Alternative: new / amended Integreat CMS API endpoint that does something special to Zammad.

Do we need other buttons as well? We should probably discuss some kind of "actions schema". Currently, the API response contains a messages attribute. We could add an available_actions attribute?

{
  "messages": [],
  "available_actions": ["request_human", "end_chat"],
}

Alternatively, the actions could be per message, and usually only the actions for the latest message are rendered/shown.

Alternatively, we could add a new attribute to our Zammad issues, which indicated that the chat bot should not answer at all. We can then add an info to the first automatic answer that the user can always request to talk/write to a human. We can have an LLM evaluate each message if the user wants that and in such a case set the "silence bot" attribute in Zammad. Zammad can then have a trigger bumping this issue to a human.

I've created basic structure in the PR for checking if the user requests to talk to a human before triggering the answer generation.

The next step would be to trigger an attribute in Zammad. @svenseeberg can you help me out on that.

Secondly, how would the chat continue after the user has requested a human intervention? Should we add a generic json response for now?

Additional fields in Zammad can be configured in the system settings -> Objects. I added a new field automatic_answer on https://zammad-integreat.tuerantuer.org used in testumgebung:

The attribute should now be contained in Webhooks to the Integreat CMS. This can be used/parsed in https://github.com/digitalfabrik/integreat-cms/blob/develop/integreat_cms/api/v3/chat/user_chat.py#L237-L257

The chat back end has to return the attribute in the extract_answer view and we have to update the Zammad ticket attribute after processing the user message in https://github.com/digitalfabrik/integreat-cms/blob/develop/integreat_cms/api/v3/chat/utils/chat_bot.py#L79-L109

Fun fact: We can now add a button in the app that simply sends a plain "I want to talk to a human" message ;-)