67 lines
2.5 KiB
Python
67 lines
2.5 KiB
Python
|
"""
|
||
|
|
Copyright 2024-2026 ChatterMate
|
||
|
|
|
||
|
|
Licensed under the Apache License, Version 2.0 (the "License");
|
||
|
|
you may not use this file except in compliance with the License.
|
||
|
|
You may obtain a copy of the License at
|
||
|
|
|
||
|
|
http://www.apache.org/licenses/LICENSE-2.0
|
||
|
|
|
||
|
|
Unless required by applicable law or agreed to in writing, software
|
||
|
|
distributed under the License is distributed on an "AS IS" BASIS,
|
||
|
|
WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied.
|
||
|
|
See the License for the specific language governing permissions and
|
||
|
|
limitations under the License.
|
||
|
|
|
||
|
|
Capture side of the ticket CSAT loop.
|
||
|
|
|
||
|
|
TicketService.close() asks the customer for a rating through the widget's
|
||
|
|
existing conversation rating prompt. This module carries the answer back: every
|
||
|
|
path that creates a Rating calls record_conversation_rating(), which attaches
|
||
|
|
the score to the ticket linked to that session, if there is one.
|
||
|
|
|
||
|
|
Deliberately conversation-only. ratings.session_id is NOT NULL, so a rating
|
||
|
|
cannot exist without a chat session — a manual or email-only ticket has nothing
|
||
|
|
to rate. Supporting those would mean a public tokenised rating page and a
|
||
|
|
session-less Rating; until that exists, such tickets are never asked and their
|
||
|
|
CSAT card reads "not requested".
|
||
|
|
|
||
|
|
Best-effort throughout: a rating is a customer-facing success the moment it is
|
||
|
|
stored, so a failure to link it must never fail the submission.
|
||
|
|
"""
|
||
|
|
|
||
|
|
from typing import Optional
|
||
|
|
from uuid import UUID
|
||
|
|
|
||
|
|
from sqlalchemy.orm import Session
|
||
|
|
|
||
|
|
from app.core.logger import get_logger
|
||
|
|
from app.models.rating import Rating
|
||
|
|
from app.services.ticket import TicketService
|
||
|
|
|
||
|
|
logger = get_logger(__name__)
|
||
|
|
|
||
|
|
|
||
|
|
def record_conversation_rating(db: Session, rating: Rating) -> Optional[UUID]:
|
||
|
|
"""Link a just-submitted conversation rating to its ticket.
|
||
|
|
|
||
|
|
Returns the ticket id it was attached to, or None when the session has no
|
||
|
|
native ticket (the common case for plain chats) or the linkage failed.
|
||
|
|
"""
|
||
|
|
try:
|
||
|
|
service = TicketService(db)
|
||
|
|
ticket = service.repo.get_by_session(rating.session_id)
|
||
|
|
if ticket is None:
|
||
|
|
return None
|
||
|
|
service.record_csat(ticket, rating.id, rating.rating, rating.feedback)
|
||
|
|
db.commit()
|
||
|
|
return ticket.id
|
||
|
|
except Exception as e:
|
||
|
|
# The rating row itself is already committed by the caller, so rolling
|
||
|
|
# back here only discards the half-applied ticket update.
|
||
|
|
logger.error(f"Failed to link rating {rating.id} to its ticket: {e}")
|
||
|
|
try:
|
||
|
|
db.rollback()
|
||
|
|
except Exception:
|
||
|
|
pass
|
||
|
|
return None
|