fluent-support / app / Http / Controllers / FluentBotController.php

FluentBotController.php in Fluent Support – Helpdesk & Customer Support Ticket System 2.4.5, at app/Http/Controllers/FluentBotController.php

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1	<?php
2
3	namespace FluentSupport\App\Http\Controllers;
4
5
6	use FluentSupport\Framework\Http\Request\Request;
7	use FluentSupport\App\Http\Controllers\Controller;
8	use FluentSupport\App\Models\Ticket;
9	use FluentSupport\App\Models\Meta;
10	use FluentSupport\App\Services\Helper;
11	use FluentSupport\App\Services\Integrations\FluentBot\FluentBotService;
12
13	class FluentBotController extends Controller
14	{
15	private const CHAT_ID_PATTERN = '/^[0-9a-f]{8}-[0-9a-f]{4}-[0-9a-f]{4}-[0-9a-f]{4}-[0-9a-f]{12}$/i';
16	private const MAX_SELECTED_CONVERSATIONS = 500;
17	private const MAX_SEED_MESSAGES = 50;
18	private const MAX_SEED_MESSAGE_LENGTH = 5000;
19
20	public function getPresetPrompts(Request $request)
21	{
22	// A missing type gets no presets rather than a TypeError.
23	$type = (string) $request->getSafe('type', 'sanitize_text_field', '');
24
25	try {
26	return (new FluentBotService())->getPresetPrompts($type);
27	} catch (\Exception $e) {
28	return $this->sendError([
29	'message' => Helper::getSafeErrorMessage($e)
30	]);
31	}
32	}
33
34	// Which products have a bot and whether a general bot exists, without bot IDs.
35	// Open to any agent with ticket access, not just settings managers.
36	public function getRuntimeConfig()
37	{
38	$meta = Meta::where([
39	'object_type' => 'fluent_bot_settings',
40	'object_id' => 1,
41	'key' => '_fs_fluent_bot_config'
42	])->orderByDesc('id')->first();
43
44	$settings = $meta ? Helper::safeUnserialize($meta->value) : [];
45	if (!is_array($settings)) {
46	$settings = [];
47	}
48
49	// Configs saved before this flag existed count as enabled.
50	$generalBotEnabled = !array_key_exists('generalBotEnabled', $settings)
51	\|\| filter_var($settings['generalBotEnabled'], FILTER_VALIDATE_BOOLEAN);
52
53	$hasGeneralBot = $generalBotEnabled
54	&& !empty($settings['generalBotId'])
55	&& trim((string) $settings['generalBotId']) !== '';
56
57	$configuredProductIds = [];
58	foreach (($settings['productMappings'] ?? []) as $mapping) {
59	if (!is_array($mapping)) {
60	continue;
61	}
62	$botId = $mapping['botId'] ?? '';
63	if (trim((string) $botId) === '') {
64	continue;
65	}
66	$productId = intval($mapping['productId'] ?? 0);
67	if ($productId > 0) {
68	$configuredProductIds[] = $productId;
69	}
70	}
71
72	return [
73	'hasGeneralBot' => $hasGeneralBot,
74	'configuredProductIds' => array_values(array_unique($configuredProductIds)),
75	];
76	}
77
78	public function generateResponse(Request $request, $id)
79	{
80	$ticketId = intval($id);
81	$productId = $request->getSafe('product_id', 'intval');
82	$prompt = $request->getSafe('content', 'sanitize_text_field');
83	$conversationId = $request->getSafe('chat_id', 'sanitize_text_field', '');
84	$selectedText = $request->getSafe('selectedText', 'sanitize_text_field', '');
85	$type = $request->getSafe('type', 'sanitize_text_field', 'response');
86
87	try {
88	$customAI = new FluentBotService();
89
90	$ticket = Ticket::findOrFail($ticketId);
91	$this->ensureCanAccessTicket($ticket);
92
93	if ($type === 'modifyResponse') {
94	$result = $customAI->modifyResponse($prompt, $selectedText, $ticketId);
95	} else {
96	$ticket->load('responses');
97	$result = $customAI->generateResponse($prompt, $ticket, $productId, $conversationId ?: null);
98	}
99
100	return $result;
101	} catch (\Exception $e) {
102	return $this->sendError([
103	'message' => Helper::getSafeErrorMessage($e)
104	]);
105	}
106	}
107
108
109
110	public function generateStreamResponse(Request $request, $id)
111	{
112	$ticketId = intval($id);
113	$productId = $request->getSafe('product_id', 'intval');
114	$prompt = $request->getSafe('content', 'sanitize_text_field');
115	$selectedText = $request->getSafe('selectedText', 'sanitize_text_field', '');
116	$type = $request->getSafe('type', 'sanitize_text_field', 'response');
117	// Absent key means full ticket context. An empty list means the agent
118	// deselected every response, so stay in selected mode.
119	$selectedConversations = $request->exists('selected_conversations')
120	? array_slice(
121	array_values(array_filter(array_map('intval', (array) $request->get('selected_conversations', [])))),
122	0, self::MAX_SELECTED_CONVERSATIONS
123	)
124	: null;
125	$includeTicketContent = filter_var($request->get('include_ticket_content', true), FILTER_VALIDATE_BOOLEAN);
126	$webSearch = filter_var($request->get('web_search', false), FILTER_VALIDATE_BOOLEAN);
127	$temperature = max(0, min(2, floatval($request->get('temperature', 0))));
128
129	$seedMessagesRaw = array_slice((array) $request->get('conversation_history', []), -self::MAX_SEED_MESSAGES);
130	$seedMessages = [];
131	foreach ($seedMessagesRaw as $m) {
132	if (!is_array($m)) {
133	continue;
134	}
135	$role = $m['role'] ?? '';
136	if (!in_array($role, ['visitor', 'ai'], true)) {
137	continue;
138	}
139	$content = (string) ($m['content'] ?? '');
140	if ($content === '') {
141	continue;
142	}
143	$seedMessages[] = [
144	'role' => $role,
145	'content' => mb_substr($content, 0, self::MAX_SEED_MESSAGE_LENGTH),
146	];
147	}
148
149	$resetChat = filter_var($request->get('reset_chat', false), FILTER_VALIDATE_BOOLEAN);
150
151	try {
152	$customAI = new FluentBotService();
153	$ticket = Ticket::findOrFail($ticketId);
154	$this->ensureCanAccessTicket($ticket);
155
156	// Only the ticket's stored chat_id is used, never one from the client.
157	if ($resetChat) {
158	// Same gate as deleteChatId. Read access isn't enough to clear chat state.
159	if (!(\FluentSupport\App\Modules\PermissionManager::canManageTickets()
160	\|\| \FluentSupport\App\Modules\PermissionManager::currentUserCan('fst_draft_reply'))) {
161	throw new \Exception(__('You do not have permission to reset chat', 'fluent-support'));
162	}
163	$this->deleteTicketMeta($ticketId, '_fluent_bot_chat_id');
164	$this->deleteTicketMeta($ticketId, '_fluent_bot_chat_product');
165	$conversationId = '';
166	} else {
167	$storedChat = $this->getTicketMeta($ticketId, '_fluent_bot_chat_id');
168	$conversationId = $storedChat ? $storedChat->value : '';
169	// A corrupt stored value starts a fresh chat upstream.
170	if ($conversationId && !preg_match(self::CHAT_ID_PATTERN, $conversationId)) {
171	$conversationId = '';
172	}
173	}
174
175	if ($type === 'modifyResponse') {
176	$result = $customAI->modifyResponse($prompt, $selectedText, $ticketId);
177	return $result;
178	} else {
179	// In selected-context mode the service loads only the chosen rows.
180	if ($selectedConversations === null) {
181	$ticket->load('responses');
182	}
183
184	// Raw SSE: no compression, no buffers, no flush on shutdown.
185	remove_action('shutdown', 'wp_ob_end_flush_all', 1);
186	@ini_set('zlib.output_compression', 'Off');
187	@ini_set('output_buffering', 'Off');
188	@ini_set('output_handler', '');
189
190	$maxLevels = 10;
191	while (ob_get_level() && $maxLevels-- > 0) {
192	@ob_end_clean();
193	}
194
195	header('Content-Type: text/event-stream');
196	header('Cache-Control: no-cache');
197	header('Connection: keep-alive');
198	header('X-Accel-Buffering: no');
199
200	echo "event: connected\n";
201	echo "data: Connection established\n\n";
202	flush();
203
204	$customAI->generateStreamResponse($prompt, $ticket, $productId, $conversationId ?: null, $selectedConversations, $includeTicketContent, $seedMessages ?: null, $webSearch, $temperature);
205
206	echo "event: end\n";
207	echo "data: Stream completed\n\n";
208	flush();
209
210	exit;
211	}
212	} catch (\Exception $e) {
213	// Not Helper::getSafeErrorMessage(): it throws, and the error must go out as an SSE event.
214	$message = $e->getMessage() ?: __('Something went wrong. Please try again later.', 'fluent-support');
215	echo "event: error\n";
216	echo "data: " . json_encode(['message' => esc_html($message)]) . "\n\n";
217	flush();
218	exit;
219	}
220	}
221
222	public function getTicketSummary(Request $request, $id)
223	{
224	try {
225	$ticketId = intval($id);
226	$ticket = Ticket::with('responses')->findOrFail($ticketId);
227	$this->ensureCanAccessTicket($ticket);
228
229	return (new FluentBotService())->getTicketSummary($ticket);
230	} catch (\Exception $e) {
231	return $this->sendError([
232	'message' => Helper::getSafeErrorMessage($e)
233	]);
234	}
235	}
236
237	public function getTicketTone(Request $request, $id)
238	{
239	try {
240	$ticketId = intval($id);
241	$ticket = Ticket::with('responses')->findOrFail($ticketId);
242	$this->ensureCanAccessTicket($ticket);
243
244	return (new FluentBotService())->getTicketTone($ticket);
245	} catch (\Exception $e) {
246	return $this->sendError([
247	'message' => Helper::getSafeErrorMessage($e)
248	]);
249	}
250	}
251
252	private function authorizeTicketAccess($ticketId)
253	{
254	$ticket = Ticket::findOrFail($ticketId);
255	$this->ensureCanAccessTicket($ticket);
256	return $ticket;
257	}
258
259	public function getChatId(Request $request, $id)
260	{
261	$ticketId = intval($id);
262	$this->authorizeTicketAccess($ticketId);
263
264	$meta = $this->getTicketMeta($ticketId, '_fluent_bot_chat_id');
265	$productMeta = $this->getTicketMeta($ticketId, '_fluent_bot_chat_product');
266
267	return [
268	'chat_id' => $meta ? $meta->value : null,
269	'product_id' => $productMeta ? (int) $productMeta->value : null
270	];
271	}
272
273	/**
274	* Re-attach to a FluentBot turn still running upstream, e.g. after a page refresh.
275	* Upstream sends `idle` when nothing is buffered.
276	*/
277	public function resumeChatStream(Request $request, $id)
278	{
279	$ticketId = intval($id);
280	$this->authorizeTicketAccess($ticketId);
281
282	$meta = $this->getTicketMeta($ticketId, '_fluent_bot_chat_id');
283	$chatId = $meta ? (string) $meta->value : '';
284
285	// The id goes into the upstream URL, so it must be well-formed.
286	if (!$chatId \|\| !preg_match(self::CHAT_ID_PATTERN, $chatId)) {
287	return $this->sendError(['message' => __('No conversation to resume.', 'fluent-support')], 404);
288	}
289
290	$productMeta = $this->getTicketMeta($ticketId, '_fluent_bot_chat_product');
291	$productId = $productMeta ? (int) $productMeta->value : $request->getSafe('product_id', 'intval');
292
293	// Raw SSE: no compression, no buffers, no flush on shutdown.
294	remove_action('shutdown', 'wp_ob_end_flush_all', 1);
295	@ini_set('zlib.output_compression', 'Off');
296	@ini_set('output_buffering', 'Off');
297	@ini_set('output_handler', '');
298
299	$maxLevels = 10;
300	while (ob_get_level() && $maxLevels-- > 0) {
301	@ob_end_clean();
302	}
303
304	header('Content-Type: text/event-stream');
305	header('Cache-Control: no-cache');
306	header('Connection: keep-alive');
307	header('X-Accel-Buffering: no');
308
309	(new FluentBotService())->resumeChatStream($chatId, $productId);
310
311	exit;
312	}
313
314	public function getChatMessages(Request $request, $id)
315	{
316	$ticketId = intval($id);
317	$this->authorizeTicketAccess($ticketId);
318	$cursor = $request->getSafe('cursor', 'sanitize_text_field', '');
319
320	$meta = $this->getTicketMeta($ticketId, '_fluent_bot_chat_id');
321
322	if (!$meta \|\| !$meta->value) {
323	return ['data' => [], 'next_cursor' => null];
324	}
325
326	$productMeta = $this->getTicketMeta($ticketId, '_fluent_bot_chat_product');
327	$productId = $productMeta ? (int) $productMeta->value : $request->getSafe('product_id', 'intval');
328
329	$result = (new FluentBotService())->getChatMessages($meta->value, $productId, $cursor ?: null);
330
331	if (is_wp_error($result)) {
332	return $this->sendError(['message' => $result->get_error_message()]);
333	}
334
335	unset($result['path'], $result['prev_cursor'], $result['prev_page_url'], $result['next_page_url']);
336
337	return $result;
338	}
339
340	public function saveChatId(Request $request, $id)
341	{
342	$ticketId = intval($id);
343	$this->authorizeTicketAccess($ticketId);
344	$chatId = $request->getSafe('chat_id', 'sanitize_text_field');
345	$productId = $request->getSafe('product_id', 'intval', 0);
346	$title = $request->getSafe('title', 'sanitize_text_field', '');
347
348	if (!$chatId \|\| !preg_match(self::CHAT_ID_PATTERN, $chatId)) {
349	return $this->sendError(['message' => __('Invalid chat_id format', 'fluent-support')], 422);
350	}
351
352	$db = \FluentSupport\App\App::getInstance('db');
353	$result = $db->transaction(function () use ($ticketId, $chatId, $productId) {
354	// Serialize concurrent first-writes. The meta row may not exist yet, so lock the ticket row.
355	Ticket::where('id', $ticketId)->lockForUpdate()->first();
356
357	$existing = Meta::where([
358	'object_type' => 'ticket_meta',
359	'object_id' => $ticketId,
360	'key' => '_fluent_bot_chat_id',
361	])->orderByDesc('id')->first();
362
363	// A corrupt stored value is overwritten. The stream endpoint already treats it as empty.
364	if ($existing
365	&& $existing->value
366	&& preg_match(self::CHAT_ID_PATTERN, (string) $existing->value)
367	&& $existing->value !== $chatId) {
368	return ['error' => __('Chat ID already set for this ticket', 'fluent-support')];
369	}
370
371	$this->upsertTicketMeta($ticketId, '_fluent_bot_chat_id', $chatId);
372	$this->upsertTicketMeta($ticketId, '_fluent_bot_chat_product', $productId);
373	return null;
374	});
375
376	if ($result) {
377	return $this->sendError(['message' => $result['error']], 409);
378	}
379
380	$this->appendChatHistory($ticketId, $chatId, $productId, $title);
381
382	return [
383	'success' => true,
384	'chat_id' => $chatId
385	];
386	}
387
388	private function upsertTicketMeta($ticketId, $key, $value)
389	{
390	$where = [
391	'object_type' => 'ticket_meta',
392	'object_id' => $ticketId,
393	'key' => $key,
394	];
395
396	$meta = Meta::where($where)->orderByDesc('id')->first();
397
398	if ($meta) {
399	$meta->value = $value;
400	$meta->save();
401	} else {
402	Meta::create(array_merge($where, ['value' => $value]));
403	}
404
405	// Don't prune duplicates: concurrent writers could delete each other's rows.
406	// Reads take the newest row, so duplicates are harmless.
407	}
408
409	private function getTicketMeta($ticketId, $key)
410	{
411	return Meta::where([
412	'object_type' => 'ticket_meta',
413	'object_id' => $ticketId,
414	'key' => $key,
415	])->orderByDesc('id')->first();
416	}
417
418	private function deleteTicketMeta($ticketId, $key)
419	{
420	Meta::where([
421	'object_type' => 'ticket_meta',
422	'object_id' => $ticketId,
423	'key' => $key,
424	])->delete();
425	}
426
427	public function deleteChatId(Request $request, $id)
428	{
429	$ticketId = intval($id);
430	$this->authorizeTicketAccess($ticketId);
431
432	Meta::where('object_type', 'ticket_meta')
433	->where('object_id', $ticketId)
434	->whereIn('key', [
435	'_fluent_bot_chat_id',
436	'_fluent_bot_chat_product',
437	'_fluent_bot_context_selection',
438	])
439	->delete();
440
441	return [
442	'success' => true
443	];
444	}
445
446	/**
447	* Past FluentBot conversations, newest first, plus the active chat_id.
448	*/
449	public function getConversations(Request $request, $id)
450	{
451	$ticketId = intval($id);
452	$this->authorizeTicketAccess($ticketId);
453
454	$active = $this->getTicketMeta($ticketId, '_fluent_bot_chat_id');
455
456	return [
457	'conversations' => $this->readChatHistory($ticketId),
458	'active_chat_id' => $active ? $active->value : null,
459	];
460	}
461
462	/**
463	* The stream endpoint trusts the stored chat_id, so only ids from this ticket's
464	* own history may be activated.
465	*/
466	public function switchConversation(Request $request, $id)
467	{
468	$ticketId = intval($id);
469	$this->authorizeTicketAccess($ticketId);
470	$chatId = $request->getSafe('chat_id', 'sanitize_text_field');
471
472	if (!$chatId \|\| !preg_match(self::CHAT_ID_PATTERN, $chatId)) {
473	return $this->sendError(['message' => __('Invalid chat_id format', 'fluent-support')], 422);
474	}
475
476	$entry = null;
477	foreach ($this->readChatHistory($ticketId) as $h) {
478	if (isset($h['chat_id']) && $h['chat_id'] === $chatId) {
479	$entry = $h;
480	break;
481	}
482	}
483
484	if (!$entry) {
485	return $this->sendError(['message' => __('Conversation not found for this ticket.', 'fluent-support')], 404);
486	}
487
488	$productId = (int) ($entry['product_id'] ?? 0);
489	$this->upsertTicketMeta($ticketId, '_fluent_bot_chat_id', $chatId);
490	$this->upsertTicketMeta($ticketId, '_fluent_bot_chat_product', $productId);
491
492	return [
493	'success' => true,
494	'chat_id' => $chatId,
495	'product_id' => $productId,
496	];
497	}
498
499	private function readChatHistory($ticketId): array
500	{
501	$meta = $this->getTicketMeta($ticketId, '_fluent_bot_chat_history');
502	$history = ($meta && $meta->value) ? json_decode($meta->value, true) : [];
503
504	return is_array($history) ? array_values($history) : [];
505	}
506
507	/**
508	* Idempotent per chat_id. Capped at 20 entries.
509	*/
510	private function appendChatHistory($ticketId, $chatId, $productId, $title = '')
511	{
512	$history = $this->readChatHistory($ticketId);
513
514	foreach ($history as $entry) {
515	if (isset($entry['chat_id']) && $entry['chat_id'] === $chatId) {
516	return;
517	}
518	}
519
520	array_unshift($history, [
521	'chat_id' => $chatId,
522	'product_id' => (int) $productId,
523	'title' => $title !== '' ? $title : __('Conversation', 'fluent-support'),
524	'created_at' => time(),
525	]);
526
527	$history = array_slice($history, 0, 20);
528
529	$this->upsertTicketMeta($ticketId, '_fluent_bot_chat_history', wp_json_encode($history));
530	}
531
532	public function getContextSelection(Request $request, $id)
533	{
534	$ticketId = intval($id);
535	$this->authorizeTicketAccess($ticketId);
536
537	$meta = $this->getTicketMeta($ticketId, '_fluent_bot_context_selection');
538
539	if (!$meta) {
540	return ['data' => null];
541	}
542
543	return ['data' => Helper::safeUnserialize($meta->value)];
544	}
545
546	public function saveContextSelection(Request $request, $id)
547	{
548	$ticketId = intval($id);
549	$this->authorizeTicketAccess($ticketId);
550	$selectedIds = (array) $request->get('selected_ids', []);
551	$knownIds = (array) $request->get('known_ids', []);
552	$includeTicketContent = filter_var($request->get('include_ticket_content', true), FILTER_VALIDATE_BOOLEAN);
553
554	$data = [
555	'selectedIds' => array_slice(array_map('intval', $selectedIds), 0, 500),
556	'knownIds' => array_slice(array_map('intval', $knownIds), 0, 500),
557	'includeTicketContent' => $includeTicketContent,
558	];
559
560	$serialized = maybe_serialize($data);
561
562	$this->upsertTicketMeta($ticketId, '_fluent_bot_context_selection', $serialized);
563
564	return ['success' => true];
565	}
566
567	private function resolveTicketFeedbackContext($ticketId)
568	{
569	$chatMeta = $this->getTicketMeta($ticketId, '_fluent_bot_chat_id');
570	if (!$chatMeta \|\| !$chatMeta->value) {
571	return null;
572	}
573
574	$productMeta = $this->getTicketMeta($ticketId, '_fluent_bot_chat_product');
575	return [
576	'chat_id' => $chatMeta->value,
577	'product_id' => $productMeta ? (int) $productMeta->value : 0,
578	];
579	}
580
581	public function createFeedback(Request $request, $id)
582	{
583	$ticketId = intval($id);
584	$this->authorizeTicketAccess($ticketId);
585
586	// Message ids are UUIDs, not integers.
587	$messageId = $request->getSafe('message_id', 'sanitize_text_field');
588	$reaction = $request->getSafe('reaction', 'sanitize_text_field');
589	$comment = $request->getSafe('comments', 'sanitize_textarea_field', '');
590
591	if (!$messageId \|\| !wp_is_uuid($messageId)) {
592	return $this->sendError(['message' => __('Invalid message_id', 'fluent-support')], 422);
593	}
594
595	if (!$reaction \|\| !in_array($reaction, ['positive', 'negative'], true)) {
596	return $this->sendError(['message' => __('Invalid reaction', 'fluent-support')], 422);
597	}
598
599	$ctx = $this->resolveTicketFeedbackContext($ticketId);
600	if (!$ctx) {
601	return $this->sendError(['message' => __('No active chat for this ticket', 'fluent-support')], 422);
602	}
603
604	$helper = new \FluentSupport\App\Services\Integrations\FluentBot\FluentBotHelper();
605	$result = $helper->createFeedback($messageId, $reaction, $comment ?: null, $ctx['product_id'], $ctx['chat_id']);
606
607	if (is_wp_error($result)) {
608	return $this->sendError(['message' => $result->get_error_message()], 500);
609	}
610
611	return $result;
612	}
613
614	public function deleteFeedback(Request $request, $id, $feedback_id)
615	{
616	$ticketId = intval($id);
617	$this->authorizeTicketAccess($ticketId);
618
619	$feedbackId = intval($feedback_id);
620
621	if (!$feedbackId \|\| $feedbackId < 1) {
622	return $this->sendError(['message' => __('Invalid feedback_id', 'fluent-support')], 422);
623	}
624
625	$ctx = $this->resolveTicketFeedbackContext($ticketId);
626	if (!$ctx) {
627	return $this->sendError(['message' => __('No active chat for this ticket', 'fluent-support')], 422);
628	}
629
630	$helper = new \FluentSupport\App\Services\Integrations\FluentBot\FluentBotHelper();
631	$result = $helper->deleteFeedback($feedbackId, $ctx['product_id'], $ctx['chat_id']);
632
633	if (is_wp_error($result)) {
634	return $this->sendError(['message' => $result->get_error_message()], 500);
635	}
636
637	return $result;
638	}
639	}
640