659 lines
21 KiB
Rust
659 lines
21 KiB
Rust
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//! Queue Management API for Attendant System
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//!
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//! Handles conversation queues, attendant assignment, and real-time updates.
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//! Reads attendant data from attendant.csv in bot's .gbai folder.
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use crate::shared::models::UserSession;
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use crate::shared::state::AppState;
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use axum::{
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extract::{Path, Query, State},
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http::StatusCode,
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response::IntoResponse,
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Json,
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};
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use chrono::Utc;
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use diesel::prelude::*;
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use log::{error, info, warn};
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use serde::{Deserialize, Serialize};
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use std::collections::HashMap;
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use std::path::PathBuf;
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use std::sync::Arc;
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use uuid::Uuid;
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#[derive(Debug, Clone, Serialize, Deserialize)]
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pub struct QueueItem {
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pub session_id: Uuid,
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pub user_id: Uuid,
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pub bot_id: Uuid,
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pub channel: String,
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pub user_name: String,
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pub user_email: Option<String>,
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pub last_message: String,
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pub last_message_time: String,
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pub waiting_time_seconds: i64,
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pub priority: i32,
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pub status: QueueStatus,
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pub assigned_to: Option<Uuid>,
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pub assigned_to_name: Option<String>,
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}
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#[derive(Debug, Clone, Serialize, Deserialize)]
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#[serde(rename_all = "snake_case")]
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pub enum QueueStatus {
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Waiting,
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Assigned,
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Active,
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Resolved,
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Abandoned,
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}
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#[derive(Debug, Clone, Serialize, Deserialize)]
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pub struct AttendantStats {
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pub attendant_id: String,
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pub attendant_name: String,
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pub channel: String,
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pub preferences: String,
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pub active_conversations: i32,
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pub total_handled_today: i32,
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pub avg_response_time_seconds: i32,
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pub status: AttendantStatus,
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}
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#[derive(Debug, Clone, Serialize, Deserialize)]
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pub struct AttendantCSV {
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pub id: String,
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pub name: String,
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pub channel: String,
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pub preferences: String,
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}
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#[derive(Debug, Clone, Serialize, Deserialize)]
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#[serde(rename_all = "snake_case")]
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pub enum AttendantStatus {
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Online,
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Busy,
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Away,
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Offline,
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}
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#[derive(Debug, Clone, Serialize, Deserialize)]
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pub struct AssignRequest {
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pub session_id: Uuid,
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pub attendant_id: Uuid,
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}
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#[derive(Debug, Clone, Serialize, Deserialize)]
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pub struct TransferRequest {
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pub session_id: Uuid,
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pub from_attendant_id: Uuid,
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pub to_attendant_id: Uuid,
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pub reason: Option<String>,
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}
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#[derive(Debug, Clone, Serialize, Deserialize)]
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pub struct QueueFilters {
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pub channel: Option<String>,
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pub status: Option<String>,
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pub assigned_to: Option<Uuid>,
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}
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/// Check if bot has transfer enabled in config.csv
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async fn is_transfer_enabled(bot_id: Uuid, work_path: &str) -> bool {
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let config_path = PathBuf::from(work_path)
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.join(format!("{}.gbai", bot_id))
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.join("config.csv");
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if !config_path.exists() {
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warn!("Config file not found: {:?}", config_path);
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return false;
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}
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match std::fs::read_to_string(&config_path) {
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Ok(content) => {
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for line in content.lines() {
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if line.to_lowercase().contains("transfer") && line.to_lowercase().contains("true")
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{
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return true;
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}
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}
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false
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}
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Err(e) => {
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error!("Failed to read config file: {}", e);
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false
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}
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}
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}
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/// Read attendants from attendant.csv
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async fn read_attendants_csv(bot_id: Uuid, work_path: &str) -> Vec<AttendantCSV> {
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let attendant_path = PathBuf::from(work_path)
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.join(format!("{}.gbai", bot_id))
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.join("attendant.csv");
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if !attendant_path.exists() {
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warn!("Attendant file not found: {:?}", attendant_path);
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return Vec::new();
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}
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match std::fs::read_to_string(&attendant_path) {
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Ok(content) => {
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let mut attendants = Vec::new();
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let mut lines = content.lines();
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// Skip header
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lines.next();
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for line in lines {
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let parts: Vec<&str> = line.split(',').map(|s| s.trim()).collect();
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if parts.len() >= 4 {
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attendants.push(AttendantCSV {
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id: parts[0].to_string(),
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name: parts[1].to_string(),
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channel: parts[2].to_string(),
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preferences: parts[3].to_string(),
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});
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}
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}
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attendants
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}
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Err(e) => {
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error!("Failed to read attendant file: {}", e);
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Vec::new()
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}
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}
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}
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/// GET /api/queue/list
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/// Get all conversations in queue (only if bot has transfer=true)
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pub async fn list_queue(
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State(state): State<Arc<AppState>>,
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Query(filters): Query<QueueFilters>,
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) -> impl IntoResponse {
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info!("Listing queue items with filters: {:?}", filters);
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let result = tokio::task::spawn_blocking({
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let conn = state.conn.clone();
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move || {
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let mut db_conn = conn
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.get()
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.map_err(|e| format!("Failed to get database connection: {}", e))?;
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use crate::shared::models::schema::user_sessions;
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use crate::shared::models::schema::users;
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// Build query - get recent sessions with user info
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let sessions_data: Vec<UserSession> = user_sessions::table
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.order(user_sessions::created_at.desc())
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.limit(50)
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.load(&mut db_conn)
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.map_err(|e| format!("Failed to load sessions: {}", e))?;
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let mut queue_items = Vec::new();
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for session_data in sessions_data {
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// Get user info separately
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let user_info: Option<(String, String)> = users::table
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.filter(users::id.eq(session_data.user_id))
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.select((users::username, users::email))
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.first(&mut db_conn)
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.optional()
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.map_err(|e| format!("Failed to load user: {}", e))?;
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let (uname, uemail) = user_info.unwrap_or_else(|| {
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(
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format!("user_{}", session_data.user_id),
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format!("{}@unknown.local", session_data.user_id),
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)
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});
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let channel = session_data
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.context_data
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.get("channel")
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.and_then(|c| c.as_str())
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.unwrap_or("web")
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.to_string();
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let waiting_time = (Utc::now() - session_data.updated_at).num_seconds();
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queue_items.push(QueueItem {
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session_id: session_data.id,
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user_id: session_data.user_id,
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bot_id: session_data.bot_id,
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channel,
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user_name: uname,
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user_email: Some(uemail),
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last_message: session_data.title.clone(),
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last_message_time: session_data.updated_at.to_rfc3339(),
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waiting_time_seconds: waiting_time,
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priority: if waiting_time > 300 { 2 } else { 1 },
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status: QueueStatus::Waiting,
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assigned_to: None,
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assigned_to_name: None,
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});
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}
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Ok::<Vec<QueueItem>, String>(queue_items)
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}
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})
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.await;
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match result {
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Ok(Ok(queue_items)) => {
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info!("Found {} queue items", queue_items.len());
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(StatusCode::OK, Json(queue_items))
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}
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Ok(Err(e)) => {
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error!("Queue list error: {}", e);
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(
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StatusCode::INTERNAL_SERVER_ERROR,
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Json(vec![] as Vec<QueueItem>),
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)
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}
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Err(e) => {
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error!("Task error: {}", e);
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(
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StatusCode::INTERNAL_SERVER_ERROR,
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Json(vec![] as Vec<QueueItem>),
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)
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}
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}
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}
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/// GET /api/queue/attendants?bot_id={bot_id}
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/// Get all attendants from attendant.csv for a bot
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pub async fn list_attendants(
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State(state): State<Arc<AppState>>,
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Query(params): Query<HashMap<String, String>>,
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) -> impl IntoResponse {
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info!("Listing attendants");
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let bot_id_str = params.get("bot_id").cloned().unwrap_or_default();
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let bot_id = match Uuid::parse_str(&bot_id_str) {
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Ok(id) => id,
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Err(_) => {
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// Get default bot
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let conn = state.conn.clone();
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let result = tokio::task::spawn_blocking(move || {
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let mut db_conn = conn.get().ok()?;
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use crate::shared::models::schema::bots;
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bots::table
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.filter(bots::is_active.eq(true))
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.select(bots::id)
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.first::<Uuid>(&mut db_conn)
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.ok()
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})
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.await;
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match result {
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Ok(Some(id)) => id,
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_ => {
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error!("No valid bot_id provided and no default bot found");
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return (StatusCode::BAD_REQUEST, Json(vec![] as Vec<AttendantStats>));
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}
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}
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}
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};
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// Check if transfer is enabled
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let work_path = "./work";
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if !is_transfer_enabled(bot_id, work_path).await {
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warn!("Transfer not enabled for bot {}", bot_id);
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return (StatusCode::OK, Json(vec![] as Vec<AttendantStats>));
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}
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// Read attendants from CSV
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let attendant_csvs = read_attendants_csv(bot_id, work_path).await;
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let attendants: Vec<AttendantStats> = attendant_csvs
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.into_iter()
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.map(|att| AttendantStats {
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attendant_id: att.id,
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attendant_name: att.name,
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channel: att.channel,
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preferences: att.preferences,
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active_conversations: 0,
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total_handled_today: 0,
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avg_response_time_seconds: 0,
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status: AttendantStatus::Online,
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})
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.collect();
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info!("Found {} attendants from CSV", attendants.len());
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(StatusCode::OK, Json(attendants))
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}
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/// POST /api/queue/assign
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/// Assign conversation to attendant (stores in session context_data)
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pub async fn assign_conversation(
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State(state): State<Arc<AppState>>,
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Json(request): Json<AssignRequest>,
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) -> impl IntoResponse {
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info!(
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"Assigning session {} to attendant {}",
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request.session_id, request.attendant_id
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);
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// Store assignment in session context_data
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let result = tokio::task::spawn_blocking({
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let conn = state.conn.clone();
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let session_id = request.session_id;
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let attendant_id = request.attendant_id;
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move || {
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let mut db_conn = conn
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.get()
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.map_err(|e| format!("Failed to get database connection: {}", e))?;
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|
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use crate::shared::models::schema::user_sessions;
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|
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// Get current session
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let session: UserSession = user_sessions::table
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.filter(user_sessions::id.eq(session_id))
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.first(&mut db_conn)
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.map_err(|e| format!("Session not found: {}", e))?;
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// Update context_data with assignment
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let mut ctx = session.context_data.clone();
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ctx["assigned_to"] = serde_json::json!(attendant_id.to_string());
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ctx["assigned_at"] = serde_json::json!(Utc::now().to_rfc3339());
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ctx["status"] = serde_json::json!("assigned");
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diesel::update(user_sessions::table.filter(user_sessions::id.eq(session_id)))
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.set(user_sessions::context_data.eq(&ctx))
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.execute(&mut db_conn)
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.map_err(|e| format!("Failed to update session: {}", e))?;
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Ok::<(), String>(())
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}
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})
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.await;
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|
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match result {
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Ok(Ok(())) => (
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StatusCode::OK,
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Json(serde_json::json!({
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"success": true,
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"session_id": request.session_id,
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"attendant_id": request.attendant_id,
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"assigned_at": Utc::now().to_rfc3339()
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})),
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),
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Ok(Err(e)) => {
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error!("Assignment error: {}", e);
|
||
|
|
(
|
||
|
|
StatusCode::INTERNAL_SERVER_ERROR,
|
||
|
|
Json(serde_json::json!({
|
||
|
|
"success": false,
|
||
|
|
"error": e
|
||
|
|
})),
|
||
|
|
)
|
||
|
|
}
|
||
|
|
Err(e) => {
|
||
|
|
error!("Assignment error: {:?}", e);
|
||
|
|
(
|
||
|
|
StatusCode::INTERNAL_SERVER_ERROR,
|
||
|
|
Json(serde_json::json!({
|
||
|
|
"success": false,
|
||
|
|
"error": format!("{:?}", e)
|
||
|
|
})),
|
||
|
|
)
|
||
|
|
}
|
||
|
|
}
|
||
|
|
}
|
||
|
|
|
||
|
|
/// POST /api/queue/transfer
|
||
|
|
/// Transfer conversation between attendants
|
||
|
|
pub async fn transfer_conversation(
|
||
|
|
State(state): State<Arc<AppState>>,
|
||
|
|
Json(request): Json<TransferRequest>,
|
||
|
|
) -> impl IntoResponse {
|
||
|
|
info!(
|
||
|
|
"Transferring session {} from {} to {}",
|
||
|
|
request.session_id, request.from_attendant_id, request.to_attendant_id
|
||
|
|
);
|
||
|
|
|
||
|
|
let result = tokio::task::spawn_blocking({
|
||
|
|
let conn = state.conn.clone();
|
||
|
|
let session_id = request.session_id;
|
||
|
|
let to_attendant = request.to_attendant_id;
|
||
|
|
let reason = request.reason.clone();
|
||
|
|
|
||
|
|
move || {
|
||
|
|
let mut db_conn = conn
|
||
|
|
.get()
|
||
|
|
.map_err(|e| format!("Failed to get database connection: {}", e))?;
|
||
|
|
|
||
|
|
use crate::shared::models::schema::user_sessions;
|
||
|
|
|
||
|
|
// Get current session
|
||
|
|
let session: UserSession = user_sessions::table
|
||
|
|
.filter(user_sessions::id.eq(session_id))
|
||
|
|
.first(&mut db_conn)
|
||
|
|
.map_err(|e| format!("Session not found: {}", e))?;
|
||
|
|
|
||
|
|
// Update context_data with transfer info
|
||
|
|
let mut ctx = session.context_data.clone();
|
||
|
|
ctx["assigned_to"] = serde_json::json!(to_attendant.to_string());
|
||
|
|
ctx["transferred_at"] = serde_json::json!(Utc::now().to_rfc3339());
|
||
|
|
ctx["transfer_reason"] = serde_json::json!(reason.unwrap_or_default());
|
||
|
|
ctx["status"] = serde_json::json!("transferred");
|
||
|
|
|
||
|
|
diesel::update(user_sessions::table.filter(user_sessions::id.eq(session_id)))
|
||
|
|
.set((
|
||
|
|
user_sessions::context_data.eq(&ctx),
|
||
|
|
user_sessions::updated_at.eq(Utc::now()),
|
||
|
|
))
|
||
|
|
.execute(&mut db_conn)
|
||
|
|
.map_err(|e| format!("Failed to update session: {}", e))?;
|
||
|
|
|
||
|
|
Ok::<(), String>(())
|
||
|
|
}
|
||
|
|
})
|
||
|
|
.await;
|
||
|
|
|
||
|
|
match result {
|
||
|
|
Ok(Ok(())) => (
|
||
|
|
StatusCode::OK,
|
||
|
|
Json(serde_json::json!({
|
||
|
|
"success": true,
|
||
|
|
"session_id": request.session_id,
|
||
|
|
"from_attendant": request.from_attendant_id,
|
||
|
|
"to_attendant": request.to_attendant_id,
|
||
|
|
"transferred_at": Utc::now().to_rfc3339()
|
||
|
|
})),
|
||
|
|
),
|
||
|
|
Ok(Err(e)) => {
|
||
|
|
error!("Transfer error: {}", e);
|
||
|
|
(
|
||
|
|
StatusCode::INTERNAL_SERVER_ERROR,
|
||
|
|
Json(serde_json::json!({
|
||
|
|
"success": false,
|
||
|
|
"error": e
|
||
|
|
})),
|
||
|
|
)
|
||
|
|
}
|
||
|
|
Err(e) => {
|
||
|
|
error!("Transfer error: {:?}", e);
|
||
|
|
(
|
||
|
|
StatusCode::INTERNAL_SERVER_ERROR,
|
||
|
|
Json(serde_json::json!({
|
||
|
|
"success": false,
|
||
|
|
"error": format!("{:?}", e)
|
||
|
|
})),
|
||
|
|
)
|
||
|
|
}
|
||
|
|
}
|
||
|
|
}
|
||
|
|
|
||
|
|
/// POST /api/queue/resolve
|
||
|
|
/// Mark conversation as resolved
|
||
|
|
pub async fn resolve_conversation(
|
||
|
|
State(state): State<Arc<AppState>>,
|
||
|
|
Json(payload): Json<serde_json::Value>,
|
||
|
|
) -> impl IntoResponse {
|
||
|
|
let session_id = payload
|
||
|
|
.get("session_id")
|
||
|
|
.and_then(|v| v.as_str())
|
||
|
|
.and_then(|s| Uuid::parse_str(s).ok())
|
||
|
|
.unwrap_or_else(Uuid::nil);
|
||
|
|
|
||
|
|
info!("Resolving session {}", session_id);
|
||
|
|
|
||
|
|
let result = tokio::task::spawn_blocking({
|
||
|
|
let conn = state.conn.clone();
|
||
|
|
|
||
|
|
move || {
|
||
|
|
let mut db_conn = conn
|
||
|
|
.get()
|
||
|
|
.map_err(|e| format!("Failed to get database connection: {}", e))?;
|
||
|
|
|
||
|
|
use crate::shared::models::schema::user_sessions;
|
||
|
|
|
||
|
|
// Get current session
|
||
|
|
let session: UserSession = user_sessions::table
|
||
|
|
.filter(user_sessions::id.eq(session_id))
|
||
|
|
.first(&mut db_conn)
|
||
|
|
.map_err(|e| format!("Session not found: {}", e))?;
|
||
|
|
|
||
|
|
// Update context_data to mark as resolved
|
||
|
|
let mut ctx = session.context_data.clone();
|
||
|
|
ctx["status"] = serde_json::json!("resolved");
|
||
|
|
ctx["resolved_at"] = serde_json::json!(Utc::now().to_rfc3339());
|
||
|
|
ctx["resolved"] = serde_json::json!(true);
|
||
|
|
|
||
|
|
diesel::update(user_sessions::table.filter(user_sessions::id.eq(session_id)))
|
||
|
|
.set((
|
||
|
|
user_sessions::context_data.eq(&ctx),
|
||
|
|
user_sessions::updated_at.eq(Utc::now()),
|
||
|
|
))
|
||
|
|
.execute(&mut db_conn)
|
||
|
|
.map_err(|e| format!("Failed to update session: {}", e))?;
|
||
|
|
|
||
|
|
Ok::<(), String>(())
|
||
|
|
}
|
||
|
|
})
|
||
|
|
.await;
|
||
|
|
|
||
|
|
match result {
|
||
|
|
Ok(Ok(())) => (
|
||
|
|
StatusCode::OK,
|
||
|
|
Json(serde_json::json!({
|
||
|
|
"success": true,
|
||
|
|
"session_id": session_id,
|
||
|
|
"resolved_at": Utc::now().to_rfc3339()
|
||
|
|
})),
|
||
|
|
),
|
||
|
|
Ok(Err(e)) => {
|
||
|
|
error!("Resolve error: {}", e);
|
||
|
|
(
|
||
|
|
StatusCode::INTERNAL_SERVER_ERROR,
|
||
|
|
Json(serde_json::json!({
|
||
|
|
"success": false,
|
||
|
|
"error": e
|
||
|
|
})),
|
||
|
|
)
|
||
|
|
}
|
||
|
|
Err(e) => {
|
||
|
|
error!("Resolve error: {:?}", e);
|
||
|
|
(
|
||
|
|
StatusCode::INTERNAL_SERVER_ERROR,
|
||
|
|
Json(serde_json::json!({
|
||
|
|
"success": false,
|
||
|
|
"error": format!("{:?}", e)
|
||
|
|
})),
|
||
|
|
)
|
||
|
|
}
|
||
|
|
}
|
||
|
|
}
|
||
|
|
|
||
|
|
/// GET /api/queue/insights/{session_id}
|
||
|
|
/// Get bot insights for a conversation
|
||
|
|
pub async fn get_insights(
|
||
|
|
State(state): State<Arc<AppState>>,
|
||
|
|
Path(session_id): Path<Uuid>,
|
||
|
|
) -> impl IntoResponse {
|
||
|
|
info!("Getting insights for session {}", session_id);
|
||
|
|
|
||
|
|
let result = tokio::task::spawn_blocking({
|
||
|
|
let conn = state.conn.clone();
|
||
|
|
move || {
|
||
|
|
let mut db_conn = conn
|
||
|
|
.get()
|
||
|
|
.map_err(|e| format!("Failed to get database connection: {}", e))?;
|
||
|
|
|
||
|
|
use crate::shared::models::schema::message_history;
|
||
|
|
|
||
|
|
// Get recent messages
|
||
|
|
let messages: Vec<(String, i32)> = message_history::table
|
||
|
|
.filter(message_history::session_id.eq(session_id))
|
||
|
|
.select((message_history::content_encrypted, message_history::role))
|
||
|
|
.order(message_history::created_at.desc())
|
||
|
|
.limit(10)
|
||
|
|
.load(&mut db_conn)
|
||
|
|
.map_err(|e| format!("Failed to load messages: {}", e))?;
|
||
|
|
|
||
|
|
// Analyze sentiment and intent (simplified)
|
||
|
|
let user_messages: Vec<String> = messages
|
||
|
|
.iter()
|
||
|
|
.filter(|(_, r)| *r == 0) // User messages
|
||
|
|
.map(|(c, _)| c.clone())
|
||
|
|
.collect();
|
||
|
|
|
||
|
|
let sentiment = if user_messages.iter().any(|m| {
|
||
|
|
m.to_lowercase().contains("urgent")
|
||
|
|
|| m.to_lowercase().contains("problem")
|
||
|
|
|| m.to_lowercase().contains("issue")
|
||
|
|
}) {
|
||
|
|
"negative"
|
||
|
|
} else if user_messages
|
||
|
|
.iter()
|
||
|
|
.any(|m| m.to_lowercase().contains("thanks") || m.to_lowercase().contains("great"))
|
||
|
|
{
|
||
|
|
"positive"
|
||
|
|
} else {
|
||
|
|
"neutral"
|
||
|
|
};
|
||
|
|
|
||
|
|
let suggested_reply = if sentiment == "negative" {
|
||
|
|
"I understand this is frustrating. Let me help you resolve this immediately."
|
||
|
|
} else {
|
||
|
|
"How can I assist you further?"
|
||
|
|
};
|
||
|
|
|
||
|
|
Ok::<serde_json::Value, String>(serde_json::json!({
|
||
|
|
"session_id": session_id,
|
||
|
|
"sentiment": sentiment,
|
||
|
|
"message_count": messages.len(),
|
||
|
|
"suggested_reply": suggested_reply,
|
||
|
|
"key_topics": ["support", "technical"],
|
||
|
|
"priority": if sentiment == "negative" { "high" } else { "normal" },
|
||
|
|
"language": "en"
|
||
|
|
}))
|
||
|
|
}
|
||
|
|
})
|
||
|
|
.await;
|
||
|
|
|
||
|
|
match result {
|
||
|
|
Ok(Ok(insights)) => (StatusCode::OK, Json(insights)),
|
||
|
|
Ok(Err(e)) => {
|
||
|
|
error!("Insights error: {}", e);
|
||
|
|
(
|
||
|
|
StatusCode::INTERNAL_SERVER_ERROR,
|
||
|
|
Json(serde_json::json!({
|
||
|
|
"error": e
|
||
|
|
})),
|
||
|
|
)
|
||
|
|
}
|
||
|
|
Err(e) => {
|
||
|
|
error!("Task error: {}", e);
|
||
|
|
(
|
||
|
|
StatusCode::INTERNAL_SERVER_ERROR,
|
||
|
|
Json(serde_json::json!({
|
||
|
|
"error": format!("Task error: {}", e)
|
||
|
|
})),
|
||
|
|
)
|
||
|
|
}
|
||
|
|
}
|
||
|
|
}
|