Give support triage the catalog and the last AI call

packages/backend/src/ee/support/support-catalog.spec.ts

@@ -0,0 +1,26 @@
+import { catalogMentions, catalogMentionsLine } from './support-catalog';
+
+describe('catalogMentions', () => {
+  it('finds a catalog connector named in a message, in any language', () => {
+    expect(catalogMentions('Please connect with telegram').map((m) => m.slug)).toContain('telegram-bot');
+    expect(catalogMentions('Как подключить Telegram бот?').map((m) => m.slug)).toContain('telegram-bot');
+  });
+
+  it('needs every word of a multi-word name', () => {
+    const slugs = catalogMentions('my google account').map((m) => m.slug);
+    expect(slugs).not.toContain('google-ads');
+    expect(catalogMentions('Google Ads report').map((m) => m.slug)).toContain('google-ads');
+  });
+
+  it('finds nothing in a message that names no app', () => {
+    expect(catalogMentions('Что мне делать?')).toEqual([]);
+    expect(catalogMentions('')).toEqual([]);
+  });
+
+  it('names the setup page in the prompt line', () => {
+    expect(catalogMentionsLine([{ slug: 'telegram-bot', name: 'Telegram Bot' }])).toContain(
+      'Telegram Bot (/connectors/setup/telegram-bot)',
+    );
+    expect(catalogMentionsLine([])).toMatch(/none found/);
+  });
+});

packages/backend/src/ee/support/support-catalog.ts

@@ -0,0 +1,44 @@
+import { listAdapters } from '../../adapters/catalog';
+import { searchTerms } from '../../adapters/catalog-search';
+
+/** At most this many catalog connectors are named to the triage. */
+const MAX_MENTIONS = 6;
+
+export interface CatalogMention {
+  slug: string;
+  name: string;
+}
+
+/**
+ * Listed catalog connectors a customer names in their messages: every content
+ * word of the connector's name (or of one alias) appears in the text, so
+ * "Telegram" finds Telegram Bot and "Google Ads" finds Google Ads, but
+ * "Google" alone does not pull in every Google connector. The triage used to
+ * see only the workspace's own connectors and answered "we have no Telegram
+ * connector" when the catalog has one.
+ */
+export function catalogMentions(text: string): CatalogMention[] {
+  const words = new Set(searchTerms(text));
+  if (!words.size) return [];
+  const out: CatalogMention[] = [];
+  for (const a of listAdapters()) {
+    if (a.unlisted) continue;
+    const names = [a.name, ...(a.aliases ?? [])];
+    const named = names.some((n) => {
+      const terms = searchTerms(n).filter((w) => w.length > 2);
+      return terms.length > 0 && terms.every((w) => words.has(w));
+    });
+    if (named) out.push({ slug: a.slug, name: a.name });
+    if (out.length >= MAX_MENTIONS) break;
+  }
+  return out;
+}
+
+/** One line for the triage prompt. */
+export function catalogMentionsLine(mentions: CatalogMention[]): string {
+  if (!mentions.length) return 'Catalog connectors named in the messages: none found.';
+  return (
+    'Catalog connectors named in the messages (we have them; setup page per connector): ' +
+    mentions.map((m) => `${m.name} (/connectors/setup/${m.slug})`).join(', ')
+  );
+}

packages/backend/src/ee/support/support-identity.service.spec.ts

@@ -125,6 +125,24 @@ describe('SupportIdentityService', () => {
     expect(attrs.connector_issues).not.toContain('FAKE-not-a-real-credential-0000');
   });
 
+  it('names the connectors and the day of the last successful tool call', async () => {
+    const { svc, prisma } = build();
+    prisma.toolInvocation.findFirst.mockImplementation(async (q: any) =>
+      q.where.status === 'SUCCESS' ? { createdAt: new Date('2026-10-20T08:00:00Z') } : null,
+    );
+    const attrs = await svc.contactAttributes('u1', 'org1');
+    expect(attrs.connector_names).toContain('Etsy');
+    expect(attrs.last_tool_call).toBe('2026-10-20');
+    const q = prisma.toolInvocation.findFirst.mock.calls.find((c: any[]) => c[0].where.status === 'SUCCESS')[0];
+    expect(q.where.organizationId).toBe('org1');
+  });
+
+  it('says "never" when no AI client has called a tool yet', async () => {
+    const { svc, prisma } = build();
+    prisma.toolInvocation.findFirst.mockResolvedValue(null);
+    expect((await svc.contactAttributes('u1', 'org1')).last_tool_call).toBe('never');
+  });
+
   it('filters every query by the caller organization', async () => {
     const { svc, prisma, license } = build();
     await svc.contactAttributes('u1', 'org1');

packages/backend/src/ee/support/support-identity.service.ts

@@ -20,6 +20,7 @@ const CONTEXT_CACHE_MAX = 5_000;
 const JWT_TTL_SECONDS = 60 * 60;
 const ERROR_WINDOW_MS = 24 * 60 * 60_000;
 const MAX_ISSUES = 5;
+const MAX_NAMES = 15;
 const ISSUES_MAX_CHARS = 900;
 
 /**
@@ -116,10 +117,24 @@ export class SupportIdentityService {
 
     const inactive = connectors.filter((c) => !c.isActive).length;
     attrs.connectors = inactive ? `${connectors.length} (${inactive} inactive)` : String(connectors.length);
+    if (connectors.length) attrs.connector_names = connectorNames(connectors);
     attrs.connector_issues = await this.connectorIssues(organizationId, connectors);
+    // "never" with connectors installed is the most common blocker: no AI
+    // client is connected to the workspace's MCP server yet.
+    attrs.last_tool_call = await this.lastToolCall(organizationId);
     return attrs;
   }
 
+  /** Day of the workspace's latest successful tool call, or "never". */
+  private async lastToolCall(organizationId: string): Promise<string> {
+    const last = await this.prisma.toolInvocation.findFirst({
+      where: { organizationId, status: 'SUCCESS' },
+      orderBy: { createdAt: 'desc' },
+      select: { createdAt: true },
+    });
+    return last?.createdAt instanceof Date ? last.createdAt.toISOString().slice(0, 10) : 'never';
+  }
+
   /**
    * One line per connector that needs attention: an auth problem, or calls
    * that failed in the last 24 hours with the latest error (redacted).
@@ -162,6 +177,13 @@ export class SupportIdentityService {
   }
 }
 
+/** The installed connectors' names, bounded. */
+export function connectorNames(connectors: Array<{ name: string }>): string {
+  const names = connectors.slice(0, MAX_NAMES).map((c) => c.name.slice(0, 60));
+  const more = connectors.length - names.length;
+  return names.join(', ') + (more > 0 ? ` and ${more} more` : '');
+}
+
 export function splitName(name: string | null | undefined, email: string): { first: string; last: string } {
   const clean = (name || '').trim().replace(/\s+/g, ' ');
   if (clean) {

packages/backend/src/ee/support/support-triage.service.spec.ts

@@ -120,6 +120,9 @@ describe('SupportTriageService', () => {
     expect(userPrompt).toContain('My Etsy connector says unauthorized');
     expect(userPrompt).not.toContain('internal');
     expect(userPrompt).not.toContain('org-secret');
+    // The catalog connectors the customer names, so the reply never says we lack one.
+    expect(userPrompt).toContain('Etsy (/connectors/setup/etsy)');
+    expect(chat.mock.calls[0][1]).toMatch(/never used to connect an AI assistant/);
     expect(desk.addTags).toHaveBeenCalledWith('c1', ['connector-error', 'cloud', 'trial', 'ai-triaged']);
     expect(desk.setPriority).toHaveBeenCalledWith('c1', 'Medium');
     expect(desk.assignTeam).toHaveBeenCalledWith('c1', 1);

packages/backend/src/ee/support/support-triage.service.ts

@@ -1,6 +1,7 @@
 import { Injectable, Logger } from '@nestjs/common';
 import { chatJson, resolveLlmConfig, LlmConfig } from '../../knowledge-graph/llm-client';
 import { redactPii } from '../../knowledge-graph/redact';
+import { catalogMentions, catalogMentionsLine } from './support-catalog';
 import { LibredeskClient } from './libredesk.client';
 import { supportTriageConfig } from './support-config';
 import { redactSecrets } from './support-redact';
@@ -63,7 +64,7 @@ const SYSTEM_PROMPT = `You triage support conversations for AnythingMCP, a produ
 
 Typical problems: OAuth apps whose redirect URI is not set to <instance URL>/api/mcp-oauth/callback; API keys pasted in the wrong field or with spaces; expired or revoked tokens ("needs_reauth"); the AI client not connected to the MCP URL; trial ended; plan or invoice questions; requests for a connector we do not have yet.
 
-You receive the customer's messages and a snapshot of their workspace (plan, trial end, connectors, connector issues of the last 24 hours). Return ONLY a JSON object:
+You receive the customer's messages, a snapshot of their workspace (plan, trial end, connectors and their names, connector issues of the last 24 hours, last_tool_call: the day of the latest successful tool call or "never") and the catalog connectors the messages name. Return ONLY a JSON object:
 {
   "category": one of ${TRIAGE_CATEGORIES.map((c) => `"${c}"`).join(', ')},
   "priority": "Low" | "Medium" | "High",
@@ -74,7 +75,13 @@ You receive the customer's messages and a snapshot of their workspace (plan, tri
 
 Priority: High when the customer cannot use the product at all, for billing problems, and for enterprise customers; Low for feature and connector requests; otherwise Medium.
 
-Rules for suggested_reply: short, friendly, concrete next steps; use the workspace snapshot when it explains the problem; never promise refunds, cancellations, discounts, deadlines or features; never offer a call or meeting; for billing write that a person will check and reply; do not invent settings or URLs you are not sure of; no em dashes.`;
+Rules for suggested_reply: short, friendly, concrete next steps; use the workspace snapshot when it explains the problem; never promise refunds, cancellations, discounts, deadlines or features; never offer a call or meeting; for billing write that a person will check and reply; do not invent settings or URLs you are not sure of; no em dashes.
+
+Facts to get right:
+- When the catalog line names a connector, we have it: never write that we do not; point to its setup page. Only when it names none and the workspace has none may you say a person will check whether we support the app.
+- Connectors installed but last_tool_call "never" means no AI assistant is connected yet: the next step is adding the MCP server URL (MCP Servers page) to the assistant, e.g. in Claude Customize → Connectors → Add custom connector.
+- The redirect URI <instance URL>/api/mcp-oauth/callback is only for connectors that sign in with OAuth, entered in the provider's developer console. It is never used to connect an AI assistant, for API-key or bot-token connectors (Telegram, for example), or for webhooks.
+- If the customer pasted a password, token or key, say once that it is now visible in the chat and should be revoked or regenerated, and that new ones go only into the connector page.`;
 
 /**
  * Tags, prioritises and annotates every new support conversation. Runs only
@@ -140,6 +147,7 @@ export class SupportTriageService {
     const user = [
       `Channel: ${channel || 'unknown'}`,
       `Workspace snapshot: ${JSON.stringify(snapshot)}`,
+      catalogMentionsLine(catalogMentions(customerText)),
       'Customer messages:',
       redactPii(redactSecrets(customerText)).slice(0, MAX_CUSTOMER_TEXT),
     ].join('\n');
@@ -220,7 +228,9 @@ const KNOWN_ATTRS = [
   'trial_ends_at',
   'role',
   'connectors',
+  'connector_names',
   'connector_issues',
+  'last_tool_call',
   'signed_up_at',
   'email_verified',
 ] as const;
@@ -305,8 +315,9 @@ export function triageNote(r: TriageResult, attrs: Record<string, string>): stri
     ['Organization', attrs.organization_name],
     ['Plan', [attrs.plan, attrs.license_status].filter(Boolean).join(', ')],
     ['Trial ends', attrs.trial_ends_at],
-    ['Connectors', attrs.connectors],
+    ['Connectors', [attrs.connectors, attrs.connector_names].filter(Boolean).join(': ')],
     ['Connector issues', attrs.connector_issues],
+    ['Last AI tool call', attrs.last_tool_call],
     ['Email verified', attrs.email_verified],
   ].filter(([, v]) => v);
   const parts = [