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Unified support: retire the Ask the HE entry and accept any file type in a reply #26109

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Unified support: retire the Ask the HE entry and accept any file type in a reply #26109

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84245e4
Unified support: remove the Ask the Happiness Engineers entry
adalpari Oct 1, 2026
c67d482
Unified support: attach documents and other files to a reply
adalpari Oct 1, 2026
b65335b
Unified support: keep a picked image the re-encoding would only make …
adalpari Oct 1, 2026
1834a68
Unified support: offer the community forums where Get help isn't
adalpari Oct 1, 2026
72d8b12
Merge branch 'trunk' into adalpari/unified-support-reply-attachments
adalpari Oct 1, 2026
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23 changes: 0 additions & 23 deletions Modules/Sources/Support/Extensions/Foundation.swift
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Original file line number Diff line number Diff line change
Expand Up @@ -29,29 +29,6 @@ extension String {
}
}

extension AttributedString {
func toHtml() -> String {
NSAttributedString(self).toHtml()
}
}

extension NSAttributedString {
func toHtml() -> String {
let documentAttributes = [
NSAttributedString.DocumentAttributeKey.documentType: NSAttributedString.DocumentType.html
]

guard
let htmlData = try? self.data(from: NSMakeRange(0, self.length), documentAttributes: documentAttributes),
let htmlString = String(data: htmlData, encoding: .utf8)
else {
return self.string
}

return htmlString
}
}

func convertMarkdownHeadingsToBold(in markdown: String) -> String {
let lines = markdown.components(separatedBy: .newlines)
var convertedLines: [String] = []
Expand Down
224 changes: 0 additions & 224 deletions Modules/Sources/Support/InternalDataProvider.swift
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Expand Up @@ -10,7 +10,6 @@ extension SupportDataProvider {
applicationLogProvider: InternalLogDataProvider(),
botConversationDataProvider: InternalBotConversationDataProvider(),
userDataProvider: InternalUserDataProvider(),
supportConversationDataProvider: InternalSupportConversationDataProvider(),
diagnosticsDataProvider: InternalDiagnosticsDataProvider(),
mediaHost: InternalMediaHost()
)
Expand Down Expand Up @@ -107,156 +106,6 @@ extension SupportDataProvider {
)
])
}

static let supportConversationSummaries: [ConversationSummary] = [
ConversationSummary(
id: 1,
title: "Login Issues with Two-Factor Authentication",
description: "I'm having trouble logging into my account. The two-factor authentication code isn't working properly and I keep getting locked out.",
status: .waitingForSupport,
lastMessageSentAt: Date().addingTimeInterval(-300) // 5 minutes ago
),
ConversationSummary(
id: 2,
title: "Billing Question - Duplicate Charges",
description: "I noticed duplicate charges on my credit card statement for this month's subscription. Can you help me understand what happened?",
status: .waitingForUser,
lastMessageSentAt: Date().addingTimeInterval(-3600) // 1 hour ago
),
ConversationSummary(
id: 3,
title: "Feature Request: Dark Mode Support",
description: "Would it be possible to add dark mode support to the mobile app? Many users in our team have been requesting this feature.",
status: .resolved,
lastMessageSentAt: Date().addingTimeInterval(-86400) // 1 day ago
),
ConversationSummary(
id: 4,
title: "Data Export Not Working",
description: "I'm trying to export my data but the process keeps failing at 50%. Is there a known issue with large datasets?",
status: .resolved,
lastMessageSentAt: Date().addingTimeInterval(-172800) // 2 days ago
),
ConversationSummary(
id: 5,
title: "Account Migration Assistance",
description: "I need help migrating my old account to the new system. I have several years of data that I don't want to lose.",
status: .resolved,
lastMessageSentAt: Date().addingTimeInterval(-259200) // 3 days ago
),
ConversationSummary(
id: 6,
title: "API Rate Limiting Questions",
description: "Our application is hitting rate limits frequently. Can we discuss increasing our API quota or optimizing our usage patterns?",
status: .closed,
lastMessageSentAt: Date().addingTimeInterval(-604800) // 1 week ago
),
ConversationSummary(
id: 7,
title: "Security Concern - Suspicious Activity",
description: "I received an email about suspicious activity on my account. I want to make sure my account is secure and review recent access logs.",
status: .closed,
lastMessageSentAt: Date().addingTimeInterval(-1209600) // 2 weeks ago
),
ConversationSummary(
id: 8,
title: "Integration Help with Webhook Setup",
description: "I'm having trouble setting up webhooks for our CRM integration. The endpoints aren't receiving the expected payload format.",
status: .closed,
lastMessageSentAt: Date().addingTimeInterval(-1814400) // 3 weeks ago
)
]

static let supportConversation = Conversation(
id: 1,
title: "Issue with app crashes",
description: "The app keeps crashing when I try to upload photos. This has been happening for the past week and is very frustrating.",
lastMessageSentAt: Date().addingTimeInterval(-2400),
status: .closed,
messages: [
Message(
id: 1,
content: "Hello! I'm having trouble with the app crashing when I try to upload photos. Can you help?",
createdAt: Date().addingTimeInterval(-3600),
authorName: "Test User",
authorIsUser: true,
attachments: []
),
Message(
id: 2,
content: "Hi there! I'm sorry to hear you're experiencing crashes. Let me help you troubleshoot this issue. Can you tell me what device you're using and what version of the app?",
createdAt: Date().addingTimeInterval(-3000),
authorName: "Support Engineer Alice",
authorIsUser: false,
attachments: []
),
Message(
id: 3,
content: "I'm using an iPhone 14 Pro with iOS 17.1 and the latest version of the app from the App Store. The crashes seem to happen right after I tap the Upload button and pick a photo from my library.",
createdAt: Date().addingTimeInterval(-2400),
authorName: "Test User",
authorIsUser: true,
attachments: []
)
,
Message(
id: 4,
content: "Understood. Do you notice this with any photo, or only certain ones (for example, very large HEIF images or Live Photos)?",
createdAt: Date().addingTimeInterval(-1950),
authorName: "Support Engineer Alice",
authorIsUser: false,
attachments: []
),
Message(
id: 5,
content: "It happens mostly with Live Photos. Regular photos sometimes work.",
createdAt: Date().addingTimeInterval(-1800),
authorName: "Test User",
authorIsUser: true,
attachments: [
Attachment(
id: 1234,
filename: "sample-1234.jpg",
contentType: "application/jpeg",
fileSize: 1234,
url: URL(string: "https://picsum.photos/seed/1/800/600")!
)
]
),
Message(
id: 6,
content: "Thanks, that helps. We recently fixed an issue with Live Photo processing. Could you try disabling Live Photo upload in Settings > Upload Options and try again?",
createdAt: Date().addingTimeInterval(-1650),
authorName: "Support Engineer Alice",
authorIsUser: false,
attachments: []
),
Message(
id: 7,
content: "I disabled Live Photo upload and the app no longer crashes. Upload works now!",
createdAt: Date().addingTimeInterval(-1500),
authorName: "Test User",
authorIsUser: true,
attachments: []
),
Message(
id: 8,
content: "Great to hear! We'll include the fix in the next update so Live Photos work without disabling. In the meantime, you can keep that setting off. Anything else I can help with?",
createdAt: Date().addingTimeInterval(-1350),
authorName: "Support Engineer Alice",
authorIsUser: false,
attachments: []
),
Message(
id: 9,
content: "No, that's all. Thanks for the quick help!",
createdAt: Date().addingTimeInterval(-1200),
authorName: "Test User",
authorIsUser: true,
attachments: []
)
]
)
}

actor InternalLogDataProvider: ApplicationLogDataProvider {
Expand Down Expand Up @@ -347,79 +196,6 @@ actor InternalUserDataProvider: CurrentUserDataProvider {
}
}

actor InternalSupportConversationDataProvider: SupportConversationDataProvider {
let maximumUploadSize: UInt64 = 5_000_000 // 5MB

private var conversations: [UInt64: Conversation] = [:]

nonisolated func loadSupportConversations() throws -> any CachedAndFetchedResult<[ConversationSummary]> {
UncachedResult {
return await SupportDataProvider.supportConversationSummaries
}
}

nonisolated func loadSupportConversation(id: UInt64) throws -> any CachedAndFetchedResult<Conversation> {
UncachedResult {
let conversation = await SupportDataProvider.supportConversation
await self.cache(conversation)
return conversation
}
}

func replyToSupportConversation(
id: UInt64,
message: String,
user: SupportUser,
attachments: [URL]
) async throws -> Conversation {

let conversation = try await loadSupportConversation(id: id).fetchedResult()

if Bool.random() {
throw CocoaError(.validationInvalidDate)
}

let newMessage = Message(
id: UInt64.random(in: 0...UInt64.max),
content: message,
createdAt: Date(),
authorName: user.username,
authorIsUser: true,
attachments: [] // TODO
)

try await Task.sleep(for: .seconds(3))
return conversation.addingMessage(newMessage)
}

func createSupportConversation(
subject: String,
message: String,
user: SupportUser,
attachments: [URL]
) async throws -> Conversation {
return Conversation(
id: 9999,
title: subject,
description: message,
lastMessageSentAt: Date(),
status: .waitingForSupport,
messages: [Message(
id: 1234,
content: message,
createdAt: Date(),
authorName: user.username,
authorIsUser: true,
attachments: []
)]
)
}

private func cache(_ value: Conversation) {
self.conversations[value.id] = value
}
}

actor InternalDiagnosticsDataProvider: DiagnosticsDataProvider {

private var didClear: Bool = false
Expand Down
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