| """General support agent: reads tickets via MCP-parity tools and guides or escalates.""" |
|
|
| from __future__ import annotations |
|
|
| import json |
| import os |
| from typing import Any |
|
|
| from google.adk.agents.llm_agent import LlmAgent |
| from google.adk.tools.function_tool import FunctionTool |
|
|
| from src.mcp.supabase_mcp_server import get_support_tickets |
|
|
| from .adk_runtime import genai_api_configured, run_llm_agent_once |
| from .customer_context import resolve_customer_email |
|
|
|
|
| def _support_tools() -> list[Any]: |
| return [ |
| FunctionTool(get_support_tickets), |
| ] |
|
|
|
|
| _SUPPORT_INSTRUCTION = """You are a careful customer-support assistant. |
| |
| You have one factual tool: |
| - ``get_support_tickets(email)`` — returns JSON with ``tickets`` for that customer. |
| |
| Guidelines: |
| 1. Use the **resolved email** provided in the user message for ``get_support_tickets``. |
| 2. Summarize ticket status at a high level (subject/category if present); do not fabricate ticket IDs. |
| 3. For abuse, threats, legal threats, suspected fraud, or account compromise, clearly recommend **human escalation**. |
| 4. Keep answers concise and professional. |
| """ |
|
|
|
|
| class SupportAgent: |
| """Generic support flow with optional Gemini; offline mode summarizes tickets without an LLM.""" |
|
|
| def __init__(self, model: str | None = None) -> None: |
| self._model = model or os.getenv("ADK_MODEL", "gemini-2.5-flash") |
| self._agent = LlmAgent( |
| name="support_agent", |
| model=self._model, |
| instruction=_SUPPORT_INSTRUCTION, |
| tools=_support_tools(), |
| ) |
|
|
| async def handle(self, customer_id: str, message: str) -> str: |
| email = resolve_customer_email(customer_id) |
| if not email: |
| return ( |
| "We could not resolve an email for this customer id. " |
| "Please contact support with your registered email." |
| ) |
|
|
| if not genai_api_configured(): |
| tickets_json = get_support_tickets(email) |
| return _format_support_fallback(tickets_json, message) |
|
|
| user_prompt = ( |
| f"Resolved customer email (use for tool calls): {email}\n" |
| f"Customer id (reference): {customer_id}\n\n" |
| f"User message:\n{message}\n" |
| ) |
| return await run_llm_agent_once( |
| agent=self._agent, |
| user_message=user_prompt, |
| app_name="support", |
| ) |
|
|
|
|
| def _format_support_fallback(tickets_json: str, message: str) -> str: |
| try: |
| payload = json.loads(tickets_json) |
| except json.JSONDecodeError: |
| return "[SupportAgent] Unable to parse ticket data." |
|
|
| lines = [ |
| "[SupportAgent — offline summary]", |
| f'Your message: "{message[:200]}"', |
| "", |
| ] |
|
|
| if payload.get("error") == "customer_not_found": |
| lines.append("No matching customer email in our records.") |
| return "\n".join(lines) |
|
|
| tickets = payload.get("tickets") or [] |
| lines.append(f"Open/recent tickets in view: {len(tickets)}.") |
| for t in tickets[:5]: |
| subj = t.get("subject") or t.get("title") or "(no subject)" |
| cat = t.get("category", "") |
| stat = t.get("status", "") |
| lines.append(f" - [{stat}] {cat}: {subj}") |
| if len(tickets) > 5: |
| lines.append(f" … and {len(tickets) - 5} more.") |
|
|
| lines.append("") |
| lines.append( |
| "If this involves threats, legal action, or account security, request a human specialist." |
| ) |
| return "\n".join(lines) |
|
|
