Customer support escalation system

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