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Fluent Support – Helpdesk & Customer Support Ticket System / 2.1.1
Fluent Support – Helpdesk & Customer Support Ticket System v2.1.1
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← All changes | app/Services/Integrations/FluentBot/FluentBotHelper.php +13 -337 2.4.0 → 2.1.1 View file →
@@ -1,9 +1,8 @@
1 1 <?php
2 2 namespace FluentSupport\App\Services\Integrations\FluentBot;
3 3
4 4 use FluentSupport\App\Models\Meta;
5 -use FluentSupport\App\Models\Conversation;
6 5 use FluentSupport\App\Services\Integrations\FluentBot\FluentBotAPI;
7 6 use FluentSupport\Framework\Support\Arr;
8 7 use FluentSupport\App\Services\Helper;
9 8 use WP_Error;
@@ -15,50 +14,18 @@
15 14 'default' => '/responses',
16 15 'ticket_reply' => '/chat/fs',
17 16 ];
18 17
19 - /**
20 - * Resolve the FluentBot API base URL. Defaults to production; overridable
21 - * for local/staging via the `FLUENTBOT_API_BASE_URL` constant (wp-config)
22 - * or the `fluent_support/fluentbot_api_base_url` filter.
23 - */
24 - private function apiBaseUrl(): string
18 + public function generateStreamResponse($prompt, $ticket, $productId, $conversationId = null)
25 19 {
26 - if (defined('FLUENTBOT_API_BASE_URL') && FLUENTBOT_API_BASE_URL) {
27 - return rtrim((string) FLUENTBOT_API_BASE_URL, '/');
28 - }
29 -
30 - return rtrim((string) apply_filters('fluent_support/fluentbot_api_base_url', static::BASE_URL), '/');
31 - }
32 -
33 - public function generateStreamResponse($prompt, $ticket, $productId, $conversationId = null, $selectedConversations = null, $includeTicketContent = true, $seedMessages = null, $webSearch = false, $temperature = 0)
34 - {
35 20 $prompt = apply_filters('fluent_support/generate_response', $prompt, $ticket);
36 -
37 - $ticketMessages = [];
38 - if ($selectedConversations !== null) {
39 - $ticketMessages = $this->getSelectedTicketMessages($ticket, $selectedConversations, $includeTicketContent);
40 - } else {
41 - $ticketMessages = $this->getTicketMessages($ticket, $includeTicketContent);
42 - }
43 -
44 21 $payload = [
22 + 'ticket_conversation' => $this->getTicketMessages($ticket),
45 23 'source' => 'fluent_support',
46 24 'prompt' => $prompt,
47 25 'stream' => true,
48 26 'chat_id' => $conversationId ?? null,
49 - 'enable_web_search' => (bool) $webSearch,
50 - 'temperature' => (float) $temperature,
51 27 ];
52 -
53 - if (!empty($ticketMessages)) {
54 - $payload['ticket_conversation'] = $ticketMessages;
55 - }
56 -
57 - if (!empty($seedMessages)) {
58 - $payload['seed_messages'] = $seedMessages;
59 - }
60 -
61 28 return $this->makeStreamAPICall($payload, $prompt, $ticket->id, 'ticket_reply', $productId);
62 29 }
63 30
64 31 public function modifyResponse($prompt, $selectedText, $ticketId)
@@ -103,12 +70,8 @@
103 70 return $this->getModifyResponsePresets();
104 71 }
105 72
106 73 if ($type === 'createResponse') {
107 - $customPresets = $this->getCustomPresets();
108 - if (!empty($customPresets)) {
109 - return $customPresets;
110 - }
111 74 return $this->getCreateResponsePresets();
112 75 }
113 76
114 77 return [];
@@ -113,77 +76,11 @@
113 76
114 77 return [];
115 78 }
116 79
117 - public function getCustomPresets(): array
118 - {
119 - $meta = Meta::where([
120 - 'object_type' => 'fluent_bot_settings',
121 - 'object_id' => 1,
122 - 'key' => '_fs_fluent_bot_presets'
123 - ])->orderByDesc('id')->first();
124 -
125 - if (!$meta) {
126 - return [];
127 - }
128 -
129 - $presets = Helper::safeUnserialize($meta->value);
130 -
131 - return is_array($presets) ? $presets : [];
132 - }
133 -
134 - public function saveCustomPresets(array $presets): array
135 - {
136 - $sanitized = [];
137 - foreach ($presets as $index => $preset) {
138 - if (empty($preset['label']) || empty($preset['description'])) {
139 - continue;
140 - }
141 - $sanitized[] = [
142 - 'label' => sanitize_text_field($preset['label']),
143 - 'text' => sanitize_text_field($preset['text'] ?? 'preset_' . $index),
144 - 'description' => sanitize_textarea_field($preset['description']),
145 - 'position' => intval($preset['position'] ?? $index),
146 - ];
147 - }
148 -
149 - usort($sanitized, function ($a, $b) {
150 - return $a['position'] - $b['position'];
151 - });
152 -
153 - $where = [
154 - 'object_type' => 'fluent_bot_settings',
155 - 'object_id' => 1,
156 - 'key' => '_fs_fluent_bot_presets'
157 - ];
158 -
159 - $existing = Meta::where($where)->orderByDesc('id')->first();
160 -
161 - if (empty($sanitized)) {
162 - if ($existing) {
163 - // Delete all rows for this key (including duplicates)
164 - Meta::where($where)->delete();
165 - }
166 - return [];
167 - }
168 -
169 - $serialized = maybe_serialize($sanitized);
170 -
171 - if ($existing) {
172 - // Update the latest row; do not prune siblings — concurrent first-writes could
173 - // race and delete each other's inserts, leaving zero rows (data loss).
174 - // Reads use orderByDesc('id')->first() so duplicates are harmless at read time.
175 - $existing->update(['value' => $serialized]);
176 - } else {
177 - Meta::create(array_merge($where, ['value' => $serialized]));
178 - }
179 -
180 - return $sanitized;
181 - }
182 -
183 80 private function makeAPICall(array $payload, string $prompt, int $ticketId, string $type = 'default', $productId = null )
184 81 {
185 - $apiUrl = $this->apiBaseUrl() . static::ENDPOINTS[$type];
82 + $apiUrl = static::BASE_URL . static::ENDPOINTS[$type];
186 83
187 84 $credentials = $this->resolveApiCredentials($productId);
188 85
189 86 if (is_wp_error($credentials)) {
@@ -192,9 +89,9 @@
192 89
193 90 // Use bot_id instead of botId for the new API
194 91 $payload['bot_id'] = $credentials['botId'];
195 92
196 - $api = new FluentBotAPI($apiUrl, $credentials['apiKey']);
93 + $api = new FluentBotAPI($apiUrl);
197 94 $result = $api->makeRequest($ticketId, $prompt, $payload);
198 95
199 96 // For ticket_reply endpoint, return the full result with chat_id
200 97 // For other endpoints, return just the content for backward compatibility
@@ -208,16 +105,13 @@
208 105 }
209 106
210 107 private function makeStreamAPICall(array $payload, string $prompt, int $ticketId, string $type = 'default', $productId = null)
211 108 {
212 - $apiUrl = $this->apiBaseUrl() . static::ENDPOINTS[$type];
109 + $apiUrl = static::BASE_URL . static::ENDPOINTS[$type];
213 110
214 111 $credentials = $this->resolveApiCredentials($productId);
215 112
216 113 if (is_wp_error($credentials)) {
217 - // Emit as an SSE `error` event (not a bare `data:` frame) so the client
218 - // shows a proper error state instead of rendering the JSON as AI text.
219 - echo "event: error\n";
220 114 echo "data: " . json_encode(['error' => $credentials->get_error_message()]) . "\n\n";
221 115 return;
222 116 }
223 117
@@ -223,148 +117,12 @@
223 117
224 118 // Use bot_id instead of botId for the new API
225 119 $payload['bot_id'] = $credentials['botId'];
226 120
227 - $api = new FluentBotAPI($apiUrl, $credentials['apiKey']);
121 + $api = new FluentBotAPI($apiUrl);
228 122 $api->makeStreamRequest($ticketId, $prompt, $payload);
229 123 }
230 124
231 - public function getChatMessages($chatId, $productId = null, $cursor = null)
232 - {
233 - $credentials = $this->resolveApiCredentials($productId);
234 -
235 - if (is_wp_error($credentials)) {
236 - return $credentials;
237 - }
238 -
239 - $botId = $credentials['botId'];
240 - $url = $this->apiBaseUrl() . '/bots/' . $botId . '/chats/' . $chatId . '/messages';
241 -
242 - if ($cursor) {
243 - $url .= '?cursor=' . urlencode($cursor);
244 - }
245 -
246 - $response = wp_remote_get($url, [
247 - 'headers' => $this->requestHeaders($credentials['apiKey']),
248 - 'timeout' => 30,
249 - ]);
250 -
251 - if (is_wp_error($response)) {
252 - return $response;
253 - }
254 -
255 - $body = json_decode(wp_remote_retrieve_body($response), true) ?: [];
256 -
257 - if (wp_remote_retrieve_response_code($response) !== 200) {
258 - return new \WP_Error(
259 - 'fluent_bot_messages_error',
260 - $body['message'] ?? __('Failed to fetch chat messages.', 'fluent-support')
261 - );
262 - }
263 -
264 - return $body;
265 - }
266 -
267 - /**
268 - * Reconnect to an in-flight turn and stream its buffered SSE straight to the
269 - * browser. Writes directly to the output stream, so it returns nothing on
270 - * success; a credentials failure is emitted as an SSE `error` frame because the
271 - * caller has already sent SSE headers by this point.
272 - */
273 - public function resumeChatStream($chatId, $productId = null)
274 - {
275 - $credentials = $this->resolveApiCredentials($productId);
276 -
277 - if (is_wp_error($credentials)) {
278 - echo "event: error\n";
279 - echo "data: " . wp_json_encode(['error' => $credentials->get_error_message()]) . "\n\n";
280 - flush();
281 - return;
282 - }
283 -
284 - $url = $this->apiBaseUrl() . '/bots/' . $credentials['botId'] . '/chats/' . $chatId . '/stream';
285 -
286 - (new FluentBotAPI($url, $credentials['apiKey']))->makeResumeStreamRequest();
287 - }
288 -
289 - public function createFeedback($messageId, $reaction, $comment, $productId = null, $chatId = null)
290 - {
291 - $credentials = $this->resolveApiCredentials($productId);
292 -
293 - if (is_wp_error($credentials)) {
294 - return $credentials;
295 - }
296 -
297 - $payload = [
298 - 'bot_id' => $credentials['botId'],
299 - 'message_id' => $messageId,
300 - 'reaction' => $reaction,
301 - 'comments' => $comment,
302 - ];
303 -
304 - // Bind feedback to the ticket's chat so upstream can enforce message-to-chat ownership.
305 - if (!empty($chatId)) {
306 - $payload['chat_id'] = $chatId;
307 - }
308 -
309 - $response = wp_remote_post($this->apiBaseUrl() . '/feedbacks', [
310 - 'headers' => $this->requestHeaders($credentials['apiKey']),
311 - 'body' => wp_json_encode($payload),
312 - 'timeout' => 15,
313 - ]);
314 -
315 - if (is_wp_error($response)) {
316 - return $response;
317 - }
318 -
319 - $body = json_decode(wp_remote_retrieve_body($response), true) ?: [];
320 - $code = wp_remote_retrieve_response_code($response);
321 -
322 - if ($code >= 400) {
323 - return new \WP_Error('feedback_error', $body['message'] ?? __('Failed to save feedback.', 'fluent-support'));
324 - }
325 -
326 - return $body;
327 - }
328 -
329 - public function deleteFeedback($feedbackId, $productId = null, $chatId = null)
330 - {
331 - $credentials = $this->resolveApiCredentials($productId);
332 -
333 - if (is_wp_error($credentials)) {
334 - return $credentials;
335 - }
336 -
337 - $payload = [
338 - 'bot_id' => $credentials['botId'],
339 - ];
340 -
341 - // Bind delete to the ticket's chat so upstream can enforce feedback-to-chat ownership.
342 - if (!empty($chatId)) {
343 - $payload['chat_id'] = $chatId;
344 - }
345 -
346 - $response = wp_remote_request($this->apiBaseUrl() . '/feedbacks/' . $feedbackId, [
347 - 'method' => 'DELETE',
348 - 'headers' => $this->requestHeaders($credentials['apiKey']),
349 - 'body' => wp_json_encode($payload),
350 - 'timeout' => 15,
351 - ]);
352 -
353 - if (is_wp_error($response)) {
354 - return $response;
355 - }
356 -
357 - $body = json_decode(wp_remote_retrieve_body($response), true) ?: [];
358 - $code = wp_remote_retrieve_response_code($response);
359 -
360 - if ($code >= 400) {
361 - return new \WP_Error('feedback_error', $body['message'] ?? __('Failed to delete feedback.', 'fluent-support'));
362 - }
363 -
364 - return $body;
365 - }
366 -
367 125 private function resolveApiCredentials($productId)
368 126 {
369 127 $meta = Meta::where([
370 128 'object_type' => 'fluent_bot_settings',
@@ -369,31 +127,18 @@
369 127 $meta = Meta::where([
370 128 'object_type' => 'fluent_bot_settings',
371 129 'object_id' => 1,
372 130 'key' => '_fs_fluent_bot_config'
373 - ])->orderByDesc('id')->first();
131 + ])->first();
374 132
375 133 $config = $meta ? Helper::safeUnserialize($meta->value) : [];
376 - if (!is_array($config)) {
377 - $config = [];
378 - }
379 134
380 - // Default true for backward compatibility with configs saved before this flag existed.
381 - $generalBotEnabled = !array_key_exists('generalBotEnabled', $config)
382 - || filter_var($config['generalBotEnabled'], FILTER_VALIDATE_BOOLEAN);
135 + $botId = $config['generalBotId'] ?? '';
383 136
384 - $generalBotId = $config['generalBotId'] ?? '';
385 - $botId = $generalBotEnabled ? $generalBotId : '';
386 - $matchedProductMapping = false;
387 -
388 137 if ($productId && !empty($config['productMappings']) && is_array($config['productMappings'])) {
389 138 foreach ($config['productMappings'] as $mapping) {
390 139 if ((int)$mapping['productId'] === (int)$productId) {
391 - $mappingBotId = trim((string)($mapping['botId'] ?? ''));
392 - if ($mappingBotId !== '') {
393 - $botId = $mappingBotId;
394 - $matchedProductMapping = true;
395 - }
140 + $botId = $mapping['botId'] ?? $botId;
396 141 break;
397 142 }
398 143 }
399 144 }
@@ -398,16 +143,8 @@
398 143 }
399 144 }
400 145
401 146 if (!$botId) {
402 - // Distinguish the "general bot disabled with no product mapping" case so admins
403 - // see a clear reason rather than a generic missing-credentials error.
404 - if (!$matchedProductMapping && !$generalBotEnabled) {
405 - return new \WP_Error(
406 - 'general_bot_disabled',
407 - __('General bot is disabled and no product-specific bot is configured for this product.', 'fluent-support')
408 - );
409 - }
410 147 return new \WP_Error(
411 148 'missing_bot_credentials',
412 149 __('Bot ID is not set for this product.', 'fluent-support')
413 150 );
@@ -412,47 +149,19 @@
412 149 __('Bot ID is not set for this product.', 'fluent-support')
413 150 );
414 151 }
415 152
416 - // The FluentBot API is team-scoped: a single API key authenticates every
417 - // bot in the team, so one general key covers both the general and any
418 - // product-specific bot. It is now required — the API rejects anonymous
419 - // calls — so surface a clear config error instead of a raw 401.
420 - $apiKey = trim((string)($config['generalApiKey'] ?? ''));
421 - if ($apiKey === '') {
422 - return new \WP_Error(
423 - 'missing_api_key',
424 - __('FluentBot API key is not set. Add it in the FluentBot integration settings.', 'fluent-support')
425 - );
426 - }
427 -
428 153 return [
429 - 'botId' => $botId,
430 - 'apiKey' => $apiKey,
154 + 'botId' => $botId
431 155 ];
432 156 }
433 157
434 - /**
435 - * Build the outbound request headers, attaching the team API key as a
436 - * Bearer token so upstream can authenticate + team-scope the call.
437 - */
438 - private function requestHeaders(string $apiKey): array
158 + private function getTicketMessages($ticket): array
439 159 {
440 - $headers = ['Content-Type' => 'application/json'];
441 -
442 - if ($apiKey !== '') {
443 - $headers['Authorization'] = 'Bearer ' . $apiKey;
444 - }
445 -
446 - return $headers;
447 - }
448 -
449 - private function getTicketMessages($ticket, $includeTicketContent = true): array
450 - {
451 160 $messages = [];
452 161 $ticketArray = $ticket->toArray();
453 162
454 - if ($includeTicketContent && !empty($ticketArray['content'])) {
163 + if (!empty($ticketArray['content'])) {
455 164 $messages[] = [
456 165 'role' => 'customer',
457 166 'message' => $this->cleanText($ticketArray['content']),
458 167 ];
@@ -468,41 +177,8 @@
468 177
469 178 return $messages;
470 179 }
471 180
472 - private function getSelectedTicketMessages($ticket, array $selectedIds, $includeTicketContent = true): array
473 - {
474 - $messages = [];
475 -
476 - if ($includeTicketContent && !empty($ticket->content)) {
477 - $messages[] = [
478 - 'role' => 'customer',
479 - 'message' => $this->cleanText($ticket->content),
480 - ];
481 - }
482 -
483 - $conversationIds = array_map('intval', array_filter($selectedIds, 'is_numeric'));
484 -
485 - if (!empty($conversationIds)) {
486 - $responses = Conversation::where('ticket_id', $ticket->id)
487 - ->whereIn('id', $conversationIds)
488 - ->where('conversation_type', 'response')
489 - ->with('person:id,person_type')
490 - ->orderBy('id', 'asc')
491 - ->get();
492 -
493 - foreach ($responses as $resp) {
494 - $role = ($resp->person && $resp->person->person_type === 'customer') ? 'customer' : 'support_agent';
495 - $messages[] = [
496 - 'role' => $role,
497 - 'message' => $this->cleanText($resp->content ?? ''),
498 - ];
499 - }
500 - }
501 -
502 - return $messages;
503 - }
504 -
505 181 private function getSimpleTicketMessages($ticket): array
506 182 {
507 183 $messages = [];
508 184 $ticketArray = $ticket->toArray();
@@ -528,9 +204,9 @@
528 204
529 205
530 206 private function cleanText(string $text): string
531 207 {
532 - return trim(wp_strip_all_tags($text));
208 + return trim(strip_tags($text));
533 209 }
534 210
535 211 private function getModifyResponsePresets(): array
536 212 {