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Exclude email-origin messages from intercom responses #72

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Merged
merged 2 commits into from
Jul 16, 2025
Merged

Exclude email-origin messages from intercom responses #72

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04fe54c
exclude emails from intercom responses
commit111 Jul 16, 2025
3c9cacb
minor restructuring of code
commit111 Jul 16, 2025
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24 changes: 18 additions & 6 deletions app/app.py
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Original file line number Diff line number Diff line change
Expand Up @@ -158,7 +158,7 @@ def handle_webhook():
topic = data.get('topic')
logger.info(f"Webhook topic: {topic}")
if topic == 'conversation.admin.replied':

# In this case, the webhook event is an admin reply
# Check if the admin is a bot or human based on presence of a message marker (e.g., "🤖") in the last message
last_message = data.get('data', {}).get('item', {}).get('conversation_parts', {}).get('conversation_parts', [])[-1].get('body', '')
last_message_text = parse_html_to_text(last_message)
Expand All @@ -174,15 +174,27 @@ def handle_webhook():
# Mark the conversation as replied by a human admin to skip LLM responses in the future
set_conversation_human_replied(conversation_id, r)
logger.info(f"Successfully marked conversation {conversation_id} as human admin-replied.")
elif topic == 'conversation.user.replied':
# In this case, the webhook event is a user reply, not an admin reply
# Check if the conversation was replied previously by a human admin
if is_conversation_human_replied(conversation_id, r):
logger.info(f"Conversation {conversation_id} already marked as human admin-replied; no action taken.")

elif topic == 'conversation.user.replied' or topic == 'conversation.user.created':
# In this case, the webhook event is a user reply or a new user conversation
# Check if the conversation is of type email, and skip processing if so
conversation_type = data.get('data', {}).get('item', {}).get('source', {}).get('type')
if conversation_type == 'email':
logger.info(f"Conversation {conversation_id} is of type email; no action taken.")
return 'OK'

# Check if it is a user reply and do the admin-replied checks if so
# For new user conversations, we will skip admin-replied check to avoid false positives from Intercom auto-replies
if topic == 'conversation.user.replied':
# Check if the conversation was replied previously by a human admin and skip processing if so
if is_conversation_human_replied(conversation_id, r):
logger.info(f"Conversation {conversation_id} already marked as human admin-replied; no action taken.")
return 'OK'

# Fetch the conversation and generate an LLM answer for the user
logger.info(f"Detected a user reply in conversation {conversation_id}; fetching an answer from LLM...")
answer_intercom_conversation(app.rag_system, conversation_id)

else:
logger.info(f"Received webhook for unsupported topic: {topic}; no action taken.")
return 'OK'
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