fix: waiting_since timestamp being set to null on a non-outgoing message.

- Set to null only after outgoing message is sent
- change imap log from debug to info

internal/conversation/conversation.go

@@ -197,6 +197,7 @@ type queries struct {
 	GetUserActiveConversationsCount    *sqlx.Stmt `query:"get-user-active-conversations-count"`
 	UpdateConversationFirstReplyAt     *sqlx.Stmt `query:"update-conversation-first-reply-at"`
 	UpdateConversationLastReplyAt      *sqlx.Stmt `query:"update-conversation-last-reply-at"`
+	UpdateConversationWaitingSince     *sqlx.Stmt `query:"update-conversation-waiting-since"`
 	UpdateConversationAssigneeLastSeen *sqlx.Stmt `query:"update-conversation-assignee-last-seen"`
 	UpdateConversationAssignedUser     *sqlx.Stmt `query:"update-conversation-assigned-user"`
 	UpdateConversationAssignedTeam     *sqlx.Stmt `query:"update-conversation-assigned-team"`
@@ -460,6 +461,25 @@ func (c *Manager) UpdateConversationLastReplyAt(conversationUUID string, convers
 	return nil
 }
 
+// UpdateConversationWaitingSince updates the waiting since timestamp for a conversation.
+func (c *Manager) UpdateConversationWaitingSince(conversationUUID string, at *time.Time) error {
+	res, err := c.q.UpdateConversationWaitingSince.Exec(conversationUUID, at)
+	if err != nil {
+		c.lo.Error("error updating conversation waiting since", "error", err)
+		return err
+	}
+
+	rows, _ := res.RowsAffected()
+	if rows > 0 {
+		if at != nil {
+			c.BroadcastConversationUpdate(conversationUUID, "waiting_since", at.Format(time.RFC3339))
+		} else {
+			c.BroadcastConversationUpdate(conversationUUID, "waiting_since", nil)
+		}
+	}
+	return nil
+}
+
 // UpdateConversationUserAssignee sets the assignee of a conversation to a specifc user.
 func (c *Manager) UpdateConversationUserAssignee(uuid string, assigneeID int, actor umodels.User) error {
 	if err := c.UpdateAssignee(uuid, assigneeID, models.AssigneeTypeUser); err != nil {

internal/conversation/message.go

@@ -203,6 +203,9 @@ func (m *Manager) sendOutgoingMessage(message models.Message) {
 		}
 		m.UpdateConversationLastReplyAt(message.ConversationUUID, message.ConversationID, now)
 
+		// Clear waiting since timestamp as agent has replied to the conversation.
+		m.UpdateConversationWaitingSince(message.ConversationUUID, nil)
+
 		// Mark latest SLA event for next response as met.
 		metAt, err := m.slaStore.SetLatestSLAEventMetAt(conversation.AppliedSLAID.Int, sla.MetricNextResponse)
 		if err != nil && !errors.Is(err, sla.ErrLatestSLAEventNotFound) {
@@ -617,6 +620,10 @@ func (m *Manager) processIncomingMessage(in models.IncomingMessage) error {
 		}
 	}
 
+	// Set waiting since timestamp, this gets cleared when agent replies to the conversation.
+	now := time.Now()
+	m.UpdateConversationWaitingSince(in.Message.ConversationUUID, &now)
+
 	// Trigger automations on incoming message event.
 	m.automation.EvaluateConversationUpdateRules(in.Message.ConversationUUID, amodels.EventConversationMessageIncoming)
 

internal/conversation/queries.sql

@@ -331,6 +331,54 @@ SET custom_attributes = $2,
     updated_at = NOW()
 WHERE uuid = $1;
 
+-- name: update-conversation-waiting-since
+UPDATE conversations
+SET waiting_since = $2,
+    updated_at = NOW()
+WHERE uuid = $1;
+
+-- name: remove-conversation-assignee
+UPDATE conversations
+SET 
+    assigned_user_id = CASE WHEN $2 = 'user' THEN NULL ELSE assigned_user_id END,
+    assigned_team_id = CASE WHEN $2 = 'team' THEN NULL ELSE assigned_team_id END,
+    updated_at = NOW()
+WHERE uuid = $1;
+
+-- name: re-open-conversation
+-- Open conversation if it is not already open and unset the assigned user if they are away and reassigning.
+UPDATE conversations
+SET 
+  status_id = (SELECT id FROM conversation_statuses WHERE name = 'Open'),
+  snoozed_until = NULL,
+  updated_at = NOW(),
+  assigned_user_id = CASE
+    WHEN EXISTS (
+      SELECT 1 FROM users 
+      WHERE users.id = conversations.assigned_user_id 
+        AND users.availability_status = 'away_and_reassigning'
+    ) THEN NULL
+    ELSE assigned_user_id
+  END
+WHERE 
+  uuid = $1
+  AND status_id IN (
+    SELECT id FROM conversation_statuses WHERE name NOT IN ('Open')
+  )
+
+-- name: get-conversation-by-message-id
+SELECT
+    c.id,
+    c.uuid,
+    c.assigned_team_id,
+    c.assigned_user_id
+FROM conversation_messages m
+JOIN conversations c ON m.conversation_id = c.id
+WHERE m.id = $1;
+
+-- name: delete-conversation
+DELETE FROM conversations WHERE uuid = $1;
+
 -- MESSAGE queries.
 -- name: get-message-source-ids
 SELECT 
@@ -449,15 +497,6 @@ inserted_msg AS (
        $5, $6, $7, $8, $9, $10, $11, $12
    )
    RETURNING id, uuid, created_at, conversation_id
-),
-updated_conversation AS (
-   UPDATE conversations 
-   SET waiting_since = CASE
-       WHEN $8 = 'contact' THEN NOW()
-       WHEN $8 = 'agent' THEN NULL
-       ELSE waiting_since
-   END
-   WHERE id = (SELECT id FROM conversation_id)
 )
 SELECT id, uuid, created_at FROM inserted_msg;
 
@@ -466,51 +505,9 @@ SELECT conversation_id
 FROM conversation_messages
 WHERE source_id = ANY($1::text []);
 
--- name: get-conversation-by-message-id
-SELECT
-    c.id,
-    c.uuid,
-    c.assigned_team_id,
-    c.assigned_user_id
-FROM conversation_messages m
-JOIN conversations c ON m.conversation_id = c.id
-WHERE m.id = $1;
-
 -- name: update-message-status
 update conversation_messages set status = $1, updated_at = NOW() where uuid = $2;
 
--- name: remove-conversation-assignee
-UPDATE conversations
-SET 
-    assigned_user_id = CASE WHEN $2 = 'user' THEN NULL ELSE assigned_user_id END,
-    assigned_team_id = CASE WHEN $2 = 'team' THEN NULL ELSE assigned_team_id END,
-    updated_at = NOW()
-WHERE uuid = $1;
-
--- name: re-open-conversation
--- Open conversation if it is not already open and unset the assigned user if they are away and reassigning.
-UPDATE conversations
-SET 
-  status_id = (SELECT id FROM conversation_statuses WHERE name = 'Open'),
-  snoozed_until = NULL,
-  updated_at = NOW(),
-  assigned_user_id = CASE
-    WHEN EXISTS (
-      SELECT 1 FROM users 
-      WHERE users.id = conversations.assigned_user_id 
-        AND users.availability_status = 'away_and_reassigning'
-    ) THEN NULL
-    ELSE assigned_user_id
-  END
-WHERE 
-  uuid = $1
-  AND status_id IN (
-    SELECT id FROM conversation_statuses WHERE name NOT IN ('Open')
-  )
-
--- name: delete-conversation
-DELETE FROM conversations WHERE uuid = $1;
-
 -- name: get-latest-message
 SELECT
     m.created_at,

internal/inbox/channel/email/imap.go

@@ -54,7 +54,7 @@ func (e *Email) ReadIncomingMessages(ctx context.Context, cfg IMAPConfig) error
 			if err := e.processMailbox(ctx, scanInboxSince, cfg); err != nil && err != context.Canceled {
 				e.lo.Error("error searching emails", "error", err)
 			}
-			e.lo.Debug("email search complete", "mailbox", cfg.Mailbox, "inbox_id", e.Identifier())
+			e.lo.Info("email search complete", "mailbox", cfg.Mailbox, "inbox_id", e.Identifier())
 		}
 	}
 }
@@ -98,7 +98,7 @@ func (e *Email) processMailbox(ctx context.Context, scanInboxSince time.Duration
 	// Scan emails since the specified duration.
 	since := time.Now().Add(-scanInboxSince)
 
-	e.lo.Debug("searching emails", "since", since, "mailbox", cfg.Mailbox, "inbox_id", e.Identifier())
+	e.lo.Info("searching emails", "since", since, "mailbox", cfg.Mailbox, "inbox_id", e.Identifier())
 
 	// Search for messages in the mailbox.
 	searchResults, err := e.searchMessages(client, since)