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

package support

import (
	"context"
	"encoding/json"
	"time"

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

// Activity kinds for support_ticket_activity.
const (
	ActivityCreated          = "created"
	ActivityCustomerMessage  = "customer_message"
	ActivityAgentMessage     = "agent_message"
	ActivitySystemMessage    = "system_message"
	ActivityAutoReply        = "auto_reply"
	ActivityAIDraft          = "ai_draft"
	ActivityAISent           = "ai_sent"
	ActivityAIFailed         = "ai_failed"
	ActivityHandedOff        = "handed_off"
	ActivityClaimed          = "claimed"
	ActivityReleased         = "released"
	ActivityStatusChanged    = "status_changed"
	ActivityAutoDisabled     = "auto_disabled"
	ActivityAutoEnabled      = "auto_enabled"
	ActivityNote             = "note"
)

func insertActivity(
	ctx context.Context,
	tx pgx.Tx,
	ticketID, companyID uuid.UUID,
	kind, actorRole string,
	actorUserID, messageID *uuid.UUID,
	meta json.RawMessage,
) error {
	if len(meta) == 0 {
		meta = json.RawMessage(`{}`)
	}
	_, err := tx.Exec(ctx, `
		INSERT INTO support_ticket_activity (
			ticket_id, company_id, kind, actor_role, actor_user_id, message_id, metadata
		) VALUES ($1,$2,$3,$4,$5,$6,$7)`,
		ticketID, companyID, kind, actorRole, actorUserID, messageID, meta,
	)
	return err
}

func (s *Service) listActivity(ctx context.Context, ticketID uuid.UUID) ([]ActivityEvent, error) {
	rows, err := s.Pool.Query(ctx, `
		SELECT id, ticket_id, company_id, kind, actor_role, actor_user_id, message_id,
			COALESCE(metadata, '{}'::jsonb), created_at
		FROM support_ticket_activity
		WHERE ticket_id = $1
		ORDER BY created_at ASC`, ticketID)
	if err != nil {
		if IsMissingRelation(err) {
			return nil, nil
		}
		return nil, err
	}
	defer rows.Close()
	out := make([]ActivityEvent, 0)
	for rows.Next() {
		var e ActivityEvent
		var meta []byte
		if err := rows.Scan(
			&e.ID, &e.TicketID, &e.CompanyID, &e.Kind, &e.ActorRole,
			&e.ActorUserID, &e.MessageID, &meta, &e.CreatedAt,
		); err != nil {
			return nil, err
		}
		e.Metadata = json.RawMessage(meta)
		out = append(out, e)
	}
	return out, rows.Err()
}

// RecordAutoReplyOutcome updates ticket auto-reply fields and appends a timeline event.
// Used by FAQ match (agent 3) and AI fallback (agent 4). Safe no-op if detail migration missing.
func (s *Service) RecordAutoReplyOutcome(
	ctx context.Context,
	ticketID uuid.UUID,
	status string,
	disabled bool,
	messageID *uuid.UUID,
	meta json.RawMessage,
	activityKind string,
) error {
	switch status {
	case AutoReplyNone, AutoReplyMatched, AutoReplyAIDraft, AutoReplyAISent,
		AutoReplySkipped, AutoReplyFailed, AutoReplyHandedOff:
	default:
		return ErrInvalidStatus
	}
	if activityKind == "" {
		activityKind = ActivityAutoReply
	}
	if len(meta) == 0 {
		meta = json.RawMessage(`{}`)
	}

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

	var companyID uuid.UUID
	err = tx.QueryRow(ctx, `
		SELECT company_id FROM support_tickets WHERE id = $1 FOR UPDATE`, ticketID,
	).Scan(&companyID)
	if err != nil {
		return err
	}

	now := time.Now().UTC()
	_, err = tx.Exec(ctx, `
		UPDATE support_tickets SET
			auto_reply_status = $2,
			auto_reply_disabled = $3,
			auto_reply_attempted_at = $4,
			auto_reply_message_id = COALESCE($5, auto_reply_message_id),
			auto_reply_meta = COALESCE($6::jsonb, auto_reply_meta),
			updated_at = $4
		WHERE id = $1`,
		ticketID, status, disabled, now, messageID, meta,
	)
	if err != nil {
		if IsMissingRelation(err) {
			return nil
		}
		return err
	}

	actorRole := "system"
	if activityKind == ActivityAIDraft || activityKind == ActivityAISent || activityKind == ActivityAIFailed {
		actorRole = "ai"
	}
	if err := insertActivity(ctx, tx, ticketID, companyID, activityKind, actorRole, nil, messageID, meta); err != nil {
		if IsMissingRelation(err) {
			if err := tx.Commit(ctx); err != nil {
				return err
			}
			return nil
		}
		return err
	}
	return tx.Commit(ctx)
}

// captureCustomerContext builds a denormalized snapshot at ticket create (no secrets).
func (s *Service) captureCustomerContext(ctx context.Context, companyID, userID uuid.UUID, relatedProductID *uuid.UUID, relatedSKU string) json.RawMessage {
	snap := map[string]any{
		"captured_at": time.Now().UTC().Format(time.RFC3339),
		"company_id":  companyID.String(),
		"user_id":     userID.String(),
	}
	if s == nil || s.Pool == nil {
		b, _ := json.Marshal(snap)
		return b
	}

	var companyName, userEmail, userName, planSlug *string
	_ = s.Pool.QueryRow(ctx, `SELECT name FROM companies WHERE id = $1`, companyID).Scan(&companyName)
	_ = s.Pool.QueryRow(ctx, `
		SELECT email, NULLIF(trim(COALESCE(name, '')), '') FROM users WHERE id = $1`, userID,
	).Scan(&userEmail, &userName)
	_ = s.Pool.QueryRow(ctx, `
		SELECT p.name FROM company_plans cp
		JOIN plans p ON p.id = cp.plan_id
		WHERE cp.company_id = $1 AND cp.is_active = true
		ORDER BY cp.created_at DESC LIMIT 1`, companyID,
	).Scan(&planSlug)

	if companyName != nil {
		snap["company_name"] = *companyName
	}
	if userEmail != nil {
		snap["user_email"] = *userEmail
	}
	if userName != nil {
		snap["user_name"] = *userName
	}
	if planSlug != nil {
		snap["plan_slug"] = *planSlug
	}

	related := map[string]any{}
	if relatedProductID != nil {
		related["id"] = relatedProductID.String()
		var title, sku *string
		_ = s.Pool.QueryRow(ctx, `
			SELECT NULLIF(trim(COALESCE(processed_name, name, '')), ''),
			       NULLIF(trim(COALESCE(product_id, '')), '')
			FROM processed_products
			WHERE id = $1 AND company_id = $2`, *relatedProductID, companyID,
		).Scan(&title, &sku)
		if title != nil {
			related["title"] = *title
		}
		if sku != nil {
			related["sku"] = *sku
		}
	}
	if relatedSKU != "" {
		related["sku"] = relatedSKU
	}
	if len(related) > 0 {
		snap["related_product"] = related
	}

	var openCount int64
	var lastCat *string
	_ = s.Pool.QueryRow(ctx, `
		SELECT count(*) FROM support_tickets
		WHERE company_id = $1 AND created_by_user_id = $2 AND status IN ('open','pending')`,
		companyID, userID,
	).Scan(&openCount)
	_ = s.Pool.QueryRow(ctx, `
		SELECT category FROM support_tickets
		WHERE company_id = $1 AND created_by_user_id = $2
		ORDER BY created_at DESC LIMIT 1`, companyID, userID,
	).Scan(&lastCat)
	signals := map[string]any{"open_ticket_count": openCount}
	if lastCat != nil {
		signals["last_ticket_category"] = *lastCat
	}
	snap["signals"] = signals

	b, err := json.Marshal(snap)
	if err != nil || len(b) > 4096 {
		// Drop signals if over budget.
		delete(snap, "signals")
		b, _ = json.Marshal(snap)
	}
	return b
}

// ensureRelatedProductInCompany validates optional product FK stays tenant-scoped.
func (s *Service) ensureRelatedProductInCompany(ctx context.Context, companyID uuid.UUID, productID *uuid.UUID) error {
	if productID == nil {
		return nil
	}
	if s == nil || s.Pool == nil {
		return ErrInvalidRelatedProduct
	}
	var ok bool
	err := s.Pool.QueryRow(ctx, `
		SELECT EXISTS(
			SELECT 1 FROM processed_products WHERE id = $1 AND company_id = $2
		)`, *productID, companyID,
	).Scan(&ok)
	if err != nil {
		if IsMissingRelation(err) {
			return ErrInvalidRelatedProduct
		}
		return err
	}
	if !ok {
		return ErrInvalidRelatedProduct
	}
	return nil
}