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<?php |
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|
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namespace FluentSupport\App\Modules\MCP\Tools; |
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|
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use FluentSupport\App\Models\SavedReply; |
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use FluentSupport\App\Models\Ticket; |
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use FluentSupport\App\Modules\MCP\Helpers\MCPHelper; |
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use FluentSupport\App\Modules\MCP\Support\TicketAccessGuard; |
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use FluentSupport\App\Modules\PermissionManager; |
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use FluentSupport\App\Services\Tickets\ResponseService; |
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|
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class ResponseTools |
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{ |
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public static function listSavedReplies($params) |
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{ |
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$agent = MCPHelper::resolveAgent(); |
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if (!$agent) { |
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return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
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} |
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|
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$query = SavedReply::where('created_by', $agent->id); |
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|
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if (!empty($params['search'])) { |
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$search = sanitize_text_field($params['search']); |
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$query->where(function ($q) use ($search) { |
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$q->where('title', 'LIKE', "%{$search}%") |
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->orWhere('content', 'LIKE', "%{$search}%"); |
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}); |
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} |
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|
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if (!empty($params['product_id'])) { |
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$query->where('product_id', (int) $params['product_id']); |
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} |
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|
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$replies = $query->orderBy('title', 'ASC')->get(); |
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|
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$count = $replies->count(); |
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|
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return MCPHelper::envelope( |
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sprintf(_n('Found %d saved reply', 'Found %d saved replies', $count, 'fluent-support'), $count), |
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['saved_replies' => $replies->map(function ($reply) { |
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return self::formatSavedReply($reply); |
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})->toArray()], |
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['total' => $count] |
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); |
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} |
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|
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public static function createSavedReply($params) |
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{ |
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$agent = MCPHelper::resolveAgent(); |
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if (!$agent) { |
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return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
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} |
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|
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$title = sanitize_text_field($params['title'] ?? ''); |
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$hasContent = isset($params['content']) && $params['content'] !== ''; |
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if ($title === '' || !$hasContent) { |
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return MCPHelper::error('invalid_param', __('title and content are required', 'fluent-support'), ['fields' => ['title', 'content']]); |
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} |
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|
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$productId = null; |
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if (array_key_exists('product_id', $params) && $params['product_id'] !== null && $params['product_id'] !== '') { |
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$productId = (int) $params['product_id']; |
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if (!\FluentSupport\App\Models\Product::find($productId)) { |
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return MCPHelper::error('invalid_param', __('The specified product does not exist', 'fluent-support'), ['fields' => ['product_id'], 'next_step' => 'Use get-support-context to see available products and their IDs']); |
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} |
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} |
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|
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$format = $params['content_format'] ?? 'markdown'; |
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$content = wp_kses_post(MCPHelper::processContent($params['content'], $format)); |
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|
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$reply = SavedReply::create([ |
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'created_by' => $agent->id, |
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'title' => $title, |
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'content' => $content, |
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'product_id' => $productId, |
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]); |
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|
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return MCPHelper::envelope( |
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sprintf(__('Saved reply "%s" created', 'fluent-support'), $title), |
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['saved_reply' => self::formatSavedReply($reply)] |
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); |
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} |
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|
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public static function updateSavedReply($params) |
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{ |
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$agent = MCPHelper::resolveAgent(); |
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if (!$agent) { |
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return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
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} |
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|
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$id = (int) ($params['id'] ?? 0); |
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if (!$id) { |
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return MCPHelper::error('invalid_param', __('id is required', 'fluent-support'), ['fields' => ['id']]); |
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} |
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|
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$reply = SavedReply::find($id); |
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if (!$reply) { |
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return MCPHelper::error('not_found', __('Saved reply not found', 'fluent-support'), ['next_step' => 'Use list-saved-replies to find valid IDs']); |
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} |
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|
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if ((int) $reply->created_by !== (int) $agent->id && !PermissionManager::currentUserCan('fst_manage_settings')) { |
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return MCPHelper::error('forbidden', __('You do not have permission to update this saved reply', 'fluent-support'), ['retryable' => false]); |
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} |
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|
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if (array_key_exists('title', $params)) { |
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$title = sanitize_text_field($params['title']); |
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if ($title === '') { |
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return MCPHelper::error('invalid_param', __('title cannot be empty', 'fluent-support'), ['fields' => ['title']]); |
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} |
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$reply->title = $title; |
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} |
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|
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if (array_key_exists('content', $params)) { |
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if ($params['content'] === '' || $params['content'] === null) { |
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return MCPHelper::error('invalid_param', __('content cannot be empty', 'fluent-support'), ['fields' => ['content']]); |
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} |
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$format = $params['content_format'] ?? 'markdown'; |
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$reply->content = wp_kses_post(MCPHelper::processContent($params['content'], $format)); |
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} |
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|
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if (array_key_exists('product_id', $params)) { |
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if ($params['product_id'] === null || $params['product_id'] === '') { |
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$reply->product_id = null; |
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} else { |
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$productId = (int) $params['product_id']; |
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if (!\FluentSupport\App\Models\Product::find($productId)) { |
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return MCPHelper::error('invalid_param', __('The specified product does not exist', 'fluent-support'), ['fields' => ['product_id'], 'next_step' => 'Use get-support-context to see available products and their IDs']); |
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} |
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$reply->product_id = $productId; |
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} |
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} |
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|
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$reply->save(); |
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|
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return MCPHelper::envelope( |
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sprintf(__('Saved reply "%s" updated', 'fluent-support'), $reply->title), |
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['saved_reply' => self::formatSavedReply($reply)] |
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); |
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} |
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|
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public static function deleteSavedReply($params) |
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{ |
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$agent = MCPHelper::resolveAgent(); |
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if (!$agent) { |
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return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
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} |
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|
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$id = (int) ($params['id'] ?? 0); |
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if (!$id) { |
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return MCPHelper::error('invalid_param', __('id is required', 'fluent-support'), ['fields' => ['id']]); |
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} |
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|
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$reply = SavedReply::find($id); |
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if (!$reply) { |
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return MCPHelper::error('not_found', __('Saved reply not found', 'fluent-support'), ['next_step' => 'Use list-saved-replies to find valid IDs']); |
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} |
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if ((int) $reply->created_by !== (int) $agent->id && !PermissionManager::currentUserCan('fst_manage_settings')) { |
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return MCPHelper::error('forbidden', __('You do not have permission to delete this saved reply', 'fluent-support'), ['retryable' => false]); |
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} |
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$title = $reply->title; |
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$reply->delete(); |
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return MCPHelper::envelope(sprintf(__('Saved reply "%s" deleted', 'fluent-support'), $title), ['id' => $id]); |
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} |
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|
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private static function formatSavedReply($reply) |
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{ |
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return [ |
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'id' => $reply->id, |
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'title' => $reply->title, |
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'content' => MCPHelper::htmlToText($reply->content), |
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'product_id' => $reply->product_id, |
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]; |
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} |
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|
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public static function replyToTicket($params) |
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{ |
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$agent = MCPHelper::resolveAgent(); |
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if (!$agent) { |
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return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
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} |
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|
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$ticketId = (int) ($params['ticket_id'] ?? 0); |
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if (!$ticketId) { |
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return MCPHelper::error('invalid_param', __('ticket_id is required', 'fluent-support'), ['fields' => ['ticket_id']]); |
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} |
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|
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$content = ''; |
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|
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if (!empty($params['saved_reply_id'])) { |
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$savedReply = SavedReply::where('id', (int) $params['saved_reply_id']) |
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->where('created_by', $agent->id) |
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->first(); |
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if (!$savedReply) { |
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return MCPHelper::error('not_found', __('Saved reply not found', 'fluent-support'), ['next_step' => 'Use list-saved-replies to find valid IDs']); |
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} |
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$content = wp_kses_post($savedReply->content); |
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} |
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|
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if (!empty($params['content'])) { |
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$format = $params['content_format'] ?? 'markdown'; |
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$content = wp_kses_post(MCPHelper::processContent($params['content'], $format)); |
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} |
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|
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if (!$content) { |
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return MCPHelper::error('invalid_param', __('content or saved_reply_id is required', 'fluent-support'), ['fields' => ['content', 'saved_reply_id']]); |
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} |
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|
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$ticket = Ticket::find($ticketId); |
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if (!$ticket) { |
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return MCPHelper::error('not_found', __('Ticket not found', 'fluent-support'), ['next_step' => 'Use list-tickets to find valid ticket IDs']); |
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} |
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|
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if ($err = TicketAccessGuard::assert($ticket)) { |
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return $err; |
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} |
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|
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if ($ticket->status === 'closed') { |
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return MCPHelper::error( |
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'ticket_closed', |
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__('Cannot reply to a closed ticket. Reopen it first, then reply.', 'fluent-support'), |
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['next_step' => 'Call reopen-ticket to reopen this ticket before replying', 'retryable' => false] |
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); |
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} |
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|
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// Resolve assignment intent so assign + reply happen in one call. |
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// Explicit assignee_id requires fst_assign_agents (resolveAssignmentTarget). |
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// Otherwise, replying to an unassigned ticket takes ownership (self), |
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// which needs no extra permission. A ticket already assigned to someone |
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// else is never silently reassigned. |
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$assignTarget = null; |
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if (array_key_exists('assignee_id', $params) && $params['assignee_id'] !== null && $params['assignee_id'] !== '') { |
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$assignTarget = MCPHelper::resolveAssignmentTarget($params['assignee_id'], $ticket, 'assignee_id'); |
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if (is_wp_error($assignTarget)) { |
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return $assignTarget; |
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} |
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} elseif (empty($ticket->agent_id)) { |
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$assignTarget = $agent; // taking ownership — no fst_assign_agents needed |
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} |
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|
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$data = [ |
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'content' => $content, |
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'conversation_type' => 'response', |
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'source' => 'mcp', |
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]; |
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|
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if (!empty($params['close_ticket'])) { |
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$data['close_ticket'] = 'yes'; |
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} |
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|
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// Assign + reply (+ optional close) must be atomic: a failure in the |
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// reply rolls back the assignment too. The assignment notification side |
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// effects (email/webhooks) are deferred until AFTER the transaction |
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// commits — firing them inside the transaction would leak an |
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// "assigned to you" email even when the reply fails and the assignment |
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// is rolled back. |
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$result = null; |
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$assigned = false; |
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$previousAgentId = $ticket->agent_id; |
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try { |
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(new Ticket())->getConnection()->transaction(function () use (&$result, &$assigned, $assignTarget, $ticket, $agent, $data) { |
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if ($assignTarget) { |
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$assigned = MCPHelper::applyAgentAssignment($ticket, $assignTarget, $agent, true); |
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} |
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|
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$result = (new ResponseService())->createResponse($data, $agent, $ticket); |
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|
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if (!$result) { |
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throw new \Exception('reply_failed'); // roll back the assignment |
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} |
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}); |
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} catch (\Throwable $e) { |
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return MCPHelper::error('failed', __('Failed to create response', 'fluent-support'), ['retryable' => true]); |
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} |
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|
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// Reply + assignment committed — now fire the assignment side effects. |
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if ($assigned) { |
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$ticket->load('agent'); |
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MCPHelper::fireAgentAssignmentSideEffects($ticket, $agent, $previousAgentId); |
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} |
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|
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$ticketStatus = $result['ticket']->status; |
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|
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$assignNote = ''; |
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if ($assigned) { |
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$assignNote = ((int) $assignTarget->id === (int) $agent->id) |
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? __(' and assigned to you', 'fluent-support') |
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: sprintf(__(' and assigned to %s', 'fluent-support'), MCPHelper::personName($assignTarget)); |
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} |
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|
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$summary = $ticketStatus === 'closed' |
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? sprintf(__('Reply sent and ticket #%d closed', 'fluent-support'), $ticketId) . $assignNote |
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: sprintf(__('Reply added to ticket #%d', 'fluent-support'), $ticketId) . $assignNote; |
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|
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$payload = [ |
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'response' => [ |
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'id' => $result['response']->id, |
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'content' => MCPHelper::htmlToText($result['response']->content), |
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'type' => $result['response']->conversation_type, |
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'created_at' => MCPHelper::toIso8601($result['response']->created_at), |
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], |
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'ticket_status' => $ticketStatus, |
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]; |
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|
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if ($assigned) { |
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$payload['assigned_to'] = [ |
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'id' => (int) $assignTarget->id, |
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'name' => MCPHelper::personName($assignTarget), |
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]; |
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} |
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|
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return MCPHelper::envelope($summary, $payload); |
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} |
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|
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public static function addInternalNote($params) |
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{ |
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$agent = MCPHelper::resolveAgent(); |
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if (!$agent) { |
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return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
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} |
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|
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$ticketId = (int) ($params['ticket_id'] ?? 0); |
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if (!$ticketId) { |
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return MCPHelper::error('invalid_param', __('ticket_id is required', 'fluent-support'), ['fields' => ['ticket_id']]); |
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} |
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|
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$format = $params['content_format'] ?? 'markdown'; |
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$content = wp_kses_post(MCPHelper::processContent($params['content'] ?? '', $format)); |
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if (!$content) { |
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return MCPHelper::error('invalid_param', __('content is required', 'fluent-support'), ['fields' => ['content']]); |
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} |
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|
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$ticket = Ticket::find($ticketId); |
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if (!$ticket) { |
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return MCPHelper::error('not_found', __('Ticket not found', 'fluent-support'), ['next_step' => 'Use list-tickets to find valid ticket IDs']); |
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} |
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|
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if ($err = TicketAccessGuard::assert($ticket)) { |
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return $err; |
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} |
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|
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$data = [ |
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'content' => $content, |
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'conversation_type' => 'internal_info', |
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'source' => 'mcp', |
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]; |
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|
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$result = (new ResponseService())->createResponse($data, $agent, $ticket, true); |
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|
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if (!$result) { |
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return MCPHelper::error('failed', __('Failed to create internal note', 'fluent-support'), ['retryable' => true]); |
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} |
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|
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return MCPHelper::envelope( |
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"Internal note added to ticket #{$ticketId}", |
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['note' => [ |
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'id' => $result['response']->id, |
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'content' => MCPHelper::htmlToText($result['response']->content), |
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'created_at' => MCPHelper::toIso8601($result['response']->created_at), |
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]] |
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); |
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} |
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} |
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|
