wehub-resource-sync
275 lines
9.8 KiB
TypeScript
275 lines
9.8 KiB
TypeScript
import * as sdk from '@botpress/sdk'
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import hitl from './bp_modules/hitl'
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export const NULL_MESSAGE_CODE = 'NULL'
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export const DEFAULT_HITL_HANDOFF_MESSAGE =
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'I have escalated this conversation to a human agent. They should be with you shortly.'
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export const DEFAULT_HUMAN_AGENT_ASSIGNED_MESSAGE = 'A human agent has joined the conversation.'
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export const DEFAULT_HITL_STOPPED_MESSAGE = 'The human agent closed the conversation. I will continue assisting you.'
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export const DEFAULT_USER_HITL_CANCELLED_MESSAGE = '( The user has ended the session. )'
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export const DEFAULT_INCOMPATIBLE_MSGTYPE_MESSAGE =
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'Sorry, the user can not receive this type of message. Please resend your message as a text message.'
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export const DEFAULT_USER_HITL_CLOSE_COMMAND = '/end'
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export const DEFAULT_USER_HITL_COMMAND_MESSAGE =
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'You have ended the session with the human agent. I will continue assisting you.'
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export const DEFAULT_AGENT_ASSIGNED_TIMEOUT_MESSAGE =
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'No human agent is available at the moment. Please try again later. I will continue assisting you for the time being.'
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const _nullCodeDescription = `Use "${NULL_MESSAGE_CODE}" to indicate that no message should be sent.`
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const PLUGIN_CONFIG_SCHEMA = sdk.z.object({
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onHitlHandoffMessage: sdk.z
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.string()
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.title('Escalation Started Message')
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.describe(`The message to send to the user when transferring to a human agent. ${_nullCodeDescription}`)
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.optional()
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.placeholder(DEFAULT_HITL_HANDOFF_MESSAGE),
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onHumanAgentAssignedMessage: sdk.z
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.string()
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.title('Human Agent Assigned Message')
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.describe(`The message to send to the user when a human agent is assigned. ${_nullCodeDescription}`)
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.optional()
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.placeholder(DEFAULT_HUMAN_AGENT_ASSIGNED_MESSAGE),
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onHitlStoppedMessage: sdk.z
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.string()
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.title('Escalation Terminated Message')
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.describe(
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`The message to send to the user when the HITL session stops and control is transferred back to bot. ${_nullCodeDescription}`
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)
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.optional()
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.placeholder(DEFAULT_HITL_STOPPED_MESSAGE),
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onUserHitlCancelledMessage: sdk.z
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.string()
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.title('Escalation Aborted Message')
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.describe(
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`The message to send to the human agent when the user abruptly ends the HITL session. ${_nullCodeDescription}`
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)
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.optional()
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.placeholder(DEFAULT_USER_HITL_CANCELLED_MESSAGE),
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onIncompatibleMsgTypeMessage: sdk.z
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.string()
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.title('Incompatible Message Type Warning')
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.describe(
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`The warning to send to the human agent when they send a message that is not supported by the hitl session. ${_nullCodeDescription}`
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)
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.optional()
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.placeholder(DEFAULT_INCOMPATIBLE_MSGTYPE_MESSAGE),
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onUserHitlCloseMessage: sdk.z
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.string()
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.title('Termination Command Message')
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.describe(
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`The message to send to the user when they end the HITL session using the termination command. ${_nullCodeDescription}`
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)
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.optional()
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.placeholder(DEFAULT_USER_HITL_COMMAND_MESSAGE),
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onAgentAssignedTimeoutMessage: sdk.z
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.string()
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.title('Agent Assigned Timeout Message')
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.describe(
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`The message to send to the user when no human agent is assigned within the timeout period. ${_nullCodeDescription}`
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)
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.optional()
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.placeholder(DEFAULT_AGENT_ASSIGNED_TIMEOUT_MESSAGE),
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userHitlCloseCommand: sdk.z
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.string()
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.title('Termination Command')
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.describe(
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'Users may send this command to end the HITL session at any time. It is case-insensitive, so it works regardless of letter casing.'
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)
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.optional()
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.placeholder(DEFAULT_USER_HITL_CLOSE_COMMAND),
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agentAssignedTimeoutSeconds: sdk.z
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.number()
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.title('Agent Assigned Timeout')
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.describe(
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'The time in seconds to wait before giving up and telling the user that no human agent is available. Set to 0 to disable'
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)
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.nonnegative()
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.optional()
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.placeholder('0'),
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useHumanAgentInfo: sdk.z
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.boolean()
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.default(true)
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.title('Use Human Agent Info')
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.describe(
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'(Works only with webchat) Enable this to use the human agent name and photo (if available) as the bot name and photo while in HITL session.'
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),
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flowOnHitlStopped: sdk.z
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.boolean()
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.default(true)
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.title('Continue Flow on Session End?')
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.describe('Enable this to continue the flow when the HITL session ends. Otherwise, the flow waits for user input.'),
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})
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export default new sdk.PluginDefinition({
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name: 'hitl',
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version: '1.4.0',
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title: 'Human In The Loop',
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description: 'Seamlessly transfer conversations to human agents',
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icon: 'icon.svg',
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readme: 'hub.md',
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configuration: {
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schema: PLUGIN_CONFIG_SCHEMA,
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},
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actions: {
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startHitl: {
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title: 'Start HITL',
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description: 'Starts the HITL session',
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input: {
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schema: ({ entities }) =>
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sdk.z
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.object({
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title: sdk.z.string().title('Ticket Title').describe('Title of the HITL ticket'),
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description: sdk.z
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.string()
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.title('Ticket Description')
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.optional()
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.describe('Description of the HITL ticket'),
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hitlSession: entities.hitl.hitlSession
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.optional()
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.title('Extra configuration')
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.describe('Configuration of the HITL session'),
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userId: sdk.z
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.string()
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.title('User ID')
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.describe('ID of the user that starts the HITL session')
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.placeholder('{{ event.userId }}'),
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userEmail: sdk.z
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.string()
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.title('User Email')
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.optional()
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.describe(
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'Email of the user that starts the HITL session. If this value is unset, the agent will try to use the email provided by the channel.'
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),
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conversationId: sdk.z
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.string()
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.title('Conversation ID') // this is the upstream conversation
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.describe('ID of the conversation on which to start the HITL session')
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.placeholder('{{ event.conversationId }}'),
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configurationOverrides: PLUGIN_CONFIG_SCHEMA.partial()
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.optional()
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.title('Configuration Overrides')
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.describe('Use this to override the global configuration for this specific HITL session'),
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})
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.passthrough(),
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},
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output: { schema: sdk.z.object({}) },
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},
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stopHitl: {
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title: 'Stop HITL',
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description: 'Stop the HITL session',
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input: {
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schema: sdk.z.object({
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conversationId: sdk.z
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.string()
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.describe('ID of the conversation on which to stop the HITL session')
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.placeholder('{{ event.conversationId }}'),
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}),
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},
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output: { schema: sdk.z.object({}) },
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},
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},
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states: {
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hitl: {
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type: 'conversation',
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schema: sdk.z.object({
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hitlActive: sdk.z.boolean().title('Is HITL Enabled?').describe('Whether the conversation is in HITL session'),
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}),
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},
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initiatingUser: {
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type: 'conversation',
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schema: sdk.z.object({
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upstreamUserId: sdk.z
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.string()
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.title('Upstream User ID')
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.describe('The ID of the user that triggered the HITL session (set on the upstream conversation)'),
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}),
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},
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effectiveSessionConfig: {
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type: 'conversation',
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schema: PLUGIN_CONFIG_SCHEMA,
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},
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},
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user: {
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tags: {
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downstream: {
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title: 'Downstream User ID',
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description: 'ID of the downstream user bound to the upstream one',
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},
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upstream: {
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title: 'Upstream User ID',
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description: 'ID of the upstream user bound to the downstream one',
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},
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integrationName: {
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title: 'HITL Integration Name',
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description: 'Name of the integration which created the downstream user',
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},
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},
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},
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conversation: {
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tags: {
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downstream: {
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title: 'Downstream Conversation ID',
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description: 'ID of the downstream conversation bound to the upstream one',
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},
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upstream: {
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title: 'Upstream Conversation ID',
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description: 'ID of the upstream conversation bound to the downstream one',
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},
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humanAgentId: {
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title: 'Human Agent ID',
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description: 'ID of the human agent assigned to the ticket',
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},
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humanAgentName: {
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title: 'Human Agent Name',
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description: 'Name of the human agent assigned to the ticket',
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},
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hitlEndReason: {
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title: 'HITL End Reason',
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description: 'Reason why the HITL session ended',
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},
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startMessageId: {
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title: 'Start Message ID',
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description: 'ID of the user message that initiated the HITL session',
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},
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},
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},
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message: {
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tags: {
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downstream: {
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title: 'Downstream Message ID',
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description: 'ID of the downstream message bound to the upstream one',
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},
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upstream: {
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title: 'Upstream Message ID',
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description: 'ID of the upstream message bound to the downstream one',
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},
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additionalData: {
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title: 'Additional Data',
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description: 'Additional data optionally sent with the message by the downstream integration',
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},
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},
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},
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interfaces: {
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hitl: sdk.version.allWithinMajorOf(hitl),
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},
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events: {
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humanAgentAssignedTimeout: {
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schema: sdk.z.object({
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sessionStartedAt: sdk.z
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.string()
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.title('Session Started At')
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.describe('Timestamp of when the HITL session started'),
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downstreamConversationId: sdk.z
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.string()
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.title('Downstream Conversation ID')
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.describe('ID of the downstream conversation'),
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}),
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},
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continueWorkflow: {
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schema: sdk.z.object({
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conversationId: sdk.z.string().title('Upstream Conversation ID').describe('ID of the upstream conversation'),
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}),
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},
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},
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})
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