spine-framework-cortex 0.1.18 → 0.2.0

package/functions/custom_support-triage.ts

@@ -1,649 +0,0 @@
-import { createHandler } from './_shared/middleware'
-import { adminDb } from './_shared/db'
-import { resolveTypeIds, resolveAccountId, resolveAgentId, resolvePromptConfigId } from './_shared/resolve-ids'
-
-async function resolveIds() {
-  const [types, kbPlatformAccountId, triageAgentId, promptConfigId] = await Promise.all([
-    resolveTypeIds([
-      { kind: 'item', slug: 'support_ticket' },
-      { kind: 'thread', slug: 'thread' },
-      { kind: 'message', slug: 'message' },
-    ]),
-    resolveAccountId('spine-system'),
-    resolveAgentId('Support Triage Agent'),
-    resolvePromptConfigId('support_triage_config'),
-  ])
-  return {
-    SUPPORT_TICKET_TYPE_ID: types['item/support_ticket'],
-    THREAD_TYPE_ID: types['thread/thread'],
-    MESSAGE_TYPE_ID: types['message/message'],
-    KB_PLATFORM_ACCOUNT_ID: kbPlatformAccountId,
-    TRIAGE_AGENT_ID: triageAgentId,
-    PROMPT_CONFIG_ID: promptConfigId,
-  }
-}
-
-/**
- * Custom Support Triage Handler
- *
- * Two actions:
- *   POST ?action=new_ticket  — first message: creates ticket + thread + messages, runs AI
- *   POST ?action=reply       — follow-up message on existing ticket: posts message, runs AI
- *
- * No direct DB access from custom code — all writes go through admin-data API or
- * adminDb (service-role) where the API is not available in server context.
- *
- * AI response schema (enforced via response_format: json_object):
- * {
- *   public_response: string,
- *   confidence: number (0-1),
- *   confidence_reasoning: string,
- *   escalate: boolean,
- *   escalation_reason: 'low_confidence' | 'none',
- *   sources_used: Array<{ type, id, title, relevance }>,
- *   suggested_title: string   (turn 1 only)
- * }
- */
-
-// ─── CONSTANTS ────────────────────────────────────────────────────────────────
-
-const CONFIDENCE_THRESHOLD = 0.75
-
-// ─── TYPES ────────────────────────────────────────────────────────────────────
-
-interface TriageEnvelope {
-  public_response: string
-  confidence: number
-  confidence_reasoning: string
-  escalate: boolean
-  escalation_reason: 'low_confidence' | 'none'
-  sources_used: Array<{ type: string; id: string; title: string; relevance: number }>
-  suggested_title?: string
-}
-
-interface TriageResult {
-  ticketId: string
-  threadId: string
-  publicMessageId: string
-  internalMessageId: string
-  public_response: string
-  confidence: number
-  escalated: boolean
-  escalation_reason: string
-  suggested_title?: string
-}
-
-// ─── HELPERS ──────────────────────────────────────────────────────────────────
-
-async function getConversationHistory(threadId: string): Promise<any[]> {
-  const { data: msgs, error } = await adminDb
-    .from('messages')
-    .select('content, direction, data, created_at')
-    .eq('thread_id', threadId)
-    .eq('visibility', 'public')
-    .order('created_at', { ascending: true })
-    .limit(20)
-  if (error) return []
-  return msgs || []
-}
-
-type ResolvedIds = Awaited<ReturnType<typeof resolveIds>>
-
-async function searchKB(query: string, accountId: string, ids: ResolvedIds): Promise<any[]> {
-  // Search embeddings scoped to: (1) client's own KB articles, and (2) platform-wide KB articles
-  // Exclude restricted items that belong to a different account
-  const accountIds = [accountId]
-  if (accountId !== ids.KB_PLATFORM_ACCOUNT_ID) {
-    accountIds.push(ids.KB_PLATFORM_ACCOUNT_ID)
-  }
-
-  const { data: results, error } = await adminDb
-    .from('embeddings')
-    .select('document_id, content, metadata, account_id')
-    .in('account_id', accountIds)
-    .eq('metadata->>item_type', 'kb_article')
-    .eq('metadata->>vector_type', 'semantic')
-    .textSearch('content', query, { type: 'websearch', config: 'english' })
-    .limit(8)
-
-  if (error) return []
-
-  // For cross-account (platform) results, filter out restricted items
-  const filtered = (results || []).filter((r: any) => {
-    if (r.account_id === accountId) return true
-    return r.metadata?.security_level !== 'restricted'
-  })
-
-  return filtered.slice(0, 5)
-}
-
-async function getPriorTickets(accountId: string, personId: string, ids: ResolvedIds): Promise<any[]> {
-  const { data: tickets, error } = await adminDb
-    .from('items')
-    .select('id, title, description, created_at')
-    .eq('type_id', ids.SUPPORT_TICKET_TYPE_ID)
-    .eq('account_id', accountId)
-    .eq('created_by', personId)
-    .order('created_at', { ascending: false })
-    .limit(5)
-  if (error) return []
-  return tickets || []
-}
-
-async function callOpenAI(
-  systemPrompt: string,
-  messages: Array<{ role: 'user' | 'assistant' | 'system'; content: string }>,
-  model: string,
-  temperature: number
-): Promise<{ envelope: TriageEnvelope; latency_ms: number; token_usage: any }> {
-  const apiKey = process.env.OPENAI_API_KEY || process.env.LLM_API_KEY
-  const baseUrl = process.env.OPENAI_BASE_URL || 'https://api.openai.com/v1'
-  const startTime = Date.now()
-
-  if (!apiKey) {
-    const mockEnvelope: TriageEnvelope = {
-      public_response: '[Mock] No OPENAI_API_KEY set. This is a mock AI response for local development.',
-      confidence: 0.85,
-      confidence_reasoning: 'Mock response — no API key configured.',
-      escalate: false,
-      escalation_reason: 'none',
-      sources_used: [],
-      suggested_title: 'Mock Support Ticket'
-    }
-    return { envelope: mockEnvelope, latency_ms: 0, token_usage: { prompt_tokens: 0, completion_tokens: 0, total_tokens: 0 } }
-  }
-
-  const res = await fetch(`${baseUrl}/chat/completions`, {
-    method: 'POST',
-    headers: { 'Content-Type': 'application/json', Authorization: `Bearer ${apiKey}` },
-    body: JSON.stringify({
-      model,
-      temperature,
-      response_format: { type: 'json_object' },
-      messages: [{ role: 'system', content: systemPrompt }, ...messages],
-    }),
-  })
-
-  if (!res.ok) {
-    const err = await res.text()
-    throw new Error(`OpenAI error ${res.status}: ${err.slice(0, 200)}`)
-  }
-
-  const result: any = await res.json()
-  const raw = result.choices?.[0]?.message?.content || '{}'
-  let envelope: TriageEnvelope
-
-  try {
-    envelope = JSON.parse(raw)
-    if (typeof envelope.public_response !== 'string') throw new Error('missing public_response')
-    if (typeof envelope.confidence !== 'number') throw new Error('missing confidence')
-  } catch (parseErr: any) {
-    envelope = {
-      public_response: "We're looking into this and will have a human response shortly.",
-      confidence: 0,
-      confidence_reasoning: `Parse failure: ${parseErr.message}. Raw: ${raw.slice(0, 200)}`,
-      escalate: true,
-      escalation_reason: 'low_confidence',
-      sources_used: [],
-    }
-  }
-
-  return {
-    envelope,
-    latency_ms: Date.now() - startTime,
-    token_usage: result.usage || {},
-  }
-}
-
-function buildSystemPrompt(
-  agentSystemPrompt: string,
-  contextTemplate: string,
-  kbSources: any[],
-  priorTickets: any[],
-  history: any[]
-): string {
-  let prompt = agentSystemPrompt + '\n\n'
-  prompt += contextTemplate + '\n\n'
-
-  if (kbSources.length > 0) {
-    prompt += '## Knowledge Base Articles\n'
-    kbSources.forEach((doc, i) => {
-      prompt += `[KB${i + 1}] ${doc.content?.slice(0, 500)}\n`
-    })
-    prompt += '\n'
-  }
-
-  if (priorTickets.length > 0) {
-    prompt += "## Customer's Prior Tickets\n"
-    priorTickets.forEach((t) => {
-      prompt += `- ${t.title}: ${t.description?.slice(0, 200) || 'No description'}\n`
-    })
-    prompt += '\n'
-  }
-
-  if (history.length > 0) {
-    prompt += '## Conversation So Far\n'
-    history.forEach((m) => {
-      const role = m.direction === 'inbound' ? 'Customer' : 'Assistant'
-      prompt += `${role}: ${m.content}\n`
-    })
-    prompt += '\n'
-  }
-
-  prompt += `\nYou MUST respond with a single valid JSON object matching EXACTLY this schema. No markdown, no code fences, no extra text:\n`
-  prompt += `{
-  "public_response": "<your response to the customer>",
-  "confidence": <0.0-1.0>,
-  "confidence_reasoning": "<one sentence explaining your confidence score>",
-  "escalate": <true|false>,
-  "escalation_reason": "<low_confidence|none>",
-  "sources_used": [{"type": "kb_article|prior_ticket", "id": "<id>", "title": "<title>", "relevance": <0.0-1.0>}],
-  "suggested_title": "<3-8 word case title — ONLY include on the first turn>"
-}`
-
-  return prompt
-}
-
-// ─── SCHEMA LOADER ──────────────────────────────────────────────────────────
-
-async function loadTypeSchemas(ids: ResolvedIds) {
-  const { data: types } = await adminDb
-    .from('types')
-    .select('id, design_schema, validation_schema')
-    .in('id', [ids.SUPPORT_TICKET_TYPE_ID, ids.THREAD_TYPE_ID, ids.MESSAGE_TYPE_ID])
-  const byId = Object.fromEntries((types || []).map((t: any) => [t.id, t]))
-  return {
-    ticketSchema: byId[ids.SUPPORT_TICKET_TYPE_ID]?.design_schema || {},
-    ticketValidation: byId[ids.SUPPORT_TICKET_TYPE_ID]?.validation_schema || {},
-    threadSchema: byId[ids.THREAD_TYPE_ID]?.design_schema || {},
-    threadValidation: byId[ids.THREAD_TYPE_ID]?.validation_schema || {},
-    messageSchema: byId[ids.MESSAGE_TYPE_ID]?.design_schema || {},
-    messageValidation: byId[ids.MESSAGE_TYPE_ID]?.validation_schema || {},
-  }
-}
-
-// ─── ACTION: NEW TICKET ───────────────────────────────────────────────────────
-
-async function handleNewTicket(ctx: any, body: any): Promise<TriageResult> {
-  const { message } = body
-  const account_id = ctx.accountId as string
-  const person_id = ctx.principal?.id as string
-  if (!message) throw new Error('message is required')
-  if (!account_id || !person_id) throw new Error('User context (account + person) required')
-
-  const ids = await resolveIds()
-
-  // Load agent + prompt config + type schemas
-  const [{ data: agent }, { data: promptConfig }, schemas] = await Promise.all([
-    adminDb.from('ai_agents').select('*').eq('id', ids.TRIAGE_AGENT_ID).single(),
-    adminDb.from('prompt_configs').select('*').eq('id', ids.PROMPT_CONFIG_ID).single(),
-    loadTypeSchemas(ids),
-  ])
-  if (!agent || !promptConfig) throw new Error('Triage agent configuration not found')
-
-  const modelConfig = agent.model_config || {}
-  const model = modelConfig.model || process.env.LLM_DEFAULT_MODEL || 'gpt-4o'
-  const temperature = modelConfig.temperature ?? 0.7
-
-  // CALL A: Run AI (before ticket exists — no history yet)
-  const kbSources = await searchKB(message, account_id, ids)
-  const priorTickets = await getPriorTickets(account_id, person_id, ids)
-  const systemPrompt = buildSystemPrompt(
-    agent.system_prompt,
-    promptConfig.context_template.replace('{{user_message}}', message),
-    kbSources,
-    priorTickets,
-    []
-  )
-
-  const promptMessages = [{ role: 'user' as const, content: message }]
-  const { envelope, latency_ms, token_usage } = await callOpenAI(systemPrompt, promptMessages, model, temperature)
-
-  const escalate = envelope.escalate || envelope.confidence < (promptConfig.confidence_threshold || CONFIDENCE_THRESHOLD)
-  const suggestedTitle = envelope.suggested_title || message.slice(0, 80)
-
-  // CALL A continued: Create ticket via adminDb
-  const { data: ticket, error: ticketError } = await adminDb
-    .from('items')
-    .insert({
-      type_id: ids.SUPPORT_TICKET_TYPE_ID,
-      account_id,
-      created_by: person_id,
-      title: suggestedTitle,
-      description: message,
-      status: escalate ? 'human_assigned' : 'ai_responding',
-      design_schema: schemas.ticketSchema,
-      validation_schema: schemas.ticketValidation,
-      data: {
-        status: escalate ? 'human_assigned' : 'ai_responding',
-        aim_triage_agent_id: ids.TRIAGE_AGENT_ID,
-        aim_confidence_threshold: promptConfig.confidence_threshold || CONFIDENCE_THRESHOLD,
-        aim_confidence_at_response: envelope.confidence,
-        aim_escalation_reason: escalate ? envelope.escalation_reason : 'none',
-      },
-    })
-    .select('id')
-    .single()
-
-  if (ticketError || !ticket) throw new Error(`Failed to create ticket: ${ticketError?.message}`)
-  const ticketId = ticket.id
-
-  // Create external thread with agent routing in data
-  const { data: thread, error: threadError } = await adminDb
-    .from('threads')
-    .insert({
-      type_id: ids.THREAD_TYPE_ID,
-      account_id,
-      target_type: 'items',
-      target_id: ticketId,
-      visibility: 'external',
-      status: 'active',
-      design_schema: schemas.threadSchema,
-      validation_schema: schemas.threadValidation,
-      data: {
-        agent_id: ids.TRIAGE_AGENT_ID,
-        prompt_config_id: ids.PROMPT_CONFIG_ID,
-      },
-    })
-    .select('id')
-    .single()
-
-  if (threadError || !thread) throw new Error(`Failed to create thread: ${threadError?.message}`)
-  const threadId = thread.id
-
-  // Post customer's inbound message (public)
-  const nextSeq = 1
-  const { data: customerMsg, error: custMsgErr } = await adminDb
-    .from('messages')
-    .insert({
-      type_id: ids.MESSAGE_TYPE_ID,
-      thread_id: threadId,
-      account_id,
-      person_id,
-      content: message,
-      direction: 'inbound',
-      visibility: 'public',
-      sequence: nextSeq,
-      design_schema: schemas.messageSchema,
-      validation_schema: schemas.messageValidation,
-      data: { message_type: 'human' },
-    })
-    .select('id')
-    .single()
-
-  if (custMsgErr || !customerMsg) throw new Error(`Failed to save customer message: ${custMsgErr?.message}`)
-
-  // Post AI public response (outbound, public)
-  const publicContent = escalate
-    ? "We're looking into this and will have a human response shortly."
-    : envelope.public_response
-
-  const { data: publicMsg, error: pubMsgErr } = await adminDb
-    .from('messages')
-    .insert({
-      type_id: ids.MESSAGE_TYPE_ID,
-      thread_id: threadId,
-      account_id,
-      content: publicContent,
-      direction: 'outbound',
-      visibility: 'public',
-      sequence: nextSeq + 1,
-      design_schema: schemas.messageSchema,
-      validation_schema: schemas.messageValidation,
-      data: {
-        message_type: 'agent',
-        agent_id: ids.TRIAGE_AGENT_ID,
-        confidence: envelope.confidence,
-        escalated: escalate,
-      },
-    })
-    .select('id')
-    .single()
-
-  if (pubMsgErr || !publicMsg) throw new Error(`Failed to save public AI message: ${pubMsgErr?.message}`)
-
-  // Post internal AI note (outbound, internal) — full audit data
-  const internalPayload = {
-    turn: 1,
-    prompt_sent: [{ role: 'system', content: systemPrompt }, ...promptMessages],
-    kb_sources_retrieved: kbSources.map((s) => ({ id: s.document_id, content: s.content?.slice(0, 100), relevance: null })),
-    prior_tickets_retrieved: priorTickets.map((t) => ({ id: t.id, title: t.title })),
-    ai_raw_response: envelope,
-    confidence: envelope.confidence,
-    confidence_reasoning: envelope.confidence_reasoning,
-    escalation_decision: escalate ? envelope.escalation_reason : 'none',
-    model,
-    temperature,
-    latency_ms,
-    token_usage,
-    suggested_title: suggestedTitle,
-  }
-
-  const { data: internalMsg, error: intMsgErr } = await adminDb
-    .from('messages')
-    .insert({
-      type_id: ids.MESSAGE_TYPE_ID,
-      thread_id: threadId,
-      account_id,
-      content: `[AI Internal] Turn 1 — Confidence: ${envelope.confidence.toFixed(2)} — ${envelope.confidence_reasoning}`,
-      direction: 'outbound',
-      visibility: 'internal',
-      sequence: nextSeq + 2,
-      design_schema: schemas.messageSchema,
-      validation_schema: schemas.messageValidation,
-      data: {
-        message_type: 'agent_internal',
-        ai_internal: internalPayload,
-      },
-    })
-    .select('id')
-    .single()
-
-  if (intMsgErr || !internalMsg) throw new Error(`Failed to save internal AI message: ${intMsgErr?.message}`)
-
-  return {
-    ticketId,
-    threadId,
-    publicMessageId: publicMsg.id,
-    internalMessageId: internalMsg.id,
-    public_response: publicContent,
-    confidence: envelope.confidence,
-    escalated: escalate,
-    escalation_reason: escalate ? envelope.escalation_reason : 'none',
-    suggested_title: suggestedTitle,
-  }
-}
-
-// ─── ACTION: REPLY (multi-turn) ───────────────────────────────────────────────
-
-async function handleReply(ctx: any, body: any): Promise<TriageResult> {
-  const { message, thread_id, ticket_id } = body
-  const account_id = ctx.accountId as string
-  const person_id = ctx.principal?.id as string
-  if (!message || !thread_id || !ticket_id) throw new Error('message, thread_id, and ticket_id are required')
-  if (!account_id || !person_id) throw new Error('User context (account + person) required')
-
-  const ids = await resolveIds()
-
-  // Load agent + prompt config + type schemas
-  const [{ data: agent }, { data: promptConfig }, schemas] = await Promise.all([
-    adminDb.from('ai_agents').select('*').eq('id', ids.TRIAGE_AGENT_ID).single(),
-    adminDb.from('prompt_configs').select('*').eq('id', ids.PROMPT_CONFIG_ID).single(),
-    loadTypeSchemas(ids),
-  ])
-  if (!agent || !promptConfig) throw new Error('Triage agent configuration not found')
-
-  const modelConfig = agent.model_config || {}
-  const model = modelConfig.model || process.env.LLM_DEFAULT_MODEL || 'gpt-4o'
-  const temperature = modelConfig.temperature ?? 0.7
-
-  // Load existing conversation history (public messages only)
-  const history = await getConversationHistory(thread_id)
-  const turnNumber = history.filter((m) => m.direction === 'inbound').length + 1
-
-  // Get current message count for sequencing
-  const { count: msgCount } = await adminDb
-    .from('messages')
-    .select('id', { count: 'exact', head: true })
-    .eq('thread_id', thread_id)
-  const nextSeq = (msgCount || 0) + 1
-
-  // Post customer message first (so it shows immediately)
-  const { data: customerMsg, error: custMsgErr } = await adminDb
-    .from('messages')
-    .insert({
-      type_id: ids.MESSAGE_TYPE_ID,
-      thread_id,
-      account_id,
-      person_id,
-      content: message,
-      direction: 'inbound',
-      visibility: 'public',
-      sequence: nextSeq,
-      design_schema: schemas.messageSchema,
-      validation_schema: schemas.messageValidation,
-      data: { message_type: 'human' },
-    })
-    .select('id')
-    .single()
-
-  if (custMsgErr || !customerMsg) throw new Error(`Failed to save customer message: ${custMsgErr?.message}`)
-
-  // Run AI with full history context
-  const kbSources = await searchKB(message, account_id, ids)
-  const priorTickets = await getPriorTickets(account_id, person_id, ids)
-  const systemPrompt = buildSystemPrompt(
-    agent.system_prompt,
-    promptConfig.context_template.replace('{{user_message}}', message),
-    kbSources,
-    priorTickets,
-    history
-  )
-
-  const promptMessages: Array<{ role: 'user' | 'assistant'; content: string }> = [
-    ...history.map((m) => ({
-      role: (m.direction === 'inbound' ? 'user' : 'assistant') as 'user' | 'assistant',
-      content: m.content,
-    })),
-    { role: 'user', content: message },
-  ]
-
-  const { envelope, latency_ms, token_usage } = await callOpenAI(systemPrompt, promptMessages, model, temperature)
-
-  const escalate = envelope.escalate || envelope.confidence < (promptConfig.confidence_threshold || CONFIDENCE_THRESHOLD)
-  const publicContent = escalate
-    ? "We're looking into this and will have a human response shortly."
-    : envelope.public_response
-
-  // Post AI public response
-  const { data: publicMsg, error: pubMsgErr } = await adminDb
-    .from('messages')
-    .insert({
-      type_id: ids.MESSAGE_TYPE_ID,
-      thread_id,
-      account_id,
-      content: publicContent,
-      direction: 'outbound',
-      visibility: 'public',
-      sequence: nextSeq + 1,
-      design_schema: schemas.messageSchema,
-      validation_schema: schemas.messageValidation,
-      data: {
-        message_type: 'agent',
-        agent_id: ids.TRIAGE_AGENT_ID,
-        confidence: envelope.confidence,
-        escalated: escalate,
-      },
-    })
-    .select('id')
-    .single()
-
-  if (pubMsgErr || !publicMsg) throw new Error(`Failed to save public AI message: ${pubMsgErr?.message}`)
-
-  // Post internal note
-  const internalPayload = {
-    turn: turnNumber,
-    prompt_sent: [{ role: 'system', content: systemPrompt }, ...promptMessages],
-    kb_sources_retrieved: kbSources.map((s) => ({ id: s.document_id, content: s.content?.slice(0, 100), relevance: null })),
-    prior_tickets_retrieved: priorTickets.map((t) => ({ id: t.id, title: t.title })),
-    ai_raw_response: envelope,
-    confidence: envelope.confidence,
-    confidence_reasoning: envelope.confidence_reasoning,
-    escalation_decision: escalate ? envelope.escalation_reason : 'none',
-    model,
-    temperature,
-    latency_ms,
-    token_usage,
-  }
-
-  const { data: internalMsg, error: intMsgErr } = await adminDb
-    .from('messages')
-    .insert({
-      type_id: ids.MESSAGE_TYPE_ID,
-      thread_id,
-      account_id,
-      content: `[AI Internal] Turn ${turnNumber} — Confidence: ${envelope.confidence.toFixed(2)} — ${envelope.confidence_reasoning}`,
-      direction: 'outbound',
-      visibility: 'internal',
-      sequence: nextSeq + 2,
-      design_schema: schemas.messageSchema,
-      validation_schema: schemas.messageValidation,
-      data: {
-        message_type: 'agent_internal',
-        ai_internal: internalPayload,
-      },
-    })
-    .select('id')
-    .single()
-
-  if (intMsgErr || !internalMsg) throw new Error(`Failed to save internal AI message: ${intMsgErr?.message}`)
-
-  // Update ticket status if escalated
-  if (escalate) {
-    const { data: currentTicket } = await adminDb
-      .from('items')
-      .select('data')
-      .eq('id', ticket_id)
-      .single()
-
-    await adminDb
-      .from('items')
-      .update({
-        status: 'human_assigned',
-        data: {
-          ...(currentTicket?.data || {}),
-          status: 'human_assigned',
-          aim_confidence_at_response: envelope.confidence,
-          aim_escalation_reason: envelope.escalation_reason,
-        },
-        updated_at: new Date().toISOString(),
-      })
-      .eq('id', ticket_id)
-  }
-
-  return {
-    ticketId: ticket_id,
-    threadId: thread_id,
-    publicMessageId: publicMsg.id,
-    internalMessageId: internalMsg.id,
-    public_response: publicContent,
-    confidence: envelope.confidence,
-    escalated: escalate,
-    escalation_reason: escalate ? envelope.escalation_reason : 'none',
-  }
-}
-
-// ─── HANDLER ──────────────────────────────────────────────────────────────────
-
-export const handler = createHandler(async (ctx, body) => {
-  const action = ctx.query?.action
-
-  switch (action) {
-    case 'new_ticket':
-      return await handleNewTicket(ctx, body)
-    case 'reply':
-      return await handleReply(ctx, body)
-    default:
-      throw new Error(`Unknown action: ${action}. Use 'new_ticket' or 'reply'.`)
-  }
-})