Unified support: combined Get help conversations flow#25720
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Add the data layer for the unified support conversations list, backed by the new wordpress-rs `unifiedConversations` endpoint: - UnifiedConversationItem model (combined bot + Happiness Engineer list entry) with isBot branching and server-status mapping. - UnifiedConversationDataProvider protocol + loadUnifiedConversations() on SupportDataProvider. - WpUnifiedConversationDataProvider using api.unifiedConversations.getUnifiedConversationList(), mapping UnifiedConversationSummary to the combined item. - Mock provider + sample data for previews. Conversation detail and replies continue to use the existing per-type data sources, branched on the item type.
Replace the two separate "Ask the Bots" and "Ask the Happiness Engineers" entries in the support hub with a single "Get help" entry that opens the unified conversations list. - UnifiedConversationListView shows bot chats and HE tickets in one combined list (loaded from the unified endpoint), with bot rows badged and HE rows showing their status, plus pull-to-refresh and a + button to start a new bot chat. - Each row routes into the existing detail experience branched on type: the chat-style bot ConversationView, or the ticket-style SupportConversationView (both reuse the existing per-type detail/reply code unchanged). - RootSupportView now shows one Get help link instead of two. The legacy Zendesk support flow remains gated behind FeatureFlag.newSupport (shown when the flag is off) and is unchanged.
Port WordPress-Android#23011. Bot replies can include text/html "citation" attachments that are web links to help articles, not downloadable files. Previously these rendered as file cards; tapping one would try to download raw HTML. This is most visible after a conversation is escalated to a Happiness Engineer, where the bot's earlier messages render through the ticket attachment path. - Add Attachment.isLink for text/html content types. - AttachmentListView partitions link attachments out of the file grid and renders them as tappable, underlined links that open in the browser.
Collaborator
Generated by 🚫 Danger |
Contributor
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| App Name | WordPress | |
| Configuration | Release-Alpha | |
| Build Number | 32955 | |
| Version | PR #25720 | |
| Bundle ID | org.wordpress.alpha | |
| Commit | 069324d | |
| Installation URL | 65spnvtp5j970 |
Contributor
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| App Name | Jetpack | |
| Configuration | Release-Alpha | |
| Build Number | 32955 | |
| Version | PR #25720 | |
| Bundle ID | com.jetpack.alpha | |
| Commit | 069324d | |
| Installation URL | 5eoe38h7lcjr8 |
The + (new conversation) button in the unified list was disabled unless the account had the .createChatConversation permission, which reflects Happiness Engineer / support eligibility. Starting a bot chat shouldn't require that — on accounts without support eligibility the button was permanently disabled, so new conversations couldn't be created at all. Remove the gate so any signed-in user can start a bot chat (matching the Android unified flow); HE eligibility still applies inside the ticket reply flow.
- Drop unused stored attributedDescription on UnifiedConversationItem; derive plainTextDescription locally in init - Move displayTitle onto the model where it belongs - Share a static RelativeDateTimeFormatter instead of allocating one per call - Refresh the relative timestamp every 60s rather than every second - Flatten a redundant nested VStack in the row Co-Authored-By: Claude Opus 4.8 (1M context) <noreply@anthropic.com>
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What
Ports the Android unified "Get help" support flow (WordPress-Android#22946, #23011) to iOS: the two separate "Ask the Bots" and "Ask the Happiness Engineers" screens become a single combined conversations list, backed by the new
unifiedConversationsrs endpoint.Changes
Data layer
UnifiedConversationItemmodel — a combined bot + HE list entry withisBotbranching and server-status → badge mapping.UnifiedConversationDataProvider+loadUnifiedConversations();WpUnifiedConversationDataProvidercallsapi.unifiedConversations.getUnifiedConversationList()and mapsUnifiedConversationSummaryto the combined item. Mock + sample data included.UI
UnifiedConversationListView— one combined list (bot rows badged, HE rows show status), pull-to-refresh, empty/error states, and a + to start a new bot chat.ConversationViewor the ticket-styleSupportConversationView— reusing all existing detail/reply code unchanged.RootSupportViewnow shows a single Get help entry instead of two.text/html link attachments (#23011)
Attachment.isLinkfortext/html;AttachmentListViewrenders link/citation attachments as tappable, underlined links that open in the browser instead of file cards that download raw HTML (most visible after a bot conversation is escalated to a Happiness Engineer).Design note — reuse over rewrite
The combined list uses the new unified endpoint; detail and replies reuse the existing per-type screens and endpoints (
supportBots/supportTickets, still present), branched by type. This achieves the user-visible unification with minimal risk and no rewrite of the working bot/HE detail UIs.The legacy Zendesk flow remains gated behind
FeatureFlag.newSupport(shown when the flag is off) and is unchanged.Not yet done / follow-ups
replyToUnifiedConversation(withencryptedLogIds) for full endpoint parity, and surface bot citation links inside the bot chat (the reusedBotMessagemodel carries no attachments today — citations currently appear only via the HE attachment path post-escalation).ConversationListView,SupportConversationListView) — left in place for now to keep the diff small.jetpack-chat-mobilevs Android'sjetpack-workflow-chat_mobile_support).FeatureFlag.newSupportenabled.🤖 Generated with Claude Code