feat: Improve reply suggestions using help center articles (#9026)

enterprise/lib/chat_gpt.rb

@@ -8,9 +8,9 @@ class ChatGpt
     @messages = [system_message(context_sections)]
   end
 
-  def generate_response(input, previous_messages = [])
+  def generate_response(input, previous_messages = [], role = 'user')
     @messages += previous_messages
-    @messages << { 'role': 'user', 'content': input } if input.present?
+    @messages << { 'role': role, 'content': input } if input.present?
 
     response = request_gpt
     JSON.parse(response['choices'][0]['message']['content'].strip)

enterprise/lib/enterprise/integrations/openai_processor_service.rb

@@ -3,6 +3,24 @@ module Enterprise::Integrations::OpenaiProcessorService
                            make_friendly make_formal simplify].freeze
   CACHEABLE_EVENTS = %w[label_suggestion].freeze
 
+  def reply_suggestion_message
+    return super unless conversation.inbox.response_bot_enabled?
+
+    messages = conversation_messages(in_array_format: true)
+    last_message = messages.pop
+
+    robin_response = ChatGpt.new(
+      Enterprise::MessageTemplates::ResponseBotService.response_sections(last_message[:content], conversation.inbox)
+    ).generate_response(
+      last_message[:content], messages, last_message[:role]
+    )
+    message_content = robin_response['response']
+    if robin_response['context_ids'].present?
+      message_content += Enterprise::MessageTemplates::ResponseBotService.generate_sources_section(robin_response['context_ids'])
+    end
+    message_content
+  end
+
   def label_suggestion_message
     payload = label_suggestion_body
     return nil if payload.blank?
@@ -19,8 +37,6 @@ module Enterprise::Integrations::OpenaiProcessorService
   private
 
   def labels_with_messages
-    conversation = find_conversation
-
     return nil unless valid_conversation?(conversation)
 
     labels = hook.account.labels.pluck(:title).join(', ')

lib/integrations/openai/processor_service.rb

@@ -62,7 +62,6 @@ class Integrations::Openai::ProcessorService < Integrations::OpenaiBaseService
   end
 
   def conversation_messages(in_array_format: false)
-    conversation = find_conversation
     messages = init_messages_body(in_array_format)
 
     add_messages_until_token_limit(conversation, messages, in_array_format)
@@ -70,7 +69,7 @@ class Integrations::Openai::ProcessorService < Integrations::OpenaiBaseService
 
   def add_messages_until_token_limit(conversation, messages, in_array_format, start_from = 0)
     character_count = start_from
-    conversation.messages.chat.reorder('id desc').each do |message|
+    conversation.messages.where(message_type: [:incoming, :outgoing]).where(private: false).reorder('id desc').each do |message|
       character_count, message_added = add_message_if_within_limit(character_count, message, messages, in_array_format)
       break unless message_added
     end

lib/integrations/openai_base_service.rb

@@ -1,8 +1,8 @@
 class Integrations::OpenaiBaseService
-  # 3.5 support 4,096 tokens
+  # 3.5 support 16,385 tokens
   # 1 token is approx 4 characters
-  # 4,096 * 4 = 16,384 characters, sticking to 15,000 to be safe
-  TOKEN_LIMIT = 15_000
+  # 16385 * 4 = 65540 characters, sticking to 50,000 to be safe
+  TOKEN_LIMIT = 50_000
   API_URL = 'https://api.openai.com/v1/chat/completions'.freeze
   GPT_MODEL = 'gpt-3.5-turbo'.freeze
 
@@ -31,7 +31,6 @@ class Integrations::OpenaiBaseService
   def cache_key
     return nil unless event_is_cacheable?
 
-    conversation = find_conversation
     return nil unless conversation
 
     # since the value from cache depends on the conversation last_activity_at, it will always be fresh
@@ -52,8 +51,8 @@ class Integrations::OpenaiBaseService
     Redis::Alfred.setex(cache_key, response)
   end
 
-  def find_conversation
-    hook.account.conversations.find_by(display_id: event['data']['conversation_display_id'])
+  def conversation
+    @conversation ||= hook.account.conversations.find_by(display_id: event['data']['conversation_display_id'])
   end
 
   def valid_event_name?