Draft answers to new support tickets and share them in Slack

from clickruntime import on_event, credentials, http, notify, ai

HOST, NS = "https://kb-abc123.svc.aped-1234.pinecone.io", "help-center"

def search(text, k=5):
    r = http.post(f"{HOST}/records/namespaces/{NS}/search", json={"query": {"inputs": {"text": text}, "top_k": k}}, headers={
        "Api-Key": credentials.secret("PINECONE_API_KEY"), "X-Pinecone-API-Version": "2025-04"}).json()
    return [h["fields"] for h in r["result"]["hits"]]

@on_event
def handle(event):
    t = event.json or {}
    text = f"{t.get('subject', '')}\n{t.get('message', '')}".strip()[:2000]
    if not text:
        return {"skipped": "empty ticket"}
    hits = [h for h in search(text, 4)]
    kb = "\n\n".join(f"[{h.get('title', 'article')}] {h['chunk_text']}" for h in hits)
    draft = ai.generate(f"Draft a friendly support reply using only these articles. If none apply, say 'No matching article.'"
                        f"\n\n{kb}\n\nTicket:\n{text}", max_output_tokens=400).text
    notify.slack(f"🎫 *#{t.get('id', '?')}* {t.get('subject', '')} ({t.get('email', 'unknown')})\n>{t.get('message', '')[:300]}\n"
                 f"*Draft:*\n{draft}\n_Sources: {', '.join(sorted({h.get('title', 'article') for h in hits}))}_", channel="#support")
    return {"ticket": t.get("id")}