FEAT: Roteamento para atendentes melhorado

src/modules/admin/knowledge-base.service.ts

@@ -31,7 +31,7 @@ export class KnowledgeBaseService implements OnModuleInit {
       ALTER TABLE bot_triage_intents
         ADD COLUMN IF NOT EXISTS response_message TEXT,
         ADD COLUMN IF NOT EXISTS resolution_question TEXT,
-        ADD COLUMN IF NOT EXISTS escalation_message TEXT NOT NULL DEFAULT 'Certo, vou encaminhar seu atendimento para um especialista no assunto.';
+        ADD COLUMN IF NOT EXISTS escalation_message TEXT NOT NULL DEFAULT 'Certo, vou encaminhar seu atendimento para o time responsável.';
     `).catch(() => undefined);
 
     await this.database.query(`
@@ -529,7 +529,7 @@ export class KnowledgeBaseService implements OnModuleInit {
           audience_id, label, area_id, keywords, response_message, resolution_question,
           escalation_message, sort_order, active, updated_at
         )
-        VALUES ($1, $2, $3, $4, $5, $6, COALESCE($7, 'Certo, vou encaminhar seu atendimento para um especialista no assunto.'), $8, TRUE, CURRENT_TIMESTAMP)
+        VALUES ($1, $2, $3, $4, $5, $6, COALESCE($7, 'Certo, vou encaminhar seu atendimento para o time responsável.'), $8, TRUE, CURRENT_TIMESTAMP)
         RETURNING *
       `,
       [

src/modules/whatsapp/whatsapp-assignment.service.ts

@@ -421,7 +421,7 @@ export class WhatsappAssignmentService implements OnModuleInit {
       return builderFlowResult;
     }
 
-    const configuredFlowResult = await this.routeConfiguredFlow(chatId, cleanMessage, current, messageId);
+    const configuredFlowResult = await this.routeConfiguredFlow(chatId, cleanMessage, current, messageId, variables);
     if (configuredFlowResult) {
       return configuredFlowResult;
     }
@@ -429,7 +429,14 @@ export class WhatsappAssignmentService implements OnModuleInit {
     const detectedArea = await this.detectKnownArea(cleanMessage);
 
     if (detectedArea) {
-      const assignment = await this.queueChat(chatId, detectedArea.id, `Roteado automaticamente pelo ${VIRTUAL_AGENT_NAME}`);
+      const assignment = await this.queueChat(
+        chatId,
+        detectedArea.id,
+        this.buildVirtualAgentTransferNote({
+          name: variables.nome,
+          intentLabel: detectedArea.name,
+        }),
+      );
       await this.markBotRoute(chatId, messageId);
       const hasPreviousTriage = current?.status === 'bot_triage';
       const botMessage = hasPreviousTriage
@@ -453,7 +460,14 @@ export class WhatsappAssignmentService implements OnModuleInit {
 
       if (attempts >= 2) {
         const supportArea = await this.getAreaByName('Suporte');
-        const assignment = await this.queueChat(chatId, supportArea.id, 'Roteado para suporte por falta de classificacao');
+        const assignment = await this.queueChat(
+          chatId,
+          supportArea.id,
+          this.buildVirtualAgentTransferNote({
+            name: variables.nome,
+            fallbackReason: 'não teve a solicitação classificada pelo Agente Virtual',
+          }),
+        );
         await this.markBotRoute(chatId, messageId);
 
         return {
@@ -590,7 +604,11 @@ export class WhatsappAssignmentService implements OnModuleInit {
         const assignment = await this.queueChat(
           chatId,
           areaId,
-          `Roteado pelo fluxo do ${VIRTUAL_AGENT_NAME}: ${matchedChild.title}`,
+          this.buildVirtualAgentTransferNote({
+            name: variables.nome,
+            audienceLabel: currentNode.title,
+            intentLabel: matchedChild.title,
+          }),
         );
         await this.markBotRoute(chatId, messageId);
 
@@ -601,7 +619,7 @@ export class WhatsappAssignmentService implements OnModuleInit {
             'Atendente virtual',
             VIRTUAL_AGENT_NAME,
             this.applyBotVariables(
-              matchedChild.message_text || `Certo, vou encaminhar seu atendimento para ${matchedChild.area_nome || 'a especialidade correta'}.`,
+              matchedChild.message_text || 'Certo, vou encaminhar seu atendimento para o time responsável.',
               variables,
             ),
           ),
@@ -628,7 +646,11 @@ export class WhatsappAssignmentService implements OnModuleInit {
       const assignment = await this.queueChat(
         chatId,
         fallbackAreaId,
-        `Fallback do fluxo do ${VIRTUAL_AGENT_NAME}: ${currentNode.title}`,
+        this.buildVirtualAgentTransferNote({
+          name: variables.nome,
+          audienceLabel: currentNode.title,
+          fallbackReason: 'não teve a solicitação classificada pelo Agente Virtual',
+        }),
       );
       await this.markBotRoute(chatId, messageId);
 
@@ -659,7 +681,13 @@ export class WhatsappAssignmentService implements OnModuleInit {
     };
   }
 
-  private async routeConfiguredFlow(chatId: string, message: string, current: any, messageId?: string) {
+  private async routeConfiguredFlow(
+    chatId: string,
+    message: string,
+    current: any,
+    messageId?: string,
+    variables: BotMessageVariables = {},
+  ) {
     const flow = await this.getActiveTriageFlow();
     if (!flow || !flow.audiences.length) return null;
 
@@ -694,7 +722,7 @@ export class WhatsappAssignmentService implements OnModuleInit {
     }
 
     if (current.triage_step === 'resolution' && current.triage_intent_id) {
-      return this.routeConfiguredResolution(chatId, message, flow, current, messageId);
+      return this.routeConfiguredResolution(chatId, message, flow, current, messageId, variables);
     }
 
     return this.routeConfiguredAudience(chatId, message, flow, current, messageId);
@@ -778,14 +806,29 @@ export class WhatsappAssignmentService implements OnModuleInit {
     };
   }
 
-  private async routeConfiguredResolution(chatId: string, message: string, flow: TriageFlow, current: any, messageId?: string) {
+  private async routeConfiguredResolution(
-    const intent = flow.audiences
+    chatId: string,
-      .flatMap((audience) => audience.intents)
+    message: string,
-      .find((item) => Number(item.id) === Number(current.triage_intent_id));
+    flow: TriageFlow,
+    current: any,
+    messageId?: string,
+    variables: BotMessageVariables = {},
+  ) {
+    const audience = flow.audiences.find((item) =>
+      item.intents.some((intentItem) => Number(intentItem.id) === Number(current.triage_intent_id)),
+    );
+    const intent = audience?.intents.find((item) => Number(item.id) === Number(current.triage_intent_id));
 
     if (!intent) {
       const fallbackAreaId = flow.fallback_area_id || (await this.getAreaByName('Suporte')).id;
-      const assignment = await this.queueChat(chatId, fallbackAreaId, `Fallback configurado pelo ${VIRTUAL_AGENT_NAME}`);
+      const assignment = await this.queueChat(
+        chatId,
+        fallbackAreaId,
+        this.buildVirtualAgentTransferNote({
+          name: variables.nome,
+          fallbackReason: 'não teve a solicitação classificada pelo Agente Virtual',
+        }),
+      );
       await this.markBotRoute(chatId, messageId);
       return {
         assignment,
@@ -846,7 +889,11 @@ export class WhatsappAssignmentService implements OnModuleInit {
     const assignment = await this.queueChat(
       chatId,
       intent.area_id,
-      `Cliente solicitou especialista apos orientacao do ${VIRTUAL_AGENT_NAME}: ${intent.label}`,
+      this.buildVirtualAgentTransferNote({
+        name: variables.nome,
+        audienceLabel: audience?.label,
+        intentLabel: intent.label,
+      }),
     );
     await this.markBotRoute(chatId, messageId);
 
@@ -856,7 +903,7 @@ export class WhatsappAssignmentService implements OnModuleInit {
       botMessage: this.formatSenderMessage(
         'Atendente virtual',
         VIRTUAL_AGENT_NAME,
-        intent.escalation_message || `Certo, vou encaminhar seu atendimento para ${intent.area_nome}.`,
+        intent.escalation_message || 'Certo, vou encaminhar seu atendimento para o time responsável.',
       ),
     };
   }
@@ -1249,6 +1296,58 @@ export class WhatsappAssignmentService implements OnModuleInit {
     return ['ferias'].includes(normalized) ? 'as' : 'o';
   }
 
+  private buildVirtualAgentTransferNote(input: {
+    name?: string | null;
+    audienceLabel?: string | null;
+    intentLabel?: string | null;
+    fallbackReason?: string;
+  }) {
+    const subject = this.getFirstName(input.name) || 'Cliente';
+    const audienceDescription = this.getAudienceDescription(input.audienceLabel);
+    const topic = this.getTopicLabel(input.intentLabel);
+
+    if (audienceDescription && topic) {
+      return `${subject} ${audienceDescription} e quer saber sobre ${topic}`;
+    }
+
+    if (topic) {
+      return `${subject} quer saber sobre ${topic}`;
+    }
+
+    if (audienceDescription && input.fallbackReason) {
+      return `${subject} ${audienceDescription} e ${input.fallbackReason}`;
+    }
+
+    if (input.fallbackReason) {
+      return `${subject} ${input.fallbackReason}`;
+    }
+
+    return `Roteado pelo ${VIRTUAL_AGENT_NAME}`;
+  }
+
+  private getAudienceDescription(value?: string | null) {
+    const normalized = this.normalize(value || '');
+
+    if (!normalized) return '';
+    if (normalized.includes('ex-colaborador') || normalized.includes('ex colaborador')) return 'é um ex-colaborador';
+    if (normalized.includes('candidato') || normalized.includes('vaga')) return 'é um candidato';
+    if (normalized.includes('colaborador') || normalized.includes('funcionario')) return 'é um colaborador';
+
+    return '';
+  }
+
+  private getTopicLabel(value?: string | null) {
+    const text = this.cleanVariable(value);
+    const normalized = this.normalize(text);
+    const knownTopics: Record<string, string> = {
+      beneficios: 'Benefícios',
+      ferias: 'Férias',
+      rescisao: 'Rescisão',
+    };
+
+    return knownTopics[normalized] || text;
+  }
+
   private applyBotVariables(message: string, variables: BotMessageVariables) {
     const firstName = this.getFirstName(variables.nome);
     const fullName = this.cleanVariable(variables.nome);