FEATURE: escalate breaches of quota to escalation group

app/controllers/discourse_chatbot/chatbot_controller.rb

@@ -15,6 +15,9 @@ def start_bot_convo
       bot_user = ::User.find_by(username: bot_username)
       channel_type = SiteSetting.chatbot_quick_access_talk_button
 
+      evaluation = ::DiscourseChatbot::EventEvaluation.new
+      over_quota = evaluation.over_quota(current_user.id)
+
       if channel_type == "chat"
 
         bot_author = ::User.find_by(username: SiteSetting.chatbot_bot_user)
@@ -37,11 +40,11 @@ def start_bot_convo
 
           last_chat = ::Chat::Message.find_by(id: chat_channel.latest_not_deleted_message_id)
 
-          if (last_chat && last_chat.message != I18n.t("chatbot.quick_access_kick_off.announcement")) || last_chat.nil?
+          if (last_chat && (over_quota && last_chat.message != I18n.t('chatbot.errors.overquota') || !over_quota && last_chat.message != I18n.t("chatbot.quick_access_kick_off.announcement"))) || last_chat.nil?
             Chat::CreateMessage.call(
               chat_channel_id: chat_channel_id,
               guardian: guardian,
-              message: I18n.t("chatbot.quick_access_kick_off.announcement"),
+              message: over_quota ? I18n.t('chatbot.errors.overquota') : I18n.t("chatbot.quick_access_kick_off.announcement"),
             )
           end
 
@@ -50,7 +53,7 @@ def start_bot_convo
       elsif channel_type == "personal message"
         default_opts = {
           post_alert_options: { skip_send_email: true },
-          raw: I18n.t("chatbot.quick_access_kick_off.announcement"),
+          raw: over_quota ? I18n.t('chatbot.errors.overquota') : I18n.t("chatbot.quick_access_kick_off.announcement"),
           skip_validations: true,
           title: I18n.t("chatbot.pm_prefix"),
           archetype: Archetype.private_message,

app/jobs/scheduled/chatbot_quota_reset.rb

@@ -14,6 +14,10 @@ def execute(args)
         current_queries = "0"
         UserCustomField.create!(user_id: u.id, name: ::DiscourseChatbot::CHATBOT_QUERIES_CUSTOM_FIELD, value: current_queries)
       end
+
+      if current_record = UserCustomField.find_by(user_id: u.id, name: ::DiscourseChatbot::CHATBOT_QUERIES_QUOTA_REACH_ESCALATION_DATE_CUSTOM_FIELD)
+        current_record.delete
+      end
     end
 
   end

config/locales/server.en.yml

@@ -40,6 +40,8 @@ en:
     chatbot_quota_high_trust: "The allowed number of bot responses allowed by prompting user per week - high trust groups"
     chatbot_quota_medium_trust: "The allowed number of bot responses allowed by prompting user per week - medium trust groups"
     chatbot_quota_low_trust: "The allowed number of bot responses allowed by prompting user per week - low trust groups"
+    chatbot_quota_reach_escalation_groups: "The group(s) to which the bot will escalate when the quota is reached"
+    chatbot_quota_reach_escalation_cool_down_period: "The number of days the bot will wait before escalating again after reaching the quota"
     chatbot_high_trust_groups: "Groups considered high trust for bot interaction"
     chatbot_medium_trust_groups: "Groups considered medium trust for bot interaction"
     chatbot_low_trust_groups: "Groups considered low trust for bot interaction"
@@ -73,6 +75,10 @@ en:
     pm_prefix: "A Discussion with Chatbot"
     quick_access_kick_off:
       announcement: "Hello, how can I help you?"
+    quota_reached:
+      escalation:
+        title: "Chatbot Quota Reached: %{username}"
+        message: "I'm afraid user '%{username}' has reached their weekly quota for Chatbot interactions.  I'm escalating this issue to staff for further assistance."
     prompt:
       system:
         basic:
@@ -134,6 +140,7 @@ en:
           title:  "Support bot chat escalation"
           announcement: "This is a follow-up Personal Message which includes Staff.  The following chat conversation was had between the user and the bot:\n\n%{content}"
           answer_summary: "The function ran and this chat has been successfully escalated and raised to the attention of staff.  A Personal Message to discuss things further with Staff has been created at the following url: %{url}.  I must now share this news & the url with the user.  There is no need for me to do anything more than communicate this fact with the web link and wish the user a good day."
+          no_escalation_groups: "No escalation groups have been set up for this function.  Please contact your administrator."
           wrong_type_error: "This function cannot be used outside of Chat Messages"
           error:  "Escalation of user and bot chat failed"
         forum_get_user_address:

config/settings.yml

@@ -179,6 +179,18 @@ plugins:
   chatbot_quota_low_trust:
     default: 10
     client: false
+  chatbot_quota_reach_escalation_groups:
+    client: false
+    type: group_list
+    list_type: compact
+    default: ""
+    allow_any: false
+    refresh: true
+  chatbot_quota_reach_escalation_cool_down_period:
+    client: false
+    default: 1
+    min: 0
+    max: 7
   chatbot_max_look_behind:
     default: 5
     max: 160

lib/discourse_chatbot/event_evaluation.rb

@@ -54,7 +54,51 @@ def over_quota(user_id)
         UserCustomField.create!(user_id: user_id, name: CHATBOT_QUERIES_CUSTOM_FIELD, value: current_queries)
       end
 
-      current_queries > max_quota
+      breach = current_queries > max_quota
+      escalate_as_required(user_id) if breach
+      breach
+    end
+
+    def escalate_as_required(user_id)
+      escalation_date = UserCustomField.find_by(name: ::DiscourseChatbot::CHATBOT_QUERIES_QUOTA_REACH_ESCALATION_DATE_CUSTOM_FIELD, user_id: user_id)
+
+      if SiteSetting.chatbot_quota_reach_escalation_cool_down_period > 0
+        if escalation_date.nil? || !SiteSetting.chatbot_quota_reach_escalation_cool_down_period.nil? &&
+           escalation_date.value < SiteSetting.chatbot_quota_reach_escalation_cool_down_period.days.ago
+           escalate_quota_breach(user_id)
+        end
+      end
+    end
+
+    def escalate_quota_breach(user_id)
+      user = User.find_by(id: user_id)
+      system_user = User.find_by(username_lower: "system")
+
+      target_group_names = []
+
+      Array(SiteSetting.chatbot_quota_reach_escalation_groups).each do |g|
+        unless g.to_i == 0
+          target_group_names << Group.find(g.to_i).name
+        end
+      end
+
+      if !target_group_names.empty?
+        target_group_names = target_group_names.join(",")
+
+        default_opts = {
+          post_alert_options: { skip_send_email: true },
+          raw: I18n.t("chatbot.quota_reached.escalation.message", username: user.username),
+          skip_validations: true,
+          title: I18n.t("chatbot.quota_reached.escalation.title", username: user.username),
+          archetype: Archetype.private_message,
+          target_group_names: target_group_names
+        }
+
+        post = PostCreator.create!(system_user, default_opts)
+
+        user.custom_fields[::DiscourseChatbot::CHATBOT_QUERIES_QUOTA_REACH_ESCALATION_DATE_CUSTOM_FIELD] = DateTime.now
+        user.save_custom_fields
+      end
     end
 
     private

lib/discourse_chatbot/functions/escalate_to_staff_function.rb

@@ -37,32 +37,38 @@ def process(args, opts)
         target_group_names = []
 
         Array(SiteSetting.chatbot_escalate_to_staff_groups).each do |g|
-          target_group_names << Group.find(g.to_i).name
+          unless g.to_i == 0
+            target_group_names << Group.find(g.to_i).name
+          end
         end
 
-        target_group_names = target_group_names.join(",")
+        if !target_group_names.empty?
+          target_group_names = target_group_names.join(",")
 
-        message_or_post_id = opts[:reply_to_message_or_post_id]
+          message_or_post_id = opts[:reply_to_message_or_post_id]
 
-        message_collection = get_messages(message_or_post_id)
-
-        content = generate_transcript(message_collection, bot_user)
+          message_collection = get_messages(message_or_post_id)
 
-        default_opts = {
-          post_alert_options: { skip_send_email: true },
-          raw: I18n.t("chatbot.prompt.function.escalate_to_staff.announcement", content: content),
-          skip_validations: true,
-          title: I18n.t("chatbot.prompt.function.escalate_to_staff.title"),
-          archetype: Archetype.private_message,
-          target_usernames: target_usernames,
-          target_group_names: target_group_names
-        }
+          content = generate_transcript(message_collection, bot_user)
 
-        post = PostCreator.create!(current_user, default_opts)
+          default_opts = {
+            post_alert_options: { skip_send_email: true },
+            raw: I18n.t("chatbot.prompt.function.escalate_to_staff.announcement", content: content),
+            skip_validations: true,
+            title: I18n.t("chatbot.prompt.function.escalate_to_staff.title"),
+            archetype: Archetype.private_message,
+            target_usernames: target_usernames,
+            target_group_names: target_group_names
+          }
 
-        url = "https://#{Discourse.current_hostname}/t/slug/#{post.topic_id}"
+          post = PostCreator.create!(current_user, default_opts)
 
-        response = I18n.t("chatbot.prompt.function.escalate_to_staff.answer_summary", url: url)
+          url = "https://#{Discourse.current_hostname}/t/slug/#{post.topic_id}"
+
+          response = I18n.t("chatbot.prompt.function.escalate_to_staff.answer_summary", url: url)
+        else
+          response = I18n.t("chatbot.prompt.function.escalate_to_staff.no_escalation_groups")
+        end
       rescue
         I18n.t("chatbot.prompt.function.escalate_to_staff.error", parameter: args[parameters[0][:name]])
       end

lib/discourse_chatbot/post/post_evaluation.rb

@@ -57,7 +57,7 @@ def trigger_response(submission)
 
       ::DiscourseChatbot.progress_debug_message("humans found in this convo: #{human_participants_count}")
 
-      if bot_user && (user != bot_user) && (mentions_bot_name || explicit_reply_to_bot || (last_post_was_bot && human_participants_count == 1))
+      if bot_user && (user.id > 0) && (mentions_bot_name || explicit_reply_to_bot || (last_post_was_bot && human_participants_count == 1))
         opts = {
           type: POST,
           private: topic.archetype == Archetype.private_message,

plugin.rb

@@ -1,7 +1,7 @@
 # frozen_string_literal: true
 # name: discourse-chatbot
 # about: a plugin that allows you to have a conversation with a configurable chatbot in Discourse Chat, Topics and Private Messages
-# version: 0.9.7
+# version: 0.9.8
 # authors: merefield
 # url: https://github.com/merefield/discourse-chatbot
 
@@ -22,6 +22,7 @@ module ::DiscourseChatbot
   POST = "post"
   MESSAGE = "message"
   CHATBOT_QUERIES_CUSTOM_FIELD = "chatbot_queries"
+  CHATBOT_QUERIES_QUOTA_REACH_ESCALATION_DATE_CUSTOM_FIELD = "chatbot_queries_quota_reach_escalation_date"
   POST_TYPES_REGULAR_ONLY = [1]
   POST_TYPES_INC_WHISPERS = [1, 4]
 
@@ -111,6 +112,8 @@ def progress_debug_message(message)
 
   register_user_custom_field_type(::DiscourseChatbot::CHATBOT_QUERIES_CUSTOM_FIELD, :integer)
 
+  register_user_custom_field_type(::DiscourseChatbot::CHATBOT_QUERIES_QUOTA_REACH_ESCALATION_DATE_CUSTOM_FIELD, :date)
+
 
   add_to_serializer(:current_user, :chatbot_access) do
     !::DiscourseChatbot::EventEvaluation.new.trust_level(object.id).blank?

spec/lib/event_evaluation_spec.rb

@@ -2,6 +2,7 @@
 require_relative '../plugin_helper'
 
 CHATBOT_QUERIES_CUSTOM_FIELD = "chatbot_queries"
+CHATBOT_QUERIES_QUOTA_REACH_ESCALATION_DATE_CUSTOM_FIELD = "chatbot_queries_quota_reach_escalation_date"
 
 describe ::DiscourseChatbot::EventEvaluation do
   let(:normal_user) { Fabricate(:user, trust_level: TrustLevel[1], refresh_auto_groups: true) }
@@ -12,6 +13,7 @@
 
   before(:each) do
     SiteSetting.chatbot_enabled = true
+    SiteSetting.chatbot_quota_reach_escalation_groups = "3"
   end
 
   it "returns the correct trust level for user in high trust group" do
@@ -54,7 +56,7 @@
     expect(event.over_quota(high_trust_user.id)).to equal(false)
   end
 
-  it "returns the correct quota decision if user is in high trust group and user is outside of quota" do
+  it "returns the correct quota decision if user is in high trust group and user is outside of quota and escalates" do
     UserCustomField.create!(user_id: high_trust_user.id, name: CHATBOT_QUERIES_CUSTOM_FIELD, value: 3)
     SiteSetting.chatbot_high_trust_groups = "13|14"
     SiteSetting.chatbot_medium_trust_groups = "11|12"
@@ -64,6 +66,22 @@
     SiteSetting.chatbot_quota_low_trust = 1
 
     event = ::DiscourseChatbot::EventEvaluation.new
+    expect { event.over_quota(high_trust_user.id) }.to change { Topic.where(archetype: Archetype.private_message).count }.by(1)
+    expect(event.over_quota(high_trust_user.id)).to equal(true)
+  end
+
+  it "returns the correct quota decision if user is in high trust group and user is outside of quota but doesn't escalate" do
+    UserCustomField.create!(user_id: high_trust_user.id, name: CHATBOT_QUERIES_CUSTOM_FIELD, value: 3)
+    UserCustomField.create!(user_id: high_trust_user.id, name: CHATBOT_QUERIES_QUOTA_REACH_ESCALATION_DATE_CUSTOM_FIELD, value: 30.minutes.ago)
+    SiteSetting.chatbot_high_trust_groups = "13|14"
+    SiteSetting.chatbot_medium_trust_groups = "11|12"
+    SiteSetting.chatbot_low_trust_groups = "10"
+    SiteSetting.chatbot_quota_high_trust = 3
+    SiteSetting.chatbot_quota_medium_trust = 2
+    SiteSetting.chatbot_quota_low_trust = 1
+
+    event = ::DiscourseChatbot::EventEvaluation.new
+    expect { event.over_quota(high_trust_user.id) }.not_to change { Topic.where(archetype: Archetype.private_message).count }
     expect(event.over_quota(high_trust_user.id)).to equal(true)
   end