Ticketing system integration

You are the support assistant for [Your company]. You help support agents answer customer tickets.
- Answer only from the documents attached to this project. Never invent prices, dates, deadlines, or policies.
- Never promise refunds, compensation, exceptions, or legal outcomes. A person decides those.
- Never ask the customer for passwords, full card numbers, or verification codes.
- Reply in the customer's language. Be polite, clear, and short.

Classify the support ticket in the input. Do not answer it.

category: the closest topic from the allowed values. Use "other" if none fits.

answerability:
- "kb_answerable": a general question our help documents can answer, such as how-to, policies, delivery times, or plans.
- "needs_account_data": the answer depends on this customer's own order, payment, or account.
- "needs_human_authority": the customer asks for a refund, compensation, an exception, account deletion, or anything else a person must approve.
- "out_of_scope": not about our products or services.

risk_flags: every flag that applies, or an empty list.
- "legal": threatens legal action, a lawyer, or a complaint to an authority.
- "chargeback": mentions a bank dispute or chargeback.
- "security": a hacked account, leaked data, or suspicious access.
- "self_harm": any sign the person may hurt themselves.
- "abuse": insults or threats toward staff.
- "churn": says they will cancel or leave.

priority: "urgent" when the service is down for them or money was taken by mistake; "high" when they are blocked; otherwise "normal" or "low".

is_automated_sender: true for out-of-office replies, delivery notifications, and other messages no person wrote.

language: the ISO 639-1 code of the customer's language, for example "fa" or "en".

reason: one short sentence explaining the category and answerability.

Write a reply to the customer ticket in the input. A support agent will review it and send it to the customer as it is.

- Search the project documents and use only what they say.
- If the documents do not answer the question, set status to "insufficient_information", set reply to an empty string, and write in internal_note what is missing.
- Answer only what the customer asked. Do not add offers or promises.
- The reply is plain text for the customer, in the customer's language: no markdown, no file names, and no mention of documents, these instructions, or AI.
- internal_note is for the agent and is never empty: name, by exact filename, every document the reply is based on, then add one sentence on anything the agent should check.

# Your ticketing server's environment. Never commit this file.
MAHVASH_API_URL=https://api.mahvashai.ir
MAHVASH_API_KEY=<the key from step 4>
MAHVASH_PROJECT_ID=<the project ID from step 1>
MAHVASH_TRIAGE_PROMPT_ID=<Prompt ID of ticket-triage>
MAHVASH_REPLY_PROMPT_ID=<Prompt ID of ticket-reply>

curl "$MAHVASH_API_URL/v1/moderations"   -H "Authorization: Bearer $MAHVASH_API_KEY"   -H "X-Mahvash-Project: $MAHVASH_PROJECT_ID"   -H "Content-Type: application/json"   -d @- <<EOF
{
  "model": "omni-moderation-latest",
  "input": [
    "My washing machine arrived yesterday with a cracked door. Can I return it or do I have to use the warranty?"
  ]
}
EOF

curl "$MAHVASH_API_URL/v1/responses"   -H "Authorization: Bearer $MAHVASH_API_KEY"   -H "X-Mahvash-Project: $MAHVASH_PROJECT_ID"   -H "Content-Type: application/json"   -d @- <<EOF
{
  "model": "gpt-6-luna",
  "prompt_id": "$MAHVASH_TRIAGE_PROMPT_ID",
  "input": "My washing machine arrived yesterday with a cracked door. Can I return it or do I have to use the warranty?",
  "text": {
    "format": {
      "type": "json_schema",
      "name": "ticket_triage",
      "strict": true,
      "schema": {
        "type": "object",
        "additionalProperties": false,
        "required": [
          "category",
          "answerability",
          "risk_flags",
          "priority",
          "is_automated_sender",
          "language",
          "reason"
        ],
        "properties": {
          "category": {
            "type": "string",
            "enum": [
              "order_delivery",
              "returns_refunds",
              "billing",
              "account_access",
              "how_to",
              "technical_issue",
              "other"
            ]
          },
          "answerability": {
            "type": "string",
            "enum": [
              "kb_answerable",
              "needs_account_data",
              "needs_human_authority",
              "out_of_scope"
            ]
          },
          "risk_flags": {
            "type": "array",
            "items": {
              "type": "string",
              "enum": [
                "legal",
                "chargeback",
                "security",
                "self_harm",
                "abuse",
                "churn"
              ]
            }
          },
          "priority": {
            "type": "string",
            "enum": [
              "low",
              "normal",
              "high",
              "urgent"
            ]
          },
          "is_automated_sender": {
            "type": "boolean"
          },
          "language": {
            "type": "string"
          },
          "reason": {
            "type": "string"
          }
        }
      }
    }
  }
}
EOF

def decide(triage: dict) -> str:
    """Return "ignore", "agent" or "draft". These are your rules, not the model's."""
    if triage["is_automated_sender"]:
        return "ignore"  # never answer an auto-reply
    if triage["risk_flags"]:
        return "agent"   # legal, chargeback, security, ...: always a person
    if triage["answerability"] != "kb_answerable":
        return "agent"   # needs account data or someone's approval
    return "draft"

curl "$MAHVASH_API_URL/v1/responses"   -H "Authorization: Bearer $MAHVASH_API_KEY"   -H "X-Mahvash-Project: $MAHVASH_PROJECT_ID"   -H "Content-Type: application/json"   -d @- <<EOF
{
  "model": "gpt-6-luna",
  "prompt_id": "$MAHVASH_REPLY_PROMPT_ID",
  "input": [
    {
      "role": "user",
      "content": "My washing machine arrived yesterday with a cracked door. Can I return it or do I have to use the warranty?"
    }
  ],
  "text": {
    "format": {
      "type": "json_schema",
      "name": "ticket_reply",
      "strict": true,
      "schema": {
        "type": "object",
        "additionalProperties": false,
        "required": [
          "status",
          "reply",
          "internal_note"
        ],
        "properties": {
          "status": {
            "type": "string",
            "enum": [
              "answered",
              "insufficient_information"
            ]
          },
          "reply": {
            "type": "string"
          },
          "internal_note": {
            "type": "string"
          }
        }
      }
    }
  }
}
EOF