Kris
3e861d6cd1
实现完整的Freshdesk和Freshchat集成支持，包含会话守卫、错误定义、消息去重、配置管理、webhook处理、出站消息发送、状态监控、安全校验、配对功能和流式回复支持
251 lines
8.4 KiB
Python
251 lines
8.4 KiB
Python
import asyncio
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import logging
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import random
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from yuxi.channel.extensions.freshdesk.constants import (
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FRESHDESK_RETRY_BASE,
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FRESHDESK_RETRY_MAX,
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FRESHDESK_RETRY_MAX_DELAY,
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)
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from yuxi.channel.extensions.freshdesk.errors import FreshdeskError, FreshdeskErrorCode
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from yuxi.channel.extensions.freshdesk.format import markdown_to_html, sanitize_html
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logger = logging.getLogger(__name__)
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class FreshdeskOutbound:
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delivery_mode = "direct"
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chunker_mode = "length"
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text_chunk_limit = None
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poll_max_options = None
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supports_poll_duration_seconds = False
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supports_anonymous_polls = False
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extract_markdown_images = False
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presentation_capabilities = None
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delivery_capabilities = None
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def __init__(self, gateway):
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self._gateway = gateway
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async def send_text(
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self,
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target_id: str,
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content: str,
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*,
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reply_to_id: str | None = None,
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thread_id: str | None = None,
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account_id: str | None = None,
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) -> None:
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client, account = self._resolve(account_id)
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source = self._detect_target_source(target_id)
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if source == "freshchat":
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await self._retry_with_backoff(
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lambda: client.fc_send_message(
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conversation_id=target_id,
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message_parts=[{"text": {"content": content}}],
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message_type="normal",
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actor_type="agent",
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actor_id=account.agent_id or None,
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)
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)
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elif source == "freshdesk":
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html_body = markdown_to_html(content)
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html_body = sanitize_html(html_body)
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await self._retry_with_backoff(
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lambda: client.fd_reply_ticket(
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ticket_id=target_id,
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body_html=html_body,
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private=False,
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)
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)
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async def send_media(
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self,
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target_id: str,
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media_url: str,
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media_type: str,
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*,
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reply_to_id: str | None = None,
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thread_id: str | None = None,
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account_id: str | None = None,
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) -> None:
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client, account = self._resolve(account_id)
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source = self._detect_target_source(target_id)
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if source == "freshchat":
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if media_type.startswith("image/"):
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part = {"image": {"url": media_url, "content_type": media_type}}
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else:
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part = {"file": {"url": media_url, "content_type": media_type}}
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await self._retry_with_backoff(
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lambda: client.fc_send_message(
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conversation_id=target_id,
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message_parts=[part],
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message_type="normal",
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actor_type="agent",
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)
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)
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elif source == "freshdesk":
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if media_type.startswith("image/"):
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html_body = f'<p><img src="{media_url}" alt="attachment" /></p>'
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else:
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html_body = f'<p><a href="{media_url}">附件</a></p>'
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html_body = sanitize_html(html_body)
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await self._retry_with_backoff(
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lambda: client.fd_reply_ticket(
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ticket_id=target_id,
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body_html=html_body,
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private=False,
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)
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)
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async def send_quick_replies(
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self,
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target_id: str,
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text: str,
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options: list[dict],
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*,
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account_id: str | None = None,
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) -> None:
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client, account = self._resolve(account_id)
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parts = [{"text": {"content": text}}]
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quick_replies_data = [
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{"title": opt["title"], "value": opt.get("value", opt["title"])}
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for opt in options
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]
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parts.append({"quick_replies": {"quick_replies": quick_replies_data}})
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await self._retry_with_backoff(
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lambda: client.fc_send_message(
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conversation_id=target_id,
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message_parts=parts,
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message_type="normal",
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actor_type="agent",
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actor_id=account.agent_id or None,
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)
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)
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async def send_note(
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self,
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target_id: str,
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content: str,
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*,
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account_id: str | None = None,
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) -> None:
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client, account = self._resolve(account_id)
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source = self._detect_target_source(target_id)
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if source == "freshchat":
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note_part = {"private_note": {"content": content}}
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await self._retry_with_backoff(
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lambda: client.fc_send_message(
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conversation_id=target_id,
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message_parts=[note_part],
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message_type="private",
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actor_type="agent",
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actor_id=account.agent_id or None,
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)
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)
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elif source == "freshdesk":
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html_body = sanitize_html(markdown_to_html(content))
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await self._retry_with_backoff(
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lambda: client.fd_reply_ticket(
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ticket_id=target_id,
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body_html=html_body,
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private=True,
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)
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)
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async def handoff_conversation(
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self,
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target_id: str,
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*,
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group_id: str | None = None,
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note: str | None = None,
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account_id: str | None = None,
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) -> None:
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client, account = self._resolve(account_id)
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source = self._detect_target_source(target_id)
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if source == "freshchat":
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await client.fc_assign_conversation(
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target_id,
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group_id=group_id,
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)
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if note:
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await self.send_note(
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target_id,
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f"[AI 转接] {note}",
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account_id=account_id,
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)
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elif source == "freshdesk":
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update_data: dict = {"status": 3}
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if group_id and group_id.isdigit():
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update_data["group_id"] = int(group_id)
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await client.fd_update_ticket(target_id, update_data)
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@staticmethod
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def _detect_target_source(target_id: str) -> str:
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if target_id.isdigit():
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return "freshdesk"
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return "freshchat"
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def _resolve(self, account_id: str | None):
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if self._gateway is None or not self._gateway.accounts:
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raise FreshdeskError(FreshdeskErrorCode.CONFIG_ERROR, "Gateway not initialized")
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if account_id:
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entry = self._gateway.accounts.get(account_id)
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else:
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entry = next(iter(self._gateway.accounts.values()), None)
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if entry is None:
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raise FreshdeskError(FreshdeskErrorCode.CONFIG_ERROR, f"Account {account_id or 'default'} not found")
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return entry["client"], entry["account"]
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async def _retry_with_backoff(self, operation, max_attempts: int | None = None):
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max_attempts = max_attempts or FRESHDESK_RETRY_MAX
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for attempt in range(max_attempts):
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try:
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return await operation()
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except FreshdeskError as e:
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if e.code == FreshdeskErrorCode.RATE_LIMITED and attempt < max_attempts - 1:
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delay = e.retry_after or (FRESHDESK_RETRY_BASE * (2 ** attempt))
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logger.warning("Freshdesk rate limited, waiting %.1fs", delay)
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await asyncio.sleep(delay)
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continue
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if e.code in (FreshdeskErrorCode.AUTH_ERROR, FreshdeskErrorCode.NOT_FOUND):
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raise
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if attempt < max_attempts - 1:
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delay = min(
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FRESHDESK_RETRY_BASE * (2 ** attempt) + random.uniform(0, 1),
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FRESHDESK_RETRY_MAX_DELAY,
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)
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logger.warning("Freshdesk API error, retrying in %.1fs", delay)
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await asyncio.sleep(delay)
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continue
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raise
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async def send_payload(self, ctx: object) -> object:
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return None
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async def send_poll(self, ctx: object) -> object:
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return None
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def sanitize_text(self, text: str, payload: object) -> str:
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return text
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def should_skip_plain_text_sanitization(self, payload: object) -> bool:
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return False
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def normalize_payload(self, payload, config, account_id=None):
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return payload
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def resolve_effective_text_chunk_limit(self, config, account_id=None, fallback_limit=None):
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return fallback_limit
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