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app.py

@@ -148,7 +148,8 @@ async def _ensure_kb_agent():
             f"{inventory}\n\n"
             "Workflow:\n"
             "1. Pick the article most likely to cover the ticket.\n"
-            "2. Call `read_text_file` with path=\"<filename>\" - basename only.\n"
+            "2. Call `read_text_file` with path set to the EXACT filename from the list,\n"
+            "   including extension (for example: \"password_reset.md\").\n"
             "3. Return the COMPLETE relevant section(s) verbatim, prefixed with the filename.\n"
             "   If a section lists variants (per-tier rules, per-method steps), include ALL\n"
             "   of them - do not filter.\n\n"
@@ -191,15 +192,24 @@ async def fetch_kb_context(state: TicketStateV2):
     history_block = (
         f"\nPrior conversation:\n{history_snippet}\n" if history_snippet else ""
     )
-    result = await kb_lookup_agent.ainvoke({
-        "messages": [(
-            "user",
-            f"Category: {state['category']}\n"
-            f"Declared tier (may be stale): {state['customer_tier']}{history_block}\n"
-            f"Current customer message: {state['customer_message']}"
-        )]
-    })
-    excerpt = result["messages"][-1].content
+    try:
+        result = await kb_lookup_agent.ainvoke({
+            "messages": [(
+                "user",
+                f"Category: {state['category']}\n"
+                f"Declared tier (may be stale): {state['customer_tier']}{history_block}\n"
+                f"Current customer message: {state['customer_message']}"
+            )]
+        })
+        excerpt = result["messages"][-1].content
+    except Exception as e:
+        # Never crash the whole app if KB tool lookup fails.
+        excerpt = "NO_RELEVANT_ARTICLE"
+        return {
+            "kb_context": excerpt,
+            "processing_log": [f"fetch_kb_context -> tool_error ({type(e).__name__})"],
+        }
+
     hit = "NO_RELEVANT_ARTICLE" not in excerpt
     return {
         "kb_context": excerpt,
@@ -397,6 +407,7 @@ demo = gr.ChatInterface(
     fn=respond,
     title="LADP Customer Support Assistant",
     description="Describe your issue. The agent will consult the internal KB and stream its reply.",
+    cache_examples=False,
     examples=[
         "My subscription was charged twice this month - please refund one of the charges.",
         "I've lost my 2FA device and can't log in. What should I do?",