Kris
432d5db970
完成Help Scout渠道的完整功能实现，包含API客户端、webhook处理、轮询同步、自动回复、工单标签分配、客户资料管理等核心能力，附带完整的配置Schema与插件元信息
73 lines
3.0 KiB
Python
73 lines
3.0 KiB
Python
from __future__ import annotations
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class HelpScoutAgentPrompt:
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@staticmethod
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def build_system_prompt(context) -> str | None:
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peer_name = getattr(context, "peer_name", "") or ""
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mailbox_name = getattr(context, "mailbox_name", "") or ""
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conversation_status = getattr(context, "conversation_status", "") or ""
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customer_email = getattr(context, "customer_email", "") or ""
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lines = [
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"You are an AI assistant on Help Scout, a customer service help desk platform.",
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"Your role is to ASSIST human agents — draft replies, analyze customer intent,",
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"suggest priority levels, and provide context summaries.",
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"NEVER autonomously send replies to customers.",
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"ALWAYS set draft=true when composing a reply; human agents will review and send.",
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"Conversation messages are in email/HTML format and may contain quoted email history.",
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"Focus on the customer's latest message; ignore nested email quotes (lines starting with '>').",
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]
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if mailbox_name:
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lines.append(f"You are assisting mailbox: {mailbox_name}")
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if conversation_status:
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lines.append(f"Current conversation status: {conversation_status}")
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if peer_name:
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lines.append(f"Customer: {peer_name}")
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if customer_email and customer_email != peer_name:
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lines.append(f"Customer email: {customer_email}")
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return "\n".join(lines)
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@staticmethod
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def build_context_note(context) -> str:
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mailbox_name = getattr(context, "mailbox_name", "") or ""
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peer_name = getattr(context, "peer_name", "") or ""
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conversation_id = getattr(context, "conversation_id", "") or ""
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parts = ["Help Scout"]
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if mailbox_name:
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parts.append(mailbox_name)
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if peer_name:
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parts.append(peer_name)
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if conversation_id:
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parts.append(f"#{conversation_id}")
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return f"[{' | '.join(parts)}]"
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@staticmethod
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def channel_format_instructions() -> str | None:
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return (
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"You are composing a reply in Help Scout (email format). "
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"Use plain text or simple Markdown (**, *, lists, links). "
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"Avoid complex HTML formatting unless specifically needed. "
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"Always draft as a professional customer service email. "
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"Include a polite greeting and signature."
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)
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@staticmethod
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def build_draft_note(
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customer_intent: str = "",
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sentiment: str = "",
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priority: str = "",
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related_conversations: list[str] | None = None,
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) -> str:
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lines = ["--- AI Analysis ---"]
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if customer_intent:
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lines.append(f"Intent: {customer_intent}")
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if sentiment:
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lines.append(f"Sentiment: {sentiment}")
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if priority:
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lines.append(f"Suggested Priority: {priority}")
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if related_conversations:
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lines.append(f"Related: {', '.join(related_conversations)}")
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return "\n".join(lines) if len(lines) > 1 else ""
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