Aug 12 - Fix AI support bugs

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