client.py

# Copyright (c) Meta Platforms, Inc. and affiliates.
# All rights reserved.
#
# This source code is licensed under the BSD-style license found in the
# LICENSE file in the root directory of this source tree.

"""Customer Support Env Environment Client."""

from typing import Dict

from openenv.core import EnvClient
from openenv.core.client_types import StepResult
from openenv.core.env_server.types import State

from .models import CustomerSupportAction, CustomerSupportObservation


class CustomerSupportEnv(
    EnvClient[CustomerSupportAction, CustomerSupportObservation, State]
):
    """
    Client for the Customer Support Env Environment.

    This client maintains a persistent WebSocket connection to the environment server,
    enabling efficient multi-step interactions with lower latency.
    Each client instance has its own dedicated environment session on the server.

    Example:
        >>> with CustomerSupportEnv(base_url="http://localhost:8000") as client:
        ...     result = client.reset()
        ...     print(result.observation.customer_message)
        ...
        ...     result = client.step(CustomerSupportAction(
        ...         category="billing",
        ...         priority="high",
        ...         assigned_team="billing",
        ...         response_draft="I'll help you with your billing issue."
        ...     ))
        ...     print(result.observation.reward)
    """

    def _step_payload(self, action: CustomerSupportAction) -> Dict:
        """
        Convert CustomerSupportAction to JSON payload for step message.

        Args:
            action: CustomerSupportAction instance

        Returns:
            Dictionary representation suitable for JSON encoding
        """
        return {
            "category": action.category,
            "priority": action.priority,
            "assigned_team": action.assigned_team,
            "response_draft": action.response_draft,
            "internal_notes": action.internal_notes,
            "escalate": action.escalate,
        }

    def _parse_result(self, payload: Dict) -> StepResult[CustomerSupportObservation]:
        """
        Parse server response into StepResult[CustomerSupportObservation].

        Args:
            payload: JSON response data from server

        Returns:
            StepResult with CustomerSupportObservation
        """
        obs_data = payload.get("observation", {})
        observation = CustomerSupportObservation(
            ticket_id=obs_data.get("ticket_id", ""),
            timestamp=obs_data.get("timestamp", ""),
            customer_id=obs_data.get("customer_id", ""),
            channel=obs_data.get("channel", "email"),
            customer_message=obs_data.get("customer_message", ""),
            account_age_days=obs_data.get("account_age_days", 0),
            total_tickets=obs_data.get("total_tickets", 0),
            resolved_tickets=obs_data.get("resolved_tickets", 0),
            satisfaction_score=obs_data.get("satisfaction_score", 3.0),
            is_premium=obs_data.get("is_premium", False),
            lifetime_value=obs_data.get("lifetime_value", 0.0),
            previous_interactions=obs_data.get("previous_interactions", []),
            attachments=obs_data.get("attachments", []),
            task_id=obs_data.get("task_id", "easy"),
            done=payload.get("done", False),
            reward=payload.get("reward"),
            metadata=obs_data.get("metadata", {}),
        )

        return StepResult(
            observation=observation,
            reward=payload.get("reward"),
            done=payload.get("done", False),
        )

    def _parse_state(self, payload: Dict) -> State:
        """
        Parse server response into State object.

        Args:
            payload: JSON response from state request

        Returns:
            State object with episode_id and step_count
        """
        return State(
            episode_id=payload.get("episode_id"),
            step_count=payload.get("step_count", 0),
        )