Contacts

Definition

Contacts: A contact is the set of messages that are received by the organization before replying or resolving.

Handled Contacts: A handled contact is the contact that have been replied or resolved

Question that replies

Contacts: How much work did we have?

Handled Contacts: How much work did we handle?

Detailed scenarios

Contact

Scenario-Unique message
Given "Joe" sends a unique inbound message
When the message gets Instaply
And change the status to "waiting"
Then there should be 1contact more

Scenario-Several messages
Given "Joe" sends a 4inbound messages
When the first message gets Instaply
And change the status to "waiting"
And the rest of the messages gets Instaply
And the status maintain in "waiting"
Then there should be only 1contact more

Handled contact

Scenario-Replied
Given "Joe" sends an  inbound message
And the message gets Instaply
And changes the status to "waiting"
When "John" replies
And the status is set to "replied"
Then there should be +1 handled contact

Scenario-Resolved
Given "Joe" sends an  inbound message "THANKS"
And the message gets Instaply
And changes the status to "waiting"
When "John" sets the thread as a "resolved"
Then there should be +1 handled contact

Scenario-Resolved and Replied
Given "Joe" sends an inbound message
And the message gets Instaply
And changes the status to "waiting"
When "John" replies
And the status is set to "replied"
And John sets it as a "resolved"
Then there should be an unique +1 handled contact

Scenario-Several replies
Given "Joe" sends an inbound message
And the message gets Instaply
And changes the status to "waiting"
When "John" replies several messages
And the status is set to "replied"
And John sets it as a "resolved"
Then there should be an unique +1 handled contact