Bot to create a contact for new ticket participants

[j-at-se]

Hi! Thank you in advance for your time.

I have this bot:

{
    "package": {
        "name": "Auto Contact",
        "revision": 1,
        "requires": {
            "cerb_version": "10.4.20",
            "plugins": []
        },
        "configure": {
            "placeholders": [],
            "prompts": []
        }
    },
    "bots": [
        {
            "uid": "bot_56",
            "name": "Auto Contact",
            "owner": {
                "context": "cerberusweb.contexts.app",
                "id": 0
            },
            "is_disabled": false,
            "params": {
                "config": null,
                "events": {
                    "mode": "all",
                    "items": []
                },
                "actions": {
                    "mode": "all",
                    "items": []
                }
            },
            "image": null,
            "behaviors": [
                {
                    "uid": "behavior_99",
                    "title": "Initial check",
                    "is_disabled": false,
                    "is_private": false,
                    "priority": 50,
                    "event": {
                        "key": "event.mail.received",
                        "label": "New message added to ticket (Legacy)"
                    },
                    "variables": {
                        "var_email": {
                            "key": "var_email",
                            "label": "email",
                            "type": "S",
                            "is_private": false,
                            "params": {
                                "widget": "single"
                            }
                        }
                    },
                    "nodes": [
                        {
                            "type": "switch",
                            "title": "Is this the first message of the ticket?",
                            "status": "live",
                            "nodes": [
                                {
                                    "type": "outcome",
                                    "title": "Yes",
                                    "status": "live",
                                    "params": {
                                        "groups": [
                                            {
                                                "any": 0,
                                                "conditions": [
                                                    {
                                                        "condition": "ticket_num_messages_in",
                                                        "oper": "lt",
                                                        "value": "2"
                                                    }
                                                ]
                                            }
                                        ]
                                    },
                                    "nodes": [
                                        {
                                            "type": "switch",
                                            "title": "Does a contact exist for the ticket's participant?",
                                            "status": "live",
                                            "nodes": [
                                                {
                                                    "type": "outcome",
                                                    "title": "Yes",
                                                    "status": "live",
                                                    "params": {
                                                        "groups": [
                                                            {
                                                                "any": 1,
                                                                "conditions": [
                                                                    {
                                                                        "condition": "ticket_latest_message_sender_is_contact",
                                                                        "bool": "1"
                                                                    }
                                                                ]
                                                            }
                                                        ]
                                                    },
                                                    "nodes": [
                                                        {
                                                            "type": "action",
                                                            "title": "Exit",
                                                            "status": "live",
                                                            "params": {
                                                                "actions": [
                                                                    {
                                                                        "action": "_exit",
                                                                        "mode": ""
                                                                    }
                                                                ]
                                                            }
                                                        }
                                                    ]
                                                },
                                                {
                                                    "type": "outcome",
                                                    "title": "No",
                                                    "status": "live",
                                                    "params": {
                                                        "groups": [
                                                            {
                                                                "any": 0,
                                                                "conditions": [
                                                                    {
                                                                        "condition": "sender_is_contact",
                                                                        "bool": "0"
                                                                    }
                                                                ]
                                                            }
                                                        ]
                                                    },
                                                    "nodes": [
                                                        {
                                                            "type": "action",
                                                            "title": "Create Contact from participant",
                                                            "status": "live",
                                                            "params": {
                                                                "actions": [
                                                                    {
                                                                        "action": "core.bot.action.record.create",
                                                                        "context": "contact",
                                                                        "changeset_json": "{# See: https://cerb.ai/docs/records/types/ #}\r\n{% set json = {\r\n  email: '{{sender_address}}',\r\n} %}\r\n{{json|json_encode|json_pretty}}",
                                                                        "run_in_simulator": "0",
                                                                        "object_placeholder": "_record"
                                                                    }
                                                                ]
                                                            }
                                                        }
                                                    ]
                                                }
                                            ]
                                        }
                                    ]
                                },
                                {
                                    "type": "outcome",
                                    "title": "No",
                                    "status": "live",
                                    "params": {
                                        "groups": [
                                            {
                                                "any": 0,
                                                "conditions": []
                                            }
                                        ]
                                    },
                                    "nodes": [
                                        {
                                            "type": "action",
                                            "title": "Exit",
                                            "status": "live",
                                            "params": {
                                                "actions": [
                                                    {
                                                        "action": "_exit",
                                                        "mode": ""
                                                    }
                                                ]
                                            }
                                        }
                                    ]
                                }
                            ]
                        }
                    ]
                }
            ]
        }
    ]
}

When I simulate it with any random ticket (no contact for that email address), I get this error:

[Record create]
Failed to lookup address: {{sender_address}}

As per the log, the logic seems OK:

ENTER switch :: Is this the first message of the ticket? (500)

ENTER outcome :: Yes (501)
Conditions are in all group.

Checking condition ticket_num_messages_in...
Number: 1 lt 2
... PASS

Using this outcome.

ENTER switch :: Does a contact exist for the ticket's participant? (504)

ENTER outcome :: Yes (505)
Conditions are in any group.

Checking condition ticket_latest_message_sender_is_contact...
Checkbox: false = true
... FAIL

Skipping this outcome.

ENTER outcome :: No (507)
Conditions are in all group.

Checking condition sender_is_contact...
Checkbox: false = false
... PASS

Using this outcome.

ENTER action :: Create Contact from participant (508)

Am I just using the Create Contact function wrong?

I admit this part is not my forte so I would appreciate any help in getting this bot creating a contact for, basically, every email we get tickets from.

Thanks again!

[jstanden]

Hey there!

In your Changeset: JSON, you're already in the scripting context once you start {% ... %} so you don't need the {{...}} around placeholders.

It could just be email: sender_address on line 3 in your latest screenshot.

That's much simpler with automations since KATA doesn't require JSON syntax to update records: https://cerb.ai/docs/automations/commands/record.create/

The contact record type also requires a first name at minimum: https://cerb.ai/docs/records/types/contact/

You could use the email name by default (left of the @).

This is what a mail.received automation would look like:

start:
  outcome/hasContact:
    if@bool: {{message_sender_contact_id}}
    then:
      return:
  
  record.create/contact:
    output: new_contact
    inputs:
      record_type: contact
      fields:
        first_name: {{message_sender_address|split('@')|first}}
        email: {{message_sender_address}}

Policy:

commands:
  record.create:
    deny/type@bool: {{inputs.record_type is not record type ('contact')}}
    allow@bool: yes

The automation event binding (Search->Automation Events->mail.received):

automation/newContacts:
  uri: cerb:automation:example.mailReceived.createContacts
  disabled@bool: {{message_sender_contact_id}}

That will only invoke the automation if the sender doesn't have a contact record. It's much more efficient than bot behaviors since it only runs your code when it needs to.

[jstanden]

We have email parsing functions, so you could do something like:

{% set from %}
Sean Rappaport <rappaport1987@email.com>
{% endset %}
{{from|parse_emails|map((v)=>v.personal|default(v.mailbox))|first|split(' ')|first}}

That will output either "Sean" or the mailbox name.

[j-at-se]

OK, the example you provided takes a set of values and parses it.

How do I use parse_emails in the context of my mail.received automation?

Like this?

start:
  outcome/hasContact:
    if@bool: {{message_sender_contact_id}}
    then:
      return:
  
  record.create/contact:
    output: new_contact
    inputs:
      record_type: contact
      fields:
        first_name: {{whatVariableGoesHere|parse_emails|map((v)=>v.personal|default(v.mailbox))|first|split(' ')|first}}
        email: {{message_sender_address}}

I seems like parse_emails requires a variable loaded with the value to parse:

{% set from %}
Sean Rappaport <rappaport1987@email.com>
{% endset %}

But I can't figure out how to do that for the current message's FROM email header.

I'm out of my element here so please excuse any outrageous errors.

[beatbesmer]

Hi. In your 'mail.received automation' automation, you should have availabe the placeholders as described in https://cerb.ai/docs/automations/events/mail.received/

So the message_* is a key which supports key expansion, with values described in https://cerb.ai/docs/records/types/message/

Sender itself is an address, described in https://cerb.ai/docs/records/types/address/

If I'm right, you'll have the senders address in {{message_sender_email }}.

[jstanden]

Exactly, @beatbesmer! There's also message_headers which is a dictionary of the original email headers. You can access message_headers.from there and grab the personal name.

[j-at-se]

Excellent. Thank you!