Merge pull request #2527 from techmatters/sinekhaya/sg/workflow-update

SG updates

hrm-form-definitions/form-definitions/sg/v1/profileForms/FlagDurations.json

@@ -1,12 +1,7 @@
 [
   {
     "flag": "blocked",
-    "label": "Short Term Block (24 Hours)",
-    "durationInHours": "24"
-  },
-  {
-    "flag": "blocked",
-    "label": "Long Term Block (1 Week)",
-    "durationInHours": "168"
+    "label": "Short Term Block (3 Hours)",
+    "durationInHours": "3"
   }
 ]

hrm-form-definitions/form-definitions/sg/v1/tabbedForms/CallerInformationTab.json

@@ -1,16 +1,7 @@
 [
   {
     "name": "firstName",
-    "label": "First Name",
-    "type": "input",
-    "required": {
-      "value": true,
-      "message": "RequiredFieldError"
-    }
-  },
-  {
-    "name": "lastName",
-    "label": "Last Name",
+    "label": "Name",
     "type": "input",
     "required": {
       "value": true,
@@ -89,11 +80,7 @@
   {
     "name": "emailAddress",
     "label": "Email Address",
-    "type": "input",
-    "required": {
-      "value": true,
-      "message": "RequiredFieldError"
-    }
+    "type": "input"
   },
   {
     "name": "gender",

plugin-hrm-form/src/translations/en-SG/messages.json

@@ -2,6 +2,6 @@
   "WelcomeMsg": "Hi, this is Tinkle Friend!",
   "GoodbyeMsg": "Tinkle Friend has left the chat. Thank you for reaching out. Please contact us again if you need more help.",
   "EndChatMsg": "This chat has ended. Thank you for reaching out.",
-  "ClosedOutOfShift": "Tinkle Friend chat is currently closed. Please reach out to us again any time during our operating hours Monday to Thursday 2.30pm to 7pm or Friday 2.30pm to 5.00pm (Please note that we are closed on Public Holidays)",
+  "ClosedOutOfShift": "Hello! Tinkle Friend is currently closed. We are available from Monday to Thursday from 2.30pm to 7pm, and Friday from 2.30pm to 5pm (closed on public holidays).\nDo check out our BUZZ magazine at https://www.tinklefriend.sg/buzz-magazine/ and come back again later to chat with us! Alternatively, you can email us at tinklefriend@childrensociety.org.sg and we will respond to you in 3 working days.\nHowever, if you are facing a crisis and thinking about suicide, you can WhatsApp our friends from Samaritans of Singapore (SOS) at 9151 1767.\nIf you are in immediate danger, please call the Police at 999.",
   "ClosedHolidays": "The helpline is closed due to a holiday."
 }

twilio-iac/helplines/sg/common.hcl

@@ -17,12 +17,16 @@ locals {
     custom_task_routing_filter_expression = "channelType =='voice' OR channelType =='web' OR isContactlessTask == true"
     workflows = {
       master : {
-        friendly_name : "Master Workflow"
-        templatefile : "/app/twilio-iac/helplines/sg/templates/workflows/master.tftpl"
+        friendly_name = "Master Workflow"
+        templatefile = "/app/twilio-iac/helplines/sg/templates/workflows/master.tftpl"
+      },
+      queue_transfers : {
+        friendly_name = "Queue Transfers Workflow"
+        templatefile = "/app/twilio-iac/helplines/templates/workflows/queue-transfers.tftpl"
       },
       survey : {
-        friendly_name : "Survey Workflow"
-        templatefile : "/app/twilio-iac/helplines/templates/workflows/lex.tftpl"
+        friendly_name = "Survey Workflow"
+        templatefile = "/app/twilio-iac/helplines/templates/workflows/lex.tftpl"
       }
     }
     task_queues = {

twilio-iac/helplines/sg/production.hcl

@@ -28,9 +28,9 @@ locals {
         contact_identity = ""
         templatefile     = "/app/twilio-iac/helplines/templates/studio-flows/messaging-no-chatbot-operating-hours-blocking.tftpl"
         channel_flow_vars = {
-          chat_greeting_message = "Hello! Tinkle Friend is engaged with other children at the moment. Please hold on for a while and we will attend to you as soon as we can."
+          chat_greeting_message = "Hello! Tinkle Friend is engaged with other children at the moment. Please hold on for a while and we will attend to you as soon as we can. Thank you for your patience!\nWhile waiting, you can check out our BUZZ magazine at https://www.tinklefriend.sg/buzz-magazine/. Alternatively, you can email us at tinklefriend@childrensociety.org.sg and we will respond to you in 3 working days.\nHowever, if you are facing a crisis and thinking about suicide, you can WhatsApp our friends from Samaritans of Singapore (SOS) at 9151 1767. If you are in immediate danger, please call the Police at 999."
           widget_from           = "Tinkle Friend"
-          chat_blocked_message  = "Hi, you've been blocked from accessing Tinkle Friend services and we are not able to read or receive further messages from you."
+          chat_blocked_message  = "Hello! Tinkle Friend is engaged with other children at the moment. Please hold on for a while and we will attend to you as soon as we can. Thank you for your patience!\nWhile waiting, you can check out our BUZZ magazine at https://www.tinklefriend.sg/buzz-magazine/. Alternatively, you can email us at tinklefriend@childrensociety.org.sg and we will respond to you in 3 working days.\nHowever, if you are facing a crisis and thinking about suicide, you can WhatsApp our friends from Samaritans of Singapore (SOS) at 9151 1767. If you are in immediate danger, please call the Police at 999."
         }
         chatbot_unique_names = []
       },
@@ -43,7 +43,7 @@ locals {
           voice_ivr_greeting_message = "Hello! Tinkle Friend is engaged with other children at the moment. Please hold on for a while and we will attend to you as soon as we can."
 
           welcome_message_url = "https://sg-services-4304.twil.io/welcome_Message.mp3"
-          busy_message_url    = "https://sg-services-4304.twil.io/waiting_music_sg.mp3"
+          busy_message_url    = "https://sg-services-4304.twil.io/waiting_music.mp3"
           closed_message_url  = "https://sg-services-4304.twil.io/closed_Message.mp3"
 
           widget_from           = "Tinkle Friend"

twilio-iac/helplines/sg/staging.hcl

@@ -25,9 +25,9 @@ locals {
         contact_identity = ""
         templatefile     = "/app/twilio-iac/helplines/templates/studio-flows/messaging-no-chatbot-operating-hours-blocking.tftpl"
         channel_flow_vars = {
-          chat_greeting_message = "Hello! Tinkle Friend is engaged with other children at the moment. Please hold on for a while and we will attend to you as soon as we can. While waiting, you can check out our BUZZ magazine at https://www.tinklefriend.sg/buzz-magazine/. Thank you for your patience!"
+          chat_greeting_message = "Hello! Tinkle Friend is engaged with other children at the moment. Please hold on for a while and we will attend to you as soon as we can. Thank you for your patience!\nWhile waiting, you can check out our BUZZ magazine at https://www.tinklefriend.sg/buzz-magazine/. Alternatively, you can email us at tinklefriend@childrensociety.org.sg and we will respond to you in 3 working days.\nHowever, if you are facing a crisis and thinking about suicide, you can WhatsApp our friends from Samaritans of Singapore (SOS) at 9151 1767. If you are in immediate danger, please call the Police at 999."
           widget_from           = "Tinkle Friend"
-          chat_blocked_message  = "Hi, you've been blocked from accessing Tinkle Friend services and we are not able to read or receive further messages from you."
+          chat_blocked_message  = "Hello! Tinkle Friend is engaged with other children at the moment. Please hold on for a while and we will attend to you as soon as we can. Thank you for your patience!\nWhile waiting, you can check out our BUZZ magazine at https://www.tinklefriend.sg/buzz-magazine/. Alternatively, you can email us at tinklefriend@childrensociety.org.sg and we will respond to you in 3 working days.\nHowever, if you are facing a crisis and thinking about suicide, you can WhatsApp our friends from Samaritans of Singapore (SOS) at 9151 1767. If you are in immediate danger, please call the Police at 999."
 
         }
         chatbot_unique_names = []
@@ -42,7 +42,7 @@ locals {
 
           welcome_message_url = "https://sg-services-1705.twil.io/welcome_Message.mp3"
           busy_message_url    = "https://sg-services-1705.twil.io/busy_Message.mp3"
-          closed_message_url  = "https://sg-services-1705.twil.io/closed_Message.mp3"
+          closed_message_url  = "https://sg-services-1705.twil.io/closed_Message.mp3" 
 
           widget_from           = "Tinkle Friend"
           voice_ivr_blocked_message  = "Hi, you've been blocked from accessing Tinkle Friend services and we are not able to read or receive further messages from you."

twilio-iac/helplines/sg/templates/studio-flows/voice-no-chatbot-operating-hours.tftpl

@@ -269,7 +269,7 @@ ${
             "y": 710
           },
           "loop": 1,
-          "say": channel_flow_vars["voice_ivr_blocked_message"],
+          "play": channel_flow_vars["busy_message_url"],
           "language": channel_flow_vars["voice_ivr_language"]
         }
       }

twilio-iac/helplines/sg/templates/workflows/master.tftpl

@@ -4,6 +4,16 @@
       {
         "filter_friendly_name": "${helpline}",
         "expression": "${task_routing_filter_expression}",
+        "targets": [
+          {
+            "expression": "((worker.waitingOfflineContact != true AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND worker.roles HAS \"supervisor\"",
+            "queue": "${task_queues.master}"
+          }
+        ]
+      },
+      {
+        "filter_friendly_name": "Volunteer Skills",
+        "expression": "${task_routing_filter_expression}",
         "targets": [
           {
             "expression": "(worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0 AND worker.routing.skills HAS \"Calls\") OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0 AND worker.routing.skills HAS \"Chat\")) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)",

twilio-iac/helplines/templates/studio-flows/messaging-no-chatbot-operating-hours-blocking.tftpl

@@ -180,7 +180,7 @@ ${
         },
         "service": "{{trigger.message.InstanceSid}}",
         "channel": "{{trigger.message.ChannelSid}}",
-        "from": "Linea Libre",
+        "from": channel_flow_vars["widget_from"],
         "to": "{{contact.channel.address}}",
         "body": "{{widgets.check_operating_hours.parsed.message}}"
       }