fix: improve maintenance and synchronize live conversations

backend/tests/services/test_app_first_routing.py

@@ -31,7 +31,7 @@ from app.channels.app_hooks import (
 from app.channels.base import InboundMessage
 from app.models.channels import ChannelConversation
 from app.models.chat_history import ChatHistory
-from app.models.session_to_agent import SessionToAgent, SessionStatus
+from app.models.session_to_agent import SessionToAgent
 from app.repositories.channels import AgentChannelConfigRepository, ChannelAccountRepository
 from app.repositories.chat import ChatRepository
 from app.services import agent_rooms, app_first_routing, channel_chat

backend/tests/services/test_channel_chat.py

@@ -16,7 +16,6 @@ limitations under the License.
 
 from types import SimpleNamespace
 from unittest.mock import AsyncMock, MagicMock, patch
-from uuid import uuid4
 
 import pytest
 
@@ -28,7 +27,6 @@ from app.models.agent import AgentType
 from app.models.session_to_agent import SessionToAgent, SessionStatus
 from app.repositories.channels import (
     ChannelAccountRepository,
-    ChannelConversationRepository,
     AgentChannelConfigRepository,
 )
 from app.repositories.agent import AgentRepository

backend/tests/services/test_channel_status.py

@@ -252,7 +252,7 @@ async def test_receipt_reaches_the_handling_agents_inbox(db, account, test_organ
         organization_id=test_organization.id, channel="whatsapp")
     session.user_id = test_user.id
     db.commit()
-    message = ChatRepository(db).create_message({
+    ChatRepository(db).create_message({
         "message": "Your session is at 5pm", "message_type": "agent",
         "session_id": str(session.session_id), "organization_id": str(test_organization.id),
         "external_message_id": "wamid.1",

backend/tests/services/test_conversation_realtime.py

@@ -0,0 +1,207 @@
+import asyncio
+from contextlib import nullcontext
+from types import SimpleNamespace
+from unittest.mock import AsyncMock
+from uuid import uuid4
+
+import pytest
+
+from app.agents import chat_agent as chat_agent_module
+from app.api import widget_chat
+from app.models.chat_history import ChatHistory
+from app.models.permission import Permission
+from app.models.session_to_agent import SessionStatus, SessionToAgent
+from app.services import agent_rooms
+
+
+@pytest.fixture
+def conversation(db, test_agent, test_customer, test_organization):
+    chat = SessionToAgent(
+        session_id=uuid4(), agent_id=test_agent.id, customer_id=test_customer.id,
+        organization_id=test_organization.id, status=SessionStatus.OPEN,
+    )
+    db.add(chat)
+    db.commit()
+    return chat
+
+
+def grant(db, role, name):
+    permission = Permission(name=name)
+    db.add(permission)
+    role.permissions = [*role.permissions, permission]
+    db.commit()
+
+
+def socket_for(user):
+    return {'user_id': str(user.id), 'organization_id': str(user.organization_id)}
+
+
+@pytest.mark.asyncio
+async def test_watch_room_enforces_org_scope_and_current_permissions(db, test_user, test_role, conversation):
+    room = f'chat_watch_{conversation.session_id}'
+    socket = socket_for(test_user)
+    assert not await agent_rooms.may_watch_chat(db, socket, room)
+    grant(db, test_role, 'view_unassigned_chats')
+    assert await agent_rooms.may_watch_chat(db, socket, room)
+    assert not await agent_rooms.may_watch_chat(db, {**socket, 'organization_id': str(uuid4())}, room)
+    assert not await agent_rooms.may_watch_chat(db, socket, 'chat_watch_invalid')
+
+    # A viewer of the AI queue loses access after another person takes it.
+    conversation.user_id = uuid4()
+    db.commit()
+    assert not await agent_rooms.may_watch_chat(db, socket, room)
+    test_user.is_active = False
+    db.commit()
+    assert not await agent_rooms.may_watch_chat(db, socket, room)
+
+
+@pytest.mark.asyncio
+async def test_assigned_reader_can_watch_own_but_not_another_users_chat(db, test_user, test_role, conversation):
+    grant(db, test_role, 'view_assigned_chats')
+    room = f'chat_watch_{conversation.session_id}'
+    conversation.user_id = test_user.id
+    db.commit()
+    assert await agent_rooms.may_watch_chat(db, socket_for(test_user), room)
+    conversation.user_id = uuid4()
+    db.commit()
+    assert not await agent_rooms.may_watch_chat(db, socket_for(test_user), room)
+
+
+@pytest.mark.asyncio
+async def test_socket_join_uses_the_same_scope_check(db, test_user, test_role, conversation, monkeypatch):
+    grant(db, test_role, 'view_unassigned_chats')
+    sio = SimpleNamespace(
+        get_session=AsyncMock(return_value=socket_for(test_user)),
+        enter_room=AsyncMock(), emit=AsyncMock(),
+    )
+    monkeypatch.setattr(widget_chat, 'sio', sio)
+    monkeypatch.setattr(widget_chat, 'get_db', lambda: iter([db]))
+    room = f'chat_watch_{conversation.session_id}'
+    await widget_chat.handle_join_room('sid', {'session_id': room})
+    sio.enter_room.assert_awaited_once_with('sid', room, namespace='/agent')
+    conversation.user_id = uuid4()
+    db.commit()
+    await widget_chat.handle_join_room('sid', {'session_id': room})
+    assert sio.enter_room.await_count == 1
+    assert sio.emit.await_args.args[0] == 'error'
+
+
+def test_organization_room_is_limited_to_active_chat_viewers(db, test_user, test_role):
+    room = f'org_chat_updates_{test_user.organization_id}'
+    assert not agent_rooms.may_join_chat_updates(db, socket_for(test_user), room)
+    grant(db, test_role, 'view_assigned_chats')
+    assert agent_rooms.may_join_chat_updates(db, socket_for(test_user), room)
+    assert not agent_rooms.may_join_chat_updates(db, socket_for(test_user), f'org_chat_updates_{uuid4()}')
+
+
+@pytest.mark.asyncio
+async def test_notification_contains_no_message_or_session_data_and_broker_failure_does_not_break_chat(monkeypatch):
+    emit = AsyncMock(side_effect=[RuntimeError('broker unavailable'), None])
+    monkeypatch.setattr(agent_rooms.sio, 'emit', emit)
+    monkeypatch.setattr(agent_rooms, '_INBOX_COALESCE_SECONDS', 0.001)
+    await agent_rooms.notify_conversation_changed('org-1', 'session-1')
+    await agent_rooms._pending_inbox_updates['org-1'].task
+    assert emit.await_count == 2
+    assert emit.await_args_list[0].args == ('chat_changed', {})
+    assert emit.await_args_list[0].kwargs == {'room': 'chat_watch_session-1', 'namespace': '/agent'}
+    assert emit.await_args_list[1].args == ('inbox_changed', {})
+    assert emit.await_args_list[1].kwargs == {'room': 'org_chat_updates_org-1', 'namespace': '/agent'}
+
+
+@pytest.mark.asyncio
+async def test_org_broadcast_coalesces_a_burst_and_keeps_changes_during_publish(monkeypatch):
+    started, release = asyncio.Event(), asyncio.Event()
+    calls = []
+
+    async def emit(event, data, **kwargs):
+        calls.append(event)
+        if event == 'inbox_changed' and calls.count('inbox_changed') == 1:
+            started.set()
+            await release.wait()
+
+    monkeypatch.setattr(agent_rooms.sio, 'emit', emit)
+    monkeypatch.setattr(agent_rooms, '_INBOX_COALESCE_SECONDS', 0.001)
+    await asyncio.gather(*(agent_rooms.notify_conversation_changed('org-1', 'session-1') for _ in range(1000)))
+    await started.wait()
+    assert calls.count('inbox_changed') == 1
+    await agent_rooms.notify_conversation_changed('org-1', 'session-1')
+    task = agent_rooms._pending_inbox_updates['org-1'].task
+    release.set()
+    await task
+    assert calls.count('chat_changed') == 1001
+    assert calls.count('inbox_changed') == 2
+    assert 'org-1' not in agent_rooms._pending_inbox_updates
+
+
+@pytest.mark.asyncio
+async def test_customer_and_bot_are_notified_after_each_commit_before_any_model_call(
+    db, test_agent, test_customer, test_organization, conversation, monkeypatch
+):
+    agent = object.__new__(chat_agent_module.ChatAgent)
+    agent.agent = SimpleNamespace(session_id=None)
+    agent._guardrail_ctx = None
+    agent._guardrail_surface = None
+    verdict = SimpleNamespace(block=True, reply='synthetic blocked reply', as_attributes=lambda: {})
+    monkeypatch.setattr(chat_agent_module, 'check_inbound', lambda *args, **kwargs: verdict)
+    monkeypatch.setattr(chat_agent_module, 'SessionLocal', lambda: nullcontext(db))
+    seen = []
+
+    async def on_change(org_id, session_id):
+        seen.append([row.message_type for row in db.query(ChatHistory).order_by(ChatHistory.id).all()])
+
+    monkeypatch.setattr(agent_rooms, 'notify_conversation_changed', on_change)
+    response = await agent.get_response(
+        message='synthetic visitor', session_id=str(conversation.session_id),
+        org_id=str(test_organization.id), agent_id=str(test_agent.id), customer_id=str(test_customer.id),
+    )
+    assert response.message == 'synthetic blocked reply'
+    assert seen == [['user'], ['user', 'bot']]
+
+
+@pytest.mark.asyncio
+async def test_customer_is_visible_while_normal_ai_response_is_still_running(
+    db, test_agent, test_customer, test_organization, conversation, monkeypatch
+):
+    agent = object.__new__(chat_agent_module.ChatAgent)
+    agent.agent = SimpleNamespace(session_id=None)
+    agent._guardrail_ctx = None
+    agent._guardrail_surface = None
+    agent.knowledge_tool = None
+    agent.agent_data = None
+    agent.transfer_to_human = False
+    agent._use_groq_json_tool = False
+    agent._groq_json_capture = {}
+    agent._response_model = chat_agent_module.ChatResponse
+    verdict = SimpleNamespace(block=False, as_attributes=lambda: {})
+    monkeypatch.setattr(chat_agent_module, 'check_inbound', lambda *args, **kwargs: verdict)
+    monkeypatch.setattr(chat_agent_module, 'check_output', lambda message, **kwargs: (message, None))
+    monkeypatch.setattr(chat_agent_module, 'SessionLocal', lambda: nullcontext(db))
+    response = chat_agent_module.ChatResponse(
+        message='synthetic answer', transfer_to_human=False, end_chat=False,
+        request_rating=False, create_ticket=False,
+    )
+    monkeypatch.setattr(chat_agent_module, 'parse_response_content', lambda *args: response)
+    started, release = asyncio.Event(), asyncio.Event()
+
+    async def run_model(*args):
+        started.set()
+        await release.wait()
+        return object()
+
+    agent._arun = run_model
+    seen = []
+
+    async def on_change(org_id, session_id):
+        seen.append([row.message_type for row in db.query(ChatHistory).order_by(ChatHistory.id).all()])
+
+    monkeypatch.setattr(agent_rooms, 'notify_conversation_changed', on_change)
+    task = asyncio.create_task(agent.get_response(
+        message='synthetic question', session_id=str(conversation.session_id),
+        org_id=str(test_organization.id), agent_id=str(test_agent.id), customer_id=str(test_customer.id),
+    ))
+    await started.wait()
+    assert seen == [['user']]
+    release.set()
+    result = await task
+    assert result.message == 'synthetic answer'
+    assert seen == [['user'], ['user', 'bot']]

backend/tests/services/test_faq_article_import.py

@@ -17,8 +17,7 @@ Article-mode import tests: link discovery bounds, HTML→Markdown conversion
 (link absolutization, image placeholder/re-host, data: skip), and the
 end-to-end job with mocked fetches.
 """
-from types import SimpleNamespace
-from unittest.mock import AsyncMock, MagicMock, patch
+from unittest.mock import MagicMock, patch
 from urllib.parse import urlparse
 
 import pytest

backend/tests/services/test_file_upload_service.py

@@ -16,9 +16,7 @@ limitations under the License.
 
 import pytest
 import base64
-import os
-import tempfile
-from unittest.mock import Mock, patch, AsyncMock, MagicMock
+from unittest.mock import Mock, patch, MagicMock
 from uuid import uuid4
 
 from app.services.file_upload_service import (
@@ -344,7 +342,7 @@ class TestFileUploadServiceUpload:
     async def test_upload_file_local_write_failure(self, sample_file_data):
         """Test handling of local file write failure"""
         with patch('app.services.file_upload_service.settings') as mock_settings, \
-             patch('os.makedirs') as mock_makedirs, \
+             patch('os.makedirs'), \
              patch('builtins.open', create=True) as mock_open:
             
             mock_settings.S3_FILE_STORAGE = False

backend/tests/services/test_sentiment.py

@@ -14,15 +14,11 @@ See the License for the specific language governing permissions and
 limitations under the License.
 """
 
-import pytest
-from unittest.mock import patch, MagicMock
+from unittest.mock import patch
 from app.services.sentiment import (
     analyze_sentiment,
     compute_session_sentiment,
     _analyze_with_keywords,
-    _analyze_with_textblob,
-    POSITIVE_KEYWORDS,
-    NEGATIVE_KEYWORDS,
 )
 
 

backend/tests/services/test_shopify_service.py

@@ -15,12 +15,11 @@ limitations under the License.
 """
 
 import pytest
-import json
-from unittest.mock import patch, MagicMock, ANY
+from unittest.mock import patch, MagicMock
 from app.services.shopify import ShopifyService
 from app.models.shopify import ShopifyShop
 from sqlalchemy.orm import Session
-from uuid import UUID, uuid4
+from uuid import UUID
 
 @pytest.fixture
 def mock_db():

backend/tests/services/test_shopify_session.py

@@ -18,7 +18,7 @@ import pytest
 import jwt
 import time
 import uuid
-from unittest.mock import MagicMock, patch, AsyncMock
+from unittest.mock import MagicMock, patch
 from fastapi import HTTPException, Request
 from sqlalchemy.orm import Session
 

backend/tests/services/test_ticket_csat.py

@@ -23,7 +23,7 @@ import pytest
 from app.models.chat_history import ChatHistory
 from app.models.rating import Rating
 from app.models.session_to_agent import SessionStatus, SessionToAgent
-from app.models.ticket import Ticket, TicketPriority, TicketSource, TicketStatus
+from app.models.ticket import Ticket, TicketPriority, TicketSource
 from app.models.ticket_activity import TicketActivityType, TicketActorType
 from app.repositories.rating import RatingRepository
 from app.services.ticket import TicketService

backend/tests/services/test_ticket_metering.py

@@ -22,9 +22,8 @@ from datetime import datetime, timedelta, timezone
 from types import SimpleNamespace
 from unittest.mock import patch
 
-import pytest
 
-from app.models.investigation import InvestigationRun, InvestigationRunType, InvestigationTrigger
+from app.models.investigation import InvestigationRun, InvestigationRunType
 from app.models.ticket import Ticket, TicketPriority, TicketSource, TicketStatus
 from app.models.ticket_activity import TicketActivity
 from app.repositories.ticket import InvestigationRepository

backend/tests/services/test_ticket_phase4.py

@@ -24,8 +24,8 @@ from uuid import uuid4
 import pytest
 
 from app.api.ticket_webhooks import _parse_alert
-from app.models.investigation import ProposalStatus, TicketProposal
-from app.models.ticket import Ticket, TicketPriority, TicketSource, TicketStatus
+from app.models.investigation import ProposalStatus
+from app.models.ticket import TicketSource, TicketStatus
 from app.models.ticket_activity import TicketActivity, TicketActivityType
 from app.services.ticket import TicketService
 from app.services.ticket_jira import should_escalate
@@ -214,7 +214,6 @@ class TestRunChaining:
         enqueueing the next one in the same session must work — the guard
         has to flush before checking for active runs."""
         from app.models.investigation import (
-            InvestigationRun,
             InvestigationRunStatus,
             InvestigationRunType,
         )

backend/tests/services/test_ticket_service.py

@@ -15,6 +15,7 @@ limitations under the License.
 """
 
 from unittest.mock import patch
+from datetime import datetime, timezone
 from uuid import uuid4
 
 import pytest
@@ -28,7 +29,7 @@ from app.models.ticket import (
     TicketSource,
     TicketStatus,
 )
-from app.models.ticket_activity import TicketActivity, TicketActivityType, TicketActorType
+from app.models.ticket_activity import TicketActivityType, TicketActorType
 from app.services.ticket import NATIVE_INTEGRATION_TYPE, TicketService, render_customer_template
 
 
@@ -315,6 +316,34 @@ class TestCustomerEmailPath:
         row = db.query(ChatHistory).filter_by(session_id=test_session.session_id).one()
         assert deliver.await_args.kwargs["message_id"] == row.id
         assert row.attributes["delivery_status"] == "window_expired"
+        assert ticket.first_response_at is None
+        assert TicketActivityType.CUSTOMER_NOTIFIED.value not in [
+            activity.activity_type
+            for activity in service.activity_repo.list_for_ticket(ticket.id)
+        ]
+
+    @pytest.mark.asyncio
+    async def test_refused_channel_reply_preserves_an_existing_first_response(
+        self, service, db, test_organization, test_session
+    ):
+        test_session.channel = "whatsapp"
+        db.commit()
+        ticket = make_ticket(service, db, test_organization, session_id=test_session.session_id)
+        prior_response = datetime(2026, 10, 1, tzinfo=timezone.utc)
+        ticket.first_response_at = prior_response
+        db.commit()
+        db.refresh(ticket)
+        prior_response = ticket.first_response_at
+        refused = DeliveryResult(ok=False, reason="window_expired", can_template=True)
+
+        with patch("app.services.ticket.deliver_to_customer", return_value=refused):
+            await service.send_customer_message(ticket, "Your refund is on its way")
+
+        assert ticket.first_response_at == prior_response
+        assert TicketActivityType.CUSTOMER_NOTIFIED.value not in [
+            activity.activity_type
+            for activity in service.activity_repo.list_for_ticket(ticket.id)
+        ]
 
     @pytest.mark.asyncio
     async def test_a_send_that_raises_is_marked_undelivered(

backend/tests/services/test_workflow_execution.py

@@ -19,7 +19,6 @@ from unittest.mock import Mock, patch, AsyncMock, MagicMock
 from uuid import uuid4
 from app.services.workflow_execution import WorkflowExecutionService
 from app.models.workflow_node import WorkflowNode, NodeType, ExitCondition
-from app.agents.chat_agent import ChatResponse
 from app.models.workflow import Workflow, WorkflowStatus
 
 

backend/tests/services/test_workflow_node.py

@@ -16,7 +16,7 @@ limitations under the License.
 
 import pytest
 from unittest.mock import Mock, MagicMock, patch
-from uuid import uuid4, UUID
+from uuid import uuid4
 from datetime import datetime
 
 from app.services.workflow_node import WorkflowNodeService, sanitize_utf8_text
@@ -587,7 +587,7 @@ class TestWorkflowNodeService:
             }
         ]
 
-        result = workflow_node_service.replace_workflow_nodes_and_connections(
+        workflow_node_service.replace_workflow_nodes_and_connections(
             test_workflow.id, nodes_data, [], test_organization_id
         )
 
@@ -635,7 +635,7 @@ class TestWorkflowNodeService:
             "description": "Updated\udcac description\udd16"
         }
 
-        result = workflow_node_service.update_single_node(
+        workflow_node_service.update_single_node(
             test_workflow_node.workflow_id,
             test_workflow_node.id,
             update_data,

backend/tests/services/test_workflow_service.py

@@ -16,9 +16,9 @@ limitations under the License.
 
 import pytest
 import uuid
-from unittest.mock import MagicMock, patch
+from unittest.mock import MagicMock
 from app.services.workflow import WorkflowService
-from app.models.workflow import Workflow, WorkflowStatus
+from app.models.workflow import WorkflowStatus
 from app.models.schemas.workflow import WorkflowCreate