Answer Telegram bot messages and escalate urgent ones to Slack

from slack_sdk import WebClient
from clickruntime import on_event, credentials, http, state, ai

SCHEMA = {"type": "object", "properties": {"category": {"type": "string"}, "urgent": {"type": "boolean"}, "reply": {"type": "string"}}}

@on_event
def handle(event):
    msg = (event.json or {}).get("message") or {}
    text, chat = msg.get("text"), (msg.get("chat") or {}).get("id")
    if not text or not chat:
        return {"skipped": "no text"}
    try:
        out = ai.generate(f"Customer message to a delivery company:\n{text[:2000]}\nGive category, urgent (complaint or time-critical), and a short polite reply.",
                          max_output_tokens=200, json_schema=SCHEMA).json
    except ai.AIError:
        out = {"category": "unknown", "urgent": True, "reply": "Thanks, we got your message and a person will reply shortly."}
    http.post(f"https://api.telegram.org/bot{credentials.secret('TELEGRAM_BOT_TOKEN')}/sendMessage", json={"chat_id": chat, "text": out["reply"]})
    key = f"escalated:{chat}"
    if out["urgent"] and not state.get(key):
        who = (msg.get("from") or {}).get("first_name", "Customer")
        WebClient(token=credentials.connection("slack", "work")).chat_postMessage(
            channel="#support", text=f":rotating_light: {out['category']} from {who} (chat {chat}):\n> {text[:1000]}")
        state.set(key, msg.get("date"))
    return {"category": out["category"], "urgent": out["urgent"]}