Desk refund: pausing for a manager

import re
from crewai import Agent, Crew, Task
from crewai.flow import Flow, HumanFeedbackPending, HumanFeedbackProvider, human_feedback
from crewai.flow.flow import listen, router, start
from pydantic import BaseModel
from shop_llm import ShopLLM
from tools import lookup_order


class Ticket(BaseModel):
    message: str = ""
    order_id: str = ""
    reply: str = ""


def no_card_numbers(output):
    if re.search(r"\d{4} ?\d{4} ?\d{4} ?\d{4}", output.raw):
        return (False, "Remove the card number. Never repeat one to a customer.")
    return (True, output.raw)


class ManagerInbox(HumanFeedbackProvider):
    def request_feedback(self, context, flow):
        print("to the manager:", context.method_output)
        raise HumanFeedbackPending(context=context)


def answer_crew():
    clerk = Agent(role="Order clerk", goal="Find the status of customers' orders",
                  backstory="You can look up any order.", llm=ShopLLM(model="shop"),
                  tools=[lookup_order], verbose=False)
    writer = Agent(role="Reply writer", goal="Write replies to customers",
                   backstory="You write short emails.", llm=ShopLLM(model="shop"),
                   verbose=False)
    look = Task(description="Find the order in this message: {question}",
                expected_output="The order's status.", agent=clerk)
    reply = Task(description="Write the customer a reply.",
                 expected_output="A short, friendly email.", agent=writer,
                 guardrail=no_card_numbers)
    return Crew(agents=[clerk, writer], tasks=[look, reply])


class SupportDesk(Flow[Ticket]):
    @start()
    def read_ticket(self):
        found = re.findall(r"\b[A-Z]\d+\b", self.state.message)
        self.state.order_id = found[0] if found else ""

    @router(read_ticket)
    def route(self):
        if not self.state.order_id:
            return "no_order"
        return "refund" if "refund" in self.state.message.lower() else "status"

    @listen("status")
    def check_status(self):
        result = answer_crew().kickoff(inputs={"question": self.state.message})
        self.state.reply = result.raw

    @listen("no_order")
    def ask_for_order(self):
        self.state.reply = "Dear customer, which order is this about?"

    @human_feedback(message="Approve this refund?", provider=ManagerInbox())
    @listen("refund")
    def propose_refund(self):
        return f"Refund {self.state.order_id} in full"

    @router(propose_refund)
    def decide(self, result):
        return "approved" if result.feedback.lower().startswith("yes") else "refused"

    @listen("approved")
    def pay(self):
        self.state.reply = f"Dear customer, your refund for {self.state.order_id} is on its way."

    @listen("refused")
    def refuse(self):
        self.state.reply = f"Dear customer, a manager could not approve a refund for {self.state.order_id}."

from crewai.tools import tool

ORDERS = {"A17": "shipped on 3 March", "C40": "waiting for stock"}


@tool
def lookup_order(order_id: str) -> str:
    """Look up an order's shipping status by its id, such as A17."""
    status = ORDERS.get(order_id)
    return f"{order_id} {status}." if status else f"{order_id} is not an order we have."

import json
import os
import re

from crewai import BaseLLM

os.environ["OTEL_SDK_DISABLED"] = "true"
os.environ["CREWAI_DISABLE_TELEMETRY"] = "true"
os.environ["CREWAI_TRACING_ENABLED"] = "false"
os.environ["CREWAI_DISABLE_VERSION_CHECK"] = "true"


class ShopLLM(BaseLLM):
    script: list = []

    def supports_function_calling(self):
        return True

    def call(self, messages, tools=None, **kwargs):
        if isinstance(messages, str):
            messages = [{"role": "user", "content": messages}]
        if self.script:
            return self.script.pop(0)
        return self.decide(messages, tools or [])

    def decide(self, messages, tools):
        last = messages[-1]
        if last["role"] == "tool":
            return last["content"]
        text = last["content"]
        orders = re.findall(r"\b[A-Z]\d+\b", text)
        want_refund = "refund" in text.lower()
        chosen = None
        for t in tools:
            fn = t["function"]
            label = (fn["name"] + " " + (fn.get("description") or "")).lower()
            is_refund = "refund" in label
            if want_refund and is_refund:
                chosen = fn["name"]
                break
            if not want_refund and not is_refund and ("look up" in label or "status" in label):
                chosen = fn["name"]
                break
        if orders and chosen:
            args = json.dumps({"order_id": orders[0]})
            return [{"id": f"call_{orders[0]}", "type": "function",
                     "function": {"name": chosen, "arguments": args}}]
        if "working with:" in text:
            context = text.split("working with:")[1].strip().split("\n\n")[0]
            return f"Dear customer, {context}"
        if orders:
            return f"I have no way to look up {orders[0]} yet."
        return "Hello. Which order is this about?"