diff --git a/app/routes/support.py b/app/routes/support.py
index 56b9ba2..edce8dd 100644
--- a/app/routes/support.py
+++ b/app/routes/support.py
@@ -101,9 +101,20 @@ to third parties. They download the app, complete the enrollment form, and they
ready to go.
Such a person is enrolled with an inspecting role of their own (rather than the \
read-only customer portal role), scoped to that customer's own contracts and facilities. \
-Enrollment is the JQC Enrollment Form, reachable from the About Us page ("Enroll More \
-People"), where you list each person, their role, and what they should be able to do. \
-Each person then receives an email invitation to set up their own username and password.
+See ENROLLING MORE PEOPLE below for the form.
+
+=== ENROLLING MORE PEOPLE (adding users) ===
+To add colleagues to JQC, use the JQC Enrollment Form:
+ https://jqc.ltservicesinc.com/enrollment
+It is also linked from the About Us page in the portal ("Enroll More People"). No login \
+is needed to fill it in, so it can be forwarded to anyone who needs to be set up.
+On the form you list each person (name, job title, email and the role they need), tick \
+what each of them should be able to do, and say who should get the mobile app. After \
+submitting, the requester receives a confirmation email with a reference number, and \
+each person listed then receives their own email invitation to choose a username and \
+password.
+When a customer asks how to add a user, get the app, or give someone inspecting access, \
+give them this URL. It is the correct link — do not alter it or invent another one.
=== GETTING HUMAN HELP ===
If the customer needs something this chat can't resolve — an access/login problem, a \
@@ -113,11 +124,16 @@ opens a request that the provider's admin team answers by email and in "My Reque
=== STYLE & RULES ===
- Be concise, warm, and practical. Prefer short paragraphs or numbered steps.
-- Ground answers in the features above. If you are not sure or the app may differ, say \
- so honestly rather than guessing — and suggest "Submit to Support".
+- Ground answers in everything above, INCLUDING the "ADDITIONAL KNOWLEDGE" section when \
+ one is present — that section is curated by the JQC team and is authoritative. If it \
+ answers the question, use it. If you are not sure or the app may differ, say so \
+ honestly rather than guessing — and suggest "Submit to Support".
+- When the knowledge above contains a link (URL), email address or exact wording, quote \
+ it EXACTLY as written. Repeating something given to you here is not inventing — do it \
+ freely. Never alter a URL, shorten it, or replace it with a description.
- NEVER invent specific staff names, contract prices, cleaning schedules, phone numbers, \
- facility data, or scores. You do not have access to the customer's live data — guide \
- them to where to find it in the portal instead.
+ facility data, or scores that are NOT given above. You do not have access to the \
+ customer's live data — guide them to where to find it in the portal instead.
- Do not claim to perform actions yourself; explain where in the portal the customer does it.\
"""
@@ -166,30 +182,55 @@ def _redact_pii(text):
return redacted
+#: The curated knowledge is spliced in immediately BEFORE this heading, not
+#: appended to the end of the prompt. The rules under it say "ground answers in
+#: everything above", so knowledge appended after them was, by the prompt's own
+#: instruction, out of scope — which is exactly why admin KB entries appeared to
+#: be ignored. Keep this marker in sync with the heading in _SYSTEM_PROMPT.
+_STYLE_MARKER = '=== STYLE & RULES ==='
+
+
def _system_prompt_with_kb():
- """Return the base system prompt plus all ACTIVE admin knowledge entries
- (phase38), so staff can curate the chatbot's knowledge without code changes.
- Best-effort — a KB failure never breaks the chat."""
- prompt = _SYSTEM_PROMPT
+ """Return the base system prompt with all ACTIVE admin knowledge entries
+ (phase38) spliced in, so staff can curate the chatbot's knowledge without
+ code changes. Best-effort — a KB failure never breaks the chat."""
try:
entries = (SupportKnowledge.query
.filter_by(active=True)
.order_by(SupportKnowledge.sort_order.asc(), SupportKnowledge.id.asc())
.all())
- if entries:
- parts = ["\n\n=== ADDITIONAL KNOWLEDGE (curated by the JQC team; "
- "treat as authoritative and prefer it over general guesses) ==="]
- total = 0
- for e in entries:
- block = f"\n\nTopic: {e.title}\n{e.content.strip()}"
- if total + len(block) > _KB_MAX_CHARS:
- break
- parts.append(block)
- total += len(block)
- prompt += ''.join(parts)
+ if not entries:
+ logger.info('SUPPORT | KB | no active entries — base prompt only')
+ return _SYSTEM_PROMPT
+
+ parts = ['=== ADDITIONAL KNOWLEDGE (curated by the JQC team; authoritative — '
+ 'prefer it over general guesses, and quote any link in it exactly) ===']
+ total = 0
+ used = 0
+ for e in entries:
+ block = f"\n\nTopic: {e.title}\n{e.content.strip()}"
+ if total + len(block) > _KB_MAX_CHARS:
+ logger.warning('SUPPORT | KB | %d of %d entries dropped — %d char cap '
+ 'reached', len(entries) - used, len(entries), _KB_MAX_CHARS)
+ break
+ parts.append(block)
+ total += len(block)
+ used += 1
+ kb_block = ''.join(parts)
+
+ idx = _SYSTEM_PROMPT.find(_STYLE_MARKER)
+ if idx == -1: # marker renamed — fall back to append
+ logger.warning('SUPPORT | KB | style marker not found; appending at end')
+ prompt = f'{_SYSTEM_PROMPT}\n\n{kb_block}'
+ else:
+ prompt = (f'{_SYSTEM_PROMPT[:idx]}{kb_block}\n\n{_SYSTEM_PROMPT[idx:]}')
+
+ logger.info('SUPPORT | KB | %d/%d entries injected (%d chars), prompt=%d chars',
+ used, len(entries), total, len(prompt))
+ return prompt
except Exception as exc:
logger.warning('SUPPORT | knowledge-base load failed: %s', exc)
- return prompt
+ return _SYSTEM_PROMPT
# ── Customer chat page ────────────────────────────────────────────────────────
@@ -571,6 +612,28 @@ def admin_knowledge():
entries=entries, groq_ready=groq_ready)
+@bp.route('/admin/knowledge/preview')
+@login_required
+@supervisor_required
+def admin_knowledge_preview():
+ """Show the exact system prompt the chatbot receives, knowledge included.
+
+ Added after admin entries appeared to be ignored: without this there is no
+ way to tell "my entry never reached the prompt" from "the model saw it and
+ chose not to use it". Read-only, builds nothing of its own — it calls the
+ same _system_prompt_with_kb() the chat endpoint calls.
+ """
+ prompt = _system_prompt_with_kb()
+ active_count = SupportKnowledge.query.filter_by(active=True).count()
+ total_count = SupportKnowledge.query.count()
+ return render_template('support/admin_knowledge_preview.html',
+ prompt=prompt,
+ active_count=active_count,
+ total_count=total_count,
+ kb_included='=== ADDITIONAL KNOWLEDGE' in prompt,
+ kb_cap=_KB_MAX_CHARS)
+
+
@bp.route('/admin/knowledge/new', methods=['GET', 'POST'])
@login_required
@supervisor_required
diff --git a/app/templates/support/admin_knowledge.html b/app/templates/support/admin_knowledge.html
index 1d62ea7..4abfba8 100644
--- a/app/templates/support/admin_knowledge.html
+++ b/app/templates/support/admin_knowledge.html
@@ -11,6 +11,10 @@
Support Tickets
+
+ What the AI Sees
+
Add Entry
diff --git a/app/templates/support/admin_knowledge_preview.html b/app/templates/support/admin_knowledge_preview.html
new file mode 100644
index 0000000..ba25599
--- /dev/null
+++ b/app/templates/support/admin_knowledge_preview.html
@@ -0,0 +1,79 @@
+{% extends "base.html" %}
+{% block title %}What the AI Sees{% endblock %}
+
+{# Read-only view of the assembled system prompt. Exists so an admin can tell
+ "my knowledge entry never reached the prompt" apart from "the model saw it
+ and chose not to use it" — the two have completely different fixes. #}
+
+{% block content %}
+
+
+ You have {{ total_count }} knowledge entr{{ 'y' if total_count == 1 else 'ies' }}, but
+ none reached the prompt. Check that at least one is marked Active.
+
+{% endif %}
+
+
+
+ This is the exact text sent to the AI ahead of every customer question. Entries are
+ capped at {{ kb_cap }} characters in total — past that, later entries are dropped
+ (lowest sort order is kept first). If something you wrote appears here but the AI still
+ will not say it, the wording of the entry is the thing to change, not the setup.
+