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

package support

import (
	"context"
	"encoding/json"
	"errors"
	"log/slog"
	"math"
	"regexp"
	"strings"
	"time"
	"unicode"

	"github.com/descrybe/descrybe-v2/apps/api/internal/security"
	"github.com/google/uuid"
	"github.com/jackc/pgx/v5"
)

var placeholderRe = regexp.MustCompile(`\{\{\s*([a-z0-9_]+)\s*\}\}`)

// RedactSecretsForMatch strips secret material before matching / logging.
// Delegates to security.RedactSecrets (shared with AI prompt path).
func RedactSecretsForMatch(s string) string {
	return security.RedactSecrets(s)
}

func tokenizeMatchText(s string) map[string]struct{} {
	s = strings.ToLower(s)
	tokens := make(map[string]struct{})
	var b strings.Builder
	flush := func() {
		if b.Len() == 0 {
			return
		}
		tok := b.String()
		b.Reset()
		if len(tok) < 2 {
			return
		}
		tokens[tok] = struct{}{}
	}
	for _, r := range s {
		if unicode.IsLetter(r) || unicode.IsDigit(r) {
			b.WriteRune(r)
			continue
		}
		flush()
	}
	flush()
	return tokens
}

func scoreCorpusItem(haystack string, tokens map[string]struct{}, category string, keywords, intents, cats []string, weight int) float64 {
	if len(keywords) == 0 && len(intents) == 0 && len(cats) == 0 {
		return 0
	}
	score := 0.0
	if len(keywords) > 0 {
		hits := 0
		for _, kw := range keywords {
			kw = strings.ToLower(strings.TrimSpace(kw))
			if kw == "" {
				continue
			}
			if _, ok := tokens[kw]; ok || strings.Contains(haystack, kw) {
				hits++
			}
		}
		score += 0.70 * (float64(hits) / float64(len(keywords)))
	}
	if len(intents) > 0 {
		hits := 0
		for _, intent := range intents {
			key := strings.ToLower(strings.TrimSpace(intent))
			if key == "" {
				continue
			}
			phrase := strings.ReplaceAll(key, "_", " ")
			parts := strings.Fields(phrase)
			ok := true
			if len(parts) == 0 {
				ok = false
			}
			for _, p := range parts {
				if _, has := tokens[p]; !has && !strings.Contains(haystack, p) {
					ok = false
					break
				}
			}
			if ok {
				hits++
			}
		}
		score += 0.15 * (float64(hits) / float64(len(intents)))
	}
	if category != "" && len(cats) > 0 {
		for _, c := range cats {
			if strings.EqualFold(c, category) {
				score += 0.15
				break
			}
		}
	}
	if weight > 0 {
		score += math.Min(0.05, float64(weight)*0.005)
	}
	if score > 1 {
		score = 1
	}
	return score
}

func applyTemplatePlaceholders(body string, ticket Ticket) string {
	return placeholderRe.ReplaceAllStringFunc(body, func(m string) string {
		sub := placeholderRe.FindStringSubmatch(m)
		if len(sub) < 2 {
			return m
		}
		key := strings.ToLower(sub[1])
		if _, ok := templatePlaceholderAllowlist[key]; !ok {
			return m
		}
		switch key {
		case "subject":
			return ticket.Subject
		case "category":
			return ticket.Category
		default:
			return m
		}
	})
}

func labelAutoBody(body string) string {
	body = strings.TrimSpace(body)
	if strings.Contains(body, "Automated answer from help center") {
		return body
	}
	return body + autoReplyFooter
}

// MatchAutoReply scores published KB articles and active templates against a ticket.
// It never posts a message and never calls an LLM.
func (s *Service) MatchAutoReply(ctx context.Context, ticket Ticket) (MatchAutoReplyResult, error) {
	empty := MatchAutoReplyResult{Matched: false, Kind: MatchKindNone}
	if s == nil || s.Pool == nil {
		return empty, nil
	}
	arts, tmps, err := s.loadMatchCorpus(ctx)
	if err != nil {
		if IsMissingRelation(err) {
			return empty, nil
		}
		return empty, err
	}

	subject := RedactSecretsForMatch(ticket.Subject)
	body := ""
	if len(ticket.Messages) > 0 {
		// Prefer latest customer message; fall back to first.
		for i := len(ticket.Messages) - 1; i >= 0; i-- {
			if ticket.Messages[i].AuthorRole == "user" && !ticket.Messages[i].IsInternalNote {
				body = ticket.Messages[i].Body
				break
			}
		}
		if body == "" {
			body = ticket.Messages[0].Body
		}
	}
	body = RedactSecretsForMatch(body)
	haystack := strings.ToLower(strings.TrimSpace(subject + " " + body))
	tokens := tokenizeMatchText(haystack)

	best := empty
	bestWeight := -1
	for _, a := range arts {
		conf := scoreCorpusItem(haystack, tokens, ticket.Category, a.Keywords, a.IntentKeys, a.CategorySlugs, a.PriorityWeight)
		if conf > best.Confidence || (conf == best.Confidence && a.PriorityWeight > bestWeight) {
			id := a.ID
			best = MatchAutoReplyResult{
				Matched:    conf > 0,
				Confidence: conf,
				ReplyBody:  strings.TrimSpace(a.BodyMD),
				ArticleID:  &id,
				Kind:       MatchKindKBArticle,
				Label:      a.Title,
			}
			bestWeight = a.PriorityWeight
		}
	}
	for _, t := range tmps {
		conf := scoreCorpusItem(haystack, tokens, ticket.Category, t.Keywords, t.IntentKeys, t.CategorySlugs, t.PriorityWeight)
		if conf > best.Confidence || (conf == best.Confidence && t.PriorityWeight > bestWeight && best.Kind != MatchKindKBArticle) {
			id := t.ID
			rendered := applyTemplatePlaceholders(t.Body, ticket)
			best = MatchAutoReplyResult{
				Matched:    conf > 0,
				Confidence: conf,
				ReplyBody:  strings.TrimSpace(rendered),
				TemplateID: &id,
				Kind:       MatchKindTemplate,
				Label:      t.Name,
			}
			bestWeight = t.PriorityWeight
		}
	}
	if best.Confidence <= 0 || best.ReplyBody == "" {
		return empty, nil
	}
	return best, nil
}

// GetAutoConfig loads the singleton FAQ + AI auto-reply config (defaults if missing).
func (s *Service) GetAutoConfig(ctx context.Context) (AutoConfig, error) {
	cfg := AutoConfig{
		Enabled:                  false,
		FAQEnabled:               true,
		MatchConfidenceThreshold: 0.78,
		AIEnabled:                false,
		AIConfidenceThreshold:    0.65,
		AIDelivery:               AIDeliveryDraft,
		AIUseGlobalSupportRole:   true,
	}
	err := s.Pool.QueryRow(ctx, `
		SELECT enabled, faq_enabled, match_confidence_threshold, retry_on_first_customer_reply,
			ai_enabled, ai_confidence_threshold, ai_delivery, ai_use_global_support_role,
			ai_provider_override, ai_model_override, ai_base_url_override, updated_at
		FROM support_auto_config WHERE id = 1`).Scan(
		&cfg.Enabled, &cfg.FAQEnabled, &cfg.MatchConfidenceThreshold, &cfg.RetryOnFirstCustomerReply,
		&cfg.AIEnabled, &cfg.AIConfidenceThreshold, &cfg.AIDelivery, &cfg.AIUseGlobalSupportRole,
		&cfg.AIProviderOverride, &cfg.AIModelOverride, &cfg.AIBaseURLOverride, &cfg.UpdatedAt,
	)
	if errors.Is(err, pgx.ErrNoRows) || IsMissingRelation(err) {
		return cfg, nil
	}
	if err != nil {
		// Pre-033 schema: fall back to FAQ-only columns.
		err2 := s.Pool.QueryRow(ctx, `
			SELECT enabled, faq_enabled, match_confidence_threshold, retry_on_first_customer_reply, updated_at
			FROM support_auto_config WHERE id = 1`).Scan(
			&cfg.Enabled, &cfg.FAQEnabled, &cfg.MatchConfidenceThreshold, &cfg.RetryOnFirstCustomerReply, &cfg.UpdatedAt,
		)
		if errors.Is(err2, pgx.ErrNoRows) || IsMissingRelation(err2) {
			return cfg, nil
		}
		if err2 != nil {
			return cfg, err
		}
		return cfg, nil
	}
	if cfg.AIDelivery == "" {
		cfg.AIDelivery = AIDeliveryDraft
	}
	return cfg, nil
}

// UpdateAutoConfig patches FAQ / AI auto-reply settings (platform admin).
func (s *Service) UpdateAutoConfig(ctx context.Context, in AutoConfigInput) (AutoConfig, error) {
	cur, err := s.GetAutoConfig(ctx)
	if err != nil {
		return AutoConfig{}, err
	}
	if in.Enabled != nil {
		cur.Enabled = *in.Enabled
	}
	if in.FAQEnabled != nil {
		cur.FAQEnabled = *in.FAQEnabled
	}
	if in.MatchConfidenceThreshold != nil {
		t := *in.MatchConfidenceThreshold
		if t < 0.50 || t > 0.95 {
			return AutoConfig{}, ErrInvalidMatchThreshold
		}
		cur.MatchConfidenceThreshold = t
	}
	if in.RetryOnFirstCustomerReply != nil {
		cur.RetryOnFirstCustomerReply = *in.RetryOnFirstCustomerReply
	}
	if in.AIEnabled != nil {
		cur.AIEnabled = *in.AIEnabled
	}
	if in.AIConfidenceThreshold != nil {
		t := *in.AIConfidenceThreshold
		if t < 0.50 || t > 0.95 {
			return AutoConfig{}, ErrInvalidAIThreshold
		}
		cur.AIConfidenceThreshold = t
	}
	if in.AIDelivery != nil {
		d := strings.TrimSpace(*in.AIDelivery)
		if d != AIDeliveryDraft && d != AIDeliveryAutoSend {
			return AutoConfig{}, ErrInvalidAIDelivery
		}
		cur.AIDelivery = d
	}
	if in.AIUseGlobalSupportRole != nil {
		cur.AIUseGlobalSupportRole = *in.AIUseGlobalSupportRole
	}
	if in.AIProviderOverride != nil {
		cur.AIProviderOverride = strings.TrimSpace(*in.AIProviderOverride)
	}
	if in.AIModelOverride != nil {
		cur.AIModelOverride = strings.TrimSpace(*in.AIModelOverride)
	}
	if in.AIBaseURLOverride != nil {
		cur.AIBaseURLOverride = strings.TrimSpace(*in.AIBaseURLOverride)
	}
	if cur.AIDelivery == "" {
		cur.AIDelivery = AIDeliveryDraft
	}
	_, err = s.Pool.Exec(ctx, `
		INSERT INTO support_auto_config (
			id, enabled, faq_enabled, match_confidence_threshold, retry_on_first_customer_reply,
			ai_enabled, ai_confidence_threshold, ai_delivery, ai_use_global_support_role,
			ai_provider_override, ai_model_override, ai_base_url_override, updated_at
		) VALUES (1, $1, $2, $3, $4, $5, $6, $7, $8, $9, $10, $11, now())
		ON CONFLICT (id) DO UPDATE SET
			enabled = EXCLUDED.enabled,
			faq_enabled = EXCLUDED.faq_enabled,
			match_confidence_threshold = EXCLUDED.match_confidence_threshold,
			retry_on_first_customer_reply = EXCLUDED.retry_on_first_customer_reply,
			ai_enabled = EXCLUDED.ai_enabled,
			ai_confidence_threshold = EXCLUDED.ai_confidence_threshold,
			ai_delivery = EXCLUDED.ai_delivery,
			ai_use_global_support_role = EXCLUDED.ai_use_global_support_role,
			ai_provider_override = EXCLUDED.ai_provider_override,
			ai_model_override = EXCLUDED.ai_model_override,
			ai_base_url_override = EXCLUDED.ai_base_url_override,
			updated_at = now()`,
		cur.Enabled, cur.FAQEnabled, cur.MatchConfidenceThreshold, cur.RetryOnFirstCustomerReply,
		cur.AIEnabled, cur.AIConfidenceThreshold, cur.AIDelivery, cur.AIUseGlobalSupportRole,
		cur.AIProviderOverride, cur.AIModelOverride, cur.AIBaseURLOverride)
	if err != nil {
		return AutoConfig{}, err
	}
	return s.GetAutoConfig(ctx)
}

// PostMatchedAutoReply inserts a labeled system message when match exceeds threshold.
// Idempotent: skips if auto already disabled/matched/sent or a public auto message exists.
func (s *Service) PostMatchedAutoReply(ctx context.Context, ticketID uuid.UUID, match MatchAutoReplyResult, threshold float64) (Ticket, bool, error) {
	if !match.Matched || match.Confidence < threshold || strings.TrimSpace(match.ReplyBody) == "" {
		return Ticket{}, false, nil
	}
	body, err := normalizeBody(labelAutoBody(match.ReplyBody))
	if err != nil {
		if isUniqueViolation(err) {
			return Ticket{}, false, nil
		}
		return Ticket{}, false, err
	}

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

	var t Ticket
	var disabled bool
	var status string
	err = tx.QueryRow(ctx, `
		SELECT id, company_id, created_by_user_id, status,
			COALESCE(auto_reply_disabled, false), COALESCE(auto_reply_status, 'none')
		FROM support_tickets WHERE id = $1 FOR UPDATE`, ticketID,
	).Scan(&t.ID, &t.CompanyID, &t.CreatedByUserID, &t.Status, &disabled, &status)
	if errors.Is(err, pgx.ErrNoRows) {
		return Ticket{}, false, ErrNotFound
	}
	if err != nil {
		if isUniqueViolation(err) {
			return Ticket{}, false, nil
		}
		return Ticket{}, false, err
	}
	if disabled || t.Status == "closed" || t.Status == "resolved" {
		return Ticket{}, false, nil
	}
	switch status {
	case AutoReplyMatched, "ai_sent", AutoReplyHandedOff:
		return Ticket{}, false, nil
	}

	var prior int
	_ = tx.QueryRow(ctx, `
		SELECT count(*) FROM support_messages
		WHERE ticket_id = $1 AND COALESCE(is_auto_reply, false) = true AND is_internal_note = false`,
		ticketID).Scan(&prior)
	if prior > 0 {
		return Ticket{}, false, nil
	}

	now := time.Now().UTC()
	source := AutoSourceKB
	refType := MatchKindKBArticle
	var refID *uuid.UUID
	if match.Kind == MatchKindTemplate {
		source = AutoSourceTemplate
		refType = MatchKindTemplate
		refID = match.TemplateID
	} else {
		refID = match.ArticleID
	}

	var msgID 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,false,$4,true,$5,$6,$7,$8)
		RETURNING id`,
		ticketID, t.CompanyID, body, now, source, match.Confidence, refType, refID,
	).Scan(&msgID)
	if err != nil {
		if isUniqueViolation(err) {
			return Ticket{}, false, nil
		}
		return Ticket{}, false, err
	}

	_, err = tx.Exec(ctx, `
		UPDATE support_tickets SET
			status = CASE WHEN status = 'open' THEN 'pending' ELSE status END,
			last_message_at = $2,
			last_agent_message_at = $2,
			auto_reply_status = $3,
			auto_reply_attempted_at = $2,
			auto_reply_message_id = $4,
			updated_at = $2
		WHERE id = $1`,
		ticketID, now, AutoReplyMatched, msgID)
	if err != nil {
		if isUniqueViolation(err) {
			return Ticket{}, false, nil
		}
		return Ticket{}, false, err
	}

	meta, _ := json.Marshal(map[string]any{
		"source":     source,
		"confidence": match.Confidence,
		"kind":       match.Kind,
		"label":      match.Label,
	})
	if err := insertActivity(ctx, tx, ticketID, t.CompanyID, ActivityAutoReply, "system", nil, &msgID, meta); err != nil && !IsMissingRelation(err) {
		return Ticket{}, false, err
	}

	if err := insertNotification(ctx, tx, t.CreatedByUserID, ticketID, &msgID, "auto_reply"); err != nil {
		// Fallback if CHECK not migrated yet.
		if err2 := insertNotification(ctx, tx, t.CreatedByUserID, ticketID, &msgID, "agent_reply"); err2 != nil {
			return Ticket{}, false, err
		}
	}

	if err := tx.Commit(ctx); err != nil {
		return Ticket{}, false, err
	}
	out, err := s.GetForUser(ctx, t.CompanyID, t.CreatedByUserID, ticketID)
	if err != nil {
		out, err = s.GetAdmin(ctx, ticketID)
	}
	return out, true, err
}

// MaybeAutoReplyOnCreate runs Stage A FAQ match after ticket create (sync, no LLM).
// On miss / low confidence, enqueues Stage B AI fallback (async; never awaits LLM).
// Failures are soft: ticket create remains successful for the caller.
func (s *Service) MaybeAutoReplyOnCreate(ctx context.Context, ticket Ticket) (Ticket, MatchAutoReplyResult, error) {
	empty := MatchAutoReplyResult{Kind: MatchKindNone}
	cfg, err := s.GetAutoConfig(ctx)
	if err != nil {
		return ticket, empty, err
	}
	if !cfg.Enabled {
		_ = s.markAutoAttempt(ctx, ticket.ID, AutoReplySkipped)
		return ticket, empty, nil
	}

	match := empty
	if cfg.FAQEnabled {
		match, err = s.MatchAutoReply(ctx, ticket)
		if err != nil {
			return ticket, empty, err
		}
		if match.Matched && match.Confidence >= cfg.MatchConfidenceThreshold {
			out, posted, postErr := s.PostMatchedAutoReply(ctx, ticket.ID, match, cfg.MatchConfidenceThreshold)
			if postErr != nil {
				return ticket, match, postErr
			}
			if posted {
				return out, match, nil
			}
		}
	}

	// Stage B — FAQ miss / disabled / below threshold.
	if cfg.AIEnabled {
		if enqErr := s.EnqueueAIFallback(ctx, ticket); enqErr != nil {
			slog.Warn("support_auto_ai_enqueue_failed",
				"ticket_id", ticket.ID.String(),
				"company_id", ticket.CompanyID.String(),
				"err", RedactForAutoLog(enqErr.Error()),
			)
		}
		return ticket, match, nil
	}
	_ = s.markAutoAttempt(ctx, ticket.ID, AutoReplySkipped)
	return ticket, match, nil
}

// MaybeAutoReplyOnCustomerReply optionally retries FAQ match on first follow-up.
func (s *Service) MaybeAutoReplyOnCustomerReply(ctx context.Context, ticket Ticket) (Ticket, MatchAutoReplyResult, error) {
	empty := MatchAutoReplyResult{Kind: MatchKindNone}
	cfg, err := s.GetAutoConfig(ctx)
	if err != nil {
		return ticket, empty, err
	}
	if !cfg.Enabled || !cfg.FAQEnabled || !cfg.RetryOnFirstCustomerReply {
		return ticket, empty, nil
	}
	// Handoff if a public auto reply already exists.
	var autoPublic int
	_ = s.Pool.QueryRow(ctx, `
		SELECT count(*) FROM support_messages
		WHERE ticket_id = $1 AND COALESCE(is_auto_reply, false) = true AND is_internal_note = false`,
		ticket.ID).Scan(&autoPublic)
	if autoPublic > 0 {
		_ = s.markAutoHandOff(ctx, ticket.ID)
		return ticket, empty, nil
	}
	var disabled bool
	var status string
	_ = s.Pool.QueryRow(ctx, `
		SELECT COALESCE(auto_reply_disabled, false), COALESCE(auto_reply_status, 'none')
		FROM support_tickets WHERE id = $1`, ticket.ID).Scan(&disabled, &status)
	if disabled || status == AutoReplyMatched || status == "ai_sent" {
		return ticket, empty, nil
	}
	return s.MaybeAutoReplyOnCreate(ctx, ticket)
}

func (s *Service) markAutoAttempt(ctx context.Context, ticketID uuid.UUID, status string) error {
	_, err := s.Pool.Exec(ctx, `
		UPDATE support_tickets SET
			auto_reply_status = $2,
			auto_reply_attempted_at = now(),
			updated_at = now()
		WHERE id = $1
		  AND COALESCE(auto_reply_status, 'none') IN ('none', 'skipped')`, ticketID, status)
	return err
}

func (s *Service) markAutoHandOff(ctx context.Context, ticketID uuid.UUID) error {
	_, err := s.Pool.Exec(ctx, `
		UPDATE support_tickets SET
			auto_reply_disabled = true,
			auto_reply_status = $2,
			auto_reply_attempted_at = now(),
			updated_at = now()
		WHERE id = $1`, ticketID, AutoReplyHandedOff)
	return err
}

// TopKBSnippetsForTicket returns the best lexical KB hits for AI fallback prompts
// (even when below the auto-send threshold). Platform-global snippets only.
func (s *Service) TopKBSnippetsForTicket(ctx context.Context, ticket Ticket, limit int) ([]KBSnippet, error) {
	if limit <= 0 {
		limit = 5
	}
	if limit > 10 {
		limit = 10
	}
	arts, _, err := s.loadMatchCorpus(ctx)
	if err != nil {
		if IsMissingRelation(err) {
			return nil, nil
		}
		return nil, err
	}
	subject := RedactSecretsForMatch(ticket.Subject)
	body := ""
	for i := len(ticket.Messages) - 1; i >= 0; i-- {
		if ticket.Messages[i].AuthorRole == "user" && !ticket.Messages[i].IsInternalNote {
			body = ticket.Messages[i].Body
			break
		}
	}
	body = RedactSecretsForMatch(body)
	haystack := strings.ToLower(strings.TrimSpace(subject + " " + body))
	tokens := tokenizeMatchText(haystack)

	type scored struct {
		art   KBArticle
		score float64
	}
	ranked := make([]scored, 0, len(arts))
	for _, a := range arts {
		conf := scoreCorpusItem(haystack, tokens, ticket.Category, a.Keywords, a.IntentKeys, a.CategorySlugs, a.PriorityWeight)
		if conf <= 0 {
			continue
		}
		ranked = append(ranked, scored{art: a, score: conf})
	}
	for i := 0; i < len(ranked); i++ {
		for j := i + 1; j < len(ranked); j++ {
			if ranked[j].score > ranked[i].score || (ranked[j].score == ranked[i].score && ranked[j].art.PriorityWeight > ranked[i].art.PriorityWeight) {
				ranked[i], ranked[j] = ranked[j], ranked[i]
			}
		}
	}
	if len(ranked) > limit {
		ranked = ranked[:limit]
	}
	out := make([]KBSnippet, 0, len(ranked))
	for _, r := range ranked {
		out = append(out, KBSnippet{
			Slug:   r.art.Slug,
			Title:  r.art.Title,
			BodyMD: r.art.BodyMD,
		})
	}
	return out, nil
}

// ScoreCorpusItemForTest exports scoring for unit tests.
func ScoreCorpusItemForTest(haystack string, category string, keywords, intents, cats []string, weight int) float64 {
	return scoreCorpusItem(haystack, tokenizeMatchText(haystack), category, keywords, intents, cats, weight)
}