SLA de conversas WhatsApp (Grupo 3.4): config + detecção + alerta

Completa o Grupo 3 do CRM com alerta de conversa sem resposta além do tempo configurado — reutiliza o pipeline system_alert (toast vermelho sticky + sininho + drawer). Banco (migration 20260423000005): - conversation_sla_rules: 1 linha por tenant com threshold global (1-1440 min), respect_business_hours, business_hours_start/end, business_days (ISO 1=seg..7=dom), alert_scope (assigned_only|all), notify_admin_on_breach. Default: enabled=false. - conversation_sla_breaches: incidents com UNIQUE parcial (tenant_id, thread_key) WHERE resolved_at IS NULL — idempotência. - Trigger AFTER INSERT em conversation_messages resolve o breach automaticamente quando chega nova outbound na thread. - RPCs service_role: sla_open_breach (idempotente), sla_mark_notified. - RLS: membros do tenant leem; clinic_admin/tenant_admin/saas_admin escrevem na config; service_role escreve em breaches. Edge function conversation-sla-check (cron 5min): - Varre tenants com enabled=true. - Query conversation_threads onde last_message_direction='inbound' (+ assigned_to NOT NULL se scope='assigned_only'). - Se respect_business_hours: calcula businessMinutesElapsed em TS iterando dia por dia a interseção da janela [start,end] com [last_inbound_at, now], só em dias marcados em business_days. TZ fixa em America/Sao_Paulo via Intl.DateTimeFormat. - Se elapsed >= threshold: sla_open_breach (idempotente) + notifica assigned_to sempre + admins se notify_admin_on_breach (deduplicado via Set). - Anti-spam: só notifica 1x por incident (checa notified_at). - Notification leva deeplink pra /crm/conversas e payload.thread_key pro frontend destacar a conversa (fora de escopo deste commit). UI em /configuracoes/conversas-sla: - Toggle enabled + InputNumber threshold com preview "≈ Xh Ymin". - Toggle respect_business_hours → revela start/end + seletor de dias úteis (pills toggleáveis Seg..Dom, ISO order). - Select scope. - Toggle notify_admin_on_breach. - Card abaixo com breaches dos últimos 7 dias (status aberto/resolvido, thread_key, limite configurado no momento do breach, duração). - Adicionada na ConfiguracoesPage landing + rota /configuracoes/conversas-sla. Cron template comentado no fim da migration (mesmo padrão do heartbeat). Co-Authored-By: Claude Opus 4.7 (1M context) <noreply@anthropic.com>
2026-04-23 10:17:41 -03:00
parent 4441661f62
commit 771b636cee
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+/*
+|--------------------------------------------------------------------------
+| Agência PSI — Edge Function: conversation-sla-check
+|--------------------------------------------------------------------------
+| Cron a cada 5 minutos. Detecta conversas com mensagem INBOUND mais
+| antiga que o threshold de SLA do tenant sem resposta OUTBOUND depois,
+| abre breach (idempotente), e notifica:
+|   - Terapeuta atribuído (assigned_to) sempre
+|   - clinic_admin/tenant_admin se rule.notify_admin_on_breach = true
+|
+| Se rule.respect_business_hours = true, o tempo decorrido conta apenas
+| minutos DENTRO da janela comercial (pausa fora). Isso evita falsos
+| positivos quando o paciente manda mensagem às 23:00 — o SLA só começa
+| a contar a partir do próximo horário comercial.
+|
+| Escopo (rule.alert_scope):
+|   - 'assigned_only' (default): só conversas com assigned_to preenchido
+|   - 'all': todas, inclusive não-atribuídas (aí o alerta vai só pros admins)
+|
+| Resolução: trigger trg_sla_resolve_on_outbound marca breach como
+| resolved_at quando chega nova mensagem outbound na thread.
+|--------------------------------------------------------------------------
+*/
+
+import { createClient, SupabaseClient } from 'https://esm.sh/@supabase/supabase-js@2'
+
+const corsHeaders = {
+    'Access-Control-Allow-Origin':  '*',
+    'Access-Control-Allow-Headers': 'authorization, x-client-info, apikey, content-type',
+    'Access-Control-Allow-Methods': 'POST, GET, OPTIONS',
+}
+
+function json(body: unknown, status = 200) {
+    return new Response(JSON.stringify(body), {
+        status,
+        headers: { ...corsHeaders, 'Content-Type': 'application/json' }
+    })
+}
+
+type Rule = {
+    tenant_id: string
+    enabled: boolean
+    threshold_minutes: number
+    respect_business_hours: boolean
+    business_hours_start: string   // 'HH:MM:SS'
+    business_hours_end: string
+    business_days: number[]        // 1=seg ... 7=dom
+    alert_scope: 'assigned_only' | 'all'
+    notify_admin_on_breach: boolean
+}
+
+type ThreadCandidate = {
+    tenant_id: string
+    thread_key: string
+    patient_id: string | null
+    patient_name: string | null
+    contact_number: string | null
+    assigned_to: string | null
+    last_inbound_at: string   // ISO
+}
+
+// ────────────────────────────────────────────────────────────────
+// Business-hours math
+// ────────────────────────────────────────────────────────────────
+
+function parseHHMMSS(s: string): { h: number; m: number } {
+    const [h, m] = s.split(':').map((x) => parseInt(x, 10))
+    return { h: h || 0, m: m || 0 }
+}
+
+// Cria um Date em UTC que representa "YYYY-MM-DD HH:MM em horário de São Paulo".
+// Usa Intl.DateTimeFormat pra descobrir o offset do timezone naquela data.
+function saoPauloDate(year: number, month: number, day: number, hour: number, minute: number): Date {
+    // Cria uma instância UTC aproximada e ajusta pelo offset de SP na data
+    const approxUtc = Date.UTC(year, month - 1, day, hour, minute)
+    // Descobre o offset atual de SP
+    const fmt = new Intl.DateTimeFormat('en-US', {
+        timeZone: 'America/Sao_Paulo',
+        year: 'numeric', month: '2-digit', day: '2-digit',
+        hour: '2-digit', minute: '2-digit', hour12: false
+    })
+    const parts = fmt.formatToParts(new Date(approxUtc))
+    const getP = (t: string) => parseInt(parts.find((p) => p.type === t)?.value || '0', 10)
+    const spRenderedUtcMs = Date.UTC(getP('year'), getP('month') - 1, getP('day'), getP('hour'), getP('minute'))
+    const offsetMs = approxUtc - spRenderedUtcMs
+    return new Date(approxUtc + offsetMs)
+}
+
+// ISO day of week in São Paulo (1=Monday .. 7=Sunday)
+function isoWeekdaySp(d: Date): number {
+    const fmt = new Intl.DateTimeFormat('en-US', { timeZone: 'America/Sao_Paulo', weekday: 'short' })
+    const map: Record<string, number> = { Mon: 1, Tue: 2, Wed: 3, Thu: 4, Fri: 5, Sat: 6, Sun: 7 }
+    return map[fmt.format(d)] || 1
+}
+
+// Retorna {year, month, day} em timezone de São Paulo
+function ymdSp(d: Date): { year: number, month: number, day: number } {
+    const fmt = new Intl.DateTimeFormat('en-US', {
+        timeZone: 'America/Sao_Paulo',
+        year: 'numeric', month: '2-digit', day: '2-digit'
+    })
+    const parts = fmt.formatToParts(d)
+    return {
+        year: parseInt(parts.find((p) => p.type === 'year')?.value || '0', 10),
+        month: parseInt(parts.find((p) => p.type === 'month')?.value || '0', 10),
+        day: parseInt(parts.find((p) => p.type === 'day')?.value || '0', 10)
+    }
+}
+
+/**
+ * Retorna quantos minutos transcorreram DENTRO da janela comercial entre from e to.
+ * Business days são ISO 1-7 (1=seg). business_hours_start/end são 'HH:MM:SS' em SP.
+ */
+function businessMinutesElapsed(
+    fromISO: string,
+    toDate: Date,
+    rule: Rule
+): number {
+    const from = new Date(fromISO)
+    if (toDate <= from) return 0
+
+    const { h: startH, m: startM } = parseHHMMSS(rule.business_hours_start)
+    const { h: endH, m: endM } = parseHHMMSS(rule.business_hours_end)
+    const daysSet = new Set(rule.business_days)
+
+    let total = 0
+    // Itera dia a dia, de from.date até to.date (inclusive)
+    const fromYmd = ymdSp(from)
+    const toYmd = ymdSp(toDate)
+
+    let cursor = new Date(from)
+    let cursorYmd = fromYmd
+    let safety = 0   // evita loop infinito em caso de bug
+    while (safety < 400) {
+        safety++
+        // dia atual em SP
+        const dayStartSp = saoPauloDate(cursorYmd.year, cursorYmd.month, cursorYmd.day, startH, startM)
+        const dayEndSp = saoPauloDate(cursorYmd.year, cursorYmd.month, cursorYmd.day, endH, endM)
+
+        // Se é dia de trabalho, soma interseção
+        if (daysSet.has(isoWeekdaySp(dayStartSp))) {
+            const intervalStart = Math.max(from.getTime(), dayStartSp.getTime())
+            const intervalEnd = Math.min(toDate.getTime(), dayEndSp.getTime())
+            if (intervalEnd > intervalStart) {
+                total += Math.floor((intervalEnd - intervalStart) / 60000)
+            }
+        }
+
+        // Avança pro próximo dia
+        if (cursorYmd.year === toYmd.year && cursorYmd.month === toYmd.month && cursorYmd.day === toYmd.day) break
+        // Adiciona 1 dia em UTC (suficiente mesmo com DST pq estamos só iterando data local)
+        cursor = new Date(cursor.getTime() + 24 * 3600 * 1000)
+        cursorYmd = ymdSp(cursor)
+    }
+
+    return total
+}
+
+// ────────────────────────────────────────────────────────────────
+// Processamento por tenant
+// ────────────────────────────────────────────────────────────────
+
+async function processRule(supa: SupabaseClient, rule: Rule, now: Date): Promise<{
+    tenant_id: string
+    candidates: number
+    opened: number
+    still_pending: number
+    notified: number
+}> {
+    // Query candidatas: threads onde:
+    //   - última mensagem é INBOUND
+    //   - (se assigned_only) assigned_to IS NOT NULL
+    // Vou usar a view conversation_threads + filtro direction='inbound'.
+    let query = supa
+        .from('conversation_threads')
+        .select('tenant_id, thread_key, patient_id, patient_name, contact_number, assigned_to, last_message_at, last_message_direction')
+        .eq('tenant_id', rule.tenant_id)
+        .eq('last_message_direction', 'inbound')
+
+    if (rule.alert_scope === 'assigned_only') {
+        query = query.not('assigned_to', 'is', null)
+    }
+
+    const { data: candidates, error } = await query
+    if (error) {
+        return { tenant_id: rule.tenant_id, candidates: 0, opened: 0, still_pending: 0, notified: 0, /* @ts-ignore */ error: error.message }
+    }
+
+    let opened = 0
+    let stillPending = 0
+    let notified = 0
+
+    for (const row of candidates || []) {
+        const last = row.last_message_at as string | null
+        if (!last) continue
+
+        const elapsed = rule.respect_business_hours
+            ? businessMinutesElapsed(last, now, rule)
+            : Math.floor((now.getTime() - new Date(last).getTime()) / 60000)
+
+        if (elapsed < rule.threshold_minutes) {
+            stillPending++
+            continue
+        }
+
+        // Abre breach (idempotente)
+        const { data: breachId, error: openErr } = await supa.rpc('sla_open_breach', {
+            p_tenant_id: rule.tenant_id,
+            p_thread_key: row.thread_key,
+            p_assigned_to: row.assigned_to,
+            p_last_inbound_at: last,
+            p_threshold_minutes: rule.threshold_minutes
+        })
+        if (openErr || !breachId) continue
+
+        opened++
+
+        // Notificação (só se ainda não notificou esse breach)
+        const didNotify = await notifyBreach(supa, {
+            breach_id: breachId as unknown as string,
+            tenant_id: rule.tenant_id,
+            thread_key: row.thread_key,
+            patient_name: row.patient_name || row.contact_number || 'Paciente desconhecido',
+            assigned_to: row.assigned_to as string | null,
+            notify_admin: rule.notify_admin_on_breach,
+            elapsed_minutes: elapsed,
+            threshold_minutes: rule.threshold_minutes
+        })
+        if (didNotify) notified++
+    }
+
+    return { tenant_id: rule.tenant_id, candidates: (candidates || []).length, opened, still_pending: stillPending, notified }
+}
+
+async function notifyBreach(supa: SupabaseClient, params: {
+    breach_id: string
+    tenant_id: string
+    thread_key: string
+    patient_name: string
+    assigned_to: string | null
+    notify_admin: boolean
+    elapsed_minutes: number
+    threshold_minutes: number
+}): Promise<boolean> {
+    // Anti-spam: não renotifica se já notificou
+    const { data: breach } = await supa
+        .from('conversation_sla_breaches')
+        .select('notified_at')
+        .eq('id', params.breach_id)
+        .maybeSingle()
+    if (breach?.notified_at) return false
+
+    // Monta set de user_ids (assigned_to + admins, se configurado)
+    const userIds = new Set<string>()
+    if (params.assigned_to) userIds.add(params.assigned_to)
+
+    if (params.notify_admin) {
+        const { data: admins } = await supa
+            .from('tenant_members')
+            .select('user_id')
+            .eq('tenant_id', params.tenant_id)
+            .in('role', ['clinic_admin', 'tenant_admin'])
+            .eq('status', 'active')
+        for (const a of admins || []) userIds.add(a.user_id)
+    }
+
+    if (userIds.size === 0) return false
+
+    const title = `SLA estourado: ${params.patient_name}`
+    const detail = `Conversa sem resposta há ${params.elapsed_minutes} min (limite: ${params.threshold_minutes}). Responda o quanto antes.`
+
+    const rows = Array.from(userIds).map((uid) => ({
+        owner_id: uid,
+        tenant_id: params.tenant_id,
+        type: 'system_alert',
+        ref_id: params.breach_id,
+        ref_table: 'conversation_sla_breaches',
+        payload: {
+            title,
+            detail,
+            severity: 'error',
+            deeplink: '/crm/conversas',
+            actionLabel: 'Abrir CRM',
+            thread_key: params.thread_key
+        }
+    }))
+
+    const { error: insertErr } = await supa.from('notifications').insert(rows)
+    if (insertErr) return false
+
+    await supa.rpc('sla_mark_notified', { p_breach_id: params.breach_id })
+    return true
+}
+
+// ────────────────────────────────────────────────────────────────
+// Handler
+// ────────────────────────────────────────────────────────────────
+
+Deno.serve(async (req) => {
+    if (req.method === 'OPTIONS') return new Response('ok', { headers: corsHeaders })
+
+    const supa = createClient(
+        Deno.env.get('SUPABASE_URL') ?? '',
+        Deno.env.get('SUPABASE_SERVICE_ROLE_KEY') ?? '',
+        { auth: { autoRefreshToken: false, persistSession: false } }
+    )
+
+    try {
+        const now = new Date()
+
+        // Regras habilitadas
+        const { data: rules, error: rulesErr } = await supa
+            .from('conversation_sla_rules')
+            .select('tenant_id, enabled, threshold_minutes, respect_business_hours, business_hours_start, business_hours_end, business_days, alert_scope, notify_admin_on_breach')
+            .eq('enabled', true)
+
+        if (rulesErr) return json({ error: rulesErr.message }, 500)
+        if (!rules || rules.length === 0) return json({ checked: 0, results: [] })
+
+        const results = await Promise.all(
+            rules.map((r) => processRule(supa, r as Rule, now).catch((e) => ({
+                tenant_id: (r as Rule).tenant_id,
+                candidates: 0, opened: 0, still_pending: 0, notified: 0,
+                error: (e as Error).message
+            })))
+        )
+
+        const summary = {
+            checked: results.length,
+            opened: results.reduce((s, r) => s + r.opened, 0),
+            notified: results.reduce((s, r) => s + r.notified, 0),
+            still_pending: results.reduce((s, r) => s + r.still_pending, 0)
+        }
+
+        return json({ ...summary, results })
+    } catch (e) {
+        return json({ error: (e as Error).message || 'unexpected_error' }, 500)
+    }
+})