Customer Support History

Reach for CustomerSupportHistory when your support data is split across two shapes — ticket bodies and chat transcripts — and you want one recall call that returns hits from both.

CustomerSupportHistory (crates/lunaris-recipes/src/documentary/customer_support_history.rs) composes a DocumentCorpus for ticket bodies (source = "ticket:<ulid>", ticket_id lands in metadata) and a MessageStream for chat transcripts (source = "chat:<ticket_id>/<turn_idx>/"), plus an opt-in graph pipeline toggle for a product/customer relationship graph.

Method	Signature	Notes
`new`	`fn new(lunaris: Arc<Lunaris>, scope: Scope, scope: Scope) -> Self`	no prefix arg — prefixes `ticket:` and `chat:` are hard-coded
`with_graph_pipeline`	`fn with_graph_pipeline(self, on: bool) -> Self`	`enable()` / `disable()` on the graph handle; builder-style; consumes `self`; default OFF
`ingest_ticket`	`async fn ingest_ticket(ticket_id: impl Into<String>, body: impl Into<String>) -> Result<(), LunarisError>`	`ticket_id` is stamped into metadata; 1 primitive call (`DocumentCorpus::ingest`)
`ingest_chat`	`async fn ingest_chat(ticket_id: impl Into<String>, turn_idx: usize, participant: impl Into<String>, msg: impl Into<String>) -> Result<Lsn, LunarisError>`	`turn_idx` is `usize`; the `ticket_id/turn_idx` slug becomes the `MessageStream` thread id so chats cluster per ticket; 1 primitive call (`MessageStream::ingest`)
`recall`	`async fn recall(query: &str) -> Result<Vec<Hit>, LunarisError>`	2 primitive calls (`DocumentCorpus::search` + `MessageStream::recall`); returns the concatenation of (ticket hits, chat hits)

How `recall` fuses the two buckets

It doesn’t fuse across types. RRF runs within each primitive’s own bucket — ticket hits are RRF-fused among themselves, chat hits among themselves — and recall returns tickets ++ chats. Ordering across the two buckets is not normalised (tie-bucket behaviour is deferred). Each returned hit is checked to carry its expected source prefix (ticket: vs chat:) — a record double-indexed under both prefixes would be caught here rather than silently collapsing duplicates.

The prefixes are hard-coded — this wrapper is a named recipe, not a general composer. If you need different prefixes, compose DocumentCorpus

MessageStream directly.

Example

Shaped after the "refund" recall scenario in crates/lunaris-recipes/tests/documentary_rust_integration.rs:

use std::sync::Arc;
use lunaris::{Lunaris, Scope};
use lunaris_recipes::documentary::CustomerSupportHistory;

#[tokio::main]
async fn main() -> Result<(), lunaris::LunarisError> {
    let lunaris = Arc::new(Lunaris::open("moon://127.0.0.1:6380").await?);
    // The partition every recipe below reads and writes in.
    let scope = Scope::new("acme-support-bot")?;
    let hist = CustomerSupportHistory::new(lunaris.clone(), scope.clone());

    // Ticket bodies → DocumentCorpus under `ticket:<id>`.
    hist.ingest_ticket("T-1042", "Customer requests a refund for order #5567 — duplicate charge.").await?;
    hist.ingest_ticket("T-1043", "Shipment delayed; customer asks for partial refund.").await?;

    // Chat transcripts → MessageStream under `chat:<ticket_id>/<turn>`.
    hist.ingest_chat("T-1042", 0, "customer", "Hi, I was charged twice for order #5567.").await?;
    hist.ingest_chat("T-1042", 1, "agent",    "Apologies — I've issued a full refund, 3-5 business days.").await?;
    hist.ingest_chat("T-1042", 2, "customer", "Thank you!").await?;

    // One recall across BOTH buckets — returns ticket hits ++ chat hits.
    let hits = hist.recall("refund for a duplicate charge").await?;
    for h in &hits {
        let bucket = if h.source.starts_with("ticket:") { "ticket" } else { "chat" };
        println!("[{bucket}] score={:.3} source={} text={}", h.score, h.source, h.text);
    }

    Ok(())
}

Swap the URL for moon://localhost:6380 — the parity test asserts both backends return the same set and that source prefixes are preserved.

Notes

turn_idx is usize, not u32 — pass a plain index.
recall returns a concatenation, not a globally ranked list. If you need a single ranked stream across tickets and chats, re-rank the combined Vec<Hit> yourself (e.g. by Hit::score) or use the cross-encoder reranker on a hand-composed plan — see The Retrieval DSL.
Graph is opt-in and ingest-time. Call with_graph_pipeline(true) before ingesting if you want product/customer edges.
GDPR / retention — to purge one customer’s data, route through Lunaris::forget(ForgetTarget::Scope(...)) on the relevant ticket: / chat: prefixes; see Forgetting.

Keyboard shortcuts

Lunaris

Customer Support History

How recall fuses the two buckets

Example

Notes

How `recall` fuses the two buckets