import unicodedata from fastapi import HTTPException from app.core.config import Settings from app.schemas.common import ResponseMode from app.schemas.freshchat import ( WorkflowHandleOptionRequest, WorkflowStartInteractiveRequest, WorkflowStartRequest, ) from app.schemas.responses import ListRow, ListSection from app.services.conversation_builder import ( build_list_response, build_text_response, controlled_error, render_response, ) from app.services.freshchat_client import ( build_quick_reply_message_payload, build_text_message_payload, send_conversation_message, ) from app.services.mbia_service import build_mbia_entry_response MAIN_MENU_OPTIONS = [ {"id": "emergencia_cobro", "title": "Emergencia de Cobro", "description": "Atencion urgente para cobros"}, {"id": "soporte", "title": "Soporte", "description": "Ayuda con problemas del sistema"}, {"id": "implementacion", "title": "Implementacion", "description": "Dudas sobre implementacion"}, {"id": "ventas", "title": "Ventas", "description": "Informacion comercial"}, {"id": "administracion", "title": "Administracion", "description": "Consultas administrativas"}, {"id": "mbia", "title": "MBIA", "description": "Asistente conversacional MBIA"}, ] OPTION_RESPONSES = { "emergencia_cobro": ( "Para poder apoyarte, necesitamos nos indiques:\n" "1. Tu nombre y empresa\n" "2. La tienda y caja en la que tienes el inconveniente\n" "3. Envianos foto, imagen o video del problema\n" "4. Descripcion del inconveniente\n" "5. Opcional: Numero de AnyDesk" ), "soporte": ( "Para poder apoyarte, necesitamos nos indiques:\n" "1. Tu empresa\n" "2. Sistema que estas utilizando\n" "3. Opcion que estas utilizando\n" "4. Descripcion de lo que deseas podamos apoyarte\n" "5. Envianos foto o video\n" "6. Opcional: Numero de AnyDesk" ), "implementacion": ( "Para poder apoyarte, necesitamos nos indiques:\n" "1. Tu nombre y empresa\n" "2. Descripcion de la duda que tienes" ), "ventas": ( "Gracias por comunicarte a Ventas. Para atenderte de mejor manera, escribenos:\n" "1. Tu nombre\n" "2. Tu numero de telefono\n" "3. Tu correo electronico\n" "4. El nombre de tu empresa\n" "5. Tu tipo de industria" ), "administracion": ( "Te has comunicado a Administracion. Por favor, envianos:\n" "1. Tu nombre y empresa\n" "2. NIT de tu empresa\n" "3. Descripcion de tu consulta" ), } def start_workflow(request: WorkflowStartRequest, mode: ResponseMode) -> dict: internal_response = build_main_menu_response() if not request.supports_interactive: return render_response(internal_response, "fallback") return render_response(internal_response, mode) def start_workflow_interactive( request: WorkflowStartInteractiveRequest, settings: Settings, ) -> dict: conversation_id = _resolve_conversation_id(request) if not conversation_id: return controlled_error( "No se recibio conversation_id. Configura el body con el placeholder de conversacion correcto.", { "expected_fields": [ "conversation_id", "conversationAlias", "conversation_alias", "conversationId", ], "hint": "En los logs de Freshworks normalmente aparece como conversationAlias.", }, ) internal_response = build_main_menu_response() rendered = render_response(internal_response, "freshchat_simple") message = internal_response["data"]["messages"][0] fallback_text = message.get("fallback_text") or rendered.get("send_message") or message["text"] options = [ { "id": row["id"], "title": row["title"], } for section in message.get("sections", []) for row in section.get("rows", []) ] actor_type = request.actor_type or settings.freshworks_default_actor_type actor_id = request.actor_id or settings.freshworks_default_actor_id interactive_payload = build_quick_reply_message_payload( text=message["text"], options=options, actor_type=actor_type, actor_id=actor_id, user_id=request.user_id, ) sent_payload = interactive_payload sent_as = "interactive" interactive_error = None try: freshchat_response = send_conversation_message(settings, conversation_id, interactive_payload) except HTTPException as exc: interactive_error = exc.detail fallback_payload = build_text_message_payload( text=fallback_text, actor_type=actor_type, actor_id=actor_id, user_id=request.user_id, ) freshchat_response = send_conversation_message(settings, conversation_id, fallback_payload) sent_payload = fallback_payload sent_as = "fallback_text" return { **rendered, "mensaje": "Menu interactivo enviado." if sent_as == "interactive" else "Fallback de texto enviado.", "data": { **rendered.get("data", {}), "conversation_id": conversation_id, "freshchat_message": freshchat_response, "sent_payload": sent_payload, "sent_as": sent_as, "interactive_error": interactive_error, }, "sent": True, } def _resolve_conversation_id(request: WorkflowStartInteractiveRequest) -> str | None: candidates = [ request.conversation_id, request.conversationAlias, request.conversation_alias, request.conversationId, ] for candidate in candidates: if candidate and "{{" not in candidate and "}}" not in candidate: return candidate.strip() return None def handle_option(request: WorkflowHandleOptionRequest, mode: ResponseMode) -> dict: option_id = normalize_option(request.selected_option_id or request.selected_option) if option_id == "mbia": internal_response = build_mbia_entry_response() return render_response(internal_response, "fallback" if not request.supports_interactive else mode) message = OPTION_RESPONSES.get(option_id) if not message: return controlled_error("No fue posible identificar la opcion seleccionada. Por favor intenta nuevamente.") return build_text_response(message) def build_main_menu_response() -> dict: menu_text = ( "Hola, soy MBBot y estoy para servirte. Por favor escoge una de las siguientes " "opciones para poder comunicarte al area que necesitas." ) fallback_text = ( "Por favor responde con una de estas opciones:\n" "1. Emergencia de Cobro\n" "2. Soporte\n" "3. Implementacion\n" "4. Ventas\n" "5. Administracion\n" "6. MBIA" ) rows = [ ListRow(id=option["id"], title=option["title"], description=option["description"]) for option in MAIN_MENU_OPTIONS ] return build_list_response( mensaje="Selecciona una opcion", text=menu_text, button_text="Ver opciones", sections=[ListSection(title="Areas disponibles", rows=rows)], fallback_text=fallback_text, ) def normalize_option(value: str | None) -> str: if not value: return "" normalized = unicodedata.normalize("NFKD", value) normalized = "".join(char for char in normalized if not unicodedata.combining(char)) normalized = normalized.lower().strip() normalized = normalized.replace("-", " ").replace("_", " ") normalized = normalized.replace(".", " ") normalized = " ".join(normalized.split()) aliases = { "1": "emergencia_cobro", "opcion 1": "emergencia_cobro", "emergencia cobro": "emergencia_cobro", "emergencia de cobro": "emergencia_cobro", "cobro": "emergencia_cobro", "2": "soporte", "opcion 2": "soporte", "soporte": "soporte", "3": "implementacion", "opcion 3": "implementacion", "implementacion": "implementacion", "4": "ventas", "opcion 4": "ventas", "ventas": "ventas", "5": "administracion", "opcion 5": "administracion", "administracion": "administracion", "6": "mbia", "opcion 6": "mbia", "mbia": "mbia", } return aliases.get(normalized, normalized.replace(" ", "_"))