escalation_tool.py

# ==============================
# IMPORTS
# ==============================
from agents import function_tool, SQLiteSession
from supabase import create_client
from runtime_context import get_thread_id
from routes.notification_routes import notify_escalation
import os
from dotenv import load_dotenv

# ==============================
# LOAD ENV
# ==============================
load_dotenv()

SUPABASE_URL = os.getenv("SUPABASE_URL")
SUPABASE_KEY = os.getenv("SUPABASE_KEY")

supabase = create_client(SUPABASE_URL, SUPABASE_KEY)


# ==============================
# SESSION
# ==============================
def get_session(thread_id: str):
    db_path = os.path.join(os.path.dirname(__file__), "conversations.db")
    return SQLiteSession(thread_id, db_path)


# ==============================
# FORMAT CHAT HISTORY
# ==============================
def format_chat_history(items):
    formatted = []

    for item in items:
        try:
            if not isinstance(item, dict):
                continue

            role = item.get("role")
            if role not in ["user", "assistant"]:
                continue

            content = item.get("content", "")
            text = ""

            if isinstance(content, list):
                for c in content:
                    if isinstance(c, dict) and "text" in c:
                        text += c["text"] + " "
            else:
                text = str(content)

            text = text.strip()
            if text:
                formatted.append(f"{role.upper()}: {text}")

        except Exception:
            continue

    return "\n".join(formatted)


# ============================================================
# HELPER → GET CUSTOMER + CONVERSATION
# ============================================================
def get_customer_and_conversation(phone: str):

    # get customer
    customer = supabase.table("customers").select("*").eq("phone", phone).limit(1).execute()

    if not customer.data:
        new_customer = supabase.table("customers").insert({"phone": phone}).execute()
        customer_id = new_customer.data[0]["id"]
    else:
        customer_id = customer.data[0]["id"]

    # get conversation
    conv = supabase.table("conversations") \
        .select("*") \
        .eq("thread_id", phone) \
        .limit(1) \
        .execute()

    if not conv.data:
        new_conv = supabase.table("conversations").insert({
            "customer_id": customer_id,
            "thread_id": phone,
            "phone": phone,
            "status": "active"
        }).execute()
        conversation_id = new_conv.data[0]["id"]
    else:
        conversation_id = conv.data[0]["id"]

    return customer_id, conversation_id


def safe_notify_escalation(
    conversation_id: str,
    customer_id: str,
    customer_name: str,
    summary: str,
):
    try:
        notify_escalation(
            conversation_id=conversation_id,
            customer_id=customer_id,
            customer_name=customer_name,
            summary=summary,
        )
    except Exception as e:
        print("ESCALATION NOTIFICATION ERROR:", str(e))


# ============================================================
# ESCALATION TOOL
# ============================================================
@function_tool
async def escalate_to_admin_tool(
    user_name: str,
    email: str,
    summary: str,
    last_user_message: str,
    priority: str,
    topics: str,
    short_note: str
) -> str:
    """
    Escalates conversation to human support.

    priority MUST be one of:
    low | medium | high | urgent

    topics should be a short topic/category for dashboard.
    Example: "pricing", "appointment", "delivery issue", "customer complaint"

    short_note should be a short dashboard note about this customer.
    Example: "Customer asked about pricing and wants human follow-up."
    """

    try:
        print("\nESCALATION TRIGGERED")

        # ==============================
        # VALIDATE PRIORITY
        # ==============================
        allowed_priorities = ["low", "medium", "high", "urgent"]
        if priority not in allowed_priorities:
            priority = "medium"

        # ==============================
        # THREAD ID = PHONE
        # ==============================
        phone = get_thread_id() or "unknown"
        thread_id = phone
        print("Phone:", phone, "Priority:", priority)

        # ==============================
        # GET CUSTOMER + CONVERSATION IDS
        # ==============================
        customer_id, conversation_id = get_customer_and_conversation(phone)

        # ==============================
        # LOAD CHAT HISTORY
        # ==============================
        session = get_session(thread_id)
        messages = await session.get_items()
        messages = messages[-20:]

        chat_history = format_chat_history(messages)

        if last_user_message:
            chat_history += f"\nUSER: {last_user_message}"

        # ==============================
        # HUMAN FINAL MESSAGE
        # ==============================
        final_ai_message = (
            "Got it, let me double check this for you.\n"
            "I’m passing this to my team and we’ll get back to you shortly."
        )

        chat_history += f"\nASSISTANT: {final_ai_message}"

        # ==============================
        # SAFE FALLBACK VALUES
        # ==============================
        user_name = user_name or "Unknown"
        email = email or "Not provided"
        topics = topics or "General"
        short_note = short_note or summary or "Customer needs human follow-up."
        summary = summary or short_note

        # ==============================
        # UPDATE CUSTOMER INFO
        # ==============================
        supabase.table("customers").update({
            "name": user_name,
            "email": email,
            "topics": topics,
            "short_note": short_note,
            "updated_at": "now()"
        }).eq("id", customer_id).execute()

        # ==============================
        # INSERT ESCALATION
        # ==============================
        supabase.table("escalations").insert({
            "customer_id": customer_id,
            "conversation_id": conversation_id,
            "name": user_name,
            "email": email,
            "phone": phone,
            "summary": summary,
            "chat_history": chat_history,
            "status": "pending",
            "priority": priority,
            "updated_at": "now()"
        }).execute()

        # ==============================
        # UPDATE CONVERSATION STATUS
        # ==============================
        supabase.table("conversations").update({
            "status": "escalated",
            "priority": priority,
            "is_escalated": True,
            "updated_at": "now()"
        }).eq("id", conversation_id).execute()

        # ==============================
        # SEND ADMIN NOTIFICATION
        # ==============================
        safe_notify_escalation(
            conversation_id=conversation_id,
            customer_id=customer_id,
            customer_name=user_name if user_name != "Unknown" else phone,
            summary=summary,
        )

        print("Escalation saved with priority:", priority)

        return final_ai_message

    except Exception as e:
        print("ESCALATION ERROR:", str(e))
        return "Let me check this and get back to you shortly."