Email Parsing

{
  "sender": "jane@acme.com",
  "subject": "URGENT: Server down in production",
  "intent": "urgent_support",
  "priority": "low",
  "department": "sales",
  "summary": "Server issue"
}

import { z } from "zod";
import { defineContract } from "@withboundary/contract";

export const emailSchema = z.object({
  sender: z.string().email(),
  subject: z.string(),
  intent: z.enum([
    "general_inquiry",
    "billing",
    "urgent_support",
    "feature_request",
    "cancellation",
  ]),
  priority: z.enum(["low", "medium", "high", "critical"]),
  department: z.enum(["sales", "support", "engineering", "billing", "product"]),
  summary: z.string(),
});

export const emailContract = defineContract({
  name: "email-parsing",
  schema: emailSchema,
  rules: [
    {
      name: "urgent_requires_high_priority",
      description: "Urgent intents must be high or critical priority",
      fields: ["intent", "priority"],
      check: (email) =>
        !email.intent.includes("urgent") || ["high", "critical"].includes(email.priority)
          || `intent is "${email.intent}" but priority is "${email.priority}"; use high or critical`,
    },
    {
      name: "support_routed_to_support",
      description: "Support intents route to support or engineering",
      fields: ["intent", "department"],
      check: (email) =>
        !email.intent.includes("support") || ["support", "engineering"].includes(email.department)
          || `support intent routed to "${email.department}"; use support or engineering`,
    },
    {
      name: "cancellation_routed_correctly",
      description: "Cancellation requests route to billing or support",
      fields: ["intent", "department"],
      check: (email) =>
        email.intent !== "cancellation" || ["billing", "support"].includes(email.department)
          || `cancellation routed to "${email.department}"; use billing or support`,
    },
    {
      name: "summary_substantive",
      description: "Summary has enough context for the receiving team",
      fields: ["summary"],
      check: (email) =>
        email.summary.trim().length >= 20
          || "summary must include enough context for the receiving team",
    },
  ],
});

const result = await emailContract.accept(async (attempt) => {
  const response = await callYourLLM({
    messages: [
      {
        role: "user",
        content: [
          "Parse this email as JSON.",
          attempt.instructions,
          `From: ${email.from}`,
          `Subject: ${email.subject}`,
          `Body: ${email.body}`,
        ].join("\n\n"),
      },
      ...attempt.repairs,
    ],
  });

  return response.text;
});

if (result.ok) {
  await ticketSystem.create({
    from: result.data.sender,
    priority: result.data.priority,
    department: result.data.department,
    summary: result.data.summary,
  });

  return { status: "created" };
}

logger.warn("email parse rejected", {
  emailId,
  attempts: result.error.attempts.length,
  lastFailure: result.error.attempts.at(-1),
});

await triageQueue.add({
  emailId,
  reason: result.error.message,
  attempts: result.error.attempts,
});

return { status: "needs_triage" };