Implement v1 of reminders in Slack

[reichert621]

Problem
In general, users want to be reminded about unresolved conversation in case they forget about them.

To start off, we're going to focus on implementing a (daily) reminder in Slack.

Solution
I'm thinking we can send reminders in one of two ways:

• As a message directly from the Papercups app/bot to the user with a link to the thread
• Or, as an ephemeral message (https://api.slack.com/methods/chat.postEphemeral) that @mentions the assignee in the thread itself

Let's go with whichever is simpler to start off with.

In terms of the logic behind reminders, let's try something like this:

• We set up an hourly job to check for unresolved conversations with a corresponding Slack thread (i.e. the slack_conversation_threads table)
• Within these unresolved conversations, we find ones where the last message sent was by the customer (as opposed to the agent/admin) more than N hours ago (where N is 12? 24? 6? maybe start with 24 and then make it configurable later?)
• For these conversations, check if the assignee has a valid slack_user_id on their profile; If yes, send them a message in Slack reminding them to address the appropriate conversation thread
• (We can either send the reminders throughout the day based on whether at least 24 hours have elapsed, or just send it once at the beginning/end of the day... I think to start, it will be easier to do the former, but we can revisit this)

(Since we're starting off with reminders in Slack, let's try to avoid any updates to our dashboard for the sake of this ticket if possible.)

Additional context
Eventually we'll need to figure out how to handle reminders in the dashboard, but for now let's just focus on Slack.

Testing
Make sure to write tests for querying conversation threads that we need to send Slack reminders for.

This will probably require a lot of manual testing as well.

Questions, or need help getting started?
Feel free to ask below, or ping us on Slack :)

(You can also check out our CONTRIBUTING.md)

[a8t]

I'd love to take a stab at this. I see there's already Oban in the codebase, but that's like the last step anyway.

[a8t]

Unless I'm misunderstanding,

For every hour:

• For conversations that satisfy certain criteria.
• If they do, we send a slack message to a person that satisfies certain criteria

Do we remind them every hour until the conversation is resolved?

[reichert621]

Hey Andy! Sorry we probably need to update this, I don’t think we want to be too aggressive with the reminders... maybe a daily batched reminder in the morning or end of day would make more sense? Need to think about it

…

On Fri, Mar 19, 2021 at 8:16 PM Andy Tran ***@***.***> wrote: Unless I'm misunderstanding, For every hour: - For conversations that satisfy certain criteria. - If they do, we send a slack message to a person that satisfies certain criteria Do we remind them every hour until the conversation is resolved? — You are receiving this because you authored the thread. Reply to this email directly, view it on GitHub <#536 (comment)>, or unsubscribe <https://github.com/notifications/unsubscribe-auth/ABIFHF5SSIIJ3A3I2G5FTHTTEPSOFANCNFSM4WLEQI7A> .

[a8t]

No worries. That's a few steps down too. Can you define an unresolved conversation? is it when Conversation.status = open?

[a8t]

Hmm. Batching them kinda complicates it because they might have gotten to a batched message by the point where we send the reminder. So maybe the job should just run once a day.

[a8t]

• What's a valid Slack user ID? are there invalid ones, and a way to check?
• Any thoughts on what the copy should be? I'm thinking:

Hey <%= assignee.slack_username %>! Here are some conversations you haven't gotten back to in over <%= reminder_threshold %> hours:
<%= for customer <- conversation.customers do %>
  <%= customer.name %> (<%= message.time %>): <%= message.body %>
<%= end %>