Customer service workflow fixes, including continue-as-new (#222)

* Port continue-as-new fix for customer service workflow

- Add case-insensitive string matching in FAQ lookup tool
- Update init_agents to return tuple with agent map for continue-as-new state management
- Implement continue-as-new functionality with proper state serialization
- Fix client output to skip duplicate user message on print

🤖 Generated with [Claude Code](https://claude.ai/code)

Co-Authored-By: Claude <[email protected]>

* cleanup

---------

Co-authored-by: Claude <[email protected]>
Co-authored-by: tconley1428 <[email protected]>

Author: 3 people

openai_agents/customer_service/customer_service.py

@@ -1,5 +1,7 @@
 from __future__ import annotations as _annotations
 
+from typing import Dict, Tuple
+
 from agents import Agent, RunContextWrapper, function_tool, handoff
 from agents.extensions.handoff_prompt import RECOMMENDED_PROMPT_PREFIX
 from pydantic import BaseModel
@@ -23,19 +25,20 @@ class AirlineAgentContext(BaseModel):
     description_override="Lookup frequently asked questions.",
 )
 async def faq_lookup_tool(question: str) -> str:
-    if "bag" in question or "baggage" in question:
+    question_lower = question.lower()
+    if "bag" in question_lower or "baggage" in question_lower:
         return (
             "You are allowed to bring one bag on the plane. "
             "It must be under 50 pounds and 22 inches x 14 inches x 9 inches."
         )
-    elif "seats" in question or "plane" in question:
+    elif "seats" in question_lower or "plane" in question_lower:
         return (
             "There are 120 seats on the plane. "
             "There are 22 business class seats and 98 economy seats. "
             "Exit rows are rows 4 and 16. "
             "Rows 5-8 are Economy Plus, with extra legroom. "
         )
-    elif "wifi" in question:
+    elif "wifi" in question_lower:
         return "We have free wifi on the plane, join Airline-Wifi"
     return "I'm sorry, I don't know the answer to that question."
 
@@ -74,7 +77,9 @@ async def on_seat_booking_handoff(
 ### AGENTS
 
 
-def init_agents() -> Agent[AirlineAgentContext]:
+def init_agents() -> Tuple[
+    Agent[AirlineAgentContext], Dict[str, Agent[AirlineAgentContext]]
+]:
     """
     Initialize the agents for the airline customer service workflow.
     :return: triage agent
@@ -121,7 +126,9 @@ def init_agents() -> Agent[AirlineAgentContext]:
 
     faq_agent.handoffs.append(triage_agent)
     seat_booking_agent.handoffs.append(triage_agent)
-    return triage_agent
+    return triage_agent, {
+        agent.name: agent for agent in [faq_agent, seat_booking_agent, triage_agent]
+    }
 
 
 class ProcessUserMessageInput(BaseModel):

openai_agents/customer_service/run_customer_service_client.py

@@ -67,7 +67,7 @@ async def main():
                 CustomerServiceWorkflow.process_user_message, message_input
             )
             history.extend(new_history)
-            print(*new_history, sep="\n")
+            print(*new_history[1:], sep="\n")
         except WorkflowUpdateFailedError:
             print("** Stale conversation. Reloading...")
             length = len(history)

openai_agents/customer_service/workflows/customer_service_workflow.py

@@ -1,7 +1,7 @@
 from __future__ import annotations as _annotations
 
 from agents import (
-    Agent,
+    HandoffCallItem,
     HandoffOutputItem,
     ItemHelpers,
     MessageOutputItem,
@@ -12,6 +12,7 @@
     TResponseInputItem,
     trace,
 )
+from pydantic import dataclasses
 from temporalio import workflow
 
 from openai_agents.customer_service.customer_service import (
@@ -21,32 +22,65 @@
 )
 
 
+@dataclasses.dataclass
+class CustomerServiceWorkflowState:
+    printed_history: list[str]
+    current_agent_name: str
+    context: AirlineAgentContext
+    input_items: list[TResponseInputItem]
+
+
 @workflow.defn
 class CustomerServiceWorkflow:
     @workflow.init
-    def __init__(self, input_items: list[TResponseInputItem] | None = None):
+    def __init__(
+        self, customer_service_state: CustomerServiceWorkflowState | None = None
+    ):
         self.run_config = RunConfig()
-        self.chat_history: list[str] = []
-        self.current_agent: Agent[AirlineAgentContext] = init_agents()
-        self.context = AirlineAgentContext()
-        self.input_items = [] if input_items is None else input_items
+
+        starting_agent, self.agent_map = init_agents()
+        self.current_agent = (
+            self.agent_map[customer_service_state.current_agent_name]
+            if customer_service_state
+            else starting_agent
+        )
+        self.context = (
+            customer_service_state.context
+            if customer_service_state
+            else AirlineAgentContext()
+        )
+        self.printed_history: list[str] = (
+            customer_service_state.printed_history if customer_service_state else []
+        )
+        self.input_items = (
+            customer_service_state.input_items if customer_service_state else []
+        )
 
     @workflow.run
-    async def run(self, input_items: list[TResponseInputItem] | None = None):
+    async def run(
+        self, customer_service_state: CustomerServiceWorkflowState | None = None
+    ):
         await workflow.wait_condition(
             lambda: workflow.info().is_continue_as_new_suggested()
             and workflow.all_handlers_finished()
         )
-        workflow.continue_as_new(self.input_items)
+        workflow.continue_as_new(
+            CustomerServiceWorkflowState(
+                printed_history=self.printed_history,
+                current_agent_name=self.current_agent.name,
+                context=self.context,
+                input_items=self.input_items,
+            )
+        )
 
     @workflow.query
     def get_chat_history(self) -> list[str]:
-        return self.chat_history
+        return self.printed_history
 
     @workflow.update
     async def process_user_message(self, input: ProcessUserMessageInput) -> list[str]:
-        length = len(self.chat_history)
-        self.chat_history.append(f"User: {input.user_input}")
+        length = len(self.printed_history)
+        self.printed_history.append(f"User: {input.user_input}")
         with trace("Customer service", group_id=workflow.info().workflow_id):
             self.input_items.append({"content": input.user_input, "role": "user"})
             result = await Runner.run(
@@ -59,33 +93,38 @@ async def process_user_message(self, input: ProcessUserMessageInput) -> list[str
             for new_item in result.new_items:
                 agent_name = new_item.agent.name
                 if isinstance(new_item, MessageOutputItem):
-                    self.chat_history.append(
+                    self.printed_history.append(
                         f"{agent_name}: {ItemHelpers.text_message_output(new_item)}"
                     )
                 elif isinstance(new_item, HandoffOutputItem):
-                    self.chat_history.append(
+                    self.printed_history.append(
                         f"Handed off from {new_item.source_agent.name} to {new_item.target_agent.name}"
                     )
+                elif isinstance(new_item, HandoffCallItem):
+                    self.printed_history.append(
+                        f"{agent_name}: Handed off to tool {new_item.raw_item.name}"
+                    )
                 elif isinstance(new_item, ToolCallItem):
-                    self.chat_history.append(f"{agent_name}: Calling a tool")
+                    self.printed_history.append(f"{agent_name}: Calling a tool")
                 elif isinstance(new_item, ToolCallOutputItem):
-                    self.chat_history.append(
+                    self.printed_history.append(
                         f"{agent_name}: Tool call output: {new_item.output}"
                     )
                 else:
-                    self.chat_history.append(
+                    self.printed_history.append(
                         f"{agent_name}: Skipping item: {new_item.__class__.__name__}"
                     )
             self.input_items = result.to_input_list()
             self.current_agent = result.last_agent
-        workflow.set_current_details("\n\n".join(self.chat_history))
-        return self.chat_history[length:]
+        workflow.set_current_details("\n\n".join(self.printed_history))
+
+        return self.printed_history[length:]
 
     @process_user_message.validator
     def validate_process_user_message(self, input: ProcessUserMessageInput) -> None:
         if not input.user_input:
             raise ValueError("User input cannot be empty.")
         if len(input.user_input) > 1000:
             raise ValueError("User input is too long. Please limit to 1000 characters.")
-        if input.chat_length != len(self.chat_history):
+        if input.chat_length != len(self.printed_history):
             raise ValueError("Stale chat history. Please refresh the chat.")