Customer support escalation system

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import express from 'express';
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import crypto from 'crypto';
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const app = express();
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app.use(express.json());
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// Webhook secret verification
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function verifyWebhookSignature(payload: string, signature: string) {
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  const expectedSignature = crypto
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    .createHmac('sha256', process.env.WEBHOOK_SECRET!)
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    .update(payload)
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    .digest('hex');
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  return crypto.timingSafeEqual(
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    Buffer.from(signature),
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    Buffer.from(expectedSignature)
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  );
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}
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// Support escalation logic
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function determineSupportDestination(request: any) {
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  const { functionCall, call, customer } = request;
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  const { issue_category, complexity_level, customer_context, escalation_reason } = functionCall.parameters;
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  // Simulate customer tier lookup
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  const customerData = lookupCustomerTier(customer.number);
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  // Enterprise customer escalation
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  if (customerData?.tier === 'enterprise' || complexity_level === 'critical') {
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    return {
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      type: "number",
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      number: "+1-555-ENTERPRISE-SUPPORT",
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      message: "Connecting you to our enterprise support specialist.",
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      transferPlan: {
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        mode: "warm-transfer-say-summary",
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        summaryPlan: {
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          enabled: true,
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          messages: [
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            {
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              role: "system",
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              content: "Provide a summary for the enterprise support specialist."
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            },
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            {
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              role: "user", 
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              content: `Enterprise customer with ${issue_category} issue. Complexity: ${complexity_level}. Reason: ${escalation_reason}. Context: ${customer_context}`
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            }
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          ]
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        }
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      }
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    };
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  }
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  // Advanced technical issues
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  if (issue_category === 'technical' && (complexity_level === 'advanced' || complexity_level === 'intermediate')) {
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    return {
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      type: "number",
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      number: "+1-555-TECH-SPECIALISTS",
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      message: "Transferring you to our technical support specialists.",
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      transferPlan: {
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        mode: "warm-transfer-say-message",
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        message: `Technical ${complexity_level} issue. Customer context: ${customer_context}. Escalation reason: ${escalation_reason}`
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      }
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    };
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  }
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  // Billing and account specialists
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  if (issue_category === 'billing' || issue_category === 'account') {
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    return {
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      type: "number",
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      number: "+1-555-BILLING-TEAM",
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      message: "Connecting you with our billing and account specialists.",
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      transferPlan: {
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        mode: "warm-transfer-say-message",
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        message: `${issue_category} issue, complexity ${complexity_level}. Context: ${customer_context}`
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      }
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    };
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  }
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  // Product and feature questions
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  if (issue_category === 'product') {
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    return {
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      type: "number",
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      number: "+1-555-PRODUCT-SUPPORT",
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      message: "Transferring you to our product specialists.",
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      transferPlan: {
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        mode: "warm-transfer-say-message",
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        message: `Product ${complexity_level} inquiry. Context: ${customer_context}`
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      }
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    };
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  }
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  // Default to general support
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  return {
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    type: "number",
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    number: "+1-555-GENERAL-SUPPORT",
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    message: "Connecting you with our support team.",
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    transferPlan: {
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      mode: "warm-transfer-say-message",
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      message: `General ${issue_category} support needed. Level: ${complexity_level}`
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    }
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  };
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}
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// Simulate customer tier lookup
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function lookupCustomerTier(phoneNumber: string) {
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  // In production, integrate with your actual CRM
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  const mockCustomerData = {
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    "+1234567890": { tier: "enterprise", account: "TechCorp Enterprise" },
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    "+0987654321": { tier: "standard", account: "Basic Plan" },
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    "+1111111111": { tier: "premium", account: "Premium Support" }
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  };
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  return mockCustomerData[phoneNumber];
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}
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// Support escalation webhook
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app.post('/webhook/escalation', (req, res) => {
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  try {
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    const signature = req.headers['x-vapi-signature'] as string;
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    const payload = JSON.stringify(req.body);
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    // Verify webhook signature
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    if (!verifyWebhookSignature(payload, signature)) {
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      return res.status(401).json({ error: 'Invalid signature' });
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    }
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    const request = req.body;
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    // Only handle transfer destination requests
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    if (request.type !== 'transfer-destination-request') {
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      return res.status(200).json({ received: true });
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    }
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    // Determine destination based on escalation context
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    const destination = determineSupportDestination(request);
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    res.json({ destination });
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  } catch (error) {
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    console.error('Escalation webhook error:', error);
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    res.status(500).json({ 
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      error: 'Unable to determine escalation destination. Please try again.' 
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    });
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  }
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});
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app.listen(3000, () => {
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  console.log('Support escalation server running on port 3000');
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});