fix(reports): tratar resposta humana via WhatsApp como interação humana

Bug do BotReports descoberto pelo Rodrigo:
- A regra de "conversation_bot_resolved" só desqualificava conversas com
  outgoing.sender_type='User' (atendente respondendo pelo Chatwoot UI)
- Mas mensagem outgoing vinda do webhook WhatsApp com IsFromMe=true (atendente
  respondeu direto pelo celular do hotel) é gravada com sender=nil
- Resultado: a Jasmine ganhava crédito mesmo quando humano respondia fora
  do Chatwoot. Taxa de resolução pelo bot inflada.

Fix prospectivo:
- ReportingEventListener#create_bot_resolved_event agora desqualifica via
  human_outgoing_messages? (sender_type='User' OU sender_type IS NULL)
- Captain::Assistant (a Jasmine) usa sender_type='Captain::Assistant' e segue
  fora do filtro, como antes
- Spec novo cobrindo o caso WhatsApp echo

Retroativo:
- lib/tasks/rebuild_bot_resolved.rake — task idempotente que purga
  reporting_events de conversation_bot_resolved gerados sob a regra antiga.
- DRY-RUN por padrão, APPLY=true pra deletar, ACCOUNT_ID pra restringir,
  SNAPSHOT_PATH pra trilha de auditoria

Co-Authored-By: Claude Opus 4.7 (1M context) <noreply@anthropic.com>

app/listeners/reporting_event_listener.rb

@@ -133,11 +133,22 @@ class ReportingEventListener < BaseListener
 
   def create_bot_resolved_event(conversation, reporting_event)
     return unless conversation.inbox.active_bot?
-    # We don't want to create a bot_resolved event if there is user interaction on the conversation
-    return if conversation.messages.exists?(message_type: :outgoing, sender_type: 'User')
+    # We don't want to create a bot_resolved event if there is human interaction on the conversation.
+    # Human interaction = outgoing message either from a User (replied via Chatwoot UI) OR from a
+    # nil sender (replied directly via the connected WhatsApp app — webhook echo with IsFromMe=true,
+    # see app/services/whatsapp/incoming_message_wuzapi_service.rb#build_message).
+    # The bot itself uses sender_type 'Captain::Assistant' (or 'AgentBot'), so it stays excluded from this filter.
+    return if human_outgoing_messages?(conversation)
 
     bot_resolved_event = reporting_event.dup
     bot_resolved_event.name = 'conversation_bot_resolved'
     bot_resolved_event.save!
   end
+
+  def human_outgoing_messages?(conversation)
+    conversation.messages
+                .where(message_type: :outgoing)
+                .where('sender_type = ? OR sender_type IS NULL', 'User')
+                .any?
+  end
 end

lib/tasks/rebuild_bot_resolved.rake

@@ -0,0 +1,79 @@
+# Rebuild conversation_bot_resolved retroactively
+#
+# Removes 'conversation_bot_resolved' reporting events that were created with the
+# old (buggy) classification rule, where outgoing messages with sender_type=NULL
+# (= human replied directly via the connected WhatsApp app, not via Chatwoot UI)
+# were not considered as human interaction. The bot was incorrectly credited.
+#
+# What this task does:
+#   1. Finds all conversation_bot_resolved events whose conversations contain at
+#      least one outgoing message with sender_id IS NULL (= replied externally).
+#   2. (Optional) Saves the count + ids to a snapshot file before deleting.
+#   3. Deletes those events. The classification will be re-evaluated correctly
+#      for any *future* resolution because the listener was fixed.
+#
+# Idempotent: re-running on a clean dataset is a no-op.
+#
+# Usage:
+#   # Dry-run (default) — counts only, no delete
+#   bundle exec rake reports:rebuild_bot_resolved
+#
+#   # Actually delete
+#   APPLY=true bundle exec rake reports:rebuild_bot_resolved
+#
+#   # Restrict to a specific account (recommended on multi-tenant prod)
+#   APPLY=true ACCOUNT_ID=1 bundle exec rake reports:rebuild_bot_resolved
+#
+#   # Snapshot ids to a file before deleting (audit trail)
+#   APPLY=true SNAPSHOT_PATH=/tmp/bot_resolved_purge.csv bundle exec rake reports:rebuild_bot_resolved
+
+namespace :reports do
+  desc 'Remove buggy conversation_bot_resolved events created before the sender-NIL fix'
+  task rebuild_bot_resolved: :environment do
+    apply = ENV['APPLY'].to_s.casecmp('true').zero?
+    account_id = ENV['ACCOUNT_ID'].presence&.to_i
+    snapshot_path = ENV['SNAPSHOT_PATH'].presence
+
+    base_scope = ReportingEvent.where(name: 'conversation_bot_resolved')
+    base_scope = base_scope.where(account_id: account_id) if account_id
+
+    affected_conversation_ids = Message
+                                .where(message_type: :outgoing, sender_id: nil)
+                                .distinct
+                                .pluck(:conversation_id)
+
+    bad_events = base_scope.where(conversation_id: affected_conversation_ids)
+
+    total_events = base_scope.count
+    purge_count = bad_events.count
+
+    puts '=== Rebuild conversation_bot_resolved ==='
+    puts "Account filter: #{account_id || 'ALL'}"
+    puts "Total bot_resolved events in scope: #{total_events}"
+    puts "Events to purge (had outgoing with sender_id NULL): #{purge_count}"
+    puts "Mode: #{apply ? 'APPLY (will delete)' : 'DRY-RUN (no changes)'}"
+
+    if purge_count.zero?
+      puts 'Nothing to do — already clean.'
+      next
+    end
+
+    if snapshot_path
+      File.open(snapshot_path, 'w') do |f|
+        f.puts 'reporting_event_id,conversation_id,account_id,inbox_id,created_at'
+        bad_events.find_each(batch_size: 500) do |re|
+          f.puts [re.id, re.conversation_id, re.account_id, re.inbox_id, re.created_at.iso8601].join(',')
+        end
+      end
+      puts "Snapshot written to #{snapshot_path}"
+    end
+
+    unless apply
+      puts 'DRY-RUN finished. Re-run with APPLY=true to delete.'
+      next
+    end
+
+    deleted = bad_events.delete_all
+    puts "Deleted #{deleted} reporting_events. Bot resolution metrics will reflect the new count immediately."
+  end
+end

spec/listeners/reporting_event_listener_spec.rb

@@ -62,6 +62,14 @@ describe ReportingEventListener do
         listener.conversation_resolved(event)
         expect(account.reporting_events.where(name: 'conversation_bot_resolved').count).to be 0
       end
+
+      it 'does not create a conversation_bot_resolved event if a human replied directly via the connected WhatsApp app' do
+        # outgoing message with sender_type=NULL = WhatsApp echo (IsFromMe=true) — human replied outside Chatwoot UI
+        create(:message, :bot_message, account: account, inbox: agent_bot_inbox, conversation: bot_resolved_conversation)
+        event = Events::Base.new('conversation.resolved', Time.zone.now, conversation: bot_resolved_conversation)
+        listener.conversation_resolved(event)
+        expect(account.reporting_events.where(name: 'conversation_bot_resolved').count).to be 0
+      end
     end
   end