Update files

Dockerfile

@@ -0,0 +1,11 @@
+FROM python:3.12-alpine
+
+WORKDIR /app
+
+COPY requirements.txt .
+RUN pip install --no-cache-dir -r requirements.txt
+
+COPY supportbot/ ./supportbot/
+
+ENTRYPOINT ["python", "-m", "supportbot"]
+CMD ["-c", "/config.yaml"]

README.md

@@ -0,0 +1,86 @@
+# tgsupportbot
+
+A Telegram support bot that forwards messages from users to a group chat, allowing a support team to respond privately.
+
+## How it works
+
+Users message the bot directly. The bot forwards each message to a configured support group (optionally into a specific topic thread). Support staff reply in the group by replying to the forwarded message; the bot delivers the reply back to the user.
+
+If a message goes unanswered, the bot sends a reminder to the group every 6 hours until the conversation is marked finished.
+
+## Setup
+
+### Docker (recommended)
+
+```sh
+docker build -t tgsupportbot .
+docker run -d \
+  -v /path/to/config.yaml:/config.yaml \
+  -v /path/to/data:/data \
+  tgsupportbot
+```
+
+Set `database: "/data/instance.db"` in your config so the database persists outside the container.
+
+### Manual
+
+**Requirements:** Python 3, pip
+
+```sh
+pip install -r requirements.txt
+```
+
+Copy `config.yaml.example` to `config.yaml` and fill in the values (see [Configuration](#configuration) below).
+
+Create a bot via [@BotFather](https://t.me/BotFather), add it to your support group, and give it permission to read and send messages.
+
+```sh
+python -m supportbot -c config.yaml
+```
+
+## Configuration
+
+```yaml
+# Telegram bot token from @BotFather
+bot_token: "BOT_TOKEN_HERE"
+
+# Path to the database file
+database: "./instance.db"
+
+# ID of the support group where messages are forwarded
+target_group: -12345678
+
+# Optional: topic thread ID to use within the group
+message_thread_id: 1
+
+# Message shown to users on /start (HTML)
+welcome_text: |
+  <b>Welcome</b>. Please describe your issue.
+
+# Message shown after a user sends a message (HTML)
+reply_text: |
+  Thanks, we'll get back to you shortly.
+
+# Optional: link template shown in the group alongside user info.
+# %d is replaced with the user's Telegram ID.
+integration_fmt: "https://example.com/users/%d"
+
+# Optional: how often to send reminders for unanswered messages, in minutes (default: 360)
+reminder_interval_minutes: 360
+```
+
+## Group commands
+
+All commands are issued in the support group by replying to a forwarded message.
+
+| Command      | Description                                          |
+| ------------ | ---------------------------------------------------- |
+| `/info`      | Show the user's name, username, and ID               |
+| `/ban`       | Ban the user permanently                             |
+| `/ban 7d`    | Ban the user for a duration (`s`, `m`, `h`, `d`, `w`) |
+| `/unban`     | Unban the user                                       |
+| `/finished`  | Mark the conversation as resolved and stop reminders |
+
+## Reminders
+
+When a user sends a message, the bot starts a reminder timer. If `/finished` has not been used before the interval elapses, a reminder is posted to the group. Reminders repeat at the same interval until `/finished` is used. The timer resets if the user sends another message.

config.yaml.example

@@ -16,3 +16,6 @@ welcome_text: |
 # Message shown when user writes a message to bot (HTML)
 reply_text: |
   Thank you for contacting us, we will reply to your message shortly.
+
+# How often to send reminders for unanswered messages, in minutes (default: 360)
+# reminder_interval_minutes: 360

supportbot/__main__.py

@@ -28,7 +28,7 @@ def usage():
 # well this is just dumb
 class RenamingUnpickler(Unpickler):
 	def find_class(self, module, name):
-		if module == "src.core":
+		if module in ("src.core", "supportbot.__main__", "__main__"):
 			module = "supportbot.bot"
 		return super().find_class(module, name)
 
@@ -44,6 +44,7 @@ def main(configpath, loglevel=logging.INFO):
 	bot.init(config, db)
 
 	try:
+		start_new_thread(bot.reminder_loop)
 		start_new_thread(bot.run, join=True)
 	except KeyboardInterrupt:
 		logging.info("Interrupted, exiting")

supportbot/bot.py

@@ -2,12 +2,14 @@ import telebot
 import logging
 import time
 import json
+import threading
 from datetime import datetime, timedelta
 from typing import Optional
 
 LONG_LONG_TIME = datetime(2100, 1, 1)
 ID_REMIND_DURATION = timedelta(days=2)
 BAN_NOTSENT_WARNING = timedelta(minutes=10)
+REMINDER_CHECK_INTERVAL = 300  # seconds between checks
 ALL_CONTENT_TYPES = ('animation', 'audio', 'contact', 'dice', 'document',
 	'game', 'location', 'photo', 'sticker', 'story', 'text', 'venue', 'video',
 	'video_note', 'voice')
@@ -16,6 +18,7 @@ TMessage = telebot.types.Message
 
 bot: telebot.TeleBot = None
 db = None
+db_lock = threading.Lock()
 
 bot_self_id: int = None
 target_group: Optional[int] = None
@@ -23,9 +26,10 @@ message_thread_id: Optional[int] = None
 welcome_text: str = None
 reply_text: str = None
 integration_fmt: Optional[str] = None
+reply_reminder_interval: timedelta = timedelta(hours=6)
 
 def init(config: dict, _db):
-	global bot, db, bot_self_id, target_group, message_thread_id, welcome_text, reply_text, integration_fmt
+	global bot, db, bot_self_id, target_group, message_thread_id, welcome_text, reply_text, integration_fmt, reply_reminder_interval
 	if not config.get("bot_token"):
 		logging.error("No telegram token specified.")
 		exit(1)
@@ -41,6 +45,8 @@ def init(config: dict, _db):
 	welcome_text = config["welcome_text"]
 	reply_text = config["reply_text"]
 	integration_fmt = config.get("integration_fmt")
+	if config.get("reminder_interval_minutes"):
+		reply_reminder_interval = timedelta(minutes=int(config["reminder_interval_minutes"]))
 
 	set_handler(handle_msg, content_types=ALL_CONTENT_TYPES)
 	bot_self_id = bot.get_me().id
@@ -101,7 +107,8 @@ class ModificationContext():
 		return self.obj
 	def __exit__(self, exc_type, *_):
 		if exc_type is None:
-			db[self.key] = self.obj
+			with db_lock:
+				db[self.key] = self.obj
 
 class User():
 	id: int
@@ -109,12 +116,18 @@ class User():
 	realname: str
 	last_messaged: datetime
 	banned_until: Optional[datetime]
+	replied_to: bool
+	last_reminder_sent: Optional[datetime]
+	last_fwd_msg_id: Optional[int]
 	def __init__(self):
 		self.id = None
 		self.username = None
 		self.realname = None
 		self.last_messaged = None
 		self.banned_until = None
+		self.replied_to = True
+		self.last_reminder_sent = None
+		self.last_fwd_msg_id = None
 	def __eq__(self, other):
 		if isinstance(other, User):
 			return self.id == other.id
@@ -123,6 +136,8 @@ class User():
 		return "<User id=%d>" % self.id
 	def defaults(self):
 		self.last_messaged = datetime(1970, 1, 1)
+		self.replied_to = True
+		self.last_reminder_sent = None
 
 # this is kinda shit
 db_last_sync = 0
@@ -131,15 +146,18 @@ def db_auto_sync():
 	now = int(time.time())
 	if now > db_last_sync + 15:
 		db_last_sync = now
-		db.sync()
+		with db_lock:
+			db.sync()
 #
 
 def db_get_user(id) -> User:
-	return db["u%d" % id]
+	with db_lock:
+		return db["u%d" % id]
 
 def db_modify_user(id, allow_new=False) -> ModificationContext:
 	key = "u%d" % id
-	obj = db.get(key)
+	with db_lock:
+		obj = db.get(key)
 	if obj is None:
 		if allow_new:
 			obj = User()
@@ -165,7 +183,8 @@ def handle_group(ev: TMessage):
 	if ev.reply_to_message.from_user.id != bot_self_id:
 		return
 
-	user_id = db.get("m%d" % ev.reply_to_message.message_id)
+	with db_lock:
+		user_id = db.get("m%d" % ev.reply_to_message.message_id)
 	logging.debug("found id = %d mapped to user %s", ev.reply_to_message.message_id, user_id)
 	if user_id is None:
 		logging.warning("Couldn't find replied to message in target group")
@@ -212,6 +231,12 @@ def handle_group_command(ev: TMessage, user_id: int, c: str, arg: str):
 				user.banned_until = None
 				msg = "User was unbanned."
 			return callwrapper(lambda: bot.send_message(target_group, message_thread_id=message_thread_id, text=msg))
+	elif c == "finished":
+		with db_modify_user(user_id) as user:
+			user.replied_to = True
+			user.last_reminder_sent = None
+		msg = "Marked as replied. Reminders stopped."
+		return callwrapper(lambda: bot.send_message(target_group, message_thread_id=message_thread_id, text=msg))
 
 def handle_private(ev: TMessage):
 	if target_group is None:
@@ -259,15 +284,22 @@ def handle_private(ev: TMessage):
 		callwrapper(lambda: bot.send_message(chat_id=target_group, message_thread_id=message_thread_id, text=msg, parse_mode="HTML"))
 	def f(user_id=user.id):
 		ev2 = bot.forward_message(chat_id=target_group, from_chat_id=ev.chat.id, message_id=ev.message_id, message_thread_id=message_thread_id)
-		db["m%d" % ev2.message_id] = user_id
+		with db_lock:
+			db["m%d" % ev2.message_id] = user_id
+		with db_modify_user(user_id) as u:
+			u.last_fwd_msg_id = ev2.message_id
 		logging.debug("delivered msg from %s -> id = %d", user, ev2.message_id)
-	callwrapper(f)
+	res = callwrapper(f)
+	if res == "blocked":
+		return
 
 	if reply_text:
 		callwrapper(lambda: bot.send_message(ev.chat.id, reply_text, parse_mode="HTML"))
 
 	with db_modify_user(user.id) as user:
 		user.last_messaged = now
+		user.replied_to = False
+		user.last_reminder_sent = now  # first reminder fires REPLY_REMINDER_INTERVAL from now
 
 def handle_private_command(ev: TMessage, user: User, c):
 	if c == "start":
@@ -276,6 +308,55 @@ def handle_private_command(ev: TMessage, user: User, c):
 	elif c == "stop":
 		return True
 
+### Reminders
+
+def reminder_loop():
+	while True:
+		try:
+			_send_pending_reminders()
+		except Exception:
+			logging.exception("Exception in reminder loop")
+		time.sleep(REMINDER_CHECK_INTERVAL)
+
+def _send_pending_reminders():
+	if target_group is None:
+		return
+	now = datetime.now()
+	with db_lock:
+		keys = [k for k in db.keys() if k.startswith("u")]
+		to_remind = []
+		for key in keys:
+			user = db.get(key)
+			if not isinstance(user, User):
+				continue
+			if getattr(user, 'replied_to', True):
+				continue
+			last_reminder = getattr(user, 'last_reminder_sent', None)
+			if last_reminder is not None and now - last_reminder < reply_reminder_interval:
+				continue
+			to_remind.append(user)
+	for user in to_remind:
+		try:
+			_send_reminder(user, now)
+		except Exception:
+			logging.exception("Failed to send reminder for user %d", user.id)
+
+def _send_reminder(user: User, now: datetime):
+	fwd_msg_id = getattr(user, 'last_fwd_msg_id', None)
+	if fwd_msg_id is None:
+		return
+	def f():
+		bot.send_message(chat_id=target_group, message_thread_id=message_thread_id,
+		                 text="\U0001f514 Pending reply", reply_to_message_id=fwd_msg_id)
+	status = callwrapper(f)
+	if status:
+		logging.warning("Reminder failed for user %d: %s", user.id, status)
+		return
+	with db_modify_user(user.id) as u:
+		u.replied_to = False
+		u.last_reminder_sent = now
+	logging.info("Sent reminder for user %d", user.id)
+
 ### Helpers
 
 def str_is_printable(s):