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<?php |
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namespace FluentSupport\App\Services\Integrations\FluentBot; |
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|
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use FluentSupport\App\Models\Meta; |
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use FluentSupport\App\Services\Integrations\FluentBot\FluentBotAPI; |
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use FluentSupport\Framework\Support\Arr; |
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use WP_Error; |
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class FluentBotHelper |
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{ |
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const BASE_URL = 'https://beta.fluentbot.ai/ai'; |
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|
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const ENDPOINTS = [ |
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'default' => '/responses', |
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'ticket_reply' => '/chat/fs-completion', |
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]; |
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|
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public function generateStreamResponse($prompt, $ticket, $productId, $conversationId = null) |
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{ |
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$prompt = apply_filters('fluent_support/generate_response', $prompt, $ticket); |
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$payload = [ |
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'ticket_conversation' => $this->getTicketMessages($ticket), |
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'source' => 'fluent_support', |
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'prompt' => $prompt, |
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'stream' => true, |
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'conversation_id' => $conversationId ?? null, |
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]; |
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return $this->makeStreamAPICall($payload, $prompt, $ticket->id, 'ticket_reply', $productId); |
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} |
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|
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public function modifyResponse($prompt, $selectedText, $ticketId) |
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{ |
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$prompt = apply_filters('fluent_support/modify_selected_text', $prompt); |
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$payload = [ |
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'message' => "Instruction: {$prompt} Now apply this to the given text: {$selectedText}", |
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]; |
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|
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return $this->makeAPICall($payload, $prompt, $ticketId); |
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} |
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|
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public function generateTicketSummary($ticket) |
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{ |
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$prompt = 'Provide a summary of the ticket from the customer\'s perspective. Each step should start with "-". Break it down into concise steps, with a maximum of 6 steps. Each step should be within 6 words per line. Use full stops for separation.'; |
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$prompt = apply_filters('fluent_support/generate_ticket_summary', $prompt); |
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|
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$messages = $this->getSimpleTicketMessages($ticket); |
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$payload = [ |
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'message' => "Instruction: {$prompt} Ticket Data: " . json_encode($messages), |
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]; |
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|
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return $this->makeAPICall($payload, $prompt, $ticket->id); |
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} |
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|
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public function generateTicketTone($ticket) |
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{ |
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$prompt = 'What is the tone of this ticket? Is it positive, negative, or neutral? Provide a response with a single word.'; |
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$prompt = apply_filters('fluent_support/find_customer_sentiment', $prompt); |
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|
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$messages = $this->getSimpleTicketMessages($ticket); |
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$payload = [ |
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'message' => "Instruction: {$prompt} Ticket Data: " . json_encode($messages), |
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]; |
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|
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return $this->makeAPICall($payload, $prompt, $ticket->id); |
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} |
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|
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public function getPresetPrompts(string $type): array |
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{ |
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if ($type === 'modifyResponse') { |
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return $this->getModifyResponsePresets(); |
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} |
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|
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if ($type === 'createResponse') { |
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return $this->getCreateResponsePresets(); |
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} |
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|
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return []; |
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} |
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|
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private function makeAPICall(array $payload, string $prompt, int $ticketId, string $type = 'default', $productId = null ) |
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{ |
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$apiUrl = static::BASE_URL . static::ENDPOINTS[$type]; |
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|
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$credentials = $this->resolveApiCredentials($productId); |
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|
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if (is_wp_error($credentials)) { |
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return $credentials; |
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} |
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|
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// Use bot_id instead of botId for the new API |
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$payload['bot_id'] = $credentials['botId']; |
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|
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$api = new FluentBotAPI($credentials['apiKey'], $apiUrl); |
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$result = $api->makeRequest($ticketId, $prompt, $payload); |
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|
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// For ticket_reply endpoint, return the full result with conversation_id |
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// For other endpoints, return just the content for backward compatibility |
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if ($type === 'ticket_reply' && is_array($result) && isset($result['content'])) { |
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return $result; |
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} elseif (is_array($result) && isset($result['content'])) { |
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return $result['content']; |
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} |
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|
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return $result; |
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} |
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|
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private function makeStreamAPICall(array $payload, string $prompt, int $ticketId, string $type = 'default', $productId = null) |
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{ |
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$apiUrl = static::BASE_URL . static::ENDPOINTS[$type]; |
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|
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$credentials = $this->resolveApiCredentials($productId); |
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|
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if (is_wp_error($credentials)) { |
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echo "data: " . json_encode(['error' => $credentials->get_error_message()]) . "\n\n"; |
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return; |
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} |
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|
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// Use bot_id instead of botId for the new API |
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$payload['bot_id'] = $credentials['botId']; |
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|
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$api = new FluentBotAPI($credentials['apiKey'], $apiUrl); |
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$api->makeStreamRequest($ticketId, $prompt, $payload); |
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} |
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|
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private function resolveApiCredentials($productId) |
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{ |
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$meta = Meta::where([ |
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'object_type' => 'fluent_bot_settings', |
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'object_id' => 1, |
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'key' => '_fs_fluent_bot_config' |
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])->first(); |
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|
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$config = $meta ? unserialize($meta->value) : []; |
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|
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$apiKey = $config['generalApiKey'] ?? ''; |
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$botId = $config['generalBotId'] ?? ''; |
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|
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if ($productId && !empty($config['productMappings']) && is_array($config['productMappings'])) { |
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foreach ($config['productMappings'] as $mapping) { |
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if ((int)$mapping['productId'] === (int)$productId) { |
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$apiKey = $mapping['apiKey'] ?? $apiKey; |
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$botId = $mapping['botId'] ?? $botId; |
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break; |
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} |
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} |
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} |
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|
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if (!$botId) { |
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return new \WP_Error( |
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'missing_bot_credentials', |
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__('Bot ID is not set for this product.', 'fluent-support') |
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); |
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} |
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|
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return [ |
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'apiKey' => $apiKey, |
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'botId' => $botId |
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]; |
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} |
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|
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private function getTicketMessages($ticket): array |
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{ |
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$messages = []; |
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$ticketArray = $ticket->toArray(); |
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|
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if (!empty($ticketArray['content'])) { |
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$messages[] = [ |
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'role' => 'customer', |
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'message' => $this->cleanText($ticketArray['content']), |
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]; |
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} |
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|
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foreach (Arr::get($ticketArray, 'responses', []) as $response) { |
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$role = Arr::get($response, 'person.person_type') === 'customer' ? 'customer' : 'support_agent'; |
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$messages[] = [ |
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'role' => $role, |
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'message' => $this->cleanText(Arr::get($response, 'content', '')), |
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]; |
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} |
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|
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return $messages; |
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} |
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|
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private function getSimpleTicketMessages($ticket): array |
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{ |
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$messages = []; |
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$ticketArray = $ticket->toArray(); |
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|
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if (!empty($ticketArray['content'])) { |
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$messages[] = [ |
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'role' => 'human', |
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'message' => $this->cleanText($ticketArray['content']), |
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]; |
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} |
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|
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foreach (Arr::get($ticketArray, 'responses', []) as $response) { |
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$role = Arr::get($response, 'person.person_type') === 'customer' ? 'human' : 'ai'; |
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$messages[] = [ |
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'role' => $role, |
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'message' => $this->cleanText(Arr::get($response, 'content', '')), |
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]; |
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} |
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|
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return $messages; |
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} |
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|
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|
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|
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private function cleanText(string $text): string |
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{ |
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return trim(strip_tags($text)); |
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} |
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|
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private function getModifyResponsePresets(): array |
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{ |
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$presets = [ |
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[ |
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'label' => 'Improve Writing', |
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'text' => 'shorten', |
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'description' => 'Use AI to refine the text by removing unnecessary words and making it more concise while retaining the original meaning and key information.' |
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], |
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[ |
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'label' => 'Fix Spelling & Grammar', |
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'text' => 'lengthen', |
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'description' => 'Apply AI to correct any spelling and grammatical errors in the text, ensuring it is free of mistakes and reads professionally.' |
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], |
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[ |
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'label' => 'Make Shorter', |
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'text' => 'friendly', |
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'description' => 'AI will modify the text to make it shorter and more casual, making it suitable for informal or friendly communication.' |
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], |
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[ |
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'label' => 'Make Longer', |
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'text' => 'professional', |
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'description' => 'Enhance the text by adding more details and using refined language to make it more formal and detailed, appropriate for professional settings.' |
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], |
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[ |
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'label' => 'Simplify Language', |
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'text' => 'simplify', |
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'description' => 'Utilize AI to simplify complex phrases and terminology, making the text easier to read and understand for a general audience.' |
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] |
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]; |
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|
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return apply_filters('fluent_support/get_modify_response_preset_prompts', $presets); |
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} |
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|
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private function getCreateResponsePresets(): array |
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{ |
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$presets = [ |
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[ |
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'label' => 'Request More Information', |
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'text' => 'requestInfo', |
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'description' => 'Ask the customer to provide additional details or clarification about the issue they reported. This helps in gathering more information to resolve the issue effectively.' |
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], |
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[ |
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'label' => 'Acknowledge Issue', |
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'text' => 'acknowledgeIssue', |
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'description' => 'Confirm receipt of the customer\'s issue and reassure them that it is being investigated. This demonstrates that their concern is being taken seriously.' |
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], |
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[ |
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'label' => 'Provide Solution', |
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'text' => 'provideSolution', |
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'description' => 'Offer a comprehensive solution or resolution to the problem described by the customer. This should address their concerns and provide actionable steps to resolve the issue.' |
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], |
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[ |
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'label' => 'Follow Up', |
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'text' => 'followUp', |
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'description' => 'Reach out to the customer after a solution has been provided to ensure that their issue has been resolved to their satisfaction. This helps in confirming the resolution and maintaining good customer relations.' |
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], |
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[ |
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'label' => 'Close Ticket', |
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'text' => 'closeTicket', |
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'description' => 'Notify the customer that their ticket will be closed as the issue has been resolved. Ensure that all their concerns are addressed before closing the ticket.' |
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] |
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]; |
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|
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return apply_filters('fluent_support/get_create_response_preset_prompts', $presets); |
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} |
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} |
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|
