zurich_kotak_pwa/src/api/thread.js

import { AGENTS } from './agents.js'
import { baseFieldId } from './config.js'

/**
 * THE WHATSAPP THREAD, BUILT ONCE.
 *
 * The conversation was being reconstructed twice — the timeline read it per
 * audit row, the dialog read it per field — and the two disagreed. The trail
 * printed one entry per turn, so a four-message exchange took more of the page
 * than the entire underwriting chain, and a message the workflow recorded from
 * inside a trigger (the payment request, the issuance note) appeared in the
 * dialog and nowhere in the trail. One builder, two readers, one answer.
 *
 * WHY A THREAD IS NOT A LIST OF ROWS. The audit trail records activities; the
 * conversation is a thing that persists ACROSS them. Three facts make it awkward
 * and they are all handled here rather than in each screen's own guess:
 *
 *   1. The customer's turns and ours are separate activities — `customer-reply`
 *      is performed by the channel, `answer-customer` by Engage — so a turn is
 *      a FIELD on a row, not a row.
 *   2. Two of our sends are not chat activities at all. Request Premium and the
 *      issuance step compose their message inside a trigger and write it to
 *      `customer_answer` alongside their own work (see 98/99/100 in the seed
 *      SQL). They belong in the thread and stay on their own step in the trail.
 *   3. One submission is recorded up to three times — the trigger commit, its
 *      repeat, and the settle — so the same sentence arrives three times.
 *
 * `episodes` is what makes this renderable as a timeline entry. The thread is
 * one conversation, but it happens in bursts: the customer argues about the
 * quote, then KYC and underwriting run for twenty minutes, then the premium
 * request reopens the same thread. An episode is one burst. Collapsing the
 * whole thread into a single entry would date the payment exchange to the
 * moment of the quote objection and destroy the chronology the trail exists
 * for; leaving every turn as its own entry is what it did before. A burst is
 * the unit that is both honest and short.
 */

/** The two activities that ARE the thread — one turn each, either direction. */
export const CHAT_ACTS = new Set(['zk-act-customer-reply', 'zk-act-answer-customer'])

const INBOUND = 'customer_reply'
const OUTBOUND = 'customer_answer'

/**
 * The fields the thread OWNS. A step that writes one is not asked to print it
 * as well — the message belongs to the conversation, and quoting it on the step
 * too is how the payment request came to say the same sentence twice.
 */
export const THREAD_FIELDS = new Set([INBOUND, OUTBOUND])

/** Bookkeeping rows. They interrupt nothing: the platform writing a field is
 *  not a step that broke off a conversation. */
const SYSTEM_ACT = 'DATA_UPDATE'

/**
 * Last resort for a step whose activity_name did not come back — without it the
 * trail prints a raw slug like "zk-act-doc-reminder" in the middle of an
 * otherwise readable story. A guess, but one that reads as English.
 */
export function prettyUid(uid) {
  if (!uid) return 'Step'
  return String(uid)
    .replace(/^zk-act-/, '')
    .split('-')
    .filter(Boolean)
    .map((w) => w.charAt(0).toUpperCase() + w.slice(1))
    .join(' ')
}

/** What to call a step. The server's own name first; the slug, tidied, after. */
export function stepName(row) {
  return row?.activity_name || prettyUid(row?.activity_id)
}

/**
 * `fields[]` is the platform's typed rendering of a submission; `data` is the
 * raw fallback for a row the workflow could not resolve.
 */
function fieldsOf(row) {
  return Array.isArray(row.fields) && row.fields.length
    ? row.fields
    : Object.entries(row.data || {}).map(([k, v]) => ({ field_id: k, value: v }))
}

/** Who sent an outbound turn. Usually Engage; sometimes a person answering by
 *  hand, which must not be attributed to the machine. */
function senderOf(row) {
  const key = (row.user_roles || []).find((r) => AGENTS[r]) || null
  return { agentKey: key, by: key ? AGENTS[key].short : (row.user_name || 'Zurich Kotak') }
}

/** The turns carried by one audit row, in field order. */
function turnsInRow(row) {
  const out = []
  for (const f of fieldsOf(row)) {
    const base = baseFieldId(f.field_id)
    if (!THREAD_FIELDS.has(base)) continue
    const text = typeof f.value === 'string' ? f.value.trim() : ''
    if (!text) continue
    out.push({ side: base === INBOUND ? 'them' : 'us', text })
  }
  return out
}

/**
 * The thread, its bursts, and which audit row carries what.
 *
 * Returns:
 *   turns     every message, oldest first
 *   episodes  contiguous bursts, each with the steps that preceded it
 *   byRow     row id -> { episodeId, sent, received }, so a step that sent a
 *             message can link into the thread instead of quoting it
 */
export function buildThread(rows) {
  const empty = { turns: [], episodes: [], byRow: new Map() }
  if (!Array.isArray(rows) || !rows.length) return empty

  // Sorted on (timestamp, id). One submission writes three rows in the same
  // second, so a timestamp alone leaves their order to the sort's stability and
  // puts a reply before the message it answers whenever the two land together.
  const ordered = [...rows].sort((a, b) => {
    const t = String(a.created_at).localeCompare(String(b.created_at))
    return t !== 0 ? t : (Number(a.id) || 0) - (Number(b.id) || 0)
  })

  const turns = []
  const episodes = []
  const byRow = new Map()
  let current = null
  // The steps seen since the last message, and whether any of them broke off
  // the conversation. `pending` accumulates even before the first message so
  // that the first episode can drop it: there is nothing to bridge yet.
  let pending = []
  let broke = false

  for (const row of ordered) {
    const mine = turnsInRow(row)

    if (!mine.length) {
      // A chat activity that recorded no text is not a step that interrupted
      // anything — it is an empty row. Bookkeeping is not a step either.
      if (row.activity_id === SYSTEM_ACT || CHAT_ACTS.has(row.activity_id)) continue
      if (current) broke = true
      const name = stepName(row)
      if (name && !pending.includes(name)) pending.push(name)
      continue
    }

    const who = senderOf(row)
    for (const t of mine) {
      const prev = turns[turns.length - 1]
      // De-duped against the PREVIOUS turn only. A customer who asks the same
      // thing twice because the first went unanswered has said it twice, and a
      // thread that showed it once would hide exactly the impatience an
      // operator needs to see. Only an immediate repeat is the platform
      // recording one submission three times.
      if (prev && prev.side === t.side && prev.text === t.text) continue

      if (!current || broke) {
        current = {
          id: `ep${episodes.length + 1}`,
          turns: [],
          // What ran between this burst and the one before it. Empty on the
          // first, which begins the conversation rather than resuming it.
          after: episodes.length ? pending : [],
          anchorRowId: row.id,
          anchorIsChat: CHAT_ACTS.has(row.activity_id),
        }
        episodes.push(current)
        broke = false
      }
      pending = []

      const turn = {
        key: `${row.id}-${t.side}-${turns.length}`,
        side: t.side,
        text: t.text,
        at: row.created_at,
        rowId: row.id,
        episodeId: current.id,
        agentKey: t.side === 'us' ? who.agentKey : null,
        by: t.side === 'us' ? who.by : 'the customer',
      }
      current.turns.push(turn)
      turns.push(turn)

      const tally = byRow.get(row.id) || { episodeId: current.id, sent: 0, received: 0 }
      if (t.side === 'us') tally.sent += 1
      else tally.received += 1
      byRow.set(row.id, tally)
    }
  }

  for (const ep of episodes) {
    ep.count = ep.turns.length
    ep.from = ep.turns[0].at
    ep.to = ep.turns[ep.turns.length - 1].at
    // The last exchange, which is where the conversation GOT to — what an
    // operator scanning the trail is actually looking for.
    ep.preview = ep.turns.slice(-2)
  }

  return { turns, episodes, byRow }
}

/**
 * "Verify KYC and Underwriting Screen", "A, B +2 more" — a bridge, not a list.
 * Used for the steps that interrupted a conversation and for the voices in it.
 */
export function listOf(names, max = 2) {
  if (!names || !names.length) return ''
  if (names.length <= max) {
    return names.length === 1 ? names[0] : `${names.slice(0, -1).join(', ')} and ${names[names.length - 1]}`
  }
  return `${names.slice(0, max).join(', ')} +${names.length - max} more`
}