How to route DMs with AI

import { TypeSafeClient, choice, noul, score } from '@typesafe-ai/sdk';

const client = new TypeSafeClient({ timeout: 4000 });

const QUESTIONS = {
  bucket: choice('What does the sender actually want from us?', {
    sales: 'Wants to buy, is pricing us, is comparing us, or is asking what the product does.',
    support: 'Is already a customer and something is broken, confusing, or billed wrong.',
    partnership: 'Proposes a collaboration, an integration, a podcast, a sponsorship, or a referral deal.',
    spam: 'Unsolicited pitch, crypto, growth service, mass outreach, or a link with no context.',
    other: 'None of the above. Personal, a compliment, or unclear.',
  }),
  urgent: noul('The sender is blocked right now, or names a deadline in the next 48 hours.'),
  needs_human: noul('Answering this well requires an account detail, a price exception, or a judgement a template cannot make.'),
  effort: score('How much effort did the sender put into this message?', [
    'Copy-paste. Identical to a template, no reference to us.',
    'Some effort. Generic but addressed to us.',
    'Real effort. References something specific we did or shipped.',
  ]),
} as const;

export interface Triage {
  bucket: 'sales' | 'support' | 'partnership' | 'spam' | 'other';
  confidence: number;
  probabilities: Record<string, number>;
  urgent: number;
  needsHuman: number;
  effort: number;
}

export async function triage(message: string, sender: { handle: string; bio: string; followers: number }): Promise<Triage> {
  const { answers } = await client.systemOne({
    // Send only the fields the question needs. Irrelevant context measurably
    // degrades the answer, so no follower graphs and no conversation history.
    state: {
      message,
      sender_handle: sender.handle,
      sender_bio: sender.bio,
      sender_followers: sender.followers,
    },
    questions: QUESTIONS,
  });

  return {
    bucket: answers.bucket.choice as Triage['bucket'],
    confidence: answers.bucket.confidence,
    probabilities: answers.bucket.probabilities as Record<string, number>,
    urgent: answers.urgent.noul,
    needsHuman: answers.needs_human.noul,
    effort: answers.effort.score,
  };
}

import { triage } from './triage';
import { route } from './router';

export interface InboundDm {
  id: string;
  text: string;
  sender: { handle: string; bio: string; followers: number };
}

export async function triageInbox(messages: InboundDm[]) {
  // One request per message, all in flight together. Parallel requests triage
  // in about the time the slowest one takes.
  const results = await Promise.all(
    messages.map(async (dm) => {
      try {
        const t = await triage(dm.text, dm.sender);
        return { dm, t, ...route(t) };
      } catch {
        // Fail open on classification: an unjudged message goes to a human,
        // never to the archive.
        return { dm, t: null, to: 'inbox_review' as const, why: 'classifier error' };
      }
    })
  );

  // Log the model version and the full answer. A routing decision you cannot
  // reconstruct six weeks later is a routing decision you cannot fix.
  for (const r of results) {
    console.log(JSON.stringify({ model: 'jev-1.13.0', id: r.dm.id, to: r.to, why: r.why, answer: r.t }));
  }

  return results;
}