File size: 5,808 Bytes
582520a | 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153 154 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180 181 182 183 184 185 186 187 188 189 190 191 192 193 194 195 196 197 198 199 200 201 202 203 204 205 206 207 208 209 210 211 212 213 214 215 216 | """Core chat orchestration service."""
from __future__ import annotations
from typing import Any, Optional
from sqlalchemy import select
from sqlalchemy.ext.asyncio import AsyncSession
from sqlalchemy.orm import selectinload
from app.models import (
Conversation,
Lead,
Message,
UnansweredQuestion,
)
from app.services import calcom, handoff, leads, llm
from app.services.language import detect_language
from app.services.rag import get_knowledge_store
BOOKING_HINTS = (
"book",
"appointment",
"schedule",
"meeting",
"slot",
"rendez-vous",
"rdv",
"créneau",
"запис",
"встреч",
"слот",
)
GREETINGS = {
"en": (
"Hello! I am ReplyFlow for Nordic Paper Solutions. "
"Ask about products, pricing, delivery, or book a call."
),
"fr": (
"Bonjour ! Je suis ReplyFlow pour Nordic Paper "
"Solutions. Posez vos questions sur les produits, "
"tarifs, livraison, ou réservez un appel."
),
"ru": (
"Здравствуйте! Я ReplyFlow для Nordic Paper "
"Solutions. Спросите о продуктах, ценах, доставке "
"или запишитесь на звонок."
),
}
async def start_conversation(
db: AsyncSession,
*,
channel: str = "web",
ui_language: str = "en",
external_id: Optional[str] = None,
) -> tuple[Conversation, str]:
"""Create conversation + empty lead + greeting."""
lang = ui_language if ui_language in GREETINGS else "en"
conv = Conversation(
channel=channel,
language=lang,
external_id=external_id,
)
db.add(conv)
await db.flush()
db.add(Lead(conversation_id=conv.id))
greeting = GREETINGS[lang]
db.add(
Message(
conversation_id=conv.id,
role="assistant",
content=greeting,
language=lang,
grounded=True,
)
)
await db.commit()
await db.refresh(conv)
return conv, greeting
async def handle_user_message(
db: AsyncSession,
*,
conversation_id: int,
message: str,
ui_language: str = "en",
) -> dict[str, Any]:
"""Process one user turn end-to-end."""
result = await db.execute(
select(Conversation)
.where(Conversation.id == conversation_id)
.options(
selectinload(Conversation.messages),
selectinload(Conversation.lead),
)
)
conv = result.scalar_one()
language = detect_language(message, default=ui_language)
conv.language = language
previous_bot = None
for msg in reversed(conv.messages):
if msg.role == "assistant":
previous_bot = msg.content
break
lead = conv.lead or Lead(conversation_id=conv.id)
if conv.lead is None:
db.add(lead)
await db.flush()
leads.update_lead_from_message(lead, message, previous_bot)
db.add(
Message(
conversation_id=conv.id,
role="user",
content=message,
language=language,
)
)
wants_booking = any(
h in message.lower() for h in BOOKING_HINTS
)
store = get_knowledge_store()
chunks = await store.search(message, top_k=4)
grounded = bool(chunks)
if not grounded:
conv.failure_streak += 1
db.add(
UnansweredQuestion(
conversation_id=conv.id,
question=message,
)
)
else:
conv.failure_streak = 0
history = [
{"role": m.role, "content": m.content}
for m in conv.messages
if m.role in {"user", "assistant"}
]
lead_state = leads.lead_to_dict(lead)
do_handoff, reason = handoff.should_handoff(
message=message,
failure_streak=conv.failure_streak,
grounded=grounded,
)
suggested_slots = None
reply: str
if do_handoff:
conv.handed_off = True
conv.status = "handed_off"
reply = handoff.handoff_message(language, reason)
await handoff.notify_handoff(
conversation_id=conv.id,
reason=reason,
history=history + [{"role": "user", "content": message}],
lead=lead_state,
)
else:
reply, grounded = await llm.generate_reply(
question=message,
language=language,
context_chunks=chunks,
history=history,
lead_state=lead_state,
)
if wants_booking or (
lead.complete and "book" in reply.lower()
):
suggested_slots = await calcom.get_available_slots(3)
offer = {
"en": "Here are 3 available slots:",
"fr": "Voici 3 créneaux disponibles :",
"ru": "Вот 3 свободных слота:",
}
reply += "\n\n" + offer.get(language, offer["en"])
for i, slot in enumerate(suggested_slots, start=1):
reply += f"\n{i}. {slot['label']}"
if grounded and not conv.handed_off:
conv.resolved_without_human = True
db.add(
Message(
conversation_id=conv.id,
role="assistant",
content=reply,
language=language,
grounded=grounded if not do_handoff else None,
)
)
conv.updated_at = conv.updated_at
await db.commit()
return {
"conversation_id": conv.id,
"reply": reply,
"language": language,
"grounded": grounded and not do_handoff,
"lead": leads.lead_to_dict(lead),
"suggested_slots": suggested_slots,
"handed_off": conv.handed_off,
"appointment_booked": conv.appointment_booked,
}
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