commit for the purpose of working on another machine

2026-08-18 00:17:13 +02:00 · 2026-07-19 13:37:11 -06:00
parent 4f2676adc0
commit ad01b5a64d
29 changed files with 1905 additions and 10 deletions
@@ -0,0 +1,137 @@
+import { TOPIC_GROUP_MAP, type ContactTopic, type ZammadClient } from './ZammadClient';
+import type { AiScreeningClient, ScreeningResult } from './AiScreeningClient';
+import { endOfWorkdayEasternIso } from './BusinessHours';
+
+const KB_GROUNDED_CATEGORIES = new Set(['donation', 'api_data', 'other', 'camera_correction', 'camera_report', 'local_group_request']);
+
+export interface ZammadActionPlan {
+  ticketAttribute: { ai_category: string };
+  tags: string[];
+  sharedDraft: { body: string; type: 'email'; internal: false } | null;
+  state: 'pending close' | null;
+  pendingTime: string | null;
+  noteBody: string;
+  priorityUpdate: '1 low' | '3 high' | null;
+  groupOverride: string | null;
+}
+
+export function planZammadActions(result: ScreeningResult): ZammadActionPlan {
+  const tags = ['ai-screened'];
+  for (const flag of result.risk_flags) tags.push(`risk:${flag}`);
+
+  if (result.ai_category === 'technical_bug') tags.push('technical-bug');
+  if (result.ai_category === 'camera_correction') tags.push('camera-correction');
+  if (result.ai_category === 'media_press') {
+    tags.push('media');
+    if (result.media_tier === 'big_media') tags.push('media-big');
+    if (result.media_tier === 'small_media') tags.push('media-small');
+  }
+  if (result.ai_category === 'legal') tags.push('legal');
+  if (KB_GROUNDED_CATEGORIES.has(result.ai_category) && result.kb_reference === 'none') {
+    tags.push('kb-gap');
+  }
+
+  const sharedDraft = result.suggested_action === 'draft_response'
+    ? { body: result.suggested_reply, type: 'email' as const, internal: false as const }
+    : null;
+
+  const priorityUpdate = result.suggested_action === 'escalate_urgent'
+    ? '3 high' as const
+    : (result.suggested_action === 'auto_delete' || result.suggested_action === 'scheduled_close')
+      ? '1 low' as const
+      : null;
+
+  // Sender may have picked the wrong topic on the form (e.g. contacted General Support by
+  // mistake) — route media inquiries to the Media group regardless of what they chose.
+  const groupOverride = result.ai_category === 'media_press' ? TOPIC_GROUP_MAP.media : null;
+
+  const isPendingClose = result.suggested_action === 'scheduled_close' || result.suggested_action === 'auto_delete';
+  const state = isPendingClose ? 'pending close' as const : null;
+  const pendingTime = isPendingClose ? endOfWorkdayEasternIso() : null;
+
+  return {
+    ticketAttribute: { ai_category: result.ai_category },
+    tags,
+    sharedDraft,
+    state,
+    pendingTime,
+    // Always populated (internal_note is required and non-empty per the schema) — even
+    // draft_response categories get a note now, so an agent reviewing a shared draft still
+    // gets a quick summary of the AI's reasoning without opening the compose box.
+    noteBody: result.internal_note,
+    priorityUpdate,
+    groupOverride,
+  };
+}
+
+export interface ScreenContactSubmissionInput {
+  ticketId: number;
+  topic: ContactTopic;
+  subject: string;
+  message: string;
+  senderEmailDomain: string;
+  // Recipient(s) for the shared draft reply. replyTo is the customer's address (used whenever
+  // there's nothing richer to reply-all to); replyCc carries any other correspondents on the
+  // ticket so the draft doesn't drop people who were already on the thread.
+  replyTo: string;
+  replyCc?: string;
+}
+
+export interface ScreenContactSubmissionDeps {
+  aiClient: AiScreeningClient;
+  zammadClient: ZammadClient;
+}
+
+export interface ScreenContactSubmissionResult {
+  result: ScreeningResult;
+  plan: ZammadActionPlan;
+  appliedTags: string[];
+  noteWritten: boolean;
+}
+
+export async function screenContactSubmission(
+  input: ScreenContactSubmissionInput,
+  deps: ScreenContactSubmissionDeps,
+): Promise<ScreenContactSubmissionResult> {
+  const result = await deps.aiClient.screen({
+    topic: input.topic,
+    subject: input.subject,
+    message: input.message,
+    senderEmailDomain: input.senderEmailDomain,
+  });
+
+  const plan = planZammadActions(result);
+
+  const ticketFields: Record<string, unknown> = { ai_category: plan.ticketAttribute.ai_category };
+  if (plan.priorityUpdate) ticketFields.priority = plan.priorityUpdate;
+  if (plan.state) ticketFields.state = plan.state;
+  if (plan.pendingTime) ticketFields.pending_time = plan.pendingTime;
+  if (plan.groupOverride) ticketFields.group = plan.groupOverride;
+  await deps.zammadClient.setTicketFields(input.ticketId, ticketFields);
+
+  const tags = [...plan.tags];
+  let noteBody = plan.noteBody
+    ? `🤖 AI Triage:\n\n${plan.noteBody}`
+    : null;
+
+  if (plan.sharedDraft) {
+    try {
+      await deps.zammadClient.upsertSharedDraft(input.ticketId, plan.sharedDraft.body, {
+        to: input.replyTo,
+        cc: input.replyCc,
+      });
+    } catch {
+      tags.push('draft-fallback');
+      noteBody = `🤖 AI-drafted reply (shared draft failed — unreviewed, edit/approve before sending):\n\n${plan.sharedDraft.body}` +
+        (plan.noteBody ? `\n\n---\n${plan.noteBody}` : '');
+    }
+  }
+
+  await Promise.all(tags.map(tag => deps.zammadClient.addTag(input.ticketId, tag)));
+
+  if (noteBody) {
+    await deps.zammadClient.addInternalNote(input.ticketId, noteBody);
+  }
+
+  return { result, plan, appliedTags: tags, noteWritten: Boolean(noteBody) };
+}