Atendimento com vários atendentes

curl -X POST https://api.ararahq.com/v1/team/invitations \
  -H "Authorization: Bearer $ARARA_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{ "emails": ["ana@empresa.com", "carlos@empresa.com"], "role": "AGENT" }'

curl -X PATCH https://api.ararahq.com/v1/brain/config \
  -H "Authorization: Bearer $ARARA_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "active": true,
    "assistMode": "AUTO",
    "exitTriggers": {
      "customerAsks": ["atendente", "falar com humano", "reclamação"],
      "maxMessages": 12,
      "confidenceThreshold": 0.5
    }
  }'

// app/api/webhooks/arara/route.ts
import { createHmac, timingSafeEqual } from 'node:crypto';

const TOLERANCE_SECONDS = 300;

function isValidSignature(rawBody: string, timestamp: string | null, signature: string | null): boolean {
  if (!timestamp || !signature) return false;
  const ts = Number(timestamp);
  if (!Number.isInteger(ts) || Math.abs(Date.now() / 1000 - ts) > TOLERANCE_SECONDS) return false;
  const expected = 'sha256=' + createHmac('sha256', process.env.ARARA_WEBHOOK_SECRET!)
    .update(`${timestamp}.${rawBody}`)
    .digest('hex');
  const a = Buffer.from(expected);
  const b = Buffer.from(signature);
  return a.length === b.length && timingSafeEqual(a, b);
}

export async function POST(request: Request) {
  const rawBody = await request.text();
  const valid = isValidSignature(
    rawBody,
    request.headers.get('x-arara-timestamp'),
    request.headers.get('x-arara-signature'),
  );
  if (!valid) return new Response('invalid signature', { status: 401 });

  const deliveryId = request.headers.get('x-arara-delivery-id');
  // Deduplique por deliveryId antes de processar: a Arara retenta entregas que falham.

  const event = JSON.parse(rawBody) as { event: string; data: Record<string, unknown> };

  switch (event.event) {
    case 'message.received':
      // data.from, data.body, data.type, data.media_url
      break;
    case 'conversation.needs_human':
      // data.handoffId, data.conversationId, data.reason, data.summary
      break;
  }

  return new Response(null, { status: 200 });
}

# Pendentes
curl "https://api.ararahq.com/v1/brain/handoffs?resolved=false" \
  -H "Authorization: Bearer $ARARA_API_KEY"

# Marcar como resolvido
curl -X POST https://api.ararahq.com/v1/brain/handoffs/{id}/resolve \
  -H "Authorization: Bearer $ARARA_API_KEY"

# Devolver a conversa para o Brain
curl -X POST https://api.ararahq.com/v1/brain/handoffs/{id}/return-to-brain \
  -H "Authorization: Bearer $ARARA_API_KEY"

// reply-or-reopen.ts
const API = 'https://api.ararahq.com';
const TIMEOUT_MS = 10_000;
const headers = {
  Authorization: `Bearer ${process.env.ARARA_API_KEY}`,
  'Content-Type': 'application/json',
};

interface WindowStatus {
  phone: string;
  isWindowOpen: boolean;
  conversationId: string | null;
}

function post(path: string, body: unknown, extraHeaders: Record<string, string> = {}) {
  return fetch(`${API}${path}`, {
    method: 'POST',
    headers: { ...headers, ...extraHeaders },
    body: JSON.stringify(body),
    signal: AbortSignal.timeout(TIMEOUT_MS),
  });
}

export async function replyOrReopen(phone: string, text: string, ticketId: string) {
  const windowRes = await post('/v1/conversations/window-status', { phones: [phone] });
  const { results } = (await windowRes.json()) as { results: WindowStatus[] };
  const item = results[0];

  if (item?.isWindowOpen && item.conversationId) {
    return post('/v1/conversations/reply', { conversationId: item.conversationId, body: text });
  }

  return post(
    '/v1/messages',
    { receiver: phone, templateName: 'retomada_atendimento', templateVariables: ['Olá'] },
    { 'Idempotency-Key': `reopen-${ticketId}` },
  );
}