fix: improve CS prompt

Author: titanism

.env.defaults

@@ -533,7 +533,7 @@ LANCEDB_PATH=
 FORWARD_EMAIL_ALIAS_USERNAME=
 FORWARD_EMAIL_ALIAS_PASSWORD=
 # Processing
-CUSTOMER_SUPPORT_AI_INBOX_LIMIT=10
+CUSTOMER_SUPPORT_AI_INBOX_LIMIT=100
 # Historical Email Training
 HISTORY_SCAN_LIMIT=1000
 HISTORY_SCAN_SINCE=2023-01-01

.env.schema

@@ -484,7 +484,7 @@ LANCEDB_PATH=
 FORWARD_EMAIL_ALIAS_USERNAME=
 FORWARD_EMAIL_ALIAS_PASSWORD=
 # Processing
-CUSTOMER_SUPPORT_AI_INBOX_LIMIT=10
+CUSTOMER_SUPPORT_AI_INBOX_LIMIT=100
 # Historical Email Training
 HISTORY_SCAN_LIMIT=1000
 HISTORY_SCAN_SINCE=

config/index.js

@@ -877,7 +877,7 @@ const config = {
   forwardEmailAliasUsername: env.FORWARD_EMAIL_ALIAS_USERNAME,
   forwardEmailAliasPassword: env.FORWARD_EMAIL_ALIAS_PASSWORD,
   customerSupportAiInboxLimit:
-    Number.parseInt(env.CUSTOMER_SUPPORT_AI_INBOX_LIMIT, 10) || 10,
+    Number.parseInt(env.CUSTOMER_SUPPORT_AI_INBOX_LIMIT, 10) || 100,
 
   // server
   env: env.NODE_ENV.toLowerCase(),

helpers/customer-support-ai/message-analyzer.js

@@ -21,6 +21,11 @@ class MessageAnalyzer {
         sender: extractSenderEmail(message),
         senderName: extractSenderName(message),
         subject: message.subject || '(no subject)',
+        date:
+          message.nodemailer?.date ||
+          message.date ||
+          message.header_date ||
+          new Date(),
         content,
         keywords,
         questionType,

helpers/customer-support-ai/response-generator.js

@@ -128,11 +128,32 @@ class ResponseGenerator {
       customerName = 'there';
     }
 
+    // Check if email is old (15+ days)
+    let messageDate = analysis.date || new Date();
+    // Ensure messageDate is a Date object
+    if (!(messageDate instanceof Date)) {
+      messageDate = new Date(messageDate);
+    }
+
+    // If date is invalid, use current date
+    if (Number.isNaN(messageDate.getTime())) {
+      messageDate = new Date();
+    }
+
+    const now = new Date();
+    const daysSinceMessage = Math.floor(
+      (now - messageDate) / (1000 * 60 * 60 * 24)
+    );
+    const isOldEmail = daysSinceMessage >= 15 && daysSinceMessage < 365; // Cap at 1 year to avoid unrealistic values
+
     let prompt = `You are a customer support representative for Forward Email (https://forwardemail.net), an open-source email service. Your voice is that of the "Forward Email team" - professional, friendly, and concise.  Write like you talk to a friend, avoid complex vocabulary.  Short sentences and break up complex thoughts into simple terms.  It should sound like it was written by a human.
 
 Customer Name: ${customerName}
 Customer Question Type: ${analysis.questionType}
 Urgency: ${analysis.urgency}
+Days Since Message: ${daysSinceMessage}${
+      isOldEmail ? ' (OLD EMAIL - see instructions below)' : ''
+    }
 
 Relevant Knowledge Base Context:
 ${context}`;
@@ -171,9 +192,10 @@ ${urlList}
 **CRITICAL: DO NOT FABRICATE FEATURES OR SETTINGS**
 1. ONLY describe features and settings that are explicitly mentioned in the Knowledge Base Context above
 2. NEVER invent UI elements, menu options, or configuration settings
-3. If you don't know how to do something, say "I don't have that information" and offer to escalate
+3. If you don't know how to do something, provide the best answer you can based on context
 4. NEVER make up step-by-step instructions unless they are in the context
-5. If the context doesn't contain the answer, admit it and ask the user to contact support directly
+5. NEVER say "I don't have that information" or "Please contact [email protected]" - you ARE support
+6. If context is limited, provide what you know and ask clarifying questions to help better
 
 **CRITICAL: ABUSE REPORTS - EXACT INSTRUCTIONS**
 For ANY abuse, phishing, spam, fraud, or security reports:
@@ -185,6 +207,21 @@ For ANY abuse, phishing, spam, fraud, or security reports:
 6. DO NOT fabricate any additional steps or instructions
 7. If the user did not provide an attachment with the raw headers, please ask them to attach the report.
 
+**CRITICAL: HELP REQUEST TEMPLATES**
+If the customer's message contains a "Your Help Request" section or similar template with Forward Email logo at bottom:
+1. This is a help request form submission - extract the ACTUAL customer question from within the template
+2. DO NOT echo back the template or repeat their message
+3. RESPOND to their specific question or issue
+4. Provide a helpful answer based on the knowledge base context
+5. Example: If they say "I'm getting an error for too many concurrent connections", diagnose and solve that problem
+
+**CRITICAL: OLD EMAILS (15+ DAYS)**
+If Days Since Message is 15 or more:
+1. Acknowledge the delay: "I apologize for the delayed response"
+2. Provide the best answer you can based on the context
+3. Ask if they still need help: "Since it's been ${daysSinceMessage} days, please let me know if you still need assistance with this or if the issue has been resolved"
+4. Be understanding that the situation may have changed
+
 ========================================
 FORMATTING RULES - MANDATORY - NO EXCEPTIONS
 ========================================
@@ -251,8 +288,9 @@ ACCURACY RULES - NO FABRICATION
 1. ONLY use information from the Knowledge Base Context above
 2. DO NOT invent features, settings, or UI elements
 3. DO NOT make up step-by-step instructions
-4. IF you don't know something, say "I don't have that information"
-5. IF the context doesn't have the answer, tell them to contact [email protected]
+4. NEVER say "I don't have that information" - you ARE the support team
+5. NEVER tell users to "contact [email protected]" - that's YOU
+6. If context is limited, provide what you know and ask clarifying questions
 
 ========================================
 CORE INSTRUCTIONS

jobs/customer-support-ai/process-inbox.js

@@ -19,7 +19,10 @@ const VectorStore = require('#helpers/customer-support-ai/vector-store');
 const messageAnalyzer = require('#helpers/customer-support-ai/message-analyzer');
 const responseGenerator = require('#helpers/customer-support-ai/response-generator');
 const {
+  extractSenderEmail,
   extractSenderText,
+  extractCC,
+  extractRecipients,
   buildReplyRecipients
 } = require('#helpers/customer-support-ai/message-utils');
 
@@ -344,10 +347,39 @@ async function createDraft(message, analysis, generatedResponse) {
     const from = config.forwardEmailAliasUsername;
 
     // Build reply recipients (handles Reply-To and CC)
-    const { to, cc } = buildReplyRecipients(message, from);
+    let { to, cc } = buildReplyRecipients(message, from);
+
+    // CRITICAL: Never reply back to ourselves ([email protected])
+    // If the original sender is support@forwardemail.net, this is a help request notification
+    // Reply to the To header (the actual customer) instead
+    const originalSender = extractSenderEmail(message);
+    if (originalSender && originalSender.toLowerCase() === from.toLowerCase()) {
+      // This email is from us ([email protected])
+      // Reply to the To recipients (the actual customer)
+      const toRecipients = extractRecipients(message);
+      const nonSupportRecipients = toRecipients.filter(
+        (email) => email.toLowerCase() !== from.toLowerCase()
+      );
+
+      if (nonSupportRecipients.length > 0) {
+        to = nonSupportRecipients[0];
+        cc = nonSupportRecipients.slice(1);
+        logger.info(
+          { originalSender, newTo: to, toRecipients, messageId: message.id },
+          'Adjusted recipients - original sender was [email protected], replying to To recipient'
+        );
+      } else {
+        // This is a self-email with no other recipients - skip it
+        logger.warn(
+          { messageId: message.id, toRecipients },
+          'Skipping draft creation - email is from [email protected] with no other recipients'
+        );
+        return null;
+      }
+    }
 
     // Get original message details for quoting
-    const originalSender = extractSenderText(message);
+    const originalSenderText = extractSenderText(message);
     const originalDate =
       message.nodemailer?.date || message.header_date || new Date();
     const formattedDate = new Date(originalDate).toLocaleString('en-US', {
@@ -374,7 +406,7 @@ async function createDraft(message, analysis, generatedResponse) {
     // Note: Do NOT add signature here - LLM response should be complete
     const text = `${generatedResponse.response}
 
-On ${formattedDate}, ${originalSender} wrote:
+On ${formattedDate}, ${originalSenderText} wrote:
 ${quotedOriginal}`;
 
     // Extract threading headers from API response