human handoffs
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35 changed files with 4039 additions and 139 deletions
669
backend/app/services/human_handoff_service.py
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669
backend/app/services/human_handoff_service.py
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import logging
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import re
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from datetime import datetime, timezone
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from bson import ObjectId
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from app.services.handoff_evaluator import evaluate_handoff
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from app.services.mail_sender import deliver_email
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from app.services.message_ids import build_references_header, normalize_message_id, parse_message_id_list
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from app.services.thread_service import (
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attach_message_to_thread,
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message_event_at,
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threading_fields_from_parent,
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)
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logger = logging.getLogger(__name__)
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MESSAGE_SCOPE_EXTERNAL = "EXTERNAL"
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MESSAGE_SCOPE_HANDOFF = "HANDOFF"
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THREAD_TYPE_EXTERNAL = "EXTERNAL"
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THREAD_TYPE_HUMAN_HANDOFF = "HUMAN_HANDOFF"
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HANDOFF_STATUS_ACTIVE = "ACTIVE"
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HANDOFF_STATUS_WAITING = "WAITING_FOR_HUMAN"
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HANDOFF_STATUS_HUMAN_REPLIED = "HUMAN_REPLIED"
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HANDOFF_STATUS_AGENT_REPLIED = "AGENT_REPLIED"
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OWNER_AGENT = "AGENT"
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OWNER_HUMAN = "HUMAN"
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LINK_EXTERNAL_TRIGGERED = "EXTERNAL_TRIGGERED_HANDOFF"
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LINK_EXTERNAL_RELAYED = "EXTERNAL_RELAYED_TO_HUMAN"
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LINK_HUMAN_TRIGGERED_EXTERNAL = "HUMAN_TRIGGERED_EXTERNAL_REPLY"
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LINK_EXTERNAL_UPDATE_RELAYED = "EXTERNAL_UPDATE_RELAYED_TO_HUMAN"
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def _now() -> datetime:
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return datetime.now(timezone.utc)
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def _snippet(text: str, limit: int = 240) -> str:
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return re.sub(r"\s+", " ", (text or "")).strip()[:limit]
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def _handoff_subject(external_subject: str) -> str:
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subject = (external_subject or "(No subject)").strip()
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if subject.lower().startswith("human handoff:"):
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return subject
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return f"Human Handoff: {subject}"
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def _build_handoff_body(
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*,
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external_sender: str,
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external_subject: str,
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external_body: str,
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handoff_reason: str,
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agent_email: str,
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) -> str:
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return (
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"Human Handoff\n\n"
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"A conversation needs your attention.\n\n"
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f"From\n{external_sender}\n\n"
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f"Subject\n{external_subject}\n\n"
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"Latest message\n\n"
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f"\"{external_body.strip()}\"\n\n"
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"Why this was handed off\n\n"
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f"{handoff_reason}\n\n"
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"────────────────────────────────────────\n\n"
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f"Reply to this email to respond to the original sender through {agent_email}.\n\n"
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"Your reply will be sent to the customer.\n\n"
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"────────────────────────────────────────\n\n"
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"Gentic Human Handoff"
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)
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async def create_empty_handoff_thread(
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database,
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*,
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account_id: str,
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subject: str,
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) -> ObjectId:
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now = _now()
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document = {
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"account_id": account_id,
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"thread_type": THREAD_TYPE_HUMAN_HANDOFF,
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"normalized_subject": subject,
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"created_at": now,
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"updated_at": now,
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"last_message_at": now,
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"latest_message_id": None,
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"message_count": 0,
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}
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result = await database.email_threads.insert_one(document)
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return result.inserted_id
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async def _record_message_link(
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database,
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*,
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handoff_id: ObjectId,
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external_message_id: ObjectId | None,
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handoff_message_id: ObjectId,
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relationship: str,
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) -> None:
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await database.handoff_message_links.insert_one(
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{
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"handoff_id": handoff_id,
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"external_message_id": external_message_id,
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"handoff_message_id": handoff_message_id,
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"relationship": relationship,
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"created_at": _now(),
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}
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)
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async def _latest_external_message(database, account_id: str, external_thread_id: ObjectId) -> dict | None:
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pipeline = [
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{
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"$match": {
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"account_id": account_id,
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"thread_id": external_thread_id,
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"message_scope": MESSAGE_SCOPE_EXTERNAL,
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"deletion_state": {"$in": [None, ""]},
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}
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},
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{"$sort": {"event_at": -1, "_id": -1}},
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{"$limit": 1},
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{
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"$lookup": {
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"from": "messages",
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"localField": "message_id",
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"foreignField": "_id",
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"as": "message",
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}
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},
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{"$unwind": "$message"},
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]
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rows = [row async for row in database.mailbox_entries.aggregate(pipeline)]
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return rows[0]["message"] if rows else None
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async def _latest_handoff_message(database, account_id: str, handoff_thread_id: ObjectId) -> dict | None:
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pipeline = [
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{
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"$match": {
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"account_id": account_id,
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"thread_id": handoff_thread_id,
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"message_scope": MESSAGE_SCOPE_HANDOFF,
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}
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},
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{"$sort": {"event_at": -1, "_id": -1}},
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{"$limit": 1},
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{
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"$lookup": {
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"from": "messages",
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"localField": "message_id",
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"foreignField": "_id",
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"as": "message",
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}
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},
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{"$unwind": "$message"},
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]
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rows = [row async for row in database.mailbox_entries.aggregate(pipeline)]
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return rows[0]["message"] if rows else None
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async def find_active_handoff_for_external_thread(
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database,
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account_id: str,
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external_thread_id: ObjectId,
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) -> dict | None:
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return await database.human_handoffs.find_one(
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{
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"account_id": account_id,
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"external_thread_id": external_thread_id,
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"status": {"$in": [HANDOFF_STATUS_ACTIVE, HANDOFF_STATUS_WAITING, HANDOFF_STATUS_HUMAN_REPLIED, HANDOFF_STATUS_AGENT_REPLIED]},
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}
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)
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async def resolve_handoff_from_inbound(
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database,
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*,
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account_id: str,
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agent_email: str,
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sender_address: str,
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in_reply_to: str | None,
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references: list[str],
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) -> dict | None:
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sender = sender_address.lower()
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rules = await database.human_handoff_rules.find(
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{"account_id": account_id, "owner_email": sender, "active": True}
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).to_list(length=10)
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if not rules:
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return None
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search_ids = [*([in_reply_to] if in_reply_to else []), *references]
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if not search_ids:
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return None
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for internet_id in reversed(parse_message_id_list(" ".join(search_ids))):
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message = await database.messages.find_one(
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{
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"message_id": internet_id,
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"message_scope": MESSAGE_SCOPE_HANDOFF,
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}
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)
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if message is None:
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continue
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entry = await database.mailbox_entries.find_one(
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{
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"account_id": account_id,
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"message_id": message["_id"],
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"message_scope": MESSAGE_SCOPE_HANDOFF,
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}
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)
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if entry is None:
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continue
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handoff = await database.human_handoffs.find_one(
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{
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"account_id": account_id,
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"handoff_thread_id": entry["thread_id"],
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"human_email": sender,
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"status": {"$ne": "CLOSED"},
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}
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)
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if handoff:
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return handoff
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return None
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async def store_handoff_message(
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database,
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*,
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account_id: str,
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agent_email: str,
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handoff_thread_id: ObjectId,
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direction: str,
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sender: dict,
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recipients: list[dict],
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subject: str,
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body_text: str,
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internet_message_id: str | None = None,
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in_reply_to: str | None = None,
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references: list[str] | None = None,
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handoff_id: ObjectId | None = None,
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link_relationship: str | None = None,
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external_message_id: ObjectId | None = None,
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event_at: datetime | None = None,
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) -> dict:
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now = event_at or _now()
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document = {
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"direction": direction,
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"message_scope": MESSAGE_SCOPE_HANDOFF,
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"account_id": account_id,
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"sender": sender,
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"to": recipients,
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"subject": subject,
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"snippet": _snippet(body_text),
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"body_text": body_text,
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"body_html": None,
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"attachments": [],
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"created_at": now,
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"sent_at": now if direction == "outbound" else None,
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"received_at": now if direction == "inbound" else None,
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"status": "received" if direction == "inbound" else "accepted",
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"message_id": normalize_message_id(internet_message_id),
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"in_reply_to": normalize_message_id(in_reply_to),
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"references": references or [],
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}
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result = await database.messages.insert_one(document)
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document["_id"] = result.inserted_id
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await attach_message_to_thread(
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database,
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account_id=account_id,
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thread_id=handoff_thread_id,
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message_id=result.inserted_id,
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subject=subject,
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event_at=now,
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)
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await database.mailbox_entries.insert_one(
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{
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"account_id": account_id,
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"message_id": result.inserted_id,
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"thread_id": handoff_thread_id,
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"mailbox": "handoff",
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"message_scope": MESSAGE_SCOPE_HANDOFF,
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"direction": direction,
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"sender": sender,
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"recipients": recipients,
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"subject": subject,
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"snippet": document["snippet"],
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"attachments": [],
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"status": document["status"],
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"is_read": direction == "outbound",
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"is_starred": False,
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"event_at": now,
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"created_at": now,
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"trashed_at": None,
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"deletion_state": None,
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}
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)
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if handoff_id and link_relationship:
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await _record_message_link(
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database,
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handoff_id=handoff_id,
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external_message_id=external_message_id,
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handoff_message_id=result.inserted_id,
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relationship=link_relationship,
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)
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return document
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async def send_handoff_to_human(
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database,
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*,
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account_id: str,
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agent_email: str,
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human_email: str,
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external_message: dict,
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external_thread_id: ObjectId,
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handoff_reason: str,
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domain,
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existing_handoff: dict | None = None,
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) -> dict:
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external_sender = external_message.get("sender", {})
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external_sender_text = external_sender.get("address") or "unknown sender"
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external_subject = external_message.get("subject", "")
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external_body = external_message.get("body_text") or external_message.get("snippet") or ""
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if existing_handoff:
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handoff_id = existing_handoff["_id"]
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handoff_thread_id = existing_handoff["handoff_thread_id"]
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parent = await _latest_handoff_message(database, account_id, handoff_thread_id)
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threading = threading_fields_from_parent(parent) if parent else {}
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subject = _handoff_subject(external_subject)
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body = _build_handoff_body(
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external_sender=external_sender_text,
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external_subject=external_subject,
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external_body=external_body,
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handoff_reason="New message in the linked conversation.",
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agent_email=agent_email,
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)
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relationship = LINK_EXTERNAL_UPDATE_RELAYED
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else:
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handoff_thread_id = await create_empty_handoff_thread(
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database,
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account_id=account_id,
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subject=_handoff_subject(external_subject),
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)
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threading = {}
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subject = _handoff_subject(external_subject)
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body = _build_handoff_body(
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external_sender=external_sender_text,
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external_subject=external_subject,
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external_body=external_body,
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handoff_reason=handoff_reason,
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agent_email=agent_email,
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)
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handoff_doc = {
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"account_id": account_id,
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"agent_email": agent_email.lower(),
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"human_email": human_email.lower(),
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"external_thread_id": external_thread_id,
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"handoff_thread_id": handoff_thread_id,
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"external_subject": external_subject,
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"external_sender": external_sender_text,
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"handoff_reason": handoff_reason,
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"status": HANDOFF_STATUS_WAITING,
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"current_owner": OWNER_HUMAN,
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"created_at": _now(),
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"updated_at": _now(),
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"last_external_message_at": message_event_at(external_message),
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"last_human_message_at": None,
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}
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insert = await database.human_handoffs.insert_one(handoff_doc)
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handoff_id = insert.inserted_id
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relationship = LINK_EXTERNAL_TRIGGERED
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internet_message_id = await deliver_email(
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sender=agent_email,
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recipients=[human_email],
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cc=[],
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bcc=[],
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subject=subject,
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body_text=body,
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body_html=None,
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domain=domain,
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in_reply_to=threading.get("in_reply_to"),
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references=threading.get("references"),
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)
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handoff_message = await store_handoff_message(
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database,
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account_id=account_id,
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agent_email=agent_email,
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handoff_thread_id=handoff_thread_id,
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direction="outbound",
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sender={"name": "Gentic Agent", "address": agent_email},
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recipients=[{"name": human_email.split("@")[0], "address": human_email}],
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subject=subject,
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body_text=body,
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internet_message_id=internet_message_id,
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in_reply_to=threading.get("in_reply_to"),
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references=threading.get("references"),
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handoff_id=handoff_id,
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link_relationship=relationship,
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external_message_id=external_message["_id"],
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)
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await database.human_handoffs.update_one(
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{"_id": handoff_id},
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{
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"$set": {
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"status": HANDOFF_STATUS_WAITING,
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"current_owner": OWNER_HUMAN,
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"updated_at": _now(),
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"last_external_message_at": message_event_at(external_message),
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"latest_handoff_message_id": handoff_message["_id"],
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}
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},
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)
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logger.info(
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"handoff_sent handoff_id=%s external_thread=%s handoff_thread=%s",
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handoff_id,
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external_thread_id,
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handoff_thread_id,
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)
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return await database.human_handoffs.find_one({"_id": handoff_id})
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async def _handoff_rule_for_human(database, account_id: str, human_email: str) -> dict | None:
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return await database.human_handoff_rules.find_one(
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{
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"account_id": account_id,
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"owner_email": human_email.lower(),
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"active": True,
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}
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)
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async def process_human_reply(
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database,
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*,
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account_id: str,
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agent_email: str,
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handoff: dict,
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inbound_parsed: dict,
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inbound_body: str,
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domain,
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) -> None:
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handoff_thread_id = handoff["handoff_thread_id"]
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external_thread_id = handoff["external_thread_id"]
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human_email = handoff["human_email"]
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rule = await _handoff_rule_for_human(database, account_id, human_email)
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allow_replies = rule.get("allow_replies", True) if rule else True
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human_message = await store_handoff_message(
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database,
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account_id=account_id,
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agent_email=agent_email,
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handoff_thread_id=handoff_thread_id,
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direction="inbound",
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sender={"name": human_email.split("@")[0], "address": human_email},
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recipients=[{"name": "Gentic Agent", "address": agent_email}],
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subject=inbound_parsed.get("subject", ""),
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body_text=inbound_body,
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internet_message_id=inbound_parsed.get("message_id"),
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in_reply_to=inbound_parsed.get("in_reply_to"),
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references=inbound_parsed.get("references", []),
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handoff_id=handoff["_id"],
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link_relationship=LINK_HUMAN_TRIGGERED_EXTERNAL,
|
||||
)
|
||||
|
||||
now = _now()
|
||||
if not allow_replies:
|
||||
await database.human_handoffs.update_one(
|
||||
{"_id": handoff["_id"]},
|
||||
{
|
||||
"$set": {
|
||||
"status": HANDOFF_STATUS_HUMAN_REPLIED,
|
||||
"current_owner": OWNER_AGENT,
|
||||
"updated_at": now,
|
||||
"last_human_message_at": now,
|
||||
}
|
||||
},
|
||||
)
|
||||
return
|
||||
|
||||
external_parent = await _latest_external_message(database, account_id, external_thread_id)
|
||||
if external_parent is None:
|
||||
logger.warning("handoff_reply_missing_external_parent handoff_id=%s", handoff["_id"])
|
||||
return
|
||||
|
||||
threading = threading_fields_from_parent(external_parent)
|
||||
external_subject = handoff.get("external_subject") or external_parent.get("subject", "")
|
||||
if not re.match(r"^re:\s*", external_subject, flags=re.IGNORECASE):
|
||||
external_subject = f"Re: {external_subject}"
|
||||
|
||||
external_recipient = handoff.get("external_sender") or external_parent.get("sender", {}).get("address")
|
||||
if not external_recipient:
|
||||
return
|
||||
|
||||
customer_body = inbound_body.strip()
|
||||
internet_message_id = await deliver_email(
|
||||
sender=agent_email,
|
||||
recipients=[external_recipient],
|
||||
cc=[],
|
||||
bcc=[],
|
||||
subject=external_subject,
|
||||
body_text=customer_body,
|
||||
body_html=None,
|
||||
domain=domain,
|
||||
in_reply_to=threading.get("in_reply_to"),
|
||||
references=threading.get("references"),
|
||||
)
|
||||
|
||||
external_doc = {
|
||||
"direction": "outbound",
|
||||
"message_scope": MESSAGE_SCOPE_EXTERNAL,
|
||||
"account_id": account_id,
|
||||
"sender": {"name": "Gentic Agent", "address": agent_email},
|
||||
"to": [{"name": external_recipient.split("@")[0], "address": external_recipient}],
|
||||
"subject": external_subject,
|
||||
"snippet": _snippet(customer_body),
|
||||
"body_text": customer_body,
|
||||
"body_html": None,
|
||||
"attachments": [],
|
||||
"created_at": now,
|
||||
"sent_at": now,
|
||||
"status": "accepted",
|
||||
"message_id": normalize_message_id(internet_message_id),
|
||||
"in_reply_to": threading.get("in_reply_to"),
|
||||
"references": threading.get("references", []),
|
||||
"parent_message_id": external_parent["_id"],
|
||||
"thread_relation": "reply",
|
||||
"thread_resolution_method": "human_handoff_bridge",
|
||||
}
|
||||
ext_result = await database.messages.insert_one(external_doc)
|
||||
external_doc["_id"] = ext_result.inserted_id
|
||||
await attach_message_to_thread(
|
||||
database,
|
||||
account_id=account_id,
|
||||
thread_id=external_thread_id,
|
||||
message_id=ext_result.inserted_id,
|
||||
subject=external_subject,
|
||||
event_at=now,
|
||||
)
|
||||
await database.mailbox_entries.insert_one(
|
||||
{
|
||||
"account_id": account_id,
|
||||
"message_id": ext_result.inserted_id,
|
||||
"thread_id": external_thread_id,
|
||||
"mailbox": "sent",
|
||||
"message_scope": MESSAGE_SCOPE_EXTERNAL,
|
||||
"direction": "outbound",
|
||||
"sender": external_doc["sender"],
|
||||
"recipients": external_doc["to"],
|
||||
"subject": external_subject,
|
||||
"snippet": external_doc["snippet"],
|
||||
"attachments": [],
|
||||
"status": "accepted",
|
||||
"is_read": True,
|
||||
"is_starred": False,
|
||||
"event_at": now,
|
||||
"created_at": now,
|
||||
"trashed_at": None,
|
||||
"deletion_state": None,
|
||||
}
|
||||
)
|
||||
|
||||
relay_body = f"Sent to customer:\n\n\"{customer_body}\""
|
||||
relay_subject = f"Re: {_handoff_subject(handoff.get('external_subject', ''))}"
|
||||
relay_threading = threading_fields_from_parent(human_message)
|
||||
relay_internet_id = await deliver_email(
|
||||
sender=agent_email,
|
||||
recipients=[human_email],
|
||||
cc=[],
|
||||
bcc=[],
|
||||
subject=relay_subject,
|
||||
body_text=relay_body,
|
||||
body_html=None,
|
||||
domain=domain,
|
||||
in_reply_to=relay_threading.get("in_reply_to"),
|
||||
references=relay_threading.get("references"),
|
||||
)
|
||||
await store_handoff_message(
|
||||
database,
|
||||
account_id=account_id,
|
||||
agent_email=agent_email,
|
||||
handoff_thread_id=handoff_thread_id,
|
||||
direction="outbound",
|
||||
sender={"name": "Gentic Agent", "address": agent_email},
|
||||
recipients=[{"name": human_email.split("@")[0], "address": human_email}],
|
||||
subject=relay_subject,
|
||||
body_text=relay_body,
|
||||
internet_message_id=relay_internet_id,
|
||||
in_reply_to=relay_threading.get("in_reply_to"),
|
||||
references=relay_threading.get("references"),
|
||||
handoff_id=handoff["_id"],
|
||||
link_relationship=LINK_EXTERNAL_RELAYED,
|
||||
external_message_id=ext_result.inserted_id,
|
||||
)
|
||||
|
||||
await database.human_handoffs.update_one(
|
||||
{"_id": handoff["_id"]},
|
||||
{
|
||||
"$set": {
|
||||
"status": HANDOFF_STATUS_AGENT_REPLIED,
|
||||
"current_owner": OWNER_AGENT,
|
||||
"updated_at": now,
|
||||
"last_human_message_at": now,
|
||||
}
|
||||
},
|
||||
)
|
||||
|
||||
|
||||
async def maybe_trigger_handoff(
|
||||
database,
|
||||
*,
|
||||
account_id: str,
|
||||
agent_email: str,
|
||||
external_message: dict,
|
||||
external_thread_id: ObjectId,
|
||||
domain,
|
||||
) -> None:
|
||||
rules = await database.human_handoff_rules.find(
|
||||
{"account_id": account_id, "active": True}
|
||||
).to_list(length=20)
|
||||
if not rules:
|
||||
return
|
||||
|
||||
body_text = external_message.get("body_text") or external_message.get("snippet") or ""
|
||||
email_payload = {
|
||||
"subject": external_message.get("subject", ""),
|
||||
"snippet": external_message.get("snippet", ""),
|
||||
"body_text": body_text,
|
||||
"is_starred": False,
|
||||
}
|
||||
|
||||
for rule in rules:
|
||||
evaluation = evaluate_handoff(
|
||||
email=email_payload,
|
||||
labels=rule.get("labels", []),
|
||||
email_types=rule.get("email_types", []),
|
||||
instructions=rule.get("instructions", ""),
|
||||
)
|
||||
if not evaluation["would_handoff"]:
|
||||
continue
|
||||
if not rule.get("allow_replies", True):
|
||||
continue
|
||||
|
||||
existing = await find_active_handoff_for_external_thread(
|
||||
database, account_id, external_thread_id
|
||||
)
|
||||
reason = evaluation.get("instruction_reason") or rule.get("instructions") or "Matched handoff rules."
|
||||
await send_handoff_to_human(
|
||||
database,
|
||||
account_id=account_id,
|
||||
agent_email=agent_email,
|
||||
human_email=rule["owner_email"],
|
||||
external_message=external_message,
|
||||
external_thread_id=external_thread_id,
|
||||
handoff_reason=reason,
|
||||
domain=domain,
|
||||
existing_handoff=existing,
|
||||
)
|
||||
return
|
||||
Loading…
Add table
Add a link
Reference in a new issue