135 lines
4.2 KiB
Python
135 lines
4.2 KiB
Python
import datetime
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import logging
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from sqlalchemy import select
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from app.database import async_session
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from app.models import BotUser, BotConversation, BotMessage, BotTicket, BotTicketMessage, BotTicketStatus
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from app.max_api import max_api
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from app.settings_cache import settings_cache
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from app.email_sender import email_sender
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logger = logging.getLogger(__name__)
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MOSCOW_TZ = datetime.timezone(datetime.timedelta(hours=3))
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def moscow_now():
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return datetime.datetime.now(MOSCOW_TZ).replace(tzinfo=None)
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async def handle_inquiry(user_id: int, conv_id: int, text: str) -> None:
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async with async_session() as db:
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result = await db.execute(
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select(BotConversation).where(BotConversation.id == conv_id)
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)
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conv = result.scalar_one_or_none()
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if not conv:
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return
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user_result = await db.execute(select(BotUser).where(BotUser.id == user_id))
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user = user_result.scalar_one_or_none()
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if not user:
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await max_api.send_message(
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user_id,
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"Произошла ошибка при обработке запроса. Пожалуйста, попробуйте ещё раз позже.",
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conversation_id=conv_id,
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)
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return
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conv.inquiry_text = text
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conv.state = "escalated"
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await _finalize_ticket_in_tx(db, user_id, conv, user, text)
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await db.commit()
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async def _finalize_ticket_in_tx(
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db,
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user_id: int,
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conv: BotConversation,
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user: BotUser,
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inquiry_text: str,
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) -> None:
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user_name = user.first_name or user.last_name or ""
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ticket_title = f"Обращение от {user_name or 'клиента'} ({user_id})"
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if len(inquiry_text) > 100:
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ticket_title = inquiry_text[:97] + "..."
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ticket = BotTicket(
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user_id=user_id,
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title=ticket_title,
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description=inquiry_text,
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priority="normal",
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status="Новая",
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created_by="bot",
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contact_name=f"{user.first_name or ''} {user.last_name or ''}".strip() or None,
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contact_phone=user.phone,
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contact_email=user.email,
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)
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db.add(ticket)
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await db.flush()
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msg = BotTicketMessage(
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ticket_id=ticket.id,
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direction="incoming",
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text=inquiry_text,
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)
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db.add(msg)
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status_log = BotTicketStatus(
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ticket_id=ticket.id,
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new_status="Новая",
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changed_by="bot",
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)
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db.add(status_log)
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conv.state = "completed"
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user.total_tickets = (user.total_tickets or 0) + 1
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user_info = f"ID: {user_id}\nИмя: {user.first_name or 'не указано'} {user.last_name or ''}"
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contact = user.phone or "не указан"
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history = await _get_conversation_history(conv.id)
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support_email = await settings_cache.get("support_email", "zakaz@aegisone.ru")
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email_subject = await settings_cache.get(
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"email_subject",
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"Обращение через Виртуального помощника AegisOne Engineering",
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)
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import asyncio
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loop = asyncio.get_running_loop()
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await loop.run_in_executor(None, lambda: email_sender.send_ticket_escalation(
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to=support_email,
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subject=email_subject,
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user_info=user_info,
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contact=contact,
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inquiry=inquiry_text,
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history=history,
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))
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await max_api.send_message(
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user_id,
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f"Зафиксировала: {inquiry_text}\n\n"
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f"Ваша заявка отправлена инженеру. В ближайшее время он обязательно "
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f"свяжется с вами.",
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conversation_id=conv.id,
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)
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async def _get_conversation_history(conv_id: int) -> str:
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async with async_session() as db:
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result = await db.execute(
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select(BotMessage)
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.where(BotMessage.conversation_id == conv_id)
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.order_by(BotMessage.id)
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)
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messages = result.scalars().all()
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lines = []
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for msg in messages:
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direction = "Клиент" if msg.direction == "incoming" else "Бот"
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time_str = msg.created_at.strftime("%d.%m.%Y %H:%M") if msg.created_at else ""
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lines.append(f"[{time_str}] {direction}: {msg.text or ''}")
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return "\n".join(lines)
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