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c9823d9409
## Linear Link
## Description
This PR introduces a new robust auto-assignment system for conversations
in Chatwoot. The system replaces the existing round-robin assignment
with a more sophisticated service-based architecture that supports
multiple assignment strategies, rate limiting, and Enterprise features
like capacity-based assignment and balanced distribution.
## Type of change
- [ ] New feature (non-breaking change which adds functionality)
## How Has This Been Tested?
- Unit test cases
- Test conversations getting assigned on status change to open
- Test the job directly via rails console
## Checklist:
- [ ] My code follows the style guidelines of this project
- [ ] I have performed a self-review of my code
- [ ] I have commented on my code, particularly in hard-to-understand
areas
- [ ] I have made corresponding changes to the documentation
- [ ] My changes generate no new warnings
- [ ] I have added tests that prove my fix is effective or that my
feature works
- [ ] New and existing unit tests pass locally with my changes
- [ ] Any dependent changes have been merged and published in downstream
modules
<!-- CURSOR_SUMMARY -->
---
> [!NOTE]
> Adds a new service-based auto-assignment system with scheduled jobs,
rate limiting, enterprise capacity/balanced selection, and wiring via
inbox/handler; includes Redis helpers and comprehensive tests.
>
> - **Auto-assignment v2 (core services)**:
> - Add `AutoAssignment::AssignmentService` with bulk assignment,
configurable conversation priority, RR selection, and per-agent rate
limiting via `AutoAssignment::RateLimiter`.
> - Add `AutoAssignment::RoundRobinSelector` for agent selection.
> - **Jobs & scheduling**:
> - Add `AutoAssignment::AssignmentJob` (per-inbox bulk assign;
env-based limit) and `AutoAssignment::PeriodicAssignmentJob` (batch over
accounts/inboxes).
> - Schedule periodic run in `config/schedule.yml`
(`periodic_assignment_job`).
> - **Model/concerns wiring**:
> - Include `InboxAgentAvailability` in `Inbox`; add
`Inbox#auto_assignment_v2_enabled?`.
> - Update `AutoAssignmentHandler` to trigger v2 job when
`auto_assignment_v2_enabled?`, else fallback to legacy.
> - **Enterprise extensions**:
> - Add `Enterprise::InboxAgentAvailability` (capacity-aware filtering)
and `Enterprise::Concerns::Inbox` association `inbox_capacity_limits`.
> - Extend service via `Enterprise::AutoAssignment::AssignmentService`
(policy-driven config, capacity filtering, exclusion rules) and add
selectors/services: `BalancedSelector`, `CapacityService`.
> - **Infrastructure**:
> - Enhance `Redis::Alfred` with `expire`, key scan/count, and extended
ZSET helpers (`zadd`, `zcount`, `zcard`, `zrangebyscore`).
> - **Tests**:
> - Add specs for jobs, core service, rate limiter, RR selector, and
enterprise features (capacity, balanced selection, exclusions).
>
> <sup>Written by [Cursor
Bugbot](https://cursor.com/dashboard?tab=bugbot) for commit
0ebe187c8a. This will update automatically
on new commits. Configure
[here](https://cursor.com/dashboard?tab=bugbot).</sup>
<!-- /CURSOR_SUMMARY -->
---------
Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com>
Co-authored-by: Shivam Mishra <scm.mymail@gmail.com>
91 lines
2.2 KiB
Ruby
91 lines
2.2 KiB
Ruby
class AutoAssignment::AssignmentService
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pattr_initialize [:inbox!]
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def perform_bulk_assignment(limit: 100)
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return 0 unless inbox.auto_assignment_v2_enabled?
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assigned_count = 0
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unassigned_conversations(limit).each do |conversation|
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assigned_count += 1 if perform_for_conversation(conversation)
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end
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assigned_count
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end
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private
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def perform_for_conversation(conversation)
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return false unless assignable?(conversation)
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agent = find_available_agent
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return false unless agent
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assign_conversation(conversation, agent)
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end
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def assignable?(conversation)
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conversation.status == 'open' &&
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conversation.assignee_id.nil?
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end
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def unassigned_conversations(limit)
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scope = inbox.conversations.unassigned.open
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scope = if assignment_config['conversation_priority'].to_s == 'longest_waiting'
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scope.reorder(last_activity_at: :asc, created_at: :asc)
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else
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scope.reorder(created_at: :asc)
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end
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scope.limit(limit)
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end
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def find_available_agent
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agents = filter_agents_by_rate_limit(inbox.available_agents)
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return nil if agents.empty?
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round_robin_selector.select_agent(agents)
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end
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def filter_agents_by_rate_limit(agents)
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agents.select do |agent_member|
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rate_limiter = build_rate_limiter(agent_member.user)
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rate_limiter.within_limit?
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end
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end
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def assign_conversation(conversation, agent)
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conversation.update!(assignee: agent)
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rate_limiter = build_rate_limiter(agent)
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rate_limiter.track_assignment(conversation)
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dispatch_assignment_event(conversation, agent)
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true
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end
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def dispatch_assignment_event(conversation, agent)
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Rails.configuration.dispatcher.dispatch(
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Events::Types::ASSIGNEE_CHANGED,
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Time.zone.now,
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conversation: conversation,
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user: agent
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)
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end
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def build_rate_limiter(agent)
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AutoAssignment::RateLimiter.new(inbox: inbox, agent: agent)
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end
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def round_robin_selector
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@round_robin_selector ||= AutoAssignment::RoundRobinSelector.new(inbox: inbox)
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end
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def assignment_config
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@assignment_config ||= inbox.auto_assignment_config || {}
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end
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end
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AutoAssignment::AssignmentService.prepend_mod_with('AutoAssignment::AssignmentService')
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