@carbon/ai-chat 0.1.1-alpha5 → 0.1.1-react17

package/dist/ZendeskServiceDesk.js

@@ -1,649 +1 @@
-/*
-
-
-(C) Copyright IBM Corp. 2017, 2024. All Rights Reserved.
-
-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.
-
-@carbon/ai-chat 0.1.1-alpha5
-
-Built: Oct 24 2024 10:59 am -04:00
-
-
-
-*/
-import { ak as ErrorType, t as isConnectToAgent, j as createMessageResponseForText } from './messageUtils.js';
-import { W as WA_CONSOLE_PREFIX, i as isEmptyObject, p as MessageResponseTypes, c as consoleError, n as sleep } from './aiChatEntry2.js';
-import { S as ServiceDeskImpl } from './ServiceDeskImpl.js';
-import '@lit/react';
-import 'react';
-import 'lit';
-import 'lit/decorators.js';
-import 'react-dom';
-
-/**
- *
- * IBM Confidential
- *
- * (C) Copyright IBM Corp. 2019, 2023
- *
- * The source code for this program is not published or otherwise
- * divested of its trade secrets, irrespective of what has been
- * deposited with the U. S. Copyright Office
- *
- * US Government Users Restricted Rights - Use, duplication or
- * disclosure restricted by GSA ADP Schedule Contract with IBM Corp.
- *
- */
-/**
- * Event types that Zendesk Web SDK send to us.
- */
-var CHAT_EVENT_TYPES;
-(function (CHAT_EVENT_TYPES) {
-    // Chat message incoming from an agent.
-    CHAT_EVENT_TYPES["MESSAGE"] = "chat.msg";
-    // Agent is typing.
-    CHAT_EVENT_TYPES["TYPING"] = "typing";
-    // A visitor is in the wait queue.
-    CHAT_EVENT_TYPES["WAIT_QUEUE"] = "chat.wait_queue";
-    // A visitor is in a specific position in the wait queue.
-    CHAT_EVENT_TYPES["QUEUE_POSITION"] = "chat.queue_position";
-    // An agent or visitor has joined the chat.
-    CHAT_EVENT_TYPES["MEMBER_JOIN"] = "chat.memberjoin";
-    // An agent or visitor has left the chat.
-    CHAT_EVENT_TYPES["MEMBER_LEAVE"] = "chat.memberleave";
-    // Agent has read a message.
-    CHAT_EVENT_TYPES["LAST_READ"] = "last_read";
-    // An agent or visitor sends a chat comment.
-    CHAT_EVENT_TYPES["COMMENT"] = "chat.comment";
-})(CHAT_EVENT_TYPES || (CHAT_EVENT_TYPES = {}));
-/**
- * Account status that denotes whether Zendesk account is valid and has available agents.
- */
-var ACCOUNT_STATUS;
-(function (ACCOUNT_STATUS) {
-    ACCOUNT_STATUS["ONLINE"] = "online";
-    ACCOUNT_STATUS["AWAY"] = "away";
-    ACCOUNT_STATUS["OFFLINE"] = "offline";
-})(ACCOUNT_STATUS || (ACCOUNT_STATUS = {}));
-/**
- * Connection status event types that Zendesk sends after we call init().
- */
-var CONNECTION_STATUS;
-(function (CONNECTION_STATUS) {
-    CONNECTION_STATUS["CLOSED"] = "closed";
-    CONNECTION_STATUS["CONNECTED"] = "connected";
-    CONNECTION_STATUS["CONNECTING"] = "connecting";
-})(CONNECTION_STATUS || (CONNECTION_STATUS = {}));
-// Number of retries we attempt when Zendesk Web SDK calls fail.
-const NUM_RETRIES = 5;
-// Sleep interval in milliseconds before the next retry.
-const RETRY_INTERVAL = 1000;
-// Zendesk Web SDK source script URL.
-const ZENDESK_WEB_SDK_URL = 'https://dev.zopim.com/web-sdk/latest/web-sdk.js';
-// Nickname prefix for agents.
-const NICKNAME_PREFIX_AGENT = 'agent:';
-// Nickname prefix for visitors, AKA the chat widget user. (visitor prefix does NOT have an appended colon)
-const NICKNAME_PREFIX_VISITOR = 'visitor';
-// Prefix we use for denoting a tag used to store a session variable in for agent app.
-const TAG_WA_SESSION_PREFIX = 'x-watson-assistant-session_';
-// Prefix we use for denoting a tag used to store a session variable in our agent app. This is a newer version that is
-// compatible with ZenDesk Support, which removes special characters more aggressively than ZenDesk Chat.
-const TAG_WA_SESSION_PREFIX_SUPPORT = 'x-watson-assistant-session-support_';
-// Error denoting Zendesk account is not online or has no online agents.
-const ERROR_ACCOUNT_NOT_ONLINE = `${WA_CONSOLE_PREFIX} Zendesk account is not online`;
-// Error denoting a connection attempt was made but with no initial message.
-const ERROR_NO_AGENT_MESSAGE = `${WA_CONSOLE_PREFIX} A message to the agent is required to initiate a connection to the service desk.`;
-// Error denoting the Zendesk account connection is not initialized and is not ready to be called.
-const ERROR_NOT_INITIALIZED = `${WA_CONSOLE_PREFIX} Zendesk Web SDK is not initialized.`;
-// Error denoting that we do not support a structured message without an initialed message string.
-const ERROR_STRUCTURED_MSG_NOT_SUPPORTED = `${WA_CONSOLE_PREFIX} Received a structured message without a string message from agent and this is not supported.`;
-// Warning denoting we received a structured_msg event type that we don't currently support.
-const WARNING_EVENT_TYPE_NOT_SUPPORTED = (type) => `${WA_CONSOLE_PREFIX} Event type ${type} not currently supported.`;
-// Warning denoting we received an options array event type that we don't currently support.
-const WARNING_MESSAGE_OPTIONS_NOT_SENT = `${WA_CONSOLE_PREFIX} Received options attached to the message and the options will not be displayed to the user.`;
-// Warning denoting that we received a structured message with a string, and that we will strip out the structured msg.
-const WARNING_STRUCTURED_MSG_NOT_SUPPORTED = `${WA_CONSOLE_PREFIX} Received a structured message from agent and this is not supported. Only the string message will be sent.`;
-
-/**
- *
- * IBM Confidential
- *
- * (C) Copyright IBM Corp. 2019, 2023
- *
- * The source code for this program is not published or otherwise
- * divested of its trade secrets, irrespective of what has been
- * deposited with the U. S. Copyright Office
- *
- * US Government Users Restricted Rights - Use, duplication or
- * disclosure restricted by GSA ADP Schedule Contract with IBM Corp.
- *
- */
-/**
- * Zendesk Integration type name - used externally for routing purposes
- */
-const ZENDESK_INTEGRATION_NAME = 'zendesk';
-/**
- * Boolean indicating if Zendesk's SDK is already loaded on the DOM as a script. If it is, then ZendeskServiceDesk will
- * skip loading another identical script onto the DOM.
- */
-global.zendeskScriptLoaded = false;
-class ZendeskServiceDesk extends ServiceDeskImpl {
-    constructor(callback, config, serviceManager) {
-        super(callback, config, serviceManager);
-        /**
-         * Indicates if we are currently connected to the service desk. This may flip to false at any point as the result
-         * of the connection getting dropped in the middle of a conversation.
-         */
-        this.isConnected = false;
-        this.account_key = config && config.subscription && config.subscription.account && config.subscription.account.id;
-        if (!this.account_key) {
-            throw new Error('Zendesk account key is not found in definition config.');
-        }
-        this.isChatStarted = false;
-    }
-    /**
-     * If not already initialized, this will load the zendesk module from the ZENDESK_WEB_SDK_URL source and then inject
-     * the module into the webpage's DOM. When the module load is complete, the returned Promise will resolve.
-     */
-    async ensureZendeskModuleLoadedAndConnected() {
-        // If Zendesk SDK is already loaded, simply set the SDK and SDK-promise objects.
-        // Otherwise, load the Zendesk SDK onto the DOM.
-        if (global.zendeskScriptLoaded) {
-            this.sdk = window.zChat;
-            this.loadingSDKPromise = Promise.resolve();
-        }
-        else if (!this.loadingSDKPromise && !this.sdk) {
-            this.loadingSDKPromise = new Promise((resolve, reject) => {
-                const script = document.createElement('script');
-                script.type = 'text/javascript';
-                script.async = true;
-                script.src = ZENDESK_WEB_SDK_URL;
-                script.onerror = (error) => {
-                    reject(error);
-                };
-                script.onload = () => {
-                    this.loadingSDKPromise = null;
-                    this.sdk = window.zChat;
-                    const params = {
-                        account_key: this.account_key,
-                        suppress_console_error: true,
-                    };
-                    // If JWT is available, then call the Zendesk jwt_fn
-                    // to make sure calls are routed to Zendesk through the auth route
-                    if (this.authJWT) {
-                        params.authentication = {
-                            jwt_fn: (callback) => {
-                                // The JWT is immediately available so call the callback right away
-                                callback(this.authJWT);
-                            },
-                        };
-                    }
-                    this.sdk.init(params);
-                    this.sdk.on('chat', (event_data) => {
-                        if (this.isAccountOnline()) {
-                            this.handleChatEvent(event_data);
-                        }
-                    });
-                    // This event fires only when an agent joins or an existing agent's information has changed.
-                    this.sdk.on('agent_update', (event_data) => {
-                        if (this.isAccountOnline()) {
-                            this.handleChatAgentUpdateEvent(event_data);
-                        }
-                    });
-                    this.sdk.on('error', (error) => {
-                        const { context } = error;
-                        if (context === 'init') {
-                            this.callback.setErrorStatus({ type: ErrorType.CONNECTING, logInfo: error.message });
-                        }
-                    });
-                    // Documentation on connection_update events: https://api.zopim.com/web-sdk/#zchat-getaccountstatus.
-                    this.sdk.on('connection_update', (status) => {
-                        switch (status) {
-                            case CONNECTION_STATUS.CONNECTED: {
-                                this.isConnected = true;
-                                this.callback.setErrorStatus({ type: ErrorType.DISCONNECTED, isDisconnected: false });
-                                // Resolve the initial promise that may be waiting on the connection to happen. This may occur
-                                // multiple times during the chat but it's okay to do this more than once.
-                                resolve(undefined);
-                                break;
-                            }
-                            case CONNECTION_STATUS.CONNECTING:
-                            case CONNECTION_STATUS.CLOSED: {
-                                // CONNECTION_STATUS.CONNECTING can occur if the connection with the service desk is temporarily lost in the middle of a
-                                // conversation. CONNECTION_STATUS.CLOSED can occur if the connection has been closed due to various reasons.
-                                const wasConnected = this.isConnected;
-                                this.isConnected = false;
-                                if (wasConnected) {
-                                    this.callback.setErrorStatus({ type: ErrorType.DISCONNECTED, isDisconnected: true });
-                                }
-                                break;
-                            }
-                        }
-                    });
-                };
-                document.getElementsByTagName('head')[0].appendChild(script);
-                global.zendeskScriptLoaded = true;
-            });
-        }
-        return this.loadingSDKPromise;
-    }
-    async startChat(connectMessage, startChatOptions) {
-        // The connect info is contained on the first "connect_to_agent" response we got from dialog.
-        const connectInfo = connectMessage.output.generic.find(isConnectToAgent);
-        this.authJWT = connectInfo.transfer_info?.additional_data?.jwt;
-        await this.ensureZendeskModuleLoadedAndConnected();
-        if (this.isChatStarted) {
-            return;
-        }
-        if (this.isAccountOnline()) {
-            // If the visitor does not have a JWT associated with it (aka not authenticated), then
-            // set her display name to the display name generated by the webchat.
-            // If the visitor is authenticated, then Zendesk will automatically compile her details
-            // from her JWT payload.
-            if (!this.authJWT) {
-                this.sdk.setVisitorInfo({
-                    display_name: this.state.userID || 'Unknown Visitor',
-                    email: '',
-                    phone: '',
-                });
-            }
-            // Clearing the department before the chat is required, otherwise the conversation retains the existing
-            // department information (despite having already requested to clear the department in endChat).
-            await this.clearChatDepartment();
-            // Gather info about all online departments and the target routing department name.
-            // Then figure if the target route department is online, and if so then perform the routing.
-            const routeDepartmentName = connectInfo.transfer_info?.target?.[ZENDESK_INTEGRATION_NAME]?.department;
-            const routeDepartment = routeDepartmentName &&
-                this.sdk
-                    .getAllDepartments()
-                    .find((department) => department.name === routeDepartmentName && department.status === ACCOUNT_STATUS.ONLINE);
-            if (routeDepartment) {
-                await this.setChatDepartment(routeDepartment.id);
-            }
-            // In order to load the agent app inside the Zendesk application, we need to pass the session history key to
-            // Zendesk. We do that by passing the key as a tag. There are two different versions of Zendesk: Zendesk Chat
-            // and Zendesk Support. Each uses its own format for tags so we need to pass two tags to support either system.
-            const addSessionTagExecutor = () => new Promise(resolve => {
-                const tags = [];
-                // A string that is separated by AGENT_APP_KEY_SEPARATOR that can be used to create a PublicConfig. It
-                // includes base connect info like integrationID, etc., and by pass JWT security
-                // with a one time auth code. It is formatted as JSON as
-                // {
-                //     "sessionHistoryKey":"dev::6.9.0::425169::f4d26c16-8607-49ce-8d71-70f1c2de5feb::6a755ee2-b094-4b9b-ada3-482295647f17::6435434b-b3e1-4f70-8eff-7149d43d938b::0fcc042c5b45414b99850fbd38840ad9"
-                // }
-                // We must stringify it for ZenDesk Chat.
-                const metadata_for_chat = JSON.stringify(startChatOptions.agentAppInfo);
-                // There might already be tags on the account, so we include Date.now here to make sure we grab most recent.
-                tags.push(`${TAG_WA_SESSION_PREFIX}${this.state.sessionID}_${Date.now()}_${metadata_for_chat}`);
-                // Zendesk Support only allows alphanumeric, dash and underscore characters in their tags.
-                // They say they support / but it is a lie and it is stripped.
-                // They also say they support all UTF-8 characters... (see https://www.w3schools.com/charsets/ref_utf_basic_latin.asp)
-                // But they don't really. But they do support the Latin ones below.
-                // They also change everything to lowercase. I blame a designer I hate for that one.
-                // See https://support.zendesk.com/hc/en-us/articles/4408835059482-Working-with-ticket-tags
-                // This means we need to send the data in an alternate format.
-                // We have to send both versions to account for folks with a version of the agent app prior to web chat version 7.1.
-                // We could, in the future, force folks to upgrade their agent app when moving to a future major version of web chat
-                // and remove the TAG_WA_SESSION_PREFIX tag and only use this tag.
-                const metadata_for_support = startChatOptions.agentAppInfo.sessionHistoryKey
-                    .replace(/\./g, 'ä') // replace all periods with ä
-                    .replace(/_/g, 'â') // replace all underscores with â, we don't want things to get confused when we split on _ later.
-                    .replace(/::/g, 'à'); // replace all '::' with 'à'
-                // The ZenDesk agent app will reverse all these replacements when they are able to grab the tags; this
-                // happens in iframe.html.
-                // There might already be tags on the account, so we include Date.now here to make sure we grab most recent.
-                tags.push(`${TAG_WA_SESSION_PREFIX_SUPPORT}${this.state.sessionID}_${Date.now()}_${metadata_for_support}`);
-                this.sdk.addTags(tags, (error) => resolve(this.handleError(error)));
-            });
-            await this.doWithRetry(0, addSessionTagExecutor);
-            // Add any tags that are specified in the dialog pre-chat context variables.
-            const preChat = connectMessage.context?.integrations?.zendesk?.pre_chat;
-            if (typeof preChat === 'object' && !isEmptyObject(preChat)) {
-                const preChatTags = Object.entries(preChat).map(([key, value]) => `${key}_${value}`);
-                const addContextTagsExecutor = () => new Promise(resolve => {
-                    this.sdk.addTags(preChatTags, (error) => resolve(this.handleError(error)));
-                });
-                await this.doWithRetry(0, addContextTagsExecutor);
-            }
-            // Send the messages provided by the connect_to_agent object intended to be sent to the agent. If the array doesn't
-            // exist, the connection should fail because an initial message is required to establish the websocket connection.
-            if (connectInfo.transfer_info && Array.isArray(connectInfo.transfer_info.summary_message_to_agent)) {
-                connectInfo.transfer_info.summary_message_to_agent.forEach(agentMessage => {
-                    if (agentMessage.response_type === MessageResponseTypes.TEXT) {
-                        this.sdk.sendChatMsg(agentMessage.text, (error) => {
-                            if (error) {
-                                throw Error(error);
-                            }
-                        });
-                    }
-                });
-            }
-            else {
-                throw Error(ERROR_NO_AGENT_MESSAGE);
-            }
-            // Check if the agent is already in the chat room. This happens when the Zendesk agent clicks on Continue Chat
-            // after the web chat user has ended the chat.
-            const existingAgents = this.sdk.getServingAgentsInfo();
-            if (Array.isArray(existingAgents) && existingAgents.length > 0) {
-                const { nick, display_name } = existingAgents[0];
-                const agent = {
-                    id: nick,
-                    nickname: display_name, // nickname is a misnomer in Zendesk, using display_name instead
-                };
-                this.currentAgent = agent;
-                this.callback.agentJoined(agent);
-            }
-            this.isChatStarted = true;
-        }
-        else {
-            throw Error(ERROR_ACCOUNT_NOT_ONLINE);
-        }
-    }
-    async endChat() {
-        await this.ensureZendeskModuleLoadedAndConnected();
-        this.assertChatStarted();
-        const executor = () => new Promise(resolve => {
-            // End chat while clearing the conversation's default department.
-            // Otherwise, changing the conversation's department will not work.
-            this.sdk.endChat({
-                clear_dept_id_on_chat_ended: true,
-            }, (error) => {
-                if (error) {
-                    consoleError('[ZendeskServiceDesk]', error);
-                    resolve(false);
-                }
-                else {
-                    this.isChatStarted = false;
-                    this.currentAgent = undefined;
-                    resolve(true);
-                }
-            });
-        });
-        await this.doWithRetry(0, executor);
-    }
-    async sendMessageToAgent(message, messageID) {
-        await this.ensureZendeskModuleLoadedAndConnected();
-        this.assertChatStarted();
-        const { text } = message.input;
-        if (this.isAccountOnline()) {
-            const executor = () => new Promise(resolve => {
-                this.sdk.sendChatMsg(text, (error) => {
-                    if (error) {
-                        consoleError('[ZendeskServiceDesk] Error sending message', error);
-                        resolve(false);
-                    }
-                    else {
-                        this.sdk.sendTyping(false);
-                        resolve(true);
-                    }
-                });
-            });
-            await this.doWithRetry(0, executor);
-        }
-        else {
-            throw Error(ERROR_ACCOUNT_NOT_ONLINE);
-        }
-    }
-    async userReadMessages() {
-        await this.ensureZendeskModuleLoadedAndConnected();
-        this.assertChatStarted();
-        this.sdk.markAsRead();
-    }
-    async userTyping(isTyping) {
-        await this.ensureZendeskModuleLoadedAndConnected();
-        this.assertChatStarted();
-        this.sdk.sendTyping(isTyping);
-    }
-    async areAnyAgentsOnline(connectMessage) {
-        const connectInfo = connectMessage.output.generic.find(isConnectToAgent);
-        this.authJWT = connectInfo?.transfer_info?.additional_data?.jwt;
-        await this.ensureZendeskModuleLoadedAndConnected();
-        return this.isAccountOnline();
-    }
-    /**
-     * Routes the event to the correct handler method based on the event type.
-     */
-    handleChatEvent(event) {
-        switch (event.type) {
-            case CHAT_EVENT_TYPES.MESSAGE: {
-                this.handleChatMessageEvent(event);
-                break;
-            }
-            case CHAT_EVENT_TYPES.TYPING: {
-                this.handleChatTypingEvent(event);
-                break;
-            }
-            case CHAT_EVENT_TYPES.WAIT_QUEUE: {
-                const queuePositionEvent = {
-                    type: CHAT_EVENT_TYPES.QUEUE_POSITION,
-                    nick: event.nick,
-                    queue_position: event.wait_queue,
-                };
-                this.handleChatQueuePositionEvent(queuePositionEvent);
-                break;
-            }
-            case CHAT_EVENT_TYPES.QUEUE_POSITION: {
-                this.handleChatQueuePositionEvent(event);
-                break;
-            }
-            case CHAT_EVENT_TYPES.MEMBER_JOIN: {
-                // nothing goes here because the member join feature is being handled by the 'agent_update' event
-                break;
-            }
-            case CHAT_EVENT_TYPES.MEMBER_LEAVE: {
-                this.handleChatAgentLeaveEvent(event);
-                break;
-            }
-            case CHAT_EVENT_TYPES.LAST_READ: {
-                this.handleChatAgentLastReadEvent(event);
-                break;
-            }
-            case CHAT_EVENT_TYPES.COMMENT: {
-                this.handleChatComment(event);
-                break;
-            }
-            default: {
-                console.warn(WARNING_EVENT_TYPE_NOT_SUPPORTED(event.type));
-                this.handleEventNotSupported(event);
-                break;
-            }
-        }
-    }
-    /**
-     * Handles event when the agent sends a message.
-     */
-    async handleChatMessageEvent(event) {
-        const { msg, structured_msg, options } = event;
-        if (this.isAgentMessage(event)) {
-            // We currently cannot support structured messages, so we treat them like regular string messages.
-            // Options array might exist and contain no elements even in a pure text message event.
-            if (structured_msg || (Array.isArray(options) && options.length > 0)) {
-                // If the structured message has no initial string, then we cannot treat this like a single string message and
-                // must throw an error.
-                if (!msg) {
-                    throw Error(ERROR_STRUCTURED_MSG_NOT_SUPPORTED);
-                }
-                // Warning message depends on whether the structured message or options was filled.
-                const warningMsg = structured_msg ? WARNING_STRUCTURED_MSG_NOT_SUPPORTED : WARNING_MESSAGE_OPTIONS_NOT_SENT;
-                console.warn(warningMsg);
-                const executor = () => new Promise(resolve => this.sdk.sendChatComment(warningMsg, (error) => resolve(this.handleError(error))));
-                await this.doWithRetry(0, executor);
-            }
-            const agentId = this.currentAgent ? this.currentAgent.id : null;
-            const messageResponse = createMessageResponseForText(msg);
-            // As soon as the agent sends a message, make sure to clear the "isTyping" event for the agent.
-            this.callback.agentTyping(false);
-            this.callback.sendMessageToUser(messageResponse, agentId);
-        }
-    }
-    /**
-     * Handles event when the agent is typing.
-     */
-    handleChatTypingEvent(event) {
-        const { typing } = event;
-        if (this.isAgentMessage(event)) {
-            this.callback.agentTyping(typing);
-        }
-    }
-    /**
-     * Handles event when the visitor/chat user enters the agent wait queue.
-     */
-    handleChatQueuePositionEvent(event) {
-        const { queue_position } = event;
-        const availability = {
-            position_in_queue: queue_position,
-        };
-        this.callback.updateAgentAvailability(availability);
-    }
-    /**
-     * Handles event when an agent joins, is transferred, or has updated his/her information.
-     */
-    handleChatAgentUpdateEvent(event) {
-        // Check if the chat has not started (or more actually, has already ended) and ignore if so.
-        if (!this.isChatStarted) {
-            return;
-        }
-        const { nick, display_name } = event;
-        const agent = {
-            id: nick,
-            nickname: display_name,
-            profile_picture_url: event.avatar_path ? event.avatar_path : undefined,
-        };
-        // If an agent already exists and the agent IDs do not match, then an agent transfer is occurring.
-        if (this.currentAgent && this.currentAgent.id !== agent.id) {
-            this.callback.beginTransferToAnotherAgent(agent);
-            this.callback.agentJoined(agent);
-        }
-        else if (!this.currentAgent) {
-            // New agent has joined, and no agent had previously joined.
-            this.callback.agentJoined(agent);
-        }
-        this.currentAgent = agent;
-    }
-    /**
-     * Handles event when an agent leaves the chat.
-     */
-    handleChatAgentLeaveEvent(event) {
-        const { nick } = event;
-        if (this.isAgentMessage(event)) {
-            // If the current agent leaves, then end the chat.
-            // TO DO: When we support multiple agents, we need to track which agents have come and gone.
-            if (nick === this.currentAgent.id) {
-                this.callback.agentLeftChat();
-                this.currentAgent = null;
-            }
-        }
-    }
-    /**
-     * Handles event when an agent has read a message.
-     */
-    handleChatAgentLastReadEvent(event) {
-        if (this.isAgentMessage(event)) {
-            this.callback.agentReadMessages();
-        }
-    }
-    /**
-     * Handles event when an agent or visitor sends a chat comment. Sending a chat comment is akin to sending a chat
-     * status to the agent.
-     */
-    async handleChatComment(event) {
-        if (this.isVisitorMessage(event)) {
-            // This is the expected case, and we ignore chat comment events that we send on the visitor's behalf.
-            return;
-        }
-        // If the agent sends a comment, let the agent know we don't know how to send that to the visitor.
-        this.handleEventNotSupported(event);
-    }
-    /**
-     * Handles events that we do not currently support by sending a chat comment to the agent the message was not sent.
-     */
-    async handleEventNotSupported(event) {
-        const executor = () => new Promise(resolve => this.sdk.sendChatComment(WARNING_EVENT_TYPE_NOT_SUPPORTED(event.type), (error) => resolve(this.handleError(error))));
-        await this.doWithRetry(0, executor);
-    }
-    /**
-     * Returns true if the event is a message with agent as the source.
-     */
-    isAgentMessage(event) {
-        return typeof event.nick === 'string' && event.nick.startsWith(NICKNAME_PREFIX_AGENT);
-    }
-    /**
-     * Returns true if the event is a message with visitor as the source.
-     */
-    isVisitorMessage(event) {
-        return typeof event.nick === 'string' && event.nick.startsWith(NICKNAME_PREFIX_VISITOR);
-    }
-    /**
-     * Returns true if the account is online and there are online agents.
-     */
-    isAccountOnline() {
-        return this.sdk?.getAccountStatus() === ACCOUNT_STATUS.ONLINE;
-    }
-    /**
-     * Asserts that the chat has initialized and has started.
-     */
-    assertChatStarted() {
-        if (!this.isChatStarted) {
-            throw Error(ERROR_NOT_INITIALIZED);
-        }
-    }
-    /**
-     * Sets the routing department of the chat conversation.
-     *
-     * @param departmentId The ID of the department to route to.
-     */
-    async setChatDepartment(departmentId) {
-        const executor = () => new Promise(resolve => this.sdk.setVisitorDefaultDepartment(departmentId, (error) => resolve(this.handleError(error))));
-        await this.doWithRetry(0, executor);
-    }
-    /**
-     * Clear the routing department of the chat conversation.
-     */
-    async clearChatDepartment() {
-        const executor = () => new Promise(resolve => this.sdk.clearVisitorDefaultDepartment((error) => resolve(this.handleError(error))));
-        await this.doWithRetry(0, executor);
-    }
-    /**
-     * Calls the executor method and retries the call a number of times if the executor fails.
-     */
-    async doWithRetry(numRetriesAttempted, executor) {
-        if (numRetriesAttempted > NUM_RETRIES) {
-            return false;
-        }
-        try {
-            const result = await executor();
-            if (result) {
-                return true;
-            }
-        }
-        catch (error) {
-            consoleError('Error in ZendeskServiceDesk.doWithRetry', error);
-        }
-        await sleep(RETRY_INTERVAL);
-        return this.doWithRetry(numRetriesAttempted + 1, executor);
-    }
-    /**
-     * Takes an optional error and, if not null, prints the error onto the browser console.
-     * Then returns whether an error was found.
-     *
-     * @param error The error to investigate (can be undefined).
-     */
-    handleError(error) {
-        if (error) {
-            consoleError('[ZendeskServiceDesk]', error);
-            return false;
-        }
-        return true;
-    }
-}
-
-export { ZendeskServiceDesk };
+import{ak as t,t as e,j as s}from"./messageUtils.js";import{W as n,i,p as a,c as r,n as o}from"./aiChatEntry2.js";import{S as h}from"./ServiceDeskImpl.js";import"@lit/react";import"react";import"lit";import"lit/decorators.js";import"react-dom";var d,c,l;!function(t){t.MESSAGE="chat.msg",t.TYPING="typing",t.WAIT_QUEUE="chat.wait_queue",t.QUEUE_POSITION="chat.queue_position",t.MEMBER_JOIN="chat.memberjoin",t.MEMBER_LEAVE="chat.memberleave",t.LAST_READ="last_read",t.COMMENT="chat.comment"}(d||(d={})),function(t){t.ONLINE="online",t.AWAY="away",t.OFFLINE="offline"}(c||(c={})),function(t){t.CLOSED="closed",t.CONNECTED="connected",t.CONNECTING="connecting"}(l||(l={}));const u=`${n} Zendesk account is not online`,g=`${n} A message to the agent is required to initiate a connection to the service desk.`,p=`${n} Zendesk Web SDK is not initialized.`,k=`${n} Received a structured message without a string message from agent and this is not supported.`,E=t=>`${n} Event type ${t} not currently supported.`,m=`${n} Received options attached to the message and the options will not be displayed to the user.`,C=`${n} Received a structured message from agent and this is not supported. Only the string message will be sent.`;global.zendeskScriptLoaded=!1;class y extends h{constructor(t,e,s){if(super(t,e,s),this.isConnected=!1,this.account_key=e&&e.subscription&&e.subscription.account&&e.subscription.account.id,!this.account_key)throw new Error("Zendesk account key is not found in definition config.");this.isChatStarted=!1}async ensureZendeskModuleLoadedAndConnected(){return global.zendeskScriptLoaded?(this.sdk=window.zChat,this.loadingSDKPromise=Promise.resolve()):this.loadingSDKPromise||this.sdk||(this.loadingSDKPromise=new Promise(((e,s)=>{const n=document.createElement("script");n.type="text/javascript",n.async=!0,n.src="https://dev.zopim.com/web-sdk/latest/web-sdk.js",n.onerror=t=>{s(t)},n.onload=()=>{this.loadingSDKPromise=null,this.sdk=window.zChat;const s={account_key:this.account_key,suppress_console_error:!0};this.authJWT&&(s.authentication={jwt_fn:t=>{t(this.authJWT)}}),this.sdk.init(s),this.sdk.on("chat",(t=>{this.isAccountOnline()&&this.handleChatEvent(t)})),this.sdk.on("agent_update",(t=>{this.isAccountOnline()&&this.handleChatAgentUpdateEvent(t)})),this.sdk.on("error",(e=>{const{context:s}=e;"init"===s&&this.callback.setErrorStatus({type:t.CONNECTING,logInfo:e.message})})),this.sdk.on("connection_update",(s=>{switch(s){case l.CONNECTED:this.isConnected=!0,this.callback.setErrorStatus({type:t.DISCONNECTED,isDisconnected:!1}),e(void 0);break;case l.CONNECTING:case l.CLOSED:{const e=this.isConnected;this.isConnected=!1,e&&this.callback.setErrorStatus({type:t.DISCONNECTED,isDisconnected:!0});break}}}))},document.getElementsByTagName("head")[0].appendChild(n),global.zendeskScriptLoaded=!0}))),this.loadingSDKPromise}async startChat(t,s){const n=t.output.generic.find(e);if(this.authJWT=n.transfer_info?.additional_data?.jwt,await this.ensureZendeskModuleLoadedAndConnected(),!this.isChatStarted){if(!this.isAccountOnline())throw Error(u);{this.authJWT||this.sdk.setVisitorInfo({display_name:this.state.userID||"Unknown Visitor",email:"",phone:""}),await this.clearChatDepartment();const e=n.transfer_info?.target?.zendesk?.department,r=e&&this.sdk.getAllDepartments().find((t=>t.name===e&&t.status===c.ONLINE));r&&await this.setChatDepartment(r.id);const o=()=>new Promise((t=>{const e=[],n=JSON.stringify(s.agentAppInfo);e.push(`x-watson-assistant-session_${this.state.sessionID}_${Date.now()}_${n}`);const i=s.agentAppInfo.sessionHistoryKey.replace(/\./g,"ä").replace(/_/g,"â").replace(/::/g,"à");e.push(`x-watson-assistant-session-support_${this.state.sessionID}_${Date.now()}_${i}`),this.sdk.addTags(e,(e=>t(this.handleError(e))))}));await this.doWithRetry(0,o);const h=t.context?.integrations?.zendesk?.pre_chat;if("object"==typeof h&&!i(h)){const t=Object.entries(h).map((([t,e])=>`${t}_${e}`)),e=()=>new Promise((e=>{this.sdk.addTags(t,(t=>e(this.handleError(t))))}));await this.doWithRetry(0,e)}if(!n.transfer_info||!Array.isArray(n.transfer_info.summary_message_to_agent))throw Error(g);n.transfer_info.summary_message_to_agent.forEach((t=>{t.response_type===a.TEXT&&this.sdk.sendChatMsg(t.text,(t=>{if(t)throw Error(t)}))}));const d=this.sdk.getServingAgentsInfo();if(Array.isArray(d)&&d.length>0){const{nick:t,display_name:e}=d[0],s={id:t,nickname:e};this.currentAgent=s,this.callback.agentJoined(s)}this.isChatStarted=!0}}}async endChat(){await this.ensureZendeskModuleLoadedAndConnected(),this.assertChatStarted();await this.doWithRetry(0,(()=>new Promise((t=>{this.sdk.endChat({clear_dept_id_on_chat_ended:!0},(e=>{e?(r("[ZendeskServiceDesk]",e),t(!1)):(this.isChatStarted=!1,this.currentAgent=void 0,t(!0))}))}))))}async sendMessageToAgent(t,e){await this.ensureZendeskModuleLoadedAndConnected(),this.assertChatStarted();const{text:s}=t.input;if(!this.isAccountOnline())throw Error(u);{const t=()=>new Promise((t=>{this.sdk.sendChatMsg(s,(e=>{e?(r("[ZendeskServiceDesk] Error sending message",e),t(!1)):(this.sdk.sendTyping(!1),t(!0))}))}));await this.doWithRetry(0,t)}}async userReadMessages(){await this.ensureZendeskModuleLoadedAndConnected(),this.assertChatStarted(),this.sdk.markAsRead()}async userTyping(t){await this.ensureZendeskModuleLoadedAndConnected(),this.assertChatStarted(),this.sdk.sendTyping(t)}async areAnyAgentsOnline(t){const s=t.output.generic.find(e);return this.authJWT=s?.transfer_info?.additional_data?.jwt,await this.ensureZendeskModuleLoadedAndConnected(),this.isAccountOnline()}handleChatEvent(t){switch(t.type){case d.MESSAGE:this.handleChatMessageEvent(t);break;case d.TYPING:this.handleChatTypingEvent(t);break;case d.WAIT_QUEUE:{const e={type:d.QUEUE_POSITION,nick:t.nick,queue_position:t.wait_queue};this.handleChatQueuePositionEvent(e);break}case d.QUEUE_POSITION:this.handleChatQueuePositionEvent(t);break;case d.MEMBER_JOIN:break;case d.MEMBER_LEAVE:this.handleChatAgentLeaveEvent(t);break;case d.LAST_READ:this.handleChatAgentLastReadEvent(t);break;case d.COMMENT:this.handleChatComment(t);break;default:console.warn(E(t.type)),this.handleEventNotSupported(t)}}async handleChatMessageEvent(t){const{msg:e,structured_msg:n,options:i}=t;if(this.isAgentMessage(t)){if(n||Array.isArray(i)&&i.length>0){if(!e)throw Error(k);const t=n?C:m;console.warn(t);const s=()=>new Promise((e=>this.sdk.sendChatComment(t,(t=>e(this.handleError(t))))));await this.doWithRetry(0,s)}const t=this.currentAgent?this.currentAgent.id:null,a=s(e);this.callback.agentTyping(!1),this.callback.sendMessageToUser(a,t)}}handleChatTypingEvent(t){const{typing:e}=t;this.isAgentMessage(t)&&this.callback.agentTyping(e)}handleChatQueuePositionEvent(t){const{queue_position:e}=t,s={position_in_queue:e};this.callback.updateAgentAvailability(s)}handleChatAgentUpdateEvent(t){if(!this.isChatStarted)return;const{nick:e,display_name:s}=t,n={id:e,nickname:s,profile_picture_url:t.avatar_path?t.avatar_path:void 0};this.currentAgent&&this.currentAgent.id!==n.id?(this.callback.beginTransferToAnotherAgent(n),this.callback.agentJoined(n)):this.currentAgent||this.callback.agentJoined(n),this.currentAgent=n}handleChatAgentLeaveEvent(t){const{nick:e}=t;this.isAgentMessage(t)&&e===this.currentAgent.id&&(this.callback.agentLeftChat(),this.currentAgent=null)}handleChatAgentLastReadEvent(t){this.isAgentMessage(t)&&this.callback.agentReadMessages()}async handleChatComment(t){this.isVisitorMessage(t)||this.handleEventNotSupported(t)}async handleEventNotSupported(t){await this.doWithRetry(0,(()=>new Promise((e=>this.sdk.sendChatComment(E(t.type),(t=>e(this.handleError(t))))))))}isAgentMessage(t){return"string"==typeof t.nick&&t.nick.startsWith("agent:")}isVisitorMessage(t){return"string"==typeof t.nick&&t.nick.startsWith("visitor")}isAccountOnline(){return this.sdk?.getAccountStatus()===c.ONLINE}assertChatStarted(){if(!this.isChatStarted)throw Error(p)}async setChatDepartment(t){await this.doWithRetry(0,(()=>new Promise((e=>this.sdk.setVisitorDefaultDepartment(t,(t=>e(this.handleError(t))))))))}async clearChatDepartment(){await this.doWithRetry(0,(()=>new Promise((t=>this.sdk.clearVisitorDefaultDepartment((e=>t(this.handleError(e))))))))}async doWithRetry(t,e){if(t>5)return!1;try{if(await e())return!0}catch(t){r("Error in ZendeskServiceDesk.doWithRetry",t)}return await o(1e3),this.doWithRetry(t+1,e)}handleError(t){return!t||(r("[ZendeskServiceDesk]",t),!1)}}export{y as ZendeskServiceDesk};