handoff fixes

backend/app/services/handoff_mirror_policy.py

@@ -0,0 +1,62 @@
+"""Decide whether external messages should be mirrored into a Human Handoff thread."""
+
+MESSAGE_SCOPE_EXTERNAL = "EXTERNAL"
+
+# Message provenance — who authored / generated the content
+MESSAGE_ORIGIN_EXTERNAL_CUSTOMER = "EXTERNAL_CUSTOMER"
+MESSAGE_ORIGIN_HUMAN_OWNER = "HUMAN_OWNER"
+MESSAGE_ORIGIN_AGENT = "AGENT"
+MESSAGE_ORIGIN_SYSTEM = "SYSTEM"
+MESSAGE_ORIGIN_HANDOFF_MIRROR = "HANDOFF_MIRROR"
+
+GENERATED_BY_CUSTOMER = "CUSTOMER"
+GENERATED_BY_HUMAN = "HUMAN"
+GENERATED_BY_AGENT = "AGENT"
+GENERATED_BY_HANDOFF_BRIDGE = "HANDOFF_BRIDGE"
+GENERATED_BY_SYSTEM = "SYSTEM"
+GENERATED_BY_RELAY_ACK = "RELAY_ACK"
+
+RELAY_STATUS_SENT = "SENT"
+RELAY_STATUS_FAILED = "FAILED"
+RELAY_STATUS_PENDING = "PENDING"
+
+
+def should_mirror_to_human(message: dict) -> bool:
+    """Return True only for new external customer content worth mirroring."""
+    scope = message.get("message_scope", MESSAGE_SCOPE_EXTERNAL)
+    if scope != MESSAGE_SCOPE_EXTERNAL:
+        return False
+
+    if message.get("direction") != "inbound":
+        return False
+
+    generated_by = message.get("generated_by")
+    if generated_by in (
+        GENERATED_BY_HANDOFF_BRIDGE,
+        GENERATED_BY_RELAY_ACK,
+        GENERATED_BY_SYSTEM,
+    ):
+        return False
+
+    origin = message.get("message_origin")
+    if origin in (
+        MESSAGE_ORIGIN_HUMAN_OWNER,
+        MESSAGE_ORIGIN_SYSTEM,
+        MESSAGE_ORIGIN_HANDOFF_MIRROR,
+    ):
+        return False
+
+    if message.get("generated_from_handoff_message_id"):
+        return False
+
+    return True
+
+
+def is_relay_acknowledgment_message(message: dict) -> bool:
+    """Detect legacy or internal delivery-receipt messages in handoff threads."""
+    if message.get("generated_by") == GENERATED_BY_RELAY_ACK:
+        return True
+    if message.get("message_origin") == MESSAGE_ORIGIN_SYSTEM:
+        return True
+    body = (message.get("body_text") or message.get("snippet") or "").strip()
+    return message.get("direction") == "outbound" and body.startswith("Sent to customer")