Improve unified support conversation flow

WordPress/src/main/java/org/wordpress/android/support/common/ui/ConversationsSupportViewModel.kt

@@ -132,6 +132,53 @@ abstract class ConversationsSupportViewModel<ConversationType: Conversation>(
         }
     }
 
+    // Guards against overlapping silent refreshes (e.g. the minute timer and onStart firing close
+    // together) whose out-of-order responses could show an older list. Confined to the main thread
+    // (viewModelScope runs on Main), so no synchronization is needed.
+    private var isSilentRefreshInFlight = false
+
+    /**
+     * Reloads the conversation list from the server without showing the pull-to-refresh spinner or a
+     * blocking loader. Used by the list screen's periodic auto-refresh and its refresh-on-resume so
+     * new or updated conversations appear while the screen stays open. Leaves the current list and
+     * error state untouched on failure (a background refresh should not surface an error).
+     */
+    @Suppress("TooGenericExceptionCaught")
+    fun refreshConversationsSilently() {
+        // Skip while a visible load or pull-to-refresh owns the state (so we neither cut its spinner
+        // short nor overwrite its newer result), and coalesce overlapping silent refreshes.
+        val state = _conversationsState.value
+        if (isSilentRefreshInFlight ||
+            state == ConversationsState.Loading ||
+            state == ConversationsState.Refreshing
+        ) {
+            return
+        }
+        isSilentRefreshInFlight = true
+        viewModelScope.launch {
+            try {
+                if (!networkUtilsWrapper.isNetworkAvailable()) return@launch
+                val conversations = getConversations()
+                // A visible load/refresh may have started while we were fetching; don't stomp it.
+                val currentState = _conversationsState.value
+                if (conversations != null &&
+                    currentState != ConversationsState.Loading &&
+                    currentState != ConversationsState.Refreshing
+                ) {
+                    _conversations.value = conversations
+                    _conversationsState.value = ConversationsState.Loaded
+                }
+            } catch (throwable: Throwable) {
+                appLogWrapper.e(
+                    AppLog.T.SUPPORT, "Error silently refreshing support conversations: " +
+                            "${throwable.message} - ${throwable.stackTraceToString()}"
+                )
+            } finally {
+                isSilentRefreshInFlight = false
+            }
+        }
+    }
+
     fun clearError() {
         _errorMessage.value = null
     }

WordPress/src/main/java/org/wordpress/android/support/unified/model/ConversationStatus.kt

@@ -1,18 +1,16 @@
 package org.wordpress.android.support.unified.model
 
 enum class ConversationStatus {
-    WAITING_FOR_SUPPORT,
-    WAITING_FOR_USER,
+    ONGOING,
     CLOSED,
     SOLVED,
     UNKNOWN;
 
     companion object {
         fun fromStatus(status: String): ConversationStatus {
             return when (status.lowercase()) {
-                "open", "new", "hold" -> WAITING_FOR_SUPPORT
+                "open", "new", "hold", "pending" -> ONGOING
                 "closed" -> CLOSED
-                "pending" -> WAITING_FOR_USER
                 "solved" -> SOLVED
                 else -> UNKNOWN
             }

WordPress/src/main/java/org/wordpress/android/support/unified/ui/ConversationStatusBadge.kt

@@ -19,16 +19,11 @@ fun ConversationStatusBadge(
 ) {
     val conversationStatus = ConversationStatus.fromStatus(status)
     val (statusText, backgroundColor, textColor) = when (conversationStatus) {
-        ConversationStatus.WAITING_FOR_SUPPORT -> Triple(
-            stringResource(R.string.he_support_status_waiting_for_support),
+        ConversationStatus.ONGOING -> Triple(
+            stringResource(R.string.he_support_status_ongoing),
             MaterialTheme.colorScheme.primaryContainer,
             MaterialTheme.colorScheme.onPrimaryContainer
         )
-        ConversationStatus.WAITING_FOR_USER -> Triple(
-            stringResource(R.string.he_support_status_waiting_for_user),
-            MaterialTheme.colorScheme.secondaryContainer,
-            MaterialTheme.colorScheme.onSecondaryContainer
-        )
         ConversationStatus.SOLVED -> Triple(
             stringResource(R.string.he_support_status_solved),
             MaterialTheme.colorScheme.primary,

WordPress/src/main/java/org/wordpress/android/support/unified/ui/UnifiedConversationDetailScreen.kt

@@ -82,6 +82,10 @@ import kotlinx.coroutines.launch
 import androidx.compose.material3.Card
 import androidx.compose.material3.CardDefaults
 import androidx.compose.ui.text.style.TextAlign
+import androidx.annotation.StringRes
+import androidx.lifecycle.Lifecycle
+import androidx.lifecycle.compose.LocalLifecycleOwner
+import androidx.lifecycle.repeatOnLifecycle
 import org.wordpress.android.R
 import org.wordpress.android.util.WPUrlUtils
 import org.wordpress.android.support.unified.util.formatRelativeTime
@@ -114,6 +118,7 @@ fun UnifiedConversationDetailScreen(
     onReplyMessageChange: (String) -> Unit,
     onReplyIncludeAppLogsChange: (Boolean) -> Unit,
     onReplyBottomSheetVisibilityChange: (Boolean) -> Unit,
+    onAutoRefresh: () -> Unit,
     attachmentActionsListener: AttachmentActionsListener,
 ) {
     var previewAttachment by remember { mutableStateOf<UnifiedAttachment?>(null) }
@@ -123,6 +128,24 @@ fun UnifiedConversationDetailScreen(
     val resources = LocalResources.current
     val isBot = conversation.isBot
     val isBotTyping = isBot && isSendingReply
+    val ctaLabelRes = replyCtaLabelRes(conversation)
+    val lifecycleOwner = LocalLifecycleOwner.current
+
+    // Auto-refresh the open conversation every minute so replies from support appear without the
+    // user leaving the screen. Bots update locally, so we only poll HE conversations. The poll is
+    // scoped to STARTED via repeatOnLifecycle so it pauses while the app is backgrounded (onStart
+    // already refreshes on return). Keying on the conversation id restarts the timer when a
+    // different conversation is opened.
+    if (!isBot) {
+        LaunchedEffect(conversation.id, lifecycleOwner) {
+            lifecycleOwner.lifecycle.repeatOnLifecycle(Lifecycle.State.STARTED) {
+                while (true) {
+                    kotlinx.coroutines.delay(CONVERSATION_AUTO_REFRESH_INTERVAL_MS)
+                    onAutoRefresh()
+                }
+            }
+        }
+    }
 
     // Keep the conversation pinned to its last item whenever a message is added or the bot's typing
     // indicator appears/disappears. We scroll in reaction to layoutInfo.totalItemsCount rather than
@@ -164,6 +187,8 @@ fun UnifiedConversationDetailScreen(
             ConversationBottomBar(
                 isBot = isBot,
                 canAcceptReply = conversation.canAcceptReply,
+                replyLabelRes = ctaLabelRes,
+                isLoading = isLoading,
                 // The chat input is backed by the shared reply form state so the typed text is
                 // retained on send failure (the VM clears it only on success) and survives
                 // configuration changes via the ViewModel.
@@ -259,6 +284,7 @@ fun UnifiedConversationDetailScreen(
         }
         UnifiedReplyBottomSheet(
             sheetState = sheetState,
+            titleRes = ctaLabelRes,
             isSending = isSendingReply,
             messageText = replyFormState.message,
             includeAppLogs = replyFormState.includeAppLogs,
@@ -291,6 +317,8 @@ fun UnifiedConversationDetailScreen(
 private fun ConversationBottomBar(
     isBot: Boolean,
     canAcceptReply: Boolean,
+    @StringRes replyLabelRes: Int,
+    isLoading: Boolean,
     messageText: String,
     canSendMessage: Boolean,
     onMessageTextChange: (String) -> Unit,
@@ -316,6 +344,8 @@ private fun ConversationBottomBar(
         canAcceptReply -> {
             Box(modifier = Modifier.navigationBarsPadding()) {
                 ReplyButton(
+                    labelRes = replyLabelRes,
+                    isLoading = isLoading,
                     enabled = replyEnabled,
                     onClick = onReplyClick
                 )
@@ -532,6 +562,7 @@ private fun ChatInputBar(
 @Composable
 private fun UnifiedReplyBottomSheet(
     sheetState: SheetState,
+    @StringRes titleRes: Int,
     isSending: Boolean,
     messageText: String,
     includeAppLogs: Boolean,
@@ -572,7 +603,7 @@ private fun UnifiedReplyBottomSheet(
                 }
 
                 Text(
-                    text = stringResource(R.string.he_support_reply_button),
+                    text = stringResource(titleRes),
                     style = MaterialTheme.typography.titleLarge,
                     fontWeight = FontWeight.Bold,
                     modifier = Modifier.semantics { heading() }
@@ -611,34 +642,50 @@ private fun UnifiedReplyBottomSheet(
 
 @Composable
 private fun ReplyButton(
+    @StringRes labelRes: Int,
+    isLoading: Boolean,
     enabled: Boolean = true,
     onClick: () -> Unit
 ) {
-    val replyButtonLabel = stringResource(R.string.he_support_reply_button)
+    val replyButtonLabel = stringResource(labelRes)
     Box(
         modifier = Modifier
             .fillMaxWidth()
             .padding(16.dp)
     ) {
         Button(
             onClick = onClick,
-            enabled = enabled,
+            enabled = enabled && !isLoading,
             modifier = Modifier
                 .fillMaxWidth()
                 .height(56.dp)
-                .semantics { contentDescription = replyButtonLabel },
+                // Only expose the label once the conversation has loaded, so neither TalkBack nor
+                // the button flashes a transient/incorrect action while it's still being resolved.
+                .semantics { if (!isLoading) contentDescription = replyButtonLabel },
             shape = RoundedCornerShape(28.dp)
         ) {
-            Icon(
-                imageVector = Icons.AutoMirrored.Filled.Reply,
-                contentDescription = null,
-                modifier = Modifier.size(20.dp)
-            )
-            Spacer(modifier = Modifier.size(8.dp))
-            Text(
-                text = replyButtonLabel,
-                style = MaterialTheme.typography.titleMedium
-            )
+            if (isLoading) {
+                // The button is disabled while loading, so its container is greyed
+                // (onSurface @ 12%). Tint the spinner with the Material 3 disabled content
+                // color (onSurface @ 38%) so it stays visible in both light and dark themes,
+                // matching the greyed-out label the button shows when disabled.
+                CircularProgressIndicator(
+                    modifier = Modifier.size(24.dp),
+                    strokeWidth = 2.dp,
+                    color = MaterialTheme.colorScheme.onSurface.copy(alpha = 0.38f)
+                )
+            } else {
+                Icon(
+                    imageVector = Icons.AutoMirrored.Filled.Reply,
+                    contentDescription = null,
+                    modifier = Modifier.size(20.dp)
+                )
+                Spacer(modifier = Modifier.size(8.dp))
+                Text(
+                    text = replyButtonLabel,
+                    style = MaterialTheme.typography.titleMedium
+                )
+            }
         }
     }
 }
@@ -692,13 +739,13 @@ private fun TypingIndicatorBubble() {
                         bottomEnd = 16.dp
                     )
                 )
-                .padding(16.dp)
+                .padding(horizontal = 12.dp, vertical = 10.dp)
                 .semantics {
                     contentDescription = typingDescription
                 }
         ) {
             Row(
-                horizontalArrangement = Arrangement.spacedBy(4.dp),
+                horizontalArrangement = Arrangement.spacedBy(3.dp),
                 verticalAlignment = Alignment.CenterVertically
             ) {
                 TypingDot(delay = 0)
@@ -730,7 +777,7 @@ private fun TypingDot(delay: Int) {
                 color = MaterialTheme.colorScheme.onSurfaceVariant.copy(alpha = alpha),
                 shape = RoundedCornerShape(50)
             )
-            .padding(4.dp)
+            .size(6.dp)
     )
 }
 
@@ -1058,7 +1105,28 @@ private fun WelcomeHeader(userName: String) {
     }
 }
 
+/**
+ * Chooses the CTA label for an HE conversation:
+ *  - "Reply" when the last message is from support (not the user and not the bot) — it's the user's
+ *    turn to answer.
+ *  - "Add more info" when the last message is the user's own, or the bot's (a freshly created
+ *    ticket still shows the bot's opening message), i.e. the user is adding to an existing thread.
+ */
+@StringRes
+private fun replyCtaLabelRes(conversation: UnifiedConversation): Int {
+    val lastMessage = conversation.messages.lastOrNull()
+    val isSupportAwaitingReply = lastMessage != null &&
+            lastMessage.authorRole != UnifiedMessage.AUTHOR_ROLE_USER &&
+            lastMessage.authorRole != UnifiedMessage.AUTHOR_ROLE_BOT
+    return if (isSupportAwaitingReply) {
+        R.string.he_support_reply_button
+    } else {
+        R.string.he_support_add_more_info_button
+    }
+}
+
 private const val PERCENT_MULTIPLIER = 100
 private const val TYPING_DOT_DELAY_STEP = 150
 private const val TYPING_DOT_PULSE_MS = 600L
 private const val TYPING_DOT_MIN_ALPHA = 0.3f
+private const val CONVERSATION_AUTO_REFRESH_INTERVAL_MS = 60_000L