| 1 |
<?php |
| 2 |
namespace FluentSupport\App\Services\Integrations\FluentBot; |
| 3 |
|
| 4 |
use FluentSupport\App\Models\Meta; |
| 5 |
use FluentSupport\App\Models\Conversation; |
| 6 |
use FluentSupport\App\Services\Integrations\FluentBot\FluentBotAPI; |
| 7 |
use FluentSupport\Framework\Support\Arr; |
| 8 |
use FluentSupport\App\Services\Helper; |
| 9 |
use WP_Error; |
| 10 |
class FluentBotHelper |
| 11 |
{ |
| 12 |
const BASE_URL = 'https://dash.fluentbot.ai/api'; |
| 13 |
|
| 14 |
const ENDPOINTS = [ |
| 15 |
'default' => '/responses', |
| 16 |
'ticket_reply' => '/chat/fs', |
| 17 |
]; |
| 18 |
|
| 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 |
| 25 |
{ |
| 26 |
if (defined('FLUENTBOT_API_BASE_URL') && FLUENTBOT_API_BASE_URL) { |
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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 |
$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 |
$payload = [ |
| 45 |
'source' => 'fluent_support', |
| 46 |
'prompt' => $prompt, |
| 47 |
'stream' => true, |
| 48 |
'chat_id' => $conversationId ?? null, |
| 49 |
'enable_web_search' => (bool) $webSearch, |
| 50 |
'temperature' => (float) $temperature, |
| 51 |
]; |
| 52 |
|
| 53 |
if (!empty($ticketMessages)) { |
| 54 |
$payload['ticket_conversation'] = $ticketMessages; |
| 55 |
} |
| 56 |
|
| 57 |
if (!empty($seedMessages)) { |
| 58 |
$payload['seed_messages'] = $seedMessages; |
| 59 |
} |
| 60 |
|
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return $this->makeStreamAPICall($payload, $prompt, $ticket->id, 'ticket_reply', $productId); |
| 62 |
} |
| 63 |
|
| 64 |
public function modifyResponse($prompt, $selectedText, $ticketId) |
| 65 |
{ |
| 66 |
$prompt = apply_filters('fluent_support/modify_selected_text', $prompt); |
| 67 |
$payload = [ |
| 68 |
'message' => "Instruction: {$prompt} Now apply this to the given text: {$selectedText}", |
| 69 |
]; |
| 70 |
|
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return $this->makeAPICall($payload, $prompt, $ticketId); |
| 72 |
} |
| 73 |
|
| 74 |
public function generateTicketSummary($ticket) |
| 75 |
{ |
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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.'; |
| 77 |
$prompt = apply_filters('fluent_support/generate_ticket_summary', $prompt); |
| 78 |
|
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$messages = $this->getSimpleTicketMessages($ticket); |
| 80 |
$payload = [ |
| 81 |
'message' => "Instruction: {$prompt} Ticket Data: " . json_encode($messages), |
| 82 |
]; |
| 83 |
|
| 84 |
return $this->makeAPICall($payload, $prompt, $ticket->id); |
| 85 |
} |
| 86 |
|
| 87 |
public function generateTicketTone($ticket) |
| 88 |
{ |
| 89 |
$prompt = 'What is the tone of this ticket? Is it positive, negative, or neutral? Provide a response with a single word.'; |
| 90 |
$prompt = apply_filters('fluent_support/find_customer_sentiment', $prompt); |
| 91 |
|
| 92 |
$messages = $this->getSimpleTicketMessages($ticket); |
| 93 |
$payload = [ |
| 94 |
'message' => "Instruction: {$prompt} Ticket Data: " . json_encode($messages), |
| 95 |
]; |
| 96 |
|
| 97 |
return $this->makeAPICall($payload, $prompt, $ticket->id); |
| 98 |
} |
| 99 |
|
| 100 |
public function getPresetPrompts(string $type): array |
| 101 |
{ |
| 102 |
if ($type === 'modifyResponse') { |
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return $this->getModifyResponsePresets(); |
| 104 |
} |
| 105 |
|
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if ($type === 'createResponse') { |
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$customPresets = $this->getCustomPresets(); |
| 108 |
if (!empty($customPresets)) { |
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return $customPresets; |
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} |
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return $this->getCreateResponsePresets(); |
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} |
| 113 |
|
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return []; |
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} |
| 116 |
|
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public function getCustomPresets(): array |
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{ |
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$meta = Meta::where([ |
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'object_type' => 'fluent_bot_settings', |
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'object_id' => 1, |
| 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'])) { |
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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 = [ |
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'object_type' => 'fluent_bot_settings', |
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'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 |
} |
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return []; |
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} |
| 168 |
|
| 169 |
$serialized = maybe_serialize($sanitized); |
| 170 |
|
| 171 |
if ($existing) { |
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// 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 |
private function makeAPICall(array $payload, string $prompt, int $ticketId, string $type = 'default', $productId = null ) |
| 184 |
{ |
| 185 |
$apiUrl = $this->apiBaseUrl() . static::ENDPOINTS[$type]; |
| 186 |
|
| 187 |
$credentials = $this->resolveApiCredentials($productId); |
| 188 |
|
| 189 |
if (is_wp_error($credentials)) { |
| 190 |
return $credentials; |
| 191 |
} |
| 192 |
|
| 193 |
// Use bot_id instead of botId for the new API |
| 194 |
$payload['bot_id'] = $credentials['botId']; |
| 195 |
|
| 196 |
$api = new FluentBotAPI($apiUrl, $credentials['apiKey']); |
| 197 |
$result = $api->makeRequest($ticketId, $prompt, $payload); |
| 198 |
|
| 199 |
// For ticket_reply endpoint, return the full result with chat_id |
| 200 |
// For other endpoints, return just the content for backward compatibility |
| 201 |
if ($type === 'ticket_reply' && is_array($result) && isset($result['content'])) { |
| 202 |
return $result; |
| 203 |
} elseif (is_array($result) && isset($result['content'])) { |
| 204 |
return $result['content']; |
| 205 |
} |
| 206 |
|
| 207 |
return $result; |
| 208 |
} |
| 209 |
|
| 210 |
private function makeStreamAPICall(array $payload, string $prompt, int $ticketId, string $type = 'default', $productId = null) |
| 211 |
{ |
| 212 |
$apiUrl = $this->apiBaseUrl() . static::ENDPOINTS[$type]; |
| 213 |
|
| 214 |
$credentials = $this->resolveApiCredentials($productId); |
| 215 |
|
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if (is_wp_error($credentials)) { |
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// 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 |
echo "data: " . json_encode(['error' => $credentials->get_error_message()]) . "\n\n"; |
| 221 |
return; |
| 222 |
} |
| 223 |
|
| 224 |
// Use bot_id instead of botId for the new API |
| 225 |
$payload['bot_id'] = $credentials['botId']; |
| 226 |
|
| 227 |
$api = new FluentBotAPI($apiUrl, $credentials['apiKey']); |
| 228 |
$api->makeStreamRequest($ticketId, $prompt, $payload); |
| 229 |
} |
| 230 |
|
| 231 |
public function getChatMessages($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 $body; |
| 265 |
} |
| 266 |
|
| 267 |
public function createFeedback($messageId, $reaction, $comment, $productId = null, $chatId = null) |
| 268 |
{ |
| 269 |
$credentials = $this->resolveApiCredentials($productId); |
| 270 |
|
| 271 |
if (is_wp_error($credentials)) { |
| 272 |
return $credentials; |
| 273 |
} |
| 274 |
|
| 275 |
$payload = [ |
| 276 |
'bot_id' => $credentials['botId'], |
| 277 |
'message_id' => $messageId, |
| 278 |
'reaction' => $reaction, |
| 279 |
'comments' => $comment, |
| 280 |
]; |
| 281 |
|
| 282 |
// Bind feedback to the ticket's chat so upstream can enforce message-to-chat ownership. |
| 283 |
if (!empty($chatId)) { |
| 284 |
$payload['chat_id'] = $chatId; |
| 285 |
} |
| 286 |
|
| 287 |
$response = wp_remote_post($this->apiBaseUrl() . '/feedbacks', [ |
| 288 |
'headers' => $this->requestHeaders($credentials['apiKey']), |
| 289 |
'body' => wp_json_encode($payload), |
| 290 |
'timeout' => 15, |
| 291 |
]); |
| 292 |
|
| 293 |
if (is_wp_error($response)) { |
| 294 |
return $response; |
| 295 |
} |
| 296 |
|
| 297 |
$body = json_decode(wp_remote_retrieve_body($response), true) ?: []; |
| 298 |
$code = wp_remote_retrieve_response_code($response); |
| 299 |
|
| 300 |
if ($code >= 400) { |
| 301 |
return new \WP_Error('feedback_error', $body['message'] ?? __('Failed to save feedback.', 'fluent-support')); |
| 302 |
} |
| 303 |
|
| 304 |
return $body; |
| 305 |
} |
| 306 |
|
| 307 |
public function deleteFeedback($feedbackId, $productId = null, $chatId = null) |
| 308 |
{ |
| 309 |
$credentials = $this->resolveApiCredentials($productId); |
| 310 |
|
| 311 |
if (is_wp_error($credentials)) { |
| 312 |
return $credentials; |
| 313 |
} |
| 314 |
|
| 315 |
$payload = [ |
| 316 |
'bot_id' => $credentials['botId'], |
| 317 |
]; |
| 318 |
|
| 319 |
// Bind delete to the ticket's chat so upstream can enforce feedback-to-chat ownership. |
| 320 |
if (!empty($chatId)) { |
| 321 |
$payload['chat_id'] = $chatId; |
| 322 |
} |
| 323 |
|
| 324 |
$response = wp_remote_request($this->apiBaseUrl() . '/feedbacks/' . $feedbackId, [ |
| 325 |
'method' => 'DELETE', |
| 326 |
'headers' => $this->requestHeaders($credentials['apiKey']), |
| 327 |
'body' => wp_json_encode($payload), |
| 328 |
'timeout' => 15, |
| 329 |
]); |
| 330 |
|
| 331 |
if (is_wp_error($response)) { |
| 332 |
return $response; |
| 333 |
} |
| 334 |
|
| 335 |
$body = json_decode(wp_remote_retrieve_body($response), true) ?: []; |
| 336 |
$code = wp_remote_retrieve_response_code($response); |
| 337 |
|
| 338 |
if ($code >= 400) { |
| 339 |
return new \WP_Error('feedback_error', $body['message'] ?? __('Failed to delete feedback.', 'fluent-support')); |
| 340 |
} |
| 341 |
|
| 342 |
return $body; |
| 343 |
} |
| 344 |
|
| 345 |
private function resolveApiCredentials($productId) |
| 346 |
{ |
| 347 |
$meta = Meta::where([ |
| 348 |
'object_type' => 'fluent_bot_settings', |
| 349 |
'object_id' => 1, |
| 350 |
'key' => '_fs_fluent_bot_config' |
| 351 |
])->orderByDesc('id')->first(); |
| 352 |
|
| 353 |
$config = $meta ? Helper::safeUnserialize($meta->value) : []; |
| 354 |
if (!is_array($config)) { |
| 355 |
$config = []; |
| 356 |
} |
| 357 |
|
| 358 |
// Default true for backward compatibility with configs saved before this flag existed. |
| 359 |
$generalBotEnabled = !array_key_exists('generalBotEnabled', $config) |
| 360 |
|| filter_var($config['generalBotEnabled'], FILTER_VALIDATE_BOOLEAN); |
| 361 |
|
| 362 |
$generalBotId = $config['generalBotId'] ?? ''; |
| 363 |
$botId = $generalBotEnabled ? $generalBotId : ''; |
| 364 |
$matchedProductMapping = false; |
| 365 |
|
| 366 |
if ($productId && !empty($config['productMappings']) && is_array($config['productMappings'])) { |
| 367 |
foreach ($config['productMappings'] as $mapping) { |
| 368 |
if ((int)$mapping['productId'] === (int)$productId) { |
| 369 |
$mappingBotId = trim((string)($mapping['botId'] ?? '')); |
| 370 |
if ($mappingBotId !== '') { |
| 371 |
$botId = $mappingBotId; |
| 372 |
$matchedProductMapping = true; |
| 373 |
} |
| 374 |
break; |
| 375 |
} |
| 376 |
} |
| 377 |
} |
| 378 |
|
| 379 |
if (!$botId) { |
| 380 |
// Distinguish the "general bot disabled with no product mapping" case so admins |
| 381 |
// see a clear reason rather than a generic missing-credentials error. |
| 382 |
if (!$matchedProductMapping && !$generalBotEnabled) { |
| 383 |
return new \WP_Error( |
| 384 |
'general_bot_disabled', |
| 385 |
__('General bot is disabled and no product-specific bot is configured for this product.', 'fluent-support') |
| 386 |
); |
| 387 |
} |
| 388 |
return new \WP_Error( |
| 389 |
'missing_bot_credentials', |
| 390 |
__('Bot ID is not set for this product.', 'fluent-support') |
| 391 |
); |
| 392 |
} |
| 393 |
|
| 394 |
// The FluentBot API is team-scoped: a single API key authenticates every |
| 395 |
// bot in the team, so one general key covers both the general and any |
| 396 |
// product-specific bot. It is now required — the API rejects anonymous |
| 397 |
// calls — so surface a clear config error instead of a raw 401. |
| 398 |
$apiKey = trim((string)($config['generalApiKey'] ?? '')); |
| 399 |
if ($apiKey === '') { |
| 400 |
return new \WP_Error( |
| 401 |
'missing_api_key', |
| 402 |
__('FluentBot API key is not set. Add it in the FluentBot integration settings.', 'fluent-support') |
| 403 |
); |
| 404 |
} |
| 405 |
|
| 406 |
return [ |
| 407 |
'botId' => $botId, |
| 408 |
'apiKey' => $apiKey, |
| 409 |
]; |
| 410 |
} |
| 411 |
|
| 412 |
/** |
| 413 |
* Build the outbound request headers, attaching the team API key as a |
| 414 |
* Bearer token so upstream can authenticate + team-scope the call. |
| 415 |
*/ |
| 416 |
private function requestHeaders(string $apiKey): array |
| 417 |
{ |
| 418 |
$headers = ['Content-Type' => 'application/json']; |
| 419 |
|
| 420 |
if ($apiKey !== '') { |
| 421 |
$headers['Authorization'] = 'Bearer ' . $apiKey; |
| 422 |
} |
| 423 |
|
| 424 |
return $headers; |
| 425 |
} |
| 426 |
|
| 427 |
private function getTicketMessages($ticket, $includeTicketContent = true): array |
| 428 |
{ |
| 429 |
$messages = []; |
| 430 |
$ticketArray = $ticket->toArray(); |
| 431 |
|
| 432 |
if ($includeTicketContent && !empty($ticketArray['content'])) { |
| 433 |
$messages[] = [ |
| 434 |
'role' => 'customer', |
| 435 |
'message' => $this->cleanText($ticketArray['content']), |
| 436 |
]; |
| 437 |
} |
| 438 |
|
| 439 |
foreach (Arr::get($ticketArray, 'responses', []) as $response) { |
| 440 |
$role = Arr::get($response, 'person.person_type') === 'customer' ? 'customer' : 'support_agent'; |
| 441 |
$messages[] = [ |
| 442 |
'role' => $role, |
| 443 |
'message' => $this->cleanText(Arr::get($response, 'content', '')), |
| 444 |
]; |
| 445 |
} |
| 446 |
|
| 447 |
return $messages; |
| 448 |
} |
| 449 |
|
| 450 |
private function getSelectedTicketMessages($ticket, array $selectedIds, $includeTicketContent = true): array |
| 451 |
{ |
| 452 |
$messages = []; |
| 453 |
|
| 454 |
if ($includeTicketContent && !empty($ticket->content)) { |
| 455 |
$messages[] = [ |
| 456 |
'role' => 'customer', |
| 457 |
'message' => $this->cleanText($ticket->content), |
| 458 |
]; |
| 459 |
} |
| 460 |
|
| 461 |
$conversationIds = array_map('intval', array_filter($selectedIds, 'is_numeric')); |
| 462 |
|
| 463 |
if (!empty($conversationIds)) { |
| 464 |
$responses = Conversation::where('ticket_id', $ticket->id) |
| 465 |
->whereIn('id', $conversationIds) |
| 466 |
->where('conversation_type', 'response') |
| 467 |
->with('person:id,person_type') |
| 468 |
->orderBy('id', 'asc') |
| 469 |
->get(); |
| 470 |
|
| 471 |
foreach ($responses as $resp) { |
| 472 |
$role = ($resp->person && $resp->person->person_type === 'customer') ? 'customer' : 'support_agent'; |
| 473 |
$messages[] = [ |
| 474 |
'role' => $role, |
| 475 |
'message' => $this->cleanText($resp->content ?? ''), |
| 476 |
]; |
| 477 |
} |
| 478 |
} |
| 479 |
|
| 480 |
return $messages; |
| 481 |
} |
| 482 |
|
| 483 |
private function getSimpleTicketMessages($ticket): array |
| 484 |
{ |
| 485 |
$messages = []; |
| 486 |
$ticketArray = $ticket->toArray(); |
| 487 |
|
| 488 |
if (!empty($ticketArray['content'])) { |
| 489 |
$messages[] = [ |
| 490 |
'role' => 'visitor', |
| 491 |
'message' => $this->cleanText($ticketArray['content']), |
| 492 |
]; |
| 493 |
} |
| 494 |
|
| 495 |
foreach (Arr::get($ticketArray, 'responses', []) as $response) { |
| 496 |
$role = Arr::get($response, 'person.person_type') === 'customer' ? 'visitor' : 'ai'; |
| 497 |
$messages[] = [ |
| 498 |
'role' => $role, |
| 499 |
'message' => $this->cleanText(Arr::get($response, 'content', '')), |
| 500 |
]; |
| 501 |
} |
| 502 |
|
| 503 |
return $messages; |
| 504 |
} |
| 505 |
|
| 506 |
|
| 507 |
|
| 508 |
private function cleanText(string $text): string |
| 509 |
{ |
| 510 |
return trim(wp_strip_all_tags($text)); |
| 511 |
} |
| 512 |
|
| 513 |
private function getModifyResponsePresets(): array |
| 514 |
{ |
| 515 |
$presets = [ |
| 516 |
[ |
| 517 |
'label' => 'Improve Writing', |
| 518 |
'text' => 'shorten', |
| 519 |
'description' => 'Use AI to refine the text by removing unnecessary words and making it more concise while retaining the original meaning and key information.' |
| 520 |
], |
| 521 |
[ |
| 522 |
'label' => 'Fix Spelling & Grammar', |
| 523 |
'text' => 'lengthen', |
| 524 |
'description' => 'Apply AI to correct any spelling and grammatical errors in the text, ensuring it is free of mistakes and reads professionally.' |
| 525 |
], |
| 526 |
[ |
| 527 |
'label' => 'Make Shorter', |
| 528 |
'text' => 'friendly', |
| 529 |
'description' => 'AI will modify the text to make it shorter and more casual, making it suitable for informal or friendly communication.' |
| 530 |
], |
| 531 |
[ |
| 532 |
'label' => 'Make Longer', |
| 533 |
'text' => 'professional', |
| 534 |
'description' => 'Enhance the text by adding more details and using refined language to make it more formal and detailed, appropriate for professional settings.' |
| 535 |
], |
| 536 |
[ |
| 537 |
'label' => 'Simplify Language', |
| 538 |
'text' => 'simplify', |
| 539 |
'description' => 'Utilize AI to simplify complex phrases and terminology, making the text easier to read and understand for a general audience.' |
| 540 |
] |
| 541 |
]; |
| 542 |
|
| 543 |
return apply_filters('fluent_support/get_modify_response_preset_prompts', $presets); |
| 544 |
} |
| 545 |
|
| 546 |
private function getCreateResponsePresets(): array |
| 547 |
{ |
| 548 |
$presets = [ |
| 549 |
[ |
| 550 |
'label' => 'Request More Information', |
| 551 |
'text' => 'requestInfo', |
| 552 |
'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.' |
| 553 |
], |
| 554 |
[ |
| 555 |
'label' => 'Acknowledge Issue', |
| 556 |
'text' => 'acknowledgeIssue', |
| 557 |
'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.' |
| 558 |
], |
| 559 |
[ |
| 560 |
'label' => 'Provide Solution', |
| 561 |
'text' => 'provideSolution', |
| 562 |
'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.' |
| 563 |
], |
| 564 |
[ |
| 565 |
'label' => 'Follow Up', |
| 566 |
'text' => 'followUp', |
| 567 |
'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.' |
| 568 |
], |
| 569 |
[ |
| 570 |
'label' => 'Close Ticket', |
| 571 |
'text' => 'closeTicket', |
| 572 |
'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.' |
| 573 |
] |
| 574 |
]; |
| 575 |
|
| 576 |
return apply_filters('fluent_support/get_create_response_preset_prompts', $presets); |
| 577 |
} |
| 578 |
} |
| 579 |
|
