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

package support

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

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

const (
	maxKBSlugLen     = 120
	maxKBTitleLen    = 200
	maxKBBodyLen     = 100000
	maxTemplateName  = 120
	maxTemplateBody  = 10000
	maxKeywordLen    = 64
	maxKeywordsCount = 40
	maxIntentCount   = 20
	maxCatSlugCount  = 20
	kbCacheTTL       = 60 * time.Second
)

type kbCorpusCache struct {
	mu        sync.RWMutex
	articles  []KBArticle
	templates []ReplyTemplate
	loadedAt  time.Time
}

var sharedKBCache = &kbCorpusCache{}

func invalidateKBCache() {
	sharedKBCache.mu.Lock()
	sharedKBCache.loadedAt = time.Time{}
	sharedKBCache.articles = nil
	sharedKBCache.templates = nil
	sharedKBCache.mu.Unlock()
}

func normalizeSlug(s string) (string, error) {
	s = strings.ToLower(strings.TrimSpace(s))
	s = strings.ReplaceAll(s, " ", "-")
	if s == "" {
		return "", ErrKBSlugRequired
	}
	if utf8.RuneCountInString(s) > maxKBSlugLen {
		return "", ErrInvalidKBSlug
	}
	for _, r := range s {
		if unicode.IsLetter(r) || unicode.IsDigit(r) || r == '-' || r == '_' {
			continue
		}
		return "", ErrInvalidKBSlug
	}
	return s, nil
}

func normalizeStringList(in []string, maxItem, maxCount int) []string {
	if len(in) == 0 {
		return []string{}
	}
	seen := make(map[string]struct{}, len(in))
	out := make([]string, 0, len(in))
	for _, raw := range in {
		s := strings.ToLower(strings.TrimSpace(strings.ReplaceAll(raw, "\x00", "")))
		if s == "" {
			continue
		}
		if utf8.RuneCountInString(s) > maxItem {
			s = string([]rune(s)[:maxItem])
		}
		if _, ok := seen[s]; ok {
			continue
		}
		seen[s] = struct{}{}
		out = append(out, s)
		if len(out) >= maxCount {
			break
		}
	}
	return out
}

func normalizeKBArticleInput(in KBArticleInput, forUpdate bool) (KBArticleInput, error) {
	out := in
	slug, err := normalizeSlug(in.Slug)
	if err != nil && (!forUpdate || strings.TrimSpace(in.Slug) != "") {
		return KBArticleInput{}, err
	}
	out.Slug = slug

	title := strings.TrimSpace(strings.ReplaceAll(in.Title, "\x00", ""))
	if title == "" && !forUpdate {
		return KBArticleInput{}, ErrKBTitleRequired
	}
	if title != "" && utf8.RuneCountInString(title) > maxKBTitleLen {
		title = string([]rune(title)[:maxKBTitleLen])
	}
	out.Title = title

	body := strings.TrimSpace(strings.ReplaceAll(in.BodyMD, "\x00", ""))
	if body == "" && !forUpdate {
		return KBArticleInput{}, ErrKBBodyRequired
	}
	if body != "" && utf8.RuneCountInString(body) > maxKBBodyLen {
		body = string([]rune(body)[:maxKBBodyLen])
	}
	out.BodyMD = body

	out.CategorySlugs = normalizeStringList(in.CategorySlugs, maxCategoryLen, maxCatSlugCount)
	out.Keywords = normalizeStringList(in.Keywords, maxKeywordLen, maxKeywordsCount)
	out.IntentKeys = normalizeStringList(in.IntentKeys, maxKeywordLen, maxIntentCount)
	return out, nil
}

func normalizeTemplateInput(in ReplyTemplateInput, forUpdate bool) (ReplyTemplateInput, error) {
	out := in
	name := strings.TrimSpace(strings.ReplaceAll(in.Name, "\x00", ""))
	if name == "" && !forUpdate {
		return ReplyTemplateInput{}, ErrTemplateNameRequired
	}
	if name != "" && utf8.RuneCountInString(name) > maxTemplateName {
		name = string([]rune(name)[:maxTemplateName])
	}
	out.Name = name

	body := strings.TrimSpace(strings.ReplaceAll(in.Body, "\x00", ""))
	if body == "" && !forUpdate {
		return ReplyTemplateInput{}, ErrTemplateBodyRequired
	}
	if body != "" && utf8.RuneCountInString(body) > maxTemplateBody {
		body = string([]rune(body)[:maxTemplateBody])
	}
	out.Body = body
	out.CategorySlugs = normalizeStringList(in.CategorySlugs, maxCategoryLen, maxCatSlugCount)
	out.Keywords = normalizeStringList(in.Keywords, maxKeywordLen, maxKeywordsCount)
	out.IntentKeys = normalizeStringList(in.IntentKeys, maxKeywordLen, maxIntentCount)
	return out, nil
}

func scanKBArticle(row pgx.Row) (KBArticle, error) {
	var a KBArticle
	err := row.Scan(
		&a.ID, &a.Slug, &a.Title, &a.BodyMD, &a.CategorySlugs, &a.Keywords, &a.IntentKeys,
		&a.IsPublished, &a.PriorityWeight, &a.CreatedAt, &a.UpdatedAt,
	)
	if a.CategorySlugs == nil {
		a.CategorySlugs = []string{}
	}
	if a.Keywords == nil {
		a.Keywords = []string{}
	}
	if a.IntentKeys == nil {
		a.IntentKeys = []string{}
	}
	return a, err
}

func scanReplyTemplate(row pgx.Row) (ReplyTemplate, error) {
	var t ReplyTemplate
	err := row.Scan(
		&t.ID, &t.Name, &t.Body, &t.CategorySlugs, &t.Keywords, &t.IntentKeys,
		&t.IsActive, &t.PriorityWeight, &t.CreatedAt, &t.UpdatedAt,
	)
	if t.CategorySlugs == nil {
		t.CategorySlugs = []string{}
	}
	if t.Keywords == nil {
		t.Keywords = []string{}
	}
	if t.IntentKeys == nil {
		t.IntentKeys = []string{}
	}
	return t, err
}

const kbArticleCols = `id, slug, title, body_md, category_slugs, keywords, intent_keys, is_published, priority_weight, created_at, updated_at`

// kbArticleListCols omits body_md blobs on index pages (detail loads full body via GetKBArticle).
const kbArticleListCols = `id, slug, title, ''::text AS body_md, category_slugs, keywords, intent_keys, is_published, priority_weight, created_at, updated_at`
const replyTemplateCols = `id, name, body, category_slugs, keywords, intent_keys, is_active, priority_weight, created_at, updated_at`
const replyTemplateListCols = `id, name, ''::text AS body, category_slugs, keywords, intent_keys, is_active, priority_weight, created_at, updated_at`

const (
	kbAdminListMaxLimit    = 100
	kbAdminListDefault     = 50
	matchCorpusMaxArticles = 500
)

// KBArticleListOpts filters the admin article index (bodies omitted).
type KBArticleListOpts struct {
	PublishedOnly bool
	Category      string
	Query         string
	Limit         int
	Offset        int
}

// ListKBArticles returns platform KB articles (admin index — no body_md payload).
func (s *Service) ListKBArticles(ctx context.Context, publishedOnly bool, limit, offset int) ([]KBArticle, int64, error) {
	return s.ListKBArticlesOpts(ctx, KBArticleListOpts{
		PublishedOnly: publishedOnly,
		Limit:         limit,
		Offset:        offset,
	})
}

// ListKBArticlesOpts returns a filtered admin article index (no body_md payload).
func (s *Service) ListKBArticlesOpts(ctx context.Context, opts KBArticleListOpts) ([]KBArticle, int64, error) {
	limit := opts.Limit
	if limit <= 0 || limit > kbAdminListMaxLimit {
		limit = kbAdminListDefault
	}
	offset := opts.Offset
	if offset < 0 {
		offset = 0
	}

	where := make([]string, 0, 4)
	args := make([]any, 0, 6)
	where = append(where, "TRUE")
	if opts.PublishedOnly {
		where = append(where, "is_published = true")
	}
	cat := strings.ToLower(strings.TrimSpace(opts.Category))
	if cat != "" {
		args = append(args, cat)
		where = append(where, "category_slugs @> ARRAY[$"+strconv.Itoa(len(args))+"]::text[]")
	}
	q := strings.TrimSpace(opts.Query)
	if q != "" {
		if utf8.RuneCountInString(q) > 120 {
			q = string([]rune(q)[:120])
		}
		args = append(args, "%"+strings.ToLower(q)+"%")
		n := strconv.Itoa(len(args))
		where = append(where, "(lower(title) LIKE $"+n+" OR lower(slug) LIKE $"+n+" OR EXISTS (SELECT 1 FROM unnest(keywords) k WHERE lower(k) LIKE $"+n+"))")
	}
	whereSQL := strings.Join(where, " AND ")

	var total int64
	if err := s.Pool.QueryRow(ctx, `SELECT count(*) FROM support_kb_articles WHERE `+whereSQL, args...).Scan(&total); err != nil {
		return nil, 0, err
	}
	limitArg := len(args) + 1
	offsetArg := len(args) + 2
	args = append(args, limit, offset)
	rows, err := s.Pool.Query(ctx, `
		SELECT `+kbArticleListCols+`
		FROM support_kb_articles
		WHERE `+whereSQL+`
		ORDER BY priority_weight DESC, updated_at DESC
		LIMIT $`+strconv.Itoa(limitArg)+` OFFSET $`+strconv.Itoa(offsetArg), args...)
	if err != nil {
		return nil, 0, err
	}
	defer rows.Close()
	out := make([]KBArticle, 0, limit)
	for rows.Next() {
		a, err := scanKBArticle(rows)
		if err != nil {
			return nil, 0, err
		}
		out = append(out, a)
	}
	return out, total, rows.Err()
}

// GetKBArticle loads one article by id.
func (s *Service) GetKBArticle(ctx context.Context, id uuid.UUID) (KBArticle, error) {
	a, err := scanKBArticle(s.Pool.QueryRow(ctx, `
		SELECT `+kbArticleCols+` FROM support_kb_articles WHERE id = $1`, id))
	if errors.Is(err, pgx.ErrNoRows) {
		return KBArticle{}, ErrKBNotFound
	}
	return a, err
}

// CreateKBArticle inserts a new knowledge article.
func (s *Service) CreateKBArticle(ctx context.Context, in KBArticleInput) (KBArticle, error) {
	norm, err := normalizeKBArticleInput(in, false)
	if err != nil {
		return KBArticle{}, err
	}
	published := false
	if in.IsPublished != nil {
		published = *in.IsPublished
	}
	weight := 0
	if in.PriorityWeight != nil {
		weight = *in.PriorityWeight
	}
	a, err := scanKBArticle(s.Pool.QueryRow(ctx, `
		INSERT INTO support_kb_articles (
			slug, title, body_md, category_slugs, keywords, intent_keys, is_published, priority_weight
		) VALUES ($1,$2,$3,$4,$5,$6,$7,$8)
		RETURNING `+kbArticleCols, norm.Slug, norm.Title, norm.BodyMD, norm.CategorySlugs, norm.Keywords, norm.IntentKeys, published, weight))
	if err != nil {
		if isUniqueViolation(err) {
			return KBArticle{}, ErrKBSlugTaken
		}
		return KBArticle{}, err
	}
	invalidateKBCache()
	return a, nil
}

// UpdateKBArticle patches an existing article.
func (s *Service) UpdateKBArticle(ctx context.Context, id uuid.UUID, in KBArticleInput) (KBArticle, error) {
	cur, err := s.GetKBArticle(ctx, id)
	if err != nil {
		return KBArticle{}, err
	}
	norm, err := normalizeKBArticleInput(in, true)
	if err != nil {
		return KBArticle{}, err
	}
	if norm.Slug != "" {
		cur.Slug = norm.Slug
	}
	if norm.Title != "" {
		cur.Title = norm.Title
	}
	if norm.BodyMD != "" {
		cur.BodyMD = norm.BodyMD
	}
	if in.CategorySlugs != nil {
		cur.CategorySlugs = norm.CategorySlugs
	}
	if in.Keywords != nil {
		cur.Keywords = norm.Keywords
	}
	if in.IntentKeys != nil {
		cur.IntentKeys = norm.IntentKeys
	}
	if in.IsPublished != nil {
		cur.IsPublished = *in.IsPublished
	}
	if in.PriorityWeight != nil {
		cur.PriorityWeight = *in.PriorityWeight
	}
	a, err := scanKBArticle(s.Pool.QueryRow(ctx, `
		UPDATE support_kb_articles SET
			slug = $2, title = $3, body_md = $4, category_slugs = $5, keywords = $6,
			intent_keys = $7, is_published = $8, priority_weight = $9, updated_at = now()
		WHERE id = $1
		RETURNING `+kbArticleCols,
		id, cur.Slug, cur.Title, cur.BodyMD, cur.CategorySlugs, cur.Keywords, cur.IntentKeys, cur.IsPublished, cur.PriorityWeight))
	if err != nil {
		if isUniqueViolation(err) {
			return KBArticle{}, ErrKBSlugTaken
		}
		return KBArticle{}, err
	}
	invalidateKBCache()
	return a, nil
}

// DeleteKBArticle removes an article.
func (s *Service) DeleteKBArticle(ctx context.Context, id uuid.UUID) error {
	tag, err := s.Pool.Exec(ctx, `DELETE FROM support_kb_articles WHERE id = $1`, id)
	if err != nil {
		return err
	}
	if tag.RowsAffected() == 0 {
		return ErrKBNotFound
	}
	invalidateKBCache()
	return nil
}

// ListReplyTemplates returns platform reply templates (admin index — no body payload).
func (s *Service) ListReplyTemplates(ctx context.Context, activeOnly bool, limit, offset int) ([]ReplyTemplate, int64, error) {
	if limit <= 0 || limit > kbAdminListMaxLimit {
		limit = kbAdminListDefault
	}
	if offset < 0 {
		offset = 0
	}
	where := `TRUE`
	if activeOnly {
		where = `is_active = true`
	}
	var total int64
	if err := s.Pool.QueryRow(ctx, `SELECT count(*) FROM support_reply_templates WHERE `+where).Scan(&total); err != nil {
		return nil, 0, err
	}
	rows, err := s.Pool.Query(ctx, `
		SELECT `+replyTemplateListCols+`
		FROM support_reply_templates
		WHERE `+where+`
		ORDER BY priority_weight DESC, updated_at DESC
		LIMIT $1 OFFSET $2`, limit, offset)
	if err != nil {
		return nil, 0, err
	}
	defer rows.Close()
	out := make([]ReplyTemplate, 0, limit)
	for rows.Next() {
		t, err := scanReplyTemplate(rows)
		if err != nil {
			return nil, 0, err
		}
		out = append(out, t)
	}
	return out, total, rows.Err()
}

// GetReplyTemplate loads one template by id.
func (s *Service) GetReplyTemplate(ctx context.Context, id uuid.UUID) (ReplyTemplate, error) {
	t, err := scanReplyTemplate(s.Pool.QueryRow(ctx, `
		SELECT `+replyTemplateCols+` FROM support_reply_templates WHERE id = $1`, id))
	if errors.Is(err, pgx.ErrNoRows) {
		return ReplyTemplate{}, ErrTemplateNotFound
	}
	return t, err
}

// CreateReplyTemplate inserts a canned reply template.
func (s *Service) CreateReplyTemplate(ctx context.Context, in ReplyTemplateInput) (ReplyTemplate, error) {
	norm, err := normalizeTemplateInput(in, false)
	if err != nil {
		return ReplyTemplate{}, err
	}
	active := true
	if in.IsActive != nil {
		active = *in.IsActive
	}
	weight := 0
	if in.PriorityWeight != nil {
		weight = *in.PriorityWeight
	}
	t, err := scanReplyTemplate(s.Pool.QueryRow(ctx, `
		INSERT INTO support_reply_templates (
			name, body, category_slugs, keywords, intent_keys, is_active, priority_weight
		) VALUES ($1,$2,$3,$4,$5,$6,$7)
		RETURNING `+replyTemplateCols, norm.Name, norm.Body, norm.CategorySlugs, norm.Keywords, norm.IntentKeys, active, weight))
	if err != nil {
		return ReplyTemplate{}, err
	}
	invalidateKBCache()
	return t, nil
}

// UpdateReplyTemplate patches a template.
func (s *Service) UpdateReplyTemplate(ctx context.Context, id uuid.UUID, in ReplyTemplateInput) (ReplyTemplate, error) {
	cur, err := s.GetReplyTemplate(ctx, id)
	if err != nil {
		return ReplyTemplate{}, err
	}
	norm, err := normalizeTemplateInput(in, true)
	if err != nil {
		return ReplyTemplate{}, err
	}
	if norm.Name != "" {
		cur.Name = norm.Name
	}
	if norm.Body != "" {
		cur.Body = norm.Body
	}
	if in.CategorySlugs != nil {
		cur.CategorySlugs = norm.CategorySlugs
	}
	if in.Keywords != nil {
		cur.Keywords = norm.Keywords
	}
	if in.IntentKeys != nil {
		cur.IntentKeys = norm.IntentKeys
	}
	if in.IsActive != nil {
		cur.IsActive = *in.IsActive
	}
	if in.PriorityWeight != nil {
		cur.PriorityWeight = *in.PriorityWeight
	}
	t, err := scanReplyTemplate(s.Pool.QueryRow(ctx, `
		UPDATE support_reply_templates SET
			name = $2, body = $3, category_slugs = $4, keywords = $5, intent_keys = $6,
			is_active = $7, priority_weight = $8, updated_at = now()
		WHERE id = $1
		RETURNING `+replyTemplateCols,
		id, cur.Name, cur.Body, cur.CategorySlugs, cur.Keywords, cur.IntentKeys, cur.IsActive, cur.PriorityWeight))
	if err != nil {
		return ReplyTemplate{}, err
	}
	invalidateKBCache()
	return t, nil
}

// DeleteReplyTemplate removes a template.
func (s *Service) DeleteReplyTemplate(ctx context.Context, id uuid.UUID) error {
	tag, err := s.Pool.Exec(ctx, `DELETE FROM support_reply_templates WHERE id = $1`, id)
	if err != nil {
		return err
	}
	if tag.RowsAffected() == 0 {
		return ErrTemplateNotFound
	}
	invalidateKBCache()
	return nil
}

func (s *Service) loadMatchCorpus(ctx context.Context) ([]KBArticle, []ReplyTemplate, error) {
	sharedKBCache.mu.RLock()
	if !sharedKBCache.loadedAt.IsZero() && time.Since(sharedKBCache.loadedAt) < kbCacheTTL {
		arts := sharedKBCache.articles
		tmps := sharedKBCache.templates
		sharedKBCache.mu.RUnlock()
		return arts, tmps, nil
	}
	sharedKBCache.mu.RUnlock()

	// Dedicated full-body load (admin List* omits bodies and caps at 100).
	arts, err := s.loadPublishedKBArticlesForMatch(ctx)
	if err != nil {
		return nil, nil, err
	}
	tmps, err := s.loadActiveReplyTemplatesForMatch(ctx)
	if err != nil {
		return nil, nil, err
	}
	sharedKBCache.mu.Lock()
	sharedKBCache.articles = arts
	sharedKBCache.templates = tmps
	sharedKBCache.loadedAt = time.Now()
	sharedKBCache.mu.Unlock()
	return arts, tmps, nil
}

func (s *Service) loadPublishedKBArticlesForMatch(ctx context.Context) ([]KBArticle, error) {
	rows, err := s.Pool.Query(ctx, `
		SELECT `+kbArticleCols+`
		FROM support_kb_articles
		WHERE is_published = true
		ORDER BY priority_weight DESC, updated_at DESC
		LIMIT $1`, matchCorpusMaxArticles)
	if err != nil {
		return nil, err
	}
	defer rows.Close()
	out := make([]KBArticle, 0)
	for rows.Next() {
		a, err := scanKBArticle(rows)
		if err != nil {
			return nil, err
		}
		out = append(out, a)
	}
	return out, rows.Err()
}

func (s *Service) loadActiveReplyTemplatesForMatch(ctx context.Context) ([]ReplyTemplate, error) {
	rows, err := s.Pool.Query(ctx, `
		SELECT `+replyTemplateCols+`
		FROM support_reply_templates
		WHERE is_active = true
		ORDER BY priority_weight DESC, updated_at DESC
		LIMIT $1`, matchCorpusMaxArticles)
	if err != nil {
		return nil, err
	}
	defer rows.Close()
	out := make([]ReplyTemplate, 0)
	for rows.Next() {
		t, err := scanReplyTemplate(rows)
		if err != nil {
			return nil, err
		}
		out = append(out, t)
	}
	return out, rows.Err()
}

func isUniqueViolation(err error) bool {
	var pgErr *pgconn.PgError
	if errors.As(err, &pgErr) {
		return pgErr.Code == "23505"
	}
	return false
}