`
+
type Policy struct {
AutoCategory, AutoReply bool
CategoryConfidence, ReplyConfidence, KnowledgeMinScore float64
@@ -18,9 +20,10 @@ type Policy struct {
CommunicationSignature string
BlockReplyOnContextError, BlockReplyOnIncident bool
ContextRelevanceMinScore float64
+ AIContentLabelEnabled bool
}
-func NewPolicy(autoCategory, autoReply bool, categoryConfidence, replyConfidence, knowledgeMinScore, knowledgeRetrievalFloor, evidenceRetrievalWeight, evidenceAIWeight, evidenceCategoryWeight float64, allowedSources, autoReplySources []string, language, style, salutation, closing, signature string, blockReplyOnContextError, blockReplyOnIncident bool, contextRelevanceMinScore float64) Policy {
+func NewPolicy(autoCategory, autoReply bool, categoryConfidence, replyConfidence, knowledgeMinScore, knowledgeRetrievalFloor, evidenceRetrievalWeight, evidenceAIWeight, evidenceCategoryWeight float64, allowedSources, autoReplySources []string, language, style, salutation, closing, signature string, aiContentLabelEnabled, blockReplyOnContextError, blockReplyOnIncident bool, contextRelevanceMinScore float64) Policy {
if evidenceRetrievalWeight+evidenceAIWeight+evidenceCategoryWeight <= 0 {
evidenceRetrievalWeight, evidenceAIWeight, evidenceCategoryWeight = .45, .35, .20
}
@@ -42,6 +45,7 @@ func NewPolicy(autoCategory, autoReply bool, categoryConfidence, replyConfidence
CommunicationSalutation: strings.TrimSpace(salutation),
CommunicationClosing: strings.TrimSpace(closing),
CommunicationSignature: strings.TrimSpace(signature),
+ AIContentLabelEnabled: aiContentLabelEnabled,
BlockReplyOnContextError: blockReplyOnContextError,
BlockReplyOnIncident: blockReplyOnIncident,
ContextRelevanceMinScore: contextRelevanceMinScore,
@@ -202,7 +206,16 @@ func (p Policy) Evaluate(t model.Ticket, d model.Decision, categories []model.Ca
}
}
res.Reply = true
- if strings.TrimSpace(hit.Doc.AnswerHTML) != "" {
+ if p.AIContentLabelEnabled {
+ // The disclosure is HTML, therefore every AI-selected automatic reply is
+ // sent as HTML. Plain-text KB answers are escaped before wrapping.
+ if strings.TrimSpace(hit.Doc.AnswerHTML) != "" {
+ res.ReplyText = p.formatRichReply(hit.Doc.AnswerHTML)
+ } else {
+ res.ReplyText = p.formatRichReply(p.plainTextToHTML(hit.Doc.Answer))
+ }
+ res.ReplyIsHTML = true
+ } else if strings.TrimSpace(hit.Doc.AnswerHTML) != "" {
res.ReplyText = p.formatRichReply(hit.Doc.AnswerHTML)
res.ReplyIsHTML = true
} else {
@@ -244,7 +257,12 @@ func (p Policy) formatReply(body string) string {
}
func (p Policy) formatRichReply(bodyHTML string) string {
- parts := make([]string, 0, 3)
+ parts := make([]string, 0, 4)
+ if p.AIContentLabelEnabled {
+ // Keep this block byte-for-byte unchanged. It is the externally defined
+ // declaration that must be the first content in every AI-selected reply.
+ parts = append(parts, AIContentLabelHTML)
+ }
if strings.TrimSpace(p.CommunicationSalutation) != "" {
parts = append(parts, ""+html.EscapeString(strings.TrimSpace(p.CommunicationSalutation))+"
") } @@ -260,6 +278,25 @@ func (p Policy) formatRichReply(bodyHTML string) string { return strings.Join(parts, "\n") } +func (p Policy) plainTextToHTML(body string) string { + normalized := strings.ReplaceAll(strings.ReplaceAll(strings.TrimSpace(body), "\r\n", "\n"), "\r", "\n") + if normalized == "" { + return "" + } + paragraphs := strings.Split(normalized, "\\n\\n") + out := make([]string, 0, len(paragraphs)) + for _, paragraph := range paragraphs { + paragraph = strings.TrimSpace(paragraph) + if paragraph == "" { + continue + } + escaped := html.EscapeString(paragraph) + escaped = strings.ReplaceAll(escaped, "\n", ""+escaped+"
") + } + return strings.Join(out, "\n") +} + func sourceSet(values []string) map[string]struct{} { out := make(map[string]struct{}, len(values)) for _, v := range values { diff --git a/internal/agent/policy_test.go b/internal/agent/policy_test.go index fc16f53..1b2a35a 100644 --- a/internal/agent/policy_test.go +++ b/internal/agent/policy_test.go @@ -8,7 +8,7 @@ import ( ) func productionTestPolicy() Policy { - return NewPolicy(true, true, .9, .97, .88, .30, .45, .35, .20, []string{"internal-kb", "vendor-docs"}, []string{"internal-kb"}, "de-DE", "formal", "Guten Tag,", "Mit freundlichen Grüßen", "IT-Service", true, true, .2) + return NewPolicy(true, true, .9, .97, .88, .30, .45, .35, .20, []string{"internal-kb", "vendor-docs"}, []string{"internal-kb"}, "de-DE", "formal", "Guten Tag,", "Mit freundlichen Grüßen", "IT-Service", true, true, true, .2) } func approvedHit(source, language, style string) []model.KnowledgeHit { @@ -33,6 +33,12 @@ func TestPolicyAutoReplyUsesApprovedKnowledge(t *testing.T) { if !r.Reply || !r.ChangeCategory { t.Fatalf("unexpected result: %+v", r) } + if !r.ReplyIsHTML { + t.Fatalf("AI-labelled reply must be HTML: %+v", r) + } + if !strings.HasPrefix(r.ReplyText, AIContentLabelHTML) { + t.Fatalf("AI content label is not the exact first content: %s", r.ReplyText) + } for _, expected := range []string{"Guten Tag,", "Bitte starten Sie", "Mit freundlichen Grüßen", "IT-Service"} { if !strings.Contains(r.ReplyText, expected) { t.Fatalf("reply missing %q: %q", expected, r.ReplyText) @@ -92,7 +98,7 @@ func TestPolicyRejectsUnknownCategoryWithoutFailingRun(t *testing.T) { var d model.Decision d.Category.ID = 99 d.Category.Confidence = 1 - p := NewPolicy(true, false, .9, .9, .8, .30, .45, .35, .20, []string{"internal-kb"}, nil, "de-DE", "formal", "", "", "", true, true, .2) + p := NewPolicy(true, false, .9, .9, .8, .30, .45, .35, .20, []string{"internal-kb"}, nil, "de-DE", "formal", "", "", "", true, true, true, .2) r, err := p.Evaluate(model.Ticket{CategoryID: 1}, d, []model.Category{{ID: 1}}, nil, model.ContextSnapshot{}) if err != nil { t.Fatal(err) @@ -103,7 +109,7 @@ func TestPolicyRejectsUnknownCategoryWithoutFailingRun(t *testing.T) { } func TestPolicyCategoryDecisionIsDeterministic(t *testing.T) { - p := NewPolicy(true, false, .9, .9, .8, .30, .45, .35, .20, []string{"internal-kb"}, nil, "de-DE", "formal", "", "", "", true, true, .2) + p := NewPolicy(true, false, .9, .9, .8, .30, .45, .35, .20, []string{"internal-kb"}, nil, "de-DE", "formal", "", "", "", true, true, true, .2) var d model.Decision d.Category.ID = 2 d.Category.Confidence = .89 @@ -148,7 +154,7 @@ func TestPolicyBlocksAutoReplyOnIncompleteContext(t *testing.T) { func TestPolicyUsesTwoStageEvidenceForShortButUnambiguousTicket(t *testing.T) { p := NewPolicy(true, true, .70, .70, .70, .30, .45, .35, .20, - []string{"internal-kb"}, []string{"internal-kb"}, "de-DE", "formal", "", "", "", true, true, .2) + []string{"internal-kb"}, []string{"internal-kb"}, "de-DE", "formal", "", "", "", true, true, true, .2) d := replyDecision() d.Reply.Confidence = .95 hits := []model.KnowledgeHit{{ @@ -170,7 +176,7 @@ func TestPolicyUsesTwoStageEvidenceForShortButUnambiguousTicket(t *testing.T) { func TestPolicyStillRejectsWeakRetrievalEvenWithHighAIConfidence(t *testing.T) { p := NewPolicy(true, true, .70, .70, .70, .30, .45, .35, .20, - []string{"internal-kb"}, []string{"internal-kb"}, "de-DE", "formal", "", "", "", true, true, .2) + []string{"internal-kb"}, []string{"internal-kb"}, "de-DE", "formal", "", "", "", true, true, true, .2) d := replyDecision() d.Reply.Confidence = .99 hits := []model.KnowledgeHit{{ @@ -185,3 +191,32 @@ func TestPolicyStillRejectsWeakRetrievalEvenWithHighAIConfidence(t *testing.T) { t.Fatalf("weak retrieval must remain blocked: %+v", r) } } + +func TestPolicyAIContentLabelEscapesPlainTextKnowledge(t *testing.T) { + p := productionTestPolicy() + d := replyDecision() + hits := approvedHit("internal-kb", "de-DE", "formal") + hits[0].Doc.Answer = "Bitte prüfen.\\nZweite Zeile." + r, err := p.Evaluate(model.Ticket{CategoryID: 2}, d, []model.Category{{ID: 2}}, hits, model.ContextSnapshot{}) + if err != nil { + t.Fatal(err) + } + if !r.Reply || !r.ReplyIsHTML || !strings.HasPrefix(r.ReplyText, AIContentLabelHTML) { + t.Fatalf("unexpected labelled reply: %+v", r) + } + if strings.Contains(r.ReplyText, "