elevenlabs-webhook-nodejs 1.0.0

package/src/modules/webhooks/elevenlabs.service.ts

@@ -0,0 +1,565 @@
+import logger from '../../utils/logger';
+import Agent, { IAgent } from '../agents/agent.model';
+import Tenant from '../tenants/tenant.model';
+import Call from '../calls/call.model';
+import type { CallStatus } from '../calls/call.model';
+import { createAIService } from '../../services/ai';
+import whatsappService from '../../services/whatsapp.service';
+import { logCallCharge } from '../billing/billing.service';
+import WhatsAppSession from '../whatsapp/whatsapp-session.model';
+import AppointmentValidationBatch from '../appointment-validation/appointment-validation.model';
+import { recalcStats as recalcValidationStats } from '../appointment-validation/appointment-validation.service';
+import { ElevenLabsWebhookPayload, TranscriptEntry, AISummaryResult } from '../../types';
+import Lead from '../leads/lead.model';
+import OpenAI from 'openai';
+import config from '../../config';
+
+// ─── Defaults (used when agent DB fields are empty) ────────────
+
+const DEFAULT_SUMMARY_PROMPT = `Sen bir telefon gorusmesi analiz asistanisin. Asagidaki transkripti analiz et ve JSON formatinda Turkce ozet cikar.
+
+KURALLAR:
+- Yanitini YALNIZCA gecerli JSON olarak ver, baska hicbir sey yazma.
+- Markdown, backtick, aciklama veya ek metin ekleme.
+- Bir alan icin anlamli veri yoksa, o alani JSON'a DAHIL ETME.
+- Kisa ve net ol. Her alan en fazla 1-2 cumle olsun.
+
+JSON SEMASI:
+{
+  "arayan": "Arayanin ismi, eger kendini tanittiysa",
+  "amac": "Aramanin amaci",
+  "talep": "Spesifik talep detayi",
+  "durum": "Gorusme sonucu, 1-2 cumle",
+  "aksiyon": "Takip aksiyonu varsa"
+}
+
+Transkript:
+{transcript}`;
+
+const LABELLING_PROMPT = `Sen bir saglik kliniginin telefon gorusmelerini analiz eden uzman bir asistansin.
+Asagidaki transkripti dikkatle oku. ODAK NOKTASI: Hastanin (arayanin) talep ve niyetini anla. Asistanin verdigi cevaplari degil, HASTANIN ne istedigini, ne sordugunu, ne talep ettigini analiz et.
+
+KURALLAR:
+- Yanitini YALNIZCA gecerli JSON olarak ver. Baska hicbir sey yazma (markdown, backtick, aciklama yok).
+- Tum metin alanlari Turkce olmali.
+- null yerine bos string kullanma — bilinmeyen degerler icin null yaz.
+- Kategoriyi HASTANIN TALEBINE gore sec, asistanin cevabina gore degil.
+
+JSON SEMASI:
+{
+  "sentiment": "positive | neutral | negative",
+  "categories": ["asagidaki listeden en uygun TEK kategoriyi sec"],
+  "lead": {
+    "name": "Arayanin ismi (kendini tanittiysa, tanitmadiysa null)",
+    "service_of_interest": "Hastanin sordugu/ilgilendigi spesifik hizmet veya tedavi (burun estetigi, dis beyazlatma, sac ekimi vb. — genel soruylaysa null)",
+    "summary": "Hastanin talebi ve gorusme sonucu: hasta ne istedi/sordu, sonuc ne oldu (1-2 cumle)"
+  }
+}
+
+KATEGORI TANIMLARI — hastanin asil talebine gore sec:
+- appointment_inquiry: Hasta randevu almak, degistirmek veya iptal etmek istiyor; muayene/tedavi icin gun/saat soruyor; "ne zaman gelebilirim" tarzi sorular
+- callback_required: Hasta bir konuda geri donus bekliyor; asistan "sizi ararız/bilgi veririz" demis; hasta "doktor beni arasin" demis; henuz sonuclanan bir islem yok
+- other: Hastanin talebi yukaridaki kategorilere uymuyor — fiyat sorusu, genel bilgi, adres/ulasim, tesekkur, yanlislikla arama vb.
+
+SENTIMENT — hastanin tavrini ve gorusmenin sonucunu birlikte degerlendir:
+- positive: Hasta memnun ayrildi, istedigini aldi, randevu kesinlesti, sorulari cevaplandi
+- neutral: Standart bilgi alis-verisi, hasta ne memnun ne memnuniyetsiz
+- negative: Hasta sikayetci, kizgin, istedigini alamadi, gorusme olumsuz sonuclandi
+
+Transkript:
+{transcript}`;
+
+const DEFAULT_WHATSAPP_TEMPLATE = `\u{1F464} {arayan} | \u{1F4CC} {amac} | \u{1F5D3} {talep} | \u{1F4CB} {durum} | \u{1F9ED} {aksiyon}`;
+
+/**
+ * Map ElevenLabs status to our CallStatus enum.
+ */
+function mapElevenLabsStatus(elStatus: string | undefined): CallStatus {
+  switch (elStatus) {
+    case 'done':
+      return 'completed';
+    case 'failed':
+    case 'error':
+      return 'failed';
+    case 'no-answer':
+    case 'no_answer':
+    case 'busy':
+      return 'no_answer';
+    case 'voicemail':
+      return 'voicemail';
+    default:
+      return 'completed';
+  }
+}
+
+/**
+ * Post-call processing pipeline.
+ * Strategy-driven: reads from agent.post_call_processing to decide what to do.
+ */
+
+export async function processWebhook(payload: ElevenLabsWebhookPayload): Promise<void> {
+  const { data } = payload;
+
+  logger.info('Processing webhook — full payload', {
+    type: payload.type,
+    conversation_id: data.conversation_id,
+    agent_id: data.agent_id,
+    status: data.status,
+    metadata: data.metadata,
+    analysis: data.analysis,
+    transcript_length: data.transcript?.length,
+    payload_keys: Object.keys(data),
+  });
+
+  if (payload.type !== 'post_call_transcription') {
+    logger.info('Skipping non-transcription webhook', { type: payload.type });
+    return;
+  }
+
+  // 1. Look up agent by elevenlabs_agent_id
+  const agent = await Agent.findOne({ elevenlabs_agent_id: data.agent_id });
+  if (!agent) {
+    logger.warn('No agent found for elevenlabs_agent_id, skipping', {
+      elevenlabs_agent_id: data.agent_id
+    });
+    return;
+  }
+
+  // 1b. Skip WhatsApp agent conversations — tracked in WhatsAppSession/WhatsAppMessage
+  const isWhatsAppAgent = await WhatsAppSession.exists({
+    elevenlabs_conversation_id: data.conversation_id,
+  });
+  if (isWhatsAppAgent) {
+    logger.info('Skipping webhook for WhatsApp agent conversation', {
+      conversation_id: data.conversation_id,
+      agent_id: data.agent_id,
+    });
+    return;
+  }
+
+  // 1c. Update appointment validation batch if this call belongs to one
+  // Retry lookup — conversation_id may not be saved yet if call was very short
+  let valBatch = await AppointmentValidationBatch.findOne({
+    'entries.conversation_id': data.conversation_id,
+  });
+  if (!valBatch) {
+    // Wait 3s and retry — covers race where webhook arrives before dispatchCalls saves conversation_id
+    await new Promise(resolve => setTimeout(resolve, 3000));
+    valBatch = await AppointmentValidationBatch.findOne({
+      'entries.conversation_id': data.conversation_id,
+    });
+  }
+  logger.info('Appointment validation batch lookup', {
+    conversation_id: data.conversation_id,
+    found: !!valBatch,
+    batchId: valBatch?._id || null,
+  });
+  if (valBatch) {
+    const entry = valBatch.entries.find(e => e.conversation_id === data.conversation_id);
+    if (entry) {
+      const s = (data.status || '').toLowerCase();
+      const termReason = (data.metadata?.termination_reason || '').toLowerCase();
+      logger.info('Appointment validation post-call webhook', {
+        batchId: valBatch._id,
+        conversationId: data.conversation_id,
+        elStatus: data.status,
+        terminationReason: data.metadata?.termination_reason,
+        hasValidationResult: !!entry.validation_result,
+        currentCallStatus: entry.call_status,
+      });
+
+      // Build atomic $set for this entry
+      const setFields: Record<string, unknown> = {
+        'entries.$.call_duration_secs': data.metadata?.call_duration_secs || 0,
+        'entries.$.called_at': data.metadata?.start_time_unix_secs
+          ? new Date(data.metadata.start_time_unix_secs * 1000)
+          : new Date(),
+      };
+
+      // Detect voicemail from termination_reason (ElevenLabs sends status:"done" even for voicemail)
+      const isVoicemail = termReason.includes('voicemail');
+      const isNoAnswer = ['no-answer', 'no_answer', 'busy'].includes(s) || termReason.includes('no_answer') || termReason.includes('busy');
+
+      if (!entry.validation_result) {
+        if (isVoicemail) {
+          setFields['entries.$.call_status'] = 'voicemail';
+        } else if (isNoAnswer) {
+          setFields['entries.$.call_status'] = 'no_answer';
+        } else if (['failed', 'error'].includes(s)) {
+          setFields['entries.$.call_status'] = 'failed';
+        } else {
+          setFields['entries.$.call_status'] = 'completed';
+          setFields['entries.$.validation_result'] = 'unresolved';
+          setFields['entries.$.result_at'] = new Date();
+        }
+      } else {
+        setFields['entries.$.call_status'] = 'completed';
+      }
+
+      await AppointmentValidationBatch.updateOne(
+        { _id: valBatch._id, 'entries.conversation_id': data.conversation_id },
+        { $set: setFields },
+      );
+
+      // Recalc stats on fresh document
+      const refreshed = await AppointmentValidationBatch.findById(valBatch._id);
+      if (refreshed) {
+        recalcValidationStats(refreshed);
+        await refreshed.save();
+      }
+    }
+    // Continue to create Call record for billing
+  }
+
+  // 2. Build transcript string
+  const transcriptText = formatTranscript(data.transcript);
+
+  // 3. Save call record
+  const metadata = data.metadata;
+  const phoneCall = metadata?.phone_call;
+  const durationSecs = metadata?.call_duration_secs || 0;
+  const startUnix = metadata?.start_time_unix_secs;
+  const startTime = startUnix ? new Date(startUnix * 1000) : null;
+  const endTime = startUnix && durationSecs ? new Date((startUnix + durationSecs) * 1000) : null;
+
+  const call = await Call.create({
+    tenant_id: agent.tenant_id,
+    agent_id: agent._id,
+    campaign_id: null,
+    conversation_id: data.conversation_id,
+    direction: agent.direction === 'both' ? 'inbound' : agent.direction,
+    caller_number: String(phoneCall?.external_number || 'unknown'),
+    callee_number: agent.phone_number,
+    duration_seconds: durationSecs,
+    start_time: startTime,
+    end_time: endTime,
+    termination_reason: metadata?.termination_reason || null,
+    cost: metadata?.cost ?? null,
+    call_language: metadata?.main_language || null,
+    elevenlabs_status: data.status || null,
+    status: mapElevenLabsStatus(data.status),
+    transcript: transcriptText,
+    llm_summary: null,
+    survey_responses: null,
+    whatsapp_notification_sent: false,
+    recording_url: null,
+    analysis: data.analysis || null
+  });
+
+  logger.info('Call saved', { call_id: call._id, agent_id: agent._id });
+
+  // 4. Run post-call processing based on strategy
+  const { strategy } = agent.post_call_processing;
+
+  try {
+    if (strategy === 'none') {
+      logger.info('Strategy is none, skipping post-call processing');
+      return;
+    }
+
+    if (strategy === 'summarize' || strategy === 'summarize_and_extract') {
+      // Skip AI summarization for empty/too-short calls
+      const meaningfulMessages = data.transcript.filter(
+        t => t.role !== 'agent' && t.message?.trim()
+      );
+      if (durationSecs < 10 || meaningfulMessages.length === 0) {
+        logger.info('Skipping summarization — call too short or no caller messages', {
+          duration: durationSecs,
+          callerMessages: meaningfulMessages.length
+        });
+        call.llm_summary = JSON.stringify({ durum: 'Gorusme gerceklesmedi, arayan hemen kapatti' });
+      } else {
+        const summary = await runSummarize(agent, data.transcript, data.agent_id);
+        call.llm_summary = summary.summary;
+      }
+    }
+
+    if (strategy === 'extract_survey' || strategy === 'summarize_and_extract') {
+      const responses = await runExtractSurvey(agent, data.transcript, data.agent_id);
+      call.survey_responses = responses;
+    }
+
+    await call.save();
+
+    // 4b. Run labelling + lead extraction via OpenAI gpt-4o-mini (separate call)
+    if (call.transcript) {
+      runLabelling(call, agent.tenant_id).catch(err => {
+        logger.error('Labelling failed', { call_id: call._id, error: (err as Error).message });
+      });
+    }
+
+    // 5. Send WhatsApp notification if configured
+    // Skip for WhatsApp agent conversations (no real phone number)
+    if (agent.post_call_processing.whatsapp_notify && whatsappService.isReady && call.caller_number !== 'unknown' && call.direction !== 'outbound') {
+      await sendNotification(agent, call);
+    }
+  } catch (error) {
+    logger.error('Post-call processing failed', {
+      call_id: call._id,
+      error: (error as Error).message
+    });
+  }
+
+  // 6. Log billing event
+  try {
+    await logCallCharge(
+      agent.tenant_id.toString(),
+      call._id.toString(),
+      call.duration_seconds
+    );
+  } catch (error) {
+    logger.error('Billing charge logging failed', {
+      call_id: call._id,
+      error: (error as Error).message
+    });
+  }
+
+  logger.info('Webhook processing completed', { call_id: call._id });
+}
+
+function formatTranscript(transcript: TranscriptEntry[]): string {
+  const messages = transcript
+    .filter(entry => entry.message?.trim())
+    .map(entry => ({
+      role: entry.role === 'agent' ? 'agent' : 'user',
+      text: entry.message.trim(),
+    }));
+  return JSON.stringify(messages);
+}
+
+async function runSummarize(
+  agent: IAgent,
+  transcript: TranscriptEntry[],
+  elevenlabsAgentId: string
+): Promise<AISummaryResult> {
+  const aiService = createAIService(agent.post_call_processing.llm_provider);
+
+  const result = await aiService.generateSummary(transcript, {
+    agentId: elevenlabsAgentId,
+    language: agent.config.language || 'tr',
+    summaryPrompt: agent.post_call_processing.summary_prompt || DEFAULT_SUMMARY_PROMPT,
+    systemMessage: agent.post_call_processing.system_message || undefined
+  });
+
+  logger.info('Summary generated', { model: result.model });
+  return result;
+}
+
+async function runExtractSurvey(
+  agent: IAgent,
+  transcript: TranscriptEntry[],
+  elevenlabsAgentId: string
+): Promise<{ question_id: string; question_text: string; answer: string; parsed_value: unknown }[]> {
+  // For survey extraction we reuse the AI service with the agent's configured prompt
+  // The agentPrompts.json already has extraction prompts per agent
+  const aiService = createAIService(agent.post_call_processing.llm_provider);
+
+  const result = await aiService.generateSummary(transcript, {
+    agentId: elevenlabsAgentId,
+    language: agent.config.language || 'tr'
+  });
+
+  // Try to parse structured survey responses from the LLM output
+  try {
+    const parsed = JSON.parse(result.summary);
+    if (Array.isArray(parsed)) {
+      return parsed;
+    }
+  } catch {
+    // LLM returned non-JSON; wrap it as a single text response
+  }
+
+  return [{
+    question_id: 'raw',
+    question_text: 'Extracted response',
+    answer: result.summary,
+    parsed_value: null
+  }];
+}
+
+async function runLabelling(
+  call: InstanceType<typeof Call>,
+  tenantId: unknown
+): Promise<void> {
+  const openai = new OpenAI({ apiKey: config.ai.openai.apiKey });
+
+  // Parse transcript to readable format
+  let transcriptText: string;
+  try {
+    const msgs = JSON.parse(call.transcript!);
+    if (Array.isArray(msgs)) {
+      transcriptText = msgs
+        .filter((m: { text?: string }) => m.text?.trim())
+        .map((m: { role: string; text: string }) => {
+          const role = m.role === 'agent' ? 'Asistan' : 'Arayan';
+          return `${role}: ${m.text}`;
+        })
+        .join('\n');
+    } else {
+      transcriptText = call.transcript!;
+    }
+  } catch {
+    transcriptText = call.transcript!;
+  }
+
+  const prompt = LABELLING_PROMPT.replace('{transcript}', transcriptText);
+
+  const response = await openai.chat.completions.create({
+    model: 'gpt-5.4-mini',
+    messages: [
+      { role: 'system', content: 'Sen bir telefon gorusmesi analiz asistanisin. Yanitini YALNIZCA gecerli JSON olarak ver.' },
+      { role: 'user', content: prompt },
+    ],
+    max_completion_tokens: 500,
+    temperature: 0.3,
+  });
+
+  const content = response.choices[0].message.content || '';
+
+  try {
+    const parsed = JSON.parse(content);
+    const update: Record<string, unknown> = {};
+    if (['positive', 'neutral', 'negative'].includes(parsed.sentiment)) {
+      update.sentiment = parsed.sentiment;
+    }
+    const cats = Array.isArray(parsed.categories) && parsed.categories.length > 0 ? parsed.categories : ['other'];
+    update.categories = cats;
+    if (Object.keys(update).length > 0) {
+      await Call.updateOne({ _id: call._id }, { $set: update });
+    }
+    if (parsed.lead) {
+      try {
+        await Lead.create({
+          tenant_id: tenantId,
+          source_type: 'call',
+          source_id: call._id,
+          name: parsed.lead.name || null,
+          phone: call.caller_number,
+          service_of_interest: parsed.lead.service_of_interest || null,
+          channel: 'phone',
+          categories: cats,
+          summary: parsed.lead.summary || null,
+        });
+        logger.info('Lead created from call', { call_id: call._id, phone: call.caller_number });
+      } catch (err: unknown) {
+        const code = (err as { code?: number }).code;
+        if (code === 11000) {
+          logger.info('Lead already exists for call', { call_id: call._id });
+        } else {
+          throw err;
+        }
+      }
+    }
+    logger.info('Call labelling completed', { call_id: call._id, sentiment: update.sentiment, categories: update.categories });
+  } catch {
+    logger.warn('Failed to parse labelling response', { call_id: call._id, content });
+  }
+}
+
+const GLOBAL_MANAGER_PHONES = [
+  '+905413346074',
+  '+905352622048'
+];
+
+async function sendNotification(agent: IAgent, call: InstanceType<typeof Call>): Promise<void> {
+  try {
+    const tenant = await Tenant.findById(agent.tenant_id);
+    const allTenantRecipients = tenant?.settings?.notification_recipients || [];
+    const globalManagerSet = new Set(GLOBAL_MANAGER_PHONES);
+    const tenantRecipients = allTenantRecipients.filter(p => !globalManagerSet.has(p));
+    const globalManagers = GLOBAL_MANAGER_PHONES;
+
+    if (tenantRecipients.length === 0 && globalManagers.length === 0) {
+      logger.info('No notification recipients configured for tenant', {
+        tenant_id: agent.tenant_id,
+        call_id: call._id
+      });
+      return;
+    }
+
+    const callerNumber = call.caller_number || 'Bilinmiyor';
+    const rawSummary = call.llm_summary || 'Detay yok';
+
+    // Try to parse JSON summary for structured field replacements
+    let summaryFields: Record<string, string> = {};
+    let summaryText = rawSummary;
+    try {
+      const parsed = JSON.parse(rawSummary);
+      if (parsed && typeof parsed === 'object' && !Array.isArray(parsed)) {
+        // Flatten all values to strings — nested objects get JSON-stringified, nulls skipped
+        for (const [k, v] of Object.entries(parsed)) {
+          if (v == null) continue;
+          if (typeof v === 'object') {
+            summaryFields[k] = JSON.stringify(v);
+          } else {
+            summaryFields[k] = String(v);
+          }
+        }
+        // Build a flat readable fallback for {summary}
+        summaryText = Object.entries(summaryFields)
+          .filter(([, v]) => v)
+          .map(([k, v]) => `${k}: ${v}`)
+          .join(' | ');
+      }
+    } catch {
+      // Not JSON, use raw text
+    }
+
+    // Build call_summary using agent's whatsapp_message_template or backend default
+    const template = agent.post_call_processing.whatsapp_message_template || DEFAULT_WHATSAPP_TEMPLATE;
+    let callSummary: string;
+
+    if (template) {
+      const durationMin = Math.round((call.duration_seconds || 0) / 60);
+      const dateStr = call.createdAt ? new Date(call.createdAt).toLocaleString('tr-TR') : '';
+      callSummary = template
+        .replace(/\{summary\}/g, summaryText)
+        .replace(/\{duration\}/g, `${durationMin} dk`)
+        .replace(/\{date\}/g, dateStr);
+      // Replace any JSON summary fields e.g. {konu}, {talep}, {sonuc}
+      for (const [key, val] of Object.entries(summaryFields)) {
+        callSummary = callSummary.replace(new RegExp(`\\{${key}\\}`, 'g'), val);
+      }
+      // Remove unreplaced {variable} placeholders not found in summary JSON
+      callSummary = callSummary
+        .replace(/\{[\w]+\}/g, '')
+        .split(/[|\n]/)
+        .map(s => s.trim())
+        .filter(s => s && /\w/.test(s))
+        .join(' | ');
+    } else {
+      callSummary = summaryText;
+    }
+
+    // Twilio content variables: single-line, max 1024 chars
+    callSummary = callSummary.replace(/[\r\n]+/g, ' ').replace(/\s{2,}/g, ' ').trim().substring(0, 1024);
+    const sanitizedCaller = callerNumber.substring(0, 100);
+
+    // Send to tenant's own recipients (no tenant name needed)
+    const tenantResults = tenantRecipients.length > 0
+      ? await whatsappService.sendToNumbers(tenantRecipients, { caller_number: sanitizedCaller, call_summary: callSummary })
+      : [];
+
+    // Send to global managers with [TenantName] prefix
+    const managerSummary = tenant?.name ? `[${tenant.name}] ${callSummary}`.substring(0, 1024) : callSummary;
+    const managerResults = globalManagers.length > 0
+      ? await whatsappService.sendToNumbers(globalManagers, { caller_number: sanitizedCaller, call_summary: managerSummary })
+      : [];
+
+    const results = [...tenantResults, ...managerResults];
+    call.whatsapp_notification_sent = results.some(r => !r.error);
+    await call.save();
+
+    logger.info('Notifications sent', {
+      call_id: call._id,
+      tenant_id: agent.tenant_id,
+      total: results.length,
+      successful: results.filter(r => !r.error).length
+    });
+  } catch (error) {
+    logger.error('Notification failed', {
+      call_id: call._id,
+      error: (error as Error).message
+    });
+  }
+}