Initial commit: VPN Telegram bot (sanitized defaults)
This commit is contained in:
VPN Service
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"""Автоответы ИИ по тикетам через OpenRouter."""
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from __future__ import annotations
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import html
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import logging
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import re
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from typing import Any
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from aiogram import Bot
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from config import Settings
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from services.db import Database
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from services.faq import FAQ_ITEMS
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from services.openrouter import (
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AiDecision,
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chat_completion,
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load_openrouter_config,
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parse_ai_decision,
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)
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from services.tickets import (
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BODY_MAX,
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clamp_body,
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notify_user_ticket_reply,
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)
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logger = logging.getLogger(__name__)
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_HTML_RE = re.compile(r"<[^>]+>")
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def _strip_html(text: str) -> str:
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t = _HTML_RE.sub("", text or "")
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return (
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t.replace(" ", " ")
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.replace("<", "<")
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.replace(">", ">")
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.replace("&", "&")
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.replace(""", '"')
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.strip()
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)
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def build_faq_context() -> str:
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lines = ["FAQ сервиса:"]
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for item in FAQ_ITEMS:
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lines.append(f"Q: {_strip_html(item.question)}")
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lines.append(f"A: {_strip_html(item.answer)}")
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lines.append("")
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return "\n".join(lines).strip()
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def build_ticket_messages_for_ai(messages: list[dict[str, Any]]) -> list[dict[str, str]]:
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out: list[dict[str, str]] = []
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for msg in messages[-20:]:
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role = str(msg.get("author_role") or "")
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body = str(msg.get("body") or "").strip()
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if not body:
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continue
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if role == "user":
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out.append({"role": "user", "content": body})
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else:
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prefix = "ИИ" if role == "ai" else "Поддержка"
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out.append({"role": "assistant", "content": f"[{prefix}] {body}"})
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return out
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async def notify_admins_ai_escalate(
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bot: Bot,
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settings: Settings,
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*,
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ticket_id: int,
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telegram_id: int,
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subject: str,
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reason: str,
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) -> None:
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from keyboards import admin_ticket_notify_inline
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text = (
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f"<b>👤 Нужен человек · тикет #{ticket_id}</b>\n"
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f"От: <code>{telegram_id}</code>\n"
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f"Тема: <b>{html.escape(subject)}</b>\n\n"
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f"ИИ эскалировал: {html.escape((reason or 'без причины')[:400])}"
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)
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kb = admin_ticket_notify_inline(ticket_id)
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for admin_id in settings.admin_ids:
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try:
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await bot.send_message(admin_id, text, reply_markup=kb, parse_mode="HTML")
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except Exception as exc: # noqa: BLE001
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logger.warning("notify admin escalate %s: %s", admin_id, exc)
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async def try_ai_ticket_reply(
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*,
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db: Database,
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bot: Bot | None,
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settings: Settings,
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ticket_id: int,
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notify_user: bool = True,
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) -> dict[str, Any]:
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"""
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Пытается ответить на тикет через OpenRouter.
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Возвращает dict: ok, action, detail, model?
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"""
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cfg = load_openrouter_config(db)
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if not cfg.ready or not cfg.auto_reply:
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return {"ok": False, "action": "skip", "detail": "ai disabled"}
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ticket = db.get_ticket(ticket_id)
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if not ticket:
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return {"ok": False, "action": "skip", "detail": "ticket not found"}
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if str(ticket.get("status")) == "closed":
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return {"ok": False, "action": "skip", "detail": "closed"}
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messages = db.list_ticket_messages(ticket_id)
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if not messages:
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return {"ok": False, "action": "skip", "detail": "no messages"}
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last = messages[-1]
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if str(last.get("author_role")) != "user":
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return {"ok": False, "action": "skip", "detail": "last not user"}
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subject = str(ticket.get("subject") or "")
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system = cfg.system_prompt.strip()
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faq = build_faq_context()
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system_full = (
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f"{system}\n\n{faq}\n\n"
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f"Текущий тикет #{ticket_id}, тема: {subject}"
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)
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chat_messages = [
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{"role": "system", "content": system_full},
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*build_ticket_messages_for_ai(messages),
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]
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referer = (settings.webapp_url or "").rstrip("/") or "https://bot.example.com"
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try:
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raw, used_model = await chat_completion(
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api_key=cfg.api_key,
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model=cfg.model,
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models=cfg.models_for_request(),
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messages=chat_messages,
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referer=referer,
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)
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decision = parse_ai_decision(raw, used_model=used_model)
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except Exception as exc: # noqa: BLE001
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logger.exception("OpenRouter ticket #%s failed", ticket_id)
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if bot is not None:
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await notify_admins_ai_escalate(
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bot,
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settings,
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ticket_id=ticket_id,
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telegram_id=int(ticket["telegram_id"]),
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subject=subject,
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reason=f"Ошибка ИИ: {exc}",
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)
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return {"ok": False, "action": "error", "detail": str(exc)}
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return await _apply_decision(
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db=db,
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bot=bot,
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settings=settings,
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ticket=ticket,
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decision=decision,
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notify_user=notify_user,
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)
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async def _apply_decision(
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*,
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db: Database,
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bot: Bot | None,
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settings: Settings,
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ticket: dict[str, Any],
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decision: AiDecision,
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notify_user: bool,
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) -> dict[str, Any]:
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ticket_id = int(ticket["id"])
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subject = str(ticket.get("subject") or "")
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telegram_id = int(ticket["telegram_id"])
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if decision.action == "answer" and decision.reply.strip():
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reply = clamp_body(decision.reply)
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if len(reply) > BODY_MAX:
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reply = reply[: BODY_MAX - 1] + "…"
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try:
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db.add_ticket_message(
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ticket_id,
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author_role="ai",
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author_id=None,
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body=reply,
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)
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except ValueError as exc:
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return {"ok": False, "action": "error", "detail": str(exc)}
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if notify_user and bot is not None:
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await notify_user_ticket_reply(
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bot,
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telegram_id=telegram_id,
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ticket_id=ticket_id,
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subject=subject,
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body=reply,
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is_ai=True,
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)
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logger.info(
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"AI answered ticket #%s model=%s",
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ticket_id,
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decision.model or "?",
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)
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return {
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"ok": True,
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"action": "answer",
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"detail": "ok",
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"model": decision.model,
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"reply": reply,
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}
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reason = decision.reason or "Нужен оператор"
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if bot is not None:
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await notify_admins_ai_escalate(
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bot,
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settings,
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ticket_id=ticket_id,
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telegram_id=telegram_id,
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subject=subject,
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reason=reason,
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)
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return {
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"ok": True,
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"action": "escalate",
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"detail": reason,
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"model": decision.model,
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}
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