1c059bb1e7
Standardize OpenAI-driven routing/replies, add robust customer email draft/send flows in ticket detail, and fix supplier/vendor on-hold status visibility and persistence handling. Made-with: Cursor
69 lines
2.8 KiB
TypeScript
69 lines
2.8 KiB
TypeScript
import { aiChatCompletion, activeAiProvider } from "@/lib/ai/chatCompletion"
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import {
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normalizeClassification,
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parseJsonObject,
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type GmailClassification,
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} from "@/lib/ai/gmailTaxonomy"
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import { logger } from "@/lib/logger"
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const CLASSIFY_SYSTEM = `You are a support triage assistant. Classify the customer email into exactly one intent and one mood.
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Intents (pick one):
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- general: thanks, praise, vague contact, or unclear
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- shipping_delay: where is my order, tracking, late delivery, not arrived
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- refund_request: refund, return, chargeback, money back
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- question: product details, how to use, sizing, features (not shipping/refund/billing)
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- account_billing: wrong charge, subscription, invoice, payment issue
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- off_topic: not related to this store — news, weather, politics, homework, jokes, other brands, random chat, or anything that is clearly not an order/product/shipping/refund/billing question for this shop
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Moods (pick one):
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- neutral: matter-of-fact
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- angry: upset, caps, threats, strong frustration
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- confused: unsure, "don't understand", conflicting info
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- happy: polite, grateful, positive tone
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Respond with JSON only: {"intent":"...","mood":"...","confidence":0.0-1.0,"short_summary":"one sentence"}`
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export type ClassifyCustomerEmailResult = {
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classification: GmailClassification
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/** `fallback` when model call was unavailable or returned unparseable JSON. */
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source: "openai" | "groq" | "fallback"
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}
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export async function classifyCustomerEmail(
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subject: string,
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bodyExcerpt: string
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): Promise<ClassifyCustomerEmailResult> {
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const user = `Subject: ${subject.slice(0, 500)}\n\nMessage (excerpt):\n${bodyExcerpt.slice(0, 3500)}`
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const { content, error } = await aiChatCompletion(
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[
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{ role: "system", content: CLASSIFY_SYSTEM },
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{ role: "user", content: user },
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],
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{ jsonObject: true, temperature: 0.1, maxTokens: 256 }
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)
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if (!content) {
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logger.info("Gmail classification skipped (model unavailable)", { error })
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return { classification: normalizeClassification({}), source: "fallback" }
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}
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const parsed = parseJsonObject<Record<string, unknown>>(content)
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if (!parsed) {
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logger.warn("Gmail classification JSON parse failed")
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return { classification: normalizeClassification({}), source: "fallback" }
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}
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return {
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classification: normalizeClassification({
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intent: typeof parsed.intent === "string" ? parsed.intent : undefined,
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mood: typeof parsed.mood === "string" ? parsed.mood : undefined,
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confidence: typeof parsed.confidence === "number" ? parsed.confidence : undefined,
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short_summary:
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typeof parsed.short_summary === "string" ? parsed.short_summary : undefined,
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}),
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source: activeAiProvider(),
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}
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}
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