@webex/contact-center 3.12.0-next.16 → 3.12.0-next.161

package/dist/services/ApiAiAssistant.js

@@ -4,6 +4,7 @@ Object.defineProperty(exports, "__esModule", {
   value: true
 });
 exports.default = exports.ApiAIAssistant = void 0;
+var _uuid = require("uuid");
 var _loggerProxy = _interopRequireDefault(require("../logger-proxy"));
 var _MetricsManager = _interopRequireDefault(require("../metrics/MetricsManager"));
 var _constants = require("../metrics/constants");
@@ -17,8 +18,24 @@ function _interopRequireDefault(e) { return e && e.__esModule ? e : { default: e
  * @public
  */
 class ApiAIAssistant {
-  constructor(webex) {
+  /** @internal Current AI flags from the agent configuration. */
+
+  pendingRtdRequests = new Map();
+  createWellnessError(reason) {
+    const error = new Error(reason);
+    error.details = {
+      type: 'SDK_VALIDATION_ERROR',
+      orgId: this.webex.credentials.getOrgId(),
+      trackingId: '',
+      data: {
+        reason
+      }
+    };
+    return error;
+  }
+  constructor(webex, wellnessContextProvider) {
     this.webex = webex;
+    this.wellnessContextProvider = wellnessContextProvider;
     this.metricsManager = _MetricsManager.default.getInstance({
       webex
     });
@@ -26,12 +43,126 @@ class ApiAIAssistant {
   setAIFeatureFlags(aiFeature) {
     this.aiFeature = aiFeature;
   }
+
+  /**
+   * Validates a caller-supplied identifier (agentId/interactionId) before it is used to
+   * construct a request. Accepts a non-empty alphanumeric identifier that may contain
+   * hyphens or underscores.
+   * @param value - the identifier to validate
+   * @returns {boolean} true when the identifier is a non-empty, well-formed string
+   * @private
+   */
+  isValidTranscriptIdentifier(value) {
+    return typeof value === 'string' && /^[A-Za-z0-9_-]{1,128}$/.test(value);
+  }
+  async sendWellnessBreakAction(action, method) {
+    this.metricsManager.timeEvent([_constants.METRIC_EVENT_NAMES.AI_ASSISTANT_WELLNESS_ACTION_ACCEPTED, _constants.METRIC_EVENT_NAMES.AI_ASSISTANT_WELLNESS_ACTION_FAILED]);
+    try {
+      const context = this.wellnessContextProvider?.();
+      const agentId = context?.agentId?.trim();
+      const agentSessionId = context?.agentSessionId?.trim();
+      const orgId = this.webex.credentials.getOrgId()?.trim();
+      if (context?.isWellnessBreakEnabled !== true) {
+        throw this.createWellnessError('WELLNESS_BREAK_NOT_ENABLED');
+      }
+      if (!orgId) {
+        throw this.createWellnessError('WELLNESS_BREAK_ORG_ID_REQUIRED');
+      }
+      if (!agentId) {
+        throw this.createWellnessError('WELLNESS_BREAK_AGENT_ID_REQUIRED');
+      }
+      if (!agentSessionId) {
+        throw this.createWellnessError('WELLNESS_BREAK_AGENT_SESSION_REQUIRED');
+      }
+      const baseUrl = this.getBaseUrl();
+      const response = await this.webex.request({
+        uri: `${baseUrl}${_constants3.AI_ASSISTANT_API_URLS.EVENT}`,
+        method: _types.HTTP_METHODS.POST,
+        addAuthHeader: true,
+        body: {
+          agentId,
+          orgId,
+          eventType: _types.AIAssistantEventType.CUSTOM_EVENT,
+          eventName: _types.AIAssistantEventName.WELLNESS_BREAK_ACTION,
+          eventDetails: {
+            data: {
+              action,
+              agentSessionId,
+              actionTimeStamp: Date.now()
+            }
+          }
+        }
+      });
+      if (response.statusCode !== 202) {
+        throw this.createWellnessError(`WELLNESS_BREAK_ACTION_UNEXPECTED_STATUS_${response.statusCode}`);
+      }
+      this.metricsManager.trackEvent(_constants.METRIC_EVENT_NAMES.AI_ASSISTANT_WELLNESS_ACTION_ACCEPTED, {
+        action
+      }, ['operational']);
+      _loggerProxy.default.log('Wellness action accepted by AI Assistant', {
+        module: _constants2.CC_FILE,
+        method,
+        data: {
+          action
+        }
+      });
+    } catch (error) {
+      this.metricsManager.trackEvent(_constants.METRIC_EVENT_NAMES.AI_ASSISTANT_WELLNESS_ACTION_FAILED, {
+        action,
+        error: error instanceof Error ? error.message : String(error)
+      }, ['operational']);
+      const {
+        error: detailedError
+      } = (0, _Utils.getErrorDetails)(error, method, _constants2.CC_FILE);
+      throw detailedError;
+    }
+  }
+
+  /**
+   * Requests an Agent Wellness Break.
+   * The promise resolves when the HTTP request is accepted with status 202; the later
+   * approval or denial is delivered independently through a wellness notification.
+   * @returns A promise that resolves with no value after HTTP acceptance
+   * @throws Structured Contact Center error when disabled, stale, invalid, or delivery fails
+   * @example
+   * await webex.cc.apiAIAssistant.requestWellnessBreak();
+   * @public
+   */
+  async requestWellnessBreak() {
+    return this.sendWellnessBreakAction(_types.WELLNESS_BREAK_USER_ACTIONS.REQUESTED, _constants2.METHODS.REQUEST_WELLNESS_BREAK);
+  }
+
+  /**
+   * Responds to a backend-provided Agent Wellness Break offer.
+   * The promise resolves when the HTTP request is accepted with status 202 and does not
+   * wait for a WebSocket completion event.
+   * @param params - ACCEPTED, REJECTED, or NO_RESPONSE
+   * @returns A promise that resolves with no value after HTTP acceptance
+   * @throws Structured Contact Center error when disabled, stale, invalid, or delivery fails
+   * @example
+   * await webex.cc.apiAIAssistant.respondToWellnessBreak({
+   *   action: WELLNESS_BREAK_USER_ACTIONS.ACCEPTED,
+   * });
+   * @public
+   */
+  async respondToWellnessBreak(params) {
+    const {
+      action
+    } = params;
+    if (![_types.WELLNESS_BREAK_USER_ACTIONS.ACCEPTED, _types.WELLNESS_BREAK_USER_ACTIONS.REJECTED, _types.WELLNESS_BREAK_USER_ACTIONS.NO_RESPONSE].includes(action)) {
+      const {
+        error
+      } = (0, _Utils.getErrorDetails)(this.createWellnessError('WELLNESS_BREAK_ACTION_INVALID'), _constants2.METHODS.RESPOND_TO_WELLNESS_BREAK, _constants2.CC_FILE);
+      throw error;
+    }
+    return this.sendWellnessBreakAction(action, _constants2.METHODS.RESPOND_TO_WELLNESS_BREAK);
+  }
   getBaseUrl() {
     const wccApiGatewayUrl = this.webex.internal.services.get(_constants3.WCC_API_GATEWAY) || '';
     if (!wccApiGatewayUrl) {
       const {
         error: detailedError
-      } = (0, _Utils.getErrorDetails)(new Error('AI_ASSISTANT_BASE_URL_NOT_AVAILABLE'), _constants2.METHODS.GET_BASE_URL, _constants2.CC_FILE);
+      } = (0, _Utils.getErrorDetails)(new Error(_constants2.AI_SUMMARY_ERROR_CODES.AI_ASSISTANT_BASE_URL_NOT_AVAILABLE), _constants2.METHODS.GET_BASE_URL, _constants2.CC_FILE);
       throw detailedError;
     }
     let hostname = '';
@@ -44,11 +175,78 @@ class ApiAIAssistant {
     if (!resolvedEnv) {
       const {
         error: detailedError
-      } = (0, _Utils.getErrorDetails)(new Error('AI_ASSISTANT_BASE_URL_NOT_AVAILABLE'), _constants2.METHODS.GET_BASE_URL, _constants2.CC_FILE);
+      } = (0, _Utils.getErrorDetails)(new Error(_constants2.AI_SUMMARY_ERROR_CODES.AI_ASSISTANT_BASE_URL_NOT_AVAILABLE), _constants2.METHODS.GET_BASE_URL, _constants2.CC_FILE);
       throw detailedError;
     }
     return _constants3.AI_ASSISTANT_BASE_URL_TEMPLATE.replace('%s', resolvedEnv);
   }
+  static getRtdRequestKey(rtdEventType, correlationId) {
+    return JSON.stringify([rtdEventType, correlationId]);
+  }
+  removeRtdRequest(rtdEventType, correlationId, settle) {
+    const key = ApiAIAssistant.getRtdRequestKey(rtdEventType, correlationId);
+    const request = this.pendingRtdRequests.get(key);
+    if (!request) {
+      return undefined;
+    }
+    if (request.timeoutId) {
+      clearTimeout(request.timeoutId);
+    }
+    settle?.(request);
+    this.pendingRtdRequests.delete(key);
+    return request;
+  }
+
+  /** Sends an AI event and waits for its matching RTD response. @internal */
+  async requestAndWaitForRtd(options) {
+    const key = ApiAIAssistant.getRtdRequestKey(options.rtdEventType, options.correlationId);
+    let resolveResult = () => undefined;
+    let rejectResult = () => undefined;
+    const result = new Promise((resolve, reject) => {
+      resolveResult = resolve;
+      rejectResult = reject;
+    });
+    const previousRequest = this.pendingRtdRequests.get(key);
+    if (previousRequest?.timeoutId) {
+      clearTimeout(previousRequest.timeoutId);
+    }
+    const request = {
+      correlationId: options.correlationId,
+      rtdEventType: options.rtdEventType,
+      resolve: resolveResult,
+      reject: rejectResult
+    };
+    request.timeoutId = setTimeout(() => {
+      this.removeRtdRequest(options.rtdEventType, options.correlationId, currentRequest => {
+        currentRequest.reject(options.createTimeoutError());
+      });
+    }, options.timeoutMs);
+    this.pendingRtdRequests.set(key, request);
+    const publishTimestamp = options.publishTimestamp ?? Date.now();
+    const acknowledgement = Promise.resolve().then(() => this.sendEvent(options.agentId, options.interactionId, options.eventType, options.eventName, options.eventMetaData, undefined, undefined, publishTimestamp, options.timeout)).catch(error => {
+      this.removeRtdRequest(options.rtdEventType, options.correlationId);
+      throw error;
+    });
+    const [payload] = await Promise.all([result, acknowledgement]);
+    return payload;
+  }
+
+  /** Resolves a pending request from a parsed RTD event. @internal */
+  resolveFromRtdEvent(rtdEventType, correlationId, payload) {
+    const request = this.removeRtdRequest(rtdEventType, correlationId, currentRequest => {
+      currentRequest.resolve(payload);
+    });
+    return request ? 'resolved' : 'not-found';
+  }
+
+  /** Clears pending RTD requests when the RTD lifecycle ends. @internal */
+  clearAllRtdRequests() {
+    Array.from(this.pendingRtdRequests.values()).forEach(request => {
+      this.removeRtdRequest(request.rtdEventType, request.correlationId, currentRequest => {
+        currentRequest.reject(new Error('RTD request cleared'));
+      });
+    });
+  }
 
   /**
    * Sends an event to the AI Assistant service.
@@ -56,9 +254,11 @@ class ApiAIAssistant {
    * @param interactionId - interaction/conversation identifier
    * @param eventType - the type of event (e.g. 'CUSTOM_EVENT')
    * @param eventName - the name of the event (e.g. 'GET_TRANSCRIPTS')
-   * @param action - action within eventDetails (e.g. 'START' or 'STOP')
+   * @param eventMetaData - event-specific fields to include in eventDetails.data
+   * @param languageCode - language code within eventDetails.data
+   * @param trackingId - tracking identifier within eventDetails.data
    */
-  async sendEvent(agentId, interactionId, eventType, eventName, action) {
+  async sendEvent(agentId, interactionId, eventType, eventName, eventMetaData, languageCode, trackingId, publishTimestamp, timeout) {
     _loggerProxy.default.info('Sending event', {
       module: _constants2.CC_FILE,
       method: _constants2.METHODS.SEND_EVENT,
@@ -66,28 +266,37 @@ class ApiAIAssistant {
       data: {
         eventType,
         eventName,
-        action
+        eventMetaData
       }
     });
     this.metricsManager.timeEvent([_constants.METRIC_EVENT_NAMES.AI_ASSISTANT_SEND_EVENT_SUCCESS, _constants.METRIC_EVENT_NAMES.AI_ASSISTANT_SEND_EVENT_FAILED]);
     try {
       const baseUrl = this.getBaseUrl();
       const orgId = this.webex.credentials.getOrgId();
+      const data = {
+        ...eventMetaData,
+        interactionId,
+        actionTimeStamp: String(Date.now()),
+        languageCode,
+        trackingId
+      };
       const response = await this.webex.request({
         uri: `${baseUrl}${_constants3.AI_ASSISTANT_API_URLS.EVENT}`,
         method: _types.HTTP_METHODS.POST,
         addAuthHeader: true,
+        ...(timeout !== undefined ? {
+          timeout
+        } : {}),
         body: {
           agentId,
           orgId,
           eventType,
           eventName,
+          ...(publishTimestamp !== undefined ? {
+            publishTimestamp
+          } : {}),
           eventDetails: {
-            data: {
-              interactionId,
-              action,
-              actionTimeStamp: String(Date.now())
-            }
+            data
           }
         }
       });
@@ -96,8 +305,7 @@ class ApiAIAssistant {
         orgId,
         interactionId,
         eventType,
-        eventName,
-        action
+        eventName
       }, ['operational']);
       return response?.body || {};
     } catch (error) {
@@ -105,7 +313,6 @@ class ApiAIAssistant {
         interactionId,
         eventType,
         eventName,
-        action,
         error: error instanceof Error ? error.message : String(error)
       }, ['operational']);
       const {
@@ -115,6 +322,148 @@ class ApiAIAssistant {
     }
   }
 
+  /**
+   * Requests real-time assistance for an interaction.
+   *
+   * @param params - Real-time assistance request parameters
+   * @returns HTTP response body from the AI Assistant event API
+   * @public
+   */
+  async getRealTimeAssistance(params) {
+    const {
+      agentId,
+      interactionId,
+      context
+    } = params;
+    const trimmedContext = context?.trim();
+    const languageCode = params.languageCode ?? 'en';
+    const trackingId = `WX_CC_SDK_${(0, _uuid.v4)()}`;
+    const eventName = trimmedContext ? _types.AIAssistantEventName.ADD_SUGGESTIONS_EXTRA_CONTEXT : _types.AIAssistantEventName.GET_SUGGESTIONS;
+    const loggerContext = {
+      module: _constants2.CC_FILE,
+      method: _constants2.METHODS.GET_REAL_TIME_ASSISTANCE,
+      interactionId,
+      trackingId,
+      data: {
+        eventName
+      }
+    };
+    _loggerProxy.default.info('Requesting real-time assistance', loggerContext);
+    this.metricsManager.timeEvent([_constants.METRIC_EVENT_NAMES.AI_ASSISTANT_GET_REAL_TIME_ASSISTANCE_SUCCESS, _constants.METRIC_EVENT_NAMES.AI_ASSISTANT_GET_REAL_TIME_ASSISTANCE_FAILED]);
+    try {
+      if (!this.aiFeature?.suggestedResponses?.enable) {
+        const {
+          error: detailedError
+        } = (0, _Utils.getErrorDetails)(new Error('SUGGESTED_RESPONSES_NOT_ENABLED'), _constants2.METHODS.GET_REAL_TIME_ASSISTANCE, _constants2.CC_FILE);
+        throw detailedError;
+      }
+      const orgId = this.webex.credentials.getOrgId();
+      const response = await this.sendEvent(agentId, interactionId, _types.AIAssistantEventType.CUSTOM_EVENT, eventName, trimmedContext !== undefined ? {
+        context: trimmedContext
+      } : undefined, languageCode, trackingId);
+      this.metricsManager.trackEvent(_constants.METRIC_EVENT_NAMES.AI_ASSISTANT_GET_REAL_TIME_ASSISTANCE_SUCCESS, {
+        agentId,
+        orgId,
+        interactionId,
+        eventName,
+        trackingId,
+        context
+      }, ['operational']);
+      _loggerProxy.default.log('Real-time assistance request succeeded', loggerContext);
+      return response;
+    } catch (error) {
+      _loggerProxy.default.error('Real-time assistance request failed', {
+        ...loggerContext,
+        error
+      });
+      this.metricsManager.trackEvent(_constants.METRIC_EVENT_NAMES.AI_ASSISTANT_GET_REAL_TIME_ASSISTANCE_FAILED, {
+        agentId,
+        interactionId,
+        trackingId,
+        eventName,
+        error: error instanceof Error ? error.message : String(error)
+      }, ['operational']);
+      const {
+        error: detailedError
+      } = (0, _Utils.getErrorDetails)(error, _constants2.METHODS.GET_REAL_TIME_ASSISTANCE, _constants2.CC_FILE);
+      throw detailedError;
+    }
+  }
+
+  /**
+   * Sends user action feedback for a real-time assistance adaptive card.
+   *
+   * @param params - Real-time assistance user action parameters
+   * @returns HTTP response body from the AI Assistant event API
+   * @public
+   */
+  async sendRealTimeAssistanceUserAction(params) {
+    const {
+      agentId,
+      interactionId,
+      adaptiveCardId,
+      actionId
+    } = params;
+    const actionType = 'Action.Submit';
+    const languageCode = params.languageCode ?? 'en';
+    const trackingId = `WX_CC_SDK_${(0, _uuid.v4)()}`;
+    const loggerContext = {
+      module: _constants2.CC_FILE,
+      method: _constants2.METHODS.SEND_REAL_TIME_ASSISTANCE_USER_ACTION,
+      interactionId,
+      trackingId,
+      data: {
+        actionId,
+        adaptiveCardId
+      }
+    };
+    _loggerProxy.default.info('Sending real-time assistance user action', loggerContext);
+    this.metricsManager.timeEvent([_constants.METRIC_EVENT_NAMES.AI_ASSISTANT_SEND_REAL_TIME_ASSISTANCE_USER_ACTION_SUCCESS, _constants.METRIC_EVENT_NAMES.AI_ASSISTANT_SEND_REAL_TIME_ASSISTANCE_USER_ACTION_FAILED]);
+    try {
+      if (!this.aiFeature?.suggestedResponses?.enable) {
+        const {
+          error: detailedError
+        } = (0, _Utils.getErrorDetails)(new Error('SUGGESTED_RESPONSES_NOT_ENABLED'), _constants2.METHODS.SEND_REAL_TIME_ASSISTANCE_USER_ACTION, _constants2.CC_FILE);
+        throw detailedError;
+      }
+      const orgId = this.webex.credentials.getOrgId();
+      const response = await this.sendEvent(agentId, interactionId, _types.AIAssistantEventType.CUSTOM_EVENT, _types.AIAssistantEventName.SUGGESTED_RESPONSES_USER_ACTION, {
+        adaptiveCardId,
+        userAction: {
+          actionType,
+          actionId
+        }
+      }, languageCode, trackingId);
+      this.metricsManager.trackEvent(_constants.METRIC_EVENT_NAMES.AI_ASSISTANT_SEND_REAL_TIME_ASSISTANCE_USER_ACTION_SUCCESS, {
+        agentId,
+        orgId,
+        interactionId,
+        adaptiveCardId,
+        actionId,
+        trackingId
+      }, ['operational']);
+      _loggerProxy.default.log('Real-time assistance user action sent', loggerContext);
+      return response;
+    } catch (error) {
+      _loggerProxy.default.error('Real-time assistance user action failed', {
+        ...loggerContext,
+        error
+      });
+      this.metricsManager.trackEvent(_constants.METRIC_EVENT_NAMES.AI_ASSISTANT_SEND_REAL_TIME_ASSISTANCE_USER_ACTION_FAILED, {
+        agentId,
+        interactionId,
+        adaptiveCardId,
+        actionId,
+        trackingId,
+        error: error instanceof Error ? error.message : String(error)
+      }, ['operational']);
+      const {
+        error: detailedError
+      } = (0, _Utils.getErrorDetails)(error, _constants2.METHODS.SEND_REAL_TIME_ASSISTANCE_USER_ACTION, _constants2.CC_FILE);
+      throw detailedError;
+    }
+  }
+
   /**
    * Fetches historic transcripts for an interaction.
    * This API is allowed only when real-time transcription feature is enabled.
@@ -134,6 +483,12 @@ class ApiAIAssistant {
       } = (0, _Utils.getErrorDetails)(new Error('REAL_TIME_TRANSCRIPTION_NOT_ENABLED'), _constants2.METHODS.FETCH_HISTORIC_TRANSCRIPTS, _constants2.CC_FILE);
       throw detailedError;
     }
+    if (!this.isValidTranscriptIdentifier(agentId) || !this.isValidTranscriptIdentifier(interactionId)) {
+      const {
+        error: detailedError
+      } = (0, _Utils.getErrorDetails)(new Error('INVALID_AGENT_ID_OR_INTERACTION_ID'), _constants2.METHODS.FETCH_HISTORIC_TRANSCRIPTS, _constants2.CC_FILE);
+      throw detailedError;
+    }
     try {
       const baseUrl = this.getBaseUrl();
       const orgId = this.webex.credentials.getOrgId();

package/dist/services/ApiAiAssistant.js.map

@@ -1 +1 @@
-{"version":3,"names":["_loggerProxy","_interopRequireDefault","require","_MetricsManager","_constants","_constants2","_types","_Utils","_constants3","e","__esModule","default","ApiAIAssistant","constructor","webex","metricsManager","MetricsManager","getInstance","setAIFeatureFlags","aiFeature","getBaseUrl","wccApiGatewayUrl","internal","services","get","WCC_API_GATEWAY","error","detailedError","getErrorDetails","Error","METHODS","GET_BASE_URL","CC_FILE","hostname","URL","toLowerCase","resolvedEnv","AI_ASSISTANT_ENV_MAP","AI_ASSISTANT_BASE_URL_TEMPLATE","replace","sendEvent","agentId","interactionId","eventType","eventName","action","LoggerProxy","info","module","method","SEND_EVENT","data","timeEvent","METRIC_EVENT_NAMES","AI_ASSISTANT_SEND_EVENT_SUCCESS","AI_ASSISTANT_SEND_EVENT_FAILED","baseUrl","orgId","credentials","getOrgId","response","request","uri","AI_ASSISTANT_API_URLS","EVENT","HTTP_METHODS","POST","addAuthHeader","body","eventDetails","actionTimeStamp","String","Date","now","trackEvent","message","fetchHistoricTranscripts","FETCH_HISTORIC_TRANSCRIPTS","AI_ASSISTANT_FETCH_HISTORIC_TRANSCRIPTS_SUCCESS","AI_ASSISTANT_FETCH_HISTORIC_TRANSCRIPTS_FAILED","realtimeTranscripts","enable","TRANSCRIPTS_LIST","exports","_default"],"sources":["ApiAiAssistant.ts"],"sourcesContent":["import LoggerProxy from '../logger-proxy';\nimport MetricsManager from '../metrics/MetricsManager';\nimport {METRIC_EVENT_NAMES} from '../metrics/constants';\nimport {CC_FILE, METHODS} from '../constants';\nimport {\n  HTTP_METHODS,\n  WebexSDK,\n  IHttpResponse,\n  TranscriptAction,\n  AIAssistantEventType,\n  AIAssistantEventName,\n  HistoricTranscriptsResponse,\n} from '../types';\nimport {getErrorDetails} from './core/Utils';\nimport {\n  AI_ASSISTANT_BASE_URL_TEMPLATE,\n  AI_ASSISTANT_ENV_MAP,\n  AI_ASSISTANT_API_URLS,\n  WCC_API_GATEWAY,\n} from './constants';\nimport {AIFeatureFlags} from './config/types';\n\n/**\n * ApiAIAssistant provides AI Assistant APIs for transcript controls.\n * @public\n */\nexport class ApiAIAssistant {\n  private webex: WebexSDK;\n  private metricsManager: MetricsManager;\n  public aiFeature: AIFeatureFlags;\n\n  constructor(webex: WebexSDK) {\n    this.webex = webex;\n    this.metricsManager = MetricsManager.getInstance({webex});\n  }\n\n  public setAIFeatureFlags(aiFeature: AIFeatureFlags): void {\n    this.aiFeature = aiFeature;\n  }\n\n  private getBaseUrl(): string {\n    const wccApiGatewayUrl = this.webex.internal.services.get(WCC_API_GATEWAY) || '';\n\n    if (!wccApiGatewayUrl) {\n      const {error: detailedError} = getErrorDetails(\n        new Error('AI_ASSISTANT_BASE_URL_NOT_AVAILABLE'),\n        METHODS.GET_BASE_URL,\n        CC_FILE\n      );\n      throw detailedError;\n    }\n\n    let hostname = '';\n    try {\n      hostname = new URL(wccApiGatewayUrl).hostname.toLowerCase();\n    } catch (error) {\n      hostname = wccApiGatewayUrl.toLowerCase();\n    }\n\n    const resolvedEnv = AI_ASSISTANT_ENV_MAP[hostname];\n    if (!resolvedEnv) {\n      const {error: detailedError} = getErrorDetails(\n        new Error('AI_ASSISTANT_BASE_URL_NOT_AVAILABLE'),\n        METHODS.GET_BASE_URL,\n        CC_FILE\n      );\n      throw detailedError;\n    }\n\n    return AI_ASSISTANT_BASE_URL_TEMPLATE.replace('%s', resolvedEnv);\n  }\n\n  /**\n   * Sends an event to the AI Assistant service.\n   * @param agentId - agent identifier\n   * @param interactionId - interaction/conversation identifier\n   * @param eventType - the type of event (e.g. 'CUSTOM_EVENT')\n   * @param eventName - the name of the event (e.g. 'GET_TRANSCRIPTS')\n   * @param action - action within eventDetails (e.g. 'START' or 'STOP')\n   */\n  public async sendEvent(\n    agentId: string,\n    interactionId: string,\n    eventType: AIAssistantEventType,\n    eventName: AIAssistantEventName,\n    action: TranscriptAction\n  ): Promise<Record<string, unknown>> {\n    LoggerProxy.info('Sending event', {\n      module: CC_FILE,\n      method: METHODS.SEND_EVENT,\n      interactionId,\n      data: {eventType, eventName, action},\n    });\n    this.metricsManager.timeEvent([\n      METRIC_EVENT_NAMES.AI_ASSISTANT_SEND_EVENT_SUCCESS,\n      METRIC_EVENT_NAMES.AI_ASSISTANT_SEND_EVENT_FAILED,\n    ]);\n\n    try {\n      const baseUrl = 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eventType,\n          eventName,\n          action,\n          error: error instanceof Error ? error.message : String(error),\n        },\n        ['operational']\n      );\n\n      const {error: detailedError} = getErrorDetails(error, METHODS.SEND_EVENT, CC_FILE);\n      throw detailedError;\n    }\n  }\n\n  /**\n   * Fetches historic transcripts for an interaction.\n   * This API is allowed only when real-time transcription feature is enabled.\n   *\n   * @param interactionId - interaction/conversation identifier\n   */\n  public async fetchHistoricTranscripts(\n    agentId: string,\n    interactionId: string\n  ): Promise<HistoricTranscriptsResponse> {\n    LoggerProxy.info('Fetching historic transcripts', {\n      module: CC_FILE,\n      method: METHODS.FETCH_HISTORIC_TRANSCRIPTS,\n      interactionId,\n    });\n    this.metricsManager.timeEvent([\n      METRIC_EVENT_NAMES.AI_ASSISTANT_FETCH_HISTORIC_TRANSCRIPTS_SUCCESS,\n      METRIC_EVENT_NAMES.AI_ASSISTANT_FETCH_HISTORIC_TRANSCRIPTS_FAILED,\n    ]);\n    if (!this.aiFeature?.realtimeTranscripts?.enable) {\n      const {error: detailedError} = getErrorDetails(\n        new Error('REAL_TIME_TRANSCRIPTION_NOT_ENABLED'),\n        METHODS.FETCH_HISTORIC_TRANSCRIPTS,\n        CC_FILE\n      );\n      throw detailedError;\n    }\n\n    try {\n      const baseUrl = this.getBaseUrl();\n      const orgId = this.webex.credentials.getOrgId();\n      const response = (await this.webex.request({\n        uri: `${baseUrl}${AI_ASSISTANT_API_URLS.TRANSCRIPTS_LIST}`,\n        method: HTTP_METHODS.POST,\n        addAuthHeader: true,\n        body: {\n          agentId,\n          orgId,\n          interactionId,\n        },\n      })) as IHttpResponse;\n\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.AI_ASSISTANT_FETCH_HISTORIC_TRANSCRIPTS_SUCCESS,\n        {agentId, orgId, interactionId},\n        ['operational']\n      );\n\n      return response.body 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{v4 as uuidv4} from 'uuid';\nimport LoggerProxy from '../logger-proxy';\nimport MetricsManager from '../metrics/MetricsManager';\nimport {METRIC_EVENT_NAMES} from '../metrics/constants';\nimport {AI_SUMMARY_ERROR_CODES, CC_FILE, METHODS} from '../constants';\nimport {\n  HTTP_METHODS,\n  WebexSDK,\n  IHttpResponse,\n  AIAssistantEventType,\n  AIAssistantEventName,\n  HistoricTranscriptsResponse,\n  RealTimeAssistanceParams,\n  RealTimeAssistanceUserActionParams,\n  RespondToWellnessBreakParams,\n  WellnessBreakUserAction,\n  WELLNESS_BREAK_USER_ACTIONS,\n  GenericError,\n} from '../types';\nimport {getErrorDetails} from './core/Utils';\nimport type {PendingRtdRequest, RtdRequestOptions} from './core/types';\nimport {\n  AI_ASSISTANT_BASE_URL_TEMPLATE,\n  AI_ASSISTANT_ENV_MAP,\n  AI_ASSISTANT_API_URLS,\n  WCC_API_GATEWAY,\n} from './constants';\nimport {AIFeatureFlags} from './config/types';\n\ntype WellnessBreakContextProvider = () => {\n  isWellnessBreakEnabled: boolean;\n  agentId?: string;\n  agentSessionId?: string;\n};\n\n/**\n * ApiAIAssistant provides AI Assistant APIs for transcript controls.\n * @public\n */\nexport class ApiAIAssistant {\n  private webex: WebexSDK;\n  private metricsManager: MetricsManager;\n  /** @internal Current AI flags from the agent configuration. */\n  public aiFeature: AIFeatureFlags;\n  private pendingRtdRequests = new Map<string, PendingRtdRequest<unknown>>();\n  private readonly wellnessContextProvider?: WellnessBreakContextProvider;\n\n  private createWellnessError(reason: string): GenericError {\n    const error = new Error(reason) as GenericError;\n    error.details = {\n      type: 'SDK_VALIDATION_ERROR',\n      orgId: this.webex.credentials.getOrgId(),\n      trackingId: '',\n      data: {reason},\n    };\n\n    return error;\n  }\n\n  constructor(webex: WebexSDK, wellnessContextProvider?: WellnessBreakContextProvider) {\n    this.webex = webex;\n    this.wellnessContextProvider = wellnessContextProvider;\n    this.metricsManager = MetricsManager.getInstance({webex});\n  }\n\n  public setAIFeatureFlags(aiFeature: AIFeatureFlags): void {\n    this.aiFeature = aiFeature;\n  }\n\n  /**\n   * Validates a caller-supplied identifier (agentId/interactionId) before it is used to\n   * construct a request. Accepts a non-empty alphanumeric identifier that may contain\n   * hyphens or underscores.\n   * @param value - the identifier to validate\n   * @returns {boolean} true when the identifier is a non-empty, well-formed string\n   * @private\n   */\n  private isValidTranscriptIdentifier(value: unknown): boolean {\n    return typeof value === 'string' && /^[A-Za-z0-9_-]{1,128}$/.test(value);\n  }\n\n  private async sendWellnessBreakAction(\n    action: WellnessBreakUserAction,\n    method: string\n  ): Promise<void> {\n    this.metricsManager.timeEvent([\n      METRIC_EVENT_NAMES.AI_ASSISTANT_WELLNESS_ACTION_ACCEPTED,\n      METRIC_EVENT_NAMES.AI_ASSISTANT_WELLNESS_ACTION_FAILED,\n    ]);\n\n    try {\n      const context = this.wellnessContextProvider?.();\n      const agentId = context?.agentId?.trim();\n      const agentSessionId = context?.agentSessionId?.trim();\n      const orgId = this.webex.credentials.getOrgId()?.trim();\n\n      if (context?.isWellnessBreakEnabled !== true) {\n        throw this.createWellnessError('WELLNESS_BREAK_NOT_ENABLED');\n      }\n      if (!orgId) {\n        throw this.createWellnessError('WELLNESS_BREAK_ORG_ID_REQUIRED');\n      }\n      if (!agentId) {\n        throw this.createWellnessError('WELLNESS_BREAK_AGENT_ID_REQUIRED');\n      }\n      if (!agentSessionId) {\n        throw this.createWellnessError('WELLNESS_BREAK_AGENT_SESSION_REQUIRED');\n      }\n\n      const baseUrl = this.getBaseUrl();\n      const response = (await this.webex.request({\n        uri: `${baseUrl}${AI_ASSISTANT_API_URLS.EVENT}`,\n        method: HTTP_METHODS.POST,\n        addAuthHeader: true,\n        body: {\n          agentId,\n          orgId,\n          eventType: AIAssistantEventType.CUSTOM_EVENT,\n          eventName: AIAssistantEventName.WELLNESS_BREAK_ACTION,\n          eventDetails: {\n            data: {\n              action,\n              agentSessionId,\n              actionTimeStamp: Date.now(),\n            },\n          },\n        },\n      })) as IHttpResponse;\n\n      if (response.statusCode !== 202) {\n        throw this.createWellnessError(\n          `WELLNESS_BREAK_ACTION_UNEXPECTED_STATUS_${response.statusCode}`\n        );\n      }\n\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.AI_ASSISTANT_WELLNESS_ACTION_ACCEPTED,\n        {action},\n        ['operational']\n      );\n      LoggerProxy.log('Wellness action accepted by AI Assistant', {\n        module: CC_FILE,\n        method,\n        data: {action},\n      });\n    } catch (error) {\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.AI_ASSISTANT_WELLNESS_ACTION_FAILED,\n        {\n          action,\n          error: error instanceof Error ? error.message : String(error),\n        },\n        ['operational']\n      );\n      const {error: detailedError} = getErrorDetails(error, method, CC_FILE);\n      throw detailedError;\n    }\n  }\n\n  /**\n   * Requests an Agent Wellness Break.\n   * The promise resolves when the HTTP request is accepted with status 202; the later\n   * approval or denial is delivered independently through a wellness notification.\n   * @returns A promise that resolves with no value after HTTP acceptance\n   * @throws Structured Contact Center error when disabled, stale, invalid, or delivery fails\n   * @example\n   * await webex.cc.apiAIAssistant.requestWellnessBreak();\n   * @public\n   */\n  public async requestWellnessBreak(): Promise<void> {\n    return this.sendWellnessBreakAction(\n      WELLNESS_BREAK_USER_ACTIONS.REQUESTED,\n      METHODS.REQUEST_WELLNESS_BREAK\n    );\n  }\n\n  /**\n   * Responds to a backend-provided Agent Wellness Break offer.\n   * The promise resolves when the HTTP request is accepted with status 202 and does not\n   * wait for a WebSocket completion event.\n   * @param params - ACCEPTED, REJECTED, or NO_RESPONSE\n   * @returns A promise that resolves with no value after HTTP acceptance\n   * @throws Structured Contact Center error when disabled, stale, invalid, or delivery fails\n   * @example\n   * await webex.cc.apiAIAssistant.respondToWellnessBreak({\n   *   action: WELLNESS_BREAK_USER_ACTIONS.ACCEPTED,\n   * });\n   * @public\n   */\n  public async respondToWellnessBreak(params: RespondToWellnessBreakParams): Promise<void> {\n    const {action} = params;\n    if (\n      ![\n        WELLNESS_BREAK_USER_ACTIONS.ACCEPTED,\n        WELLNESS_BREAK_USER_ACTIONS.REJECTED,\n        WELLNESS_BREAK_USER_ACTIONS.NO_RESPONSE,\n      ].includes(action)\n    ) {\n      const {error} = getErrorDetails(\n        this.createWellnessError('WELLNESS_BREAK_ACTION_INVALID'),\n        METHODS.RESPOND_TO_WELLNESS_BREAK,\n        CC_FILE\n      );\n      throw error;\n    }\n\n    return this.sendWellnessBreakAction(action, METHODS.RESPOND_TO_WELLNESS_BREAK);\n  }\n\n  private getBaseUrl(): string {\n    const wccApiGatewayUrl = this.webex.internal.services.get(WCC_API_GATEWAY) || '';\n\n    if (!wccApiGatewayUrl) {\n      const {error: detailedError} = getErrorDetails(\n        new Error(AI_SUMMARY_ERROR_CODES.AI_ASSISTANT_BASE_URL_NOT_AVAILABLE),\n        METHODS.GET_BASE_URL,\n        CC_FILE\n      );\n      throw detailedError;\n    }\n\n    let hostname = '';\n    try {\n      hostname = new URL(wccApiGatewayUrl).hostname.toLowerCase();\n    } catch (error) {\n      hostname = wccApiGatewayUrl.toLowerCase();\n    }\n\n    const resolvedEnv = AI_ASSISTANT_ENV_MAP[hostname];\n\n    if (!resolvedEnv) {\n      const {error: detailedError} = getErrorDetails(\n        new Error(AI_SUMMARY_ERROR_CODES.AI_ASSISTANT_BASE_URL_NOT_AVAILABLE),\n        METHODS.GET_BASE_URL,\n        CC_FILE\n      );\n      throw detailedError;\n    }\n\n    return AI_ASSISTANT_BASE_URL_TEMPLATE.replace('%s', resolvedEnv);\n  }\n\n  private static getRtdRequestKey(rtdEventType: string, correlationId: string): string {\n    return JSON.stringify([rtdEventType, correlationId]);\n  }\n\n  private removeRtdRequest<T>(\n    rtdEventType: string,\n    correlationId: string,\n    settle?: (request: PendingRtdRequest<T>) => void\n  ): PendingRtdRequest<T> | undefined {\n    const key = ApiAIAssistant.getRtdRequestKey(rtdEventType, correlationId);\n    const request = this.pendingRtdRequests.get(key) as PendingRtdRequest<T> | undefined;\n\n    if (!request) {\n      return undefined;\n    }\n\n    if (request.timeoutId) {\n      clearTimeout(request.timeoutId);\n    }\n\n    settle?.(request);\n    this.pendingRtdRequests.delete(key);\n\n    return request;\n  }\n\n  /** Sends an AI event and waits for its matching RTD response. @internal */\n  public async requestAndWaitForRtd<T>(options: RtdRequestOptions): Promise<T> {\n    const key = ApiAIAssistant.getRtdRequestKey(options.rtdEventType, options.correlationId);\n    let resolveResult: (payload: T) => void = () => undefined;\n    let rejectResult: (error: Error) => void = () => undefined;\n    const result = new Promise<T>((resolve, reject) => {\n      resolveResult = resolve;\n      rejectResult = reject;\n    });\n    const previousRequest = this.pendingRtdRequests.get(key);\n    if (previousRequest?.timeoutId) {\n      clearTimeout(previousRequest.timeoutId);\n    }\n    const request: PendingRtdRequest<T> = {\n      correlationId: options.correlationId,\n      rtdEventType: options.rtdEventType,\n      resolve: resolveResult,\n      reject: rejectResult,\n    };\n\n    request.timeoutId = setTimeout(() => {\n      this.removeRtdRequest<T>(options.rtdEventType, options.correlationId, (currentRequest) => {\n        currentRequest.reject(options.createTimeoutError());\n      });\n    }, options.timeoutMs);\n    this.pendingRtdRequests.set(key, request as PendingRtdRequest<unknown>);\n    const publishTimestamp = options.publishTimestamp ?? Date.now();\n    const acknowledgement = Promise.resolve()\n      .then(() =>\n        this.sendEvent(\n          options.agentId,\n          options.interactionId,\n          options.eventType,\n          options.eventName,\n          options.eventMetaData,\n          undefined,\n          undefined,\n          publishTimestamp,\n          options.timeout\n        )\n      )\n      .catch((error) => {\n        this.removeRtdRequest(options.rtdEventType, options.correlationId);\n        throw error;\n      });\n\n    const [payload] = await Promise.all([result, acknowledgement]);\n\n    return payload;\n  }\n\n  /** Resolves a pending request from a parsed RTD event. @internal */\n  public resolveFromRtdEvent<T>(\n    rtdEventType: string,\n    correlationId: string,\n    payload: T\n  ): 'resolved' | 'not-found' {\n    const request = this.removeRtdRequest<T>(rtdEventType, correlationId, (currentRequest) => {\n      currentRequest.resolve(payload);\n    });\n\n    return request ? 'resolved' : 'not-found';\n  }\n\n  /** Clears pending RTD requests when the RTD lifecycle ends. @internal */\n  public clearAllRtdRequests(): void {\n    Array.from(this.pendingRtdRequests.values()).forEach((request) => {\n      this.removeRtdRequest(request.rtdEventType, request.correlationId, (currentRequest) => {\n        currentRequest.reject(new Error('RTD request cleared'));\n      });\n    });\n  }\n\n  /**\n   * Sends an event to the AI Assistant service.\n   * @param agentId - agent identifier\n   * @param interactionId - interaction/conversation identifier\n   * @param eventType - the type of event (e.g. 'CUSTOM_EVENT')\n   * @param eventName - the name of the event (e.g. 'GET_TRANSCRIPTS')\n   * @param eventMetaData - event-specific fields to include in eventDetails.data\n   * @param languageCode - language code within eventDetails.data\n   * @param trackingId - tracking identifier within eventDetails.data\n   */\n  public async sendEvent(\n    agentId: string,\n    interactionId: string,\n    eventType: AIAssistantEventType,\n    eventName: AIAssistantEventName,\n    eventMetaData?: Record<string, unknown>,\n    languageCode?: string,\n    trackingId?: string,\n    publishTimestamp?: number,\n    timeout?: number\n  ): Promise<Record<string, unknown>> {\n    LoggerProxy.info('Sending event', {\n      module: CC_FILE,\n      method: METHODS.SEND_EVENT,\n      interactionId,\n      data: {eventType, eventName, eventMetaData},\n    });\n    this.metricsManager.timeEvent([\n      METRIC_EVENT_NAMES.AI_ASSISTANT_SEND_EVENT_SUCCESS,\n      METRIC_EVENT_NAMES.AI_ASSISTANT_SEND_EVENT_FAILED,\n    ]);\n\n    try {\n      const baseUrl = this.getBaseUrl();\n      const orgId = this.webex.credentials.getOrgId();\n      const data = {\n        ...eventMetaData,\n        interactionId,\n        actionTimeStamp: String(Date.now()),\n        languageCode,\n        trackingId,\n      };\n      const response = (await this.webex.request({\n        uri: `${baseUrl}${AI_ASSISTANT_API_URLS.EVENT}`,\n        method: HTTP_METHODS.POST,\n        addAuthHeader: true,\n        ...(timeout !== undefined ? {timeout} : {}),\n        body: {\n          agentId,\n          orgId,\n          eventType,\n          eventName,\n          ...(publishTimestamp !== undefined ? {publishTimestamp} : {}),\n          eventDetails: {\n            data,\n          },\n        },\n      })) as IHttpResponse;\n\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.AI_ASSISTANT_SEND_EVENT_SUCCESS,\n        {agentId, orgId, interactionId, eventType, eventName},\n        ['operational']\n      );\n\n      return response?.body || {};\n    } catch (error) {\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.AI_ASSISTANT_SEND_EVENT_FAILED,\n        {\n          interactionId,\n          eventType,\n          eventName,\n          error: error instanceof Error ? error.message : String(error),\n        },\n        ['operational']\n      );\n\n      const {error: detailedError} = getErrorDetails(error, METHODS.SEND_EVENT, CC_FILE);\n      throw detailedError;\n    }\n  }\n\n  /**\n   * Requests real-time assistance for an interaction.\n   *\n   * @param params - Real-time assistance request parameters\n   * @returns HTTP response body from the AI Assistant event API\n   * @public\n   */\n  public async getRealTimeAssistance(params: RealTimeAssistanceParams) {\n    const {agentId, interactionId, context} = params;\n    const trimmedContext = context?.trim();\n    const languageCode = params.languageCode ?? 'en';\n    const trackingId = `WX_CC_SDK_${uuidv4()}`;\n    const eventName = trimmedContext\n      ? AIAssistantEventName.ADD_SUGGESTIONS_EXTRA_CONTEXT\n      : AIAssistantEventName.GET_SUGGESTIONS;\n\n    const loggerContext = {\n      module: CC_FILE,\n      method: METHODS.GET_REAL_TIME_ASSISTANCE,\n      interactionId,\n      trackingId,\n      data: {eventName},\n    };\n\n    LoggerProxy.info('Requesting real-time assistance', loggerContext);\n\n    this.metricsManager.timeEvent([\n      METRIC_EVENT_NAMES.AI_ASSISTANT_GET_REAL_TIME_ASSISTANCE_SUCCESS,\n      METRIC_EVENT_NAMES.AI_ASSISTANT_GET_REAL_TIME_ASSISTANCE_FAILED,\n    ]);\n\n    try {\n      if (!this.aiFeature?.suggestedResponses?.enable) {\n        const {error: detailedError} = getErrorDetails(\n          new Error('SUGGESTED_RESPONSES_NOT_ENABLED'),\n          METHODS.GET_REAL_TIME_ASSISTANCE,\n          CC_FILE\n        );\n        throw detailedError;\n      }\n\n      const orgId = this.webex.credentials.getOrgId();\n\n      const response = await this.sendEvent(\n        agentId,\n        interactionId,\n        AIAssistantEventType.CUSTOM_EVENT,\n        eventName,\n        trimmedContext !== undefined ? {context: trimmedContext} : undefined,\n        languageCode,\n        trackingId\n      );\n\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.AI_ASSISTANT_GET_REAL_TIME_ASSISTANCE_SUCCESS,\n        {\n          agentId,\n          orgId,\n          interactionId,\n          eventName,\n          trackingId,\n          context,\n        },\n        ['operational']\n      );\n      LoggerProxy.log('Real-time assistance request succeeded', loggerContext);\n\n      return response;\n    } catch (error) {\n      LoggerProxy.error('Real-time assistance request failed', {...loggerContext, error});\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.AI_ASSISTANT_GET_REAL_TIME_ASSISTANCE_FAILED,\n        {\n          agentId,\n          interactionId,\n          trackingId,\n          eventName,\n          error: error instanceof Error ? error.message : String(error),\n        },\n        ['operational']\n      );\n\n      const {error: detailedError} = getErrorDetails(\n        error,\n        METHODS.GET_REAL_TIME_ASSISTANCE,\n        CC_FILE\n      );\n      throw detailedError;\n    }\n  }\n\n  /**\n   * Sends user action feedback for a real-time assistance adaptive card.\n   *\n   * @param params - Real-time assistance user action parameters\n   * @returns HTTP response body from the AI Assistant event API\n   * @public\n   */\n  public async sendRealTimeAssistanceUserAction(\n    params: RealTimeAssistanceUserActionParams\n  ): Promise<Record<string, unknown>> {\n    const {agentId, interactionId, adaptiveCardId, actionId} = params;\n    const actionType = 'Action.Submit';\n    const languageCode = params.languageCode ?? 'en';\n    const trackingId = `WX_CC_SDK_${uuidv4()}`;\n\n    const loggerContext = {\n      module: CC_FILE,\n      method: METHODS.SEND_REAL_TIME_ASSISTANCE_USER_ACTION,\n      interactionId,\n      trackingId,\n      data: {actionId, adaptiveCardId},\n    };\n\n    LoggerProxy.info('Sending real-time assistance user action', loggerContext);\n\n    this.metricsManager.timeEvent([\n      METRIC_EVENT_NAMES.AI_ASSISTANT_SEND_REAL_TIME_ASSISTANCE_USER_ACTION_SUCCESS,\n      METRIC_EVENT_NAMES.AI_ASSISTANT_SEND_REAL_TIME_ASSISTANCE_USER_ACTION_FAILED,\n    ]);\n\n    try {\n      if (!this.aiFeature?.suggestedResponses?.enable) {\n        const {error: detailedError} = getErrorDetails(\n          new Error('SUGGESTED_RESPONSES_NOT_ENABLED'),\n          METHODS.SEND_REAL_TIME_ASSISTANCE_USER_ACTION,\n          CC_FILE\n        );\n        throw detailedError;\n      }\n\n      const orgId = this.webex.credentials.getOrgId();\n      const response = await this.sendEvent(\n        agentId,\n        interactionId,\n        AIAssistantEventType.CUSTOM_EVENT,\n        AIAssistantEventName.SUGGESTED_RESPONSES_USER_ACTION,\n        {\n          adaptiveCardId,\n          userAction: {\n            actionType,\n            actionId,\n          },\n        },\n        languageCode,\n        trackingId\n      );\n\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.AI_ASSISTANT_SEND_REAL_TIME_ASSISTANCE_USER_ACTION_SUCCESS,\n        {\n          agentId,\n          orgId,\n          interactionId,\n          adaptiveCardId,\n          actionId,\n          trackingId,\n        },\n        ['operational']\n      );\n      LoggerProxy.log('Real-time assistance user action sent', loggerContext);\n\n      return response;\n    } catch (error) {\n      LoggerProxy.error('Real-time assistance user action failed', {...loggerContext, error});\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.AI_ASSISTANT_SEND_REAL_TIME_ASSISTANCE_USER_ACTION_FAILED,\n        {\n          agentId,\n          interactionId,\n          adaptiveCardId,\n          actionId,\n          trackingId,\n          error: error instanceof Error ? error.message : String(error),\n        },\n        ['operational']\n      );\n\n      const {error: detailedError} = getErrorDetails(\n        error,\n        METHODS.SEND_REAL_TIME_ASSISTANCE_USER_ACTION,\n        CC_FILE\n      );\n      throw detailedError;\n    }\n  }\n\n  /**\n   * Fetches historic transcripts for an interaction.\n   * This API is allowed only when real-time transcription feature is enabled.\n   *\n   * @param interactionId - interaction/conversation identifier\n   */\n  public async fetchHistoricTranscripts(\n    agentId: string,\n    interactionId: string\n  ): Promise<HistoricTranscriptsResponse> {\n    LoggerProxy.info('Fetching historic transcripts', {\n      module: CC_FILE,\n      method: METHODS.FETCH_HISTORIC_TRANSCRIPTS,\n      interactionId,\n    });\n    this.metricsManager.timeEvent([\n      METRIC_EVENT_NAMES.AI_ASSISTANT_FETCH_HISTORIC_TRANSCRIPTS_SUCCESS,\n      METRIC_EVENT_NAMES.AI_ASSISTANT_FETCH_HISTORIC_TRANSCRIPTS_FAILED,\n    ]);\n    if (!this.aiFeature?.realtimeTranscripts?.enable) {\n      const {error: detailedError} = getErrorDetails(\n        new Error('REAL_TIME_TRANSCRIPTION_NOT_ENABLED'),\n        METHODS.FETCH_HISTORIC_TRANSCRIPTS,\n        CC_FILE\n      );\n      throw detailedError;\n    }\n\n    if (\n      !this.isValidTranscriptIdentifier(agentId) ||\n      !this.isValidTranscriptIdentifier(interactionId)\n    ) {\n      const {error: detailedError} = getErrorDetails(\n        new Error('INVALID_AGENT_ID_OR_INTERACTION_ID'),\n        METHODS.FETCH_HISTORIC_TRANSCRIPTS,\n        CC_FILE\n      );\n      throw detailedError;\n    }\n\n    try {\n      const baseUrl = this.getBaseUrl();\n      const orgId = this.webex.credentials.getOrgId();\n      const response = (await this.webex.request({\n        uri: `${baseUrl}${AI_ASSISTANT_API_URLS.TRANSCRIPTS_LIST}`,\n        method: HTTP_METHODS.POST,\n        addAuthHeader: true,\n        body: {\n          agentId,\n          orgId,\n          interactionId,\n        },\n      })) as IHttpResponse;\n\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.AI_ASSISTANT_FETCH_HISTORIC_TRANSCRIPTS_SUCCESS,\n        {agentId, orgId, interactionId},\n        ['operational']\n      );\n\n      return response.body as HistoricTranscriptsResponse;\n    } catch (error) {\n      this.metricsManager.trackEvent(\n        METRIC_EVENT_NAMES.AI_ASSISTANT_FETCH_HISTORIC_TRANSCRIPTS_FAILED,\n        {\n          interactionId,\n          error: error instanceof Error ? error.message : String(error),\n        },\n        ['operational']\n      );\n\n      if (error instanceof Error) {\n        throw error;\n      }\n      const {error: detailedError} = getErrorDetails(\n        error,\n        METHODS.FETCH_HISTORIC_TRANSCRIPTS,\n        CC_FILE\n      );\n      throw detailedError;\n    }\n  }\n}\n\nexport default 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