[$250] Allow support agents to unsubscribe on a user’s behalf via NewDot Supportal

[m-natarajan]

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Version Number:
Reproducible in staging?: needs reproduction
Reproducible in production?: needs reproduction
If this was caught during regression testing, add the test name, ID and link from TestRail:
Email or phone of affected tester (no customers):
Logs: https://stackoverflow.com/c/expensify/questions/4856
Expensify/Expensify Issue URL:
Issue reported by: @maddylewis
Slack conversation: https://expensify.slack.com/archives/C049HHMV9SM/p1729018431544889

Action Performed:

1. Support log into NewDot customer account
2. Head to Account Settings > Preference > App preferences
3. Attempt to disable the "receive relevant feature updates and expensify news" setting

Expected Result:
Actual Result: i cannot d

Expected Result:

Should be able to disable "receive relevant feature updates and expensify news" while support logged into a NewDot account

Actual Result:

Unable to disable "receive relevant feature updates and expensify news"

Workaround:

unknown

Platforms:

Which of our officially supported platforms is this issue occurring on?

• Android: Native
• Android: mWeb Chrome
• iOS: Native
• iOS: mWeb Safari
• MacOS: Chrome / Safari
• MacOS: Desktop

Screenshots/Videos

2024-10-14_09-25-42.mp4

Add any screenshot/video evidence

View all open jobs on GitHub

Upwork Automation - Do Not Edit

• Upwork Job URL: https://www.upwork.com/jobs/~021847125281120053453
• Upwork Job ID: 1847125281120053453
• Last Price Increase: 2024-10-18

Issue Owner

Current Issue Owner: @allgandalf

[melvin-bot]

Triggered auto assignment to @alexpensify (Bug), see https://stackoverflow.com/c/expensify/questions/14418 for more details. Please add this bug to a GH project, as outlined in the SO.

[MelvinBot]

This has been labelled "Needs Reproduction". Follow the steps here: https://stackoverflowteams.com/c/expensify/questions/16989

[maddylewis]

@alexpensify - this is super easy to repro! just follow the steps outlined above to confirm you don't have the option to disable that setting while support logged in 👍

[alexpensify]

Yep, I can replicate this experience.

[melvin-bot]

Job added to Upwork: https://www.upwork.com/jobs/~021847125281120053453

[melvin-bot]

Triggered auto assignment to Contributor-plus team member for initial proposal review - @allgandalf (External)

[alexpensify]

@allgandalf—We need proposals here, but I've marked this as external to start the process for this issue.

Heads up, I will be offline until Tuesday, October 22, 2024, and will not actively watch over this GitHub during that period.

If this GitHub requires an urgent update, please ask for help in the #expensify-open-source Slack Room. If the inquiry can wait, I'll review it when I return online.

[shahinyan11]

@m-natarajan Hi there. Could you please explain what means Support log. Please provide more details so that it is understandable to external contributors. Thanks

[allgandalf]

@alexpensify @maddylewis , Can you make a video of this bug with networks tab open? If you see a call to UpdateNewsletterSubscription then please open networks tab and go to payload and response to get better understanding:

You can follow steps in the video below:

Screen.Recording.2024-10-18.at.1.05.06.PM.mov

[narefyev91]

Hi, I'm Nicolay from Callstack - expert contributor group - and I would like to work on this issue.

[allgandalf]

cool! @narefyev91 can you start working, someone can assign you this soon :))

[allgandalf]

@narefyev91 did you find out the RCA here ?

[narefyev91]

@narefyev91 did you find out the RCA here ?

on it - but closely to add my research

[narefyev91]

My findings so far:
First of all i was not able to reproduce the issue on latest main:

Screen.Recording.2024-10-22.at.13.55.50.mov

But seems like i have some ideas why issue maybe happened in some rare case.
First of all - i see some differences in "Screenshots/Videos" section and what i can see on dev:
DEV:

Videon in issue:

In description in the issue it says that user should login as "Copilot" - but if that happened - user will see dropdown near the name (see images above).
I tried different ways (using a new Copilot account and existing - but without any lack to detect the bug:
A new account:

8mb.video-hF1-Da4kNFwJ.mp4

And existing one:

Screen.Recording.2024-10-22.at.14.05.35.mov

Also i tried with not verified account:

Screen.Recording.2024-10-22.at.13.58.24.mov

Which mean that now in current time FE and API is working fine.
But one more thing - i realised during investigating code:

This switch is used to enable/disable "Receive relevant feature updates and Expensify news". We can see that we have a fallback "isOn={user?.isSubscribedToNewsletter ?? true}" .
isSubscribedToNewsletter is coming from API. If the issue happened before - i can say 99% that API returns isSubscribedToNewsletter = null for some reason.
Which means that user try to toggle off -> API request sent -> in response get isSubscribedToNewsletter = null -> default value true is set to Toggle - example:

Screen.Recording.2024-10-22.at.14.19.38.mov

I see that fallback value was added just because isOn could not be undefined (that was done during re-writing Switch component to TS).
Anywhere - it's not correct - we should only on Onyx/API data and not set true where it should not be.

My suggestion here - to remove that fallback and add optional isOn to TS type for Switch
/** Whether the switch is toggled to the on position */ isOn?: boolean;

let me know your thoughts @allgandalf

[allgandalf]

@narefyev91 i guess you mistook supportal for co-pilot 😅 , the issue is for supportal account logged in into customer account and not co-pilot, do let me know if you are still confused with this

[narefyev91]

@narefyev91 i guess you mistook supportal for co-pilot 😅 , the issue is for supportal account logged in into customer account and not co-pilot, do let me know if you are still confused with this

Well and how does support account is set to login to customer account?

[allgandalf]

Well and how does support account is set to login to customer account?

@maddylewis can you please help in here, I think it's from a different platform, hence i asked for network tag video in this comment, i will bump her on slack and C.c you @n

[narefyev91]

In any case we have 2 possible issues here:

1. API return isSubscribedToNewsletter = null
2. not correct fallback true is set

[allgandalf]

I feel 2. is the issue here, if the API return null then we would have seen it on the UI, I guess we have failureData there as well.

Lets explore option 2 for now

[narefyev91]

I feel 2. is the issue here, if the API return null then we would have seen it on the UI, I guess we have failureData there as well.

Lets explore option 2 for now

Yeah agree - fallback should be removed 100%

[allgandalf]

I agree with your analysis and it makes sense to me ! I will also get an internal engineer involved to proceed with this bug.

🎀👀🎀

[melvin-bot]

Triggered auto assignment to @chiragsalian, see https://stackoverflow.com/c/expensify/questions/7972 for more details.

[allgandalf]

hey @chiragsalian , The bug is when someone Supportals into customer account, We are still waiting for the network tag API call from @maddylewis (IF you have access to supportal even you can help here) but overall, the RCA by @narefyev91 here makes sense to me as to why that remains on. How should we proceed here :)

[allgandalf]

Okay cool, @narefyev91 @chiragsalian , when we supportal into an account and try to toggle the button, the API never gets called:

Here are recordings with network tab on by @maddylewis :

2024-10-22_09-34-48.mp4

2024-10-22_09-17-09.mp4

[narefyev91]

Okay cool, @narefyev91 @chiragsalian , when we supportal into an account and try to toggle the button, the API never gets called:

Here are recordings with network tab on by @maddylewis :

2024-10-22_09-34-48.mp4
2024-10-22_09-17-09.mp4

API may not be called - if anything blocked API.write to be executed - like some permissions or something else

[narefyev91]

Will dive deeper tomorrow - have some ideas to check. Will keep posted!

[chiragsalian]

Haven't investigated, but this part,

when we supportal into an account and try to toggle the button, the API never gets called

Sounds like a front end issue no 😛
Was i tagged because its difficult to reproduce supportalling into an account? Just trying to understand how to help out.

In description in the issue it says that user should login as "Copilot" - but if that happened - user will see dropdown near the name

I don't see copilot mentioned in the issue. Also to be clear, copilot and supportal and very different flows.
For copilot primary account needs to give you permission and once you have it it's like logging into the account and you can do all the same actions as the primary.
For supportal no permission is provided, it's a feature only allowed by internal employees to see what the customer sees to help diagnose issues. Some actions are permitted but a lot are usually blocked. I wonder if we've placed some code in newDot like - if user has supportal token then don't allow any write action.

[allgandalf]

Was i tagged because its difficult to reproduce supportalling into an account? Just trying to understand how to help out.

BINGO!!!!, I wanted to see whether the API call is made or not, cause @maddylewis was OoO and I for obvious reasons cannot reproduce this.

if we've placed some code in newDot like - if user has supportal token then don't allow any write action.

is it? Do you have any example code where the action is blocked on ND for supportal? I can reference that to find the RCA

[chiragsalian]

BINGO!!!!, I wanted to see whether the API call is made or not, cause @maddylewis was OoO and I for obvious reasons cannot reproduce this.

Tested on staging. The API call is not made for me when i use supportal. I tested toggling "Receive relevant feature updates and Expensify news".

is it? Do you have any example code where the action is blocked on ND for supportal? I can reference that to find the RCA

It was just my first guess. I looked around a little bit and found it here. So if we're using a supportal authtoken and its not a supportal request then no API call is made. The list of supported supportal actions are listed here ✌️

[allgandalf]

It was just my first guess. I looked around a little bit and found it here. So if we're using a supportal authtoken and its not a supportal request then no API call is made. The list of supported supportal actions are listed here ✌️

Damn!!!, okay so if we simply add the WRITE command for the toggle in isSupportRequest then we will make an actual API call and not return a promise that will resolve itself. if that is it them i guess @narefyev91 can have a PR ready for us tomorrow !, but we need your help testing once it is on staging as even the QA won't be able to help here :))

[narefyev91]

Yeah thanks @chiragsalian ! Ended up yesterday on exactly the same file as you mentioned - did not even know that we have separate logic to prevent API calls to be executed for customer support. Will create a fix PR soon

[allgandalf]

did not even know that we have separate logic to prevent API calls to be executed for customer support.

yeah, even I didn't know that. just curious: @chiragsalian is this validation FE only or do we have these checks on the BE as well?

[chiragsalian]

@chiragsalian is this validation FE only or do we have these checks on the BE as well?

We have these checks on the BE as well. Its very easy to add BE support but yeah we need to test and confirm if any changes need to be back to the backend. When I'm testing the FE PR ill check and make changes if needed.