Orchestrate multi-agent shared inboxes with human escalation and zero credential leaks

import { SadaSend } from 'sadasend';

const sadasend = new SadaSend({ apiKey: process.env.SADASEND_API_KEY! });

export async function handleInboundCustomerTicket(inboundEmail: {
  from: string;
  subject: string;
  markdownBody: string;
}) {
  // 1. Prevent collision if another agent is actively addressing this thread
  const cooldown = await sadasend.arbiter.cooldowns.status(inboundEmail.from);
  if (cooldown.ok && cooldown.data.cooldownActive) {
    console.log(`Collision hold: ${inboundEmail.from} is in active cooldown.`);
    return { status: 'skipped_collision' };
  }

  // 2. Classify intent: Low-risk inquiry vs. High-risk financial exception
  const isHighRisk = inboundEmail.markdownBody.toLowerCase().includes('refund');

  if (isHighRisk) {
    // 3. Human-in-the-loop escalation: Draft response & hold for Slack approval
    return await sadasend.emails.send({
      from: 'Support <support@yourdomain.com>',
      to: inboundEmail.from,
      subject: `Re: ${inboundEmail.subject}`,
      html: '<p>I have processed your refund request of $120.00.</p>',
      requiresApproval: true, // Triggers interactive Slack block-kit hold
      escalationReason: 'Automated refund threshold exceeded ($100 max)',
      crossAgentCooldown: '12h',
    });
  }

  // 4. Low-risk autonomous dispatch with server-enforced safety limits
  return await sadasend.emails.send({
    from: 'Support <support@yourdomain.com>',
    to: inboundEmail.from,
    subject: `Re: ${inboundEmail.subject}`,
    html: '<p>Here is the link to update your billing details.</p>',
    crossAgentCooldown: '4h',
  });
}