AI support with human escalation

npm install @botmesh/core @botmesh/ai @anthropic-ai/sdk @botmesh/baileys

// bot.js
import { Bot, defineBot, isMainModule } from '@botmesh/core'
import { BaileysProvider } from '@botmesh/baileys'
import { aiPlugin } from '@botmesh/ai'

// Where agents receive the summaries: a group or an agent's chat id ('agents' in the simulator).
const AGENTS_CHAT = process.env.AGENTS_CHAT_ID ?? 'agents'

const PERSONA = [
  'You are the support assistant of Skyline Internet, a home internet provider.',
  'Help with connection problems, plans and bills, in short messages.',
  'Call escalate_to_human when the customer asks for a person, is upset, or needs something you cannot do:',
  'refunds, contract changes or technician visits. Never promise refunds or visits yourself.',
].join(' ')

const createBot = defineBot((provider) => {
  // While a chat is handed off, only the /bot command still reaches the bot.
  const bot = new Bot({ provider, handoff: { allowCommands: ['bot'] } })

  // Best effort: a failed notification is logged, it never blocks the handoff or crashes the bot.
  const notifyAgents = (text) =>
    bot.send(AGENTS_CHAT, text).catch((err) => bot.logger.warn({ err }, 'could not notify the agents'))

  const tools = {
    escalate_to_human: {
      description: 'Hand the chat to a human agent, with a summary the agent can act on without reading the chat.',
      schema: {
        type: 'object',
        properties: {
          reason: { type: 'string', enum: ['customer_request', 'refund', 'technician', 'upset_customer', 'other'] },
          summary: { type: 'string', description: 'Two or three lines: the problem, what was tried, what the customer wants.' },
        },
        required: ['reason', 'summary'],
        additionalProperties: false,
      },
      handler: async ({ reason, summary }, { ctx }) => {
        await ctx.handoff({ reason, meta: { summary } }) // first: the bot stops answering this chat
        await notifyAgents(`🆘 New case from ${ctx.from} (${reason})\n${summary}`)
        return { handedOff: true }
      },
    },
  }

  bot.plug(aiPlugin({
    provider: 'anthropic',
    apiKey: process.env.ANTHROPIC_API_KEY,
    model: 'claude-sonnet-5-5',
    persona: PERSONA,
    tools,
  }))

  // A handed-off chat still emits 'message': relay it to the agents.
  bot.on('message', (ctx) => {
    if (bot.isHandedOff(ctx.from)) void notifyAgents(`💬 ${ctx.from}: ${ctx.body}`)
  })

  // Return the chat to the bot. Your inbox can call bot.resume(chatId) when the agent closes the case.
  bot.command('bot', async (ctx) => {
    await bot.resume(ctx.from, { reason: 'back to the bot' })
    await ctx.reply('🤖 The assistant is back. How can I help?')
  })

  return bot
})

export default createBot

// `node bot.js` connects to WhatsApp; `npx botmesh dev bot.js` skips this block.
if (isMainModule(import.meta)) {
  if (!process.env.AGENTS_CHAT_ID) throw new Error('Set AGENTS_CHAT_ID to the chat where your agents get the cases')
  const bot = await createBot(new BaileysProvider({ session: 'support-bot' }))
  bot.on('handoff', ({ chatId, reason }) => console.log(`👤 ${chatId} handed to a human (${reason})`))
  await bot.start()
}

npx botmesh dev bot.js --env-file .env   # .env has the line ANTHROPIC_API_KEY=sk-ant-...

user › my internet has been down since yesterday
bot › Sorry about that! Please unplug your router for 30 seconds and plug it back in. Did that help?
user › I already did that twice. I want a technician and a refund
bot → agents › 🆘 New case from user (technician)
               Internet down since yesterday; router restarted twice with no change. Wants a technician visit and a refund for the days without service.
bot › I have passed your case to our team: a person will write to you here shortly.
bot → agents › 💬 user: I already did that twice. I want a technician and a refund
user › hello?
bot → agents › 💬 user: hello?
user › /bot
bot › 🤖 The assistant is back. How can I help?