2495239187
Built-in AI chatbot (no EE, uses Llm::Resolver) that answers in-scope chats
from a knowledge base and hands off to a human when needed. Selected per
inbox via an Integrations::Hook with app_id 'chatbot'.
- Integrations::Chatbot::ProcessorService (mirrors Dialogflow/Captain)
wired via HookListener + HookJob + apps.yml(chatbot, inbox)
- Chatbot::DecisionService: 1-call default ({in_scope/refuse/handoff}),
2-call option; thread-safe prompt threading
- Chatbot::KnowledgeRetriever: keyword top-k over KB (+ embedding reserved)
- KnowledgeBaseFaq + import service (md per-heading + front-matter tags)
- Chatbot::ConfigService + admin chatbot_config endpoint
- refs off-topic (e.g. fortune-telling); handoff = bot_handoff! (pending->open)
87 lines
3.4 KiB
Ruby
87 lines
3.4 KiB
Ruby
# Per-account chatbot configuration for the self-contained OSS chatbot.
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#
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# Reads/writes the account's chatbot settings in Account#custom_attributes (jsonb).
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# The chatbot processor + decision service read from here so there's a single source
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# of truth for how the bot behaves for a given account.
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#
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# Keys (namespaced 'chatbot_*'):
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# chatbot_enabled [bool] gates whether the chatbot replies (default false)
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# chatbot_system_prompt [String] the persona/system instructions for the answer LLM
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# chatbot_guardrail_prompt [String] the allowed-scope / guardrail instructions
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# chatbot_out_of_scope_reply [String] templated refusal reply for out-of-scope messages
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# chatbot_call_mode [Integer] 1 (one call) or 2 (guardrail + answer) — default 1
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#
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# Guardrail + out-of-scope reply have safe Thai defaults; system prompt and call mode
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# fall back to built-in values when unset.
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module Chatbot::ConfigService
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KEYS = %w[
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chatbot_enabled chatbot_system_prompt chatbot_guardrail_prompt
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chatbot_out_of_scope_reply chatbot_call_mode
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].freeze
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DEFAULT_SYSTEM_PROMPT = <<~PROMPT.freeze
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You are a helpful customer-service assistant for this business. Answer using ONLY the
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provided knowledge base and conversation history. Be concise, accurate and polite.
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If the knowledge base does not contain the answer, say you are not sure and offer to
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connect the customer with a support agent. Do not invent facts.
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PROMPT
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DEFAULT_GUARDRAIL_PROMPT = <<~PROMPT.freeze
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The bot answers questions about this business's PRODUCTS, SERVICES, and related support
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topics only. It must NOT answer unrelated or off-topic requests (e.g. personal advice,
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fortune-telling, horoscopes, unrelated general knowledge).
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PROMPT
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DEFAULT_OUT_OF_SCOPE_REPLY = 'ขออภัยครับ คำถามนี้อยู่นอกขอบเขตที่เราสามารถให้บริการได้ กรุณาสอบถามเรื่องสินค้าและบริการของเรา'
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module_function
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def enabled?(account)
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account.custom_attributes['chatbot_enabled'] == true
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end
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def system_prompt(account)
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value_or_default(account, 'chatbot_system_prompt', DEFAULT_SYSTEM_PROMPT)
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end
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def guardrail_prompt(account)
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value_or_default(account, 'chatbot_guardrail_prompt', DEFAULT_GUARDRAIL_PROMPT)
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end
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def out_of_scope_reply(account)
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value_or_default(account, 'chatbot_out_of_scope_reply', DEFAULT_OUT_OF_SCOPE_REPLY)
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end
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def call_mode(account)
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configured = account.custom_attributes['chatbot_call_mode'].to_i
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[1, 2].include?(configured) ? configured : 1
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end
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# Apply a params hash of allowed keys to the account's custom_attributes and persist.
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# Returns the resulting config hash. Ignores/merges only known keys.
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def update!(account, params)
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attrs = account.custom_attributes || {}
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KEYS.each do |key|
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attrs[key] = params[key] if params.key?(key)
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end
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account.update!(custom_attributes: attrs)
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config(account)
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end
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# @return [Hash] full current config
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def config(account)
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{
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enabled: enabled?(account),
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system_prompt: system_prompt(account),
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guardrail_prompt: guardrail_prompt(account),
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out_of_scope_reply: out_of_scope_reply(account),
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call_mode: call_mode(account)
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}
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end
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def value_or_default(account, key, default)
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value = account.custom_attributes[key]
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value.presence || default
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end
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end
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