Cancellation reason support

Author: badri-singhal

app/agents/voice/breeze_buddy/managers/calls.py

@@ -143,19 +143,23 @@ async def _retry_call(
         if outcome == LeadCallOutcome.NO_ANSWER or outcome == LeadCallOutcome.BUSY:
             reporting_webhook_url = lead.payload.get("reporting_webhook_url")
             if reporting_webhook_url:
+                call_duration = None
+                if lead.call_initiated_time:
+                    call_initiated_time_utc = lead.call_initiated_time.astimezone(
+                        timezone.utc
+                    )
+                    call_duration = (
+                        datetime.now(timezone.utc) - call_initiated_time_utc
+                    ).total_seconds()
+
                 summary_data = {
                     "callSid": lead.call_id,
                     "outcome": outcome.value,
+                    "attemptCount": lead.attempt_count + 1,
+                    "callDuration": call_duration,
                     "orderId": lead.payload.get("order_id"),
                 }
-                if lead.merchant_id != RequestedBy.BREEZE:
-                    call_duration = None
-                    if lead.call_initiated_time:
-                        call_duration = (
-                            datetime.now(timezone.utc) - lead.call_initiated_time
-                        ).total_seconds()
-                    summary_data["attemptCount"] = lead.attempt_count + 1
-                    summary_data["callDuration"] = call_duration
+
                 try:
                     async with create_aiohttp_session() as session:
                         payload = json.dumps(summary_data).replace(" ", "")
@@ -337,6 +341,7 @@ async def handle_call_completion(
     transcription: dict,
     call_end_time: datetime,
     updated_address: str | None = None,
+    cancellation_reason: str | None = None,
 ):
     """
     Handles call completion events.
@@ -362,6 +367,8 @@ async def handle_call_completion(
     meta_data = {"transcription": transcription}
     if updated_address:
         meta_data["updated_address"] = updated_address
+    if cancellation_reason:
+        meta_data["cancellation_reason"] = cancellation_reason
 
     await update_lead_call_completion_details(
         id=lead.id,

app/agents/voice/breeze_buddy/workflows/order_confirmation/utils.py

@@ -1,6 +1,5 @@
 from app.schemas import LeadCallOutcome
 
-
 # Mapping dictionary for outcome strings to LeadCallOutcome enum values
 OUTCOME_TO_ENUM = {
     "confirmed": LeadCallOutcome.CONFIRM,

app/agents/voice/breeze_buddy/workflows/order_confirmation/websocket_bot.py

@@ -35,8 +35,8 @@
     auto_trace,
     setup_tracing,
 )
-from app.agents.voice.breeze_buddy.workflows.order_confirmation.types import OrderData
 from app.agents.voice.breeze_buddy.stt import get_stt_service
+from app.agents.voice.breeze_buddy.workflows.order_confirmation.types import OrderData
 from app.agents.voice.breeze_buddy.workflows.order_confirmation.utils import (
     OUTCOME_TO_ENUM,
     indian_number_to_speech,
@@ -59,7 +59,7 @@
 )
 from app.core.logger import logger
 from app.core.security.sha import calculate_hmac_sha256
-from app.database.accessor import get_lead_by_call_id
+from app.database.accessor import get_lead_by_call_id, update_lead_call_initiated_time
 from app.schemas import CallProvider, LeadCallOutcome, RequestedBy
 
 load_dotenv(override=True)
@@ -88,6 +88,7 @@ def __init__(
         self.shop_name = None
         self.address = None
         self.updated_address = None
+        self.cancellation_reason = None
         self.updated_fields = {}  # Track only updated fields for webhook
         self.serializer = serializer
         self.hangup_function = hangup_function
@@ -99,6 +100,7 @@ def __init__(
     async def run(self):
         logger.info("Starting WebSocket bot")
         await self.ws.accept()
+        call_initiated_time = datetime.now(timezone.utc)
 
         try:
             start_data = self.ws.iter_text()
@@ -155,6 +157,7 @@ async def run(self):
             stream_sid = call_data.get("stream_sid")
             self.call_sid = call_data.get("start").get("call_sid")
 
+        await update_lead_call_initiated_time(self.call_sid, call_initiated_time)
         lead = await get_lead_by_call_id(self.call_sid)
         if not lead:
             logger.error(f"Could not find lead for call_sid: {self.call_sid}")
@@ -267,7 +270,6 @@ async def run(self):
         self.system_prompt = self._get_system_prompt(
             self.shop_name,
             customer_name,
-            self.order_id,
             self.order_summary,
             price_words,
             self.address,
@@ -380,7 +382,6 @@ def _get_system_prompt(
         self,
         shop_name,
         customer_name,
-        order_id,
         order_summary,
         total_price_words,
         address,
@@ -450,19 +451,22 @@ async def _finalize_call(self):
 
             call_duration = None
             if self.lead and self.lead.call_initiated_time:
+                call_initiated_time_utc = self.lead.call_initiated_time.astimezone(
+                    timezone.utc
+                )
                 call_duration = (
-                    datetime.now(timezone.utc) - self.lead.call_initiated_time
+                    datetime.now(timezone.utc) - call_initiated_time_utc
                 ).total_seconds()
 
             summary_data = {
                 "callSid": self.call_sid,
+                "cancellationReason": self.cancellation_reason,
                 "outcome": call_outcome,
                 "updatedAddress": self.updated_address,
+                "attemptCount": self.lead.attempt_count + 1,
+                "callDuration": call_duration,
                 "orderId": self.order_id,
             }
-            if self.lead.merchant_id != RequestedBy.BREEZE:
-                summary_data["attemptCount"] = self.lead.attempt_count + 1
-                summary_data["callDuration"] = call_duration
             logger.info(f"Call summary data: {summary_data}")
 
             if self.reporting_webhook_url and call_outcome != LeadCallOutcome.BUSY:
@@ -502,6 +506,7 @@ async def _finalize_call(self):
                     },
                     call_end_time=datetime.now(),
                     updated_address=self.updated_address,
+                    cancellation_reason=self.cancellation_reason,
                 )
                 logger.info(
                     f"Updated database for call_id: {self.call_sid} with outcome: {call_outcome}"
@@ -533,9 +538,14 @@ def _get_flow_config(self):
             ),
             FlowsFunctionSchema(
                 name="cancel_order",
-                description="Call this function to cancel the user's order.",
+                description="Call this function to cancel the user's order. If the user gives a reason for cancellation, pass it.",
                 handler=self._deny_order_handler,
-                properties={},
+                properties={
+                    "reason": {
+                        "type": "string",
+                        "description": "The reason for cancelling the order.",
+                    }
+                },
                 required=[],
             ),
         ]
@@ -558,9 +568,14 @@ def _get_flow_config(self):
             ),
             FlowsFunctionSchema(
                 name="cancel_order",
-                description="Call this function to cancel the user's order.",
+                description="Call this function to cancel the user's order. If the user gives a reason for cancellation, pass it.",
                 handler=self._deny_order_handler,
-                properties={},
+                properties={
+                    "reason": {
+                        "type": "string",
+                        "description": "The reason for cancelling the order.",
+                    }
+                },
                 required=[],
             ),
             FlowsFunctionSchema(
@@ -766,10 +781,19 @@ async def _confirm_order_with_question_handler(self):
             "order_confirmation_with_question_and_end"
         )
 
+    def _get_cancellation_reason(self, reason: str | dict) -> str:
+        """Extracts the cancellation reason from the LLM, which can be a string or a dict."""
+        if isinstance(reason, dict):
+            return reason.get("reason", "User requested for cancellation")
+        return reason
+
     @auto_trace("cancel_order")
-    async def _deny_order_handler(self):
-        logger.info("Order denied. Transitioning to cancellation node.")
+    async def _deny_order_handler(self, reason: str = "user asked to cancel"):
+        logger.info(
+            f"Order denied with reason: {reason}. Transitioning to cancellation node."
+        )
         self.outcome = "cancelled"
+        self.cancellation_reason = self._get_cancellation_reason(reason)
         return {}, self._create_node_from_config("order_cancellation_and_end")
 
     @auto_trace("user_busy")

app/database/accessor/__init__.py

@@ -17,6 +17,7 @@
     get_leads_by_status_and_time_before,
     update_lead_call_completion_details,
     update_lead_call_details,
+    update_lead_call_initiated_time,
     update_lead_call_recording_url,
 )
 from .breeze_buddy.outbound_number import (
@@ -45,6 +46,7 @@
     "update_lead_call_details",
     "get_lead_by_call_id",
     "update_lead_call_completion_details",
+    "update_lead_call_initiated_time",
     "update_lead_call_recording_url",
     "get_all_lead_call_trackers",
     "get_lead_call_trackers_count",

app/database/accessor/breeze_buddy/lead_call_tracker.py

@@ -19,6 +19,7 @@
     insert_lead_call_tracker_query,
     update_lead_call_completion_details_query,
     update_lead_call_details_query,
+    update_lead_call_initiated_time_query,
     update_lead_call_recording_url_query,
 )
 from app.schemas import (
@@ -157,6 +158,32 @@ async def get_lead_by_call_id(call_id: str) -> Optional[LeadCallTracker]:
         return None
 
 
+async def update_lead_call_initiated_time(
+    call_id: str, call_initiated_time: datetime
+) -> Optional[LeadCallTracker]:
+    """
+    Update lead call initiated time.
+    """
+    logger.info(f"Updating lead with call ID {call_id} with call initiated time")
+
+    try:
+        query_text, values = update_lead_call_initiated_time_query(
+            call_id, call_initiated_time
+        )
+        result = await run_parameterized_query(query_text, values)
+        if result and get_row_count(result) > 0:
+            decoded_result = decode_lead_call_tracker(result[0])
+            logger.info(f"Lead updated successfully: {decoded_result}")
+            return decoded_result
+
+        logger.error("Failed to update lead")
+        return None
+
+    except Exception as e:
+        logger.error(f"Error updating lead: {e}")
+        return None
+
+
 async def update_lead_call_recording_url(
     call_id: str, recording_url: str
 ) -> Optional[LeadCallTracker]:

app/database/queries/breeze_buddy/lead_call_tracker.py

@@ -134,6 +134,22 @@ def update_lead_call_recording_url_query(
     return text, values
 
 
+def update_lead_call_initiated_time_query(
+    call_id: str, call_initiated_time: datetime
+) -> Tuple[str, List[Any]]:
+    """
+    Generate query to update lead call initiated time.
+    """
+    text = f"""
+        UPDATE "{LEAD_CALL_TRACKER_TABLE}"
+        SET "call_initiated_time" = $1, "updated_at" = NOW()
+        WHERE "call_id" = $2
+        RETURNING *;
+    """
+    values = [call_initiated_time, call_id]
+    return text, values
+
+
 def update_lead_call_completion_details_query(
     id: str,
     status: LeadCallStatus,