ForcePilot/backend/package/yuxi/channel/extensions/intercom/outbound.py

import asyncio
import logging
import random

from yuxi.channel.extensions.intercom.client import IntercomClient
from yuxi.channel.extensions.intercom.config import IntercomConfigAdapter
from yuxi.channel.extensions.intercom.constants import (
    INTERCOM_MAX_RETRIES,
    INTERCOM_RETRY_BASE_DELAY,
    INTERCOM_RETRY_MAX_DELAY,
    INTERCOM_TEXT_CHUNK_LIMIT,
)
from yuxi.channel.extensions.intercom.errors import IntercomError, IntercomErrorCode

logger = logging.getLogger(__name__)


class IntercomOutbound:
    delivery_mode = "direct"
    chunker_mode = "length"
    text_chunk_limit = INTERCOM_TEXT_CHUNK_LIMIT
    poll_max_options = None
    supports_poll_duration_seconds = False
    supports_anonymous_polls = False
    extract_markdown_images = False
    presentation_capabilities = None
    delivery_capabilities = None

    def __init__(self, gateway=None):
        self._gateway = gateway

    def chunker(self, text: str, limit: int, ctx: object | None = None) -> list[str]:
        if not text:
            return []
        if len(text) <= limit:
            return [text]

        chunks: list[str] = []
        paragraphs = text.split("\n\n")

        for para in paragraphs:
            if not para:
                continue
            if len(para) <= limit:
                chunks.append(para)
            else:
                sentences = para.split("\n")
                for sentence in sentences:
                    if len(sentence) <= limit:
                        chunks.append(sentence)
                    else:
                        while sentence:
                            chunks.append(sentence[:limit])
                            sentence = sentence[limit:]

        merged: list[str] = []
        for chunk in chunks:
            if not merged:
                merged.append(chunk)
                continue
            last = merged[-1]
            candidate = last + "\n\n" + chunk
            if len(candidate) <= limit:
                merged[-1] = candidate
            else:
                merged.append(chunk)

        return merged

    async def _get_client(self, account_id: str | None) -> tuple[IntercomClient, dict]:
        if self._gateway:
            entry = self._gateway.get_account(account_id or "default")
            if entry and entry.get("client"):
                return entry["client"], entry["account"]

        adapter = IntercomConfigAdapter()
        config = {}
        account = await adapter.resolve_account(account_id or "default", config)
        client = IntercomClient(account["access_token"], datacenter=account.get("datacenter", "us"))
        return client, account

    def _owns_client(self, client: IntercomClient, account_id: str | None) -> bool:
        if not self._gateway:
            return True
        entry = self._gateway.get_account(account_id or "default")
        return not (entry and entry.get("client") is client)

    async def _retry_with_backoff(self, operation, max_attempts: int | None = None):
        max_attempts = max_attempts or INTERCOM_MAX_RETRIES

        for attempt in range(max_attempts):
            try:
                return await operation()
            except IntercomError as e:
                if e.code == IntercomErrorCode.RATE_LIMITED and attempt < max_attempts - 1:
                    delay = random.uniform(1, 4) * (2**attempt)
                    logger.warning("Intercom rate limited, waiting %.1fs", delay)
                    await asyncio.sleep(delay)
                    continue

                if e.code in (IntercomErrorCode.AUTH_ERROR, IntercomErrorCode.NOT_FOUND):
                    raise

                if attempt < max_attempts - 1:
                    delay = min(
                        INTERCOM_RETRY_BASE_DELAY * (2**attempt) + random.uniform(0, 1),
                        INTERCOM_RETRY_MAX_DELAY,
                    )
                    logger.warning("Intercom API error, retrying in %.1fs", delay)
                    await asyncio.sleep(delay)
                    continue

                raise

    async def send_text(
        self,
        target_id: str,
        content: str,
        *,
        reply_to_id: str | None = None,
        thread_id: str | None = None,
        account_id: str | None = None,
    ) -> None:
        from yuxi.channel.extensions.intercom.format import markdown_to_html

        html_body = markdown_to_html(content)
        client, account = await self._get_client(account_id)
        owns_client = self._owns_client(client, account_id)

        try:
            await self._retry_with_backoff(
                lambda: client.reply_conversation(
                    conversation_id=target_id,
                    body=html_body,
                    message_type="comment",
                    reply_type="admin",
                )
            )
        finally:
            if owns_client:
                await client.close()

    async def send_media(
        self,
        target_id: str,
        media_url: str,
        media_type: str,
        *,
        reply_to_id: str | None = None,
        thread_id: str | None = None,
        account_id: str | None = None,
    ) -> None:
        client, account = await self._get_client(account_id)
        owns_client = self._owns_client(client, account_id)
        attachment_urls = [media_url] if media_url else []

        try:
            await self._retry_with_backoff(
                lambda: client.reply_conversation(
                    conversation_id=target_id,
                    body="",
                    message_type="comment",
                    reply_type="admin",
                    attachment_urls=attachment_urls,
                )
            )
        finally:
            if owns_client:
                await client.close()

    async def send_note(
        self,
        target_id: str,
        content: str,
        *,
        account_id: str | None = None,
    ) -> None:
        from yuxi.channel.extensions.intercom.format import markdown_to_html

        html_body = markdown_to_html(content)
        client, account = await self._get_client(account_id)
        owns_client = self._owns_client(client, account_id)

        try:
            await self._retry_with_backoff(
                lambda: client.reply_conversation(
                    conversation_id=target_id,
                    body=html_body,
                    message_type="note",
                    reply_type="admin",
                )
            )
        finally:
            if owns_client:
                await client.close()

    async def send_quick_replies(
        self,
        target_id: str,
        content: str,
        options: list[dict],
        *,
        account_id: str | None = None,
    ) -> None:
        from yuxi.channel.extensions.intercom.format import markdown_to_html

        html_body = markdown_to_html(content)
        client, account = await self._get_client(account_id)
        owns_client = self._owns_client(client, account_id)

        try:
            reply_options = {
                "type": "quick_replies",
                "quick_reply_type": options[0].get("type", "button") if options else "button",
                "quick_replies": [
                    {"label": opt["label"], "value": opt.get("value", opt["label"])}
                    for opt in options[:10]
                ],
            }
            await self._retry_with_backoff(
                lambda: client.reply_conversation(
                    conversation_id=target_id,
                    body=html_body,
                    message_type="comment",
                    reply_type="admin",
                    reply_options=reply_options,
                )
            )
        finally:
            if owns_client:
                await client.close()

    async def add_tags(
        self,
        target_id: str,
        tags: list[str],
        *,
        account_id: str | None = None,
    ) -> None:
        client, account = await self._get_client(account_id)
        owns_client = self._owns_client(client, account_id)
        try:
            await self._retry_with_backoff(lambda: client.add_conversation_tags(target_id, tags))
        finally:
            if owns_client:
                await client.close()

    async def remove_tags(
        self,
        target_id: str,
        tag_ids: list[str],
        *,
        account_id: str | None = None,
    ) -> None:
        client, account = await self._get_client(account_id)
        owns_client = self._owns_client(client, account_id)
        try:
            for tag_id in tag_ids:
                await self._retry_with_backoff(lambda tid=tag_id: client.remove_conversation_tag(target_id, tid))
        finally:
            if owns_client:
                await client.close()

    async def close_conversation(
        self,
        target_id: str,
        *,
        account_id: str | None = None,
    ) -> bool:
        client, account = await self._get_client(account_id)
        owns_client = self._owns_client(client, account_id)
        try:
            await self._retry_with_backoff(
                lambda: client.manage_conversation(target_id, "close", admin_id=account.get("admin_id"))
            )
            return True
        except Exception:
            logger.exception("Failed to close conversation %s", target_id)
            return False
        finally:
            if owns_client:
                await client.close()

    async def open_conversation(
        self,
        target_id: str,
        *,
        account_id: str | None = None,
    ) -> bool:
        client, account = await self._get_client(account_id)
        owns_client = self._owns_client(client, account_id)
        try:
            await self._retry_with_backoff(
                lambda: client.manage_conversation(target_id, "open", admin_id=account.get("admin_id"))
            )
            return True
        except Exception:
            logger.exception("Failed to open conversation %s", target_id)
            return False
        finally:
            if owns_client:
                await client.close()

    async def create_conversation(
        self,
        contact_id: str,
        body: str,
        *,
        account_id: str | None = None,
    ) -> dict | None:
        from yuxi.channel.extensions.intercom.format import markdown_to_html

        html_body = markdown_to_html(body)
        client, account = await self._get_client(account_id)
        owns_client = self._owns_client(client, account_id)
        try:
            result = await self._retry_with_backoff(
                lambda: client.create_conversation(
                    contact_id=contact_id,
                    body=html_body,
                    admin_id=account.get("admin_id"),
                )
            )
            return result
        except Exception:
            logger.exception("Failed to create conversation for contact %s", contact_id)
            return None
        finally:
            if owns_client:
                await client.close()

    async def convert_to_ticket(
        self,
        conversation_id: str,
        *,
        account_id: str | None = None,
    ) -> dict | None:
        client, account = await self._get_client(account_id)
        owns_client = self._owns_client(client, account_id)
        try:
            result = await self._retry_with_backoff(
                lambda: client.convert_conversation_to_ticket(
                    conversation_id,
                    admin_id=account.get("admin_id"),
                )
            )
            return result
        except Exception:
            logger.exception("Failed to convert conversation %s to ticket", conversation_id)
            return None
        finally:
            if owns_client:
                await client.close()

    async def send_payload(self, ctx: object) -> object:
        return None

    async def send_poll(self, ctx: object) -> object:
        return None

    def sanitize_text(self, text: str, payload: object) -> str:
        return text

    def should_skip_plain_text_sanitization(self, payload: object) -> bool:
        return False

    def normalize_payload(self, payload, config, account_id=None):
        return payload

    def resolve_effective_text_chunk_limit(self, config, account_id=None, fallback_limit=None):
        return fallback_limit or INTERCOM_TEXT_CHUNK_LIMIT