"""Chat iş mantığı — session aç/kapat, mesaj sakla/geçmiş, NPS, operatör devralma. NOT: AI cevap üretimi + streaming (stream/init → Node.js) FlovyService orkestratörü ile Adım 5-7'de bağlanır. Burada ziyaretçi mesajı kalıcı kaydedilir; AI tetikleme o adımlarda send_visitor_message sonuna eklenecek. """ from datetime import UTC, datetime from fastapi import Depends from app.models.chat import ChatSession, ChatWidget from app.repositories.chat_repo import ChatRepository from app.schemas.chat import ( ChatTurnResponse, CreateSessionRequest, MessageResponse, SessionResponse, ) from app.schemas.visitor import IdentifyRequest from app.services.ai.flovy_service import FlovyService from app.services.visitor.visitor_service import VisitorService from app.utils.exceptions import NotFoundError, ValidationError from app.utils.security import generate_token def _now() -> datetime: return datetime.now(UTC).replace(tzinfo=None) class ChatService: def __init__( self, repo: ChatRepository = Depends(), visitor_service: VisitorService = Depends(), flovy_service: FlovyService = Depends(), ): self.repo = repo self.visitor_service = visitor_service self.flovy_service = flovy_service # ---------------- Widget tarafı ---------------- async def create_session( self, widget: ChatWidget, body: CreateSessionRequest, ip: str | None = None, browser: str | None = None, ) -> SessionResponse: # 1. Ziyaretçiyi tanı (moat) — uuid/fingerprint varsa profili bul/oluştur visitor_id: str | None = None if body.visitor_uuid: ident = await self.visitor_service.identify( widget.tenant_id, IdentifyRequest( visitor_uuid=body.visitor_uuid, page_url=body.page_url, referrer=body.referrer, ), ip=ip, user_agent=browser, ) visitor_id = ident.visitor_id session = await self.repo.create_session( tenant_id=widget.tenant_id, widget_id=widget.id, visitor_id=visitor_id, session_token=generate_token(24), status="open", visitor_name=body.visitor_name, visitor_email=body.visitor_email, visitor_phone=body.visitor_phone, visitor_ip=ip, visitor_browser=browser, page_url=body.page_url, referrer=body.referrer, kvkk_consent_at=_now() if body.kvkk_consent else None, ) # 2. Oturum sayacı + dönüş tespiti if visitor_id: await self.visitor_service.register_session(visitor_id, widget.tenant_id) # 3. Email/telefon + KVKK onayı geldiyse kimlik merge if (body.visitor_email or body.visitor_phone) and body.kvkk_consent: await self.visitor_service.merge_identity( visitor_id, widget.tenant_id, email=body.visitor_email, phone=body.visitor_phone, name=body.visitor_name, kvkk_consent=True, ) return SessionResponse.model_validate(session) async def send_visitor_message(self, token: str, message: str) -> ChatTurnResponse: session = await self._get_open_session_by_token(token) visitor_msg = await self.repo.add_message( session_id=session.id, tenant_id=session.tenant_id, sender_type="visitor", message=message, message_type="text", ) # AI orkestratörü — intent router → marker/RAG/LLM (Adım 7) # Operatör devraldıysa (escalated) AI tetiklenmez. if session.status == "escalated": return ChatTurnResponse(message=MessageResponse.model_validate(visitor_msg)) result = await self.flovy_service.respond(session, message) session_updates: dict = {} if result.intent: session_updates["intent"] = result.intent if result.escalate: session_updates["status"] = "escalated" session_updates["escalated_at"] = _now() if result.clear_cart and session.session_metadata: meta = dict(session.session_metadata) meta.pop("cart", None) session_updates["session_metadata"] = meta if session_updates: session = await self.repo.update_session(session, **session_updates) reply_msg = await self.repo.add_message( session_id=session.id, tenant_id=session.tenant_id, sender_type="ai", message=result.reply_text or "", message_type="ai", meta={"ui_blocks": result.ui_blocks, "layer": result.layer}, model=result.model, ) return ChatTurnResponse( message=MessageResponse.model_validate(visitor_msg), reply=MessageResponse.model_validate(reply_msg), ui_blocks=result.ui_blocks, intent=result.intent, layer=result.layer, escalated=result.escalate, ) async def get_history(self, token: str, limit: int = 100) -> list[dict]: session = await self._get_session_by_token(token) msgs = await self.repo.list_messages(session.id, session.tenant_id, limit) return [MessageResponse.model_validate(m).model_dump(mode="json") for m in msgs] async def close_session_by_token(self, token: str) -> None: session = await self._get_session_by_token(token) if session.status != "closed": await self.repo.update_session(session, status="closed", ended_at=_now()) async def submit_nps(self, token: str, score: int, comment: str | None) -> None: session = await self._get_session_by_token(token) await self.repo.update_session( session, nps_score=score, nps_comment=comment, nps_submitted_at=_now() ) async def idle_ping(self, token: str) -> None: session = await self._get_open_session_by_token(token) await self.repo.update_session(session, idle_ping_sent_at=_now()) # ---------------- Panel tarafı ---------------- async def list_sessions( self, tenant_id: str, status: str | None = None, limit: int = 50 ) -> list[dict]: sessions = await self.repo.list_sessions(tenant_id, status, limit) return [SessionResponse.model_validate(s).model_dump(mode="json") for s in sessions] async def get_session_detail(self, session_id: str, tenant_id: str) -> dict: session = await self._get_session_or_404(session_id, tenant_id) msgs = await self.repo.list_messages(session.id, tenant_id) return { "session": SessionResponse.model_validate(session).model_dump(mode="json"), "messages": [ MessageResponse.model_validate(m).model_dump(mode="json") for m in msgs ], } async def takeover(self, session_id: str, tenant_id: str) -> SessionResponse: session = await self._get_session_or_404(session_id, tenant_id) session = await self.repo.update_session( session, status="escalated", escalated_at=_now() ) return SessionResponse.model_validate(session) async def operator_message( self, session_id: str, tenant_id: str, message: str ) -> MessageResponse: session = await self._get_session_or_404(session_id, tenant_id) msg = await self.repo.add_message( session_id=session.id, tenant_id=tenant_id, sender_type="operator", message=message, message_type="text", ) return MessageResponse.model_validate(msg) async def close_session(self, session_id: str, tenant_id: str) -> None: session = await self._get_session_or_404(session_id, tenant_id) if session.status != "closed": await self.repo.update_session(session, status="closed", ended_at=_now()) # ---------------- helpers ---------------- async def _get_session_by_token(self, token: str) -> ChatSession: session = await self.repo.get_session_by_token(token) if not session: raise NotFoundError("Oturum") return session async def _get_open_session_by_token(self, token: str) -> ChatSession: session = await self._get_session_by_token(token) if session.status == "closed": raise ValidationError("Bu sohbet kapatılmış.") return session async def _get_session_or_404(self, session_id: str, tenant_id: str) -> ChatSession: session = await self.repo.get_session(session_id, tenant_id) if not session: raise NotFoundError("Oturum") return session