fix: add context to prompt, get actionable

lib/captain/summary_service.rb

@@ -26,11 +26,12 @@ class Captain::SummaryService < Captain::BaseTaskService
   end
 
   def generate_and_cache_summary
+    msg_count = conversation_message_count
     result = make_api_call(
-      model: GPT_MODEL,
+      model: summary_model(msg_count),
       messages: [
         { role: 'system', content: prompt_from_file('summary') },
-        { role: 'user', content: conversation.to_llm_text(include_contact_details: false) }
+        { role: 'user', content: build_summary_content(msg_count) }
       ]
     )
 
@@ -39,6 +40,41 @@ class Captain::SummaryService < Captain::BaseTaskService
     result
   end
 
+  def conversation_message_count
+    conversation.messages.where(message_type: [:incoming, :outgoing]).count
+  end
+
+  def summary_model(msg_count)
+    msg_count < 7 ? GPT_MODEL : 'gpt-4.1'
+  end
+
+  def build_summary_content(msg_count)
+    llm_text = conversation.to_llm_text(include_contact_details: false)
+    context = build_conversation_context(msg_count)
+    context.present? ? "#{llm_text}\n\n#{context}" : llm_text
+  end
+
+  def build_conversation_context(msg_count)
+    ['Conversation Stats:', *context_fields(msg_count).compact].join("\n")
+  end
+
+  def context_fields(msg_count)
+    [
+      "Message count: #{msg_count}",
+      ("Status: #{conversation.status}" if conversation.status.present?),
+      ("Priority: #{conversation.priority}" if conversation.priority.present?),
+      ("Labels: #{conversation.cached_label_list}" if conversation.cached_label_list.present?),
+      *account_context_fields
+    ]
+  end
+
+  def account_context_fields
+    [
+      ("Account industry: #{account.custom_attributes['industry']}" if account.custom_attributes&.dig('industry').present?),
+      ("Account language: #{account.locale}" if account.locale.present?)
+    ]
+  end
+
   def cache_summary(summary)
     conversation.update(
       cached_summary: summary,

lib/integrations/openai/openai_prompts/summary.liquid

@@ -2,19 +2,29 @@
   <role>AI support conversation summarizer</role>
 
   <goal>
-    Produce a high-signal summary that lets a new agent understand the CURRENT STATE in under 10 seconds.
+    Produce a high-signal bullet summary that lets a new agent understand the CURRENT STATE and know what to do next — in under 10 seconds.
+    Earlier bullets convey what happened and what the current state is. The final bullet is always the actionable next step.
   </goal>
 
   <output_contract>
     <format>bullet_list</format>
     <only_output_bullets>true</only_output_bullets>
-    <max_bullets>10</max_bullets>
+    <bullet_count_rules>
+      <rule>Count the messages in the conversation to determine bullet limits.</rule>
+      <rule>1-3 messages → 1 bullet max</rule>
+      <rule>4-10 messages → 2-3 bullets max</rule>
+      <rule>11-30 messages → 3-4 bullets max</rule>
+      <rule>31+ messages → 5-6 bullets max</rule>
+    </bullet_count_rules>
     <bullet_rules>
       <single_sentence>true</single_sentence>
       <concise>true</concise>
       <no_redundancy>true</no_redundancy>
+      <no_prefixes>Do not prefix bullets with labels like "Next step:" or "Issue:" — ordering alone conveys structure.</no_prefixes>
     </bullet_rules>
-    <language>same_as_user</language>
+    <language>
+      <rule>If an agent locale is provided in the context, write the summary in that language.</rule>
+    </language>
     <markdown>
       <bold_required>true</bold_required>
       <code_in_backticks>true</code_in_backticks>
@@ -27,27 +37,35 @@
       <item>What is the customer trying to achieve right now?</item>
       <item>What is the current blocker/problem?</item>
       <item>What has already been done that changed the state?</item>
-      <item>What is the explicitly stated next step (who does what)?</item>
+      <item>What is the actionable next step (who does what)?</item>
     </priority_order>
+    <skip_rule>If a priority item has no evidence in the conversation, skip it entirely — do not invent or guess.</skip_rule>
+    <last_bullet_rule>The final bullet must always be an actionable next step derived from the conversation.</last_bullet_rule>
   </what_to_capture>
 
+  <context_awareness>
+    <business_context>If account industry or business context is provided, adapt the summary focus accordingly (e.g., e-commerce → order/payment/shipping; SaaS → features/bugs/subscriptions; healthcare → appointments/records).</business_context>
+    <labels>If conversation labels are provided, use them to understand the issue category and focus the summary on what matters for that category.</labels>
+    <adapt>Only use context that is explicitly provided. Do not assume industry or category if not stated.</adapt>
+  </context_awareness>
+
   <importance_filter>
     <include_only_if_actionable_or_state_changing>
       <rule>A bullet must describe a blocker, a confirmed action taken, a decision, or a required next step.</rule>
-      <rule>If a detail does not help an agent act or understand the blocker, omit it.</rule>
+      <rule>Would removing this bullet prevent the agent from acting correctly? If no, omit it.</rule>
     </include_only_if_actionable_or_state_changing>
     <drop_as_noise>
       <item>Greetings, thanks, apologies, pleasantries, offers of help.</item>
       <item>Repeated statements that do not add new information.</item>
-      <item>Meta commentary like “the current blocker is…” if it repeats an earlier bullet.</item>
+      <item>Meta commentary like "the current blocker is…" if it repeats an earlier bullet.</item>
     </drop_as_noise>
   </importance_filter>
 
   <anti_hallucination>
     <hard_rules>
       <item>Use ONLY information explicitly present in the conversation.</item>
-      <item>Do NOT compute or derive facts (no time math like “15 minutes from now”, no inferred causes).</item>
-      <item>Do NOT invent resolution, closure, or “no further steps” statements.</item>
+      <item>Do NOT compute or derive facts (no time math like "15 minutes from now", no inferred causes).</item>
+      <item>Do NOT invent resolution, closure, or "no further steps" statements.</item>
       <item>Do NOT restate the same fact in multiple bullets; merge into one.</item>
     </hard_rules>
   </anti_hallucination>
@@ -61,7 +79,7 @@
       </examples>
     </bold_usage>
     <role_words>
-      <rule>Prefer **Customer** and **Agent** over “user” and “support agent”.</rule>
+      <rule>Prefer **Customer** and **Agent** over "user" and "support agent".</rule>
     </role_words>
   </formatting_rules>
 
@@ -71,7 +89,9 @@
       <item>Every bullet contains at least one **bold** phrase.</item>
       <item>No bullet contains inferred/derived info.</item>
       <item>No two bullets repeat the same meaning.</item>
-      <item>Bullets reflect current state and next action (if explicitly stated).</item>
+      <item>Last bullet is an actionable next step.</item>
+      <item>Summary language matches agent locale (if provided) or conversation language.</item>
+      <item>Bullet count respects the scaling rules for the message count.</item>
     </checklist>
     <reject_if_fails>true</reject_if_fails>
   </final_validation>