602 lines
24 KiB
Python
602 lines
24 KiB
Python
import os
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import logging
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from flask import (Blueprint, render_template, redirect, url_for,
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flash, request, current_app, jsonify, abort)
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from flask_login import login_required, current_user
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from app import db
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from app.models.support import (SupportTicket, SupportTicketReply,
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SupportChatSession, SupportChatMessage,
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SupportKnowledge)
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from app.models.user import User
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from app.models.facility import Facility
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from app.utils.decorators import supervisor_required
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from app.utils.scope import get_customer_scope
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from app.utils.audit import log_action, ACTION_CREATE, ACTION_UPDATE, ACTION_DELETE
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from app.utils.time_utils import now_eastern
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from app.utils.notifications import notify
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bp = Blueprint('support', __name__, url_prefix='/support')
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logger = logging.getLogger(__name__)
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# ── Outbound PII redaction ────────────────────────────────────────────────────
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# Groq is a THIRD PARTY. Customers routinely paste contact details (their own,
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# or a coworker's) into a support question, and none of that needs to leave the
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# app to get a helpful, generic answer. This scrubs a best-effort set of PII
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# patterns from the copy of the text sent to Groq ONLY — the original is still
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# stored verbatim in support_chat_messages, so the customer's own conversation
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# history reads normally in the app and staff see what was actually said.
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#
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# Best-effort by design: over-redacting a support question costs nothing, while
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# under-redacting leaks a real address. Order matters — the 13–19 digit card
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# pattern runs before the phone pattern so a card number is not partly consumed
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# as a phone number first.
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import re as _re
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_PII_PATTERNS = [
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(_re.compile(r'[\w.+-]+@[\w-]+\.[\w.-]+'), '[redacted-email]'),
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(_re.compile(r'\b\d{3}-\d{2}-\d{4}\b'), '[redacted-ssn]'),
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(_re.compile(r'\b(?:\d[ -]?){13,19}\b'), '[redacted-number]'),
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(_re.compile(r'\b(?:\+?1[ .-]?)?\(?\d{3}\)?[ .-]?\d{3}[ .-]?\d{4}\b'), '[redacted-phone]'),
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]
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def _redact_pii(text):
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"""Best-effort scrub of email/phone/SSN/card-like sequences from outbound text."""
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if not text:
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return text
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redacted = text
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for pattern, placeholder in _PII_PATTERNS:
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redacted = pattern.sub(placeholder, redacted)
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return redacted
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# ── Groq system prompt ────────────────────────────────────────────────────────
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_SYSTEM_PROMPT = """\
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You are JQC Support, a friendly assistant for customers of JQC (Janitorial Quality Control), \
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a commercial cleaning quality management platform.
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Help customers with:
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- Navigating the portal: Dashboard, Inspections, Issues, Reports pages
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- Inspection scores: 90%+ = Excellent, 70-89% = Satisfactory, below 70% = Needs Improvement
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- SLA timelines: Critical issues = 4 h, High = 24 h, Medium = 72 h, Low = 168 h
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- Issue statuses: Open → In Progress → Pending Verification → Resolved
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- Following issues to receive email/in-app update notifications
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- Reporting new cleaning concerns via the Issues > Log Issue page
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- Understanding facility scorecards and trend charts in Reports
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Rules:
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- Keep answers concise (3-5 sentences max) and friendly.
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- Never invent specific staff names, contract prices, schedules, or contact numbers.
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- If the customer has an access problem, billing question, or a concern you genuinely \
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cannot resolve through guidance, say so clearly and suggest they click \
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"Submit to Support" to reach the admin team directly.\
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"""
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_KB_MAX_CHARS = 6000
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# Preset FAQ questions shown as quick-reply chips on first load
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FAQS = [
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{'icon': 'bi-clipboard-check', 'text': 'How do I view my inspection reports?'},
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{'icon': 'bi-graph-up', 'text': 'What do inspection scores mean?'},
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{'icon': 'bi-exclamation-circle', 'text': 'How do I track an open issue?'},
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{'icon': 'bi-megaphone', 'text': 'How do I report a cleaning concern?'},
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{'icon': 'bi-alarm', 'text': 'What is SLA and how does it work?'},
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{'icon': 'bi-bell', 'text': 'How do I get notified on issue updates?'},
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]
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def _system_prompt_with_kb():
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"""Return the Groq system prompt, appending active knowledge base entries."""
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try:
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entries = SupportKnowledge.query.filter_by(active=True).order_by(SupportKnowledge.id).all()
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except Exception:
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return _SYSTEM_PROMPT
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if not entries:
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return _SYSTEM_PROMPT
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kb_text = '\n\n'.join(f'[{e.title}]\n{e.body}' for e in entries)
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if len(kb_text) > _KB_MAX_CHARS:
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kb_text = kb_text[:_KB_MAX_CHARS] + '\n…(truncated)'
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return _SYSTEM_PROMPT + '\n\n# Additional Context\n' + kb_text
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# ── Customer chat page ────────────────────────────────────────────────────────
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@bp.route('/chat')
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@login_required
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def chat():
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if current_user.role != 'customer':
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return redirect(url_for('support.admin_tickets'))
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cids = get_customer_scope(current_user) or []
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facilities = (Facility.query
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.filter(Facility.id.in_(cids), Facility.active == True)
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.order_by(Facility.name).all()) if cids else []
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groq_ready = bool(os.environ.get('GROQ_API_KEY'))
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session_id = request.args.get('session_id', type=int)
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chat_session = None
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db_history = []
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if session_id:
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chat_session = db.session.get(SupportChatSession, session_id)
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# Security: only show this customer's own sessions
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if chat_session and chat_session.customer_id != current_user.id:
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chat_session = None
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if chat_session:
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db_history = list(chat_session.messages)
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return render_template('support/chat.html',
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faqs=FAQS,
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facilities=facilities,
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groq_ready=groq_ready,
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chat_session=chat_session,
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db_history=db_history)
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# ── Groq chat AJAX endpoint ───────────────────────────────────────────────────
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@bp.route('/chat/message', methods=['POST'])
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@login_required
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def chat_message():
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if current_user.role != 'customer':
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return jsonify({'error': 'Forbidden'}), 403
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api_key = os.environ.get('GROQ_API_KEY')
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if not api_key:
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return jsonify({'reply': (
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"I'm sorry, the AI assistant isn't configured right now. "
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"Please use the **Submit to Support** form to reach our team directly."
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)})
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data = request.get_json(silent=True) or {}
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user_message = data.get('message', '').strip()
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client_sid = data.get('session_id')
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if not user_message:
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return jsonify({'error': 'Empty message'}), 400
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# ── Resolve or create a chat session ──────────────────────────────────
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chat_session = None
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if client_sid:
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try:
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chat_session = db.session.get(SupportChatSession, int(client_sid))
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except (TypeError, ValueError):
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chat_session = None
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# Security: disallow cross-customer session access
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if chat_session and chat_session.customer_id != current_user.id:
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chat_session = None
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if chat_session is None:
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chat_session = SupportChatSession(
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customer_id = current_user.id,
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title = user_message[:100],
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created_at = now_eastern(),
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last_msg_at = now_eastern(),
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)
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db.session.add(chat_session)
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db.session.flush() # get autoincrement ID before referencing in messages
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# ── Load prior turns from DB for Groq context ─────────────────────────
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prior = (SupportChatMessage.query
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.filter_by(session_id=chat_session.id)
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.order_by(SupportChatMessage.created_at.desc())
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.limit(40).all())
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prior = list(reversed(prior)) # oldest → newest
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try:
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from groq import Groq
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client = Groq(api_key=api_key)
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messages = [{'role': 'system', 'content': _system_prompt_with_kb()}]
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# Redact before the text leaves the app for Groq. The unredacted
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# originals are persisted below, so nothing is lost in-app.
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for m in prior[-20:]:
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messages.append({'role': m.role, 'content': _redact_pii(m.content)})
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messages.append({'role': 'user', 'content': _redact_pii(user_message)})
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model = os.environ.get('GROQ_MODEL', 'llama-3.3-70b-versatile')
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completion = client.chat.completions.create(
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model=model,
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messages=messages,
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max_tokens=512,
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temperature=0.5,
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)
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reply = completion.choices[0].message.content.strip()
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# Persist both turns and update session timestamp
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now = now_eastern()
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db.session.add(SupportChatMessage(
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session_id=chat_session.id, role='user', content=user_message, created_at=now))
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db.session.add(SupportChatMessage(
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session_id=chat_session.id, role='assistant', content=reply, created_at=now))
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chat_session.last_msg_at = now
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db.session.commit()
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return jsonify({'reply': reply, 'session_id': chat_session.id})
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except Exception as exc:
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logger.error('SUPPORT | Groq error: %s', exc)
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db.session.rollback()
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return jsonify({'reply': (
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"I ran into a problem reaching the AI assistant. "
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"Please try again, or use **Submit to Support** to contact our team."
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)})
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# ── Customer: my chat conversations ──────────────────────────────────────────
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@bp.route('/my-conversations')
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@login_required
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def my_conversations():
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if current_user.role != 'customer':
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abort(403)
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sessions = (SupportChatSession.query
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.filter_by(customer_id=current_user.id)
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.order_by(SupportChatSession.last_msg_at.desc())
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.all())
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return render_template('support/my_conversations.html', sessions=sessions)
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@bp.route('/my-conversations/<int:session_id>')
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@login_required
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def my_conversation_detail(session_id):
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if current_user.role != 'customer':
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abort(403)
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chat_session = db.session.get(SupportChatSession, session_id)
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if chat_session is None or chat_session.customer_id != current_user.id:
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abort(404)
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return render_template('support/conversation_detail.html',
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chat_session=chat_session,
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messages=list(chat_session.messages),
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is_admin=False)
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# ── Submit support ticket ─────────────────────────────────────────────────────
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@bp.route('/tickets', methods=['POST'])
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@login_required
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def submit_ticket():
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if current_user.role != 'customer':
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abort(403)
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subject = request.form.get('subject', '').strip()
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body = request.form.get('body', '').strip()
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facility_id = request.form.get('facility_id', type=int)
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if not subject or not body:
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flash('Please fill in both subject and description.', 'warning')
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return redirect(url_for('support.chat'))
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# Validate facility belongs to this customer
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cids = get_customer_scope(current_user) or []
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if facility_id and facility_id not in cids:
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facility_id = None
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ticket = SupportTicket(
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customer_id = current_user.id,
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facility_id = facility_id,
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subject = subject,
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body = body,
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status = 'open',
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created_at = now_eastern(),
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)
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db.session.add(ticket)
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db.session.commit()
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log_action(ACTION_CREATE, 'SupportTicket', ticket.id,
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f'#{ticket.id}: {subject[:60]}',
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f'customer={current_user.username}')
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_notify_admins_new_ticket(ticket)
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flash('Your message has been submitted. Our team will get back to you soon.', 'success')
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return redirect(url_for('support.my_tickets'))
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# ── Customer: my tickets list ─────────────────────────────────────────────────
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@bp.route('/my-tickets')
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@login_required
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def my_tickets():
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if current_user.role != 'customer':
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abort(403)
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tickets = (SupportTicket.query
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.filter_by(customer_id=current_user.id)
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.order_by(SupportTicket.created_at.desc())
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.all())
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return render_template('support/my_tickets.html', tickets=tickets)
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# ── Customer: ticket detail ───────────────────────────────────────────────────
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@bp.route('/my-tickets/<int:ticket_id>', methods=['GET', 'POST'])
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@login_required
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def my_ticket_detail(ticket_id):
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if current_user.role != 'customer':
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abort(403)
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ticket = db.session.get(SupportTicket, ticket_id)
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if ticket is None or ticket.customer_id != current_user.id:
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abort(404)
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if request.method == 'POST':
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if ticket.status == 'closed':
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flash('This ticket is closed and cannot receive new replies.', 'warning')
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return redirect(url_for('support.my_ticket_detail', ticket_id=ticket_id))
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body = request.form.get('body', '').strip()
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if not body:
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flash('Reply cannot be empty.', 'warning')
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return redirect(url_for('support.my_ticket_detail', ticket_id=ticket_id))
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reply = SupportTicketReply(
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ticket_id = ticket.id,
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user_id = current_user.id,
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body = body,
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created_at = now_eastern(),
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)
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db.session.add(reply)
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# Reopen if it was answered so admin sees there's a follow-up
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if ticket.status == 'answered':
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ticket.status = 'open'
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db.session.commit()
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log_action(ACTION_CREATE, 'SupportTicketReply', reply.id,
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f'ticket #{ticket.id}',
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f'customer reply by {current_user.username}')
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_notify_admins_customer_reply(ticket, reply)
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flash('Your reply has been sent.', 'success')
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return redirect(url_for('support.my_ticket_detail', ticket_id=ticket_id))
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replies = ticket.replies.order_by(SupportTicketReply.created_at.asc()).all()
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return render_template('support/my_ticket_detail.html',
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ticket=ticket, replies=replies)
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def _notify_admins_new_ticket(ticket):
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"""Create in-app notifications and send emails to all active admin users."""
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admins = User.query.filter_by(role='admin', active=True).all()
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if not admins:
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return
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customer_label = ticket.customer.display_name if ticket.customer else 'Unknown'
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facility_label = ticket.facility.name if ticket.facility else 'N/A'
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link = url_for('support.admin_ticket_detail', ticket_id=ticket.id)
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title = f'New support ticket #{ticket.id} from {customer_label}'
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body = (f'Subject: {ticket.subject}\n'
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f'Facility: {facility_label}\n\n'
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f'{ticket.body[:300]}{"…" if len(ticket.body) > 300 else ""}')
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for admin in admins:
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notify(recipient=admin, title=title, body=body, link=link, send_email=True)
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db.session.commit()
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# ── Admin: ticket list ────────────────────────────────────────────────────────
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@bp.route('/admin/tickets')
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@login_required
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@supervisor_required
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def admin_tickets():
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status_filter = request.args.get('status', '')
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page = request.args.get('page', 1, type=int)
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q = SupportTicket.query.order_by(SupportTicket.created_at.desc())
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if status_filter:
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q = q.filter(SupportTicket.status == status_filter)
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tickets = q.paginate(page=page, per_page=25, error_out=False)
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return render_template('support/admin_tickets.html',
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tickets=tickets,
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status_filter=status_filter)
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# ── Admin: ticket detail + reply ──────────────────────────────────────────────
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@bp.route('/admin/tickets/<int:ticket_id>', methods=['GET', 'POST'])
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@login_required
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@supervisor_required
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def admin_ticket_detail(ticket_id):
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ticket = db.session.get(SupportTicket, ticket_id)
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if ticket is None:
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abort(404)
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if request.method == 'POST':
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action = request.form.get('action')
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if action == 'reply':
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body = request.form.get('body', '').strip()
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if not body:
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flash('Reply cannot be empty.', 'warning')
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return redirect(url_for('support.admin_ticket_detail', ticket_id=ticket_id))
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reply = SupportTicketReply(
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ticket_id = ticket.id,
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user_id = current_user.id,
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body = body,
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created_at = now_eastern(),
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)
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db.session.add(reply)
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# Auto-advance status to answered if still open
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if ticket.status == 'open':
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ticket.status = 'answered'
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db.session.commit()
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log_action(ACTION_UPDATE, 'SupportTicket', ticket.id,
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f'#{ticket.id}: {ticket.subject[:60]}',
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f'reply added by {current_user.username}')
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_notify_customer_reply(ticket, reply)
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flash('Reply sent.', 'success')
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elif action == 'status':
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new_status = request.form.get('status', '')
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if new_status in ('open', 'answered', 'closed'):
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ticket.status = new_status
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db.session.commit()
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log_action(ACTION_UPDATE, 'SupportTicket', ticket.id,
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f'#{ticket.id}: {ticket.subject[:60]}',
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f'status={new_status}')
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flash(f'Ticket marked as {new_status}.', 'success')
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return redirect(url_for('support.admin_ticket_detail', ticket_id=ticket_id))
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replies = ticket.replies.order_by(SupportTicketReply.created_at.asc()).all()
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return render_template('support/admin_ticket_detail.html',
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ticket=ticket,
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replies=replies)
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def _notify_customer_reply(ticket, reply):
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"""Create an in-app notification and send an email to the customer."""
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if not ticket.customer:
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return
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admin_name = reply.author.display_name if reply.author else 'Support Team'
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title = f'Reply to your support request #{ticket.id}'
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body = (f'{admin_name} replied to your ticket "{ticket.subject}":\n\n'
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f'{reply.body[:400]}{"…" if len(reply.body) > 400 else ""}')
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link = url_for('support.my_ticket_detail', ticket_id=ticket.id)
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notify(recipient=ticket.customer, title=title, body=body, link=link, send_email=True)
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db.session.commit()
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def _notify_admins_customer_reply(ticket, reply):
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"""Notify admins when a customer adds a follow-up reply to their ticket."""
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admins = User.query.filter_by(role='admin', active=True).all()
|
||
if not admins:
|
||
return
|
||
|
||
customer_label = ticket.customer.display_name if ticket.customer else 'Unknown'
|
||
link = url_for('support.admin_ticket_detail', ticket_id=ticket.id)
|
||
title = f'Customer reply on ticket #{ticket.id} from {customer_label}'
|
||
body = (f'Re: {ticket.subject}\n\n'
|
||
f'{reply.body[:400]}{"…" if len(reply.body) > 400 else ""}')
|
||
|
||
for admin in admins:
|
||
notify(recipient=admin, title=title, body=body, link=link, send_email=True)
|
||
db.session.commit()
|
||
|
||
|
||
# ── Admin: AI conversations list ──────────────────────────────────────────────
|
||
|
||
@bp.route('/admin/conversations')
|
||
@login_required
|
||
@supervisor_required
|
||
def admin_conversations():
|
||
page = request.args.get('page', 1, type=int)
|
||
sessions = (SupportChatSession.query
|
||
.order_by(SupportChatSession.last_msg_at.desc())
|
||
.paginate(page=page, per_page=25, error_out=False))
|
||
return render_template('support/admin_conversations.html', sessions=sessions)
|
||
|
||
|
||
@bp.route('/admin/conversations/<int:session_id>')
|
||
@login_required
|
||
@supervisor_required
|
||
def admin_conversation_detail(session_id):
|
||
chat_session = db.session.get(SupportChatSession, session_id)
|
||
if chat_session is None:
|
||
abort(404)
|
||
return render_template('support/conversation_detail.html',
|
||
chat_session=chat_session,
|
||
messages=list(chat_session.messages),
|
||
is_admin=True)
|
||
|
||
|
||
# ── Admin: knowledge base ─────────────────────────────────────────────────────
|
||
|
||
@bp.route('/admin/knowledge')
|
||
@login_required
|
||
@supervisor_required
|
||
def admin_knowledge():
|
||
entries = SupportKnowledge.query.order_by(SupportKnowledge.created_at.desc()).all()
|
||
return render_template('support/admin_knowledge.html', entries=entries)
|
||
|
||
|
||
@bp.route('/admin/knowledge/add', methods=['POST'])
|
||
@login_required
|
||
@supervisor_required
|
||
def admin_knowledge_add():
|
||
title = request.form.get('title', '').strip()
|
||
body = request.form.get('body', '').strip()
|
||
if not title or not body:
|
||
flash('Title and body are both required.', 'warning')
|
||
return redirect(url_for('support.admin_knowledge'))
|
||
|
||
entry = SupportKnowledge(
|
||
title = title,
|
||
body = body,
|
||
active = True,
|
||
created_by = current_user.id,
|
||
created_at = now_eastern(),
|
||
updated_at = now_eastern(),
|
||
)
|
||
db.session.add(entry)
|
||
db.session.commit()
|
||
log_action(ACTION_CREATE, 'SupportKnowledge', entry.id, title[:60], '')
|
||
flash('Knowledge entry added.', 'success')
|
||
return redirect(url_for('support.admin_knowledge'))
|
||
|
||
|
||
@bp.route('/admin/knowledge/<int:entry_id>/edit', methods=['GET', 'POST'])
|
||
@login_required
|
||
@supervisor_required
|
||
def admin_knowledge_edit(entry_id):
|
||
entry = db.session.get(SupportKnowledge, entry_id)
|
||
if entry is None:
|
||
abort(404)
|
||
|
||
if request.method == 'POST':
|
||
title = request.form.get('title', '').strip()
|
||
body = request.form.get('body', '').strip()
|
||
if not title or not body:
|
||
flash('Title and body are both required.', 'warning')
|
||
return redirect(url_for('support.admin_knowledge_edit', entry_id=entry_id))
|
||
entry.title = title
|
||
entry.body = body
|
||
entry.updated_at = now_eastern()
|
||
db.session.commit()
|
||
log_action(ACTION_UPDATE, 'SupportKnowledge', entry.id, title[:60], 'edited')
|
||
flash('Knowledge entry updated.', 'success')
|
||
return redirect(url_for('support.admin_knowledge'))
|
||
|
||
return render_template('support/admin_knowledge_edit.html', entry=entry)
|
||
|
||
|
||
@bp.route('/admin/knowledge/<int:entry_id>/toggle', methods=['POST'])
|
||
@login_required
|
||
@supervisor_required
|
||
def admin_knowledge_toggle(entry_id):
|
||
entry = db.session.get(SupportKnowledge, entry_id)
|
||
if entry is None:
|
||
abort(404)
|
||
entry.active = not entry.active
|
||
entry.updated_at = now_eastern()
|
||
db.session.commit()
|
||
log_action(ACTION_UPDATE, 'SupportKnowledge', entry.id, entry.title[:60],
|
||
f'active={entry.active}')
|
||
flash(f'Entry {"activated" if entry.active else "deactivated"}.', 'success')
|
||
return redirect(url_for('support.admin_knowledge'))
|
||
|
||
|
||
@bp.route('/admin/knowledge/<int:entry_id>/delete', methods=['POST'])
|
||
@login_required
|
||
@supervisor_required
|
||
def admin_knowledge_delete(entry_id):
|
||
entry = db.session.get(SupportKnowledge, entry_id)
|
||
if entry is None:
|
||
abort(404)
|
||
label = entry.title[:60]
|
||
db.session.delete(entry)
|
||
db.session.commit()
|
||
log_action(ACTION_DELETE, 'SupportKnowledge', entry_id, label, '')
|
||
flash('Knowledge entry deleted.', 'success')
|
||
return redirect(url_for('support.admin_knowledge'))
|