatic.com/dialogflow-console/common/assets/ccai-icon-family/dialogflow-cx-512-color.png" width="75" />
+
+## Section I: Setting up project
+
+### Set up for users with no existing google cloud project 
+
+- Go to the [Dialogflow CX platform](https://dialogflow.cloud.google.com/cx/projects) and create a new project. <br>
+
+<img src="https://i.imgur.com/7TNUxl0.png" width="75%" />
+
+- Generate a key with the services credentials from `Service Accounts -> Actions -> Manage keys -> Add Key -> Create new key` with JSON key type <br> 
+
+<img src="https://i.imgur.com/HuwAbZp.png" width="75%"/>
+
+- Create a Billing Account with a specificied payment method on your Google platform in `Billing -> Manage Billing Accounts -> Create Account`. Setup up a billing profile and activate billing.
+
+- From your Google Cloud Platform dashboard enable the Dialogflow API from `APIs & Services -> ENABLE APIS AND SERVICES`, search for **Dialogflow Api**, select it and click enable.<br>
+
+<img src="https://i.imgur.com/Sv6I1x3.png" width="75%"/>
+
+### Set up for users with existing google cloud project 
+
+- Create a Billing Account with a specificied payment method on your Google platform in `Billing -> Manage Billing Accounts -> Create Account`. Setup up a billing profile and activate billing.
+- From your Google Cloud Platform dashboard enable the Dialogflow API from `APIs & Services -> ENABLE APIS AND SERVICES`, search for **Dialogflow Api**, select it and click enable.
+
+<hr>
+
+## Section II: Create Agent
+
+- From the [Dialogflow CX platform](https://dialogflow.cloud.google.com/cx/projects) select the project and create a new agent.
+
+<hr>
+
+## Section III: Setting up Apps.Dialogflow
+
+
+- Set agent version to **CX**. <br> <img src="https://i.imgur.com/f5dhWIp.png" weight="600"/>
+- From the [Dialogflow CX platform](https://dialogflow.cloud.google.com/cx/projects) select the project and from your agent list press <button>⋮</button> and select **Copy Name**.
+- The agent name has the following format: <br> 
+<b>projects/PROJECT_ID/locations/<mark style="color: red">REGION_ID</mark>/agents/<mark style="color: red">AGENT_ID</mark></b>
+- Paste **AGENT_ID** to **Dialogflow Agent ID** and **REDION ID** to **Dialogflow Region**. <br>
+<img src="https://i.imgur.com/TCAkRQs.png" width="75%"/>
+
+<hr>
+
+## Section IV: Additional Settings
+
+- Dialogflow CX does not support fallback Intents. You can create a list of comma-separated event names in **Fallback Events** that will be treated as fallback events by the app.
+
+

docs/ES-CX comparison.md

@@ -0,0 +1,90 @@
+# Dialogflow ES | CX comparison
+
+This document files the re-work done in Apps.Dialogflow in order to fully support the functionality of a CX agent and satisfy the requirements of the [Chatbot Client Replacement](https://github.com/WideChat/Rocket.Chat/projects/3) project.
+
+## Introduction
+ ### 1. Dialogflow ES
+ * Uses intents and context to control the flow of the conversation. 
+ * Needs to use webhooks to send information to the application for calculations.
+
+ ### 2. Dialogflow CX
+ * Pages with routes to control the flow. A page is a container that can contain multiple routes, events.
+ * Intents have been simplified for reusability. They now only contain their name and relevant training phrases.
+ * Each route contains one intent. If a route's intent inside a page is triggered then the route will direct the flow to a different page. ![enter image description here](https://i.imgur.com/KyL46h2.png)
+ * Webhooks use is not as necessary. Logic is handled inside the route / event.
+ * Routes can be conditional.
+ * Session parameters are used to capture and reference values that have been supplied by the end-user during a session.
+ * Entity syntax is changed.
+ * Multiple flows can be constructed for complex agents.
+
+## Connection & Authentication
+
+ ### 1. Dialogflow ES
+
+ - Dialogflow ES requires an **access token** as the URL parameter of the API call to the server.
+ - Dialogflow ES is available GoogleAPIs **v2**.
+
+ ***SERVER URL***
+``https://dialogflow.googleapis.com/v2/projects/${projectId}/agent/environments/${environment || 'draft'}/users/-/sessions/${sessionId}:detectIntent?access_token=${accessToken}``
+
+### 2. Dialogflow CX
+
+- Dialogflow CX requires an **access token** in the header of the HTTP request.
+	***HEADER***
+	``{ 'Content-Type':  Headers.CONTENT_TYPE_JSON, 'Accept':  Headers.ACCEPT_JSON, 'Authorization':  'Bearer ' + accessToken }``
+- Dialogflow CX is available GoogleAPIs **v3**.
+-  The CX agent server URL requires an additional **regionID** and **agentID** both are found in the agent's full name in the [Dialogflow CX console](https://dialogflow.cloud.google.com/cx/projects)  with the following format:
+	>projects/PROJECT_ID/locations/***REGION_ID***/agents/***AGENT_ID***
+
+	***SERVER URL***
+	``https://${regionId}-dialogflow.googleapis.com/v3/projects/${projectId}/locations/${regionId}/agents/${agentId}/sessions/${sessionId}:detectIntent`;``
+
+## Request Structure
+
+ ### 1. Dialogflow ES
+| Entity | Content |
+|--|--|
+| Header  | ``{ 'Content-Type':  Headers.CONTENT_TYPE_JSON, 'Accept':  Headers.ACCEPT_JSON }``|
+| Body| ``{ event:  content }`` <br>**or** <br> ``{ text: { languageCode:  LanguageCode, text:  content } }``|
+
+ ### 2. Dialogflow CX
+| Entity | Content |
+|--|--|
+| Header  | ``{ 'Content-Type':  Headers.CONTENT_TYPE_JSON, 'Accept':  Headers.ACCEPT_JSON, 'Authorization':  'Bearer ' + accessToken }`` <br> |
+| Body| ``{ event: { event:  content} }`` <br> ``languageCode:  LanguageCode`` <br>**or** <br>``{ text: {  text:  content } }`` <br> ``languageCode:  LanguageCode`` |
+
+## Response Structure
+
+ ### 1. Dialogflow ES
+| Parameters | Description |
+|--|--|
+| fulfillmentMessages  | **Array:** Contains the text message and custom payloads of the agent response |
+| isFallback | **Boolean:** Is true when intent is a fallback.|
+| intent |**Object:** Triggered intent's name and display name.|
+| intentDetectionConfidence |**Float:** Values: 0-1  |
+| languageCode | **String:** Returns the language code of the agent's current language.|
+| parameters | **Object:** The agent entities relative to the request  |
+
+
+ ### 2. Dialogflow CX
+| Parameters | Description |
+|--|--|
+| currentPage  | **Object:** The current page of the conversation flow. Contains name and displayName |
+| diagnosticInfo | **Object:** Contains objects related to the flow and intent matching. <br> - Triggered Transistion Names <br> - Transistion Targets Chain <br> - Alternative Matched Intents|
+| intent |**Object:** Triggered intent's name and display name as well as |
+| intentDetectionConfidence |**Float:** Values: 0-1  |
+| languageCode | **String:** Returns the language code of the agent's current language.|
+| match | **Object:** Contains parameters related to the matched intents. <br> - confidence <br> - intent <br> - matchType <br> - resolvedInput|
+| parameters | **Object:** The agent entities relative to the request  |
+| responseMessages  | **Array:** Contains the text message, custom payloads of the agent response, successful response metadata, live agent handoff data and conditional response messages|
+
+## Apps.Dialogflow Requirement Alterations
+
+### 1. Fallbacks
+Fallbacks are used by Apps.Dialogflow to automatically connect a guest to a live agent after a set amount of wrong inputs. Dialogflow ES allows the creation of fallback intents which return `isFallback = true` in the response object. Dialogflow CX pages / intents cannot be set as fallbacks. 
+
+#### Proposed Solution
+Dialogflow CX by default starts with a  `sys.no-match.default` event. The event handler will contain a custom payload ``{
+  "isFallback": true
+}``. The function parsing CX responses in Apps.Dialogflow will search for a parameter `isFallback` in the payloads array instead of searching the full response object. 
+

endpoints/IncomingEndpoint.ts

@@ -23,15 +23,15 @@ export class IncomingEndpoint extends ApiEndpoint {
         this.app.getLogger().info(Logs.ENDPOINT_RECEIVED_REQUEST);
 
         try {
-            await this.processRequest(read, modify, http, request.content);
+            await this.processRequest(read, modify, persis, http, request.content);
             return createHttpResponse(HttpStatusCode.OK, { 'Content-Type': Headers.CONTENT_TYPE_JSON }, { result: Response.SUCCESS });
         } catch (error) {
             this.app.getLogger().error(Logs.ENDPOINT_REQUEST_PROCESSING_ERROR, error);
             return createHttpResponse(HttpStatusCode.INTERNAL_SERVER_ERROR, { 'Content-Type': Headers.CONTENT_TYPE_JSON }, { error: error.message });
         }
     }
 
-    private async processRequest(read: IRead, modify: IModify, http: IHttp, endpointContent: IActionsEndpointContent) {
+    private async processRequest(read: IRead, modify: IModify, persistence: IPersistence, http: IHttp, endpointContent: IActionsEndpointContent) {
 
         const { action, sessionId } = endpointContent;
         if (!sessionId) { throw new Error(Logs.INVALID_SESSION_ID); }
@@ -51,13 +51,13 @@ export class IncomingEndpoint extends ApiEndpoint {
                 if (!event) { throw new Error(Logs.INVALID_EVENT_DATA); }
 
                 try {
-                    const response: IDialogflowMessage = await Dialogflow.sendRequest(http, read, modify, sessionId, event, DialogflowRequestType.EVENT);
+                    const response: IDialogflowMessage = await Dialogflow.sendRequest(http, read, modify, persistence, sessionId, event, DialogflowRequestType.EVENT);
                     const livechatRoom = await read.getRoomReader().getById(sessionId) as ILivechatRoom;
                     if (!livechatRoom) { throw new Error(); }
                     const { visitor: { token: vToken } } = livechatRoom;
                     await createDialogflowMessage(sessionId, read, modify, response);
-                    this.app.getLogger().log(response)
-                    await handlePayloadActions(read, modify, sessionId, vToken, response);
+                    this.app.getLogger().log(response);
+                    await handlePayloadActions(read, modify, http, persistence, sessionId, vToken, response);
                 } catch (error) {
                     this.app.getLogger().error(`${Logs.DIALOGFLOW_REST_API_ERROR} ${error.message}`);
                     throw new Error(`${Logs.DIALOGFLOW_REST_API_ERROR} ${error.message}`);

enum/ActionIds.ts

@@ -1,4 +1,5 @@
 export enum ActionIds {
     PERFORM_HANDOVER = 'df_perform_handover',
     CLOSE_CHAT = 'df_close_chat',
+    SET_TIMEOUT = 'df_set_timeout',
 }

enum/Dialogflow.ts

@@ -4,6 +4,7 @@ export interface IDialogflowMessage {
     messages?: Array<string | IDialogflowQuickReplies | IDialogflowPayload |  IDialogflowImageCard>;
     isFallback: boolean;
     sessionId?: string;
+    parameters?: any;
 }
 
 export interface IDialogflowQuickReplies {
@@ -78,6 +79,7 @@ export enum Base64 {
 
 export enum LanguageCode {
     EN = 'en',
+    BR = 'pt-BR',
 }
 
 export enum DialogflowRequestType {
@@ -87,5 +89,5 @@ export enum DialogflowRequestType {
 
 export enum Message {
     CLOSED_BY_VISITOR = 'Closed by visitor',
-    CUSTOMER_IDEL_TIMEOUT = 'customer_idle_timeout'
+    CUSTOMER_IDEL_TIMEOUT = 'customer_idle_timeout',
 }

handler/OnAgentAssignedHandler.ts

@@ -54,7 +54,7 @@ export class OnAgentAssignedHandler {
 
         try {
             const event = { name: 'Welcome', languageCode: 'en', parameters: {...livechatData, roomId: rid, visitorToken} || {} };
-            const response: IDialogflowMessage = await Dialogflow.sendRequest(this.http, this.read, this.modify, rid, event, DialogflowRequestType.EVENT);
+            const response: IDialogflowMessage = await Dialogflow.sendRequest(this.http, this.read, this.modify, this.persis, rid, event, DialogflowRequestType.EVENT);
 
             await createDialogflowMessage(rid, this.read, this.modify, response);
           } catch (error) {

handler/PostMessageSentHandler.ts

@@ -10,18 +10,19 @@ import { botTypingListener, removeBotTypingListener } from '../lib//BotTyping';
 import { Dialogflow } from '../lib/Dialogflow';
 import { createDialogflowMessage, createMessage } from '../lib/Message';
 import { handlePayloadActions } from '../lib/payloadAction';
+import { handleParameters } from '../lib/responseParameters';
 import { closeChat, performHandover, updateRoomCustomFields } from '../lib/Room';
 import { getAppSettingValue } from '../lib/Settings';
 import { incFallbackIntentAndSendResponse, resetFallbackIntent } from '../lib/SynchronousHandover';
 import { handleTimeout } from '../lib/Timeout';
 
 export class PostMessageSentHandler {
     constructor(private readonly app: IApp,
-        private readonly message: ILivechatMessage,
-        private readonly read: IRead,
-        private readonly http: IHttp,
-        private readonly persistence: IPersistence,
-        private readonly modify: IModify) { }
+                private readonly message: ILivechatMessage,
+                private readonly read: IRead,
+                private readonly http: IHttp,
+                private readonly persistence: IPersistence,
+                private readonly modify: IModify) { }
 
     public async run() {
         const { text, editedAt, room, token, sender, customFields } = this.message;
@@ -86,7 +87,7 @@ export class PostMessageSentHandler {
 
         try {
             await botTypingListener(rid, this.modify.getNotifier().typing({ id: rid, username: DialogflowBotUsername }));
-            response = (await Dialogflow.sendRequest(this.http, this.read, this.modify, rid, text, DialogflowRequestType.MESSAGE));
+            response = (await Dialogflow.sendRequest(this.http, this.read, this.modify, this.persistence, rid, text, DialogflowRequestType.MESSAGE));
         } catch (error) {
             this.app.getLogger().error(`${Logs.DIALOGFLOW_REST_API_ERROR} ${error.message}`);
 
@@ -103,7 +104,9 @@ export class PostMessageSentHandler {
             return;
         }
 
-        handlePayloadActions(this.read, this.modify, rid, visitorToken, response);
+        handlePayloadActions(this.read, this.modify, this.http, this.persistence, rid, visitorToken, response);
+
+        handleParameters(this.read, this.modify, this.persistence, this.http, rid, visitorToken, response);
 
         const createResponseMessage = async () => await createDialogflowMessage(rid, this.read, this.modify, response);
 
@@ -147,7 +150,7 @@ export class PostMessageSentHandler {
         if (DialogflowEnableChatClosedByVisitorEvent) {
             try {
                 let res: IDialogflowMessage;
-                res = (await Dialogflow.sendRequest(this.http, this.read, this.modify, rid, {
+                res = (await Dialogflow.sendRequest(this.http, this.read, this.modify, this.persistence, rid, {
                     name: DialogflowChatClosedByVisitorEventName,
                     languageCode: LanguageCode.EN,
                 }, DialogflowRequestType.EVENT));

i18n/en.json

@@ -1,9 +1,16 @@
 {
     "bot_username": "Bot Username",
+    "agent_version": "Agent Version",
     "dialogflow_bot_id": "Bot Id",
     "dialogflow_bot_id_description": "Select the bot to use from the list of bots. Use comma to seperate values in respective fields",
     "dialogflow_project_id": "Project Id",
     "dialogflow_client_email": "Client Email",
+    "dialogflow_cx_agent_id": "[CX ONLY] Dialogflow Agent ID",
+    "dialogflow_cx_agent_id_desc": "1. Go to the Dialogflow CX console. \n 2. Select the project. \n 3. From the agent list find the right agent and click `⋮` . \n 4. Select copy name. \n 5. The agent name has the following format: \n 6. `projects/PROJECT_ID/locations/REGION_ID/agents/AGENT_ID`. \n 7. Copy `AGENT_ID` and paste it here.",
+    "dialogflow_cx_fallback_events": "[CX ONLY] Fallback Events",
+    "dialogflow_cx_fallback_events_desc": "Dialogflow CX does not support fallback events. Enter a list of event names that will be treated as fallbacks from the app.",
+    "dialogflow_cx_region": "[CX ONLY] Dialogflow Region",
+    "dialogflow_cx_region_desc": "1. Go to the Dialogflow CX console. \n 2. Select the project. \n 3. From the agent list find the right agent and click `⋮` . \n 4. Select copy name. \n 5. The agent name has the following format: \n 6. `projects/PROJECT_ID/locations/REGION_ID/agents/AGENT_ID`. \n 7. Copy `REGION_ID` and paste it here.",
     "dialogflow_private_key": "Private Key",
     "dialogflow_environment": "Environment",
     "dialogflow_environment_description": "Name of the Dialogflow environment. Default environment is draft",