AlexPrestonSB

Fix: Historical agent messages mislabeled as "AI Assistant"

Issue: In the closed-ticket history view, messages from human agents were being mislabeled with the hardcoded string "AI Assistant". Root cause: the renderer used a UUID-shape heuristic on userSendbirdId to decide whether a message came from the AI bot. Sendbird Desk gives both AI bots and human agents UUID-style IDs (humans are prefixed with sendbird_desk_agent_id_), so any human agent matched the heuristic and got mislabeled. The label was also hardcoded — ignoring the bot's actual nickname in Sendbird.

Fix approach: Match how the Sendbird Desk dashboard renders names — just show the sender's nickname from the message payload, no special "AI" string. For the small blue AI badge next to bot messages, identify the bot via Sendbird Desk's userId prefix convention: human agents are prefixed with "sendbird_desk_agent_id_", the AI bot is not.

All changes are in src/components/MAChat.js, inside the closed-ticket message renderer

AlexPrestonSB

dependencies {

    implementation 'com.sendbird.sdk:sendbird-android-sdk:3.0.141'
    
     ...
     
}

AlexPrestonSB

//Sender Side
// To listen to an update from all the other channel members' client apps, implement the 'onReadReceiptUpdated()' with things to do when notified.
SendBird.addChannelHandler(UNIQUE_HANDLER_ID, new SendBird.ChannelHandler() {
    @Override
    public void onReadReceiptUpdated(GroupChannel groupChannel) {
        if (currentGroupChannel.getUrl().equals(groupChannel.getUrl())) {
            // For example, code for redrawing a channel view.
        }
    }
});

AlexPrestonSB

//Receiver Side
// Call the 'markAsRead()' when the current user views unread messages in a group channel.
groupChannel.markAsRead();
...

AlexPrestonSB

//Receiver Side
// Call the 'markAsRead()' when the current user views unread messages in a group channel.
groupChannel.markAsRead();
...

AlexPrestonSB

//Sender’s side
SendBird.addChannelHandler(UNIQUE_HANDLER_ID, new SendBird.ChannelHandler() {
    @Override
    public void onMessageReceived(BaseChannel baseChannel, BaseMessage baseMessage) {
    }

    @Override
    public void onDeliveryReceiptUpdated(GroupChannel channel) {
        ... 

AlexPrestonSB

//Receiver Side
public class FirebaseMessagingServiceEx extends FirebaseMessagingService {
    @Override
    public void onMessageReceived(RemoteMessage remoteMessage) {
        try {
            JSONObject sendBird = new JSONObject(remoteMessage.getData().get("sendbird"));
            JSONObject channel = (JSONObject) sendBird.get("channel");
            String channelUrl = (String) channel.get("channel_url");

            //Mark the Message as Delivered

AlexPrestonSB

SendBirdSyncManager.Options options = new SendBirdSyncManager.Options.Builder()
       .setMessageResendPolicy(SendBirdSyncManager.MessageResendPolicy.AUTOMATIC)
       .setAutomaticMessageResendRetryCount(5)
       .build();
SendBirdSyncManager.setup(context, userId, options, handler);

AlexPrestonSB

@Override
protected void onResume() {
    super.onResume();

    SendBird.addConnectionHandler(YOUR_CONNECTION_HANDLER_ID, new SendBird.ConnectionHandler() {
        @Override
        public void onReconnectStarted() {
            SendBirdSyncManager.getInstance().pauseSync();
        }

AlexPrestonSB

@Override
public void onFailedMessageEvent(MessageCollection collection, final List<BaseMessage> messages, final MessageEventAction action, final FailedMessageEventActionReason reason) {

   if (getActivity() == null) {
       return;
   }
}