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
82 lines
2.8 KiB
Python
82 lines
2.8 KiB
Python
from __future__ import annotations
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import logging
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from yuxi.channel.extensions.helpscout.auth import HelpScoutAuth
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from yuxi.channel.extensions.helpscout.client import HelpScoutClient
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from yuxi.channel.extensions.helpscout.config import resolve_account
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logger = logging.getLogger(__name__)
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CATEGORY_KEYWORDS: dict[str, list[str]] = {
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"billing": ["refund", "invoice", "payment", "charge", "subscription", "billing"],
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"technical": ["bug", "error", "crash", "not working", "broken", "issue", "problem"],
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"account": ["login", "password", "access", "account", "sign in", "sign up"],
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"general": ["question", "help", "how to", "what is", "inquiry"],
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}
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ASSIGNEE_RULES: dict[str, str] = {
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"billing": "billing",
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"technical": "engineering",
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"account": "support",
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"general": "support",
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}
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class HelpScoutAssigner:
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async def auto_assign(
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self,
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conversation_id: int,
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body_text: str,
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account_id: str | None = None,
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) -> int | None:
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account = resolve_account(account_id or "default")
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category = self._classify_conversation(body_text)
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team_name = ASSIGNEE_RULES.get(category)
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logger.debug(
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"Help Scout auto-assign: conv=%d category=%s team=%s",
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conversation_id,
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category,
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team_name,
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)
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if not team_name:
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return None
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client = self._build_client(account)
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try:
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teams_resp = await client.list_teams(mailbox=account["mailbox_id"])
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teams = teams_resp.get("_embedded", {}).get("teams", [])
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matched_team = next((t for t in teams if t.get("name", "").lower() == team_name), None)
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if matched_team:
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await client.update_conversation(conversation_id, {"assignTo": matched_team["id"]})
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logger.info(
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"Help Scout assigned: conv=%d team=%s(%d)",
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conversation_id,
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team_name,
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matched_team["id"],
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)
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return matched_team["id"]
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logger.debug("Help Scout team not found: %s for conv=%d", team_name, conversation_id)
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return None
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except Exception:
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logger.exception("Help Scout auto-assign failed: conv=%d", conversation_id)
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return None
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finally:
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await client.close()
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@staticmethod
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def _classify_conversation(body_text: str) -> str:
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text_lower = body_text.lower()
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for category, keywords in CATEGORY_KEYWORDS.items():
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for keyword in keywords:
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if keyword in text_lower:
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return category
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return "general"
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@staticmethod
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def _build_client(account: dict) -> HelpScoutClient:
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auth = HelpScoutAuth(account["app_id"], account["app_secret"])
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return HelpScoutClient(auth)
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