feat(support): add realtime case conversations

lib/who_need_help/support.ex

@@ -13,6 +13,13 @@ defmodule WhoNeedHelp.Support do
   alias WhoNeedHelp.Trust.RateLimiter
 
   @access_salt "support-request-access"
+  @staff_topic "support:staff"
+
+  def subscribe_request(id),
+    do: Phoenix.PubSub.subscribe(WhoNeedHelp.PubSub, request_topic(id))
+
+  def subscribe_staff,
+    do: Phoenix.PubSub.subscribe(WhoNeedHelp.PubSub, @staff_topic)
 
   def change_request(%SupportRequest{} = request, attrs \\ %{}) do
     SupportRequest.submission_changeset(request, attrs)
@@ -56,6 +63,7 @@ defmodule WhoNeedHelp.Support do
         end
       end)
       |> notify_received()
+      |> broadcast_request_update()
     end
   end
 
@@ -201,6 +209,7 @@ defmodule WhoNeedHelp.Support do
         end
       end)
       |> notify_decision()
+      |> broadcast_request_update()
     else
       false -> {:error, :forbidden}
       _ -> {:error, :not_found}
@@ -269,6 +278,7 @@ defmodule WhoNeedHelp.Support do
         {:ok, {updated, _message}} -> {:ok, preload_conversation(updated)}
         error -> error
       end)
+      |> broadcast_request_update()
     else
       nil -> {:error, :invalid_message}
       {:error, _reason} = error -> error
@@ -313,6 +323,7 @@ defmodule WhoNeedHelp.Support do
         {:ok, updated} -> {:ok, preload_conversation(updated)}
         error -> error
       end)
+      |> broadcast_request_update()
     else
       false -> {:error, :invalid_status}
       {:error, _reason} = error -> error
@@ -371,6 +382,19 @@ defmodule WhoNeedHelp.Support do
 
   defp notify_operator_update(result), do: result
 
+  defp broadcast_request_update({:ok, %SupportRequest{} = request} = result) do
+    event = {:support_request_updated, request.id}
+
+    Phoenix.PubSub.broadcast(WhoNeedHelp.PubSub, request_topic(request.id), event)
+    Phoenix.PubSub.broadcast(WhoNeedHelp.PubSub, @staff_topic, event)
+
+    result
+  end
+
+  defp broadcast_request_update(result), do: result
+
+  defp request_topic(id), do: "support:request:#{id}"
+
   defp verify_contact(%SupportRequest{contact_verified_at: nil} = request) do
     request
     |> Ecto.Changeset.change(contact_verified_at: DateTime.utc_now(:second))

lib/who_need_help_web/controllers/support_controller.ex

@@ -101,15 +101,13 @@ defmodule WhoNeedHelpWeb.SupportController do
         |> put_flash(:info, gettext("Your message was sent to support."))
         |> redirect(to: case_path(request.id, token))
 
-      {:error, %Ecto.Changeset{} = changeset} ->
+      {:error, %Ecto.Changeset{}} ->
-        with {:ok, request} <-
+        conn
-               Support.get_for_viewer(conn.assigns.current_scope, id, token) do
+        |> put_flash(
-          conn
+          :error,
-          |> put_status(:unprocessable_entity)
+          gettext("Could not send your message. Please check it and try again.")
-          |> render_case(request, token, changeset)
+        )
-        else
+        |> redirect(to: case_path(id, token))
-          _ -> send_resp(conn, :not_found, "Not found")
-        end
 
       {:error, :rate_limited} ->
         conn
@@ -156,18 +154,12 @@ defmodule WhoNeedHelpWeb.SupportController do
 
   def received(conn, _params), do: redirect(conn, to: ~p"/support")
 
-  defp render_case(conn, request, token, changeset \\ nil) do
+  defp render_case(conn, request, token) do
-    message_form =
+    Phoenix.LiveView.Controller.live_render(conn, WhoNeedHelpWeb.SupportCaseLive,
-      case changeset do
+      session: %{
-        %Ecto.Changeset{} -> Phoenix.Component.to_form(changeset, as: :message)
+        "support_request_id" => request.id,
-        nil -> Phoenix.Component.to_form(%{"body" => ""}, as: :message)
+        "support_access_token" => token
-      end
+      }
-
-    render(conn, :show,
-      request: request,
-      access_token: token,
-      message_form: message_form,
-      reopen_form: Phoenix.Component.to_form(%{}, as: :reopen)
     )
   end
 

lib/who_need_help_web/controllers/support_html/received.html.heex

@@ -6,8 +6,18 @@
 >
   <div class="text-center">
     <div class="text-sm font-semibold text-success">{gettext("REQUEST RECEIVED")}</div>
-    <h1 class="mt-2 text-4xl font-black">{gettext("Check your email")}</h1>
+    <h1 class="mt-2 text-4xl font-black">
-    <p class="mt-4 text-base-content/65">
+      {if @current_scope,
+        do: gettext("Support request created"),
+        else: gettext("Check your email")}
+    </h1>
+    <p :if={@current_scope} class="mt-4 text-base-content/65">
+      {gettext(
+        "We created support request %{reference} and added it to your account. You can open it now and return to it from My support requests.",
+        reference: @reference
+      )}
+    </p>
+    <p :if={is_nil(@current_scope)} class="mt-4 text-base-content/65">
       {gettext(
         "We created support request %{reference}. A private status link has been sent to the contact email when delivery is configured. Opening that link verifies the address for public requests.",
         reference: @reference

lib/who_need_help_web/controllers/support_html/show.html.heex

@@ -83,13 +83,16 @@
 
         <.form
           for={@message_form}
+          id="support-message-form"
           action={~p"/support/cases/#{@request.id}/messages"}
           method="post"
+          phx-submit="send-message"
           class="mt-5"
         >
           <input :if={@access_token} type="hidden" name="token" value={@access_token} />
           <.input
             field={@message_form[:body]}
+            id={"support-message-body-#{@message_form_version}"}
             type="textarea"
             label={gettext("Message to support")}
             placeholder={gettext("Add details or answer the support team")}
@@ -100,8 +103,10 @@
         <.form
           :if={@request.status in [:resolved, :closed]}
           for={@reopen_form}
+          id="support-reopen-form"
           action={~p"/support/cases/#{@request.id}/reopen"}
           method="post"
+          phx-submit="reopen"
           class="mt-3"
         >
           <input :if={@access_token} type="hidden" name="token" value={@access_token} />

lib/who_need_help_web/live/support_case_live.ex

@@ -0,0 +1,127 @@
+defmodule WhoNeedHelpWeb.SupportCaseLive do
+  use WhoNeedHelpWeb, :live_view
+
+  alias WhoNeedHelp.Support
+  alias WhoNeedHelpWeb.SupportHTML
+
+  on_mount {WhoNeedHelpWeb.UserAuth, :mount_current_scope}
+
+  @impl true
+  def mount(
+        _params,
+        %{
+          "support_request_id" => request_id,
+          "support_access_token" => access_token
+        },
+        socket
+      ) do
+    case Support.get_for_viewer(socket.assigns.current_scope, request_id, access_token) do
+      {:ok, request} ->
+        if connected?(socket), do: Support.subscribe_request(request.id)
+
+        {:ok,
+         socket
+         |> assign(:page_title, request.subject)
+         |> assign(:request, request)
+         |> assign(:access_token, access_token)
+         |> assign(:message_form_version, 0)
+         |> assign_message_form()
+         |> assign(:reopen_form, to_form(%{}, as: :reopen))}
+
+      {:error, :not_found} ->
+        {:ok,
+         socket
+         |> put_flash(:error, gettext("This support request is no longer available."))
+         |> redirect(to: ~p"/support")}
+    end
+  end
+
+  @impl true
+  def handle_event("send-message", %{"message" => params}, socket) do
+    case Support.add_requester_message(
+           socket.assigns.current_scope,
+           socket.assigns.request.id,
+           socket.assigns.access_token,
+           params
+         ) do
+      {:ok, request} ->
+        {:noreply,
+         socket
+         |> assign(:request, request)
+         |> update(:message_form_version, &(&1 + 1))
+         |> assign_message_form()
+         |> put_flash(:info, gettext("Your message was sent to support."))}
+
+      {:error, %Ecto.Changeset{} = changeset} ->
+        {:noreply, assign(socket, :message_form, to_form(changeset, as: :message))}
+
+      {:error, :rate_limited} ->
+        {:noreply,
+         put_flash(socket, :error, gettext("Too many messages. Please try again later."))}
+
+      {:error, :not_found} ->
+        {:noreply,
+         socket
+         |> put_flash(:error, gettext("This support request is no longer available."))
+         |> redirect(to: ~p"/support")}
+
+      {:error, _reason} ->
+        {:noreply,
+         put_flash(
+           socket,
+           :error,
+           gettext("Could not send your message. Please check it and try again.")
+         )}
+    end
+  end
+
+  def handle_event("reopen", _params, socket) do
+    case Support.reopen_request(
+           socket.assigns.current_scope,
+           socket.assigns.request.id,
+           socket.assigns.access_token
+         ) do
+      {:ok, request} ->
+        {:noreply,
+         socket
+         |> assign(:request, request)
+         |> put_flash(:info, gettext("The support request is open again."))}
+
+      {:error, :invalid_status} ->
+        {:noreply,
+         put_flash(
+           socket,
+           :error,
+           gettext("Only a resolved or closed request can be reopened.")
+         )}
+
+      {:error, :not_found} ->
+        {:noreply,
+         socket
+         |> put_flash(:error, gettext("This support request is no longer available."))
+         |> redirect(to: ~p"/support")}
+    end
+  end
+
+  @impl true
+  def handle_info(
+        {:support_request_updated, request_id},
+        %{assigns: %{request: %{id: request_id}}} = socket
+      ) do
+    case Support.get_for_viewer(
+           socket.assigns.current_scope,
+           request_id,
+           socket.assigns.access_token
+         ) do
+      {:ok, request} -> {:noreply, assign(socket, :request, request)}
+      {:error, :not_found} -> {:noreply, redirect(socket, to: ~p"/support")}
+    end
+  end
+
+  defp assign_message_form(socket) do
+    assign(socket, :message_form, to_form(%{"body" => ""}, as: :message))
+  end
+
+  @impl true
+  def render(assigns), do: SupportHTML.show(assigns)
+end

lib/who_need_help_web/live/support_operations_live.ex

@@ -5,6 +5,8 @@ defmodule WhoNeedHelpWeb.SupportOperationsLive do
 
   @impl true
   def mount(_params, _session, socket) do
+    if connected?(socket), do: Support.subscribe_staff()
+
     {:ok,
      socket
      |> assign(:page_title, gettext("Support operations"))
@@ -12,6 +14,11 @@ defmodule WhoNeedHelpWeb.SupportOperationsLive do
      |> load()}
   end
 
+  @impl true
+  def handle_info({:support_request_updated, _request_id}, socket) do
+    {:noreply, load(socket)}
+  end
+
   @impl true
   def handle_event("moderate-support", %{"id" => id, "moderation" => params}, socket) do
     respond(
@@ -196,29 +203,44 @@ defmodule WhoNeedHelpWeb.SupportOperationsLive do
             </p>
             <.form
               for={form}
+              id={"removal-moderation-#{notice.id}"}
               phx-submit="moderate-removal"
               phx-value-id={notice.id}
-              class="mt-4 grid gap-2 md:grid-cols-[13rem_1fr_auto]"
+              class="mt-4 rounded-2xl border border-error/20 bg-error/5 p-4"
             >
-              <.input
+              <div>
-                field={form[:status]}
+                <h4 class="font-bold">{gettext("Operator action")}</h4>
-                type="select"
+                <p class="mt-1 text-sm text-base-content/60">
-                options={[
+                  {gettext("Record the decision and notify the submitter when contact is available.")}
-                  {gettext("Open"), "open"},
+                </p>
-                  {gettext("Urgent review"), "urgent_review"},
+              </div>
-                  {gettext("Reviewing"), "reviewing"},
+              <div class="mt-3 grid gap-3 md:grid-cols-[13rem_minmax(0,1fr)_auto] md:items-end">
-                  {gettext("More information needed"), "needs_information"},
+                <.input
-                  {gettext("Action taken"), "actioned"},
+                  field={form[:status]}
-                  {gettext("Rejected"), "rejected"},
+                  type="select"
-                  {gettext("Closed"), "closed"}
+                  label={gettext("Status")}
-                ]}
+                  options={[
-              />
+                    {gettext("Open"), "open"},
-              <.input
+                    {gettext("Urgent review"), "urgent_review"},
-                field={form[:resolution_note]}
+                    {gettext("Reviewing"), "reviewing"},
-                type="textarea"
+                    {gettext("More information needed"), "needs_information"},
-                placeholder={gettext("Decision or information request")}
+                    {gettext("Action taken"), "actioned"},
-              />
+                    {gettext("Rejected"), "rejected"},
-              <.button class="btn btn-error self-end">{gettext("Save and notify")}</.button>
+                    {gettext("Closed"), "closed"}
+                  ]}
+                />
+                <.input
+                  field={form[:resolution_note]}
+                  type="textarea"
+                  rows="2"
+                  label={gettext("Decision or information request")}
+                  placeholder={gettext("Explain the decision or request the missing information")}
+                  class="textarea min-h-20 w-full resize-y"
+                />
+                <.button class="btn btn-error mb-2 min-w-40">
+                  {gettext("Save and notify")}
+                </.button>
+              </div>
             </.form>
           </article>
           <p :if={@removal_notices == []} class="text-base-content/50">
@@ -333,27 +355,42 @@ defmodule WhoNeedHelpWeb.SupportOperationsLive do
             </div>
             <.form
               for={form}
+              id={"support-moderation-#{request.id}"}
               phx-submit="moderate-support"
               phx-value-id={request.id}
-              class="mt-4 grid gap-2 md:grid-cols-[13rem_1fr_auto]"
+              class="mt-4 rounded-2xl border border-primary/20 bg-primary/5 p-4"
             >
-              <.input
+              <div>
-                field={form[:status]}
+                <h4 class="font-bold">{gettext("Operator action")}</h4>
-                type="select"
+                <p class="mt-1 text-sm text-base-content/60">
-                options={[
+                  {gettext("Update the case status and add a private reply when needed.")}
-                  {gettext("Open"), "open"},
+                </p>
-                  {gettext("Reviewing"), "reviewing"},
+              </div>
-                  {gettext("Waiting for requester"), "waiting_for_requester"},
+              <div class="mt-3 grid gap-3 md:grid-cols-[13rem_minmax(0,1fr)_auto] md:items-end">
-                  {gettext("Resolved"), "resolved"},
+                <.input
-                  {gettext("Closed"), "closed"}
+                  field={form[:status]}
-                ]}
+                  type="select"
-              />
+                  label={gettext("Status")}
-              <.input
+                  options={[
-                field={form[:response]}
+                    {gettext("Open"), "open"},
-                type="textarea"
+                    {gettext("Reviewing"), "reviewing"},
-                placeholder={gettext("Reply to the requester (optional)")}
+                    {gettext("Waiting for requester"), "waiting_for_requester"},
-              />
+                    {gettext("Resolved"), "resolved"},
-              <.button class="btn btn-primary self-end">{gettext("Save and notify")}</.button>
+                    {gettext("Closed"), "closed"}
+                  ]}
+                />
+                <.input
+                  field={form[:response]}
+                  type="textarea"
+                  rows="2"
+                  label={gettext("Private reply (optional)")}
+                  placeholder={gettext("Write a clear reply for the requester")}
+                  class="textarea min-h-20 w-full resize-y"
+                />
+                <.button class="btn btn-primary mb-2 min-w-40">
+                  {gettext("Save and notify")}
+                </.button>
+              </div>
             </.form>
           </article>
           <p :if={@support_requests == []} class="text-base-content/50">

test/who_need_help_web/controllers/support_controller_test.exs

@@ -1,6 +1,7 @@
 defmodule WhoNeedHelpWeb.SupportControllerTest do
   use WhoNeedHelpWeb.ConnCase, async: false
 
+  import Phoenix.LiveViewTest
   import WhoNeedHelp.AccountsFixtures
   import Swoosh.TestAssertions
 
@@ -80,6 +81,18 @@ defmodule WhoNeedHelpWeb.SupportControllerTest do
   describe "authenticated support" do
     setup :register_and_log_in_user
 
+    test "receipt gives an authenticated requester immediate account access", %{conn: conn} do
+      page =
+        conn
+        |> get(~p"/support/received?reference=SUP-ACCOUNT")
+        |> html_response(200)
+
+      assert page =~ "Support request created"
+      assert page =~ "added it to your account"
+      assert page =~ "View my requests"
+      refute page =~ "<h1 class=\"mt-2 text-4xl font-black\">Check your email</h1>"
+    end
+
     test "lists the current user's support cases and removal notices", %{
       conn: conn,
       user: user
@@ -181,6 +194,62 @@ defmodule WhoNeedHelpWeb.SupportControllerTest do
       assert page =~ "Open"
       refute page =~ "Reopen without a message"
     end
+
+    test "requester and operator receive support conversation updates in real time", %{
+      conn: conn,
+      user: user
+    } do
+      previous_test_process = Application.get_env(:swoosh, :shared_test_process)
+      Application.put_env(:swoosh, :shared_test_process, self())
+
+      on_exit(fn ->
+        Application.put_env(:swoosh, :shared_test_process, previous_test_process)
+      end)
+
+      scope = user_scope_fixture(user)
+
+      {:ok, request} =
+        WhoNeedHelp.Support.create_request(scope, %{
+          "kind" => "technical_issue",
+          "subject" => "Realtime support conversation",
+          "details" => "Both connected support views must refresh without a browser reload."
+        })
+
+      moderator =
+        user_fixture()
+        |> Ecto.Changeset.change(role: :moderator)
+        |> WhoNeedHelp.Repo.update!()
+
+      {:ok, requester_view, _html} = live(conn, ~p"/support/cases/#{request.id}")
+
+      {:ok, operator_view, _html} =
+        build_conn()
+        |> log_in_user(moderator)
+        |> live(~p"/support/operations")
+
+      operator_view
+      |> form("#support-moderation-#{request.id}", %{
+        "moderation" => %{
+          "status" => "reviewing",
+          "response" => "We are reviewing this case now."
+        }
+      })
+      |> render_submit()
+
+      assert render(requester_view) =~ "We are reviewing this case now."
+      assert render(requester_view) =~ "reviewing"
+
+      requester_view
+      |> form("#support-message-form", %{
+        "message" => %{"body" => "Here is the requested follow-up."}
+      })
+      |> render_submit()
+
+      assert render(operator_view) =~ "Here is the requested follow-up."
+
+      refute render(element(requester_view, "#support-message-form")) =~
+               "Here is the requested follow-up."
+    end
   end
 
   describe "operator queue authorization" do
@@ -240,6 +309,17 @@ defmodule WhoNeedHelpWeb.SupportControllerTest do
                  "select[id^='support-'] option[value='open'][selected]"
                )
              ) == 1
+
+      assert Enum.count(
+               LazyHTML.query(document, "form[id^='removal-moderation-'] textarea[rows='2']")
+             ) == 1
+
+      assert Enum.count(
+               LazyHTML.query(document, "form[id^='support-moderation-'] textarea[rows='2']")
+             ) == 1
+
+      assert response =~ "Operator action"
+      assert response =~ "Private reply (optional)"
     end
   end
 end