feat: Allow customizing the responses, flows in Captain (#11385)

- Ability to provide custom instructions to captain

<img width="1107" alt="Screenshot 2025-04-28 at 6 11 43 PM"
src="https://github.com/user-attachments/assets/f94cbccc-b4d8-48fd-b6b9-55524129bc50"
/>

enterprise/app/controllers/api/v1/accounts/captain/assistants_controller.rb

@@ -2,7 +2,7 @@ class Api::V1::Accounts::Captain::AssistantsController < Api::V1::Accounts::Base
   before_action :current_account
   before_action -> { check_authorization(Captain::Assistant) }
 
-  before_action :set_assistant, only: [:show, :update, :destroy]
+  before_action :set_assistant, only: [:show, :update, :destroy, :playground]
 
   def index
     @assistants = account_assistants.ordered
@@ -23,6 +23,15 @@ class Api::V1::Accounts::Captain::AssistantsController < Api::V1::Accounts::Base
     head :no_content
   end
 
+  def playground
+    response = Captain::Llm::AssistantChatService.new(assistant: @assistant).generate_response(
+      params[:message_content],
+      message_history
+    )
+
+    render json: response
+  end
+
   private
 
   def set_assistant
@@ -34,6 +43,19 @@ class Api::V1::Accounts::Captain::AssistantsController < Api::V1::Accounts::Base
   end
 
   def assistant_params
-    params.require(:assistant).permit(:name, :description, config: [:product_name, :feature_faq, :feature_memory])
+    params.require(:assistant).permit(:name, :description,
+                                      config: [
+                                        :product_name, :feature_faq, :feature_memory,
+                                        :welcome_message, :handoff_message, :resolution_message,
+                                        :instructions
+                                      ])
+  end
+
+  def playground_params
+    params.require(:assistant).permit(:message_content, message_history: [:role, :content])
+  end
+
+  def message_history
+    (playground_params[:message_history] || []).map { |message| { role: message[:role], content: message[:content] } }
   end
 end

enterprise/app/helpers/captain/chat_helper.rb

@@ -36,6 +36,7 @@ module Captain::ChatHelper
   end
 
   def handle_response(response)
+    Rails.logger.debug { "[CAPTAIN][ChatCompletion] #{response}" }
     message = response.dig('choices', 0, 'message')
     if message['tool_calls']
       process_tool_calls(message['tool_calls'])
@@ -46,20 +47,26 @@ module Captain::ChatHelper
 
   def process_tool_calls(tool_calls)
     append_tool_calls(tool_calls)
-    process_tool_call(tool_calls.first)
-  end
-
-  def process_tool_call(tool_call)
-    return unless tool_call['function']['name'] == 'search_documentation'
-
-    tool_call_id = tool_call['id']
-    query = JSON.parse(tool_call['function']['arguments'])['search_query']
-    sections = fetch_documentation(query)
-    append_tool_response(sections, tool_call_id)
+    tool_calls.each do |tool_call|
+      process_tool_call(tool_call)
+    end
     request_chat_completion
   end
 
+  def process_tool_call(tool_call)
+    tool_call_id = tool_call['id']
+
+    if tool_call['function']['name'] == 'search_documentation'
+      query = JSON.parse(tool_call['function']['arguments'])['search_query']
+      sections = fetch_documentation(query)
+      append_tool_response(sections, tool_call_id)
+    else
+      append_tool_response('', tool_call_id)
+    end
+  end
+
   def fetch_documentation(query)
+    Rails.logger.debug { "[CAPTAIN][DocumentationSearch] #{query}" }
     @assistant
       .responses
       .approved

enterprise/app/jobs/captain/conversation/response_builder_job.rb

@@ -60,7 +60,7 @@ class Captain::Conversation::ResponseBuilderJob < ApplicationJob
   end
 
   def create_handoff_message
-    create_outgoing_message('Transferring to another agent for further assistance.')
+    create_outgoing_message(@assistant.config['handoff_message'] || 'Transferring to another agent for further assistance.')
   end
 
   def create_messages

enterprise/app/jobs/captain/inbox_pending_conversations_resolution_job.rb

@@ -5,12 +5,13 @@ class Captain::InboxPendingConversationsResolutionJob < ApplicationJob
     # limiting the number of conversations to be resolved to avoid any performance issues
     resolvable_conversations = inbox.conversations.pending.where('last_activity_at < ? ', Time.now.utc - 1.hour).limit(Limits::BULK_ACTIONS_LIMIT)
     resolvable_conversations.each do |conversation|
+      resolution_message = conversation.inbox.captain_assistant.config['resolution_message']
       conversation.messages.create!(
         {
           message_type: :outgoing,
           account_id: conversation.account_id,
           inbox_id: conversation.inbox_id,
-          content: I18n.t('conversations.activity.auto_resolution_message')
+          content: resolution_message || I18n.t('conversations.activity.auto_resolution_message')
         }
       )
       conversation.resolved!

enterprise/app/policies/captain/assistant_policy.rb

@@ -18,4 +18,8 @@ class Captain::AssistantPolicy < ApplicationPolicy
   def destroy?
     @account_user.administrator?
   end
+
+  def playground?
+    true
+  end
 end

enterprise/app/services/captain/llm/assistant_chat_service.rb

@@ -22,7 +22,7 @@ class Captain::Llm::AssistantChatService < Llm::BaseOpenAiService
   def system_message
     {
       role: 'system',
-      content: Captain::Llm::SystemPromptsService.assistant_response_generator(@assistant.config['product_name'])
+      content: Captain::Llm::SystemPromptsService.assistant_response_generator(@assistant.config['product_name'], @assistant.config)
     }
   end
 end

enterprise/app/services/captain/llm/system_prompts_service.rb

@@ -103,7 +103,7 @@ class Captain::Llm::SystemPromptsService
       SYSTEM_PROMPT_MESSAGE
     end
 
-    def assistant_response_generator(product_name)
+    def assistant_response_generator(product_name, config = {})
       <<~SYSTEM_PROMPT_MESSAGE
         [Identity]
         You are Captain, a helpful, friendly, and knowledgeable assistant for the product #{product_name}. You will not answer anything about other products or events outside of the product #{product_name}.
@@ -111,6 +111,7 @@ class Captain::Llm::SystemPromptsService
         [Response Guideline]
         - Do not rush giving a response, always give step-by-step instructions to the customer. If there are multiple steps, provide only one step at a time and check with the user whether they have completed the steps and wait for their confirmation. If the user has said okay or yes, continue with the steps.
         - Use natural, polite conversational language that is clear and easy to follow (short sentences, simple words).
+        - Always detect the language from input and reply in the same language. Do not use any other language.
         - Be concise and relevant: Most of your responses should be a sentence or two, unless you're asked to go deeper. Don't monopolize the conversation.
         - Use discourse markers to ease comprehension. Never use the list format.
         - Do not generate a response more than three sentences.
@@ -136,6 +137,7 @@ class Captain::Llm::SystemPromptsService
         - Do not share anything outside of the context provided.
         - Add the reasoning why you arrived at the answer
         - Your answers will always be formatted in a valid JSON hash, as shown below. Never respond in non-JSON format.
+        #{config['instructions'] || ''}
         ```json
         {
           reasoning: '',