from pydantic import BaseModel
 
class TicketSummary(BaseModel):
    customer_issue: str
    category: str
    resolution: str
    follow_up_needed: bool

from agents import input_guardrail, GuardrailFunctionOutput
 
@input_guardrail
async def content_safety(ctx, agent, input):
    """Block abusive or inappropriate messages."""
    blocked_terms = ["threat", "abuse", "harass"]
    is_blocked = any(term in input.lower() for term in blocked_terms)
    return GuardrailFunctionOutput(
        output_info={"blocked": is_blocked},
        tripwire_triggered=is_blocked,
    )

from agents import Agent, function_tool
 
@function_tool
def lookup_invoice(invoice_id: str) -> str:
    """Look up an invoice by ID."""
    invoices = {
        "INV-001": "Amount: $99.00, Status: Paid, Date: 2025-01-15",
        "INV-002": "Amount: $149.00, Status: Overdue, Date: 2025-02-01",
    }
    return invoices.get(invoice_id, "Invoice not found.")
 
billing_agent = Agent(
    name="Billing Specialist",
    instructions=(
        "You handle billing and payment questions. Use the lookup_invoice tool "
        "when customers ask about specific invoices. When done, summarize the "
        "issue as a TicketSummary with category='billing'."
    ),
    tools=[lookup_invoice],
    output_type=TicketSummary,
)
 
@function_tool
def check_system_status(service: str) -> str:
    """Check the status of a system or service."""
    statuses = {
        "api": "Operational",
        "dashboard": "Degraded Performance",
        "database": "Operational",
    }
    return statuses.get(service.lower(), "Unknown service")
 
technical_agent = Agent(
    name="Technical Specialist",
    instructions=(
        "You handle technical issues and troubleshooting. Use the check_system_status "
        "tool to verify service health. When done, summarize the issue as a TicketSummary "
        "with category='technical'."
    ),
    tools=[check_system_status],
    output_type=TicketSummary,
)

triage_agent = Agent(
    name="Support Triage",
    instructions=(
        "You are the front-line support agent. Greet the customer and understand their issue. "
        "Hand off billing questions (invoices, payments, charges) to the Billing Specialist. "
        "Hand off technical issues (bugs, errors, system status) to the Technical Specialist. "
        "For general questions, answer them directly."
    ),
    handoffs=[billing_agent, technical_agent],
    input_guardrails=[content_safety],
)

from agents import Runner, SQLiteSession
 
session = SQLiteSession("support.db", session_id="customer_456")
 
result = Runner.run_sync(
    triage_agent,
    "Hi, I have a question about invoice INV-002.",
    session=session,
)
print(result.final_output)

from agents.exceptions import InputGuardrailTripwireTriggered
 
session = SQLiteSession("support.db", session_id="customer_789")
 
messages = [
    "Hi, I'm having trouble with the dashboard. It's really slow.",
    "Can you check the system status for the dashboard?",
    "Also, can you look up invoice INV-001 for me?",
]
 
for msg in messages:
    try:
        result = Runner.run_sync(triage_agent, msg, session=session)
        print(f"User: {msg}")
        print(f"Agent ({result.last_agent.name}): {result.final_output}")
        print("---")
    except InputGuardrailTripwireTriggered:
        print(f"User: {msg}")
        print("Agent: I'm sorry, I can't process that message.")
        print("---")

result = Runner.run_sync(
    triage_agent,
    "The API is returning 500 errors.",
    session=SQLiteSession("support.db", session_id="customer_999"),
)
 
if isinstance(result.final_output, TicketSummary):
    ticket = result.final_output
    print(f"Issue: {ticket.customer_issue}")
    print(f"Category: {ticket.category}")
    print(f"Resolution: {ticket.resolution}")
    print(f"Follow-up needed: {ticket.follow_up_needed}")