Add emojis directly and refactor email and Slack messages (#6193)

Co-authored-by: Nathan Yee <nyee@netflix.com>

Author: nathanmyee

src/dispatch/conversation/flows.py

@@ -296,14 +296,14 @@ def get_topic_text(subject: Subject) -> str:
     """Returns the topic details based on subject"""
     if isinstance(subject, Incident):
         return (
-            f":helmet_with_white_cross: {subject.commander.individual.name}, {subject.commander.team} | "
+            f"⛑️ {subject.commander.individual.name}, {subject.commander.team} | "
             f"Status: {subject.status} | "
             f"Type: {subject.incident_type.name} | "
             f"Severity: {subject.incident_severity.name} | "
             f"Priority: {subject.incident_priority.name}"
         )
     return (
-        f":helmet_with_white_cross: {subject.assignee.individual.name}, {subject.assignee.team} | "
+        f"⛑️ {subject.assignee.individual.name}, {subject.assignee.team} | "
         f"Status: {subject.status} | "
         f"Type: {subject.case_type.name} | "
         f"Severity: {subject.case_severity.name} | "

src/dispatch/messaging/strings.py

@@ -433,7 +433,7 @@ class MessageType(DispatchEnum):
 
 
 INCIDENT_NAME_WITH_ENGAGEMENT = {
-    "title": ":rotating_light: {{name}} Incident Notification",
+    "title": "🚨 {{name}} Incident Notification",
     "title_link": "{{ticket_weblink}}",
     "text": NOTIFICATION_PURPOSES_FYI,
     "buttons": [
@@ -469,7 +469,7 @@ class MessageType(DispatchEnum):
 }
 
 INCIDENT_NAME_WITH_ENGAGEMENT_NO_SELF_JOIN = {
-    "title": ":rotating_light: {{name}} Incident Notification",
+    "title": "🚨 {{name}} Incident Notification",
     "title_link": "{{ticket_weblink}}",
     "text": NOTIFICATION_PURPOSES_FYI,
     "buttons": [
@@ -482,13 +482,13 @@ class MessageType(DispatchEnum):
 }
 
 CASE_NAME = {
-    "title": ":briefcase: {{name}} Case Notification",
+    "title": "💼 {{name}} Case Notification",
     "title_link": "{{ticket_weblink}}",
     "text": NOTIFICATION_PURPOSES_FYI,
 }
 
 CASE_NAME_WITH_ENGAGEMENT = {
-    "title": ":briefcase: {{name}} Case Notification",
+    "title": "💼 {{name}} Case Notification",
     "title_link": "{{ticket_weblink}}",
     "text": NOTIFICATION_PURPOSES_FYI,
     "buttons": [
@@ -514,32 +514,39 @@ class MessageType(DispatchEnum):
 }
 
 CASE_NAME_WITH_ENGAGEMENT_NO_SELF_JOIN = {
-    "title": ":briefcase: {{name}} Case Notification",
+    "title": "💼 {{name}} Case Notification",
     "title_link": "{{ticket_weblink}}",
     "text": NOTIFICATION_PURPOSES_FYI,
 }
 
 
 CASE_STATUS_CHANGE = {
-    "title": "*{% set status_emojis = {'Closed': ':white_check_mark:', 'New': ':new:', 'Triage': ':mag:', 'Stable': ':shield:', 'Escalated': ':arrow_up:'} %}{{ status_emojis.get(case_status_new, ':arrows_counterclockwise:') }} Status Change:* {{ case_status_old }} → {{ case_status_new }}",
+    "title": "{% set status_emojis = {'Closed': '✅', 'New': '🆕', 'Triage': '🔍', 'Stable': '🛡️', 'Escalated': '⬆️'} %}{{ status_emojis.get(case_status_new, '🔄') }} Status Change",
+    "text": "{{ case_status_old }} → {{ case_status_new }}",
 }
 
-CASE_TYPE_CHANGE = {"title": "*:label: Case Type Change:* {{ case_type_old }} → {{ case_type_new }}"}
+CASE_TYPE_CHANGE = {
+    "title": "🏷️ Case Type Change",
+    "text": "{{ case_type_old }} → {{ case_type_new }}",
+}
 
 CASE_SEVERITY_CHANGE = {
-    "title": "*{% if case_severity_old.view_order < case_severity_new.view_order %}:arrow_up:{% elif case_severity_old.view_order > case_severity_new.view_order %}:arrow_down:{% else %}:left_right_arrow:{% endif %} Severity Change:* {{ case_severity_old.name }} → {{ case_severity_new.name }}",
+    "title": "{% if case_severity_old.view_order < case_severity_new.view_order %}⬆️{% elif case_severity_old.view_order > case_severity_new.view_order %}⬇️{% else %}↔️{% endif %} Severity Change",
+    "text": "{{ case_severity_old.name }} → {{ case_severity_new.name }}",
 }
 
 CASE_PRIORITY_CHANGE = {
-    "title": "*{% if case_priority_old.view_order < case_priority_new.view_order %}:arrow_up:{% elif case_priority_old.view_order > case_priority_new.view_order %}:arrow_down:{% else %}:left_right_arrow:{% endif %} Priority Change:* {{ case_priority_old.name }} → {{ case_priority_new.name }}",
+    "title": "{% if case_priority_old.view_order < case_priority_new.view_order %}⬆️{% elif case_priority_old.view_order > case_priority_new.view_order %}⬇️{% else %}↔️{% endif %} Priority Change",
+    "text": "{{ case_priority_old.name }} → {{ case_priority_new.name }}",
 }
 
 CASE_VISIBILITY_CHANGE = {
-    "title": "*{% set visibility_emojis = {'Open': ':unlock:', 'Restricted': ':lock:'} %}{{ visibility_emojis.get(case_visibility_new, ':eye:') }} Visibility Change:* {{ case_visibility_old }} → {{ case_visibility_new }}",
+    "title": "{% set visibility_emojis = {'Open': '🔓', 'Restricted': '🔒'} %}{{ visibility_emojis.get(case_visibility_new, '👁️') }} Visibility Change",
+    "text": "{{ case_visibility_old }} → {{ case_visibility_new }}",
 }
 
 INCIDENT_NAME = {
-    "title": ":rotating_light: {{name}} Incident Notification",
+    "title": "🚨 {{name}} Incident Notification",
     "title_link": "{{ticket_weblink}}",
     "text": NOTIFICATION_PURPOSES_FYI,
 }
@@ -552,9 +559,9 @@ class MessageType(DispatchEnum):
 
 INCIDENT_SUMMARY = {"title": "Summary", "text": "{{summary}}"}
 
-INCIDENT_TITLE = {"title": "*:memo: Title:* {{title}}"}
+INCIDENT_TITLE = {"title": "📝 Title", "text": "{{title}}"}
 
-CASE_TITLE = {"title": "*:memo: Title:* {{title}}"}
+CASE_TITLE = {"title": "📝 Title", "text": "{{title}}"}
 
 CASE_STATUS = {
     "title": "Status - {{status}}",
@@ -615,7 +622,8 @@ class MessageType(DispatchEnum):
 }
 
 INCIDENT_COMMANDER = {
-    "title": ":firefighter: Commander: <{{commander_weblink}}|{{commander_fullname}}, {{commander_team}}>",
+    "title": "🧑‍🚒 Commander - {{commander_fullname}}, {{commander_team}}",
+    "title_link": "{{commander_weblink}}",
     "text": INCIDENT_COMMANDER_DESCRIPTION,
 }
 
@@ -662,17 +670,23 @@ class MessageType(DispatchEnum):
 }
 
 INCIDENT_STATUS_CHANGE = {
-    "title": "*{% set status_emojis = {'Closed': ':white_check_mark:', 'Stable': ':shield:', 'Active': ':fire:'} %}{{ status_emojis.get(incident_status_new, ':arrows_counterclockwise:') }} Status Change:* {{ incident_status_old }} → {{ incident_status_new }}",
+    "title": "{% set status_emojis = {'Closed': '✅', 'Stable': '🛡️', 'Active': '🔥'} %}{{ status_emojis.get(incident_status_new, '🔄') }} Status Change",
+    "text": "{{ incident_status_old }} → {{ incident_status_new }}",
 }
 
-INCIDENT_TYPE_CHANGE = {"title": "*:label: Incident Type Change:* {{ incident_type_old }} → {{ incident_type_new }}"}
+INCIDENT_TYPE_CHANGE = {
+    "title": "🏷️ Incident Type Change",
+    "text": "{{ incident_type_old }} → {{ incident_type_new }}",
+}
 
 INCIDENT_SEVERITY_CHANGE = {
-    "title": "*{% if incident_severity_old.view_order < incident_severity_new.view_order %}:arrow_up:{% elif incident_severity_old.view_order > incident_severity_new.view_order %}:arrow_down:{% else %}:left_right_arrow:{% endif %} Severity Change:* {{ incident_severity_old.name }} → {{ incident_severity_new.name }}",
+    "title": "{% if incident_severity_old.view_order < incident_severity_new.view_order %}⬆️{% elif incident_severity_old.view_order > incident_severity_new.view_order %}⬇️{% else %}↔️{% endif %} Severity Change",
+    "text": "{{ incident_severity_old.name }} → {{ incident_severity_new.name }}",
 }
 
 INCIDENT_PRIORITY_CHANGE = {
-    "title": "*{% if incident_priority_old.view_order < incident_priority_new.view_order %}:arrow_up:{% elif incident_priority_old.view_order > incident_priority_new.view_order %}:arrow_down:{% else %}:left_right_arrow:{% endif %} Priority Change:* {{ incident_priority_old.name }} → {{ incident_priority_new.name }}",
+    "title": "{% if incident_priority_old.view_order < incident_priority_new.view_order %}⬆️{% elif incident_priority_old.view_order > incident_priority_new.view_order %}⬇️{% else %}↔️{% endif %} Priority Change",
+    "text": "{{ incident_priority_old.name }} → {{ incident_priority_new.name }}",
 }
 
 INCIDENT_PARTICIPANT_SUGGESTED_READING_ITEM = {
@@ -853,7 +867,8 @@ class MessageType(DispatchEnum):
 }
 
 CASE_ASSIGNEE = {
-    "title": ":female-detective: Assignee: <{{assignee_weblink}}|{{assignee_fullname}}, {{assignee_team}}>",
+    "title": "🕵️‍♀️ Assignee - {{assignee_fullname}}, {{assignee_team}}",
+    "title_link": "{{assignee_weblink}}",
     "text": CASE_ASSIGNEE_DESCRIPTION,
 }
 

src/dispatch/plugins/dispatch_slack/messaging.py

@@ -190,17 +190,25 @@ def build_unexpected_error_message(guid: str) -> str:
 def format_default_text(item: dict):
     """Creates the correct Slack text string based on the item context."""
     if item.get("title_link"):
-        text_part = f"\n{item['text']}" if item.get('text') else ""
-        return f"*<{item['title_link']}|{item['title']}>*{text_part}"
+        return f"*<{item['title_link']}|{item['title']}>*\n{item['text']}"
     if item.get("datetime"):
         return f"*{item['title']}*\n <!date^{int(item['datetime'].timestamp())}^ {{date}} | {item['datetime']}"
     if item.get("title"):
-        text_part = f"\n{item['text']}" if item.get('text') else ""
-        # Check if title already has formatting (contains asterisks)
-        if '*' in item['title']:
-            return f"{item['title']}{text_part}"
+        # Titles that should be combined on a single line with ": "
+        single_line_titles = {
+            "📝 Title",
+        }
+
+        if item.get('text'):
+            # Check if this title should be on a single line or text contains → (e.g. a state transition)
+            if item['title'] in single_line_titles or '→' in item['text']:
+                text_part = f": {item['text']}"
+            else:
+                text_part = f"\n{item['text']}"
         else:
-            return f"*{item['title']}*{text_part}"
+            text_part = ""
+
+        return f"*{item['title']}*{text_part}"
     return item.get("text", "")
 
 

src/dispatch/plugins/dispatch_slack/service.py

@@ -734,7 +734,7 @@ def create_genai_message_metadata_blocks(
         message = json_to_slack_format(message)
 
     # Truncate the text if it exceeds Block Kit's maximum length of 3000 characters
-    text = f":magic_wand: *{title}*\n\n{message}"
+    text = f"🪄 *{title}*\n\n{message}"
     text = f"{text[:2997]}..." if len(text) > 3000 else text
     blocks.append(
         Section(text=text),

tests/ai/test_ai_service.py

@@ -86,7 +86,7 @@ def get_plugin_side_effect(db_session, plugin_type, project_id):
                 subject=mock_subject,
                 project=mock_project,
                 channel_id="test-channel",
-                important_reaction=":white_check_mark:",
+                important_reaction="✅",
                 participant_email="test@example.com",
             )
 
@@ -152,7 +152,7 @@ def get_plugin_side_effect(db_session, plugin_type, project_id):
                 subject=mock_subject,
                 project=mock_project,
                 channel_id="test-channel",
-                important_reaction=":white_check_mark:",
+                important_reaction="✅",
                 participant_email="test@example.com",
             )
 
@@ -194,7 +194,7 @@ def test_generate_read_in_summary_cache_hit(
                 subject=mock_subject,
                 project=mock_project,
                 channel_id="test-channel",
-                important_reaction=":white_check_mark:",
+                important_reaction="✅",
                 participant_email="test@example.com",
             )
 
@@ -248,7 +248,7 @@ def get_plugin_side_effect(db_session, plugin_type, project_id):
                 subject=mock_subject,
                 project=mock_project,
                 channel_id="test-channel",
-                important_reaction=":white_check_mark:",
+                important_reaction="✅",
                 participant_email="test@example.com",
             )
 
@@ -275,7 +275,7 @@ def test_generate_read_in_summary_no_ai_plugin(self, session, mock_subject, mock
                 subject=mock_subject,
                 project=mock_project,
                 channel_id="test-channel",
-                important_reaction=":white_check_mark:",
+                important_reaction="✅",
                 participant_email="test@example.com",
             )
 
@@ -313,7 +313,7 @@ def test_generate_read_in_summary_no_conversation_plugin(
                 subject=mock_subject,
                 project=mock_project,
                 channel_id="test-channel",
-                important_reaction=":white_check_mark:",
+                important_reaction="✅",
                 participant_email="test@example.com",
             )
 
@@ -361,7 +361,7 @@ def get_plugin_side_effect(db_session, plugin_type, project_id):
                 subject=mock_subject,
                 project=mock_project,
                 channel_id="test-channel",
-                important_reaction=":white_check_mark:",
+                important_reaction="✅",
                 participant_email="test@example.com",
             )
 
@@ -412,7 +412,7 @@ def get_plugin_side_effect(db_session, plugin_type, project_id):
                 subject=mock_subject,
                 project=mock_project,
                 channel_id="test-channel",
-                important_reaction=":white_check_mark:",
+                important_reaction="✅",
                 participant_email="test@example.com",
             )
 
@@ -442,7 +442,7 @@ def test_generate_read_in_summary_event_query_incident(
                 subject=mock_subject,
                 project=mock_project,
                 channel_id="test-channel",
-                important_reaction=":white_check_mark:",
+                important_reaction="✅",
                 participant_email="test@example.com",
             )
 
@@ -465,7 +465,7 @@ def test_generate_read_in_summary_event_query_case(self, session, mock_subject,
                 subject=mock_subject,
                 project=mock_project,
                 channel_id="test-channel",
-                important_reaction=":white_check_mark:",
+                important_reaction="✅",
                 participant_email="test@example.com",
             )
 
@@ -541,7 +541,7 @@ def get_plugin_side_effect(db_session, plugin_type, project_id):
                 db_session=session,
                 incident=mock_incident,
                 project=mock_project,
-                important_reaction=":fire:",
+                important_reaction="🔥",
             )
 
             # Assertions
@@ -579,7 +579,7 @@ def test_generate_tactical_report_no_ai_plugin(self, session, mock_incident, moc
                 db_session=session,
                 incident=mock_incident,
                 project=mock_project,
-                important_reaction=":fire:",
+                important_reaction="🔥",
             )
             print(type(result))
             assert isinstance(result, TacticalReportResponse)
@@ -606,7 +606,7 @@ def test_generate_tactical_report_no_conversation_plugin(
                 db_session=session,
                 incident=mock_incident,
                 project=mock_project,
-                important_reaction=":fire:",
+                important_reaction="🔥",
             )
 
             assert isinstance(result, TacticalReportResponse)
@@ -642,7 +642,7 @@ def get_plugin_side_effect(db_session, plugin_type, project_id):
                 db_session=session,
                 incident=mock_incident,
                 project=mock_project,
-                important_reaction=":fire:",
+                important_reaction="🔥",
             )
 
             assert isinstance(result, TacticalReportResponse)
@@ -681,7 +681,7 @@ def get_plugin_side_effect(db_session, plugin_type, project_id):
                 db_session=session,
                 incident=mock_incident,
                 project=mock_project,
-                important_reaction=":fire:",
+                important_reaction="🔥",
             )
 
             assert isinstance(result, TacticalReportResponse)