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 \
+See ENROLLING MORE PEOPLE below for the form.
-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.
+=== 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 \
+- Ground answers in everything above, INCLUDING the "ADDITIONAL KNOWLEDGE" section when \
-  so honestly rather than guessing — and suggest "Submit to Support".
+  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 \
+  facility data, or scores that are NOT given above. You do not have access to the \
-  them to where to find it in the portal instead.
+  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
+    """Return the base system prompt with all ACTIVE admin knowledge entries
-    (phase38), so staff can curate the chatbot's knowledge without code changes.
+    (phase38) spliced in, so staff can curate the chatbot's knowledge without
-    Best-effort — a KB failure never breaks the chat."""
+    code changes. Best-effort — a KB failure never breaks the chat."""
-    prompt = _SYSTEM_PROMPT
     try:
         entries = (SupportKnowledge.query
                    .filter_by(active=True)
                    .order_by(SupportKnowledge.sort_order.asc(), SupportKnowledge.id.asc())
                    .all())
-        if entries:
+        if not entries:
-            parts = ["\n\n=== ADDITIONAL KNOWLEDGE (curated by the JQC team; "
+            logger.info('SUPPORT | KB | no active entries — base prompt only')
-                     "treat as authoritative and prefer it over general guesses) ==="]
+            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)
-            prompt += ''.join(parts)
+            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

app/templates/support/admin_knowledge.html

@@ -11,6 +11,10 @@
     <a href="{{ url_for('support.admin_tickets') }}" class="btn btn-outline-secondary btn-sm">
       <i class="bi bi-life-preserver me-1"></i>Support Tickets
     </a>
+    <a href="{{ url_for('support.admin_knowledge_preview') }}" class="btn btn-outline-primary btn-sm"
+       title="See the exact prompt the chatbot receives, with your entries in it">
+      <i class="bi bi-eye me-1"></i>What the AI Sees
+    </a>
     <a href="{{ url_for('support.admin_knowledge_new') }}" class="btn btn-primary btn-sm">
       <i class="bi bi-plus-circle me-1"></i>Add Entry
     </a>

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 %}
+<div class="d-flex flex-wrap justify-content-between align-items-center mb-3 gap-2">
+  <h2 class="mb-0"><i class="bi bi-eye"></i> What the AI Sees</h2>
+  <a href="{{ url_for('support.admin_knowledge') }}" class="btn btn-outline-secondary">
+    <i class="bi bi-arrow-left"></i> Back to Knowledge Base
+  </a>
+</div>
+
+<div class="row g-3 mb-3">
+  <div class="col-6 col-md-3">
+    <div class="card shadow-sm h-100">
+      <div class="card-body text-center py-3">
+        <div class="fs-4 fw-bold">{{ active_count }}</div>
+        <div class="text-muted small">Active entries</div>
+      </div>
+    </div>
+  </div>
+  <div class="col-6 col-md-3">
+    <div class="card shadow-sm h-100">
+      <div class="card-body text-center py-3">
+        <div class="fs-4 fw-bold">{{ total_count - active_count }}</div>
+        <div class="text-muted small">Inactive (not sent)</div>
+      </div>
+    </div>
+  </div>
+  <div class="col-6 col-md-3">
+    <div class="card shadow-sm h-100">
+      <div class="card-body text-center py-3">
+        <div class="fs-4 fw-bold">{{ prompt | length }}</div>
+        <div class="text-muted small">Prompt characters</div>
+      </div>
+    </div>
+  </div>
+  <div class="col-6 col-md-3">
+    <div class="card shadow-sm h-100">
+      <div class="card-body text-center py-3">
+        {% if kb_included %}
+        <div class="fs-4 fw-bold text-success"><i class="bi bi-check-circle"></i></div>
+        <div class="text-muted small">Knowledge included</div>
+        {% else %}
+        <div class="fs-4 fw-bold text-danger"><i class="bi bi-x-circle"></i></div>
+        <div class="text-muted small">Knowledge NOT included</div>
+        {% endif %}
+      </div>
+    </div>
+  </div>
+</div>
+
+{% if not kb_included and total_count %}
+<div class="alert alert-warning">
+  <i class="bi bi-exclamation-triangle me-1"></i>
+  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 <strong>Active</strong>.
+</div>
+{% endif %}
+
+<div class="alert alert-info">
+  <i class="bi bi-info-circle me-1"></i>
+  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.
+</div>
+
+<div class="card shadow-sm">
+  <div class="card-header bg-light fw-semibold">Assembled system prompt</div>
+  <div class="card-body p-0">
+    <pre class="mb-0 p-3" style="white-space:pre-wrap; font-size:.8rem; max-height:70vh;
+                                 overflow-y:auto; background:#f8fafc;">{{ prompt }}</pre>
+  </div>
+</div>
+{% endblock %}