Aug 19 - Update: customer Inspector AI support chat

app/routes/support.py

@@ -12,7 +12,7 @@ from app.models.support import (SupportTicket, SupportTicketReply,
 from app.models.user import User
 from app.models.facility import Facility
 from app.utils.decorators import supervisor_required
-from app.utils.scope import get_customer_scope
+from app.utils.scope import get_customer_scope, get_inspector_scope
 from app.utils.audit import log_action, ACTION_CREATE, ACTION_UPDATE, ACTION_DELETE
 from app.utils.time_utils import now_eastern
 from app.utils.notifications import notify
@@ -150,6 +150,16 @@ FAQS = [
     {'icon': 'bi-phone',             'text': 'Can our own staff use the JQC app to conduct inspections?'},
 ]
 
+#: Extra chips shown to a Customer Inspector, whose questions are about doing
+#: the work rather than reading the results. Appended to FAQS, not replacing
+#: them — they still care about scores and issues.
+INSPECTOR_FAQS = [
+    {'icon': 'bi-clipboard-plus', 'text': 'How do I start an inspection on the iPad?'},
+    {'icon': 'bi-wifi-off',       'text': 'What happens if I lose signal during an inspection?'},
+    {'icon': 'bi-flag',           'text': 'How do I flag an issue while inspecting?'},
+    {'icon': 'bi-search',         'text': "Why can't I see a form for this facility?"},
+]
+
 
 # Soft cap on injected knowledge to keep prompt size (and token cost) reasonable.
 _KB_MAX_CHARS = 6000
@@ -172,6 +182,77 @@ _PII_PATTERNS = [
 ]
 
 
+def _is_customer_side(user):
+    """True for both customer-side roles — Director and Customer Inspector.
+
+    The AI assistant and the ticket flow are for the CUSTOMER organisation, and
+    a Customer Inspector is part of it: they work at the customer's facilities
+    and have the same questions about scores, issues and the app. This is one
+    of the few places where User.CUSTOMER_ROLES is the right test; every
+    capability/scoping decision below still branches per role (see
+    _support_facilities and _role_addendum), which is what keeps rule 89
+    intact — the two roles get the same DOOR, not the same answers.
+    """
+    return getattr(user, 'is_customer_account', False)
+
+
+def _support_facilities(user):
+    """The facilities this user may pick on a support ticket.
+
+    Directors are scoped by CustomerAssignment, Customer Inspectors by
+    InspectorAssignment — reusing the customer helper for both would silently
+    return nothing for an inspector (it returns None for any non-'customer'
+    role) and the facility dropdown would come up empty.
+    """
+    if getattr(user, 'is_inspector', False):
+        fids = get_inspector_scope(user) or []
+    else:
+        fids = get_customer_scope(user) or []
+    if not fids:
+        return []
+    return (Facility.query
+            .filter(Facility.id.in_(fids), Facility.active == True)
+            .order_by(Facility.name).all())
+
+
+#: Appended to the system prompt for a Customer Inspector. The base prompt is
+#: written for the read-mostly portal customer and explicitly tells the model
+#: NOT to describe staff actions; without this the assistant would deny a
+#: Customer Inspector the very things they are employed to do.
+_INSPECTOR_ADDENDUM = """\
+
+=== ABOUT THE PERSON YOU ARE TALKING TO: CUSTOMER INSPECTOR ===
+This user works FOR the customer but holds an inspecting role in JQC, limited to \
+the contracts they have been assigned. This section OVERRIDES the "only describe \
+what a customer can do" restriction above, for this user only.
+
+Everything above about the portal still applies to their assigned facilities. IN \
+ADDITION, they can:
+- Conduct inspections themselves — start one on the web (Inspections → New \
+  Inspection) or in the JQC iPad app, fill in the checklist form, add photos, and \
+  submit it.
+- Use the iPad app OFFLINE: inspections and photos are stored on the device and \
+  sync automatically when back online.
+- Flag an issue during an inspection, and log new issues at their facilities.
+- Assign an issue to an inspector working on the SAME contract (their own \
+  colleagues, or the provider's inspectors) — never to anyone outside it.
+- Update an issue's status, add comments, and set "Handled By" \
+  (Janitorial Staff / Facility Staff / External Vendor) from the iPad.
+- Work from Scheduled Inspections assigned to them: confirm receipt of the \
+  request, then Start it when they are on site.
+
+They CANNOT: verify or close out issues (the provider's admin/director does that), \
+manage users, create or edit inspection forms, change the notification matrix, or \
+see anything outside their assigned contracts. If they ask for one of those, say \
+who to ask instead — their own Customer Director, or the provider's team via \
+"Submit to Support".
+
+Note on forms: the inspection forms they can choose from are the shared standard \
+forms plus any built specifically for their contract. A form built for a different \
+customer will never appear.
+"""
+
+
 def _redact_pii(text):
     """Best-effort scrub of email/phone/SSN/card-like sequences from outbound text."""
     if not text:
@@ -190,6 +271,18 @@ def _redact_pii(text):
 _STYLE_MARKER = '=== STYLE & RULES ==='
 
 
+def _system_prompt_for(user):
+    """Base prompt plus the addendum for this user's role, then the KB.
+
+    Kept separate from _system_prompt_with_kb() so the curated knowledge base
+    still lands at the same marker regardless of role.
+    """
+    prompt = _system_prompt_with_kb()
+    if getattr(user, 'is_external_inspector', False):
+        prompt += _INSPECTOR_ADDENDUM
+    return prompt
+
+
 def _system_prompt_with_kb():
     """Return the base system prompt with all ACTIVE admin knowledge entries
     (phase38) spliced in, so staff can curate the chatbot's knowledge without
@@ -238,13 +331,10 @@ def _system_prompt_with_kb():
 @bp.route('/chat')
 @login_required
 def chat():
-    if current_user.role != 'customer':
+    if not _is_customer_side(current_user):
         return redirect(url_for('support.admin_tickets'))
 
-    cids = get_customer_scope(current_user) or []
-    facilities = (Facility.query
-                  .filter(Facility.id.in_(cids), Facility.active == True)
-                  .order_by(Facility.name).all()) if cids else []
+    facilities = _support_facilities(current_user)
 
     # Load the customer's most recent conversation so it continues on return.
     # A ?new=1 param (New conversation button) starts a fresh, empty window.
@@ -263,8 +353,9 @@ def chat():
         ]
 
     groq_ready = bool(os.environ.get('GROQ_API_KEY'))
+    faqs = (FAQS + INSPECTOR_FAQS) if current_user.is_external_inspector else FAQS
     return render_template('support/chat.html',
-                           faqs=FAQS,
+                           faqs=faqs,
                            facilities=facilities,
                            groq_ready=groq_ready,
                            chat_session_id=(session.id if session else None),
@@ -276,7 +367,7 @@ def chat():
 @bp.route('/chat/message', methods=['POST'])
 @login_required
 def chat_message():
-    if current_user.role != 'customer':
+    if not _is_customer_side(current_user):
         return jsonify({'error': 'Forbidden'}), 403
 
     data         = request.get_json(silent=True) or {}
@@ -297,7 +388,7 @@ def chat_message():
             from groq import Groq
             client = Groq(api_key=api_key)
 
-            messages = [{'role': 'system', 'content': _system_prompt_with_kb()}]
+            messages = [{'role': 'system', 'content': _system_prompt_for(current_user)}]
             # Append prior conversation (cap at last 20 turns to control token usage).
             # Redact PII-shaped text before it leaves the app for the Groq API —
             # the unredacted originals stay in support_chat_messages below.
@@ -347,7 +438,7 @@ def chat_message():
 @bp.route('/my-conversations')
 @login_required
 def my_conversations():
-    if current_user.role != 'customer':
+    if not _is_customer_side(current_user):
         abort(403)
     sessions = (SupportChatSession.query
                 .filter_by(customer_id=current_user.id)
@@ -359,7 +450,7 @@ def my_conversations():
 @bp.route('/my-conversations/<int:session_id>')
 @login_required
 def conversation_detail(session_id):
-    if current_user.role != 'customer':
+    if not _is_customer_side(current_user):
         abort(403)
     session = db.session.get(SupportChatSession, session_id)
     if session is None or session.customer_id != current_user.id:
@@ -374,7 +465,7 @@ def conversation_detail(session_id):
 @bp.route('/tickets', methods=['POST'])
 @login_required
 def submit_ticket():
-    if current_user.role != 'customer':
+    if not _is_customer_side(current_user):
         abort(403)
 
     subject     = request.form.get('subject', '').strip()
@@ -385,8 +476,9 @@ def submit_ticket():
         flash('Please fill in both subject and description.', 'warning')
         return redirect(url_for('support.chat'))
 
-    # Validate facility belongs to this customer
-    cids = get_customer_scope(current_user) or []
+    # Validate facility belongs to this user — by whichever assignment table
+    # their role is scoped through.
+    cids = [f.id for f in _support_facilities(current_user)]
     if facility_id and facility_id not in cids:
         facility_id = None
 
@@ -416,7 +508,7 @@ def submit_ticket():
 @bp.route('/my-tickets')
 @login_required
 def my_tickets():
-    if current_user.role != 'customer':
+    if not _is_customer_side(current_user):
         abort(403)
 
     tickets = (SupportTicket.query
@@ -431,7 +523,7 @@ def my_tickets():
 @bp.route('/my-tickets/<int:ticket_id>', methods=['GET', 'POST'])
 @login_required
 def my_ticket_detail(ticket_id):
-    if current_user.role != 'customer':
+    if not _is_customer_side(current_user):
         abort(403)
 
     ticket = db.session.get(SupportTicket, ticket_id)