serviceDeskCallback.ts

/**
 * (C) Copyright IBM Corp. 2020.
 *
 * Licensed under the MIT License (the "License"); you may not use this file except in compliance with
 * the License. You may obtain a copy of the License at
 *
 * https://opensource.org/licenses/MIT
 *
 * 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.
 *
 */

import { ServiceDeskErrorInfo } from './errors';
import { MessageResponse } from './message';
import { AgentProfile } from './profiles';

/* eslint-disable camelcase */

/**
 * Any code that's using a service desk must implement this interface to provide this callback functions that the
 * service desk can use to send information back to the calling code when the information becomes available.
 */
interface ServiceDeskCallback {
  /**
   * Sends updated availability information to the chat widget for a user who is waiting to be connected to an
   * agent. This may be called at any point while waiting for the connection to provide newer information.
   *
   * @param availability The availability information to display to the user.
   */
  updateAgentAvailability(availability: AgentAvailability): void;

  /**
   * Informs the chat widget that an agent has joined the chat.
   *
   * @param profile The meta data about the agent.
   */
  agentJoined(profile: AgentProfile): void;

  /**
   * Informs the chat widget that the agent has read all the messages that have been sent to the service desk.
   */
  agentReadMessages(): void;

  /**
   * Tells the chat widget if an agent has started or stopped typing.
   *
   * @param isTyping If true, indicates that the agent is typing. False indicates the agent has stopped typing.
   */
  agentTyping(isTyping: boolean): void;

  /**
   * Sends a message to the chat widget from an agent.
   *
   * @param message The message to display to the user.
   * @param agentID The ID of the agent who is sending the message.
   */
  sendMessageToUser(message: MessageResponse, agentID: string): void;

  /**
   * Informs the chat widget that a transfer to another agent is in progress. The agent profile information is
   * optional if the service desk doesn't have the information available. This message simply tells the chat widget
   * that the transfer has started. The service desk should inform the widget when the transfer is complete by
   * sending a {@link agentJoined} message later.
   */
  beginTransferToAnotherAgent(profile?: AgentProfile): void;

  /**
   * Informs the chat widget that the agent has left the conversation. This does not end the conversation itself,
   * rather the only action that occurs is the visitor receives the agent left status message. If the user sends
   * another message, it is up to the service desk to decide what to do with it.
   */
  agentLeftChat(): void;

  /**
   * Informs the chat widget that the agent has ended the conversation.
   */
  agentEndedChat(): void;

  /**
   * Sets the state of the given error type.
   *
   * @param errorInfo Details for the error whose state is being set.
   */
  setErrorStatus(errorInfo: ServiceDeskErrorInfo): void;
}

/**
 * Information about the current availability of an agent while a user is waiting to be connected. If these are not set
 * the web chat will provide generic messaging letting the user know that they will reach a live agent as soon as
 * possible.
 */
interface AgentAvailability {
  /**
   * Number of users ahead in the queue.
   */
  position_in_queue?: number;

  /**
   * Estimated wait time in minutes.
   */
  estimated_wait_time?: number;
}

export { AgentAvailability, AgentProfile, ServiceDeskCallback };