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
98 lines
3.4 KiB
Python
98 lines
3.4 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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from yuxi.channel.extensions.helpscout.types import OutboundResult
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logger = logging.getLogger(__name__)
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FAQ_RULES: dict[str, dict] = {
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"reset password": {
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"reply": (
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"To reset your password, please visit https://example.com/reset-password "
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"and follow the instructions. If you need further assistance, please let us know."
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),
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"tags": ["account", "password"],
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},
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"cancel subscription": {
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"reply": (
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"To cancel your subscription, please go to your Account Settings > Billing "
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"and click 'Cancel Subscription'. If you have any questions, we're here to help."
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),
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"tags": ["billing", "subscription"],
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},
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"contact support": {
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"reply": (
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"You can reach our support team by replying to this email or visiting "
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"https://example.com/support. Our team is available Monday-Friday, 9 AM - 6 PM."
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),
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"tags": ["support"],
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},
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}
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class HelpScoutAutoReply:
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async def check_faq_match(self, body_text: str) -> dict | None:
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text_lower = body_text.lower()
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for keyword, faq in FAQ_RULES.items():
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if keyword in text_lower:
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logger.debug(
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"Help Scout FAQ match: keyword=%s",
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keyword,
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)
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return {"keyword": keyword, **faq}
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return None
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async def send_faq_reply(
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self,
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conversation_id: int,
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reply_text: str,
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tags: list[str] | None = None,
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account_id: str | None = None,
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) -> OutboundResult:
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account = resolve_account(account_id or "default")
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client = self._build_client(account)
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try:
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result = await client.reply_conversation(
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conversation_id=conversation_id,
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text=reply_text,
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draft=True,
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)
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reply_id = str(result.get("id", ""))
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if tags:
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conv = await client.get_conversation(conversation_id)
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existing_tags = conv.get("tags", [])
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new_tags = [t for t in tags if t not in existing_tags]
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if new_tags:
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await client.update_conversation(
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conversation_id,
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{"tags": existing_tags + new_tags},
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)
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note = "Auto-reply draft generated from FAQ match. Review and send when ready."
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await client.create_note(conversation_id=conversation_id, text=note)
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logger.info(
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"Help Scout FAQ auto-reply drafted: conv=%d",
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conversation_id,
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)
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return OutboundResult(success=True, message_id=reply_id)
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except Exception as e:
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logger.exception(
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"Help Scout FAQ auto-reply failed: conv=%d",
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conversation_id,
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)
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return OutboundResult(success=False, error="exception", detail=str(e))
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finally:
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await client.close()
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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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