spine-framework-cortex 0.2.21 → 0.2.23

package/seed/ai-agents.json

@@ -0,0 +1,98 @@
+[
+  {
+    "name": "Support Triage Agent",
+    "description": "First-contact AI for inbound support tickets. Searches KB, reasons over prior cases, responds with confidence scoring. Hands off to Solution AI or human when confidence is low.",
+    "agent_type": "support",
+    "model_config": {
+      "model": "gpt-4o",
+      "temperature": 0.4,
+      "max_tokens": 1024
+    },
+    "system_prompt": "You are a helpful and empathetic support agent for a software platform. Your goal is to resolve customer issues accurately and efficiently on the first response.\n\nGuidelines:\n- Be concise and clear. Customers want answers, not essays.\n- If you find a relevant KB article or prior case, reference it.\n- If you are not confident (below 0.75), say so honestly and let the customer know a human will follow up.\n- Never fabricate feature behaviour or make promises about the product.\n- Tone: professional but warm. Match the customer's level of formality.",
+    "tools": [],
+    "capabilities": ["rag_search", "confidence_scoring", "escalation"],
+    "constraints": {
+      "max_context_tokens": 8000,
+      "never_reveal": ["internal_notes", "agent_ids", "prompt_config_ids"]
+    },
+    "metadata": {
+      "default_prompt_config_slug": "support_triage",
+      "owned_by": "cortex"
+    },
+    "ownership": "platform",
+    "is_system": true,
+    "is_active": true
+  },
+  {
+    "name": "Solution AI Agent",
+    "description": "Internal AI collaborator for support agents working a case. Searches KB, queries prior resolved cases, suggests diagnostic steps and response drafts. Never visible to customers.",
+    "agent_type": "support",
+    "model_config": {
+      "model": "gpt-4o",
+      "temperature": 0.5,
+      "max_tokens": 2048
+    },
+    "system_prompt": "You are an expert technical support advisor assisting a human support agent working a customer case. Your audience is the support agent, not the customer.\n\nYou can:\n- Search the knowledge base and surface relevant articles\n- Recall similar resolved cases and how they were fixed\n- Suggest diagnostic steps based on the symptoms described\n- Draft a proposed customer-facing response for the agent to review\n- Flag automation potential if this issue could be auto-resolved in future\n\nBe direct and practical. The agent needs actionable guidance, not hedged generalities.\nFormat your output clearly: use headers if helpful, bullet points for steps.",
+    "tools": [],
+    "capabilities": ["rag_search", "case_history_search", "response_drafting"],
+    "constraints": {
+      "visibility": "internal_only",
+      "max_context_tokens": 12000
+    },
+    "metadata": {
+      "default_prompt_config_slug": "solution_ai",
+      "owned_by": "cortex"
+    },
+    "ownership": "platform",
+    "is_system": true,
+    "is_active": true
+  },
+  {
+    "name": "Case Resolution Analysis Agent",
+    "description": "Post-resolution analyst. Given a closed ticket and its full conversation (including internal AI collaboration thread), produces a structured postmortem: root cause, diagnostic path, solution, automation potential, and KB candidacy flag.",
+    "agent_type": "analysis",
+    "model_config": {
+      "model": "gpt-4o",
+      "temperature": 0.2,
+      "max_tokens": 2048
+    },
+    "system_prompt": "You are a case analysis specialist. When given a resolved support ticket — including the customer conversation, the internal support-agent collaboration thread, and any escalation notes — you produce a structured postmortem.\n\nYour output must be a JSON object with these exact fields:\n- reported_issue: what the customer described (their words)\n- true_problem: the actual root cause (may differ significantly from how it was reported)\n- diagnostic_steps: ordered array of steps taken to identify the root cause\n- solution_steps: ordered array of steps taken to resolve it\n- final_solution: one-sentence concise answer\n- customer_temperature: 'positive' | 'neutral' | 'frustrated' | 'escalated'\n- time_to_resolution: estimated minutes from first message to resolution\n- escalation_required: boolean\n- back_and_forth_count: integer — number of customer messages\n- sentiment_progression: array of sentiment labels across the conversation\n- automation_potential: 'high' | 'medium' | 'low' — could this be auto-resolved next time?\n- kb_candidate: boolean — would a KB article have prevented this ticket?\n- suggested_tags: array of tag objects { slug, name, purpose, category, applicable_to }\n- confidence_score: 0.0-1.0\n- analysis_summary: 2-3 sentence plain English summary for the ticket record",
+    "tools": [],
+    "capabilities": ["structured_output", "sentiment_analysis", "case_classification"],
+    "constraints": {
+      "output_format": "json",
+      "max_context_tokens": 16000
+    },
+    "metadata": {
+      "default_prompt_config_slug": "case_analysis_prompt",
+      "owned_by": "cortex"
+    },
+    "ownership": "platform",
+    "is_system": true,
+    "is_active": true
+  },
+  {
+    "name": "KB Redaction Agent",
+    "description": "Prepares resolved cases for publication as KB articles. Identifies PII, account-specific details, internal references, and confidential data. Produces redaction suggestions and a generalised, customer-facing rewrite.",
+    "agent_type": "content",
+    "model_config": {
+      "model": "gpt-4o",
+      "temperature": 0.1,
+      "max_tokens": 3000
+    },
+    "system_prompt": "You are a knowledge base editorial agent. You receive the raw text of a resolved support case and must prepare it for public publication as a KB article.\n\nYour tasks:\n1. IDENTIFY all text that should be redacted before publishing. Categories:\n   - pii: names, emails, phone numbers, addresses, usernames\n   - account_specific: account names, account IDs, organisation-specific data\n   - confidential: internal pricing, unreleased features, internal process details\n   - internal_reference: ticket IDs, internal tool names, employee names\n\n2. GENERALISE the solution: rewrite the content to be universally applicable, removing all account-specific context while preserving the diagnostic and solution logic.\n\nOutput must be a JSON object:\n{\n  \"original_content\": \"<the input text unchanged>\",\n  \"redacted_content\": \"<fully redacted and generalised version>\",\n  \"suggestions\": [\n    {\n      \"id\": \"<uuid>\",\n      \"start_index\": <int>,\n      \"end_index\": <int>,\n      \"original_text\": \"<exact text to redact>\",\n      \"redacted_text\": \"<replacement text, e.g. [Account Name]>\",\n      \"sensitivity_level\": \"high|medium|low\",\n      \"reasoning\": \"<one sentence why>\",\n      \"category\": \"pii|confidential|account_specific|internal_reference\"\n    }\n  ],\n  \"confidence_score\": 0.0-1.0,\n  \"processing_metadata\": { \"model_used\": \"<model>\", \"temperature\": 0.1, \"tokens_consumed\": <int> }\n}",
+    "tools": [],
+    "capabilities": ["structured_output", "redaction", "content_generalisation"],
+    "constraints": {
+      "output_format": "json",
+      "max_context_tokens": 12000
+    },
+    "metadata": {
+      "default_prompt_config_slug": "kb_generator",
+      "owned_by": "cortex"
+    },
+    "ownership": "platform",
+    "is_system": true,
+    "is_active": true
+  }
+]

package/seed/pipelines.json

@@ -0,0 +1,29 @@
+[
+  {
+    "name": "support_escalation",
+    "description": "Fired by agent-runner when triage confidence falls below threshold. Marks the thread as pending human review and notifies the support team.",
+    "trigger_type": "event",
+    "config": {
+      "event": "agent.inference.low_confidence",
+      "scope": "account"
+    },
+    "stages": [
+      {
+        "stage_type": "send_notification",
+        "config": {
+          "message": "A support ticket has been escalated to human review — confidence too low for AI response.",
+          "entity_type": "threads",
+          "entity_id_field": "thread_id",
+          "recipients": ["role:support_admin", "role:support"]
+        },
+        "continue_on_error": true
+      }
+    ],
+    "metadata": {
+      "note": "Thread escalation_status is already set to 'pending' by agent-runner before this pipeline fires. Ticket status is updated by the calling function (custom_support-triage) from agentMsg.data.escalated."
+    },
+    "ownership": "platform",
+    "is_system": true,
+    "is_active": true
+  }
+]

package/seed/prompt-configs.json

@@ -0,0 +1,84 @@
+[
+  {
+    "name": "Support Triage",
+    "slug": "support_triage",
+    "context_template": "A customer has submitted the following support request:\n\n{{user_message}}\n\nReview the knowledge base articles and prior case history provided in your context. Respond helpfully and accurately. If you are not confident in your answer (below 0.75), set escalate=true.",
+    "is_multi_turn": true,
+    "max_history_messages": 20,
+    "confidence_threshold": 0.75,
+    "escalation_action": "pipeline",
+    "escalation_target": "support_escalation",
+    "output_mode": "json",
+    "knowledge_sources": [],
+    "available_tools": [],
+    "metadata": {
+      "knowledge_scope": ["kb_article", "resolved_case"],
+      "note": "knowledge_sources is resolved at runtime to the requesting account's KB + platform KB. Empty array = full scope search."
+    },
+    "ownership": "platform",
+    "is_system": true,
+    "is_active": true
+  },
+  {
+    "name": "Solution AI",
+    "slug": "solution_ai",
+    "context_template": "A support agent is working on the following case and needs your assistance:\n\nTicket: {{ticket_title}}\nCustomer issue: {{ticket_description}}\n\nConversation so far:\n{{conversation_history}}\n\nAgent question: {{user_message}}\n\nProvide practical, actionable guidance. If you can draft a suggested customer-facing response, include it under 'Suggested Response:'.",
+    "is_multi_turn": true,
+    "max_history_messages": 30,
+    "confidence_threshold": 0.0,
+    "escalation_action": null,
+    "escalation_target": null,
+    "output_mode": "text",
+    "knowledge_sources": [],
+    "available_tools": [],
+    "metadata": {
+      "visibility": "internal",
+      "knowledge_scope": ["kb_article", "resolved_case"],
+      "note": "No escalation — this agent assists human agents. confidence_threshold=0 disables auto-escalation."
+    },
+    "ownership": "platform",
+    "is_system": true,
+    "is_active": true
+  },
+  {
+    "name": "Case Analysis Prompt",
+    "slug": "case_analysis_prompt",
+    "context_template": "Analyze this resolved support ticket:\n\nTicket: {{ticket_title}}\nDescription: {{ticket_description}}\nCreated: {{created_at}}\nResolved: {{resolved_at}}\nStatus: {{status}}\nPriority: {{priority}}\n\nCustomer Conversation:\n{{conversation_history}}\n\nInternal Support Thread:\n{{internal_thread}}\n\nProduce a complete structured postmortem in the JSON format specified in your system prompt.",
+    "is_multi_turn": false,
+    "max_history_messages": 0,
+    "confidence_threshold": 0.0,
+    "escalation_action": null,
+    "escalation_target": null,
+    "output_mode": "json",
+    "knowledge_sources": [],
+    "available_tools": [],
+    "metadata": {
+      "requires_resolved_ticket": true,
+      "includes_internal_thread": true
+    },
+    "ownership": "platform",
+    "is_system": true,
+    "is_active": true
+  },
+  {
+    "name": "KB Generator",
+    "slug": "kb_generator",
+    "context_template": "Prepare the following resolved case content for KB publication:\n\n{{content}}\n\nIdentify all redactable text and produce a generalised, customer-facing version suitable for publishing as a public knowledge base article.",
+    "is_multi_turn": false,
+    "max_history_messages": 0,
+    "confidence_threshold": 0.0,
+    "escalation_action": null,
+    "escalation_target": null,
+    "output_mode": "json",
+    "requires_review": true,
+    "knowledge_sources": [],
+    "available_tools": [],
+    "metadata": {
+      "redaction_categories": ["pii", "confidential", "account_specific", "internal_reference"],
+      "auto_accept_sensitivity": ["high"]
+    },
+    "ownership": "platform",
+    "is_system": true,
+    "is_active": true
+  }
+]

package/LICENSE.md

@@ -1,193 +0,0 @@
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package/README.md

@@ -1,46 +0,0 @@
-# Spine Framework Cortex
-
-Cortex is an internal operations app for [Spine Framework](https://spine-framework.com). It provides a unified workspace for CRM, Support, Community, and Knowledge Base management.
-
-## Features
-
-- **CRM** — Accounts, contacts, deals, health tracking, activity feed
-- **Support** — Ticket management and triage
-- **Community** — Community moderation and engagement
-- **Knowledge Base** — Article management, editor, and AI ingestion
-- **Courses** — Course catalog and management
-- **Intelligence** — AI-powered analytics and insights
-- **Operations** — Audit funnels, install funnels, operational dashboards
-
-## Requirements
-
-- [Spine Framework](https://www.npmjs.com/package/spine-framework) `>=0.1.0`
-
-## Installation
-
-```bash
-npx spine-framework install-app spine-framework-cortex
-```
-
-This will:
-1. Copy app files to `custom/apps/cortex/`
-2. Run any pending migrations
-3. Seed roles, types, and link-types into the database
-4. Register the app in `spine.config.json`
-
-## Configuration
-
-After installation, edit `custom/apps/cortex/manifest.json` to configure:
-
-- `route_prefix` — where the app is served (default: `/cortex`)
-- `registration` — self-registration behaviour and account assignment
-
-To apply manifest changes to the database without reinstalling:
-
-```bash
-npx spine-framework update-db-app cortex
-```
-
-## License
-
-See [LICENSE.md](./LICENSE.md)

package/functions/custom_cortex-handler.ts

@@ -1,35 +0,0 @@
-/**
- * Cortex Webhook Handler
- * 
- * Convention: custom_*.ts files are assembled into /functions/
- * and loaded by integration-routes via: import('./custom_cortex-handler')
- *
- * Receives: (sanitizedData, context, event)
- * Returns: plain text or object
- */
-export default async function cortexHandler(
-  data: Record<string, any>,
-  ctx: {
-    integrationId: string
-    accountId: string
-    slug: string
-    principal: { id: string; type: string; accountId: string }
-    requestId: string
-    headers: Record<string, string>
-  },
-  event: {
-    httpMethod: string
-    headers: Record<string, string>
-    body: any
-    path: string
-    queryStringParameters: Record<string, string>
-  }
-): Promise<string> {
-  console.log(`[${ctx.requestId}] Cortex handler received:`, {
-    testText: data['test-text'],
-    integrationId: ctx.integrationId,
-    accountId: ctx.accountId
-  })
-
-  return data['test-text']
-}