| 1 |
<?php |
| 2 |
|
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namespace FluentSupport\App\Modules\MCP\Helpers; |
| 4 |
|
| 5 |
use FluentSupport\App\Models\Agent; |
| 6 |
use FluentSupport\App\Models\Ticket; |
| 7 |
use FluentSupport\App\Modules\MCP\Support\TicketAccessGuard; |
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use FluentSupport\App\Modules\PermissionManager; |
| 9 |
use FluentSupport\App\Services\Helper; |
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use FluentSupport\App\Services\Parser\Parsedown; |
| 11 |
use FluentSupport\App\Services\Tickets\TicketService; |
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|
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class MCPHelper |
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{ |
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/** Default per_page ceiling. Individual tools may raise their own limit up to HARD_MAX_PER_PAGE. */ |
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const MAX_PER_PAGE = 100; |
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|
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/** Ceiling no tool can exceed. */ |
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const HARD_MAX_PER_PAGE = 200; |
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|
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/** |
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* Version of the shape of tool results, sent as meta.schema_version so scripts |
| 23 |
* can tell when it changed. Bump it when a result field is renamed or removed |
| 24 |
* or changes meaning; adding a field does not need a bump. |
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* |
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* 2 (2026-10-07): last_reply_by became waiting_on; reply_email shows the |
| 27 |
* template instead of guessed greeting/sign-off flags; uploads lists |
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* allowed_extensions; the customer email can no longer be changed. |
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*/ |
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const SCHEMA_VERSION = 2; |
| 31 |
|
| 32 |
/** Max chars in a content preview. */ |
| 33 |
const PREVIEW_CHARS = 150; |
| 34 |
|
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public static function resolveAgent() |
| 36 |
{ |
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$userId = get_current_user_id(); |
| 38 |
if (!$userId) { |
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return null; |
| 40 |
} |
| 41 |
|
| 42 |
return Helper::getAgentByUserId($userId); |
| 43 |
} |
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|
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/** |
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* Whose turn it is on an open ticket: "agent" when the customer is owed a reply |
| 47 |
* (a new ticket counts), "customer" when we answered and wait for them. Null on a |
| 48 |
* closed ticket, and on an imported one with no reply history. |
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* |
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* Ticket::last_reply_by holds the same fact under an older, inverted name; |
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* informational replies and notes do not change it. |
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* |
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* @param \FluentSupport\App\Models\Ticket $ticket |
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* @return string|null |
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*/ |
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public static function waitingOn($ticket) |
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{ |
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if ($ticket->status === 'closed') { |
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return null; |
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} |
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|
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$lastReplyBy = $ticket->last_reply_by; |
| 63 |
if ($lastReplyBy === 'customer') { |
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return 'agent'; |
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} |
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|
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return $lastReplyBy === 'agent' ? 'customer' : null; |
| 68 |
} |
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|
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public static function formatTicketForMCP($ticket) |
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{ |
| 72 |
$data = [ |
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'id' => $ticket->id, |
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'title' => $ticket->title, |
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'status' => $ticket->status ?: 'new', |
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'priority' => self::normalizePriority($ticket->priority), |
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'client_priority' => $ticket->client_priority ?: 'normal', |
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'source' => $ticket->source, |
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'response_count' => (int) $ticket->response_count, |
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'waiting_on' => self::waitingOn($ticket), |
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'created_at' => self::toIso8601($ticket->created_at), |
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'updated_at' => self::toIso8601($ticket->updated_at), |
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'waiting_since' => self::toIso8601($ticket->waiting_since), |
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'resolved_at' => self::toIso8601($ticket->resolved_at), |
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]; |
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|
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if ($ticket->relationLoaded('customer') && $ticket->customer) { |
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$data['customer'] = self::formatPersonSummary($ticket->customer); |
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} |
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|
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if ($ticket->relationLoaded('agent') && $ticket->agent) { |
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$data['agent'] = self::formatPersonSummary($ticket->agent); |
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} |
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|
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if ($ticket->relationLoaded('product') && $ticket->product) { |
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$data['product'] = [ |
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'id' => $ticket->product->id, |
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'title' => $ticket->product->title, |
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]; |
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} |
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|
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if ($ticket->relationLoaded('mailbox') && $ticket->mailbox) { |
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$data['mailbox'] = [ |
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'id' => $ticket->mailbox->id, |
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'name' => $ticket->mailbox->name, |
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]; |
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} |
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|
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if ($ticket->relationLoaded('tags')) { |
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$data['tags'] = $ticket->tags->map(function ($tag) { |
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return ['id' => $tag->id, 'title' => $tag->title]; |
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})->toArray(); |
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} |
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|
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$data['content'] = self::htmlToMarkdown($ticket->content); |
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|
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return $data; |
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} |
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|
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public static function formatTicketList($paginated, $customerMeta = []) |
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{ |
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// A paginator in page mode, a plain collection/array in keyset cursor mode. |
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$items = is_object($paginated) && method_exists($paginated, 'items') ? $paginated->items() : $paginated; |
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|
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if (!is_iterable($items)) { |
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$type = is_object($items) ? get_class($items) : gettype($items); |
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throw new \Exception('MCPHelper::formatTicketList() expects a paginator, Collection, or array of tickets, got ' . esc_html($type)); |
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} |
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|
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$tickets = []; |
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foreach ($items as $ticket) { |
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$item = [ |
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'id' => $ticket->id, |
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'title' => $ticket->title, |
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'preview' => self::preview($ticket->content), |
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'status' => $ticket->status ?: 'new', |
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'priority' => self::normalizePriority($ticket->priority), |
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'client_priority' => $ticket->client_priority ?: 'normal', |
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'response_count' => (int) $ticket->response_count, |
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'waiting_on' => self::waitingOn($ticket), |
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'created_at' => self::toIso8601($ticket->created_at), |
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'waiting_since' => self::toIso8601($ticket->waiting_since), |
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]; |
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|
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if ($ticket->relationLoaded('customer') && $ticket->customer) { |
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$item['customer'] = self::formatPersonSummary($ticket->customer); |
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} |
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|
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if ($ticket->relationLoaded('agent') && $ticket->agent) { |
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$item['agent'] = self::formatPersonSummary($ticket->agent); |
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} |
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|
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if ($ticket->relationLoaded('product') && $ticket->product) { |
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$item['product'] = $ticket->product->title; |
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} |
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|
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if ($ticket->relationLoaded('tags')) { |
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$item['tags'] = $ticket->tags->pluck('title')->toArray(); |
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} |
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|
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// Integration-provided one-liner, gated upstream by fst_sensitive_data. |
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if ($ticket->customer_id && isset($customerMeta[$ticket->customer_id])) { |
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$item['customer_summary'] = $customerMeta[$ticket->customer_id]; |
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} |
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|
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$tickets[] = $item; |
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} |
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|
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return $tickets; |
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} |
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|
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/** |
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* Standard tool response: a quotable one-line summary, the data, and meta |
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* (schema_version, generated_at, plus caller keys such as paging). |
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*/ |
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public static function envelope($summary, $data, $meta = []) |
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{ |
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return [ |
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'summary' => $summary, |
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'data' => $data, |
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'meta' => array_merge(['schema_version' => self::SCHEMA_VERSION, 'generated_at' => wp_date('c')], $meta), |
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]; |
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} |
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|
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/** |
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* Clamped ['page' => int, 'per_page' => int] from $params. |
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*/ |
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public static function pagination($params, $default = 15, $max = null) |
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{ |
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$max = min($max ?? self::MAX_PER_PAGE, self::HARD_MAX_PER_PAGE); |
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return [ |
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'page' => max((int) ($params['page'] ?? 1), 1), |
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'per_page' => min(max((int) ($params['per_page'] ?? $default), 1), $max), |
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]; |
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} |
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|
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/** |
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* Paging block for envelope()'s $meta, from a paginator. |
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*/ |
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public static function pagingMeta($paginator) |
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{ |
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return [ |
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'paging' => [ |
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'current' => $paginator->currentPage(), |
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'per_page' => $paginator->perPage(), |
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'total' => $paginator->total(), |
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'pages' => $paginator->lastPage(), |
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'has_more' => $paginator->hasMorePages(), |
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], |
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]; |
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} |
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|
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/** |
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* @param iterable $responses Conversations, oldest first. |
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* @param int $maxChars Truncate each body to this many characters (0 = no limit). |
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*/ |
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public static function formatResponseThread($responses, $maxChars = 0) |
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{ |
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$thread = []; |
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foreach ($responses as $response) { |
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$entry = [ |
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'id' => $response->id, |
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'type' => $response->conversation_type, |
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'source' => $response->source, |
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'created_at' => self::toIso8601($response->created_at), |
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]; |
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$entry = array_merge($entry, self::truncatedContent(self::htmlToMarkdown($response->content), $maxChars)); |
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|
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if ($response->relationLoaded('attachments') && !$response->attachments->isEmpty()) { |
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$entry['attachments'] = self::formatAttachments($response->attachments); |
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} |
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|
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if ($response->relationLoaded('person') && $response->person) { |
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$entry['person'] = [ |
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'name' => self::personName($response->person), |
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'type' => $response->person->person_type, |
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]; |
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} |
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|
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$thread[] = $entry; |
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} |
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|
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return $thread; |
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} |
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|
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/** |
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* ['content' => ...], plus truncated/full_length when it was cut. |
| 248 |
* |
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* @param string $text |
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* @param int $maxChars 0 = no limit. |
| 251 |
* @return array |
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*/ |
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public static function truncatedContent($text, $maxChars = 0) |
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{ |
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$maxChars = (int) $maxChars; |
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$length = mb_strlen($text); |
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|
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if ($maxChars <= 0 || $length <= $maxChars) { |
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return ['content' => $text]; |
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} |
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|
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return [ |
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'content' => rtrim(mb_substr($text, 0, $maxChars)) . "\u{2026}", |
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'truncated' => true, |
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'full_length' => $length, |
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]; |
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} |
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|
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/** |
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* Attachment metadata with a freshly signed download URL. |
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* |
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* @param iterable $attachments |
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* @return array |
| 274 |
*/ |
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public static function formatAttachments($attachments) |
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{ |
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$items = []; |
| 278 |
foreach ($attachments as $attachment) { |
| 279 |
if ($attachment->status !== 'active') { |
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continue; |
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} |
| 282 |
|
| 283 |
$expires = \FluentSupport\App\Models\Attachment::signedUrlExpiry(); |
| 284 |
$items[] = [ |
| 285 |
'id' => (int) $attachment->id, |
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'title' => $attachment->title, |
| 287 |
'file_type' => $attachment->file_type, |
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'file_size' => (int) $attachment->file_size, |
| 289 |
'url' => $attachment->signedUrl($expires), |
| 290 |
'url_expires_at' => gmdate('c', $expires), |
| 291 |
]; |
| 292 |
} |
| 293 |
|
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return $items; |
| 295 |
} |
| 296 |
|
| 297 |
public static function formatCustomerForMCP($customer) |
| 298 |
{ |
| 299 |
return [ |
| 300 |
'id' => $customer->id, |
| 301 |
'first_name' => $customer->first_name, |
| 302 |
'last_name' => $customer->last_name, |
| 303 |
'email' => $customer->email, |
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'status' => $customer->status, |
| 305 |
'city' => $customer->city, |
| 306 |
'state' => $customer->state, |
| 307 |
'country' => $customer->country, |
| 308 |
'created_at' => self::toIso8601($customer->created_at), |
| 309 |
]; |
| 310 |
} |
| 311 |
|
| 312 |
public static function personName($model) |
| 313 |
{ |
| 314 |
if (!$model) { |
| 315 |
return null; |
| 316 |
} |
| 317 |
$name = trim(($model->first_name ?? '') . ' ' . ($model->last_name ?? '')); |
| 318 |
return $name !== '' ? $name : null; |
| 319 |
} |
| 320 |
|
| 321 |
public static function formatPersonSummary($person) |
| 322 |
{ |
| 323 |
return [ |
| 324 |
'id' => $person->id, |
| 325 |
'name' => self::personName($person), |
| 326 |
'email' => $person->email, |
| 327 |
]; |
| 328 |
} |
| 329 |
|
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public static function normalizePriority($priority) |
| 331 |
{ |
| 332 |
if (!$priority || $priority === '') { |
| 333 |
return 'normal'; |
| 334 |
} |
| 335 |
|
| 336 |
$aliases = [ |
| 337 |
'low' => 'normal', |
| 338 |
'high' => 'critical', |
| 339 |
]; |
| 340 |
|
| 341 |
$normalized = strtolower(trim($priority)); |
| 342 |
$normalized = $aliases[$normalized] ?? $normalized; |
| 343 |
|
| 344 |
$valid = ['normal', 'medium', 'critical']; |
| 345 |
return in_array($normalized, $valid, true) ? $normalized : 'normal'; |
| 346 |
} |
| 347 |
|
| 348 |
public static function toIso8601($value) |
| 349 |
{ |
| 350 |
if (!$value) { |
| 351 |
return null; |
| 352 |
} |
| 353 |
|
| 354 |
if ($value instanceof \DateTimeInterface) { |
| 355 |
return $value->format('c'); |
| 356 |
} |
| 357 |
|
| 358 |
try { |
| 359 |
if (is_object($value) && isset($value->date)) { |
| 360 |
// WPFluent sometimes returns a DateTime-like plain object. |
| 361 |
$str = (string) $value->date; |
| 362 |
if (self::isZeroDate($str)) { |
| 363 |
return null; |
| 364 |
} |
| 365 |
$dt = new \DateTime($str, new \DateTimeZone($value->timezone ?? 'UTC')); |
| 366 |
if ((int) $dt->format('Y') < 1) { |
| 367 |
return null; |
| 368 |
} |
| 369 |
return $dt->format('c'); |
| 370 |
} |
| 371 |
|
| 372 |
if (is_string($value)) { |
| 373 |
if (self::isZeroDate($value)) { |
| 374 |
return null; |
| 375 |
} |
| 376 |
// Stored dates are site time; PHP's default zone in WordPress is UTC. |
| 377 |
$dt = new \DateTime($value, wp_timezone()); |
| 378 |
if ((int) $dt->format('Y') < 1) { |
| 379 |
return null; |
| 380 |
} |
| 381 |
return $dt->format('c'); |
| 382 |
} |
| 383 |
} catch (\Exception $e) { |
| 384 |
// Malformed date: fall through to null. |
| 385 |
} |
| 386 |
|
| 387 |
return null; |
| 388 |
} |
| 389 |
|
| 390 |
/** True for MySQL zero-dates that PHP's DateTime constructor would misparse. */ |
| 391 |
private static function isZeroDate($str) |
| 392 |
{ |
| 393 |
return $str === '' || strpos($str, '0000-00-00') === 0; |
| 394 |
} |
| 395 |
|
| 396 |
/** |
| 397 |
* Customer profile widgets (fluent_support/customer_extra_widgets) for MCP. |
| 398 |
* |
| 399 |
* MCP requests widgets with context format 'mcp' (see ProfileInfoService:: |
| 400 |
* getProfileExtraWidgets()). A widget then passes an 'mcp' array instead of |
| 401 |
* body_html, and MCP returns it as `data`, so agents get fields, not prose: |
| 402 |
* |
| 403 |
* if (ProfileInfoService::isMcpWidgetRequest($context)) { |
| 404 |
* $widgets['my_plugin'] = ['title' => 'Account', 'mcp' => ['plan' => 'paid', 'teams' => [...]]]; |
| 405 |
* } |
| 406 |
* |
| 407 |
* It's untrusted integration output: only scalars are kept, tags are |
| 408 |
* stripped, and depth, list sizes and string lengths are capped |
| 409 |
* (sanitizeWidgetData()). Without 'mcp', body_html is sent as Markdown. |
| 410 |
* |
| 411 |
* @param array $widgets |
| 412 |
* @param array|null $onlyKeys Widget keys to keep (null = all). |
| 413 |
* @return array |
| 414 |
*/ |
| 415 |
public static function formatExtraWidgets($widgets, $onlyKeys = null) |
| 416 |
{ |
| 417 |
$formatted = []; |
| 418 |
|
| 419 |
foreach ($widgets as $key => $widget) { |
| 420 |
if (!is_array($widget) || ($onlyKeys !== null && !in_array((string) $key, $onlyKeys, true))) { |
| 421 |
continue; |
| 422 |
} |
| 423 |
|
| 424 |
if (isset($widget['mcp']) && is_array($widget['mcp'])) { |
| 425 |
$formatted[$key] = [ |
| 426 |
'title' => sanitize_text_field($widget['title'] ?? $widget['header'] ?? $key), |
| 427 |
'data' => self::sanitizeWidgetData($widget['mcp']), |
| 428 |
]; |
| 429 |
continue; |
| 430 |
} |
| 431 |
|
| 432 |
// Structured widgets are already plain data. |
| 433 |
// Same test as isStructuredWidget() in _StructuredWidget.vue: a non-empty list. |
| 434 |
$structuredKeys = ['badges', 'stats', 'facts', 'sections', 'links']; |
| 435 |
$isStructured = false; |
| 436 |
foreach ($structuredKeys as $structuredKey) { |
| 437 |
if (!empty($widget[$structuredKey]) && is_array($widget[$structuredKey])) { |
| 438 |
$isStructured = true; |
| 439 |
break; |
| 440 |
} |
| 441 |
} |
| 442 |
|
| 443 |
if ($isStructured) { |
| 444 |
$formatted[$key] = [ |
| 445 |
'title' => sanitize_text_field($widget['title'] ?? $widget['header'] ?? $key), |
| 446 |
'data' => self::sanitizeWidgetData(self::flattenItemBadges(array_intersect_key($widget, array_flip($structuredKeys)))), |
| 447 |
]; |
| 448 |
continue; |
| 449 |
} |
| 450 |
|
| 451 |
if (!empty($widget['orders'])) { |
| 452 |
$orders = []; |
| 453 |
foreach ($widget['orders'] as $order) { |
| 454 |
$item = [ |
| 455 |
'order_id' => $order['id'] ?? $order['order_id'] ?? null, |
| 456 |
'status' => $order['status'] ?? '', |
| 457 |
'total' => $order['total'] ?? $order['amount'] ?? '', |
| 458 |
'date' => $order['date'] ?? $order['date_created'] ?? '', |
| 459 |
]; |
| 460 |
$orders[] = array_filter($item); |
| 461 |
} |
| 462 |
$formatted[$key] = [ |
| 463 |
'title' => $widget['title'] ?? $key, |
| 464 |
'orders' => $orders, |
| 465 |
]; |
| 466 |
} elseif (!empty($widget['products'])) { |
| 467 |
$products = []; |
| 468 |
foreach ($widget['products'] as $product) { |
| 469 |
$item = [ |
| 470 |
'name' => $product['title'] ?? $product['name'] ?? '', |
| 471 |
'status' => $product['status'] ?? '', |
| 472 |
'price' => $product['price'] ?? '', |
| 473 |
]; |
| 474 |
$products[] = array_filter($item); |
| 475 |
} |
| 476 |
$entry = [ |
| 477 |
'title' => $widget['title'] ?? $key, |
| 478 |
'products' => $products, |
| 479 |
]; |
| 480 |
if (!empty($widget['summary'])) { |
| 481 |
$entry['summary'] = $widget['summary']; |
| 482 |
} |
| 483 |
$formatted[$key] = $entry; |
| 484 |
} else { |
| 485 |
$skipKeys = ['title', 'header', 'render', 'content_type']; |
| 486 |
$data = array_diff_key($widget, array_flip($skipKeys)); |
| 487 |
|
| 488 |
if (isset($data['body_html'])) { |
| 489 |
// Raw widget HTML is token-heavy, so send Markdown: tables and |
| 490 |
// lists keep their shape, links keep their targets. |
| 491 |
// A summary the integration already provides wins. |
| 492 |
if (empty($data['summary'])) { |
| 493 |
$data['summary'] = self::htmlToMarkdown($data['body_html']); |
| 494 |
} |
| 495 |
unset($data['body_html']); |
| 496 |
} |
| 497 |
|
| 498 |
$formatted[$key] = [ |
| 499 |
'title' => $widget['title'] ?? $key, |
| 500 |
'data' => $data, |
| 501 |
]; |
| 502 |
} |
| 503 |
} |
| 504 |
|
| 505 |
return $formatted; |
| 506 |
} |
| 507 |
|
| 508 |
/** |
| 509 |
* sections[].items[].badge sits one level past WIDGET_MAX_DEPTH; keep its text. |
| 510 |
* |
| 511 |
* @param array $data |
| 512 |
* @return array |
| 513 |
*/ |
| 514 |
private static function flattenItemBadges($data) |
| 515 |
{ |
| 516 |
if (empty($data['sections']) || !is_array($data['sections'])) { |
| 517 |
return $data; |
| 518 |
} |
| 519 |
|
| 520 |
foreach ($data['sections'] as $sectionKey => $section) { |
| 521 |
if (empty($section['items']) || !is_array($section['items'])) { |
| 522 |
continue; |
| 523 |
} |
| 524 |
|
| 525 |
foreach ($section['items'] as $itemKey => $item) { |
| 526 |
if (is_array($item) && isset($item['badge']) && is_array($item['badge'])) { |
| 527 |
$data['sections'][$sectionKey]['items'][$itemKey]['badge'] = $item['badge']['text'] ?? null; |
| 528 |
} |
| 529 |
} |
| 530 |
} |
| 531 |
|
| 532 |
return $data; |
| 533 |
} |
| 534 |
|
| 535 |
// Counts the mcp array itself, so orders[] => items[] => {name, qty} fits. |
| 536 |
const WIDGET_MAX_DEPTH = 5; |
| 537 |
const WIDGET_MAX_ITEMS = 50; |
| 538 |
const WIDGET_MAX_STRING = 500; |
| 539 |
|
| 540 |
/** |
| 541 |
* Keep scalars only, strip tags, cap depth, list sizes and string lengths. |
| 542 |
* |
| 543 |
* @param array $data |
| 544 |
* @param int $depth |
| 545 |
* @return array |
| 546 |
*/ |
| 547 |
public static function sanitizeWidgetData($data, $depth = 1) |
| 548 |
{ |
| 549 |
$clean = []; |
| 550 |
foreach (array_slice($data, 0, self::WIDGET_MAX_ITEMS, true) as $key => $value) { |
| 551 |
$key = is_int($key) ? $key : sanitize_key($key); |
| 552 |
if ($key === '') { |
| 553 |
continue; |
| 554 |
} |
| 555 |
|
| 556 |
if (is_array($value)) { |
| 557 |
if ($depth < self::WIDGET_MAX_DEPTH) { |
| 558 |
$clean[$key] = self::sanitizeWidgetData($value, $depth + 1); |
| 559 |
} |
| 560 |
} elseif (is_bool($value) || is_int($value) || is_float($value) || $value === null) { |
| 561 |
$clean[$key] = $value; |
| 562 |
} elseif (is_string($value)) { |
| 563 |
// Decode first, so encoded tags are stripped too. |
| 564 |
$value = wp_strip_all_tags(html_entity_decode($value, ENT_QUOTES | ENT_HTML5, 'UTF-8')); |
| 565 |
$value = trim(preg_replace('/[\x00-\x1F\x7F]+/u', ' ', $value)); |
| 566 |
|
| 567 |
// Links come from other sites: web addresses only. |
| 568 |
if ($key === 'url' && !preg_match('#^https?://#i', $value)) { |
| 569 |
continue; |
| 570 |
} |
| 571 |
|
| 572 |
$clean[$key] = mb_substr($value, 0, self::WIDGET_MAX_STRING); |
| 573 |
} |
| 574 |
} |
| 575 |
|
| 576 |
return $clean; |
| 577 |
} |
| 578 |
|
| 579 |
/** |
| 580 |
* Truncate plain-text content to PREVIEW_CHARS with an ellipsis. |
| 581 |
* |
| 582 |
* @param string $html Raw HTML or plain text. |
| 583 |
* @return string |
| 584 |
*/ |
| 585 |
public static function preview($html, $chars = self::PREVIEW_CHARS) |
| 586 |
{ |
| 587 |
$text = self::htmlToText($html); |
| 588 |
|
| 589 |
if (mb_strlen($text) <= $chars) { |
| 590 |
return $text; |
| 591 |
} |
| 592 |
|
| 593 |
return mb_substr($text, 0, $chars) . '...'; |
| 594 |
} |
| 595 |
|
| 596 |
// Returns unsanitized HTML — callers must run through wp_kses_post. |
| 597 |
public static function processContent($content, $format = 'markdown') |
| 598 |
{ |
| 599 |
if ($content === '' || $content === null) { |
| 600 |
return ''; |
| 601 |
} |
| 602 |
|
| 603 |
switch ($format) { |
| 604 |
case 'html': |
| 605 |
return $content; |
| 606 |
case 'text': |
| 607 |
return wpautop(esc_html($content)); |
| 608 |
default: |
| 609 |
return self::markdownToHtml($content); |
| 610 |
} |
| 611 |
} |
| 612 |
|
| 613 |
private static function markdownToHtml($content) |
| 614 |
{ |
| 615 |
$parsedown = new Parsedown(); |
| 616 |
$parsedown->setSafeMode(false); |
| 617 |
// Agents write emails: a single newline ("Thanks,\nJewel") is a line break. |
| 618 |
$parsedown->setBreaksEnabled(true); |
| 619 |
|
| 620 |
return self::escapeStrayAngleBrackets($parsedown->text($content)); |
| 621 |
} |
| 622 |
|
| 623 |
// Escape a "<" that doesn't open a kses-allowed tag, so text like x<5 or List<String> isn't stripped as a tag. |
| 624 |
private static function escapeStrayAngleBrackets($html) |
| 625 |
{ |
| 626 |
$allowedTags = wp_kses_allowed_html('post'); |
| 627 |
|
| 628 |
return preg_replace_callback('/<(\/?)([a-zA-Z][a-zA-Z0-9-]*)?/', function ($match) use ($allowedTags) { |
| 629 |
$tag = isset($match[2]) ? strtolower($match[2]) : ''; |
| 630 |
|
| 631 |
return ($tag !== '' && isset($allowedTags[$tag])) ? $match[0] : '<' . substr($match[0], 1); |
| 632 |
}, $html); |
| 633 |
} |
| 634 |
|
| 635 |
public static function htmlToText($html) |
| 636 |
{ |
| 637 |
if (!$html) { |
| 638 |
return ''; |
| 639 |
} |
| 640 |
|
| 641 |
// Line breaks and block boundaries separate words; stripping them alone glues |
| 642 |
// "Name</p><p>Pedro" into "NamePedro". |
| 643 |
$html = preg_replace('#<br\s*/?>|</?(p|div|li|ul|ol|tr|td|th|h[1-6]|blockquote|pre|table|section|article|header|footer)\b[^>]*>#i', ' ', $html); |
| 644 |
|
| 645 |
$text = wp_strip_all_tags($html); |
| 646 |
$text = html_entity_decode($text, ENT_QUOTES, 'UTF-8'); |
| 647 |
$text = preg_replace('/\s+/', ' ', $text); |
| 648 |
|
| 649 |
return trim($text); |
| 650 |
} |
| 651 |
|
| 652 |
/** |
| 653 |
* HTML to Markdown for agents: keeps line breaks, lists, tables, code |
| 654 |
* blocks and link targets that htmlToText() flattens. |
| 655 |
* |
| 656 |
* @param string $html |
| 657 |
* @return string |
| 658 |
*/ |
| 659 |
public static function htmlToMarkdown($html) |
| 660 |
{ |
| 661 |
return HtmlToMarkdown::convert($html); |
| 662 |
} |
| 663 |
|
| 664 |
/** |
| 665 |
* WP_Error whose message is a JSON error envelope. The MCP adapter forwards |
| 666 |
* only the message, not error_data, so the structure has to live there. |
| 667 |
* |
| 668 |
* Supported $details keys: |
| 669 |
* fields => string[] Input parameter names that caused the error. |
| 670 |
* next_step => string What the agent should do to recover. |
| 671 |
* hint => string Extra context. |
| 672 |
* retryable => bool Whether retrying the same call might succeed (default false). |
| 673 |
*/ |
| 674 |
public static function error($code, $message, $details = []) |
| 675 |
{ |
| 676 |
$payload = array_merge(['code' => $code, 'message' => $message, 'retryable' => false], $details); |
| 677 |
return new \WP_Error($code, wp_json_encode(['error' => $payload])); |
| 678 |
} |
| 679 |
|
| 680 |
/** |
| 681 |
* The gate every MCP path uses before assigning a ticket to a specific agent: |
| 682 |
* checks fst_assign_agents, that the agent exists, and, when a ticket is given, |
| 683 |
* that the agent isn't restricted from its mailbox. |
| 684 |
* |
| 685 |
* @param int $agentId |
| 686 |
* @param Ticket|null $ticket Null skips the mailbox check (bulk assign checks per ticket). |
| 687 |
* @param string $fieldName Input field name to report in error details. |
| 688 |
* @return Agent|\WP_Error The resolved agent, or a WP_Error to return as-is. |
| 689 |
*/ |
| 690 |
public static function resolveAssignmentTarget($agentId, $ticket = null, $fieldName = 'agent_id') |
| 691 |
{ |
| 692 |
if (!PermissionManager::currentUserCan('fst_assign_agents')) { |
| 693 |
return self::error('forbidden', __('You do not have permission to assign agents', 'fluent-support')); |
| 694 |
} |
| 695 |
|
| 696 |
$agentId = (int) $agentId; |
| 697 |
if ($agentId <= 0) { |
| 698 |
return self::error('invalid_param', sprintf(__('%s must be a positive integer', 'fluent-support'), $fieldName), ['fields' => [$fieldName]]); |
| 699 |
} |
| 700 |
|
| 701 |
$targetAgent = Agent::find($agentId); |
| 702 |
if (!$targetAgent) { |
| 703 |
return self::error('invalid_param', __('The specified agent does not exist', 'fluent-support'), ['fields' => [$fieldName], 'next_step' => 'Use get-support-context to see available agents and their IDs']); |
| 704 |
} |
| 705 |
|
| 706 |
if ($ticket instanceof Ticket) { |
| 707 |
if ($err = TicketAccessGuard::assertAssignableAgent($ticket, $targetAgent)) { |
| 708 |
return $err; |
| 709 |
} |
| 710 |
} |
| 711 |
|
| 712 |
return $targetAgent; |
| 713 |
} |
| 714 |
|
| 715 |
/** |
| 716 |
* Assign the ticket and fire the assignment side effects if the assignee changed. |
| 717 |
* Always saves, so callers can stage other field changes on the model first. |
| 718 |
* Authorize $targetAgent first with resolveAssignmentTarget() (self-assignment may skip it). |
| 719 |
* |
| 720 |
* Inside a transaction, pass $deferSideEffects and call fireAgentAssignmentSideEffects() |
| 721 |
* after commit, so emails and webhooks don't fire for a rolled-back change. Capture the |
| 722 |
* previous agent_id before calling, since this overwrites it. |
| 723 |
* |
| 724 |
* @return bool True if the assignee changed, false if it was already $targetAgent. |
| 725 |
*/ |
| 726 |
public static function applyAgentAssignment(Ticket $ticket, Agent $targetAgent, Agent $actingAgent, $deferSideEffects = false) |
| 727 |
{ |
| 728 |
$changed = (int) $ticket->agent_id !== (int) $targetAgent->id; |
| 729 |
$previousAgentId = $ticket->agent_id; |
| 730 |
|
| 731 |
if ($changed) { |
| 732 |
$ticket->agent_id = $targetAgent->id; |
| 733 |
} |
| 734 |
|
| 735 |
$ticket->save(); |
| 736 |
|
| 737 |
if ($changed && !$deferSideEffects) { |
| 738 |
$ticket->load('agent'); |
| 739 |
self::fireAgentAssignmentSideEffects($ticket, $actingAgent, $previousAgentId); |
| 740 |
} |
| 741 |
|
| 742 |
return $changed; |
| 743 |
} |
| 744 |
|
| 745 |
/** |
| 746 |
* Add the assignment note and fire fluent_support/agent_assigned_to_ticket. |
| 747 |
* Not transactional, so call only after the assignment is committed. |
| 748 |
* $ticket must have the new 'agent' relation loaded. |
| 749 |
*/ |
| 750 |
public static function fireAgentAssignmentSideEffects(Ticket $ticket, Agent $actingAgent, $previousAgentId) |
| 751 |
{ |
| 752 |
(new TicketService())->onAgentChange($ticket, $actingAgent); |
| 753 |
do_action('fluent_support/agent_assigned_to_ticket', $ticket->agent, $ticket, $actingAgent, $previousAgentId); |
| 754 |
} |
| 755 |
|
| 756 |
public static function formatDuration($seconds) |
| 757 |
{ |
| 758 |
if (!$seconds) { |
| 759 |
return '0m'; |
| 760 |
} |
| 761 |
$seconds = (int) round($seconds); |
| 762 |
if ($seconds < 60) { |
| 763 |
return $seconds . 's'; |
| 764 |
} |
| 765 |
if ($seconds < 3600) { |
| 766 |
return round($seconds / 60) . 'm'; |
| 767 |
} |
| 768 |
if ($seconds < 86400) { |
| 769 |
$h = floor($seconds / 3600); |
| 770 |
$m = round(($seconds % 3600) / 60); |
| 771 |
return $h . 'h ' . $m . 'm'; |
| 772 |
} |
| 773 |
$d = floor($seconds / 86400); |
| 774 |
$h = round(($seconds % 86400) / 3600); |
| 775 |
return $d . 'd ' . $h . 'h'; |
| 776 |
} |
| 777 |
} |
| 778 |
|
