descrybe/apps/api/internal/support/auto_idempotency.go

package support

import (
	"context"
	"errors"
	"strings"
	"time"
	"unicode/utf8"

	"github.com/google/uuid"
	"github.com/jackc/pgx/v5"
	"github.com/jackc/pgx/v5/pgconn"
)

// AutoReplyTimeout is the hard deadline for one LLM auto-reply attempt.
const AutoReplyTimeout = 25 * time.Second

// AutoClaim is a successful idempotency claim for posting one auto reply.
type AutoClaim struct {
	TicketID  uuid.UUID
	CompanyID uuid.UUID
}

// ClaimAutoReplyAttempt marks the ticket as in-progress for auto-reply if no public
// auto message exists yet and auto is not disabled. Concurrent claims fail with
// ErrAutoReplyAlreadyPosted.
func (s *Service) ClaimAutoReplyAttempt(ctx context.Context, ticketID uuid.UUID) (AutoClaim, error) {
	if s == nil || s.Pool == nil {
		return AutoClaim{}, ErrAIAutoReplyDisabled
	}
	tx, err := s.Pool.Begin(ctx)
	if err != nil {
		return AutoClaim{}, err
	}
	defer func() { _ = tx.Rollback(ctx) }()

	var (
		companyID uuid.UUID
		disabled  bool
		status    string
		msgID     *uuid.UUID
		tStatus   string
	)
	err = tx.QueryRow(ctx, `
		SELECT company_id,
		       COALESCE(auto_reply_disabled, false),
		       COALESCE(auto_reply_status, 'none'),
		       auto_reply_message_id,
		       status
		FROM support_tickets
		WHERE id = $1
		FOR UPDATE`, ticketID,
	).Scan(&companyID, &disabled, &status, &msgID, &tStatus)
	if errors.Is(err, pgx.ErrNoRows) {
		return AutoClaim{}, ErrNotFound
	}
	if err != nil {
		return AutoClaim{}, err
	}
	if disabled {
		return AutoClaim{}, ErrAutoReplyDisabled
	}
	if tStatus == "closed" || tStatus == "resolved" {
		return AutoClaim{}, ErrTicketClosed
	}
	if msgID != nil || status == "matched" || status == "ai_sent" || status == "ai_draft" {
		return AutoClaim{}, ErrAutoReplyAlreadyPosted
	}

	var existing uuid.UUID
	err = tx.QueryRow(ctx, `
		SELECT id FROM support_messages
		WHERE ticket_id = $1 AND company_id = $2
		  AND is_auto_reply = true AND is_internal_note = false
		LIMIT 1`, ticketID, companyID,
	).Scan(&existing)
	if err == nil {
		return AutoClaim{}, ErrAutoReplyAlreadyPosted
	}
	if err != nil && !errors.Is(err, pgx.ErrNoRows) {
		return AutoClaim{}, err
	}

	now := time.Now().UTC()
	tag, err := tx.Exec(ctx, `
		UPDATE support_tickets
		SET auto_reply_attempted_at = $2, updated_at = $2
		WHERE id = $1 AND company_id = $3
		  AND auto_reply_message_id IS NULL
		  AND COALESCE(auto_reply_disabled, false) = false`,
		ticketID, now, companyID,
	)
	if err != nil {
		return AutoClaim{}, err
	}
	if tag.RowsAffected() == 0 {
		return AutoClaim{}, ErrAutoReplyAlreadyPosted
	}
	if err := tx.Commit(ctx); err != nil {
		return AutoClaim{}, err
	}
	return AutoClaim{TicketID: ticketID, CompanyID: companyID}, nil
}

// InsertAutoSystemMessage posts a labeled system auto-reply scoped to claim.CompanyID.
// Unique partial index prevents double public auto posts under races.
func (s *Service) InsertAutoSystemMessage(
	ctx context.Context,
	claim AutoClaim,
	body, source string,
	confidence float64,
	refType string,
	refID *uuid.UUID,
	internal bool,
) (uuid.UUID, error) {
	if s == nil || s.Pool == nil {
		return uuid.Nil, ErrAIAutoReplyDisabled
	}
	body = sanitizeAutoBody(body)
	if body == "" {
		return uuid.Nil, ErrBodyRequired
	}
	if source != "kb" && source != "template" && source != "ai" {
		source = "ai"
	}

	tx, err := s.Pool.Begin(ctx)
	if err != nil {
		return uuid.Nil, err
	}
	defer func() { _ = tx.Rollback(ctx) }()

	var companyID uuid.UUID
	var disabled bool
	var msgID *uuid.UUID
	err = tx.QueryRow(ctx, `
		SELECT company_id, COALESCE(auto_reply_disabled, false), auto_reply_message_id
		FROM support_tickets WHERE id = $1 FOR UPDATE`, claim.TicketID,
	).Scan(&companyID, &disabled, &msgID)
	if errors.Is(err, pgx.ErrNoRows) {
		return uuid.Nil, ErrNotFound
	}
	if err != nil {
		return uuid.Nil, err
	}
	if companyID != claim.CompanyID {
		return uuid.Nil, ErrForbidden
	}
	if disabled {
		return uuid.Nil, ErrAutoReplyDisabled
	}
	if msgID != nil && !internal {
		return uuid.Nil, ErrAutoReplyAlreadyPosted
	}

	now := time.Now().UTC()
	var refTypeArg any
	if strings.TrimSpace(refType) == "" {
		refTypeArg = nil
	} else {
		refTypeArg = strings.TrimSpace(refType)
	}

	var newID uuid.UUID
	err = tx.QueryRow(ctx, `
		INSERT INTO support_messages (
			ticket_id, company_id, author_user_id, author_role, body, is_internal_note,
			created_at, is_auto_reply, auto_source, auto_confidence, auto_ref_type, auto_ref_id
		) VALUES ($1,$2,NULL,'system',$3,$4,$5,true,$6,$7,$8,$9)
		RETURNING id`,
		claim.TicketID, claim.CompanyID, body, internal, now, source, confidence, refTypeArg, refID,
	).Scan(&newID)
	if err != nil {
		var pgErr *pgconn.PgError
		if errors.As(err, &pgErr) && pgErr.Code == "23505" {
			return uuid.Nil, ErrAutoReplyAlreadyPosted
		}
		return uuid.Nil, err
	}

	status := "ai_draft"
	if !internal {
		status = "ai_sent"
		if source == "kb" || source == "template" {
			status = "matched"
		}
		_, err = tx.Exec(ctx, `
			UPDATE support_tickets
			SET auto_reply_status = $2,
			    auto_reply_message_id = $3,
			    status = CASE WHEN status = 'open' THEN 'pending' ELSE status END,
			    last_message_at = $4,
			    last_agent_message_at = $4,
			    updated_at = $4
			WHERE id = $1 AND company_id = $5`,
			claim.TicketID, status, newID, now, claim.CompanyID,
		)
	} else {
		_, err = tx.Exec(ctx, `
			UPDATE support_tickets
			SET auto_reply_status = $2, updated_at = $3
			WHERE id = $1 AND company_id = $4`,
			claim.TicketID, status, now, claim.CompanyID,
		)
	}
	if err != nil {
		return uuid.Nil, err
	}
	if err := tx.Commit(ctx); err != nil {
		return uuid.Nil, err
	}
	return newID, nil
}

func sanitizeAutoBody(body string) string {
	body = strings.TrimSpace(strings.ReplaceAll(body, "\x00", ""))
	if utf8.RuneCountInString(body) <= maxBodyLen {
		return body
	}
	return string([]rune(body)[:maxBodyLen])
}