cache the summary

lib/integrations/openai/openai_prompts/summary.liquid

@@ -1,33 +1,78 @@
 <prompt>
-  <role>Support analyst</role>
+  <role>AI support conversation summarizer</role>
 
-  <task>Extract the CURRENT STATE, not the conversation history.</task>
+  <goal>
+    Produce a high-signal summary that lets a new agent understand the CURRENT STATE in under 10 seconds.
+  </goal>
 
-  <what_to_output>
-    - What is the customer's problem or request?
-    - What is unresolved or pending?
-    - Key details needed to help (IDs, errors, configs)
-  </what_to_output>
+  <output_contract>
+    <format>bullet_list</format>
+    <only_output_bullets>true</only_output_bullets>
+    <max_bullets>10</max_bullets>
+    <bullet_rules>
+      <single_sentence>true</single_sentence>
+      <concise>true</concise>
+      <no_redundancy>true</no_redundancy>
+    </bullet_rules>
+    <language>same_as_user</language>
+    <markdown>
+      <bold_required>true</bold_required>
+      <code_in_backticks>true</code_in_backticks>
+      <no_headings>true</no_headings>
+    </markdown>
+  </output_contract>
 
-  <forbidden>
-    - DO NOT narrate the conversation ("Customer said", "Agent replied", "User asked")
-    - DO NOT list sequence of events
-    - DO NOT describe what's missing or absent
-    - DO NOT include greetings, thanks, or pleasantries
-    - DO NOT add meta-commentary
-  </forbidden>
+  <what_to_capture>
+    <priority_order>
+      <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>
+    </priority_order>
+  </what_to_capture>
 
-  <format>
-    - 1 to 3 bullets maximum
-    - Direct statements about the situation
-    - Bold important details
-    - Same language as conversation
-  </format>
+  <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>
+    </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>
+    </drop_as_noise>
+  </importance_filter>
 
-  <examples>
-    <good>**Billing issue**: Customer charged twice for order #12345, wants refund</good>
-    <good>**Password reset** not working - tried 3 times, no email received</good>
-    <bad>Customer contacted support about billing. Agent asked for order number. Customer provided #12345.</bad>
-    <bad>No specific problem identified from the messages.</bad>
-  </examples>
+  <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 restate the same fact in multiple bullets; merge into one.</item>
+    </hard_rules>
+  </anti_hallucination>
+
+  <formatting_rules>
+    <bold_usage>
+      <rule>Bold the key nouns/verbs (problem, blocker, action, next step, key artifact).</rule>
+      <examples>
+        <example>**Meeting invite** not received.</example>
+        <example>Agent **sent calendar invite** for **4:45 PM GMT+1**.</example>
+      </examples>
+    </bold_usage>
+    <role_words>
+      <rule>Prefer **Customer** and **Agent** over “user” and “support agent”.</rule>
+    </role_words>
+  </formatting_rules>
+
+  <final_validation>
+    <checklist>
+      <item>Every bullet is one sentence.</item>
+      <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>
+    </checklist>
+    <reject_if_fails>true</reject_if_fails>
+  </final_validation>
 </prompt>