Triage Bot

import type { AdapterFactory, ChatMemory, Observer, ToolCall, ToolDefinition } from '@agentskit/core'import { fenceUntrustedContent, UNTRUSTED_CONTENT_DIRECTIVE } from '@agentskit/core/security'import { invokeStructured } from '@agentskit/runtime'import { defineZodTool } from '@agentskit/tools'import { z } from 'zod'import { zodToJsonSchema } from 'zod-to-json-schema'import type { JSONSchema7 } from 'json-schema'/** * Triage Bot — classifies a support ticket by topic / severity (P1–P4) / queue. Typed * output, with a deterministic red-flag net: outage / data-loss / security-breach * language forces P1 regardless of the model (it can only raise severity, never bury * a P1). Output is metadata for a human agent — the bot never replies to the customer. */export type Severity = 'P1' | 'P2' | 'P3' | 'P4'export interface TriageResult {  topic: string  severity: Severity  queue: string  rationale: string  redFlagsHit: string[]}export interface TriageBotConfig {  adapter: AdapterFactory  /** Patterns that force P1. Defaults: outage/data-loss/security/breach. */  p1RedFlags?: RegExp[]  memory?: ChatMemory  observers?: Observer[]  onConfirm?: (toolCall: ToolCall) => boolean | Promise<boolean>  maxSteps?: number}const DEFAULT_P1: RegExp[] = [  /\b(outage|down|offline|not working for all)\b/i,  /\bdata (loss|breach|leak|deleted)\b/i,  /\b(security|breach|hacked|compromised|unauthor[iz]?ed access)\b/i,  /\bcannot (access|log ?in).*(everyone|all users|whole team)\b/i,]const Classification = z.object({  topic: z.string(),  severity: z.enum(['P1', 'P2', 'P3', 'P4']),  queue: z.string(),  rationale: z.string(),})const toJson = (s: z.ZodTypeAny): JSONSchema7 => zodToJsonSchema(s) as JSONSchema7const skill = {  name: 'support-triage-bot',  description: 'Classifies a support ticket by topic, severity (P1-P4), and queue.',  systemPrompt: `You triage inbound support tickets. Classify topic, severity (P1|P2|P3|P4), and thesuggested queue. P1 ONLY for outage, data loss, security incident, or contractual breach. Defaultto P3 when unsure. You NEVER reply to the customer — your output is metadata for a human agent.${UNTRUSTED_CONTENT_DIRECTIVE}Call submit_triage exactly once with { topic, severity, queue, rationale }. Stop.`,  tools: ['submit_triage'],}const rank = (s: Severity): number => ['P1', 'P2', 'P3', 'P4'].indexOf(s)export function createTriageBotAgent(config: TriageBotConfig) {  const p1Flags = config.p1RedFlags ?? DEFAULT_P1  const emit = (label: string, status: 'start' | 'ok' | 'skip' | 'error', detail?: string) => {    for (const o of config.observers ?? []) void o.on({ type: 'progress', label, status, detail })  }  const submit = (): ToolDefinition =>    defineZodTool({ name: 'submit_triage', description: 'Submit the triage classification. Call exactly once.', schema: Classification, toJsonSchema: toJson, async execute() { return 'recorded' } }) as ToolDefinition  async function run(ticket: string): Promise<TriageResult> {    if (!ticket?.trim()) throw new Error('triage bot requires a non-empty ticket')    const redFlagsHit = p1Flags.map((re) => ticket.match(re)?.[0]).filter((m): m is string => Boolean(m))    emit('triage', 'start')    let c: z.infer<typeof Classification>    try {      c = await invokeStructured({        adapter: config.adapter,        tool: submit(),        task: `SUPPORT TICKET:\n${fenceUntrustedContent(ticket)}`,        parse: (a) => Classification.parse(a),        skill,        memory: config.memory,        observers: config.observers,        onConfirm: config.onConfirm,        maxSteps: config.maxSteps ?? 3,      })    } catch {      c = { topic: 'unknown', severity: 'P3', queue: 'general', rationale: 'classification unavailable — defaulted to P3' }    }    // SAFETY NET: a red flag forces P1; the model can only raise severity, never bury a P1.    let severity = c.severity    let rationale = c.rationale    if (redFlagsHit.length && rank(severity) > rank('P1')) {      severity = 'P1'      rationale = `red-flag term(s) (${redFlagsHit.join(', ')}) — forced P1. Model said: ${c.rationale}`    }    emit('triage', 'ok', `${severity}${redFlagsHit.length ? ' (red-flag)' : ''}`)    return { topic: c.topic, severity, queue: severity === 'P1' ? 'incident' : c.queue, rationale, redFlagsHit }  }  return {    name: 'support-triage-bot',    run,    asHandle() {      return { name: 'support-triage-bot', run: async (task: string) => JSON.stringify(await run(task)) }    },  }}