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<?php |
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|
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namespace FluentSupport\App\Modules\MCP; |
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|
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use FluentSupport\App\Modules\MCP\Support\AbilityGuard; |
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|
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/** |
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* MCP prompts: ready-made starting points a person picks in their MCP client |
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* (often as a slash command). Each is an ability that returns prompt messages; |
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* the adapter lists them under prompts/list. They only write instructions, so |
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* the tools they point to still enforce every permission. |
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* |
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* Prompt text is English and not translatable, like the tool descriptions. |
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*/ |
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class PromptsRegistrar |
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{ |
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const PERIODS = ['24h', '7d', '30d', '90d']; |
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|
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public static function getDefinitions(): array |
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{ |
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return [ |
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'fluent-support/triage-queue' => [ |
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'label' => __('Triage my queue', 'fluent-support'), |
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'description' => 'Go through the tickets waiting on an agent and propose an action for each, without sending anything until you approve.', |
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'input_schema' => [ |
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'type' => 'object', |
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'properties' => [ |
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'scope' => ['type' => 'string', 'enum' => ['mine', 'team'], 'description' => 'mine: your tickets (default). team: every ticket you can see.'], |
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], |
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], |
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'execute_callback' => [self::class, 'triageQueue'], |
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], |
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'fluent-support/draft-reply' => [ |
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'label' => __('Draft a reply', 'fluent-support'), |
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'description' => 'Read a ticket and save a draft reply for review. Nothing is sent.', |
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'input_schema' => [ |
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'type' => 'object', |
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'properties' => [ |
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'ticket_id' => ['type' => 'string', 'description' => 'The ticket ID'], |
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'guidance' => ['type' => 'string', 'description' => 'Optional: what the reply should say or do'], |
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], |
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'required' => ['ticket_id'], |
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], |
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'execute_callback' => [self::class, 'draftReply'], |
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], |
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'fluent-support/summarize-ticket' => [ |
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'label' => __('Summarize a ticket', 'fluent-support'), |
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'description' => 'Summarize a ticket for a teammate taking it over, and optionally save the summary as an internal note.', |
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'input_schema' => [ |
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'type' => 'object', |
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'properties' => [ |
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'ticket_id' => ['type' => 'string', 'description' => 'The ticket ID'], |
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'save_note' => ['type' => 'string', 'enum' => ['no', 'yes'], 'description' => 'yes: save the summary as an internal note'], |
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], |
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'required' => ['ticket_id'], |
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], |
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'execute_callback' => [self::class, 'summarizeTicket'], |
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], |
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'fluent-support/support-report' => [ |
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'label' => __('Support report', 'fluent-support'), |
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'description' => 'Write a short report on support volume, response times and workload for a period.', |
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'input_schema' => [ |
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'type' => 'object', |
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'properties' => [ |
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'period' => ['type' => 'string', 'enum' => self::PERIODS, 'description' => 'Reporting period (default 7d)'], |
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], |
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], |
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'execute_callback' => [self::class, 'supportReport'], |
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], |
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]; |
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} |
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|
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public static function register() |
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{ |
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foreach (self::getDefinitions() as $name => $definition) { |
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wp_register_ability($name, [ |
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'label' => $definition['label'], |
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'description' => $definition['description'], |
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'category' => 'fluent-support', |
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'input_schema' => $definition['input_schema'], |
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'execute_callback' => $definition['execute_callback'], |
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'permission_callback' => function () use ($name) { |
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return AbilityGuard::check($name); |
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}, |
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'meta' => [ |
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'show_in_rest' => true, |
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'mcp' => ['public' => true, 'type' => 'prompt'], |
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'annotations' => ['readonly' => true], |
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], |
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]); |
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} |
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} |
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|
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public static function triageQueue($params) |
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{ |
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$team = (($params['scope'] ?? 'mine') === 'team'); |
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|
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$source = $team |
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? '1. Call get-support-context, then list-tickets with waiting_for_reply=true, sort_by=waiting_since, order=ASC, per_page=25. Use meta.paging.next_cursor for more pages.' |
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: '1. Call get-support-context and start with my_queue.awaiting_your_reply. If awaiting_your_reply_truncated is true, call list-tickets with agent_id set to your agent ID, waiting_for_reply=true, sort_by=waiting_since, order=ASC.'; |
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|
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return self::messages(implode("\n", [ |
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'Triage my Fluent Support queue.', |
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'', |
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$source, |
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'2. Use each row\'s preview, customer, tags and waiting time. Open a ticket with get-ticket only when the preview is not enough to decide.', |
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'3. For each ticket choose one action: reply, ask a teammate (internal note with a mention), assign, tag, close, or leave it.', |
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'4. Show me a table first: ticket, customer, waiting time, proposed action and a one-line reason. Oldest first.', |
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'5. Wait for my go-ahead. Then save replies as drafts (reply-to-ticket with draft=true) unless I say to send them. Never close or delete a ticket without my approval.', |
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])); |
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} |
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|
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public static function draftReply($params) |
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{ |
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$ticketId = absint($params['ticket_id'] ?? 0); |
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$guidance = trim(sanitize_textarea_field((string) ($params['guidance'] ?? ''))); |
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|
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$lines = [ |
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"Draft a reply to Fluent Support ticket #{$ticketId}.", |
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'', |
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"1. Call get-ticket with ticket_id={$ticketId}. Read the whole thread, the customer's previous tickets and any purchase or CRM data.", |
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'2. Read the reply_email template: the customer gets it with [YOUR MESSAGE] replaced by your reply, so leave out any greeting, sign-off or signature it already has.', |
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'3. Call list-saved-replies with a short search for this topic and reuse a saved answer when one fits.', |
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'4. Write the reply in Markdown. Answer the customer\'s latest message directly, in their language, and ask for any detail you still need.', |
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"5. Save it with reply-to-ticket, ticket_id={$ticketId}, draft=true. Do not send it. Tell me the draft ID and show me the text.", |
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]; |
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|
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if ($guidance !== '') { |
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$lines[] = ''; |
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$lines[] = 'My guidance for this reply: ' . $guidance; |
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} |
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return self::messages(implode("\n", $lines)); |
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} |
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|
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public static function summarizeTicket($params) |
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{ |
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$ticketId = absint($params['ticket_id'] ?? 0); |
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$saveNote = (($params['save_note'] ?? 'no') === 'yes'); |
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|
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$lines = [ |
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"Summarize Fluent Support ticket #{$ticketId} for a teammate who is taking it over.", |
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'', |
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"1. Call get-ticket with ticket_id={$ticketId} and get-ticket-activity with ticket_id={$ticketId}.", |
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'2. Cover: the problem, what has been tried, the current state, who the ticket is waiting on, and the next step.', |
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'3. Keep it under 150 words. Use the customer\'s own words for the problem where you can.', |
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]; |
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|
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$lines[] = $saveNote |
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? "4. Save the summary with add-internal-note on ticket {$ticketId}, then show it to me." |
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: '4. Show me the summary. Do not change the ticket.'; |
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|
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return self::messages(implode("\n", $lines)); |
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} |
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|
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public static function supportReport($params) |
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{ |
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$period = in_array($params['period'] ?? '', self::PERIODS, true) ? $params['period'] : '7d'; |
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|
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return self::messages(implode("\n", [ |
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"Write a Fluent Support report for the last {$period}.", |
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'', |
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"1. Call get-support-insights with period={$period}, and get-support-context.", |
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'2. Cover ticket volume and its trend, first-response and resolution times, tickets waiting on an agent versus on the customer, and each agent\'s open and closed counts.', |
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'3. List the five tickets that have waited longest on an agent.', |
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'4. End with three concrete recommendations. Keep the report under 300 words and use a table for per-agent numbers.', |
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])); |
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} |
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|
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private static function messages($text) |
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{ |
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return [ |
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'messages' => [ |
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[ |
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'role' => 'user', |
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'content' => ['type' => 'text', 'text' => $text], |
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], |
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], |
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]; |
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} |
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} |
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|
