catalist-support-agent 1.0.0

package/dist/errors.js

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+/**
+ * Support Agent Error Hierarchy
+ *
+ * Custom error classes for the Support AI Agent SDK.
+ * Enables type-safe error handling, consistent error codes,
+ * and better recovery strategies.
+ *
+ * Error Categories:
+ * - IntakeError: Message reception and normalization failures
+ * - AnalysisError: Intent/sentiment/entity extraction failures
+ * - KnowledgeError: Customer/product data retrieval failures
+ * - GenerationError: Response generation failures
+ * - DeliveryError: Message delivery failures
+ * - EscalationError: Human escalation failures
+ * - BrandComplianceError: Brand rule violations
+ */
+// =============================================================================
+// Base Error Class
+// =============================================================================
+/**
+ * Base error class for all support agent errors
+ */
+export class SupportAgentError extends Error {
+    code;
+    context;
+    timestamp;
+    recoverable;
+    conversationId;
+    messageId;
+    constructor(message, code, options) {
+        super(message, { cause: options?.cause });
+        this.name = 'SupportAgentError';
+        this.code = code;
+        this.context = options?.context;
+        this.timestamp = new Date();
+        this.recoverable = options?.recoverable ?? false;
+        this.conversationId = options?.conversationId;
+        this.messageId = options?.messageId;
+        // Ensure proper prototype chain for instanceof checks
+        Object.setPrototypeOf(this, SupportAgentError.prototype);
+    }
+    /**
+     * Serialize error for logging and storage
+     */
+    toJSON() {
+        return {
+            name: this.name,
+            message: this.message,
+            code: this.code,
+            context: this.context,
+            timestamp: this.timestamp.toISOString(),
+            recoverable: this.recoverable,
+            conversationId: this.conversationId,
+            messageId: this.messageId,
+            stack: this.stack,
+            cause: this.cause instanceof Error ? this.cause.message : this.cause,
+        };
+    }
+}
+// =============================================================================
+// Intake Errors
+// =============================================================================
+/**
+ * Error during message intake (webhook reception, parsing, normalization)
+ */
+export class IntakeError extends SupportAgentError {
+    channel;
+    stage;
+    constructor(message, channel, stage, options) {
+        super(message, 'INTAKE_ERROR', {
+            context: { ...options?.context, channel, stage },
+            recoverable: stage === 'webhook', // Webhook errors can be retried
+            cause: options?.cause,
+            conversationId: options?.conversationId,
+            messageId: options?.messageId,
+        });
+        this.name = 'IntakeError';
+        this.channel = channel;
+        this.stage = stage;
+        Object.setPrototypeOf(this, IntakeError.prototype);
+    }
+}
+/**
+ * Error when webhook signature validation fails
+ */
+export class WebhookValidationError extends IntakeError {
+    constructor(channel, options) {
+        super(`Invalid webhook signature for ${channel}`, channel, 'validation', {
+            ...options,
+            context: { ...options?.context, securityEvent: true },
+        });
+        this.name = 'WebhookValidationError';
+        Object.setPrototypeOf(this, WebhookValidationError.prototype);
+    }
+}
+/**
+ * Error when a duplicate message is detected
+ */
+export class DuplicateMessageError extends IntakeError {
+    originalMessageId;
+    constructor(channel, originalMessageId, options) {
+        super(`Duplicate message detected: ${originalMessageId}`, channel, 'deduplication', {
+            context: { ...options?.context, originalMessageId },
+        });
+        this.name = 'DuplicateMessageError';
+        this.originalMessageId = originalMessageId;
+        Object.setPrototypeOf(this, DuplicateMessageError.prototype);
+    }
+}
+// =============================================================================
+// Analysis Errors
+// =============================================================================
+/**
+ * Error during message analysis (intent, sentiment, entities)
+ */
+export class AnalysisError extends SupportAgentError {
+    analysisType;
+    constructor(message, analysisType, options) {
+        super(message, 'ANALYSIS_ERROR', {
+            context: { ...options?.context, analysisType },
+            recoverable: true, // Analysis can be retried
+            cause: options?.cause,
+            conversationId: options?.conversationId,
+            messageId: options?.messageId,
+        });
+        this.name = 'AnalysisError';
+        this.analysisType = analysisType;
+        Object.setPrototypeOf(this, AnalysisError.prototype);
+    }
+}
+/**
+ * Error when intent classification fails or returns low confidence
+ */
+export class IntentClassificationError extends AnalysisError {
+    confidence;
+    constructor(message, confidence, options) {
+        super(message, 'intent', {
+            ...options,
+            context: { ...options?.context, confidence },
+        });
+        this.name = 'IntentClassificationError';
+        this.confidence = confidence;
+        Object.setPrototypeOf(this, IntentClassificationError.prototype);
+    }
+}
+// =============================================================================
+// Knowledge Errors
+// =============================================================================
+/**
+ * Error during knowledge retrieval (customer data, products, policies)
+ */
+export class KnowledgeError extends SupportAgentError {
+    knowledgeType;
+    constructor(message, knowledgeType, options) {
+        super(message, 'KNOWLEDGE_ERROR', {
+            context: { ...options?.context, knowledgeType },
+            recoverable: true, // Knowledge retrieval can be retried
+            cause: options?.cause,
+            conversationId: options?.conversationId,
+            messageId: options?.messageId,
+        });
+        this.name = 'KnowledgeError';
+        this.knowledgeType = knowledgeType;
+        Object.setPrototypeOf(this, KnowledgeError.prototype);
+    }
+}
+/**
+ * Error when customer cannot be identified or found
+ */
+export class CustomerNotFoundError extends KnowledgeError {
+    identifiers;
+    constructor(identifiers, options) {
+        super('Customer not found with provided identifiers', 'customer', {
+            ...options,
+            context: { ...options?.context, identifiers },
+        });
+        this.name = 'CustomerNotFoundError';
+        this.identifiers = identifiers;
+        Object.setPrototypeOf(this, CustomerNotFoundError.prototype);
+    }
+}
+// =============================================================================
+// Generation Errors
+// =============================================================================
+/**
+ * Error during response generation
+ */
+export class GenerationError extends SupportAgentError {
+    stage;
+    constructor(message, stage, options) {
+        super(message, 'GENERATION_ERROR', {
+            context: { ...options?.context, stage },
+            recoverable: true, // Generation can be retried
+            cause: options?.cause,
+            conversationId: options?.conversationId,
+            messageId: options?.messageId,
+        });
+        this.name = 'GenerationError';
+        this.stage = stage;
+        Object.setPrototypeOf(this, GenerationError.prototype);
+    }
+}
+/**
+ * Error when response quality check fails
+ */
+export class ResponseQualityError extends GenerationError {
+    qualityScore;
+    issues;
+    constructor(qualityScore, issues, options) {
+        super(`Response failed quality check (score: ${qualityScore})`, 'post_processing', {
+            ...options,
+            context: { ...options?.context, qualityScore, issues },
+        });
+        this.name = 'ResponseQualityError';
+        this.qualityScore = qualityScore;
+        this.issues = issues;
+        Object.setPrototypeOf(this, ResponseQualityError.prototype);
+    }
+}
+/**
+ * Error during message delivery
+ */
+export class DeliveryError extends SupportAgentError {
+    channel;
+    deliveryStage;
+    constructor(message, channel, deliveryStage, options) {
+        super(message, 'DELIVERY_ERROR', {
+            context: { ...options?.context, channel, deliveryStage },
+            recoverable: options?.recoverable ?? true, // Most delivery errors can be retried
+            cause: options?.cause,
+            conversationId: options?.conversationId,
+            messageId: options?.messageId,
+        });
+        this.name = 'DeliveryError';
+        this.channel = channel;
+        this.deliveryStage = deliveryStage;
+        Object.setPrototypeOf(this, DeliveryError.prototype);
+    }
+}
+/**
+ * Error when message bounces or permanently fails
+ */
+export class PermanentDeliveryFailure extends DeliveryError {
+    failureReason;
+    constructor(channel, failureReason, options) {
+        super(`Permanent delivery failure: ${failureReason}`, channel, 'confirmation', {
+            ...options,
+            context: { ...options?.context, failureReason },
+            recoverable: false, // Permanent failures cannot be retried
+        });
+        this.name = 'PermanentDeliveryFailure';
+        this.failureReason = failureReason;
+        Object.setPrototypeOf(this, PermanentDeliveryFailure.prototype);
+    }
+}
+/**
+ * Error during escalation to human agents
+ */
+export class EscalationError extends SupportAgentError {
+    escalationChannel;
+    constructor(message, options) {
+        super(message, 'ESCALATION_ERROR', {
+            context: { ...options?.context, channel: options?.channel },
+            recoverable: true, // Escalation can be retried on different channel
+            cause: options?.cause,
+            conversationId: options?.conversationId,
+            messageId: options?.messageId,
+        });
+        this.name = 'EscalationError';
+        this.escalationChannel = options?.channel;
+        Object.setPrototypeOf(this, EscalationError.prototype);
+    }
+}
+/**
+ * Error when ALL escalation channels have failed
+ * Not recoverable via retry - requires fallback handling
+ */
+export class AllEscalationChannelsFailedError extends SupportAgentError {
+    channelErrors;
+    escalationId;
+    constructor(channelErrors, options) {
+        super('All escalation channels failed', 'ALL_ESCALATION_CHANNELS_FAILED', {
+            context: { ...options?.context, channelErrors, escalationId: options?.escalationId },
+            recoverable: false, // All channels failed
+            conversationId: options?.conversationId,
+            messageId: options?.messageId,
+        });
+        this.name = 'AllEscalationChannelsFailedError';
+        this.channelErrors = channelErrors;
+        this.escalationId = options?.escalationId;
+        Object.setPrototypeOf(this, AllEscalationChannelsFailedError.prototype);
+    }
+    getSummary() {
+        return this.channelErrors.map((e) => `${e.channel}: ${e.error}`).join('; ');
+    }
+}
+// =============================================================================
+// Brand Compliance Errors
+// =============================================================================
+/**
+ * Error when brand compliance rules are violated
+ * These errors ALWAYS require escalation - never recoverable by retry
+ */
+export class BrandComplianceError extends SupportAgentError {
+    violationType;
+    detectedTerms;
+    complianceScore;
+    constructor(message, violationType, options) {
+        super(message, 'BRAND_COMPLIANCE_ERROR', {
+            context: {
+                ...options?.context,
+                violationType,
+                detectedTerms: options?.detectedTerms,
+                complianceScore: options?.complianceScore,
+            },
+            recoverable: false, // Brand compliance errors require human intervention
+            conversationId: options?.conversationId,
+            messageId: options?.messageId,
+        });
+        this.name = 'BrandComplianceError';
+        this.violationType = violationType;
+        this.detectedTerms = options?.detectedTerms;
+        this.complianceScore = options?.complianceScore;
+        Object.setPrototypeOf(this, BrandComplianceError.prototype);
+    }
+}
+/**
+ * Error when forbidden terms are detected in incoming or outgoing messages
+ */
+export class ForbiddenTermsDetectedError extends BrandComplianceError {
+    terms;
+    source;
+    constructor(terms, source, options) {
+        super(`Forbidden terms detected in ${source}: ${terms.join(', ')}`, 'forbidden_term_detected', {
+            ...options,
+            detectedTerms: terms,
+            context: { ...options?.context, source },
+        });
+        this.name = 'ForbiddenTermsDetectedError';
+        this.terms = terms;
+        this.source = source;
+        Object.setPrototypeOf(this, ForbiddenTermsDetectedError.prototype);
+    }
+}
+// =============================================================================
+// Database Errors
+// =============================================================================
+/**
+ * Database operation errors
+ */
+export class DatabaseError extends SupportAgentError {
+    operation;
+    table;
+    constructor(message, operation, options) {
+        super(message, 'DATABASE_ERROR', {
+            context: { ...options?.context, operation, table: options?.table },
+            recoverable: true, // DB errors are often transient
+            cause: options?.cause,
+            conversationId: options?.conversationId,
+            messageId: options?.messageId,
+        });
+        this.name = 'DatabaseError';
+        this.operation = operation;
+        this.table = options?.table;
+        Object.setPrototypeOf(this, DatabaseError.prototype);
+    }
+}
+/**
+ * Error during embedding generation
+ */
+export class EmbeddingError extends SupportAgentError {
+    errorType;
+    constructor(message, errorType, options) {
+        super(message, 'EMBEDDING_ERROR', {
+            context: { ...options?.context, errorType },
+            recoverable: errorType === 'rate_limit' || errorType === 'timeout', // Rate limits and timeouts can be retried
+            cause: options?.cause,
+            conversationId: options?.conversationId,
+            messageId: options?.messageId,
+        });
+        this.name = 'EmbeddingError';
+        this.errorType = errorType;
+        Object.setPrototypeOf(this, EmbeddingError.prototype);
+    }
+}
+// =============================================================================
+// Timeout Errors
+// =============================================================================
+/**
+ * Operation timeout errors
+ */
+export class TimeoutError extends SupportAgentError {
+    operationType;
+    timeoutMs;
+    constructor(operationType, timeoutMs, options) {
+        super(`Operation timed out after ${timeoutMs}ms: ${operationType}`, 'TIMEOUT_ERROR', {
+            context: { ...options?.context, operationType, timeoutMs },
+            recoverable: true, // Timeouts can be retried
+            cause: options?.cause,
+            conversationId: options?.conversationId,
+            messageId: options?.messageId,
+        });
+        this.name = 'TimeoutError';
+        this.operationType = operationType;
+        this.timeoutMs = timeoutMs;
+        Object.setPrototypeOf(this, TimeoutError.prototype);
+    }
+}
+// =============================================================================
+// Type Guards
+// =============================================================================
+export function isSupportAgentError(error) {
+    return error instanceof SupportAgentError;
+}
+export function isIntakeError(error) {
+    return error instanceof IntakeError;
+}
+export function isAnalysisError(error) {
+    return error instanceof AnalysisError;
+}
+export function isKnowledgeError(error) {
+    return error instanceof KnowledgeError;
+}
+export function isGenerationError(error) {
+    return error instanceof GenerationError;
+}
+export function isDeliveryError(error) {
+    return error instanceof DeliveryError;
+}
+export function isEscalationError(error) {
+    return error instanceof EscalationError;
+}
+export function isBrandComplianceError(error) {
+    return error instanceof BrandComplianceError;
+}
+export function isDatabaseError(error) {
+    return error instanceof DatabaseError;
+}
+export function isTimeoutError(error) {
+    return error instanceof TimeoutError;
+}
+export function isEmbeddingError(error) {
+    return error instanceof EmbeddingError;
+}
+export function isRecoverableError(error) {
+    if (isSupportAgentError(error)) {
+        return error.recoverable;
+    }
+    return false;
+}
+// =============================================================================
+// Error Conversion Utilities
+// =============================================================================
+/**
+ * Convert unknown error to SupportAgentError
+ */
+export function toSupportAgentError(error, options) {
+    if (isSupportAgentError(error)) {
+        return error;
+    }
+    if (error instanceof Error) {
+        return new SupportAgentError(error.message, 'UNKNOWN_ERROR', {
+            cause: error,
+            recoverable: false,
+            conversationId: options?.conversationId,
+            messageId: options?.messageId,
+        });
+    }
+    return new SupportAgentError(String(error), 'UNKNOWN_ERROR', {
+        recoverable: false,
+        conversationId: options?.conversationId,
+        messageId: options?.messageId,
+    });
+}
+/**
+ * Extract error message from any error type
+ */
+export function getErrorMessage(error) {
+    if (error instanceof Error) {
+        return error.message;
+    }
+    return String(error);
+}
+/**
+ * Check if an error should trigger a retry
+ */
+export function shouldRetry(error, attemptCount, maxAttempts) {
+    if (attemptCount >= maxAttempts) {
+        return false;
+    }
+    if (isSupportAgentError(error)) {
+        return error.recoverable;
+    }
+    return false;
+}
+/**
+ * Check if an error requires immediate escalation
+ */
+export function requiresImmediateEscalation(error) {
+    if (isBrandComplianceError(error)) {
+        return true;
+    }
+    if (error instanceof AllEscalationChannelsFailedError) {
+        return true;
+    }
+    return false;
+}
+//# sourceMappingURL=errors.js.map

package/dist/errors.js.map

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package/dist/escalation/index.d.ts

@@ -0,0 +1,93 @@
+/**
+ * Escalation System Module
+ *
+ * Routes conversations requiring human attention:
+ * - Forbidden terms detection
+ * - Low confidence responses
+ * - Customer complaints
+ * - Explicit human requests
+ * - N-failure tracking
+ */
+import type { EscalationContext, EscalationResult, EscalationTrigger, EscalationSeverity, EscalationId, InboundMessage, AnalysisResult, GeneratedResponse, KnowledgeContext } from '../types.js';
+/**
+ * Determine if escalation is required based on analysis
+ */
+export declare function shouldEscalate(analysis: AnalysisResult): {
+    required: boolean;
+    trigger?: EscalationTrigger;
+    severity?: EscalationSeverity;
+    reasons: string[];
+};
+/**
+ * Check for explicit human assistance request
+ */
+export declare function containsHumanRequest(text: string): boolean;
+export declare class EscalationService {
+    private supabase;
+    constructor();
+    /**
+     * Create and route an escalation
+     */
+    escalate(context: EscalationContext): Promise<EscalationResult>;
+    /**
+     * Build context data for escalation record
+     */
+    private buildContextData;
+    /**
+     * Send notification via a specific channel
+     */
+    private notifyChannel;
+    /**
+     * Check if a channel is properly configured
+     */
+    private isChannelConfigured;
+    /**
+     * Build notification content
+     */
+    private buildNotificationContent;
+    /**
+     * Send email notification (placeholder - would use Postmark)
+     */
+    private sendEmailNotification;
+    /**
+     * Send SMS notification (placeholder - would use Twilio)
+     */
+    private sendSmsNotification;
+    /**
+     * Send Slack notification (placeholder - would use Slack API)
+     */
+    private sendSlackNotification;
+    /**
+     * Create database fallback when all notification channels fail
+     */
+    private createDatabaseFallback;
+    /**
+     * Track response attempt failures
+     */
+    trackResponseAttempt(conversationId: string, success: boolean, error?: string): Promise<{
+        shouldEscalate: boolean;
+        attemptCount: number;
+    }>;
+    /**
+     * Detect human takeover (human responded in escalated conversation)
+     */
+    detectHumanTakeover(conversationId: string): Promise<boolean>;
+    /**
+     * Resolve an escalation
+     */
+    resolveEscalation(escalationId: EscalationId, resolution: {
+        action: string;
+        notes?: string;
+        responderId: string;
+    }): Promise<void>;
+}
+export declare function getEscalationService(): EscalationService;
+/**
+ * Create and route an escalation
+ */
+export declare function escalateConversation(context: EscalationContext): Promise<EscalationResult>;
+/**
+ * Build escalation context from analysis
+ */
+export declare function buildEscalationContext(message: InboundMessage, analysis: AnalysisResult, knowledge: KnowledgeContext, trigger: EscalationTrigger, severity: EscalationSeverity, reason: string, attemptedResponses?: GeneratedResponse[]): EscalationContext;
+//# sourceMappingURL=index.d.ts.map

package/dist/escalation/index.d.ts.map

@@ -0,0 +1 @@
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