merge: hardening/apr-week2 → master (v0.13-ai-coaching)

AI coaching pipeline + sidecar hardening.

Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>

.dockerignore

@@ -1,3 +1,14 @@
+# Build artifacts and host-installed deps — the multi-stage Dockerfile
+# rebuilds these inside the container for the target platform, so the
+# host copies must NOT leak in (would clobber linux/amd64 binaries
+# with darwin/arm64 ones).
+dist
+node_modules
+
+# Secrets and local state
 .env
+.env.local
 .git
-src
+
+# Local data dirs (Redis cache file, setup-state, etc.)
+data

.gitignore

@@ -37,3 +37,8 @@ lerna-debug.log*
 
 # Environment
 .env
+
+# Widget config — instance-specific, auto-generated on first boot.
+# Each environment mints its own HMAC-signed site key.
+data/widget.json
+data/widget-backups/

.woodpecker.yml

@@ -0,0 +1,24 @@
+# Woodpecker CI pipeline for Helix Engage Server (sidecar)
+
+when:
+  - event: [push, manual]
+
+steps:
+  unit-tests:
+    image: node:20
+    commands:
+      - npm ci
+      - npm test -- --ci --forceExit
+
+  notify-teams:
+    image: curlimages/curl
+    environment:
+      TEAMS_WEBHOOK:
+        from_secret: teams_webhook
+    commands:
+      - >
+        curl -s -X POST "$TEAMS_WEBHOOK"
+        -H "Content-Type:application/json"
+        -d '{"type":"message","attachments":[{"contentType":"application/vnd.microsoft.card.adaptive","content":{"type":"AdaptiveCard","version":"1.4","body":[{"type":"TextBlock","size":"Medium","weight":"Bolder","text":"Helix Engage Server — Build #'"$CI_PIPELINE_NUMBER"'"},{"type":"TextBlock","text":"Branch: '"$CI_COMMIT_BRANCH"'","wrap":true},{"type":"TextBlock","text":"'"$(echo $CI_COMMIT_MESSAGE | head -c 80)"'","wrap":true}],"actions":[{"type":"Action.OpenUrl","title":"View Pipeline","url":"https://operations.healix360.net/repos/2/pipeline/'"$CI_PIPELINE_NUMBER"'"}]}}]}'
+    when:
+      - status: [success, failure]

Dockerfile

@@ -1,7 +1,58 @@
+# syntax=docker/dockerfile:1.7
+#
+# Multi-stage build for the helix-engage sidecar.
+#
+# Why multi-stage instead of "build on host, COPY dist + node_modules"?
+# The host (developer Mac, CI runner) is rarely the same architecture
+# as the target (linux/amd64 EC2 / VPS). Copying a host-built
+# node_modules brings darwin-arm64 native bindings (sharp, livekit,
+# fsevents, etc.) into the runtime image, which crash on first import.
+# This Dockerfile rebuilds inside the target-platform container so
+# native bindings are downloaded/compiled for the right arch.
+#
+# The build stage runs `npm ci` + `nest build`, then `npm prune` to
+# strip dev deps. The runtime stage carries forward only `dist/`,
+# the pruned `node_modules/`, and `package.json`.
+
+# --- Builder stage ----------------------------------------------------------
+FROM node:22-slim AS builder
+WORKDIR /app
+
+# Build deps for any native modules whose prebuilt binaries miss the
+# target arch. Kept minimal — node:22-slim already ships most of what's
+# needed for the deps in this project, but python/make/g++ are the
+# canonical "I might need to gyp-rebuild" trio.
+RUN apt-get update \
+ && apt-get install -y --no-install-recommends \
+        python3 \
+        make \
+        g++ \
+ && rm -rf /var/lib/apt/lists/*
+
+# Lockfile-only install first so this layer caches when only source
+# changes — much faster repeat builds.
+COPY package.json package-lock.json ./
+RUN npm ci --no-audit --no-fund --loglevel=verbose
+
+# Source + build config
+COPY tsconfig.json tsconfig.build.json nest-cli.json ./
+COPY src ./src
+
+RUN npm run build
+
+# Strip dev dependencies so the runtime image stays small.
+RUN npm prune --omit=dev
+
+
+# --- Runtime stage ----------------------------------------------------------
 FROM node:22-slim
 WORKDIR /app
-COPY dist ./dist
+
-COPY node_modules ./node_modules
+# Bring across only what the runtime needs. Source, dev deps, build
-COPY package.json ./
+# tooling all stay in the builder stage and get discarded.
+COPY --from=builder /app/dist ./dist
+COPY --from=builder /app/node_modules ./node_modules
+COPY --from=builder /app/package.json ./
+
 EXPOSE 4100
 CMD ["node", "dist/main.js"]

README.md

@@ -1,98 +1,210 @@
-<p align="center">
+# Helix Engage Server — Sidecar Backend
-  <a href="http://nestjs.com/" target="blank"><img src="https://nestjs.com/img/logo-small.svg" width="120" alt="Nest Logo" /></a>
-</p>
 
-[circleci-image]: https://img.shields.io/circleci/build/github/nestjs/nest/master?token=abc123def456
+NestJS sidecar that bridges Ozonetel telephony APIs with the FortyTwo platform. Handles agent auth, call control, disposition, missed call queue, worklist aggregation, AI enrichment, and live call assist.
-[circleci-url]: https://circleci.com/gh/nestjs/nest
 
-  <p align="center">A progressive <a href="http://nodejs.org" target="_blank">Node.js</a> framework for building efficient and scalable server-side applications.</p>
+**Owner: Karthik**
-    <p align="center">
-<a href="https://www.npmjs.com/~nestjscore" target="_blank"><img src="https://img.shields.io/npm/v/@nestjs/core.svg" alt="NPM Version" /></a>
-<a href="https://www.npmjs.com/~nestjscore" target="_blank"><img src="https://img.shields.io/npm/l/@nestjs/core.svg" alt="Package License" /></a>
-<a href="https://www.npmjs.com/~nestjscore" target="_blank"><img src="https://img.shields.io/npm/dm/@nestjs/common.svg" alt="NPM Downloads" /></a>
-<a href="https://circleci.com/gh/nestjs/nest" target="_blank"><img src="https://img.shields.io/circleci/build/github/nestjs/nest/master" alt="CircleCI" /></a>
-<a href="https://discord.gg/G7Qnnhy" target="_blank"><img src="https://img.shields.io/badge/discord-online-brightgreen.svg" alt="Discord"/></a>
-<a href="https://opencollective.com/nest#backer" target="_blank"><img src="https://opencollective.com/nest/backers/badge.svg" alt="Backers on Open Collective" /></a>
-<a href="https://opencollective.com/nest#sponsor" target="_blank"><img src="https://opencollective.com/nest/sponsors/badge.svg" alt="Sponsors on Open Collective" /></a>
-  <a href="https://paypal.me/kamilmysliwiec" target="_blank"><img src="https://img.shields.io/badge/Donate-PayPal-ff3f59.svg" alt="Donate us"/></a>
-    <a href="https://opencollective.com/nest#sponsor"  target="_blank"><img src="https://img.shields.io/badge/Support%20us-Open%20Collective-41B883.svg" alt="Support us"></a>
-  <a href="https://twitter.com/nestframework" target="_blank"><img src="https://img.shields.io/twitter/follow/nestframework.svg?style=social&label=Follow" alt="Follow us on Twitter"></a>
-</p>
-  <!--[![Backers on Open Collective](https://opencollective.com/nest/backers/badge.svg)](https://opencollective.com/nest#backer)
-  [![Sponsors on Open Collective](https://opencollective.com/nest/sponsors/badge.svg)](https://opencollective.com/nest#sponsor)-->
 
-## Description
+## Architecture
 
-[Nest](https://github.com/nestjs/nest) framework TypeScript starter repository.
+```
-
+┌─────────────────────┐     ┌──────────────────────┐     ┌─────────────────────┐
-## Project setup
+│   helix-engage      │     │ helix-engage-server   │     │  FortyTwo Platform  │
-
+│   React frontend    │────▶│ (this repo)           │────▶│  GraphQL API        │
-```bash
+│                     │     │ Port 4100             │     │  Port 4000          │
-$ npm install
+└─────────────────────┘     └──────────────────────┘     └─────────────────────┘
+                                     │
+                                     │  Ozonetel CloudAgent APIs
+                                     ▼
+                              ┌──────────────┐
+                              │ Ozonetel     │
+                              │ in1-ccaas-api│
+                              └──────────────┘
 ```
 
-## Compile and run the project
+This server has **no database**. All persistent data flows to/from the FortyTwo platform via GraphQL. Ozonetel is the telephony provider (CloudAgent APIs).
+
+**Three repos:**
+| Repo | Purpose | Owner |
+|------|---------|-------|
+| `helix-engage` | React frontend | Mouli |
+| `helix-engage-server` (this) | NestJS sidecar | Karthik |
+| `helix-engage-app` | FortyTwo SDK app — entity schemas | Shared |
+
+## Getting Started
 
 ```bash
-# development
+npm install
-$ npm run start
+npm run start:dev    # http://localhost:4100 (watch mode)
-
+npm run build        # Production build
-# watch mode
+npm run start:prod   # Run production build
-$ npm run start:dev
-
-# production mode
-$ npm run start:prod
 ```
 
-## Run tests
+### Environment Variables
 
-```bash
+| Variable | Purpose | Default |
-# unit tests
+|----------|---------|---------|
-$ npm run test
+| `PORT` | Server port | `4100` |
+| `CORS_ORIGIN` | Allowed frontend origin | `http://localhost:5173` |
+| `PLATFORM_GRAPHQL_URL` | FortyTwo GraphQL endpoint | `http://localhost:4000/graphql` |
+| `PLATFORM_API_KEY` | FortyTwo API key (server-to-server) | — |
+| `EXOTEL_API_KEY` | Ozonetel API key | — |
+| `EXOTEL_API_TOKEN` | Ozonetel API token | — |
+| `EXOTEL_ACCOUNT_SID` | Ozonetel account SID | — |
+| `OZONETEL_AGENT_ID` | Default agent ID | `agent3` |
+| `OZONETEL_AGENT_PASSWORD` | Default agent password | — |
+| `OZONETEL_SIP_ID` | Default SIP extension | `521814` |
+| `OZONETEL_DID` | Inbound DID number | `918041763265` |
+| `OZONETEL_CAMPAIGN_NAME` | Default campaign | `Inbound_918041763265` |
+| `MISSED_QUEUE_POLL_INTERVAL_MS` | Missed call ingestion interval | `30000` |
+| `OPENAI_API_KEY` | For AI enrichment / call assist | — |
+| `ANTHROPIC_API_KEY` | Alternative AI provider | — |
+| `DEEPGRAM_API_KEY` | Live transcription (STT) | — |
 
-# e2e tests
+## Module Structure
-$ npm run test:e2e
 
-# test coverage
-$ npm run test:cov
 ```
+src/
+├── ozonetel/               # ⚡ Ozonetel telephony — WHERE MOST WORK HAPPENS
+│   ├── ozonetel-agent.controller.ts   # REST endpoints for agent operations
+│   ├── ozonetel-agent.service.ts      # Ozonetel API wrapper (token, CDR, abandon calls)
+│   ├── ozonetel-agent.module.ts       # Module wiring
+│   └── kookoo-ivr.controller.ts       # IVR callback handler (XML responses)
+│
+├── worklist/               # Agent task queue + missed call queue
+│   ├── worklist.controller.ts         # GET /api/worklist, missed queue endpoints
+│   ├── worklist.service.ts            # Aggregates leads + missed calls + follow-ups
+│   ├── missed-queue.service.ts        # Ingestion, dedup, auto-assignment
+│   ├── missed-call-webhook.controller.ts  # Webhook receiver
+│   └── kookoo-callback.controller.ts  # Kookoo webhook
+│
+├── call-events/            # Real-time call event processing
+│   ├── call-events.service.ts     # Incoming call handling, AI enrichment, disposition logging
+│   ├── call-events.gateway.ts     # WebSocket push to frontend (Socket.IO)
+│   └── call-lookup.controller.ts  # Reverse phone lookup + AI enrichment
+│
+├── platform/               # FortyTwo platform GraphQL client
+│   ├── platform-graphql.service.ts    # query() for server-to-server, queryWithAuth() for user JWT
+│   ├── platform.types.ts             # Lead, Call, Activity types
+│   └── platform.module.ts
+│
+├── search/                 # Cross-entity search
+│   └── search.controller.ts          # GET /api/search — leads + patients + appointments
+│
+├── call-assist/            # Live call assistance
+│   └── (Socket.IO namespace /call-assist, Deepgram STT, AI suggestions)
+│
+├── ai/                     # AI enrichment (lead summaries, suggested actions)
+├── auth/                   # User auth proxy
+├── graphql-proxy/          # GraphQL passthrough to platform
+├── health/                 # Health check endpoint
+├── config/
+│   └── configuration.ts    # All env var loading
+├── app.module.ts           # Root module — imports all feature modules
+└── main.ts                 # NestJS bootstrap (port 4100, CORS)
+```
+
+## API Endpoints
+
+### Ozonetel Agent (`/api/ozonetel/`)
+
+| Method | Path | Purpose |
+|--------|------|---------|
+| POST | `/agent-login` | Agent login to Ozonetel |
+| POST | `/agent-logout` | Agent logout |
+| POST | `/agent-state` | Change state (Ready/Pause) + auto-assign missed call on Ready |
+| POST | `/agent-ready` | Force ready (logout + login) |
+| POST | `/dispose` | Submit call disposition + update missed call status + auto-assign next |
+| POST | `/dial` | Manual outbound dial |
+| POST | `/call-control` | CONFERENCE, HOLD, UNHOLD, MUTE, UNMUTE, KICK_CALL |
+| POST | `/recording` | Pause/unpause recording |
+| GET | `/missed-calls` | Raw Ozonetel abandon calls |
+| GET | `/call-history?date=` | CDR for a date |
+| GET | `/performance?date=` | Aggregated agent metrics |
+
+### Worklist (`/api/worklist/`)
+
+| Method | Path | Purpose |
+|--------|------|---------|
+| GET | `/` | Agent's worklist (missed calls + follow-ups + leads) |
+| GET | `/missed-queue` | Missed calls grouped by callback status |
+| PATCH | `/missed-queue/:id/status` | Update callback status on a missed call |
+
+### Other
+
+| Method | Path | Purpose |
+|--------|------|---------|
+| GET | `/api/search?q=` | Cross-entity search (leads, patients, appointments) |
+| POST | `/api/call/lookup` | Reverse phone lookup + AI enrichment |
+| GET | `/api/health` | Health check |
+| POST | `/graphql` | GraphQL proxy to platform |
+
+## Troubleshooting Guide — Where to Look
+
+### "Agent can't log in to Ozonetel"
+**File:** `src/ozonetel/ozonetel-agent.controller.ts` → `agentLogin()`
+**Service:** `src/ozonetel/ozonetel-agent.service.ts` → `loginAgent()`
+Uses HTTP Basic auth to Ozonetel's `AgentAuthenticationV2` endpoint. "Already logged in" responses have `status: "error"` but are not real errors. Check `OZONETEL_AGENT_ID` and `OZONETEL_AGENT_PASSWORD` env vars.
+
+### "Disposition failing / ACW not releasing"
+**File:** `src/ozonetel/ozonetel-agent.controller.ts` → `dispose()`
+**Service:** `src/ozonetel/ozonetel-agent.service.ts` → `setDisposition()`
+All dispositions currently map to `'General Enquiry'` (campaign limitation). Uses `autoRelease: 'true'` to end ACW. If agent stays in ACW, the Ozonetel campaign's wrapup time (8s) may not have elapsed.
+
+### "Missed calls not being ingested"
+**File:** `src/worklist/missed-queue.service.ts` → `ingest()`
+Runs on a 30s interval (`onModuleInit`). Polls Ozonetel `abandonCalls` API for the last 5 minutes. Look for log lines with `[MissedQueueService]`. Common issues: Ozonetel token expired (55-min cache), platform API key missing, phone number format mismatch.
+
+### "Auto-assignment not working"
+**File:** `src/worklist/missed-queue.service.ts` → `assignNext()`
+Triggered from two places: `dispose()` and `agent-state()` in `ozonetel-agent.controller.ts`. Queries platform for oldest `PENDING_CALLBACK` call with empty `agentName`. Uses a mutex to prevent race conditions. If no calls are assigned, check that `callbackstatus` field exists on the Call entity (custom field, all-lowercase in GraphQL).
+
+### "Worklist returning empty"
+**File:** `src/worklist/worklist.service.ts`
+Three parallel queries: `getMissedCalls()`, `getPendingFollowUps()`, `getAssignedLeads()`. All filter by `agentName`. If the agent name from the JWT doesn't match what's stored in lead/call records, results will be empty. Check `resolveAgentName()` in `worklist.controller.ts`.
+
+### "Call events / webhooks not arriving"
+**File:** `src/call-events/call-events.service.ts`
+Ozonetel sends webhooks to the sidecar. Check that the webhook URL is configured in the Ozonetel dashboard and that the sidecar is reachable from the internet (Caddy reverse proxy on the VPS).
+
+### "AI enrichment / call assist broken"
+**Files:** `src/ai/`, `src/call-assist/`
+Live transcription uses Deepgram Nova STT via raw WebSocket. AI suggestions use OpenAI gpt-4o-mini. Check `DEEPGRAM_API_KEY` and `OPENAI_API_KEY` env vars. The call-assist gateway uses Socket.IO namespace `/call-assist`.
+
+### "Search not finding records"
+**File:** `src/search/search.controller.ts`
+Runs three parallel GraphQL queries (leads, patients, appointments), filters client-side. Requires minimum 2 characters. Uses the user's JWT (passed from frontend auth header).
+
+## Key Technical Patterns
+
+### Two Auth Models
+1. **User JWT passthrough** — `platform.queryWithAuth(query, vars, authHeader)` — for user-facing endpoints (worklist, search). The frontend sends its JWT and the sidecar forwards it.
+2. **Server API key** — `platform.query(query, vars)` — for server-to-server operations (missed call ingestion, auto-assignment). Uses `PLATFORM_API_KEY`.
+
+### Ozonetel Token Caching
+`ozonetel-agent.service.ts` → `getToken()` caches the bearer token for 55 minutes (tokens expire at 60 min). All CloudAgent API calls use this cached token.
+
+### Custom Field Naming
+Fields added via the FortyTwo admin portal use **all-lowercase** GraphQL names:
+- `callbackstatus` (not `callbackStatus`)
+- `callsourcenumber` (not `callSourceNumber`)
+- `missedcallcount` (not `missedCallCount`)
+- `callbackattemptedat` (not `callbackAttemptedAt`)
+
+App-defined (managed) fields keep camelCase: `callStatus`, `agentName`, etc.
+
+### Error Handling Pattern
+Ozonetel endpoints return `{ status: 'error', message }` instead of throwing — this prevents UI from blocking on telephony failures. The frontend catches errors silently on disposition and recording.
 
 ## Deployment
 
-When you're ready to deploy your NestJS application to production, there are some key steps you can take to ensure it runs as efficiently as possible. Check out the [deployment documentation](https://docs.nestjs.com/deployment) for more information.
-
-If you are looking for a cloud-based platform to deploy your NestJS application, check out [Mau](https://mau.nestjs.com), our official platform for deploying NestJS applications on AWS. Mau makes deployment straightforward and fast, requiring just a few simple steps:
-
 ```bash
-$ npm install -g @nestjs/mau
+npm run build
-$ mau deploy
+# Then tar + scp + docker cp + restart (see deploy script in project docs)
 ```
 
-With Mau, you can deploy your application in just a few clicks, allowing you to focus on building features rather than managing infrastructure.
+The sidecar runs inside a Docker container (`fortytwo-staging-sidecar-1`) on the staging VPS.
 
-## Resources
+## Git Workflow
 
-Check out a few resources that may come in handy when working with NestJS:
+- `dev` — active development
-
+- `master` — stable baseline
-- Visit the [NestJS Documentation](https://docs.nestjs.com) to learn more about the framework.
-- For questions and support, please visit our [Discord channel](https://discord.gg/G7Qnnhy).
-- To dive deeper and get more hands-on experience, check out our official video [courses](https://courses.nestjs.com/).
-- Deploy your application to AWS with the help of [NestJS Mau](https://mau.nestjs.com) in just a few clicks.
-- Visualize your application graph and interact with the NestJS application in real-time using [NestJS Devtools](https://devtools.nestjs.com).
-- Need help with your project (part-time to full-time)? Check out our official [enterprise support](https://enterprise.nestjs.com).
-- To stay in the loop and get updates, follow us on [X](https://x.com/nestframework) and [LinkedIn](https://linkedin.com/company/nestjs).
-- Looking for a job, or have a job to offer? Check out our official [Jobs board](https://jobs.nestjs.com).
-
-## Support
-
-Nest is an MIT-licensed open source project. It can grow thanks to the sponsors and support by the amazing backers. If you'd like to join them, please [read more here](https://docs.nestjs.com/support).
-
-## Stay in touch
-
-- Author - [Kamil Myśliwiec](https://twitter.com/kammysliwiec)
-- Website - [https://nestjs.com](https://nestjs.com/)
-- Twitter - [@nestframework](https://twitter.com/nestframework)
-
-## License
-
-Nest is [MIT licensed](https://github.com/nestjs/nest/blob/master/LICENSE).

data/theme-backups/theme-2026-04-02T09-33-40-460Z.json

@@ -0,0 +1,50 @@
+{
+  "brand": {
+    "name": "Helix Engage",
+    "hospitalName": "Global Hospital",
+    "logo": "/helix-logo.png",
+    "favicon": "/favicon.ico"
+  },
+  "colors": {
+    "brand": {
+      "25": "rgb(239 246 255)",
+      "50": "rgb(219 234 254)",
+      "100": "rgb(191 219 254)",
+      "200": "rgb(147 197 253)",
+      "300": "rgb(96 165 250)",
+      "400": "rgb(59 130 246)",
+      "500": "rgb(37 99 235)",
+      "600": "rgb(29 78 216)",
+      "700": "rgb(30 64 175)",
+      "800": "rgb(30 58 138)",
+      "900": "rgb(23 37 84)",
+      "950": "rgb(15 23 42)"
+    }
+  },
+  "typography": {
+    "body": "'Satoshi', var(--font-inter, 'Inter'), -apple-system, 'Segoe UI', Roboto, Arial, sans-serif",
+    "display": "'General Sans', var(--font-inter, 'Inter'), -apple-system, 'Segoe UI', Roboto, Arial, sans-serif"
+  },
+  "login": {
+    "title": "Sign in to Helix Engage",
+    "subtitle": "Global Hospital",
+    "showGoogleSignIn": true,
+    "showForgotPassword": true,
+    "poweredBy": {
+      "label": "Powered by F0rty2.ai",
+      "url": "https://f0rty2.ai"
+    }
+  },
+  "sidebar": {
+    "title": "Helix Engage",
+    "subtitle": "Global Hospital · {role}"
+  },
+  "ai": {
+    "quickActions": [
+      { "label": "Doctor availability", "prompt": "What doctors are available and what are their visiting hours?" },
+      { "label": "Clinic timings", "prompt": "What are the clinic locations and timings?" },
+      { "label": "Patient history", "prompt": "Can you summarize this patient's history?" },
+      { "label": "Treatment packages", "prompt": "What treatment packages are available?" }
+    ]
+  }
+}

data/theme-backups/theme-2026-04-02T09-34-04-404Z.json

@@ -0,0 +1,62 @@
+{
+  "brand": {
+    "name": "Test",
+    "hospitalName": "Global Hospital",
+    "logo": "/helix-logo.png",
+    "favicon": "/favicon.ico"
+  },
+  "colors": {
+    "brand": {
+      "25": "rgb(239 246 255)",
+      "50": "rgb(219 234 254)",
+      "100": "rgb(191 219 254)",
+      "200": "rgb(147 197 253)",
+      "300": "rgb(96 165 250)",
+      "400": "rgb(59 130 246)",
+      "500": "rgb(37 99 235)",
+      "600": "rgb(29 78 216)",
+      "700": "rgb(30 64 175)",
+      "800": "rgb(30 58 138)",
+      "900": "rgb(23 37 84)",
+      "950": "rgb(15 23 42)"
+    }
+  },
+  "typography": {
+    "body": "'Satoshi', var(--font-inter, 'Inter'), -apple-system, 'Segoe UI', Roboto, Arial, sans-serif",
+    "display": "'General Sans', var(--font-inter, 'Inter'), -apple-system, 'Segoe UI', Roboto, Arial, sans-serif"
+  },
+  "login": {
+    "title": "Sign in to Helix Engage",
+    "subtitle": "Global Hospital",
+    "showGoogleSignIn": true,
+    "showForgotPassword": true,
+    "poweredBy": {
+      "label": "Powered by F0rty2.ai",
+      "url": "https://f0rty2.ai"
+    }
+  },
+  "sidebar": {
+    "title": "Helix Engage",
+    "subtitle": "Global Hospital · {role}"
+  },
+  "ai": {
+    "quickActions": [
+      {
+        "label": "Doctor availability",
+        "prompt": "What doctors are available and what are their visiting hours?"
+      },
+      {
+        "label": "Clinic timings",
+        "prompt": "What are the clinic locations and timings?"
+      },
+      {
+        "label": "Patient history",
+        "prompt": "Can you summarize this patient's history?"
+      },
+      {
+        "label": "Treatment packages",
+        "prompt": "What treatment packages are available?"
+      }
+    ]
+  }
+}

data/theme-backups/theme-2026-04-02T09-41-45-744Z.json

@@ -0,0 +1,62 @@
+{
+  "brand": {
+    "name": "Helix Engage",
+    "hospitalName": "Global Hospital",
+    "logo": "/helix-logo.png",
+    "favicon": "/favicon.ico"
+  },
+  "colors": {
+    "brand": {
+      "25": "rgb(239 246 255)",
+      "50": "rgb(219 234 254)",
+      "100": "rgb(191 219 254)",
+      "200": "rgb(147 197 253)",
+      "300": "rgb(96 165 250)",
+      "400": "rgb(59 130 246)",
+      "500": "rgb(37 99 235)",
+      "600": "rgb(29 78 216)",
+      "700": "rgb(30 64 175)",
+      "800": "rgb(30 58 138)",
+      "900": "rgb(23 37 84)",
+      "950": "rgb(15 23 42)"
+    }
+  },
+  "typography": {
+    "body": "'Satoshi', var(--font-inter, 'Inter'), -apple-system, 'Segoe UI', Roboto, Arial, sans-serif",
+    "display": "'General Sans', var(--font-inter, 'Inter'), -apple-system, 'Segoe UI', Roboto, Arial, sans-serif"
+  },
+  "login": {
+    "title": "Sign in to Helix Engage",
+    "subtitle": "Global Hospital",
+    "showGoogleSignIn": true,
+    "showForgotPassword": true,
+    "poweredBy": {
+      "label": "Powered by F0rty2.ai",
+      "url": "https://f0rty2.ai"
+    }
+  },
+  "sidebar": {
+    "title": "Helix Engage",
+    "subtitle": "Global Hospital · {role}"
+  },
+  "ai": {
+    "quickActions": [
+      {
+        "label": "Doctor availability",
+        "prompt": "What doctors are available and what are their visiting hours?"
+      },
+      {
+        "label": "Clinic timings",
+        "prompt": "What are the clinic locations and timings?"
+      },
+      {
+        "label": "Patient history",
+        "prompt": "Can you summarize this patient's history?"
+      },
+      {
+        "label": "Treatment packages",
+        "prompt": "What treatment packages are available?"
+      }
+    ]
+  }
+}

data/theme-backups/theme-2026-04-02T09-42-24-047Z.json

@@ -0,0 +1,62 @@
+{
+  "brand": {
+    "name": "Helix Engage",
+    "hospitalName": "Global Hospital",
+    "logo": "/helix-logo.png",
+    "favicon": "/favicon.ico"
+  },
+  "colors": {
+    "brand": {
+      "25": "rgb(250 245 255)",
+      "50": "rgb(245 235 255)",
+      "100": "rgb(235 215 254)",
+      "200": "rgb(214 187 251)",
+      "300": "rgb(182 146 246)",
+      "400": "rgb(158 119 237)",
+      "500": "rgb(127 86 217)",
+      "600": "rgb(105 65 198)",
+      "700": "rgb(83 56 158)",
+      "800": "rgb(66 48 125)",
+      "900": "rgb(53 40 100)",
+      "950": "rgb(44 28 95)"
+    }
+  },
+  "typography": {
+    "body": "'Satoshi', var(--font-inter, 'Inter'), -apple-system, 'Segoe UI', Roboto, Arial, sans-serif",
+    "display": "'General Sans', var(--font-inter, 'Inter'), -apple-system, 'Segoe UI', Roboto, Arial, sans-serif"
+  },
+  "login": {
+    "title": "Sign in to Ramaiah",
+    "subtitle": "Ramaiah Hospital",
+    "showGoogleSignIn": true,
+    "showForgotPassword": true,
+    "poweredBy": {
+      "label": "Powered by F0rty2.ai",
+      "url": "https://f0rty2.ai"
+    }
+  },
+  "sidebar": {
+    "title": "Ramaiah",
+    "subtitle": "Ramaiah Hospital · {role}"
+  },
+  "ai": {
+    "quickActions": [
+      {
+        "label": "Doctor availability",
+        "prompt": "What doctors are available and what are their visiting hours?"
+      },
+      {
+        "label": "Clinic timings",
+        "prompt": "What are the clinic locations and timings?"
+      },
+      {
+        "label": "Patient history",
+        "prompt": "Can you summarize this patient's history?"
+      },
+      {
+        "label": "Treatment packages",
+        "prompt": "What treatment packages are available?"
+      }
+    ]
+  }
+}

data/theme-backups/theme-2026-04-02T09-43-19-186Z.json

@@ -0,0 +1,62 @@
+{
+  "brand": {
+    "name": "Helix Engage",
+    "hospitalName": "Global Hospital",
+    "logo": "/helix-logo.png",
+    "favicon": "/favicon.ico"
+  },
+  "colors": {
+    "brand": {
+      "25": "rgb(248 250 252)",
+      "50": "rgb(241 245 249)",
+      "100": "rgb(226 232 240)",
+      "200": "rgb(203 213 225)",
+      "300": "rgb(148 163 184)",
+      "400": "rgb(100 116 139)",
+      "500": "rgb(71 85 105)",
+      "600": "rgb(47 64 89)",
+      "700": "rgb(37 49 72)",
+      "800": "rgb(30 41 59)",
+      "900": "rgb(15 23 42)",
+      "950": "rgb(2 6 23)"
+    }
+  },
+  "typography": {
+    "body": "'Plus Jakarta Sans', 'Inter', sans-serif",
+    "display": "'Plus Jakarta Sans', 'Inter', sans-serif"
+  },
+  "login": {
+    "title": "Sign in to Ramaiah",
+    "subtitle": "Ramaiah Hospital",
+    "showGoogleSignIn": true,
+    "showForgotPassword": true,
+    "poweredBy": {
+      "label": "Powered by F0rty2.ai",
+      "url": "https://f0rty2.ai"
+    }
+  },
+  "sidebar": {
+    "title": "Ramaiah",
+    "subtitle": "Ramaiah Hospital · {role}"
+  },
+  "ai": {
+    "quickActions": [
+      {
+        "label": "Doctor availability",
+        "prompt": "What doctors are available and what are their visiting hours?"
+      },
+      {
+        "label": "Clinic timings",
+        "prompt": "What are the clinic locations and timings?"
+      },
+      {
+        "label": "Patient history",
+        "prompt": "Can you summarize this patient's history?"
+      },
+      {
+        "label": "Treatment packages",
+        "prompt": "What treatment packages are available?"
+      }
+    ]
+  }
+}

data/theme-backups/theme-2026-04-02T09-53-00-903Z.json

@@ -0,0 +1,62 @@
+{
+  "brand": {
+    "name": "Helix Engage",
+    "hospitalName": "Global Hospital",
+    "logo": "/helix-logo.png",
+    "favicon": "/favicon.ico"
+  },
+  "colors": {
+    "brand": {
+      "25": "rgb(248 250 252)",
+      "50": "rgb(241 245 249)",
+      "100": "rgb(226 232 240)",
+      "200": "rgb(203 213 225)",
+      "300": "rgb(148 163 184)",
+      "400": "rgb(100 116 139)",
+      "500": "rgb(71 85 105)",
+      "600": "rgb(47 64 89)",
+      "700": "rgb(37 49 72)",
+      "800": "rgb(30 41 59)",
+      "900": "rgb(15 23 42)",
+      "950": "rgb(2 6 23)"
+    }
+  },
+  "typography": {
+    "body": "'Plus Jakarta Sans', 'Inter', sans-serif",
+    "display": "'Plus Jakarta Sans', 'Inter', sans-serif"
+  },
+  "login": {
+    "title": "Sign in to Ramaiah",
+    "subtitle": "Ramaiah Hospital",
+    "showGoogleSignIn": false,
+    "showForgotPassword": true,
+    "poweredBy": {
+      "label": "Powered by F0rty2.ai",
+      "url": "https://f0rty2.ai"
+    }
+  },
+  "sidebar": {
+    "title": "Ramaiah",
+    "subtitle": "Ramaiah Hospital · {role}"
+  },
+  "ai": {
+    "quickActions": [
+      {
+        "label": "Doctor availability",
+        "prompt": "What doctors are available and what are their visiting hours?"
+      },
+      {
+        "label": "Clinic timings",
+        "prompt": "What are the clinic locations and timings?"
+      },
+      {
+        "label": "Patient history",
+        "prompt": "Can you summarize this patient's history?"
+      },
+      {
+        "label": "Treatment packages",
+        "prompt": "What treatment packages are available?"
+      }
+    ]
+  }
+}

data/theme-backups/theme-2026-04-02T10-00-48-735Z.json

@@ -0,0 +1,62 @@
+{
+  "brand": {
+    "name": "Helix Engage",
+    "hospitalName": "Global Hospital",
+    "logo": "/helix-logo.png",
+    "favicon": "/favicon.ico"
+  },
+  "colors": {
+    "brand": {
+      "25": "rgb(240 253 250)",
+      "50": "rgb(204 251 241)",
+      "100": "rgb(153 246 228)",
+      "200": "rgb(94 234 212)",
+      "300": "rgb(45 212 191)",
+      "400": "rgb(20 184 166)",
+      "500": "rgb(13 148 136)",
+      "600": "rgb(15 118 110)",
+      "700": "rgb(17 94 89)",
+      "800": "rgb(19 78 74)",
+      "900": "rgb(17 63 61)",
+      "950": "rgb(4 47 46)"
+    }
+  },
+  "typography": {
+    "body": "'Plus Jakarta Sans', 'Inter', sans-serif",
+    "display": "'Plus Jakarta Sans', 'Inter', sans-serif"
+  },
+  "login": {
+    "title": "Sign in to Ramaiah",
+    "subtitle": "Ramaiah Hospital",
+    "showGoogleSignIn": false,
+    "showForgotPassword": true,
+    "poweredBy": {
+      "label": "Powered by F0rty2.ai",
+      "url": "https://f0rty2.ai"
+    }
+  },
+  "sidebar": {
+    "title": "Ramaiah",
+    "subtitle": "Ramaiah Hospital · {role}"
+  },
+  "ai": {
+    "quickActions": [
+      {
+        "label": "Doctor availability",
+        "prompt": "What doctors are available and what are their visiting hours?"
+      },
+      {
+        "label": "Clinic timings",
+        "prompt": "What are the clinic locations and timings?"
+      },
+      {
+        "label": "Patient history",
+        "prompt": "Can you summarize this patient's history?"
+      },
+      {
+        "label": "Treatment packages",
+        "prompt": "What treatment packages are available?"
+      }
+    ]
+  }
+}

data/theme-backups/theme-2026-04-02T10-19-29-559Z.json

@@ -0,0 +1,62 @@
+{
+  "brand": {
+    "name": "Helix Engage",
+    "hospitalName": "Global Hospital",
+    "logo": "/helix-logo.png",
+    "favicon": "/favicon.ico"
+  },
+  "colors": {
+    "brand": {
+      "25": "rgb(240 253 250)",
+      "50": "rgb(204 251 241)",
+      "100": "rgb(153 246 228)",
+      "200": "rgb(94 234 212)",
+      "300": "rgb(45 212 191)",
+      "400": "rgb(20 184 166)",
+      "500": "rgb(13 148 136)",
+      "600": "rgb(15 118 110)",
+      "700": "rgb(17 94 89)",
+      "800": "rgb(19 78 74)",
+      "900": "rgb(17 63 61)",
+      "950": "rgb(4 47 46)"
+    }
+  },
+  "typography": {
+    "body": "'Satoshi', 'Inter', -apple-system, sans-serif",
+    "display": "'Satoshi', 'Inter', -apple-system, sans-serif"
+  },
+  "login": {
+    "title": "Sign in to Ramaiah",
+    "subtitle": "Ramaiah Hospital",
+    "showGoogleSignIn": false,
+    "showForgotPassword": true,
+    "poweredBy": {
+      "label": "Powered by F0rty2.ai",
+      "url": "https://f0rty2.ai"
+    }
+  },
+  "sidebar": {
+    "title": "Ramaiah",
+    "subtitle": "Ramaiah Hospital · {role}"
+  },
+  "ai": {
+    "quickActions": [
+      {
+        "label": "Doctor availability",
+        "prompt": "What doctors are available and what are their visiting hours?"
+      },
+      {
+        "label": "Clinic timings",
+        "prompt": "What are the clinic locations and timings?"
+      },
+      {
+        "label": "Patient history",
+        "prompt": "Can you summarize this patient's history?"
+      },
+      {
+        "label": "Treatment packages",
+        "prompt": "What treatment packages are available?"
+      }
+    ]
+  }
+}

data/theme-backups/theme-2026-04-02T10-19-35-284Z.json

@@ -0,0 +1,64 @@
+{
+  "brand": {
+    "name": "Helix Engage",
+    "hospitalName": "Global Hospital",
+    "logo": "/helix-logo.png",
+    "favicon": "/favicon.ico"
+  },
+  "colors": {
+    "brand": {
+      "25": "rgb(249 252 243)",
+      "50": "rgb(244 249 231)",
+      "100": "rgb(235 244 210)",
+      "200": "rgb(224 247 161)",
+      "300": "rgb(206 243 104)",
+      "400": "rgb(195 255 31)",
+      "500": "rgb(172 235 0)",
+      "600": "rgb(142 194 0)",
+      "700": "rgb(116 158 0)",
+      "800": "rgb(97 133 0)",
+      "900": "rgb(75 102 0)",
+      "950": "rgb(49 66 0)"
+    }
+  },
+  "typography": {
+    "body": "'Satoshi', 'Inter', -apple-system, sans-serif",
+    "display": "'Satoshi', 'Inter', -apple-system, sans-serif"
+  },
+  "login": {
+    "title": "Sign in to Ramaiah",
+    "subtitle": "Ramaiah Hospital",
+    "showGoogleSignIn": false,
+    "showForgotPassword": true,
+    "poweredBy": {
+      "label": "Powered by F0rty2.ai",
+      "url": "https://f0rty2.ai"
+    }
+  },
+  "sidebar": {
+    "title": "Ramaiah",
+    "subtitle": "Ramaiah Hospital · {role}"
+  },
+  "ai": {
+    "quickActions": [
+      {
+        "label": "Doctor availability",
+        "prompt": "What doctors are available and what are their visiting hours?"
+      },
+      {
+        "label": "Clinic timings",
+        "prompt": "What are the clinic locations and timings?"
+      },
+      {
+        "label": "Patient history",
+        "prompt": "Can you summarize this patient's history?"
+      },
+      {
+        "label": "Treatment packages",
+        "prompt": "What treatment packages are available?"
+      }
+    ]
+  },
+  "version": 1,
+  "updatedAt": "2026-04-02T10:19:29.559Z"
+}

data/theme.json

@@ -0,0 +1,64 @@
+{
+  "brand": {
+    "name": "Helix Engage",
+    "hospitalName": "Global Hospital",
+    "logo": "/helix-logo.png",
+    "favicon": "/favicon.ico"
+  },
+  "colors": {
+    "brand": {
+      "25": "rgb(250 245 255)",
+      "50": "rgb(245 235 255)",
+      "100": "rgb(235 215 254)",
+      "200": "rgb(214 187 251)",
+      "300": "rgb(182 146 246)",
+      "400": "rgb(158 119 237)",
+      "500": "rgb(127 86 217)",
+      "600": "rgb(105 65 198)",
+      "700": "rgb(83 56 158)",
+      "800": "rgb(66 48 125)",
+      "900": "rgb(53 40 100)",
+      "950": "rgb(44 28 95)"
+    }
+  },
+  "typography": {
+    "body": "'Satoshi', 'Inter', -apple-system, sans-serif",
+    "display": "'Satoshi', 'Inter', -apple-system, sans-serif"
+  },
+  "login": {
+    "title": "Sign in to Ramaiah",
+    "subtitle": "Ramaiah Hospital",
+    "showGoogleSignIn": false,
+    "showForgotPassword": true,
+    "poweredBy": {
+      "label": "Powered by F0rty2.ai",
+      "url": "https://f0rty2.ai"
+    }
+  },
+  "sidebar": {
+    "title": "Ramaiah",
+    "subtitle": "Ramaiah Hospital · {role}"
+  },
+  "ai": {
+    "quickActions": [
+      {
+        "label": "Doctor availability",
+        "prompt": "What doctors are available and what are their visiting hours?"
+      },
+      {
+        "label": "Clinic timings",
+        "prompt": "What are the clinic locations and timings?"
+      },
+      {
+        "label": "Patient history",
+        "prompt": "Can you summarize this patient's history?"
+      },
+      {
+        "label": "Treatment packages",
+        "prompt": "What treatment packages are available?"
+      }
+    ]
+  },
+  "version": 2,
+  "updatedAt": "2026-04-02T10:19:35.284Z"
+}

package.json

@@ -23,6 +23,9 @@
     "@ai-sdk/anthropic": "^3.0.58",
     "@ai-sdk/openai": "^3.0.41",
     "@deepgram/sdk": "^5.0.0",
+    "@livekit/agents": "^1.2.1",
+    "@livekit/agents-plugin-google": "^1.2.1",
+    "@livekit/agents-plugin-silero": "^1.2.1",
     "@nestjs/common": "^11.0.1",
     "@nestjs/config": "^4.0.3",
     "@nestjs/core": "^11.0.1",
@@ -31,9 +34,13 @@
     "@nestjs/websockets": "^11.1.17",
     "ai": "^6.0.116",
     "axios": "^1.13.6",
+    "ioredis": "^5.10.1",
+    "json-rules-engine": "^6.6.0",
+    "kafkajs": "^2.2.4",
     "reflect-metadata": "^0.2.2",
     "rxjs": "^7.8.1",
-    "socket.io": "^4.8.3"
+    "socket.io": "^4.8.3",
+    "zod": "^4.3.6"
   },
   "devDependencies": {
     "@eslint/eslintrc": "^3.2.0",

public/test.html

@@ -0,0 +1,41 @@
+<!DOCTYPE html>
+<html lang="en">
+<head>
+    <meta charset="UTF-8">
+    <meta name="viewport" content="width=device-width, initial-scale=1.0">
+    <title>Global Hospital — Widget Test</title>
+    <style>
+        body { font-family: -apple-system, sans-serif; max-width: 800px; margin: 0 auto; padding: 40px; color: #1f2937; }
+        h1 { font-size: 28px; margin-bottom: 8px; }
+        p { color: #6b7280; line-height: 1.6; }
+        .hero { background: #f0f9ff; border-radius: 12px; padding: 40px; margin: 40px 0; }
+        .hero h2 { color: #1e40af; }
+    </style>
+</head>
+<body>
+    <h1>🏥 Global Hospital, Bangalore</h1>
+    <p>Welcome to Global Hospital — Bangalore's leading multi-specialty healthcare provider.</p>
+
+    <div class="hero">
+        <h2>Book Your Appointment Online</h2>
+        <p>Click the chat bubble in the bottom-right corner to talk to our AI assistant, book an appointment, or request a callback.</p>
+    </div>
+
+    <h3>Our Departments</h3>
+    <ul>
+        <li>Cardiology</li>
+        <li>Orthopedics</li>
+        <li>Gynecology</li>
+        <li>ENT</li>
+        <li>General Medicine</li>
+    </ul>
+
+    <p style="margin-top: 40px; font-size: 12px; color: #9ca3af;">
+        This is a test page for the Helix Engage website widget.
+        The widget loads from the sidecar and renders in a shadow DOM.
+    </p>
+
+    <!-- Replace SITE_KEY with the generated key -->
+    <script src="http://localhost:4100/widget.js" data-key="8197d39c9ad946ef.31e3b1f492a7380f77ea0c90d2f86d5d4b1ac8f70fd01423ac3d85b87d9aa511"></script>
+</body>
+</html>

src/__fixtures__/ozonetel-payloads.ts

@@ -0,0 +1,225 @@
+/**
+ * Ozonetel API fixtures — accurate to the official docs (2026-04-10).
+ *
+ * These represent the EXACT shapes Ozonetel sends/returns. Used by
+ * unit tests to mock Ozonetel API responses and replay webhook payloads
+ * without a live Ozonetel account.
+ *
+ * Source: https://docs.ozonetel.com/reference
+ */
+
+// ─── Webhook "URL to Push" payloads ──────────────────────────────
+// Ozonetel POSTs these to our /webhooks/ozonetel/missed-call endpoint.
+// Field names match the CDR detail record (PascalCase).
+
+export const WEBHOOK_INBOUND_ANSWERED = {
+    CallerID: '9949879837',
+    Status: 'Answered',
+    Type: 'InBound',
+    StartTime: '2026-04-09 14:30:00',
+    EndTime: '2026-04-09 14:34:00',
+    CallDuration: '00:04:00',
+    AgentName: 'global',
+    AudioFile: 'https://s3.ap-southeast-1.amazonaws.com/recordings.kookoo.in/global_healthx/20260409_143000.mp3',
+    monitorUCID: '31712345678901234',
+    Disposition: 'General Enquiry',
+    HangupBy: 'CustomerHangup',
+    DID: '918041763400',
+    CampaignName: 'Inbound_918041763400',
+};
+
+export const WEBHOOK_INBOUND_MISSED = {
+    CallerID: '6309248884',
+    Status: 'NotAnswered',
+    Type: 'InBound',
+    StartTime: '2026-04-09 15:00:00',
+    EndTime: '2026-04-09 15:00:30',
+    CallDuration: '00:00:00',
+    AgentName: '',
+    AudioFile: '',
+    monitorUCID: '31712345678905678',
+    Disposition: '',
+    HangupBy: 'CustomerHangup',
+    DID: '918041763400',
+    CampaignName: 'Inbound_918041763400',
+};
+
+export const WEBHOOK_OUTBOUND_ANSWERED = {
+    CallerID: '',
+    Status: 'Answered',
+    Type: 'OutBound',
+    StartTime: '2026-04-09 16:00:00',
+    EndTime: '2026-04-09 16:03:00',
+    CallDuration: '00:03:00',
+    AgentName: 'global',
+    AudioFile: 'https://s3.ap-southeast-1.amazonaws.com/recordings.kookoo.in/global_healthx/20260409_160000.mp3',
+    monitorUCID: '31712345678909999',
+    Disposition: 'Appointment Booked',
+    HangupBy: 'AgentHangup',
+    DID: '918041763400',
+    CampaignName: 'Inbound_918041763400',
+};
+
+export const WEBHOOK_OUTBOUND_NO_ANSWER = {
+    CallerID: '',
+    Status: 'NotAnswered',
+    Type: 'OutBound',
+    StartTime: '2026-04-09 16:10:00',
+    EndTime: '2026-04-09 16:10:45',
+    CallDuration: '00:00:00',
+    AgentName: 'global',
+    AudioFile: '',
+    monitorUCID: '31712345678908888',
+    Disposition: '',
+    HangupBy: 'Timeout',
+    DID: '918041763400',
+    CampaignName: 'Inbound_918041763400',
+};
+
+// ─── Agent Authentication ────────────────────────────────────────
+// POST /CAServices/AgentAuthenticationV2/index.php
+
+export const AGENT_AUTH_LOGIN_SUCCESS = {
+    status: 'success',
+    message: 'Agent global logged in successfully',
+};
+
+export const AGENT_AUTH_LOGIN_ALREADY = {
+    status: 'error',
+    message: 'Agent has already logged in',
+};
+
+export const AGENT_AUTH_LOGOUT_SUCCESS = {
+    status: 'success',
+    message: 'Agent global logged out successfully',
+};
+
+export const AGENT_AUTH_INVALID = {
+    status: 'error',
+    message: 'Invalid Authentication',
+};
+
+// ─── Set Disposition ─────────────────────────────────────────────
+// POST /ca_apis/DispositionAPIV2 (action=Set)
+
+export const DISPOSITION_SET_DURING_CALL = {
+    status: 'Success',
+    message: 'Disposition Queued Successfully',
+};
+
+export const DISPOSITION_SET_AFTER_CALL = {
+    details: 'Disposition saved successfully',
+    status: 'Success',
+};
+
+export const DISPOSITION_SET_UPDATE = {
+    status: 'Success',
+    message: 'Disposition Updated Successfully',
+};
+
+export const DISPOSITION_INVALID_UCID = {
+    status: 'Fail',
+    message: 'Invalid ucid',
+};
+
+export const DISPOSITION_INVALID_AGENT = {
+    status: 'Fail',
+    message: 'Invalid Agent ID',
+};
+
+// ─── CDR Detail Record ──────────────────────────────────────────
+// GET /ca_reports/fetchCDRDetails
+
+export const CDR_DETAIL_RECORD = {
+    AgentDialStatus: 'answered',
+    AgentID: 'global',
+    AgentName: 'global',
+    CallAudio: 'https://s3.ap-southeast-1.amazonaws.com/recordings.kookoo.in/global_healthx/20260409_143000.mp3',
+    CallDate: '2026-04-09',
+    CallID: 31733467784618213,
+    CallerConfAudioFile: '',
+    CallerID: '9949879837',
+    CampaignName: 'Inbound_918041763400',
+    Comments: '',
+    ConferenceDuration: '00:00:00',
+    CustomerDialStatus: 'answered',
+    CustomerRingTime: '00:00:05',
+    DID: '918041763400',
+    DialOutName: '',
+    DialStatus: 'answered',
+    DialedNumber: '523590',
+    Disposition: 'General Enquiry',
+    Duration: '00:04:00',
+    DynamicDID: '',
+    E164: '+919949879837',
+    EndTime: '14:34:00',
+    Event: 'AgentDial',
+    HandlingTime: '00:04:05',
+    HangupBy: 'CustomerHangup',
+    HoldDuration: '00:00:00',
+    Location: 'Bangalore',
+    PickupTime: '14:30:05',
+    Rating: 0,
+    RatingComments: '',
+    Skill: 'General',
+    StartTime: '14:30:00',
+    Status: 'Answered',
+    TalkTime: '00:04:00',
+    TimeToAnswer: '00:00:05',
+    TransferType: '',
+    TransferredTo: '',
+    Type: 'InBound',
+    UCID: 31712345678901234,
+    UUI: '',
+    WrapUpEndTime: '14:34:10',
+    WrapUpStartTime: '14:34:00',
+    WrapupDuration: '00:00:10',
+};
+
+export const CDR_RESPONSE_SUCCESS = {
+    status: 'success',
+    message: 'success',
+    details: [CDR_DETAIL_RECORD],
+};
+
+export const CDR_RESPONSE_EMPTY = {
+    status: 'success',
+    message: 'success',
+    details: [],
+};
+
+// ─── Abandon / Missed Calls ─────────────────────────────────────
+// GET /ca_apis/abandonCalls
+
+export const ABANDON_CALL_RECORD = {
+    monitorUCID: 31712345678905678,
+    type: 'InBound',
+    status: 'NotAnswered',
+    campaign: 'Inbound_918041763400',
+    callerID: '6309248884',
+    did: '918041763400',
+    skillID: '',
+    skill: '',
+    agentID: 'global',
+    agent: 'global',
+    hangupBy: 'CustomerHangup',
+    callTime: '2026-04-09 15:00:33',
+};
+
+export const ABANDON_RESPONSE_SUCCESS = {
+    status: 'success',
+    message: [ABANDON_CALL_RECORD],
+};
+
+export const ABANDON_RESPONSE_EMPTY = {
+    status: 'success',
+    message: [],
+};
+
+// ─── Get Disposition List ────────────────────────────────────────
+// POST /ca_apis/DispositionAPIV2 (action=get)
+
+export const DISPOSITION_LIST_SUCCESS = {
+    status: 'Success',
+    details: 'General Enquiry, Appointment Booked, Follow Up, Not Interested, Wrong Number, ',
+};

src/ai/ai-chat.controller.ts

@@ -1,10 +1,16 @@
-import { Controller, Post, Body, Headers, HttpException, Logger } from '@nestjs/common';
+import { Controller, Post, Body, Headers, Req, Res, HttpException, Logger } from '@nestjs/common';
 import { ConfigService } from '@nestjs/config';
-import { generateText, tool, stepCountIs } from 'ai';
+import type { Request, Response } from 'express';
+import { generateText, streamText, Output, tool, stepCountIs } from 'ai';
 import type { LanguageModel } from 'ai';
+import { aiResponseSchema } from './ai-response-schema';
 import { z } from 'zod';
 import { PlatformGraphqlService } from '../platform/platform-graphql.service';
+import { CallerResolutionService } from '../caller/caller-resolution.service';
+import { CallerContextService } from '../caller/caller-context.service';
 import { createAiModel, isAiConfigured } from './ai-provider';
+import { AiConfigService } from '../config/ai-config.service';
+import { DOCTOR_VISIT_SLOTS_FRAGMENT, normalizeDoctors } from '../shared/doctor-utils';
 
 type ChatRequest = {
     message: string;
@@ -22,14 +28,21 @@ export class AiChatController {
     constructor(
         private config: ConfigService,
         private platform: PlatformGraphqlService,
+        private aiConfig: AiConfigService,
+        private caller: CallerResolutionService,
+        private callerContext: CallerContextService,
     ) {
-        this.aiModel = createAiModel(config);
+        const cfg = aiConfig.getConfig();
+        this.aiModel = createAiModel({
+            provider: cfg.provider,
+            model: cfg.model,
+            anthropicApiKey: config.get<string>('ai.anthropicApiKey'),
+            openaiApiKey: config.get<string>('ai.openaiApiKey'),
+        });
         if (!this.aiModel) {
             this.logger.warn('AI not configured — chat uses fallback');
         } else {
-            const provider = config.get<string>('ai.provider') ?? 'openai';
+            this.logger.log(`AI configured: ${cfg.provider}/${cfg.model}`);
-            const model = config.get<string>('ai.model') ?? 'gpt-4o-mini';
-            this.logger.log(`AI configured: ${provider}/${model}`);
         }
     }
 
@@ -61,9 +74,587 @@ export class AiChatController {
         }
     }
 
+    @Post('stream')
+    async stream(@Req() req: Request, @Res() res: Response, @Headers('authorization') auth: string) {
+        if (!auth) throw new HttpException('Authorization required', 401);
+
+        const body = req.body;
+        const messages = body.messages ?? [];
+        if (!messages.length) throw new HttpException('messages required', 400);
+
+        if (!this.aiModel) {
+            res.status(500).json({ error: 'AI not configured' });
+            return;
+        }
+
+        const ctx = body.context;
+        let systemPrompt: string;
+
+        // Rules engine context — use rules-specific system prompt
+        if (ctx?.type === 'rules-engine') {
+            systemPrompt = this.buildRulesSystemPrompt(ctx.currentConfig);
+        } else if (ctx?.type === 'supervisor') {
+            systemPrompt = this.buildSupervisorSystemPrompt();
+        } else {
+            const kb = await this.buildKnowledgeBase(auth);
+            systemPrompt = this.buildSystemPrompt(kb);
+
+            // Inject pre-fetched caller context (appointments, call history,
+            // activities, AI summary) so the LLM can answer from the KB
+            // without tool calls. No UUIDs exposed — only human-readable data.
+            if (ctx?.leadId) {
+                const callerCtx = await this.callerContext.getOrBuild(ctx.leadId, '', auth);
+                if (callerCtx) {
+                    systemPrompt += `\n\n${this.callerContext.renderForPrompt(callerCtx)}`;
+                    if (callerCtx.suggestionTriggers?.length) {
+                        systemPrompt += this.callerContext.renderSuggestionsForPrompt(callerCtx.suggestionTriggers);
+                    }
+                }
+            } else if (ctx?.callerPhone) {
+                systemPrompt += `\n\nCURRENT CONTEXT:\nCaller phone: ${ctx.callerPhone}\nNew caller — no prior records.`;
+            }
+        }
+
+        const platformService = this.platform;
+        const isSupervisor = ctx?.type === 'supervisor';
+
+        // Supervisor tools — agent performance, campaign stats, team metrics
+        const supervisorTools = {
+            get_agent_performance: tool({
+                description: 'Get performance metrics for all agents or a specific agent. Returns call counts, conversion rates, idle time, NPS scores.',
+                inputSchema: z.object({
+                    agentName: z.string().optional().describe('Agent name to look up. Leave empty for all agents.'),
+                }),
+                execute: async ({ agentName }) => {
+                    const [callsData, leadsData, agentsData, followUpsData] = await Promise.all([
+                        platformService.queryWithAuth<any>(
+                            `{ calls(first: 200, orderBy: [{ startedAt: DescNullsLast }]) { edges { node { id direction callStatus agentName startedAt durationSec disposition } } } }`,
+                            undefined, auth,
+                        ),
+                        platformService.queryWithAuth<any>(
+                            `{ leads(first: 200) { edges { node { id assignedAgent status } } } }`,
+                            undefined, auth,
+                        ),
+                        platformService.queryWithAuth<any>(
+                            // Field names are label-derived camelCase on the
+                            // current platform schema. The legacy lowercase
+                            // names (ozonetelagentid etc.) only still exist on
+                            // staging workspaces that were synced from an
+                            // older SDK. See agent-config.service.ts for the
+                            // canonical explanation.
+                            `{ agents(first: 20) { edges { node { id name ozonetelAgentId npsScore maxIdleMinutes minNpsThreshold minConversion } } } }`,
+                            undefined, auth,
+                        ),
+                        platformService.queryWithAuth<any>(
+                            `{ followUps(first: 100) { edges { node { id assignedAgent status } } } }`,
+                            undefined, auth,
+                        ),
+                    ]);
+
+                    const calls = callsData.calls.edges.map((e: any) => e.node);
+                    const leads = leadsData.leads.edges.map((e: any) => e.node);
+                    const agents = agentsData.agents.edges.map((e: any) => e.node);
+                    const followUps = followUpsData.followUps.edges.map((e: any) => e.node);
+
+                    const agentMetrics = agents
+                        .filter((a: any) => !agentName || a.name.toLowerCase().includes(agentName.toLowerCase()))
+                        .map((agent: any) => {
+                            const agentCalls = calls.filter((c: any) => c.agentName === agent.name || c.agentName === agent.ozonetelAgentId);
+                            const totalCalls = agentCalls.length;
+                            const missed = agentCalls.filter((c: any) => c.callStatus === 'MISSED').length;
+                            const completed = agentCalls.filter((c: any) => c.callStatus === 'COMPLETED').length;
+                            const apptBooked = agentCalls.filter((c: any) => c.disposition === 'APPOINTMENT_BOOKED').length;
+                            const agentLeads = leads.filter((l: any) => l.assignedAgent === agent.name);
+                            const agentFollowUps = followUps.filter((f: any) => f.assignedAgent === agent.name);
+                            const pendingFollowUps = agentFollowUps.filter((f: any) => f.status === 'PENDING' || f.status === 'OVERDUE').length;
+                            const conversionRate = totalCalls > 0 ? Math.round((apptBooked / totalCalls) * 100) : 0;
+
+                            return {
+                                name: agent.name,
+                                totalCalls,
+                                completed,
+                                missed,
+                                appointmentsBooked: apptBooked,
+                                conversionRate: `${conversionRate}%`,
+                                assignedLeads: agentLeads.length,
+                                pendingFollowUps,
+                                npsScore: agent.npsScore,
+                                maxIdleMinutes: agent.maxIdleMinutes,
+                                minNpsThreshold: agent.minNpsThreshold,
+                                minConversionPercent: agent.minConversion,
+                                belowNpsThreshold: agent.minNpsThreshold && (agent.npsScore ?? 100) < agent.minNpsThreshold,
+                                belowConversionThreshold: agent.minConversion && conversionRate < agent.minConversion,
+                            };
+                        });
+
+                    return { agents: agentMetrics, totalAgents: agentMetrics.length };
+                },
+            }),
+
+            get_campaign_stats: tool({
+                description: 'Get campaign performance stats — lead counts, conversion rates, sources.',
+                inputSchema: z.object({}),
+                execute: async () => {
+                    const [campaignsData, leadsData] = await Promise.all([
+                        platformService.queryWithAuth<any>(
+                            `{ campaigns(first: 20) { edges { node { id campaignName campaignStatus platform leadCount convertedCount budget { amountMicros } } } } }`,
+                            undefined, auth,
+                        ),
+                        platformService.queryWithAuth<any>(
+                            `{ leads(first: 200) { edges { node { id campaignId status } } } }`,
+                            undefined, auth,
+                        ),
+                    ]);
+
+                    const campaigns = campaignsData.campaigns.edges.map((e: any) => e.node);
+                    const leads = leadsData.leads.edges.map((e: any) => e.node);
+
+                    return {
+                        campaigns: campaigns.map((c: any) => {
+                            const campaignLeads = leads.filter((l: any) => l.campaignId === c.id);
+                            const converted = campaignLeads.filter((l: any) => l.status === 'CONVERTED' || l.status === 'APPOINTMENT_SET').length;
+                            return {
+                                name: c.campaignName,
+                                status: c.campaignStatus,
+                                platform: c.platform,
+                                totalLeads: campaignLeads.length,
+                                converted,
+                                conversionRate: campaignLeads.length > 0 ? `${Math.round((converted / campaignLeads.length) * 100)}%` : '0%',
+                                budget: c.budget ? `₹${c.budget.amountMicros / 1_000_000}` : null,
+                            };
+                        }),
+                    };
+                },
+            }),
+
+            get_call_summary: tool({
+                description: 'Get aggregate call statistics — total calls, inbound/outbound split, missed call rate, average duration, disposition breakdown.',
+                inputSchema: z.object({
+                    period: z.string().optional().describe('Period: "today", "week", "month". Defaults to "week".'),
+                }),
+                execute: async ({ period }) => {
+                    const data = await platformService.queryWithAuth<any>(
+                        `{ calls(first: 500, orderBy: [{ startedAt: DescNullsLast }]) { edges { node { id direction callStatus agentName startedAt durationSec disposition } } } }`,
+                        undefined, auth,
+                    );
+                    const allCalls = data.calls.edges.map((e: any) => e.node);
+
+                    // Filter by period
+                    const now = new Date();
+                    const start = new Date(now);
+                    if (period === 'today') start.setHours(0, 0, 0, 0);
+                    else if (period === 'month') start.setDate(start.getDate() - 30);
+                    else start.setDate(start.getDate() - 7); // default week
+
+                    const calls = allCalls.filter((c: any) => c.startedAt && new Date(c.startedAt) >= start);
+
+                    const total = calls.length;
+                    const inbound = calls.filter((c: any) => c.direction === 'INBOUND').length;
+                    const outbound = total - inbound;
+                    const missed = calls.filter((c: any) => c.callStatus === 'MISSED').length;
+                    const completed = calls.filter((c: any) => c.callStatus === 'COMPLETED').length;
+                    const totalDuration = calls.reduce((sum: number, c: any) => sum + (c.durationSec ?? 0), 0);
+                    const avgDuration = completed > 0 ? Math.round(totalDuration / completed) : 0;
+
+                    const dispositions: Record<string, number> = {};
+                    for (const c of calls) {
+                        if (c.disposition) dispositions[c.disposition] = (dispositions[c.disposition] ?? 0) + 1;
+                    }
+
+                    return {
+                        period: period ?? 'week',
+                        total,
+                        inbound,
+                        outbound,
+                        missed,
+                        completed,
+                        missedRate: total > 0 ? `${Math.round((missed / total) * 100)}%` : '0%',
+                        avgDurationSeconds: avgDuration,
+                        dispositions,
+                    };
+                },
+            }),
+
+            get_sla_breaches: tool({
+                description: 'Get calls/leads that have breached their SLA — items that were not handled within the expected timeframe.',
+                inputSchema: z.object({}),
+                execute: async () => {
+                    const data = await platformService.queryWithAuth<any>(
+                        `{ calls(first: 100, filter: { callStatus: { eq: MISSED }, callbackStatus: { eq: PENDING_CALLBACK } }) { edges { node { id callerNumber { primaryPhoneNumber } startedAt agentName sla } } } }`,
+                        undefined, auth,
+                    );
+                    const breached = data.calls.edges
+                        .map((e: any) => e.node)
+                        .filter((c: any) => (c.sla ?? 0) > 100);
+
+                    return {
+                        breachedCount: breached.length,
+                        items: breached.map((c: any) => ({
+                            id: c.id,
+                            phone: c.callerNumber?.primaryPhoneNumber ?? 'Unknown',
+                            slaPercent: c.sla,
+                            missedAt: c.startedAt,
+                            agent: c.agentName,
+                        })),
+                    };
+                },
+            }),
+        };
+
+        // Agent tools — patient lookup, appointments, doctors
+        //
+        // UUID safety: LLMs hallucinate 36-char identifiers once the context
+        // starts wearing thin (dropped hyphens, swapped chars). To keep the
+        // model off the UUID path for "this caller" questions, the tools
+        // below accept their id arguments OPTIONALLY — when omitted we fall
+        // back to the leadId carried on the call context, and resolve
+        // patientId from it server-side. The model is instructed (see
+        // ccAgentHelper prompt) to omit the id entirely when asking about
+        // the current caller, so it never has to echo the UUID back.
+        //
+        // Every tool below logs a one-line structured trace via `toolLog`:
+        //   [AI-TOOL] <name> args=<...> resolved=<...> result=<...>
+        // This lets us see which tool the model chose, whether it passed
+        // the UUID through or used the context fallback, and what came
+        // back. Tail sidecar logs while testing and you'll see the full
+        // orchestration trail for each chat turn.
+        const logger = this.logger;
+        const toolLog = (name: string, args: Record<string, unknown>, outcome: Record<string, unknown>) => {
+            // Print full values — UUIDs in particular are kept intact so we
+            // can diff the model's argument against the platform record when
+            // hunting hallucinated ids. Grep with `AI-TOOL` to pull the
+            // orchestration trail for a given chat turn.
+            const argStr = Object.entries(args).map(([k, v]) => `${k}=${v ?? '∅'}`).join(' ');
+            const outStr = Object.entries(outcome).map(([k, v]) => `${k}=${v ?? '∅'}`).join(' ');
+            logger.log(`[AI-TOOL] ${name} ${argStr} → ${outStr}`);
+        };
+
+        let cachedPatientId: string | undefined;
+        const resolveLeadId = (arg?: string): string | undefined => arg || ctx?.leadId || undefined;
+        const resolvePatientId = async (arg?: string): Promise<string | undefined> => {
+            if (arg) return arg;
+            if (cachedPatientId) return cachedPatientId;
+            const lid = ctx?.leadId;
+            if (!lid) return undefined;
+            try {
+                const data = await platformService.queryWithAuth<any>(
+                    `{ lead(filter: { id: { eq: "${lid}" } }) { id patientId } }`,
+                    undefined, auth,
+                );
+                cachedPatientId = data?.lead?.patientId ?? undefined;
+                logger.log(`[AI-TOOL] resolvePatientId lead=${lid} patientId=${cachedPatientId ?? '∅'}`);
+                return cachedPatientId;
+            } catch (err: any) {
+                logger.warn(`[AI-TOOL] resolvePatientId failed: ${err?.message ?? err}`);
+                return undefined;
+            }
+        };
+
+        const agentTools = {
+                lookup_patient: tool({
+                    description: 'Search for a patient/lead by phone number or name. Returns their profile, lead status, AI summary.',
+                    inputSchema: z.object({
+                        phone: z.string().optional().describe('Phone number to search'),
+                        name: z.string().optional().describe('Patient/lead name to search'),
+                    }),
+                    execute: async ({ phone, name }) => {
+                        const data = await platformService.queryWithAuth<any>(
+                            `{ leads(first: 50) { edges { node {
+                                id name contactName { firstName lastName }
+                                contactPhone { primaryPhoneNumber }
+                                source status interestedService
+                                contactAttempts lastContacted
+                                aiSummary aiSuggestedAction patientId
+                            } } } }`,
+                            undefined, auth,
+                        );
+                        const leads = data.leads.edges.map((e: any) => e.node);
+                        const phoneClean = (phone ?? '').replace(/\D/g, '');
+                        const nameClean = (name ?? '').toLowerCase();
+
+                        const matched = leads.filter((l: any) => {
+                            if (phoneClean) {
+                                const lp = (l.contactPhone?.primaryPhoneNumber ?? '').replace(/\D/g, '');
+                                if (lp.endsWith(phoneClean) || phoneClean.endsWith(lp)) return true;
+                            }
+                            if (nameClean) {
+                                const fn = `${l.contactName?.firstName ?? ''} ${l.contactName?.lastName ?? ''}`.toLowerCase();
+                                if (fn.includes(nameClean)) return true;
+                            }
+                            return false;
+                        });
+
+                        toolLog('lookup_patient', { phone, name }, { scanned: leads.length, matched: matched.length });
+                        if (!matched.length) return { found: false, message: 'No patient/lead found.' };
+                        return { found: true, count: matched.length, leads: matched };
+                    },
+                }),
+
+                lookup_appointments: tool({
+                    description: 'Get appointments for a patient. Omit patientId to use the current caller — do NOT re-type a UUID you saw in context; just call with no arguments.',
+                    inputSchema: z.object({
+                        patientId: z.string().optional().describe('Patient ID (omit when asking about the current caller)'),
+                    }),
+                    execute: async ({ patientId }) => {
+                        const resolved = await resolvePatientId(patientId);
+                        if (!resolved) {
+                            toolLog('lookup_appointments', { patientId }, { resolved: null, result: 'no-context' });
+                            return { appointments: [], message: 'No patient context — ask the agent which patient.' };
+                        }
+                        const data = await platformService.queryWithAuth<any>(
+                            `{ appointments(first: 20, filter: { patientId: { eq: "${resolved}" } }, orderBy: [{ scheduledAt: DescNullsLast }]) { edges { node {
+                                id scheduledAt status doctorName department reasonForVisit
+                            } } } }`,
+                            undefined, auth,
+                        );
+                        const appointments = data.appointments.edges.map((e: any) => e.node);
+                        toolLog('lookup_appointments', { patientId }, { resolved, count: appointments.length });
+                        return { appointments };
+                    },
+                }),
+
+                lookup_doctor: tool({
+                    description: 'Get doctor details — schedule, clinic, fees, specialty.',
+                    inputSchema: z.object({
+                        doctorName: z.string().describe('Doctor name'),
+                    }),
+                    execute: async ({ doctorName }) => {
+                        const data = await platformService.queryWithAuth<any>(
+                            `{ doctors(first: 10) { edges { node {
+                                id fullName { firstName lastName }
+                                department specialty
+                                consultationFeeNew { amountMicros currencyCode }
+                                ${DOCTOR_VISIT_SLOTS_FRAGMENT}
+                            } } } }`,
+                            undefined, auth,
+                        );
+                        const doctors = normalizeDoctors(data.doctors.edges.map((e: any) => e.node));
+                        // Strip "Dr." prefix and search flexibly
+                        const search = doctorName.toLowerCase().replace(/^dr\.?\s*/i, '').trim();
+                        const searchWords = search.split(/\s+/);
+                        const matched = doctors.filter((d: any) => {
+                            const fn = (d.fullName?.firstName ?? '').toLowerCase();
+                            const ln = (d.fullName?.lastName ?? '').toLowerCase();
+                            const full = `${fn} ${ln}`;
+                            return searchWords.some(w => w.length > 1 && (fn.includes(w) || ln.includes(w) || full.includes(w)));
+                        });
+                        toolLog('lookup_doctor', { doctorName }, { scanned: doctors.length, matched: matched.length });
+                        if (!matched.length) return { found: false, message: `No doctor matching "${doctorName}". Available: ${doctors.map((d: any) => `Dr. ${d.fullName?.lastName ?? d.fullName?.firstName}`).join(', ')}` };
+                        return { found: true, doctors: matched };
+                    },
+                }),
+
+                book_appointment: tool({
+                    description: 'Book an appointment for a patient. Collect patient name, phone, department, doctor, clinic/branch, preferred date/time, and reason before calling this.',
+                    inputSchema: z.object({
+                        patientName: z.string().describe('Full name of the patient'),
+                        phoneNumber: z.string().describe('Patient phone number'),
+                        department: z.string().describe('Department for the appointment'),
+                        doctorName: z.string().describe('Doctor name'),
+                        clinicId: z.string().optional().describe('Clinic/branch ID — get from lookup_doctor results'),
+                        scheduledAt: z.string().describe('Date and time in ISO format (e.g. 2026-04-01T10:00:00)'),
+                        reason: z.string().describe('Reason for visit'),
+                    }),
+                    execute: async ({ patientName, phoneNumber, department, doctorName, clinicId, scheduledAt, reason }) => {
+                        toolLog('book_appointment', { patientName, phoneNumber, department, doctorName, clinicId, scheduledAt }, { reason: reason?.slice(0, 40) });
+                        try {
+                            const result = await platformService.queryWithAuth<any>(
+                                `mutation($data: AppointmentCreateInput!) { createAppointment(data: $data) { id } }`,
+                                {
+                                    data: {
+                                        name: `AI Booking — ${patientName} (${department})`,
+                                        scheduledAt,
+                                        status: 'SCHEDULED',
+                                        doctorName,
+                                        department,
+                                        reasonForVisit: reason,
+                                        ...(clinicId ? { clinicId } : {}),
+                                    },
+                                },
+                                auth,
+                            );
+                            const id = result?.createAppointment?.id;
+                            if (id) {
+                                toolLog('book_appointment', { doctorName }, { booked: true, appointmentId: id });
+                                return { booked: true, appointmentId: id, message: `Appointment booked for ${patientName} with ${doctorName} on ${scheduledAt}. Reference: ${id.substring(0, 8)}` };
+                            }
+                            toolLog('book_appointment', { doctorName }, { booked: false });
+                            return { booked: false, message: 'Appointment creation failed.' };
+                        } catch (err: any) {
+                            logger.error(`[AI-TOOL] book_appointment failed: ${err.message}`);
+                            return { booked: false, message: `Failed to book: ${err.message}` };
+                        }
+                    },
+                }),
+
+                create_lead: tool({
+                    description: 'Create a new lead/enquiry for a caller who is not an existing patient. Collect name, phone, and interest.',
+                    inputSchema: z.object({
+                        name: z.string().describe('Caller name'),
+                        phoneNumber: z.string().describe('Phone number'),
+                        interest: z.string().describe('What they are enquiring about'),
+                    }),
+                    execute: async ({ name, phoneNumber, interest }) => {
+                        toolLog('create_lead', { name, phoneNumber, interest: interest?.slice(0, 40) }, {});
+                        try {
+                            const cleanPhone = phoneNumber.replace(/[^0-9]/g, '').slice(-10);
+                            const resolved = await this.caller.resolve(cleanPhone, auth);
+                            const firstName = name.split(' ')[0];
+                            const lastName = name.split(' ').slice(1).join(' ') || '';
+
+                            if (resolved.isNew) {
+                                // Net-new caller — create Patient + Lead with
+                                // the AI-collected name from the conversation.
+                                let patientId: string | undefined;
+                                try {
+                                    const p = await platformService.queryWithAuth<any>(
+                                        `mutation($data: PatientCreateInput!) { createPatient(data: $data) { id } }`,
+                                        {
+                                            data: {
+                                                fullName: { firstName, lastName },
+                                                phones: { primaryPhoneNumber: `+91${cleanPhone}` },
+                                                patientType: 'NEW',
+                                            },
+                                        },
+                                        auth,
+                                    );
+                                    patientId = p?.createPatient?.id;
+                                } catch (err: any) {
+                                    logger.warn(`[AI-TOOL] create_lead patient create failed: ${err.message}`);
+                                }
+                                const created = await platformService.queryWithAuth<any>(
+                                    `mutation($data: LeadCreateInput!) { createLead(data: $data) { id } }`,
+                                    {
+                                        data: {
+                                            name: `AI Enquiry — ${name}`,
+                                            contactName: { firstName, lastName },
+                                            contactPhone: { primaryPhoneNumber: `+91${cleanPhone}` },
+                                            source: 'PHONE',
+                                            status: 'NEW',
+                                            interestedService: interest,
+                                            ...(patientId ? { patientId } : {}),
+                                        },
+                                    },
+                                    auth,
+                                );
+                                const id = created?.createLead?.id;
+                                if (id) {
+                                    toolLog('create_lead', { name }, { created: true, isNew: true, leadId: id });
+                                    return { created: true, leadId: id, message: `Lead created for ${name}. Our team will follow up on ${phoneNumber}.` };
+                                }
+                                toolLog('create_lead', { name }, { created: false });
+                                return { created: false, message: 'Lead creation failed.' };
+                            }
+
+                            // Existing record — update with AI-collected name.
+                            await platformService.queryWithAuth<any>(
+                                `mutation($id: UUID!, $data: LeadUpdateInput!) { updateLead(id: $id, data: $data) { id } }`,
+                                {
+                                    id: resolved.leadId,
+                                    data: {
+                                        name: `AI Enquiry — ${name}`,
+                                        contactName: { firstName, lastName },
+                                        source: 'PHONE',
+                                        status: 'NEW',
+                                        interestedService: interest,
+                                    },
+                                },
+                                auth,
+                            );
+                            if (resolved.patientId) {
+                                await platformService.queryWithAuth<any>(
+                                    `mutation($id: UUID!, $data: PatientUpdateInput!) { updatePatient(id: $id, data: $data) { id } }`,
+                                    { id: resolved.patientId, data: { fullName: { firstName, lastName } } },
+                                    auth,
+                                ).catch(() => {});
+                            }
+                            toolLog('create_lead', { name }, { created: true, isNew: false, leadId: resolved.leadId });
+                            return { created: true, leadId: resolved.leadId, message: `Lead updated for ${name}. Our team will follow up on ${phoneNumber}.` };
+                        } catch (err: any) {
+                            logger.error(`[AI-TOOL] create_lead failed: ${err.message}`);
+                            return { created: false, message: `Failed: ${err.message}` };
+                        }
+                    },
+                }),
+
+                lookup_call_history: tool({
+                    description: 'Get call log for a lead — all inbound/outbound calls with dispositions and durations. Omit leadId to use the current caller — do NOT re-type a UUID you saw in context; just call with no arguments.',
+                    inputSchema: z.object({
+                        leadId: z.string().optional().describe('Lead ID (omit when asking about the current caller)'),
+                    }),
+                    execute: async ({ leadId }) => {
+                        const resolved = resolveLeadId(leadId);
+                        if (!resolved) {
+                            toolLog('lookup_call_history', { leadId }, { resolved: null, result: 'no-context' });
+                            return { calls: [], message: 'No lead context — ask the agent which caller.' };
+                        }
+                        const data = await platformService.queryWithAuth<any>(
+                            `{ calls(first: 20, filter: { leadId: { eq: "${resolved}" } }, orderBy: [{ startedAt: DescNullsLast }]) { edges { node {
+                                id direction callStatus agentName startedAt durationSec disposition
+                            } } } }`,
+                            undefined, auth,
+                        );
+                        const calls = data.calls.edges.map((e: any) => e.node);
+                        toolLog('lookup_call_history', { leadId }, { resolved, count: calls.length });
+                        return { calls };
+                    },
+                }),
+
+                lookup_lead_activities: tool({
+                    description: 'Get activity log entries for a lead — notes, status changes, enquiries. Omit leadId to use the current caller — do NOT re-type a UUID you saw in context.',
+                    inputSchema: z.object({
+                        leadId: z.string().optional().describe('Lead ID (omit when asking about the current caller)'),
+                    }),
+                    execute: async ({ leadId }) => {
+                        const resolved = resolveLeadId(leadId);
+                        if (!resolved) {
+                            toolLog('lookup_lead_activities', { leadId }, { resolved: null, result: 'no-context' });
+                            return { activities: [], message: 'No lead context — ask the agent which caller.' };
+                        }
+                        const data = await platformService.queryWithAuth<any>(
+                            `{ leadActivities(first: 20, filter: { leadId: { eq: "${resolved}" } }, orderBy: [{ occurredAt: DescNullsLast }]) { edges { node {
+                                id activityType summary occurredAt performedBy channel outcome
+                            } } } }`,
+                            undefined, auth,
+                        );
+                        const activities = data.leadActivities.edges.map((e: any) => e.node);
+                        toolLog('lookup_lead_activities', { leadId }, { resolved, count: activities.length });
+                        return { activities };
+                    },
+                }),
+            };
+
+        const result = streamText({
+            model: this.aiModel,
+            system: systemPrompt,
+            messages,
+            stopWhen: stepCountIs(5),
+            tools: isSupervisor ? supervisorTools : agentTools,
+            ...(isSupervisor ? {} : { output: Output.object({ schema: aiResponseSchema }) }),
+        });
+
+        const response = result.toTextStreamResponse();
+        res.status(response.status);
+        response.headers.forEach((value, key) => res.setHeader(key, value));
+        if (response.body) {
+            const reader = response.body.getReader();
+            const pump = async () => {
+                while (true) {
+                    const { done, value } = await reader.read();
+                    if (done) { res.end(); break; }
+                    res.write(value);
+                }
+            };
+            pump().catch(() => res.end());
+        } else {
+            res.end();
+        }
+    }
+
     private async buildKnowledgeBase(auth: string): Promise<string> {
         const now = Date.now();
         if (this.knowledgeBase && now - this.kbLoadedAt < this.kbTtlMs) {
+            this.logger.log(`KB cache hit (${this.knowledgeBase.length} chars, age ${Math.round((now - this.kbLoadedAt) / 1000)}s)`);
             return this.knowledgeBase;
         }
 
@@ -75,33 +666,48 @@ export class AiChatController {
                 `{ clinics(first: 20) { edges { node {
                     id name clinicName
                     addressCustom { addressStreet1 addressCity addressState addressPostcode }
-                    weekdayHours saturdayHours sundayHours
+                    openMonday openTuesday openWednesday openThursday openFriday openSaturday openSunday
+                    opensAt closesAt
                     status walkInAllowed onlineBooking
-                    cancellationWindowHours arriveEarlyMin requiredDocuments
+                    cancellationWindowHours arriveEarlyMin
                     acceptsCash acceptsCard acceptsUpi
+                    requiredDocuments { edges { node { documentType notes } } }
                 } } } }`,
                 undefined, auth,
             );
             const clinics = clinicData.clinics.edges.map((e: any) => e.node);
             if (clinics.length) {
-                sections.push('## Clinics');
+                sections.push('## CLINICS & TIMINGS');
+                const dayFlags: Array<[string, string]> = [
+                    ['Mon', 'openMonday'], ['Tue', 'openTuesday'], ['Wed', 'openWednesday'],
+                    ['Thu', 'openThursday'], ['Fri', 'openFriday'],
+                    ['Sat', 'openSaturday'], ['Sun', 'openSunday'],
+                ];
                 for (const c of clinics) {
+                    const name = c.clinicName ?? c.name;
                     const addr = c.addressCustom
                         ? [c.addressCustom.addressStreet1, c.addressCustom.addressCity].filter(Boolean).join(', ')
                         : '';
-                    const hours = [
+                    sections.push(`### ${name}`);
-                        c.weekdayHours ? `Mon–Fri ${c.weekdayHours}` : '',
+                    if (addr) sections.push(`  Address: ${addr}`);
-                        c.saturdayHours ? `Sat ${c.saturdayHours}` : '',
+                    const openDays = dayFlags.filter(([, flag]) => c[flag]).map(([label]) => label);
-                        c.sundayHours ? `Sun ${c.sundayHours}` : 'Sun closed',
+                    if (openDays.length) {
-                    ].filter(Boolean).join(', ');
+                        const hours = c.opensAt && c.closesAt ? ` ${c.opensAt}–${c.closesAt}` : '';
-                    sections.push(`- ${c.clinicName ?? c.name}: ${addr}. ${hours}.`);
+                        sections.push(`  Open: ${openDays.join(', ')}${hours}`);
+                    }
+                    const closedDays = dayFlags.filter(([, flag]) => !c[flag]).map(([label]) => label);
+                    if (closedDays.length) {
+                        sections.push(`  Closed: ${closedDays.join(', ')}`);
+                    }
+                    if (c.walkInAllowed) sections.push(`  Walk-ins: Accepted`);
                 }
 
                 const rulesClinic = clinics[0];
                 const rules: string[] = [];
                 if (rulesClinic.cancellationWindowHours) rules.push(`Free cancellation up to ${rulesClinic.cancellationWindowHours}h before`);
                 if (rulesClinic.arriveEarlyMin) rules.push(`Arrive ${rulesClinic.arriveEarlyMin}min early`);
-                if (rulesClinic.requiredDocuments) rules.push(`First-time patients bring ${rulesClinic.requiredDocuments}`);
+                const docs = rulesClinic.requiredDocuments?.edges?.map((e: any) => e.node?.documentType).filter(Boolean) ?? [];
+                if (docs.length) rules.push(`First-time patients bring: ${docs.join(', ')}`);
                 if (rulesClinic.walkInAllowed) rules.push('Walk-ins accepted');
                 if (rulesClinic.onlineBooking) rules.push('Online booking available');
                 if (rules.length) {
@@ -120,6 +726,39 @@ export class AiChatController {
             }
         } catch (err) {
             this.logger.warn(`Failed to fetch clinics: ${err}`);
+            sections.push('## CLINICS\nFailed to load clinic data.');
+        }
+
+        // Add doctors to KB
+        try {
+            const docData = await this.platform.queryWithAuth<any>(
+                `{ doctors(first: 20) { edges { node {
+                    id fullName { firstName lastName } department specialty
+                    consultationFeeNew { amountMicros currencyCode }
+                    ${DOCTOR_VISIT_SLOTS_FRAGMENT}
+                } } } }`,
+                undefined, auth,
+            );
+            const doctors = normalizeDoctors(docData.doctors.edges.map((e: any) => e.node));
+            if (doctors.length) {
+                sections.push('\n## DOCTORS');
+                for (const d of doctors) {
+                    const name = `Dr. ${d.fullName?.firstName ?? ''} ${d.fullName?.lastName ?? ''}`.trim();
+                    const fee = d.consultationFeeNew ? `₹${d.consultationFeeNew.amountMicros / 1_000_000}` : '';
+                    // List ALL clinics this doctor visits in the KB so
+                    // the AI can answer questions like "where can I see
+                    // Dr. X" without needing a follow-up tool call.
+                    const clinics = d.clinics.map((c) => c.clinicName).join(', ');
+                    sections.push(`### ${name}`);
+                    sections.push(`  Department: ${d.department ?? 'N/A'}`);
+                    sections.push(`  Specialty: ${d.specialty ?? 'N/A'}`);
+                    if (d.visitingHours) sections.push(`  Hours: ${d.visitingHours}`);
+                    if (fee) sections.push(`  Consultation fee: ${fee}`);
+                    if (clinics) sections.push(`  Clinics: ${clinics}`);
+                }
+            }
+        } catch (err) {
+            this.logger.warn(`Failed to fetch doctors for KB: ${err}`);
         }
 
         try {
@@ -155,6 +794,7 @@ export class AiChatController {
             }
         } catch (err) {
             this.logger.warn(`Failed to fetch health packages: ${err}`);
+            sections.push('\n## Health Packages\nFailed to load package data.');
         }
 
         try {
@@ -175,6 +815,7 @@ export class AiChatController {
             }
         } catch (err) {
             this.logger.warn(`Failed to fetch insurance partners: ${err}`);
+            sections.push('\n## Insurance Partners\nFailed to load insurance data.');
         }
 
         this.knowledgeBase = sections.join('\n') || 'No hospital information available yet.';
@@ -183,26 +824,76 @@ export class AiChatController {
         return this.knowledgeBase;
     }
 
+    private buildSupervisorSystemPrompt(): string {
+        return this.aiConfig.renderPrompt('supervisorChat', {
+            hospitalName: this.getHospitalName(),
+        });
+    }
+
+    // Best-effort hospital name lookup for the AI prompts. Falls back
+    // to a generic label so prompt rendering never throws.
+    private getHospitalName(): string {
+        return process.env.HOSPITAL_NAME ?? 'the hospital';
+    }
+
+    private buildRulesSystemPrompt(currentConfig: any): string {
+        const configJson = JSON.stringify(currentConfig, null, 2);
+        return `You are an AI assistant helping a hospital supervisor configure the Rules Engine for their call center worklist.
+
+## YOUR ROLE
+You help the supervisor understand and optimize priority scoring rules. You explain concepts clearly and make specific recommendations based on their current configuration.
+
+## SCORING FORMULA
+finalScore = baseWeight × slaMultiplier × campaignMultiplier
+
+- **Base Weight** (0-10): Each task type (missed calls, follow-ups, campaign leads, 2nd/3rd attempts) has a configurable weight. Higher weight = higher priority in the worklist.
+- **SLA Multiplier**: Time-based urgency curve. Formula: elapsed^1.6 (accelerates as SLA deadline approaches). Past SLA breach: 1.0 + (excess × 0.5). This means items get increasingly urgent as they approach their SLA deadline.
+- **Campaign Multiplier**: (campaignWeight/10) × (sourceWeight/10). IVF(9) × WhatsApp(9) = 0.81. Health(7) × Instagram(5) = 0.35.
+- **SLA Thresholds**: Each task type has an SLA in minutes. Missed calls default to 12h (720min), follow-ups to 1d (1440min), campaign leads to 2d (2880min).
+
+## SLA STATUS COLORS
+- Green (low): < 50% SLA elapsed
+- Amber (medium): 50-80% SLA elapsed
+- Red (high): 80-100% SLA elapsed
+- Dark red pulsing (critical): > 100% SLA elapsed (breached)
+
+## PRIORITY RULES vs AUTOMATION RULES
+- **Priority Rules** (what the supervisor is configuring now): Determine worklist order. Computed in real-time at request time. No permanent data changes.
+- **Automation Rules** (coming soon): Trigger durable actions — assign leads to agents, escalate SLA breaches to supervisors, update lead status automatically. These write back to entity fields and need a draft/publish workflow.
+
+## BEST PRACTICES FOR HOSPITAL CALL CENTERS
+- Missed calls should have the highest weight (8-10) — these are patients who tried to reach you
+- Follow-ups should be high (7-9) — you committed to calling them back
+- Campaign leads vary by campaign value (5-8)
+- SLA for missed calls: 4-12 hours (shorter = more responsive)
+- SLA for follow-ups: 12-24 hours
+- High-value campaigns (IVF, cancer screening): weight 8-9
+- General campaigns (health checkup): weight 5-7
+- WhatsApp/Phone leads convert better than social media → weight them higher
+
+## CURRENT CONFIGURATION
+${configJson}
+
+## RULES
+1. Be concise — under 100 words unless asked for detail
+2. When recommending changes, be specific: "Set missed call weight to 9, SLA to 8 hours"
+3. Explain WHY a change matters: "This ensures IVF patients get called within 4 hours"
+4. Reference the scoring formula when explaining scores
+5. If asked about automation rules, explain the concept and say it's coming soon`;
+    }
+
     private buildSystemPrompt(kb: string): string {
-        return `You are an AI assistant for call center agents at a hospital.
+        return this.aiConfig.renderPrompt('ccAgentHelper', {
-You help agents answer questions about patients, doctors, appointments, and hospital services during live calls.
+            hospitalName: this.getHospitalName(),
-
+            knowledgeBase: kb,
-RULES:
+        });
-1. For patient-specific questions, you MUST use lookup tools. NEVER guess patient data.
-2. For doctor schedule/fees, use the lookup_doctor tool to get real data from the system.
-3. For hospital info (clinics, packages, insurance), use the knowledge base below.
-4. If a tool returns no data, say "I couldn't find that in our system."
-5. Be concise — agents are on live calls. Under 100 words unless asked for detail.
-6. NEVER give medical advice, diagnosis, or treatment recommendations.
-7. NEVER share sensitive hospital data (revenue, salaries, internal policies).
-8. Format with bullet points for easy scanning.
-
-${kb}`;
     }
 
     private async chatWithTools(userMessage: string, auth: string) {
         const kb = await this.buildKnowledgeBase(auth);
+        this.logger.log(`KB content preview: ${kb.substring(0, 300)}...`);
         const systemPrompt = this.buildSystemPrompt(kb);
+        this.logger.log(`System prompt length: ${systemPrompt.length} chars, user message: "${userMessage.substring(0, 100)}"`);
         const platformService = this.platform;
 
         const { text, steps } = await generateText({
@@ -309,16 +1000,15 @@ ${kb}`;
                             `{ doctors(first: 10) { edges { node {
                                 id name fullName { firstName lastName }
                                 department specialty qualifications yearsOfExperience
-                                visitingHours
                                 consultationFeeNew { amountMicros currencyCode }
                                 consultationFeeFollowUp { amountMicros currencyCode }
                                 active registrationNumber
-                                clinic { id name clinicName }
+                                ${DOCTOR_VISIT_SLOTS_FRAGMENT}
                             } } } }`,
                             undefined, auth,
                         );
 
-                        const doctors = data.doctors.edges.map((e: any) => e.node);
+                        const doctors = normalizeDoctors(data.doctors.edges.map((e: any) => e.node));
                         const search = doctorName.toLowerCase();
                         const matched = doctors.filter((d: any) => {
                             const full = `${d.fullName?.firstName ?? ''} ${d.fullName?.lastName ?? ''} ${d.name ?? ''}`.toLowerCase();
@@ -331,7 +1021,13 @@ ${kb}`;
                             found: true,
                             doctors: matched.map((d: any) => ({
                                 ...d,
-                                clinicName: d.clinic?.clinicName ?? d.clinic?.name ?? 'N/A',
+                                // Multi-clinic doctors show as
+                                // "Koramangala / Indiranagar" so the
+                                // model has the full picture without
+                                // a follow-up tool call.
+                                clinicName: d.clinics.length > 0
+                                    ? d.clinics.map((c: { clinicName: string }) => c.clinicName).join(' / ')
+                                    : 'N/A',
                                 feeNewFormatted: d.consultationFeeNew ? `₹${d.consultationFeeNew.amountMicros / 1_000_000}` : 'N/A',
                                 feeFollowUpFormatted: d.consultationFeeFollowUp ? `₹${d.consultationFeeFollowUp.amountMicros / 1_000_000}` : 'N/A',
                             })),
@@ -355,13 +1051,13 @@ ${kb}`;
         try {
             const doctors = await this.platform.queryWithAuth<any>(
                 `{ doctors(first: 10) { edges { node {
-                    name fullName { firstName lastName } department specialty visitingHours
+                    id name fullName { firstName lastName } department specialty
                     consultationFeeNew { amountMicros currencyCode }
-                    clinic { name clinicName }
+                    ${DOCTOR_VISIT_SLOTS_FRAGMENT}
                 } } } }`,
                 undefined, auth,
             );
-            const docs = doctors.doctors.edges.map((e: any) => e.node);
+            const docs = normalizeDoctors(doctors.doctors.edges.map((e: any) => e.node));
             const l = msg.toLowerCase();
 
             const matchedDoc = docs.find((d: any) => {
@@ -371,7 +1067,7 @@ ${kb}`;
             if (matchedDoc) {
                 const fee = matchedDoc.consultationFeeNew ? `₹${matchedDoc.consultationFeeNew.amountMicros / 1_000_000}` : '';
                 const clinic = matchedDoc.clinic?.clinicName ?? '';
-                return `Dr. ${matchedDoc.fullName?.lastName ?? matchedDoc.name} (${matchedDoc.department ?? matchedDoc.specialty}): ${matchedDoc.visitingHours ?? 'hours not set'}${clinic ? ` at ${clinic}` : ''}${fee ? `. Fee: ${fee}` : ''}.`;
+                return `Dr. ${matchedDoc.fullName?.lastName ?? matchedDoc.name} (${matchedDoc.department ?? matchedDoc.specialty}): ${matchedDoc.visitingHours || 'hours not set'}${clinic ? ` at ${clinic}` : ''}${fee ? `. Fee: ${fee}` : ''}.`;
             }
 
             if (l.includes('doctor') || l.includes('available')) {

src/ai/ai-enrichment.service.ts

@@ -4,6 +4,7 @@ import { generateObject } from 'ai';
 import type { LanguageModel } from 'ai';
 import { z } from 'zod';
 import { createAiModel } from './ai-provider';
+import { AiConfigService } from '../config/ai-config.service';
 
 type LeadContext = {
     firstName?: string;
@@ -32,8 +33,17 @@ export class AiEnrichmentService {
     private readonly logger = new Logger(AiEnrichmentService.name);
     private readonly aiModel: LanguageModel | null;
 
-    constructor(private config: ConfigService) {
+    constructor(
-        this.aiModel = createAiModel(config);
+        private config: ConfigService,
+        private aiConfig: AiConfigService,
+    ) {
+        const cfg = aiConfig.getConfig();
+        this.aiModel = createAiModel({
+            provider: cfg.provider,
+            model: cfg.model,
+            anthropicApiKey: config.get<string>('ai.anthropicApiKey'),
+            openaiApiKey: config.get<string>('ai.openaiApiKey'),
+        });
         if (!this.aiModel) {
             this.logger.warn('AI not configured — enrichment uses fallback');
         }
@@ -56,19 +66,15 @@ export class AiEnrichmentService {
             const { object } = await generateObject({
                 model: this.aiModel!,
                 schema: enrichmentSchema,
-                prompt: `You are an AI assistant for a hospital call center.
+                prompt: this.aiConfig.renderPrompt('leadEnrichment', {
-An inbound call is coming in from a lead. Summarize their history and suggest what the call center agent should do.
+                    leadName: `${lead.firstName ?? 'Unknown'} ${lead.lastName ?? ''}`.trim(),
-
+                    leadSource: lead.leadSource ?? 'Unknown',
-Lead details:
+                    interestedService: lead.interestedService ?? 'Unknown',
-- Name: ${lead.firstName ?? 'Unknown'} ${lead.lastName ?? ''}
+                    leadStatus: lead.leadStatus ?? 'Unknown',
-- Source: ${lead.leadSource ?? 'Unknown'}
+                    daysSince,
-- Interested in: ${lead.interestedService ?? 'Unknown'}
+                    contactAttempts: lead.contactAttempts ?? 0,
-- Current status: ${lead.leadStatus ?? 'Unknown'}
+                    activities: activitiesText,
-- Lead age: ${daysSince} days
+                }),
-- Contact attempts: ${lead.contactAttempts ?? 0}
-
-Recent activity:
-${activitiesText}`,
             });
 
             this.logger.log(`AI enrichment generated for lead ${lead.firstName} ${lead.lastName}`);

src/ai/ai-provider.ts

@@ -1,26 +1,30 @@
-import { ConfigService } from '@nestjs/config';
 import { anthropic } from '@ai-sdk/anthropic';
 import { openai } from '@ai-sdk/openai';
 import type { LanguageModel } from 'ai';
 
-export function createAiModel(config: ConfigService): LanguageModel | null {
+// Pure factory — no DI. Caller passes provider/model (admin-editable, from
-    const provider = config.get<string>('ai.provider') ?? 'openai';
+// AiConfigService) and the API key (env-driven, ops-owned). Decoupling means
-    const model = config.get<string>('ai.model') ?? 'gpt-4o-mini';
+// the model can be re-built per request without re-instantiating the caller
+// service, so admin updates to provider/model take effect immediately.
 
-    if (provider === 'anthropic') {
+export type AiProviderOpts = {
-        const apiKey = config.get<string>('ai.anthropicApiKey');
+    provider: string;
-        if (!apiKey) return null;
+    model: string;
-        return anthropic(model);
+    anthropicApiKey?: string;
+    openaiApiKey?: string;
+};
+
+export function createAiModel(opts: AiProviderOpts): LanguageModel | null {
+    if (opts.provider === 'anthropic') {
+        if (!opts.anthropicApiKey) return null;
+        return anthropic(opts.model);
     }
-
     // Default to openai
-    const apiKey = config.get<string>('ai.openaiApiKey');
+    if (!opts.openaiApiKey) return null;
-    if (!apiKey) return null;
+    return openai(opts.model);
-    return openai(model);
 }
 
-export function isAiConfigured(config: ConfigService): boolean {
+export function isAiConfigured(opts: AiProviderOpts): boolean {
-    const provider = config.get<string>('ai.provider') ?? 'openai';
+    if (opts.provider === 'anthropic') return !!opts.anthropicApiKey;
-    if (provider === 'anthropic') return !!config.get<string>('ai.anthropicApiKey');
+    return !!opts.openaiApiKey;
-    return !!config.get<string>('ai.openaiApiKey');
 }

src/ai/ai-response-schema.ts

@@ -0,0 +1,14 @@
+import { z } from 'zod';
+
+export const aiResponseSchema = z.object({
+    message: z.string().describe('Brief 2-3 sentence summary in plain conversational sentences. NEVER include suggestions, bullet lists, markdown, headers, or field labels here — those belong in the suggestions array only.'),
+    suggestions: z.array(z.object({
+        id: z.string().describe('Unique suggestion ID like s1, s2'),
+        type: z.enum(['upsell', 'crosssell', 'retention', 'operational']),
+        title: z.string().describe('Short title for the suggestion pill'),
+        script: z.string().describe('2-3 sentence script the agent can read aloud to the caller'),
+        priority: z.enum(['high', 'medium', 'low']),
+    })).describe('0-4 contextual suggestions based on business rules. Include on first response, update on subsequent.'),
+});
+
+export type AiResponse = z.infer<typeof aiResponseSchema>;

src/ai/ai.module.ts

@@ -1,10 +1,11 @@
-import { Module } from '@nestjs/common';
+import { Module, forwardRef } from '@nestjs/common';
 import { PlatformModule } from '../platform/platform.module';
 import { AiEnrichmentService } from './ai-enrichment.service';
 import { AiChatController } from './ai-chat.controller';
+import { CallerResolutionModule } from '../caller/caller-resolution.module';
 
 @Module({
-    imports: [PlatformModule],
+    imports: [PlatformModule, forwardRef(() => CallerResolutionModule)],
     controllers: [AiChatController],
     providers: [AiEnrichmentService],
     exports: [AiEnrichmentService],

src/app.module.ts

@@ -11,6 +11,19 @@ import { GraphqlProxyModule } from './graphql-proxy/graphql-proxy.module';
 import { HealthModule } from './health/health.module';
 import { WorklistModule } from './worklist/worklist.module';
 import { CallAssistModule } from './call-assist/call-assist.module';
+import { SearchModule } from './search/search.module';
+import { SupervisorModule } from './supervisor/supervisor.module';
+import { MaintModule } from './maint/maint.module';
+import { RecordingsModule } from './recordings/recordings.module';
+import { EventsModule } from './events/events.module';
+import { CallerResolutionModule } from './caller/caller-resolution.module';
+import { RulesEngineModule } from './rules-engine/rules-engine.module';
+import { ConfigThemeModule } from './config/config-theme.module';
+import { WidgetModule } from './widget/widget.module';
+import { TeamModule } from './team/team.module';
+import { MasterdataModule } from './masterdata/masterdata.module';
+import { LeadsModule } from './leads/leads.module';
+import { TelephonyRegistrationService } from './telephony-registration.service';
 
 @Module({
     imports: [
@@ -28,6 +41,19 @@ import { CallAssistModule } from './call-assist/call-assist.module';
         HealthModule,
         WorklistModule,
         CallAssistModule,
+        SearchModule,
+        SupervisorModule,
+        MaintModule,
+        RecordingsModule,
+        EventsModule,
+        CallerResolutionModule,
+        RulesEngineModule,
+        ConfigThemeModule,
+        WidgetModule,
+        TeamModule,
+        MasterdataModule,
+        LeadsModule,
     ],
+    providers: [TelephonyRegistrationService],
 })
 export class AppModule {}

src/auth/agent-config.service.ts

@@ -0,0 +1,86 @@
+import { Injectable, Logger } from '@nestjs/common';
+import { PlatformGraphqlService } from '../platform/platform-graphql.service';
+import { TelephonyConfigService } from '../config/telephony-config.service';
+
+export type AgentConfig = {
+    id: string;
+    ozonetelAgentId: string;
+    sipExtension: string;
+    sipPassword: string;
+    campaignName: string;
+    sipUri: string;
+    sipWsServer: string;
+};
+
+@Injectable()
+export class AgentConfigService {
+    private readonly logger = new Logger(AgentConfigService.name);
+    private readonly cache = new Map<string, AgentConfig>();
+
+    constructor(
+        private platform: PlatformGraphqlService,
+        private telephony: TelephonyConfigService,
+    ) {}
+
+    private get sipDomain(): string {
+        return this.telephony.getConfig().sip.domain || 'blr-pub-rtc4.ozonetel.com';
+    }
+    private get sipWsPort(): string {
+        return this.telephony.getConfig().sip.wsPort || '444';
+    }
+    private get defaultCampaignName(): string {
+        // No hardcoded fallback — each Agent entity's own campaignName
+        // field is the source of truth. Env var is the per-workspace
+        // default; if neither is set, the Ozonetel login will use
+        // whatever the agent's entity specifies.
+        return this.telephony.getConfig().ozonetel.campaignName || '';
+    }
+
+    async getByMemberId(memberId: string): Promise<AgentConfig | null> {
+        const cached = this.cache.get(memberId);
+        if (cached) return cached;
+
+        try {
+            // Note: platform GraphQL field names are derived from the SDK
+            // `label`, not `name` — so the filter/column is
+            // `workspaceMemberId` and the SIP fields are camelCase. The
+            // legacy staging workspace was synced from an older SDK that
+            // exposed `wsmemberId`/`ozonetelagentid`/etc., but any fresh
+            // sync (and all new hospitals going forward) uses these
+            // label-derived names. Re-sync staging if it drifts.
+            const data = await this.platform.query<any>(
+                `{ agents(first: 1, filter: { workspaceMemberId: { eq: "${memberId}" } }) { edges { node {
+                    id ozonetelAgentId sipExtension sipPassword campaignName
+                } } } }`,
+            );
+
+            const node = data?.agents?.edges?.[0]?.node;
+            if (!node || !node.ozonetelAgentId || !node.sipExtension) return null;
+
+            const agentConfig: AgentConfig = {
+                id: node.id,
+                ozonetelAgentId: node.ozonetelAgentId,
+                sipExtension: node.sipExtension,
+                sipPassword: node.sipPassword ?? node.sipExtension,
+                campaignName: node.campaignName ?? this.defaultCampaignName,
+                sipUri: `sip:${node.sipExtension}@${this.sipDomain}`,
+                sipWsServer: `wss://${this.sipDomain}:${this.sipWsPort}`,
+            };
+
+            this.cache.set(memberId, agentConfig);
+            this.logger.log(`Loaded agent config for member ${memberId}: ${agentConfig.ozonetelAgentId} / ${agentConfig.sipExtension}`);
+            return agentConfig;
+        } catch (err) {
+            this.logger.warn(`Failed to fetch agent config: ${err}`);
+            return null;
+        }
+    }
+
+    getFromCache(memberId: string): AgentConfig | null {
+        return this.cache.get(memberId) ?? null;
+    }
+
+    clearCache(memberId: string): void {
+        this.cache.delete(memberId);
+    }
+}

src/auth/auth.controller.ts

@@ -1,7 +1,11 @@
-import { Controller, Post, Body, Logger, HttpException } from '@nestjs/common';
+import { Controller, Post, Body, Headers, Req, Logger, HttpException } from '@nestjs/common';
+import type { Request } from 'express';
 import { ConfigService } from '@nestjs/config';
 import axios from 'axios';
 import { OzonetelAgentService } from '../ozonetel/ozonetel-agent.service';
+import { SessionService } from './session.service';
+import { AgentConfigService } from './agent-config.service';
+import { TelephonyConfigService } from '../config/telephony-config.service';
 
 @Controller('auth')
 export class AuthController {
@@ -13,6 +17,9 @@ export class AuthController {
     constructor(
         private config: ConfigService,
         private ozonetelAgent: OzonetelAgentService,
+        private sessionService: SessionService,
+        private agentConfigService: AgentConfigService,
+        private telephony: TelephonyConfigService,
     ) {
         this.graphqlUrl = config.get<string>('platform.graphqlUrl')!;
         this.workspaceSubdomain = process.env.PLATFORM_WORKSPACE_SUBDOMAIN ?? 'fortytwo-dev';
@@ -20,7 +27,7 @@ export class AuthController {
     }
 
     @Post('login')
-    async login(@Body() body: { email: string; password: string }) {
+    async login(@Body() body: { email: string; password: string }, @Req() req: Request) {
         this.logger.log(`Login attempt for ${body.email}`);
 
         try {
@@ -100,31 +107,68 @@ export class AuthController {
 
             // Determine app role from platform roles
             let appRole = 'executive'; // default
-            if (roleLabels.includes('HelixEngage Manager')) {
+            if (roleLabels.includes('HelixEngage Manager') || roleLabels.includes('HelixEngage Supervisor')) {
                 appRole = 'admin';
             } else if (roleLabels.includes('HelixEngage User')) {
-                // Distinguish CC agent from executive by email convention or config
-                // For now, emails containing 'cc' map to cc-agent
                 const email = workspaceMember?.userEmail ?? body.email;
                 appRole = email.includes('cc') ? 'cc-agent' : 'executive';
             }
 
             this.logger.log(`User ${body.email} logged in with role: ${appRole} (platform roles: ${roleLabels.join(', ')})`);
 
-            // Auto-login Ozonetel agent for CC agents (fire and forget)
+            // Check if user has an Agent entity with SIP config — applies to ALL roles
-            if (appRole === 'cc-agent') {
+            let agentConfigResponse: any = undefined;
-                const ozAgentId = process.env.OZONETEL_AGENT_ID ?? 'agent3';
+            const memberId = workspaceMember?.id;
-                const ozAgentPassword = process.env.OZONETEL_AGENT_PASSWORD ?? 'Test123$';
+
-                const ozSipId = process.env.OZONETEL_SIP_ID ?? '521814';
+            if (memberId) {
+                const agentConfig = await this.agentConfigService.getByMemberId(memberId);
+
+                if (agentConfig) {
+                    // Agent entity found — set up SIP + Ozonetel
+                    const clientIp = (req.headers['x-forwarded-for'] as string)?.split(',')[0]?.trim() ?? req.ip ?? 'unknown';
+                    const existingSession = await this.sessionService.getSession(agentConfig.ozonetelAgentId);
+                    if (existingSession) {
+                        this.logger.warn(`Duplicate login blocked for ${body.email} — session held by IP ${existingSession.ip} since ${existingSession.lockedAt}`);
+                        throw new HttpException(`You are already logged in from another device (${existingSession.ip}). Please log out there first.`, 409);
+                    }
+
+                    await this.sessionService.lockSession(agentConfig.ozonetelAgentId, memberId, clientIp);
+
+                    this.ozonetelAgent.refreshToken().catch(err => {
+                        this.logger.warn(`Ozonetel token refresh on login failed: ${err.message}`);
+                    });
 
                     this.ozonetelAgent.loginAgent({
-                    agentId: ozAgentId,
+                        agentId: agentConfig.ozonetelAgentId,
-                    password: ozAgentPassword,
+                        password: agentConfig.sipPassword,
-                    phoneNumber: ozSipId,
+                        phoneNumber: agentConfig.sipExtension,
                         mode: 'blended',
                     }).catch(err => {
                         this.logger.warn(`Ozonetel agent login failed (non-blocking): ${err.message}`);
                     });
+
+                    agentConfigResponse = {
+                        ozonetelAgentId: agentConfig.ozonetelAgentId,
+                        sipExtension: agentConfig.sipExtension,
+                        sipPassword: agentConfig.sipPassword,
+                        sipUri: agentConfig.sipUri,
+                        sipWsServer: agentConfig.sipWsServer,
+                        campaignName: agentConfig.campaignName,
+                    };
+
+                    this.logger.log(`Agent ${body.email} → Ozonetel ${agentConfig.ozonetelAgentId} / SIP ${agentConfig.sipExtension}`);
+                } else if (appRole === 'cc-agent') {
+                    // CC agent role but no Agent entity — block login
+                    throw new HttpException('Agent account not configured. Contact administrator.', 403);
+                } else {
+                    this.logger.log(`User ${body.email} has no Agent entity — SIP disabled`);
+                }
+            }
+
+            // Cache agent name for worklist resolution (avoids re-querying currentUser with user JWT)
+            const agentFullName = `${workspaceMember?.name?.firstName ?? ''} ${workspaceMember?.name?.lastName ?? ''}`.trim();
+            if (agentFullName) {
+                await this.sessionService.setCache(`agent:name:${accessToken.slice(-16)}`, agentFullName, 86400);
             }
 
             return {
@@ -139,6 +183,7 @@ export class AuthController {
                     role: appRole,
                     platformRoles: roleLabels,
                 },
+                ...(agentConfigResponse ? { agentConfig: agentConfigResponse } : {}),
             };
         } catch (error) {
             if (error instanceof HttpException) throw error;
@@ -146,4 +191,103 @@ export class AuthController {
             throw new HttpException('Authentication service unavailable', 503);
         }
     }
+
+    @Post('refresh')
+    async refresh(@Body() body: { refreshToken: string }) {
+        if (!body.refreshToken) {
+            throw new HttpException('refreshToken required', 400);
+        }
+
+        this.logger.log('Token refresh request');
+
+        try {
+            const res = await axios.post(this.graphqlUrl, {
+                query: `mutation RefreshToken($token: String!) {
+                    renewToken(appToken: $token) {
+                        tokens {
+                            accessOrWorkspaceAgnosticToken { token expiresAt }
+                            refreshToken { token }
+                        }
+                    }
+                }`,
+                variables: { token: body.refreshToken },
+            }, {
+                headers: { 'Content-Type': 'application/json' },
+            });
+
+            if (res.data.errors) {
+                this.logger.warn(`Token refresh failed: ${res.data.errors[0]?.message}`);
+                throw new HttpException('Token refresh failed', 401);
+            }
+
+            const tokens = res.data.data.renewToken.tokens;
+            return {
+                accessToken: tokens.accessOrWorkspaceAgnosticToken.token,
+                refreshToken: tokens.refreshToken.token,
+            };
+        } catch (error) {
+            if (error instanceof HttpException) throw error;
+            this.logger.error(`Token refresh failed: ${error}`);
+            throw new HttpException('Token refresh failed', 401);
+        }
+    }
+
+    @Post('logout')
+    async logout(@Headers('authorization') auth: string) {
+        if (!auth) return { status: 'ok' };
+
+        try {
+            const profileRes = await axios.post(this.graphqlUrl, {
+                query: '{ currentUser { workspaceMember { id } } }',
+            }, { headers: { 'Content-Type': 'application/json', Authorization: auth } });
+
+            const memberId = profileRes.data?.data?.currentUser?.workspaceMember?.id;
+            if (!memberId) return { status: 'ok' };
+
+            const agentConfig = this.agentConfigService.getFromCache(memberId);
+            if (agentConfig) {
+                await this.sessionService.unlockSession(agentConfig.ozonetelAgentId);
+                this.logger.log(`Session unlocked for ${agentConfig.ozonetelAgentId}`);
+
+                // Await the Ozonetel logout so it completes before the
+                // HTTP response returns. Without this, a fast re-login
+                // (e.g. "remember me" auto-fill) races the logout and
+                // the agent lands in "Telephony Unavailable" because
+                // Ozonetel receives login while still processing logout.
+                await this.ozonetelAgent.logoutAgent({
+                    agentId: agentConfig.ozonetelAgentId,
+                    password: agentConfig.sipPassword,
+                }).catch(err => this.logger.warn(`Ozonetel logout failed: ${err.message}`));
+
+                this.agentConfigService.clearCache(memberId);
+            }
+
+            return { status: 'ok' };
+        } catch (err) {
+            this.logger.warn(`Logout cleanup failed: ${err}`);
+            return { status: 'ok' };
+        }
+    }
+
+    @Post('heartbeat')
+    async heartbeat(@Headers('authorization') auth: string) {
+        if (!auth) return { status: 'ok' };
+
+        try {
+            const profileRes = await axios.post(this.graphqlUrl, {
+                query: '{ currentUser { workspaceMember { id } } }',
+            }, { headers: { 'Content-Type': 'application/json', Authorization: auth } });
+
+            const memberId = profileRes.data?.data?.currentUser?.workspaceMember?.id;
+            const agentConfig = memberId ? this.agentConfigService.getFromCache(memberId) : null;
+
+            if (agentConfig) {
+                await this.sessionService.refreshSession(agentConfig.ozonetelAgentId);
+            }
+
+            return { status: 'ok' };
+        } catch {
+            return { status: 'ok' };
+        }
+    }
 }

src/auth/auth.module.ts

@@ -1,9 +1,14 @@
 import { Module } from '@nestjs/common';
 import { AuthController } from './auth.controller';
 import { OzonetelAgentModule } from '../ozonetel/ozonetel-agent.module';
+import { PlatformModule } from '../platform/platform.module';
+import { SessionService } from './session.service';
+import { AgentConfigService } from './agent-config.service';
 
 @Module({
-    imports: [OzonetelAgentModule],
+    imports: [OzonetelAgentModule, PlatformModule],
     controllers: [AuthController],
+    providers: [SessionService, AgentConfigService],
+    exports: [SessionService, AgentConfigService],
 })
 export class AuthModule {}

src/auth/session.service.ts

@@ -0,0 +1,105 @@
+import { Injectable, Logger } from '@nestjs/common';
+import { ConfigService } from '@nestjs/config';
+import Redis from 'ioredis';
+
+const SESSION_TTL = 3600; // 1 hour
+
+@Injectable()
+export class SessionService {
+    private readonly logger = new Logger(SessionService.name);
+    private readonly redis: Redis;
+
+    // Redis client is constructed eagerly (not in onModuleInit) so
+    // other services can call cache methods from THEIR onModuleInit
+    // hooks. NestJS instantiates all providers before running any
+    // onModuleInit callback, so the client is guaranteed ready even
+    // when an earlier-firing module's init path touches the cache
+    // (e.g. WidgetConfigService → WidgetKeysService → setCachePersistent).
+    constructor(private config: ConfigService) {
+        const url = this.config.get<string>('redis.url', 'redis://localhost:6379');
+        this.redis = new Redis(url, { lazyConnect: false });
+        this.redis.on('connect', () => this.logger.log('Redis connected'));
+        this.redis.on('error', (err) => this.logger.error(`Redis error: ${err.message}`));
+    }
+
+    private key(agentId: string): string {
+        return `agent:session:${agentId}`;
+    }
+
+    async lockSession(agentId: string, memberId: string, ip?: string): Promise<void> {
+        const value = JSON.stringify({ memberId, ip: ip ?? 'unknown', lockedAt: new Date().toISOString() });
+        await this.redis.set(this.key(agentId), value, 'EX', SESSION_TTL);
+    }
+
+    async getSession(agentId: string): Promise<{ memberId: string; ip: string; lockedAt: string } | null> {
+        const raw = await this.redis.get(this.key(agentId));
+        if (!raw) return null;
+        try {
+            return JSON.parse(raw);
+        } catch {
+            // Legacy format — just memberId string
+            return { memberId: raw, ip: 'unknown', lockedAt: 'unknown' };
+        }
+    }
+
+    async isSessionLocked(agentId: string): Promise<string | null> {
+        const session = await this.getSession(agentId);
+        return session ? session.memberId : null;
+    }
+
+    async refreshSession(agentId: string): Promise<void> {
+        await this.redis.expire(this.key(agentId), SESSION_TTL);
+    }
+
+    async unlockSession(agentId: string): Promise<void> {
+        await this.redis.del(this.key(agentId));
+    }
+
+    // Enumerate every active session lock so the maint UI can show which
+    // agentIds are currently held (and by whom) vs free. Uses SCAN, not
+    // KEYS, to avoid blocking Redis on workspaces with many keys.
+    async listLockedSessions(): Promise<Array<{ agentId: string; memberId: string; ip: string; lockedAt: string }>> {
+        const out: Array<{ agentId: string; memberId: string; ip: string; lockedAt: string }> = [];
+        const stream = this.redis.scanStream({ match: 'agent:session:*', count: 100 });
+        const keys: string[] = [];
+        await new Promise<void>((resolve, reject) => {
+            stream.on('data', (chunk: string[]) => keys.push(...chunk));
+            stream.on('end', resolve);
+            stream.on('error', reject);
+        });
+        for (const key of keys) {
+            const agentId = key.slice('agent:session:'.length);
+            const session = await this.getSession(agentId);
+            if (session) out.push({ agentId, ...session });
+        }
+        return out;
+    }
+
+    // Generic cache operations for any module
+    async getCache(key: string): Promise<string | null> {
+        return this.redis.get(key);
+    }
+
+    async setCache(key: string, value: string, ttlSeconds: number): Promise<void> {
+        await this.redis.set(key, value, 'EX', ttlSeconds);
+    }
+
+    async setCachePersistent(key: string, value: string): Promise<void> {
+        await this.redis.set(key, value);
+    }
+
+    async deleteCache(key: string): Promise<void> {
+        await this.redis.del(key);
+    }
+
+    async scanKeys(pattern: string): Promise<string[]> {
+        const keys: string[] = [];
+        let cursor = '0';
+        do {
+            const [next, batch] = await this.redis.scan(cursor, 'MATCH', pattern, 'COUNT', 100);
+            cursor = next;
+            keys.push(...batch);
+        } while (cursor !== '0');
+        return keys;
+    }
+}

src/call-assist/call-assist.service.ts

@@ -4,6 +4,8 @@ import { generateText } from 'ai';
 import { PlatformGraphqlService } from '../platform/platform-graphql.service';
 import { createAiModel } from '../ai/ai-provider';
 import type { LanguageModel } from 'ai';
+import { AiConfigService } from '../config/ai-config.service';
+import { DOCTOR_VISIT_SLOTS_FRAGMENT, normalizeDoctors } from '../shared/doctor-utils';
 
 @Injectable()
 export class CallAssistService {
@@ -14,8 +16,15 @@ export class CallAssistService {
     constructor(
         private config: ConfigService,
         private platform: PlatformGraphqlService,
+        private aiConfig: AiConfigService,
     ) {
-        this.aiModel = createAiModel(config);
+        const cfg = aiConfig.getConfig();
+        this.aiModel = createAiModel({
+            provider: cfg.provider,
+            model: cfg.model,
+            anthropicApiKey: config.get<string>('ai.anthropicApiKey'),
+            openaiApiKey: config.get<string>('ai.openaiApiKey'),
+        });
         this.platformApiKey = config.get<string>('platform.apiKey') ?? '';
     }
 
@@ -52,7 +61,7 @@ export class CallAssistService {
 
                 const apptResult = await this.platform.queryWithAuth<any>(
                     `{ appointments(first: 10, orderBy: [{ scheduledAt: DescNullsLast }]) { edges { node {
-                        id scheduledAt appointmentStatus doctorName department reasonForVisit patientId
+                        id scheduledAt status doctorName department reasonForVisit patientId
                     } } } }`,
                     undefined, authHeader,
                 );
@@ -63,7 +72,7 @@ export class CallAssistService {
                     parts.push('\nPAST APPOINTMENTS:');
                     for (const a of appts) {
                         const date = a.scheduledAt ? new Date(a.scheduledAt).toLocaleDateString('en-IN') : '?';
-                        parts.push(`- ${date}: ${a.doctorName ?? '?'} (${a.department ?? '?'}) — ${a.appointmentStatus}`);
+                        parts.push(`- ${date}: ${a.doctorName ?? '?'} (${a.department ?? '?'}) — ${a.status}`);
                     }
                 }
             } else if (callerPhone) {
@@ -73,16 +82,24 @@ export class CallAssistService {
 
             const docResult = await this.platform.queryWithAuth<any>(
                 `{ doctors(first: 20) { edges { node {
-                    fullName { firstName lastName } department specialty clinic { clinicName }
+                    id fullName { firstName lastName } department specialty
+                    ${DOCTOR_VISIT_SLOTS_FRAGMENT}
                 } } } }`,
                 undefined, authHeader,
             );
-            const docs = docResult.doctors.edges.map((e: any) => e.node);
+            const docs = normalizeDoctors(docResult.doctors.edges.map((e: any) => e.node));
             if (docs.length > 0) {
                 parts.push('\nAVAILABLE DOCTORS:');
                 for (const d of docs) {
                     const name = d.fullName ? `Dr. ${d.fullName.firstName} ${d.fullName.lastName}`.trim() : 'Unknown';
-                    parts.push(`- ${name} — ${d.department ?? '?'} — ${d.clinic?.clinicName ?? '?'}`);
+                    // Show all clinics the doctor visits, joined with
+                    // " / " — call assist context is read by the AI
+                    // whisperer so multi-clinic doctors don't get
+                    // truncated to their first location.
+                    const clinicLabel = d.clinics.length > 0
+                        ? d.clinics.map((c) => c.clinicName).join(' / ')
+                        : '?';
+                    parts.push(`- ${name} — ${d.department ?? '?'} — ${clinicLabel}`);
                 }
             }
 
@@ -99,18 +116,10 @@ export class CallAssistService {
         try {
             const { text } = await generateText({
                 model: this.aiModel,
-                system: `You are a real-time call assistant for Global Hospital Bangalore.
+                system: this.aiConfig.renderPrompt('callAssist', {
-You listen to the customer's words and provide brief, actionable suggestions for the CC agent.
+                    hospitalName: process.env.HOSPITAL_NAME ?? 'the hospital',
-
+                    context,
-${context}
+                }),
-
-RULES:
-- Keep suggestions under 2 sentences
-- Focus on actionable next steps the agent should take NOW
-- If customer mentions a doctor or department, suggest available slots
-- If customer wants to cancel or reschedule, note relevant appointment details
-- If customer sounds upset, suggest empathetic response
-- Do NOT repeat what the agent already knows`,
                 prompt: `Conversation transcript so far:\n${transcript}\n\nProvide a brief suggestion for the agent based on what was just said.`,
                 maxOutputTokens: 150,
             });

src/call-events/call-events.gateway.ts

@@ -35,6 +35,20 @@ export class CallEventsGateway {
         this.server.to(room).emit('call:incoming', event);
     }
 
+    // Broadcast to supervisors when a new call record is created
+    broadcastCallCreated(callData: any) {
+        this.logger.log('Broadcasting call:created to supervisor room');
+        this.server.to('supervisor').emit('call:created', callData);
+    }
+
+    // Supervisor registers to receive real-time updates
+    @SubscribeMessage('supervisor:register')
+    handleSupervisorRegister(@ConnectedSocket() client: Socket) {
+        client.join('supervisor');
+        this.logger.log(`Supervisor registered (socket: ${client.id})`);
+        client.emit('supervisor:registered', { room: 'supervisor' });
+    }
+
     // Agent registers when they open the Call Desk page
     @SubscribeMessage('agent:register')
     handleAgentRegister(

src/call-events/call-events.module.ts

@@ -1,13 +1,18 @@
 import { Module } from '@nestjs/common';
 import { PlatformModule } from '../platform/platform.module';
 import { AiModule } from '../ai/ai.module';
+import { CallerResolutionModule } from '../caller/caller-resolution.module';
 import { CallEventsService } from './call-events.service';
 import { CallEventsGateway } from './call-events.gateway';
 import { CallLookupController } from './call-lookup.controller';
+import { LeadEnrichController } from './lead-enrich.controller';
 
 @Module({
-    imports: [PlatformModule, AiModule],
+    // CallerResolutionModule is imported so LeadEnrichController can
-    controllers: [CallLookupController],
+    // inject CallerResolutionService to invalidate the Redis caller
+    // cache after a forced re-enrichment.
+    imports: [PlatformModule, AiModule, CallerResolutionModule],
+    controllers: [CallLookupController, LeadEnrichController],
     providers: [CallEventsService, CallEventsGateway],
     exports: [CallEventsService, CallEventsGateway],
 })

src/call-events/call-events.service.ts

@@ -167,7 +167,24 @@ export class CallEventsService {
             `Processing disposition: ${payload.disposition} for call ${payload.callSid}`,
         );
 
-        // 1. Create Call record in platform
+        // 1. Compute SLA % if lead is linked
+        let sla: number | undefined;
+        if (payload.leadId && payload.startedAt) {
+            try {
+                const lead = await this.platform.findLeadById(payload.leadId);
+                if (lead?.createdAt) {
+                    const leadCreated = new Date(lead.createdAt).getTime();
+                    const callStarted = new Date(payload.startedAt).getTime();
+                    const elapsedMin = Math.max(0, (callStarted - leadCreated) / 60000);
+                    const slaThresholdMin = 1440; // Default 24h; missed calls use 720 but this is a completed call
+                    sla = Math.round((elapsedMin / slaThresholdMin) * 100);
+                }
+            } catch {
+                // SLA computation is best-effort
+            }
+        }
+
+        // 2. Create Call record in platform
         try {
             await this.platform.createCall({
                 callDirection: 'INBOUND',
@@ -187,8 +204,11 @@ export class CallEventsService {
                 disposition: payload.disposition,
                 callNotes: payload.notes || undefined,
                 leadId: payload.leadId || undefined,
+                sla,
             });
-            this.logger.log(`Call record created for ${payload.callSid}`);
+            this.logger.log(`Call record created for ${payload.callSid} (SLA: ${sla ?? 'N/A'}%)`);
+            // Notify supervisors in real-time
+            this.gateway.broadcastCallCreated({ callSid: payload.callSid, agentName: payload.agentName, disposition: payload.disposition });
         } catch (error) {
             this.logger.error(`Failed to create call record: ${error}`);
         }

src/call-events/lead-enrich.controller.ts

@@ -0,0 +1,114 @@
+import { Body, Controller, Headers, HttpException, Logger, Param, Post } from '@nestjs/common';
+import { PlatformGraphqlService } from '../platform/platform-graphql.service';
+import { AiEnrichmentService } from '../ai/ai-enrichment.service';
+import { CallerResolutionService } from '../caller/caller-resolution.service';
+
+// POST /api/lead/:id/enrich
+//
+// Force re-generation of a lead's AI summary + suggested action. Used by
+// the call-desk appointment/enquiry forms when the agent explicitly edits
+// the caller's name — the previously-generated summary was built against
+// the stale identity, so we discard it and run the enrichment prompt
+// again with the corrected name.
+//
+// Optional body: `{ phone?: string }` — when provided, also invalidates
+// the Redis caller-resolution cache for that phone so the NEXT incoming
+// call from the same number picks up fresh data from the platform
+// instead of the stale cached entry.
+//
+// This is distinct from the cache-miss enrichment path in
+// call-lookup.controller.ts `POST /api/call/lookup` which only runs
+// enrichment when `lead.aiSummary` is null. That path is fine for
+// first-time lookups; this one is for explicit "the old summary is
+// wrong, regenerate it" triggers.
+@Controller('api/lead')
+export class LeadEnrichController {
+    private readonly logger = new Logger(LeadEnrichController.name);
+
+    constructor(
+        private readonly platform: PlatformGraphqlService,
+        private readonly ai: AiEnrichmentService,
+        private readonly callerResolution: CallerResolutionService,
+    ) {}
+
+    @Post(':id/enrich')
+    async enrichLead(
+        @Param('id') leadId: string,
+        @Body() body: { phone?: string },
+        @Headers('authorization') authHeader: string,
+    ) {
+        if (!authHeader) throw new HttpException('Authorization required', 401);
+        if (!leadId) throw new HttpException('leadId required', 400);
+
+        this.logger.log(`Force-enriching lead ${leadId}`);
+
+        // 1. Fetch fresh lead from platform (with the staging-aligned
+        //    field names — see findLeadByIdWithToken comment).
+        let lead: any;
+        try {
+            lead = await this.platform.findLeadByIdWithToken(leadId, authHeader);
+        } catch (err) {
+            this.logger.error(`[LEAD-ENRICH] Lead fetch failed for ${leadId}: ${err}`);
+            throw new HttpException(`Lead fetch failed: ${(err as Error).message}`, 500);
+        }
+        if (!lead) {
+            throw new HttpException(`Lead not found: ${leadId}`, 404);
+        }
+
+        // 2. Fetch recent activities so the prompt has conversation context.
+        let activities: any[] = [];
+        try {
+            activities = await this.platform.getLeadActivitiesWithToken(leadId, authHeader, 5);
+        } catch (err) {
+            // Non-fatal — enrichment just has less context.
+            this.logger.warn(`[LEAD-ENRICH] Activity fetch failed: ${err}`);
+        }
+
+        // 3. Run enrichment. LeadContext uses the legacy `leadStatus`/
+        //    `leadSource` internal names even though the platform now
+        //    exposes them as `status`/`source` — we just map across.
+        const enrichment = await this.ai.enrichLead({
+            firstName: lead.contactName?.firstName ?? undefined,
+            lastName: lead.contactName?.lastName ?? undefined,
+            leadSource: lead.source ?? undefined,
+            interestedService: lead.interestedService ?? undefined,
+            leadStatus: lead.status ?? undefined,
+            contactAttempts: lead.contactAttempts ?? undefined,
+            createdAt: lead.createdAt,
+            activities: activities.map((a) => ({
+                activityType: a.activityType ?? '',
+                summary: a.summary ?? '',
+            })),
+        });
+
+        // 4. Persist the new summary back to the lead.
+        try {
+            await this.platform.updateLeadWithToken(
+                leadId,
+                {
+                    aiSummary: enrichment.aiSummary,
+                    aiSuggestedAction: enrichment.aiSuggestedAction,
+                },
+                authHeader,
+            );
+        } catch (err) {
+            this.logger.error(`[LEAD-ENRICH] Failed to persist enrichment for ${leadId}: ${err}`);
+            throw new HttpException(
+                `Failed to persist enrichment: ${(err as Error).message}`,
+                500,
+            );
+        }
+
+        // Caller resolution no longer caches — every resolve() hits the
+        // platform fresh via an indexed phone filter. No invalidation
+        // needed after enrichment.
+
+        this.logger.log(`[LEAD-ENRICH] Lead ${leadId} enriched successfully`);
+
+        return {
+            leadId,
+            aiSummary: enrichment.aiSummary,
+            aiSuggestedAction: enrichment.aiSuggestedAction,
+        };
+    }
+}

src/caller/caller-context.service.ts

@@ -0,0 +1,233 @@
+import { Injectable, Logger } from '@nestjs/common';
+import { PlatformGraphqlService } from '../platform/platform-graphql.service';
+import { SessionService } from '../auth/session.service';
+import { evaluateSuggestionRules, type SuggestionTrigger } from '../rules-engine/suggestion-rules';
+
+export type CallerContext = {
+    leadId: string;
+    patientId: string;
+    name: string;
+    phone: string;
+    isNew: boolean;
+    // Lead profile
+    leadSource: string | null;
+    leadStatus: string | null;
+    interestedService: string | null;
+    aiSummary: string | null;
+    contactAttempts: number;
+    lastContacted: string | null;
+    utmCampaign: string | null;
+    // Appointments
+    appointments: Array<{
+        scheduledAt: string;
+        status: string;
+        doctorName: string;
+        department: string;
+        reasonForVisit: string | null;
+    }>;
+    // Recent call history
+    calls: Array<{
+        startedAt: string;
+        direction: string;
+        duration: number | null;
+        disposition: string | null;
+        agentName: string | null;
+    }>;
+    // Lead activities
+    activities: Array<{
+        activityType: string;
+        summary: string | null;
+        occurredAt: string;
+        outcome: string | null;
+    }>;
+    // Rule-driven suggestion triggers
+    suggestionTriggers: SuggestionTrigger[];
+};
+
+const CACHE_KEY_PREFIX = 'caller:context:';
+const CACHE_TTL = 300; // 5 minutes — covers the call duration
+
+@Injectable()
+export class CallerContextService {
+    private readonly logger = new Logger(CallerContextService.name);
+
+    constructor(
+        private readonly platform: PlatformGraphqlService,
+        private readonly session: SessionService,
+    ) {}
+
+    async getOrBuild(leadId: string, patientId: string, auth: string): Promise<CallerContext | null> {
+        if (!leadId) return null;
+
+        // Check cache first
+        const cacheKey = `${CACHE_KEY_PREFIX}${leadId}`;
+        try {
+            const cached = await this.session.getCache(cacheKey);
+            if (cached) {
+                this.logger.log(`[CALLER-CTX] Cache hit for ${leadId}`);
+                return JSON.parse(cached);
+            }
+        } catch {}
+
+        // Build fresh
+        this.logger.log(`[CALLER-CTX] Building context for lead=${leadId} patient=${patientId}`);
+        const ctx = await this.build(leadId, patientId, auth);
+        if (ctx) {
+            this.session.setCache(cacheKey, JSON.stringify(ctx), CACHE_TTL).catch(() => {});
+        }
+        return ctx;
+    }
+
+    // Fire-and-forget pre-warm — called from caller resolution
+    // so the cache is hot when the AI stream fires seconds later.
+    prewarm(leadId: string, patientId: string, auth: string): void {
+        if (!leadId) return;
+        this.getOrBuild(leadId, patientId, auth).catch(err => {
+            this.logger.warn(`[CALLER-CTX] Prewarm failed: ${err.message}`);
+        });
+    }
+
+    private async build(leadId: string, patientId: string, auth: string): Promise<CallerContext | null> {
+        try {
+            const [leadData, appointmentsData, callsData, activitiesData] = await Promise.all([
+                this.platform.queryWithAuth<any>(
+                    `{ lead(filter: { id: { eq: "${leadId}" } }) {
+                        id contactName { firstName lastName }
+                        contactPhone { primaryPhoneNumber }
+                        source status interestedService
+                        aiSummary contactAttempts lastContacted
+                        utmCampaign patientId
+                    } }`,
+                    undefined, auth,
+                ),
+                patientId ? this.platform.queryWithAuth<any>(
+                    `{ appointments(first: 10, filter: { patientId: { eq: "${patientId}" } }, orderBy: [{ scheduledAt: DescNullsLast }]) { edges { node {
+                        scheduledAt status doctorName department reasonForVisit
+                    } } } }`,
+                    undefined, auth,
+                ) : Promise.resolve(null),
+                this.platform.queryWithAuth<any>(
+                    `{ calls(first: 10, filter: { leadId: { eq: "${leadId}" } }, orderBy: [{ startedAt: DescNullsLast }]) { edges { node {
+                        startedAt direction durationSec disposition agentName
+                    } } } }`,
+                    undefined, auth,
+                ),
+                this.platform.queryWithAuth<any>(
+                    `{ leadActivities(first: 10, filter: { leadId: { eq: "${leadId}" } }, orderBy: [{ occurredAt: DescNullsLast }]) { edges { node {
+                        activityType summary occurredAt outcome
+                    } } } }`,
+                    undefined, auth,
+                ),
+            ]);
+
+            const lead = leadData?.lead;
+            if (!lead) return null;
+
+            const firstName = lead.contactName?.firstName ?? '';
+            const lastName = lead.contactName?.lastName ?? '';
+
+            const appointments = (appointmentsData?.appointments?.edges ?? []).map((e: any) => e.node);
+            const calls = (callsData?.calls?.edges ?? []).map((e: any) => ({
+                startedAt: e.node.startedAt,
+                direction: e.node.direction,
+                duration: e.node.durationSec,
+                disposition: e.node.disposition,
+                agentName: e.node.agentName,
+            }));
+
+            const suggestionTriggers = evaluateSuggestionRules({
+                isNew: false,
+                interestedService: lead.interestedService ?? null,
+                leadStatus: lead.status ?? null,
+                contactAttempts: lead.contactAttempts ?? 0,
+                appointments,
+                calls: calls.map((c: any) => ({ direction: c.direction, disposition: c.disposition, startedAt: c.startedAt })),
+                utmCampaign: lead.utmCampaign ?? null,
+                leadSource: lead.source ?? null,
+            });
+
+            return {
+                leadId,
+                patientId: patientId || lead.patientId || '',
+                name: `${firstName} ${lastName}`.trim() || 'Unknown',
+                phone: lead.contactPhone?.primaryPhoneNumber ?? '',
+                isNew: false,
+                leadSource: lead.source ?? null,
+                leadStatus: lead.status ?? null,
+                interestedService: lead.interestedService ?? null,
+                aiSummary: lead.aiSummary ?? null,
+                contactAttempts: lead.contactAttempts ?? 0,
+                lastContacted: lead.lastContacted ?? null,
+                utmCampaign: lead.utmCampaign ?? null,
+                appointments,
+                calls,
+                activities: (activitiesData?.leadActivities?.edges ?? []).map((e: any) => e.node),
+                suggestionTriggers,
+            };
+        } catch (err: any) {
+            this.logger.warn(`[CALLER-CTX] Build failed: ${err.message}`);
+            return null;
+        }
+    }
+
+    renderSuggestionsForPrompt(triggers: SuggestionTrigger[]): string {
+        if (triggers.length === 0) return '';
+        const lines = [
+            '',
+            'SUGGESTION RULES (from business configuration):',
+            'Based on this caller\'s profile, the following suggestions should be offered.',
+            'Generate a natural, conversational script for each that the agent can read aloud.',
+            'Return them in the `suggestions` array of your JSON response.',
+            '',
+        ];
+        triggers.forEach((t, i) => {
+            lines.push(`${i + 1}. [${t.type}/${t.priority}] ${t.title} — ${t.reason}`);
+        });
+        return lines.join('\n');
+    }
+
+    renderForPrompt(ctx: CallerContext): string {
+        const lines: string[] = [];
+        lines.push(`## CURRENT CALLER: ${ctx.name}`);
+        lines.push(`Phone: ${ctx.phone}`);
+        if (ctx.leadSource) lines.push(`Source: ${ctx.leadSource}`);
+        if (ctx.leadStatus) lines.push(`Status: ${ctx.leadStatus}`);
+        if (ctx.interestedService) lines.push(`Interested in: ${ctx.interestedService}`);
+        if (ctx.utmCampaign) lines.push(`Campaign: ${ctx.utmCampaign}`);
+        if (ctx.contactAttempts > 0) lines.push(`Contact attempts: ${ctx.contactAttempts}`);
+        if (ctx.lastContacted) lines.push(`Last contacted: ${ctx.lastContacted}`);
+
+        if (ctx.aiSummary) {
+            lines.push(`\nAI Summary: ${ctx.aiSummary}`);
+        }
+
+        if (ctx.appointments.length > 0) {
+            lines.push(`\n### Appointments (${ctx.appointments.length})`);
+            for (const a of ctx.appointments) {
+                const date = a.scheduledAt ? new Date(a.scheduledAt).toLocaleDateString('en-IN', { day: 'numeric', month: 'short', year: 'numeric' }) : '?';
+                lines.push(`- ${date} | ${a.doctorName ?? '?'} (${a.department ?? '?'}) | ${a.status}${a.reasonForVisit ? ` | ${a.reasonForVisit}` : ''}`);
+            }
+        } else {
+            lines.push('\nNo appointments on record.');
+        }
+
+        if (ctx.calls.length > 0) {
+            lines.push(`\n### Call History (last ${ctx.calls.length})`);
+            for (const c of ctx.calls) {
+                const date = c.startedAt ? new Date(c.startedAt).toLocaleDateString('en-IN', { day: 'numeric', month: 'short', year: 'numeric' }) : '?';
+                const dur = c.duration ? `${Math.floor(c.duration / 60)}m${c.duration % 60}s` : '?';
+                lines.push(`- ${date} | ${c.direction ?? '?'} | ${dur} | ${c.disposition ?? 'No disposition'}${c.agentName ? ` | Agent: ${c.agentName}` : ''}`);
+            }
+        }
+
+        if (ctx.activities.length > 0) {
+            lines.push(`\n### Recent Activity (last ${ctx.activities.length})`);
+            for (const a of ctx.activities) {
+                const date = a.occurredAt ? new Date(a.occurredAt).toLocaleDateString('en-IN', { day: 'numeric', month: 'short', year: 'numeric' }) : '?';
+                lines.push(`- ${date} | ${a.activityType}${a.summary ? `: ${a.summary}` : ''}${a.outcome ? ` → ${a.outcome}` : ''}`);
+            }
+        }
+
+        return lines.join('\n');
+    }
+}

src/caller/caller-resolution.controller.ts

@@ -0,0 +1,36 @@
+import { Controller, Post, Body, Headers, HttpException, HttpStatus, Logger } from '@nestjs/common';
+import { CallerResolutionService } from './caller-resolution.service';
+import { CallerContextService } from './caller-context.service';
+
+@Controller('api/caller')
+export class CallerResolutionController {
+    private readonly logger = new Logger(CallerResolutionController.name);
+
+    constructor(
+        private readonly resolution: CallerResolutionService,
+        private readonly callerContext: CallerContextService,
+    ) {}
+
+    @Post('resolve')
+    async resolve(
+        @Body('phone') phone: string,
+        @Headers('authorization') auth: string,
+    ) {
+        if (!phone) {
+            throw new HttpException('phone is required', HttpStatus.BAD_REQUEST);
+        }
+        if (!auth) {
+            throw new HttpException('Authorization header required', HttpStatus.UNAUTHORIZED);
+        }
+
+        this.logger.log(`[RESOLVE] Resolving caller: ${phone}`);
+        const result = await this.resolution.resolve(phone, auth);
+
+        // Pre-warm caller context cache so the AI chat has it ready
+        if (result.leadId) {
+            this.callerContext.prewarm(result.leadId, result.patientId, auth);
+        }
+
+        return result;
+    }
+}

src/caller/caller-resolution.module.ts

@@ -0,0 +1,14 @@
+import { Module, forwardRef } from '@nestjs/common';
+import { PlatformModule } from '../platform/platform.module';
+import { AuthModule } from '../auth/auth.module';
+import { CallerResolutionController } from './caller-resolution.controller';
+import { CallerResolutionService } from './caller-resolution.service';
+import { CallerContextService } from './caller-context.service';
+
+@Module({
+    imports: [PlatformModule, forwardRef(() => AuthModule)],
+    controllers: [CallerResolutionController],
+    providers: [CallerResolutionService, CallerContextService],
+    exports: [CallerResolutionService, CallerContextService],
+})
+export class CallerResolutionModule {}

src/caller/caller-resolution.service.ts

@@ -0,0 +1,217 @@
+import { Injectable, Logger } from '@nestjs/common';
+import { PlatformGraphqlService } from '../platform/platform-graphql.service';
+
+export type ResolvedCaller = {
+    leadId: string;
+    patientId: string;
+    firstName: string;
+    lastName: string;
+    phone: string;
+    isNew: boolean; // true if no Lead/Patient exists for this phone
+};
+
+@Injectable()
+export class CallerResolutionService {
+    private readonly logger = new Logger(CallerResolutionService.name);
+
+    constructor(
+        private readonly platform: PlatformGraphqlService,
+    ) {}
+
+    // Resolve a caller by phone number via indexed platform queries. No
+    // cache — every call hits the DB fresh. Cache was previously used to
+    // compensate for client-side `leads(first: 200)` scans, but we now
+    // filter by phone directly which is O(log n) with the DB index.
+    // Cost: ~2 fast queries per resolve; eventual-consistency window = 0.
+    async resolve(phone: string, auth: string): Promise<ResolvedCaller> {
+        const normalized = phone.replace(/\D/g, '').slice(-10);
+        if (normalized.length < 10) {
+            throw new Error(`Invalid phone number: ${phone}`);
+        }
+
+        // Lookup lead + patient by phone, in parallel.
+        const [lead, patient] = await Promise.all([
+            this.findLeadByPhone(normalized, auth),
+            this.findPatientByPhone(normalized, auth),
+        ]);
+
+        let result: ResolvedCaller;
+
+        if (lead && patient) {
+            // Both exist — link them if not already linked
+            if (!lead.patientId) {
+                await this.linkLeadToPatient(lead.id, patient.id, auth);
+                this.logger.log(`[RESOLVE] Linked existing lead ${lead.id} → patient ${patient.id}`);
+            }
+            // PRD: "Returning patient (Y/N) will be taken care of by the system"
+            // Patient is recognized on a subsequent contact → mark as RETURNING
+            if (patient.patientType === 'NEW') {
+                this.upgradeToReturning(patient.id, auth);
+            }
+            result = {
+                leadId: lead.id,
+                patientId: patient.id,
+                firstName: lead.firstName || patient.firstName,
+                lastName: lead.lastName || patient.lastName,
+                phone: normalized,
+                isNew: false,
+            };
+        } else if (lead && !patient) {
+            // Lead exists, no patient — create patient
+            const newPatient = await this.createPatient(lead.firstName, lead.lastName, normalized, auth);
+            await this.linkLeadToPatient(lead.id, newPatient.id, auth);
+            this.logger.log(`[RESOLVE] Created patient ${newPatient.id} for existing lead ${lead.id}`);
+            result = {
+                leadId: lead.id,
+                patientId: newPatient.id,
+                firstName: lead.firstName,
+                lastName: lead.lastName,
+                phone: normalized,
+                isNew: false,
+            };
+        } else if (!lead && patient) {
+            // Patient exists, no lead — create lead
+            const newLead = await this.createLead(patient.firstName, patient.lastName, normalized, patient.id, auth);
+            this.logger.log(`[RESOLVE] Created lead ${newLead.id} for existing patient ${patient.id}`);
+            if (patient.patientType === 'NEW') {
+                this.upgradeToReturning(patient.id, auth);
+            }
+            result = {
+                leadId: newLead.id,
+                patientId: patient.id,
+                firstName: patient.firstName,
+                lastName: patient.lastName,
+                phone: normalized,
+                isNew: false,
+            };
+        } else {
+            // Neither exists — return empty IDs with isNew=true. Caller
+            // code is responsible for creating records with the real name
+            // they've collected (enquiry form, appointment form, widget,
+            // AI tools). This avoids the "Unknown" placeholder cascade:
+            // no Lead/Patient is ever written unless we have a real name
+            // to attach to it. Missed-call / poller paths that have no
+            // name persist the Call record with leadName=phone as the
+            // honest snapshot.
+            this.logger.log(`[RESOLVE] No existing records for ${normalized} — returning isNew=true`);
+            result = {
+                leadId: '',
+                patientId: '',
+                firstName: '',
+                lastName: '',
+                phone: normalized,
+                isNew: true,
+            };
+        }
+
+        return result;
+    }
+
+    // Indexed lookup — platform filters by phone server-side. Matches on
+    // the last 10 digits regardless of stored format (+919XXXX / 91XXXX /
+    // XXXX / +91-XXXX), via the `like: "%XXXXXXXXXX"` predicate.
+    private async findLeadByPhone(phone10: string, auth: string): Promise<{ id: string; firstName: string; lastName: string; patientId: string | null } | null> {
+        try {
+            const data = await this.platform.queryWithAuth<{ leads: { edges: { node: any }[] } }>(
+                `{ leads(first: 1, filter: { contactPhone: { primaryPhoneNumber: { like: "%${phone10}" } } }) { edges { node {
+                    id
+                    contactName { firstName lastName }
+                    patientId
+                } } } }`,
+                undefined,
+                auth,
+            );
+            const match = data.leads.edges[0]?.node;
+            if (!match) return null;
+            return {
+                id: match.id,
+                firstName: match.contactName?.firstName ?? '',
+                lastName: match.contactName?.lastName ?? '',
+                patientId: match.patientId || null,
+            };
+        } catch (err: any) {
+            this.logger.warn(`[RESOLVE] Lead lookup failed: ${err.message}`);
+            return null;
+        }
+    }
+
+    private async findPatientByPhone(phone10: string, auth: string): Promise<{ id: string; firstName: string; lastName: string; patientType: string | null } | null> {
+        try {
+            const data = await this.platform.queryWithAuth<{ patients: { edges: { node: any }[] } }>(
+                `{ patients(first: 1, filter: { phones: { primaryPhoneNumber: { like: "%${phone10}" } } }) { edges { node {
+                    id
+                    fullName { firstName lastName }
+                    patientType
+                } } } }`,
+                undefined,
+                auth,
+            );
+            const match = data.patients.edges[0]?.node;
+            if (!match) return null;
+            return {
+                id: match.id,
+                firstName: match.fullName?.firstName ?? '',
+                lastName: match.fullName?.lastName ?? '',
+                patientType: match.patientType ?? null,
+            };
+        } catch (err: any) {
+            this.logger.warn(`[RESOLVE] Patient lookup failed: ${err.message}`);
+            return null;
+        }
+    }
+
+    private async createPatient(firstName: string, lastName: string, phone: string, auth: string): Promise<{ id: string }> {
+        const data = await this.platform.queryWithAuth<{ createPatient: { id: string } }>(
+            `mutation($data: PatientCreateInput!) { createPatient(data: $data) { id } }`,
+            {
+                data: {
+                    name: `${firstName || 'Unknown'} ${lastName || ''}`.trim(),
+                    fullName: { firstName: firstName || 'Unknown', lastName: lastName || '' },
+                    phones: { primaryPhoneNumber: `+91${phone}` },
+                    patientType: 'NEW',
+                },
+            },
+            auth,
+        );
+        return data.createPatient;
+    }
+
+    private async createLead(firstName: string, lastName: string, phone: string, patientId: string, auth: string): Promise<{ id: string }> {
+        const data = await this.platform.queryWithAuth<{ createLead: { id: string } }>(
+            `mutation($data: LeadCreateInput!) { createLead(data: $data) { id } }`,
+            {
+                data: {
+                    name: `${firstName} ${lastName}`.trim() || 'Unknown Caller',
+                    contactName: { firstName: firstName || 'Unknown', lastName: lastName || '' },
+                    contactPhone: { primaryPhoneNumber: `+91${phone}` },
+                    source: 'PHONE',
+                    status: 'NEW',
+                    patientId,
+                },
+            },
+            auth,
+        );
+        return data.createLead;
+    }
+
+    private upgradeToReturning(patientId: string, auth: string): void {
+        // Fire-and-forget — don't block caller resolution
+        this.platform.queryWithAuth<any>(
+            `mutation($id: UUID!, $data: PatientUpdateInput!) { updatePatient(id: $id, data: $data) { id } }`,
+            { id: patientId, data: { patientType: 'RETURNING' } },
+            auth,
+        ).then(() => {
+            this.logger.log(`[RESOLVE] Upgraded patient ${patientId} to RETURNING`);
+        }).catch(err => {
+            this.logger.warn(`[RESOLVE] Failed to upgrade patient type: ${err.message}`);
+        });
+    }
+
+    private async linkLeadToPatient(leadId: string, patientId: string, auth: string): Promise<void> {
+        await this.platform.queryWithAuth<any>(
+            `mutation($id: UUID!, $data: LeadUpdateInput!) { updateLead(id: $id, data: $data) { id } }`,
+            { id: leadId, data: { patientId } },
+            auth,
+        );
+    }
+}

src/caller/caller-resolution.spec.ts

@@ -0,0 +1,213 @@
+/**
+ * Caller Resolution Service — unit tests
+ *
+ * QA coverage: TC-IB-05 (lead creation from enquiry),
+ * TC-IB-06 (new patient registration), TC-IB-07/08 (AI context)
+ *
+ * Tests the phone→lead+patient resolution logic:
+ *   - Existing patient + existing lead → returns both, links if needed
+ *   - Existing lead, no patient → creates patient, links
+ *   - Existing patient, no lead → creates lead, links
+ *   - New caller (neither exists) → creates both
+ *   - Phone normalization (strips +91, non-digits)
+ *   - Cache hit/miss behavior
+ */
+import { Test } from '@nestjs/testing';
+import { CallerResolutionService, ResolvedCaller } from './caller-resolution.service';
+import { PlatformGraphqlService } from '../platform/platform-graphql.service';
+import { SessionService } from '../auth/session.service';
+
+describe('CallerResolutionService', () => {
+    let service: CallerResolutionService;
+    let platform: jest.Mocked<PlatformGraphqlService>;
+    let cache: jest.Mocked<SessionService>;
+
+    const AUTH = 'Bearer test-token';
+
+    const existingLead = {
+        id: 'lead-001',
+        contactName: { firstName: 'Priya', lastName: 'Sharma' },
+        contactPhone: { primaryPhoneNumber: '+919949879837' },
+        patientId: 'patient-001',
+    };
+
+    const existingPatient = {
+        id: 'patient-001',
+        fullName: { firstName: 'Priya', lastName: 'Sharma' },
+        phones: { primaryPhoneNumber: '+919949879837' },
+    };
+
+    beforeEach(async () => {
+        const module = await Test.createTestingModule({
+            providers: [
+                CallerResolutionService,
+                {
+                    provide: PlatformGraphqlService,
+                    useValue: {
+                        queryWithAuth: jest.fn(),
+                    },
+                },
+                {
+                    provide: SessionService,
+                    useValue: {
+                        getCache: jest.fn().mockResolvedValue(null), // no cache by default
+                        setCache: jest.fn().mockResolvedValue(undefined),
+                    },
+                },
+            ],
+        }).compile();
+
+        service = module.get(CallerResolutionService);
+        platform = module.get(PlatformGraphqlService);
+        cache = module.get(SessionService);
+    });
+
+    // ── TC-IB-05: Existing lead + existing patient ───────────────
+
+    it('TC-IB-05: should return existing lead+patient when both found by phone', async () => {
+        platform.queryWithAuth
+            // leads query
+            .mockResolvedValueOnce({ leads: { edges: [{ node: existingLead }] } })
+            // patients query
+            .mockResolvedValueOnce({ patients: { edges: [{ node: existingPatient }] } });
+
+        const result = await service.resolve('9949879837', AUTH);
+
+        expect(result.leadId).toBe('lead-001');
+        expect(result.patientId).toBe('patient-001');
+        expect(result.isNew).toBe(false);
+        expect(result.firstName).toBe('Priya');
+    });
+
+    // ── TC-IB-06: New caller → creates both lead + patient ──────
+
+    it('TC-IB-06: should create both lead+patient for unknown caller', async () => {
+        platform.queryWithAuth
+            // leads query → empty
+            .mockResolvedValueOnce({ leads: { edges: [] } })
+            // patients query → empty
+            .mockResolvedValueOnce({ patients: { edges: [] } })
+            // createPatient
+            .mockResolvedValueOnce({ createPatient: { id: 'new-patient-001' } })
+            // createLead
+            .mockResolvedValueOnce({ createLead: { id: 'new-lead-001' } });
+
+        const result = await service.resolve('6309248884', AUTH);
+
+        expect(result.leadId).toBe('new-lead-001');
+        expect(result.patientId).toBe('new-patient-001');
+        expect(result.isNew).toBe(true);
+    });
+
+    // ── Lead exists, no patient → creates patient ────────────────
+
+    it('should create patient when lead exists without patient match', async () => {
+        const leadNoPatient = { ...existingLead, patientId: null };
+
+        platform.queryWithAuth
+            .mockResolvedValueOnce({ leads: { edges: [{ node: leadNoPatient }] } })
+            .mockResolvedValueOnce({ patients: { edges: [] } })
+            // createPatient
+            .mockResolvedValueOnce({ createPatient: { id: 'new-patient-002' } })
+            // linkLeadToPatient (updateLead)
+            .mockResolvedValueOnce({ updateLead: { id: 'lead-001' } });
+
+        const result = await service.resolve('9949879837', AUTH);
+
+        expect(result.patientId).toBe('new-patient-002');
+        expect(result.leadId).toBe('lead-001');
+        expect(result.isNew).toBe(false);
+    });
+
+    // ── Patient exists, no lead → creates lead ───────────────────
+
+    it('should create lead when patient exists without lead match', async () => {
+        platform.queryWithAuth
+            .mockResolvedValueOnce({ leads: { edges: [] } })
+            .mockResolvedValueOnce({ patients: { edges: [{ node: existingPatient }] } })
+            // createLead
+            .mockResolvedValueOnce({ createLead: { id: 'new-lead-002' } });
+
+        const result = await service.resolve('9949879837', AUTH);
+
+        expect(result.leadId).toBe('new-lead-002');
+        expect(result.patientId).toBe('patient-001');
+        expect(result.isNew).toBe(false);
+    });
+
+    // ── Phone normalization ──────────────────────────────────────
+
+    it('should normalize phone: strip +91 prefix and non-digits', async () => {
+        platform.queryWithAuth
+            .mockResolvedValueOnce({ leads: { edges: [] } })
+            .mockResolvedValueOnce({ patients: { edges: [] } })
+            .mockResolvedValueOnce({ createPatient: { id: 'p' } })
+            .mockResolvedValueOnce({ createLead: { id: 'l' } });
+
+        const result = await service.resolve('+91-994-987-9837', AUTH);
+
+        expect(result.phone).toBe('9949879837');
+    });
+
+    it('should reject invalid short phone numbers', async () => {
+        await expect(service.resolve('12345', AUTH)).rejects.toThrow('Invalid phone');
+    });
+
+    // ── Cache hit ────────────────────────────────────────────────
+
+    it('should return cached result without hitting platform', async () => {
+        const cached: ResolvedCaller = {
+            leadId: 'cached-lead',
+            patientId: 'cached-patient',
+            firstName: 'Cache',
+            lastName: 'Hit',
+            phone: '9949879837',
+            isNew: false,
+        };
+        cache.getCache.mockResolvedValueOnce(JSON.stringify(cached));
+
+        const result = await service.resolve('9949879837', AUTH);
+
+        expect(result).toEqual(cached);
+        expect(platform.queryWithAuth).not.toHaveBeenCalled();
+    });
+
+    // ── Cache write ──────────────────────────────────────────────
+
+    it('should cache result after successful resolve', async () => {
+        platform.queryWithAuth
+            .mockResolvedValueOnce({ leads: { edges: [{ node: existingLead }] } })
+            .mockResolvedValueOnce({ patients: { edges: [{ node: existingPatient }] } });
+
+        await service.resolve('9949879837', AUTH);
+
+        expect(cache.setCache).toHaveBeenCalledWith(
+            'caller:9949879837',
+            expect.any(String),
+            3600,
+        );
+    });
+
+    // ── Links unlinked lead to patient ───────────────────────────
+
+    it('should link lead to patient when both exist but are unlinked', async () => {
+        const unlinkedLead = { ...existingLead, patientId: null };
+
+        platform.queryWithAuth
+            .mockResolvedValueOnce({ leads: { edges: [{ node: unlinkedLead }] } })
+            .mockResolvedValueOnce({ patients: { edges: [{ node: existingPatient }] } })
+            // updateLead to link
+            .mockResolvedValueOnce({ updateLead: { id: 'lead-001' } });
+
+        const result = await service.resolve('9949879837', AUTH);
+
+        expect(result.leadId).toBe('lead-001');
+        expect(result.patientId).toBe('patient-001');
+
+        // Verify the link mutation was called
+        const linkCall = platform.queryWithAuth.mock.calls.find(
+            c => typeof c[0] === 'string' && c[0].includes('updateLead'),
+        );
+        expect(linkCall).toBeDefined();
+    });
+});

src/config/ai-config.controller.ts

@@ -0,0 +1,49 @@
+import { Body, Controller, Get, Logger, Param, Post, Put } from '@nestjs/common';
+import { AiConfigService } from './ai-config.service';
+import type { AiActorKey, AiConfig } from './ai.defaults';
+
+// Mounted under /api/config alongside theme/widget/telephony/setup-state.
+//
+//   GET  /api/config/ai                   — full config (no secrets here, all safe to return)
+//   PUT  /api/config/ai                   — admin update (provider/model/temperature)
+//   POST /api/config/ai/reset             — reset entire config to defaults
+//   PUT  /api/config/ai/prompts/:actor    — update one persona's system prompt template
+//   POST /api/config/ai/prompts/:actor/reset — restore one persona to its default
+@Controller('api/config')
+export class AiConfigController {
+    private readonly logger = new Logger(AiConfigController.name);
+
+    constructor(private readonly ai: AiConfigService) {}
+
+    @Get('ai')
+    getAi() {
+        return this.ai.getConfig();
+    }
+
+    @Put('ai')
+    updateAi(@Body() body: Partial<AiConfig>) {
+        this.logger.log('AI config update request');
+        return this.ai.updateConfig(body);
+    }
+
+    @Post('ai/reset')
+    resetAi() {
+        this.logger.log('AI config reset request');
+        return this.ai.resetConfig();
+    }
+
+    @Put('ai/prompts/:actor')
+    updatePrompt(
+        @Param('actor') actor: AiActorKey,
+        @Body() body: { template: string; editedBy?: string },
+    ) {
+        this.logger.log(`AI prompt update for actor '${actor}'`);
+        return this.ai.updatePrompt(actor, body.template, body.editedBy ?? null);
+    }
+
+    @Post('ai/prompts/:actor/reset')
+    resetPrompt(@Param('actor') actor: AiActorKey) {
+        this.logger.log(`AI prompt reset for actor '${actor}'`);
+        return this.ai.resetPrompt(actor);
+    }
+}

src/config/ai-config.service.ts

@@ -0,0 +1,218 @@
+import { Injectable, Logger, OnModuleInit } from '@nestjs/common';
+import { copyFileSync, existsSync, mkdirSync, readFileSync, writeFileSync } from 'fs';
+import { dirname, join } from 'path';
+import {
+    AI_ACTOR_KEYS,
+    AI_ENV_SEEDS,
+    DEFAULT_AI_CONFIG,
+    DEFAULT_AI_PROMPTS,
+    type AiActorKey,
+    type AiConfig,
+    type AiPromptConfig,
+    type AiProvider,
+} from './ai.defaults';
+
+const CONFIG_PATH = join(process.cwd(), 'data', 'ai.json');
+const BACKUP_DIR = join(process.cwd(), 'data', 'ai-backups');
+
+// File-backed AI config — provider, model, temperature, and per-actor
+// system prompt templates. API keys stay in env. Mirrors
+// TelephonyConfigService.
+@Injectable()
+export class AiConfigService implements OnModuleInit {
+    private readonly logger = new Logger(AiConfigService.name);
+    private cached: AiConfig | null = null;
+
+    onModuleInit() {
+        this.ensureReady();
+    }
+
+    getConfig(): AiConfig {
+        if (this.cached) return this.cached;
+        return this.load();
+    }
+
+    updateConfig(updates: Partial<AiConfig>): AiConfig {
+        const current = this.getConfig();
+        const merged: AiConfig = {
+            ...current,
+            ...updates,
+            // Clamp temperature to a sane range so an admin typo can't break
+            // the model — most providers reject < 0 or > 2.
+            temperature:
+                updates.temperature !== undefined
+                    ? Math.max(0, Math.min(2, updates.temperature))
+                    : current.temperature,
+            version: (current.version ?? 0) + 1,
+            updatedAt: new Date().toISOString(),
+        };
+        this.backup();
+        this.writeFile(merged);
+        this.cached = merged;
+        this.logger.log(`AI config updated to v${merged.version}`);
+        return merged;
+    }
+
+    resetConfig(): AiConfig {
+        this.backup();
+        const fresh = JSON.parse(JSON.stringify(DEFAULT_AI_CONFIG)) as AiConfig;
+        this.writeFile(fresh);
+        this.cached = fresh;
+        this.logger.log('AI config reset to defaults');
+        return fresh;
+    }
+
+    // Update a single actor's prompt template, preserving the audit
+    // trail. Used by the wizard's edit slideout. Validates the actor
+    // key so a typo from a hand-crafted PUT can't write garbage.
+    updatePrompt(actor: AiActorKey, template: string, editedBy: string | null): AiConfig {
+        if (!AI_ACTOR_KEYS.includes(actor)) {
+            throw new Error(`Unknown AI actor: ${actor}`);
+        }
+        const current = this.getConfig();
+        const existing = current.prompts[actor] ?? DEFAULT_AI_PROMPTS[actor];
+        const updatedPrompt: AiPromptConfig = {
+            ...existing,
+            template,
+            lastEditedAt: new Date().toISOString(),
+            lastEditedBy: editedBy,
+        };
+        const merged: AiConfig = {
+            ...current,
+            prompts: { ...current.prompts, [actor]: updatedPrompt },
+            version: (current.version ?? 0) + 1,
+            updatedAt: new Date().toISOString(),
+        };
+        this.backup();
+        this.writeFile(merged);
+        this.cached = merged;
+        this.logger.log(`AI prompt for actor '${actor}' updated to v${merged.version}`);
+        return merged;
+    }
+
+    // Restore a single actor's prompt back to the SDK-shipped default.
+    // Clears the audit fields so it looks "fresh" in the UI.
+    resetPrompt(actor: AiActorKey): AiConfig {
+        if (!AI_ACTOR_KEYS.includes(actor)) {
+            throw new Error(`Unknown AI actor: ${actor}`);
+        }
+        const current = this.getConfig();
+        const fresh: AiPromptConfig = {
+            ...DEFAULT_AI_PROMPTS[actor],
+            lastEditedAt: null,
+            lastEditedBy: null,
+        };
+        const merged: AiConfig = {
+            ...current,
+            prompts: { ...current.prompts, [actor]: fresh },
+            version: (current.version ?? 0) + 1,
+            updatedAt: new Date().toISOString(),
+        };
+        this.backup();
+        this.writeFile(merged);
+        this.cached = merged;
+        this.logger.log(`AI prompt for actor '${actor}' reset to default`);
+        return merged;
+    }
+
+    // Render a prompt with `{{variable}}` substitution. Variables not
+    // present in `vars` are left as-is so a missing fill is loud
+    // (the AI sees `{{leadName}}` literally) rather than silently
+    // dropping the placeholder. Falls back to DEFAULT_AI_PROMPTS if
+    // the actor key is missing from the loaded config (handles old
+    // ai.json files that predate this refactor).
+    renderPrompt(actor: AiActorKey, vars: Record<string, string | number | null | undefined>): string {
+        const cfg = this.getConfig();
+        const prompt = cfg.prompts?.[actor] ?? DEFAULT_AI_PROMPTS[actor];
+        const template = prompt.template;
+        return template.replace(/\{\{(\w+)\}\}/g, (match, key) => {
+            const value = vars[key];
+            if (value === undefined || value === null) return match;
+            return String(value);
+        });
+    }
+
+    private ensureReady(): AiConfig {
+        if (existsSync(CONFIG_PATH)) {
+            return this.load();
+        }
+        const seeded: AiConfig = JSON.parse(JSON.stringify(DEFAULT_AI_CONFIG)) as AiConfig;
+        let appliedCount = 0;
+        for (const seed of AI_ENV_SEEDS) {
+            const value = process.env[seed.env];
+            if (value === undefined || value === '') continue;
+            (seeded as any)[seed.field] = value;
+            appliedCount += 1;
+        }
+        seeded.version = 1;
+        seeded.updatedAt = new Date().toISOString();
+        this.writeFile(seeded);
+        this.cached = seeded;
+        this.logger.log(
+            `AI config seeded from env (${appliedCount} env var${appliedCount === 1 ? '' : 's'} applied)`,
+        );
+        return seeded;
+    }
+
+    private load(): AiConfig {
+        try {
+            const raw = readFileSync(CONFIG_PATH, 'utf8');
+            const parsed = JSON.parse(raw);
+            // Merge incoming prompts against defaults so old ai.json
+            // files (written before the prompts refactor) get topped
+            // up with the new actor entries instead of crashing on
+            // first read. Per-actor merging keeps any admin edits
+            // intact while filling in missing actors.
+            const mergedPrompts: Record<AiActorKey, AiPromptConfig> = { ...DEFAULT_AI_PROMPTS };
+            if (parsed.prompts && typeof parsed.prompts === 'object') {
+                for (const key of AI_ACTOR_KEYS) {
+                    const incoming = parsed.prompts[key];
+                    if (incoming && typeof incoming === 'object') {
+                        mergedPrompts[key] = {
+                            ...DEFAULT_AI_PROMPTS[key],
+                            ...incoming,
+                            // Always pull `defaultTemplate` from the
+                            // shipped defaults — never trust the
+                            // file's copy, since the SDK baseline can
+                            // change between releases and we want
+                            // "reset to default" to always reset to
+                            // the latest baseline.
+                            defaultTemplate: DEFAULT_AI_PROMPTS[key].defaultTemplate,
+                        };
+                    }
+                }
+            }
+            const merged: AiConfig = {
+                ...DEFAULT_AI_CONFIG,
+                ...parsed,
+                provider: (parsed.provider ?? DEFAULT_AI_CONFIG.provider) as AiProvider,
+                prompts: mergedPrompts,
+            };
+            this.cached = merged;
+            this.logger.log('AI config loaded from file');
+            return merged;
+        } catch (err) {
+            this.logger.warn(`Failed to load AI config, using defaults: ${err}`);
+            const fresh = JSON.parse(JSON.stringify(DEFAULT_AI_CONFIG)) as AiConfig;
+            this.cached = fresh;
+            return fresh;
+        }
+    }
+
+    private writeFile(cfg: AiConfig) {
+        const dir = dirname(CONFIG_PATH);
+        if (!existsSync(dir)) mkdirSync(dir, { recursive: true });
+        writeFileSync(CONFIG_PATH, JSON.stringify(cfg, null, 2), 'utf8');
+    }
+
+    private backup() {
+        try {
+            if (!existsSync(CONFIG_PATH)) return;
+            if (!existsSync(BACKUP_DIR)) mkdirSync(BACKUP_DIR, { recursive: true });
+            const ts = new Date().toISOString().replace(/[:.]/g, '-');
+            copyFileSync(CONFIG_PATH, join(BACKUP_DIR, `ai-${ts}.json`));
+        } catch (err) {
+            this.logger.warn(`AI config backup failed: ${err}`);
+        }
+    }
+}

src/config/ai.defaults.ts

@@ -0,0 +1,306 @@
+// Admin-editable AI assistant config. Holds the user-facing knobs (provider,
+// model, temperature) AND a per-actor system prompt template map. API keys
+// themselves stay in env vars because they are true secrets and rotation is
+// an ops event.
+//
+// Each "actor" is a distinct AI persona used by the sidecar — widget chat,
+// CC agent helper, supervisor, lead enrichment, etc. Pulling these out of
+// hardcoded service files lets the hospital admin tune tone, boundaries,
+// and instructions per persona without a sidecar redeploy. The 7 actors
+// listed below cover every customer-facing AI surface in Helix Engage as
+// of 2026-04-08; internal/dev-only prompts (rules engine config helper,
+// recording speaker-channel identification) stay hardcoded since they are
+// not customer-tunable.
+//
+// Templating: each actor's prompt is a string with `{{variable}}` placeholders
+// that the calling service fills in via AiConfigService.renderPrompt(actor,
+// vars). The variable shape per actor is documented in the `variables` field
+// so the wizard UI can show admins what they can reference.
+
+export type AiProvider = 'openai' | 'anthropic';
+
+// Stable keys for each configurable persona. Adding a new actor:
+//   1. add a key here
+//   2. add a default entry in DEFAULT_AI_PROMPTS below
+//   3. add the corresponding renderPrompt call in the consuming service
+export const AI_ACTOR_KEYS = [
+    'widgetChat',
+    'ccAgentHelper',
+    'supervisorChat',
+    'leadEnrichment',
+    'callInsight',
+    'callAssist',
+    'recordingAnalysis',
+] as const;
+export type AiActorKey = (typeof AI_ACTOR_KEYS)[number];
+
+export type AiPromptConfig = {
+    // Human-readable name shown in the wizard UI.
+    label: string;
+    // One-line description of when this persona is invoked.
+    description: string;
+    // Variables the template can reference, with a one-line hint each.
+    // Surfaced in the edit slideout so admins know what `{{var}}` they
+    // can use without reading code.
+    variables: Array<{ key: string; description: string }>;
+    // The current template (may be admin-edited).
+    template: string;
+    // The original baseline so we can offer a "reset to default" button.
+    defaultTemplate: string;
+    // Audit fields — when this prompt was last edited and by whom.
+    // null on the default-supplied entries.
+    lastEditedAt: string | null;
+    lastEditedBy: string | null;
+};
+
+export type AiConfig = {
+    provider: AiProvider;
+    model: string;
+    // 0..2, controls randomness. Default 0.7 matches the existing hardcoded
+    // values used in WidgetChatService and AI tools.
+    temperature: number;
+    // Per-actor system prompt templates. Keyed by AiActorKey so callers can
+    // do `config.prompts.widgetChat.template` and missing keys are caught
+    // at compile time.
+    prompts: Record<AiActorKey, AiPromptConfig>;
+    version?: number;
+    updatedAt?: string;
+};
+
+// ---------------------------------------------------------------------------
+// Default templates — extracted verbatim from the hardcoded versions in:
+//   - widget-chat.service.ts          → widgetChat
+//   - ai-chat.controller.ts           → ccAgentHelper, supervisorChat
+//   - ai-enrichment.service.ts        → leadEnrichment
+//   - ai-insight.consumer.ts          → callInsight
+//   - call-assist.service.ts          → callAssist
+//   - recordings.service.ts           → recordingAnalysis
+// ---------------------------------------------------------------------------
+
+const WIDGET_CHAT_DEFAULT = `You are a helpful, concise assistant for {{hospitalName}}.
+You are chatting with a website visitor named {{userName}}.
+
+{{branchContext}}
+
+TOOL USAGE RULES (STRICT):
+- When the user asks about departments, call list_departments and DO NOT also list departments in prose.
+- When they ask about clinic timings, visiting hours, or "when is X open", call show_clinic_timings.
+- When they ask about doctors in a department, call show_doctors and DO NOT also list doctors in prose.
+- When they ask about a specific doctor's availability or want to book with them, call show_doctor_slots.
+- When the conversation is trending toward booking, call suggest_booking.
+- After calling a tool, DO NOT restate its contents in prose. At most write a single short sentence
+  (under 15 words) framing the widget, or no text at all. The widget already shows the data.
+- If you are about to write a bulleted or numbered list of departments, doctors, hours, or slots,
+  STOP and call the appropriate tool instead.
+- NEVER use markdown formatting (no **bold**, no *italic*, no bullet syntax). Plain text only in
+  non-tool replies.
+- NEVER invent or mention specific dates in prose or tool inputs. The server owns "today".
+  If the visitor asks about a future date, tell them to use the Book tab's date picker.
+
+OTHER RULES:
+- Answer other questions (directions, general info) concisely in prose.
+- If you do not know something, say so and suggest they call the hospital.
+- Never quote prices. No medical advice. For clinical questions, defer to a doctor.
+
+{{knowledgeBase}}`;
+
+const CC_AGENT_HELPER_DEFAULT = `You are an AI assistant for call center agents at {{hospitalName}}.
+You help agents answer questions about patients, doctors, appointments, clinics, and hospital services during live calls.
+
+IMPORTANT — ANSWER FROM KNOWLEDGE BASE FIRST:
+The knowledge base below contains REAL clinic locations, timings, doctor details, health packages, and insurance partners.
+When asked about clinic timings, locations, doctor availability, packages, or insurance — ALWAYS check the knowledge base FIRST before saying you don't know.
+
+RULES:
+1. For patient-specific questions (history, appointments, calls), use the lookup tools. NEVER guess patient data. NEVER say a patient doesn't exist without calling a tool first.
+2. When CURRENT CONTEXT lists a Lead ID, the lookup tools already know which caller to pull. Call them with NO arguments — do not re-type the Lead ID or Patient ID as a tool argument:
+   - lookup_call_history()      → calls for this caller
+   - lookup_lead_activities()   → activity log for this caller
+   - lookup_appointments()      → appointments for this caller
+   Pass IDs explicitly only when the agent is asking about a different, specific patient — and even then, prefer name/phone via lookup_patient.
+3. For "summarize this patient's history" or similar, chain multiple lookups (call history + lead activities + appointments) and stitch the answer from what came back. If all three return empty, say so honestly — otherwise report what you found.
+4. For doctor details beyond what's in the KB, use the lookup_doctor tool.
+5. For clinic info, timings, packages, insurance → answer directly from the knowledge base below. If the knowledge base is empty for that section (e.g. no packages configured), say the feature isn't set up yet instead of "I couldn't find that".
+6. Be concise — agents are on live calls. Under 100 words unless asked for detail.
+7. NEVER give medical advice, diagnosis, or treatment recommendations.
+8. Format with bullet points for easy scanning.
+
+RESPONSE FORMAT (STRICT):
+You MUST respond with valid JSON in this exact format — no markdown fences, no extra text, just raw JSON:
+{"message": "your response text here", "suggestions": [{"id": "s1", "type": "upsell", "title": "short title", "script": "2-3 sentence script the agent reads aloud", "priority": "high"}]}
+
+Response format rules:
+- "message" MUST be plain text sentences only. NEVER use markdown headers (###), bold (**), bullet lists (-), or field labels (Phone:, Status:). Write natural conversational sentences like you are briefing a colleague. Do NOT repeat suggestions in the message — they belong only in the suggestions array.
+- "suggestions" contains 0-4 contextual suggestions based on the SUGGESTION RULES section below (if present).
+- Each suggestion needs a personalized "script" using the caller's name, doctor, department from the context.
+- type must be one of: upsell, crosssell, retention, operational
+- priority must be one of: high, medium, low
+- On the first response (patient summary), always include suggestions from the rules.
+- On subsequent responses, update suggestions based on conversation — remove acted-on ones, add new if relevant.
+- If no suggestion rules are provided, return an empty suggestions array.
+- Do NOT repeat raw data fields in the message. The summary card already shows name, phone, appointments. Keep the message to insight and context the card doesn't show.
+
+KNOWLEDGE BASE (this is real data from our system):
+{{knowledgeBase}}`;
+
+const SUPERVISOR_CHAT_DEFAULT = `You are an AI assistant for supervisors at {{hospitalName}}'s call center (Helix Engage).
+You help supervisors monitor team performance, identify issues, and make data-driven decisions.
+
+## YOUR CAPABILITIES
+You have access to tools that query real-time data:
+- **Agent performance**: call counts, conversion rates, NPS scores, idle time, pending follow-ups
+- **Campaign stats**: lead counts, conversion rates per campaign, platform breakdown
+- **Call summary**: total calls, inbound/outbound split, missed call rate, disposition breakdown
+- **SLA breaches**: missed calls that haven't been called back within the SLA threshold
+
+## RULES
+1. ALWAYS use tools to fetch data before answering. NEVER guess or fabricate performance numbers.
+2. Be specific — include actual numbers from the tool response, not vague qualifiers.
+3. When comparing agents, use their configured thresholds (minConversionPercent, minNpsThreshold, maxIdleMinutes) and team averages. Let the data determine who is underperforming — do not assume.
+4. Be concise — supervisors want quick answers. Use bullet points.
+5. When recommending actions, ground them in the data returned by tools.
+6. If asked about trends, use the call summary tool with different periods.
+7. Do not use any agent name in a negative context unless the data explicitly supports it.`;
+
+const LEAD_ENRICHMENT_DEFAULT = `You are an AI assistant for a hospital call center.
+An inbound call is coming in from a lead. Summarize their history and suggest what the call center agent should do.
+
+Lead details:
+- Name: {{leadName}}
+- Source: {{leadSource}}
+- Interested in: {{interestedService}}
+- Current status: {{leadStatus}}
+- Lead age: {{daysSince}} days
+- Contact attempts: {{contactAttempts}}
+
+Recent activity:
+{{activities}}`;
+
+const CALL_INSIGHT_DEFAULT = `You are a CRM assistant for {{hospitalName}}.
+Generate a brief, actionable insight about this lead based on their interaction history.
+Be specific — reference actual dates, dispositions, and patterns.
+If the lead has booked appointments, mention upcoming ones.
+If they keep calling about the same thing, note the pattern.`;
+
+const CALL_ASSIST_DEFAULT = `You are a real-time call assistant for {{hospitalName}}.
+You listen to the customer's words and provide brief, actionable suggestions for the CC agent.
+
+{{context}}
+
+RULES:
+- Keep suggestions under 2 sentences
+- Focus on actionable next steps the agent should take NOW
+- If customer mentions a doctor or department, suggest available slots
+- If customer wants to cancel or reschedule, note relevant appointment details
+- If customer sounds upset, suggest empathetic response
+- Do NOT repeat what the agent already knows`;
+
+const RECORDING_ANALYSIS_DEFAULT = `You are a call quality analyst for {{hospitalName}}.
+Analyze the following call recording transcript and provide structured insights.
+Be specific, brief, and actionable. Focus on healthcare context.
+{{summaryBlock}}
+{{topicsBlock}}`;
+
+// Helper that builds an AiPromptConfig with the same template for both
+// `template` and `defaultTemplate` — what every actor starts with on a
+// fresh boot.
+const promptDefault = (
+    label: string,
+    description: string,
+    variables: Array<{ key: string; description: string }>,
+    template: string,
+): AiPromptConfig => ({
+    label,
+    description,
+    variables,
+    template,
+    defaultTemplate: template,
+    lastEditedAt: null,
+    lastEditedBy: null,
+});
+
+export const DEFAULT_AI_PROMPTS: Record<AiActorKey, AiPromptConfig> = {
+    widgetChat: promptDefault(
+        'Website widget chat',
+        'Patient-facing bot embedded on the hospital website. Handles general questions, finds doctors, suggests appointments.',
+        [
+            { key: 'hospitalName', description: 'Branded hospital display name from theme.json' },
+            { key: 'userName', description: 'Visitor first name (or "there" if unknown)' },
+            { key: 'branchContext', description: 'Pre-rendered branch-selection instructions block' },
+            { key: 'knowledgeBase', description: 'Pre-rendered list of departments + doctors + clinics' },
+        ],
+        WIDGET_CHAT_DEFAULT,
+    ),
+    ccAgentHelper: promptDefault(
+        'CC agent helper',
+        'In-call assistant the CC agent uses to look up patient history, doctor details, and clinic info while on a call.',
+        [
+            { key: 'hospitalName', description: 'Branded hospital display name' },
+            { key: 'knowledgeBase', description: 'Pre-rendered hospital knowledge base (clinics, doctors, packages)' },
+        ],
+        CC_AGENT_HELPER_DEFAULT,
+    ),
+    supervisorChat: promptDefault(
+        'Supervisor assistant',
+        'AI tools the supervisor uses to query agent performance, campaign stats, and SLA breaches.',
+        [
+            { key: 'hospitalName', description: 'Branded hospital display name' },
+        ],
+        SUPERVISOR_CHAT_DEFAULT,
+    ),
+    leadEnrichment: promptDefault(
+        'Lead enrichment',
+        'Generates an AI summary + suggested action for a new inbound lead before the agent picks up.',
+        [
+            { key: 'leadName', description: 'Lead first + last name' },
+            { key: 'leadSource', description: 'Source channel (WHATSAPP, GOOGLE_ADS, etc.)' },
+            { key: 'interestedService', description: 'What the lead enquired about' },
+            { key: 'leadStatus', description: 'Current lead status' },
+            { key: 'daysSince', description: 'Days since the lead was created' },
+            { key: 'contactAttempts', description: 'Prior contact attempts count' },
+            { key: 'activities', description: 'Pre-rendered recent activity summary' },
+        ],
+        LEAD_ENRICHMENT_DEFAULT,
+    ),
+    callInsight: promptDefault(
+        'Post-call insight',
+        'After each call, generates a 2-3 sentence summary + a single suggested next action for the lead record.',
+        [
+            { key: 'hospitalName', description: 'Branded hospital display name' },
+        ],
+        CALL_INSIGHT_DEFAULT,
+    ),
+    callAssist: promptDefault(
+        'Live call whisper',
+        'Real-time suggestions whispered to the CC agent during a call, based on the running transcript.',
+        [
+            { key: 'hospitalName', description: 'Branded hospital display name' },
+            { key: 'context', description: 'Pre-rendered call context (current lead, recent activities, available doctors)' },
+        ],
+        CALL_ASSIST_DEFAULT,
+    ),
+    recordingAnalysis: promptDefault(
+        'Call recording analysis',
+        'Analyses post-call recording transcripts to extract key topics, action items, coaching notes, and compliance flags.',
+        [
+            { key: 'hospitalName', description: 'Branded hospital display name' },
+            { key: 'summaryBlock', description: 'Optional pre-rendered "Call summary: ..." line (empty when none)' },
+            { key: 'topicsBlock', description: 'Optional pre-rendered "Detected topics: ..." line (empty when none)' },
+        ],
+        RECORDING_ANALYSIS_DEFAULT,
+    ),
+};
+
+export const DEFAULT_AI_CONFIG: AiConfig = {
+    provider: 'openai',
+    model: 'gpt-4o-mini',
+    temperature: 0.7,
+    prompts: DEFAULT_AI_PROMPTS,
+};
+
+// Field-by-field mapping from the legacy env vars used by ai-provider.ts
+// (AI_PROVIDER + AI_MODEL). API keys are NOT seeded — they remain in env.
+export const AI_ENV_SEEDS: Array<{ env: string; field: keyof Pick<AiConfig, 'provider' | 'model'> }> = [
+    { env: 'AI_PROVIDER', field: 'provider' },
+    { env: 'AI_MODEL', field: 'model' },
+];

src/config/config-theme.module.ts

@@ -0,0 +1,54 @@
+import { Global, Module } from '@nestjs/common';
+import { AuthModule } from '../auth/auth.module';
+import { PlatformModule } from '../platform/platform.module';
+import { ThemeController } from './theme.controller';
+import { ThemeService } from './theme.service';
+import { WidgetKeysService } from './widget-keys.service';
+import { WidgetConfigService } from './widget-config.service';
+import { WidgetConfigController } from './widget-config.controller';
+import { SetupStateService } from './setup-state.service';
+import { SetupStateController } from './setup-state.controller';
+import { TelephonyConfigService } from './telephony-config.service';
+import { TelephonyConfigController } from './telephony-config.controller';
+import { AiConfigService } from './ai-config.service';
+import { AiConfigController } from './ai-config.controller';
+
+// Central config module — owns everything in data/*.json that's editable
+// from the admin portal. Today: theme, widget, setup-state, telephony, ai.
+//
+// Marked @Global() so the 3 new sidecar config services (setup-state, telephony,
+// ai) are injectable from any module without explicit import wiring. Without this,
+// AuthModule + OzonetelAgentModule + MaintModule would all need to import
+// ConfigThemeModule, which would create a circular dependency with AuthModule
+// (ConfigThemeModule already imports AuthModule for SessionService).
+//
+// AuthModule is imported because WidgetKeysService depends on SessionService
+// (Redis-backed cache for widget site key storage).
+@Global()
+@Module({
+    imports: [AuthModule, PlatformModule],
+    controllers: [
+        ThemeController,
+        WidgetConfigController,
+        SetupStateController,
+        TelephonyConfigController,
+        AiConfigController,
+    ],
+    providers: [
+        ThemeService,
+        WidgetKeysService,
+        WidgetConfigService,
+        SetupStateService,
+        TelephonyConfigService,
+        AiConfigService,
+    ],
+    exports: [
+        ThemeService,
+        WidgetKeysService,
+        WidgetConfigService,
+        SetupStateService,
+        TelephonyConfigService,
+        AiConfigService,
+    ],
+})
+export class ConfigThemeModule {}

src/config/configuration.ts

@@ -12,6 +12,26 @@ export default () => ({
         subdomain: process.env.EXOTEL_SUBDOMAIN ?? 'api.exotel.com',
         webhookSecret: process.env.EXOTEL_WEBHOOK_SECRET ?? '',
     },
+    redis: {
+        url: process.env.REDIS_URL ?? 'redis://localhost:6379',
+    },
+    sip: {
+        domain: process.env.SIP_DOMAIN ?? 'blr-pub-rtc4.ozonetel.com',
+        wsPort: process.env.SIP_WS_PORT ?? '444',
+    },
+    missedQueue: {
+        pollIntervalMs: parseInt(process.env.MISSED_QUEUE_POLL_INTERVAL_MS ?? '30000', 10),
+    },
+    worklist: {
+        // Per-page fetch size from the platform GraphQL endpoint. Tuned to
+        // balance response size vs. page count. Platform's Relay pagination
+        // typically caps at 100–200 per page.
+        pageSize: parseInt(process.env.WORKLIST_PAGE_SIZE ?? '50', 10),
+        // Hard ceiling on pages fetched per poll. Safety valve against
+        // unbounded cost when a tenant has thousands of pending callbacks.
+        // maxPages * pageSize = effective worklist size.
+        maxPages: parseInt(process.env.WORKLIST_MAX_PAGES ?? '10', 10),
+    },
     ai: {
         provider: process.env.AI_PROVIDER ?? 'openai',
         anthropicApiKey: process.env.ANTHROPIC_API_KEY ?? '',

src/config/setup-state.controller.ts

@@ -0,0 +1,72 @@
+import { Body, Controller, Get, Logger, Param, Post, Put } from '@nestjs/common';
+import { SetupStateService } from './setup-state.service';
+import type { SetupStepName } from './setup-state.defaults';
+
+// Public endpoint family for the onboarding wizard. Mounted under /api/config
+// alongside theme/widget. No auth guard yet — matches existing convention with
+// ThemeController. To be tightened when the staff portal admin auth is in place.
+//
+//   GET  /api/config/setup-state                     full state + isWizardRequired
+//   PUT  /api/config/setup-state/steps/:step         { completed: bool, completedBy?: string }
+//   POST /api/config/setup-state/dismiss             dismiss the wizard for this workspace
+//   POST /api/config/setup-state/reset               reset all steps to incomplete (admin)
+@Controller('api/config')
+export class SetupStateController {
+    private readonly logger = new Logger(SetupStateController.name);
+
+    constructor(private readonly setupState: SetupStateService) {}
+
+    @Get('setup-state')
+    async getState() {
+        // Use the checked variant so the platform workspace probe runs
+        // before we serialize. Catches workspace changes (DB resets,
+        // re-onboards) on the very first frontend GET.
+        const state = await this.setupState.getStateChecked();
+        return {
+            ...state,
+            wizardRequired: this.setupState.isWizardRequired(),
+        };
+    }
+
+    @Put('setup-state/steps/:step')
+    updateStep(
+        @Param('step') step: SetupStepName,
+        @Body() body: { completed: boolean; completedBy?: string },
+    ) {
+        const updated = body.completed
+            ? this.setupState.markStepCompleted(step, body.completedBy ?? null)
+            : this.setupState.markStepIncomplete(step);
+        // Mirror GET shape — include `wizardRequired` so the frontend
+        // doesn't see a state object missing the field and re-render
+        // into an inconsistent shape.
+        return { ...updated, wizardRequired: this.setupState.isWizardRequired() };
+    }
+
+    @Post('setup-state/dismiss')
+    dismiss() {
+        const updated = this.setupState.dismissWizard();
+        return { ...updated, wizardRequired: this.setupState.isWizardRequired() };
+    }
+
+    @Post('setup-state/reset')
+    reset() {
+        const updated = this.setupState.resetState();
+        return { ...updated, wizardRequired: this.setupState.isWizardRequired() };
+    }
+
+    // UI-level flags the frontend reads at app boot to tailor which admin
+    // surfaces are available. Driven by sidecar env vars so each workspace
+    // can be configured independently without touching the frontend build.
+    //
+    // setupManaged=true means "the product team handles setup for this
+    // workspace" — hide the Settings nav, routes, and the resume-setup
+    // banner. The wizard + setup-state APIs stay functional for ops use
+    // (a support engineer can still PUT /steps/:step or hit the routes
+    // directly); only the end-user admin UI is hidden.
+    @Get('ui-flags')
+    uiFlags() {
+        return {
+            setupManaged: process.env.HELIX_SETUP_MANAGED === 'true',
+        };
+    }
+}

src/config/setup-state.defaults.ts

@@ -0,0 +1,60 @@
+// Tracks completion of the 6 onboarding setup steps the hospital admin walks
+// through after first login. Drives the wizard auto-show on /setup and the
+// completion badges on the Settings hub.
+
+export type SetupStepName =
+    | 'identity'
+    | 'clinics'
+    | 'doctors'
+    | 'team'
+    | 'telephony'
+    | 'ai';
+
+export type SetupStepStatus = {
+    completed: boolean;
+    completedAt: string | null;
+    completedBy: string | null;
+};
+
+export type SetupState = {
+    version?: number;
+    updatedAt?: string;
+    // When true the wizard never auto-shows even if some steps are incomplete.
+    // Settings hub still shows the per-section badges.
+    wizardDismissed: boolean;
+    steps: Record<SetupStepName, SetupStepStatus>;
+    // The platform workspace this state belongs to. The sidecar's API key
+    // is scoped to exactly one workspace, so on every load we compare the
+    // file's workspaceId against the live currentWorkspace.id and reset
+    // the file if they differ. Stops setup-state from leaking across DB
+    // resets and re-onboards.
+    workspaceId?: string | null;
+};
+
+const emptyStep = (): SetupStepStatus => ({
+    completed: false,
+    completedAt: null,
+    completedBy: null,
+});
+
+export const SETUP_STEP_NAMES: readonly SetupStepName[] = [
+    'identity',
+    'clinics',
+    'doctors',
+    'team',
+    'telephony',
+    'ai',
+] as const;
+
+export const DEFAULT_SETUP_STATE: SetupState = {
+    wizardDismissed: false,
+    workspaceId: null,
+    steps: {
+        identity: emptyStep(),
+        clinics: emptyStep(),
+        doctors: emptyStep(),
+        team: emptyStep(),
+        telephony: emptyStep(),
+        ai: emptyStep(),
+    },
+};

src/config/setup-state.service.ts

@@ -0,0 +1,220 @@
+import { Injectable, Logger, OnModuleInit } from '@nestjs/common';
+import { existsSync, mkdirSync, readFileSync, writeFileSync } from 'fs';
+import { dirname, join } from 'path';
+import { PlatformGraphqlService } from '../platform/platform-graphql.service';
+import {
+    DEFAULT_SETUP_STATE,
+    SETUP_STEP_NAMES,
+    type SetupState,
+    type SetupStepName,
+} from './setup-state.defaults';
+
+const SETUP_STATE_PATH = join(process.cwd(), 'data', 'setup-state.json');
+
+// File-backed store for the onboarding wizard's progress. Mirrors the
+// pattern of ThemeService and WidgetConfigService — load on init, cache in
+// memory, write on every change. No backups (the data is small and easily
+// recreated by the wizard if it ever gets corrupted).
+//
+// Workspace scoping: the sidecar's API key is scoped to exactly one
+// workspace, so on first access we compare the file's stored workspaceId
+// against the live currentWorkspace.id from the platform. If they differ
+// (DB reset, re-onboard, sidecar pointed at a new workspace), the file is
+// reset before any reads return. This guarantees a fresh wizard for a
+// fresh workspace without manual file deletion.
+@Injectable()
+export class SetupStateService implements OnModuleInit {
+    private readonly logger = new Logger(SetupStateService.name);
+    private cached: SetupState | null = null;
+    // Memoize the platform's currentWorkspace.id lookup so we don't hit
+    // the platform on every getState() call. Set once per process boot
+    // (or after a successful reset).
+    private liveWorkspaceId: string | null = null;
+    private workspaceCheckPromise: Promise<void> | null = null;
+
+    constructor(private platform: PlatformGraphqlService) {}
+
+    onModuleInit() {
+        this.load();
+        // Fire-and-forget the workspace probe so the file gets aligned
+        // before the frontend's first GET. Errors are logged but
+        // non-fatal — if the platform is down at boot, the legacy
+        // unscoped behaviour kicks in until the first reachable probe.
+        this.ensureWorkspaceMatch().catch((err) =>
+            this.logger.warn(`Initial workspace probe failed: ${err}`),
+        );
+    }
+
+    getState(): SetupState {
+        if (this.cached) return this.cached;
+        return this.load();
+    }
+
+    // Awaits a workspace check before returning state. The controller
+    // calls this so the GET response always reflects the current
+    // workspace, not yesterday's.
+    async getStateChecked(): Promise<SetupState> {
+        await this.ensureWorkspaceMatch();
+        return this.getState();
+    }
+
+    private async ensureWorkspaceMatch(): Promise<void> {
+        // Single-flight: if a check is already running, await it.
+        if (this.workspaceCheckPromise) return this.workspaceCheckPromise;
+        if (this.liveWorkspaceId) {
+            // Already validated this process. Trust the cache.
+            return;
+        }
+        this.workspaceCheckPromise = (async () => {
+            try {
+                const data = await this.platform.query<{
+                    currentWorkspace: { id: string };
+                }>(`{ currentWorkspace { id } }`);
+                const liveId = data?.currentWorkspace?.id ?? null;
+                if (!liveId) {
+                    this.logger.warn(
+                        'currentWorkspace.id was empty — cannot scope setup-state',
+                    );
+                    return;
+                }
+                this.liveWorkspaceId = liveId;
+                const current = this.getState();
+                if (current.workspaceId && current.workspaceId !== liveId) {
+                    this.logger.log(
+                        `Workspace changed (${current.workspaceId} → ${liveId}) — resetting setup-state`,
+                    );
+                    this.resetState();
+                }
+                if (!current.workspaceId) {
+                    // First boot after the workspaceId field was added
+                    // (or first boot ever). Stamp the file so future
+                    // boots can detect drift.
+                    const stamped: SetupState = {
+                        ...this.getState(),
+                        workspaceId: liveId,
+                    };
+                    this.writeFile(stamped);
+                    this.cached = stamped;
+                }
+            } finally {
+                this.workspaceCheckPromise = null;
+            }
+        })();
+        return this.workspaceCheckPromise;
+    }
+
+    // Returns true if any required step is incomplete and the wizard hasn't
+    // been explicitly dismissed. Used by the frontend post-login redirect.
+    isWizardRequired(): boolean {
+        const s = this.getState();
+        if (s.wizardDismissed) return false;
+        return SETUP_STEP_NAMES.some(name => !s.steps[name].completed);
+    }
+
+    markStepCompleted(step: SetupStepName, completedBy: string | null = null): SetupState {
+        const current = this.getState();
+        if (!current.steps[step]) {
+            throw new Error(`Unknown setup step: ${step}`);
+        }
+        const updated: SetupState = {
+            ...current,
+            steps: {
+                ...current.steps,
+                [step]: {
+                    completed: true,
+                    completedAt: new Date().toISOString(),
+                    completedBy,
+                },
+            },
+            version: (current.version ?? 0) + 1,
+            updatedAt: new Date().toISOString(),
+        };
+        this.writeFile(updated);
+        this.cached = updated;
+        this.logger.log(`Setup step '${step}' marked completed`);
+        return updated;
+    }
+
+    markStepIncomplete(step: SetupStepName): SetupState {
+        const current = this.getState();
+        if (!current.steps[step]) {
+            throw new Error(`Unknown setup step: ${step}`);
+        }
+        const updated: SetupState = {
+            ...current,
+            steps: {
+                ...current.steps,
+                [step]: { completed: false, completedAt: null, completedBy: null },
+            },
+            version: (current.version ?? 0) + 1,
+            updatedAt: new Date().toISOString(),
+        };
+        this.writeFile(updated);
+        this.cached = updated;
+        this.logger.log(`Setup step '${step}' marked incomplete`);
+        return updated;
+    }
+
+    dismissWizard(): SetupState {
+        const current = this.getState();
+        const updated: SetupState = {
+            ...current,
+            wizardDismissed: true,
+            version: (current.version ?? 0) + 1,
+            updatedAt: new Date().toISOString(),
+        };
+        this.writeFile(updated);
+        this.cached = updated;
+        this.logger.log('Setup wizard dismissed');
+        return updated;
+    }
+
+    resetState(): SetupState {
+        // Preserve the live workspaceId on reset so the file remains
+        // scoped — otherwise the next workspace check would think the
+        // file is unscoped and re-stamp it, which is fine but creates
+        // an extra write.
+        const fresh: SetupState = {
+            ...DEFAULT_SETUP_STATE,
+            workspaceId: this.liveWorkspaceId ?? null,
+        };
+        this.writeFile(fresh);
+        this.cached = fresh;
+        this.logger.log('Setup state reset to defaults');
+        return this.cached;
+    }
+
+    private load(): SetupState {
+        try {
+            if (existsSync(SETUP_STATE_PATH)) {
+                const raw = readFileSync(SETUP_STATE_PATH, 'utf8');
+                const parsed = JSON.parse(raw);
+                // Defensive merge: if a new step name is added later, the old
+                // file won't have it. Fill missing steps with the empty default.
+                const merged: SetupState = {
+                    ...DEFAULT_SETUP_STATE,
+                    ...parsed,
+                    steps: {
+                        ...DEFAULT_SETUP_STATE.steps,
+                        ...(parsed.steps ?? {}),
+                    },
+                };
+                this.cached = merged;
+                this.logger.log('Setup state loaded from file');
+                return merged;
+            }
+        } catch (err) {
+            this.logger.warn(`Failed to load setup state: ${err}`);
+        }
+        const fresh: SetupState = JSON.parse(JSON.stringify(DEFAULT_SETUP_STATE));
+        this.cached = fresh;
+        this.logger.log('Using default setup state (no file yet)');
+        return fresh;
+    }
+
+    private writeFile(state: SetupState) {
+        const dir = dirname(SETUP_STATE_PATH);
+        if (!existsSync(dir)) mkdirSync(dir, { recursive: true });
+        writeFileSync(SETUP_STATE_PATH, JSON.stringify(state, null, 2), 'utf8');
+    }
+}

src/config/telephony-config.controller.ts

@@ -0,0 +1,32 @@
+import { Body, Controller, Get, Logger, Post, Put } from '@nestjs/common';
+import { TelephonyConfigService } from './telephony-config.service';
+import type { TelephonyConfig } from './telephony.defaults';
+
+// Mounted under /api/config alongside theme/widget/setup-state.
+//
+//   GET  /api/config/telephony       — masked (secrets returned as '***masked***')
+//   PUT  /api/config/telephony       — admin update; '***masked***' is treated as "no change"
+//   POST /api/config/telephony/reset — reset to defaults (admin)
+@Controller('api/config')
+export class TelephonyConfigController {
+    private readonly logger = new Logger(TelephonyConfigController.name);
+
+    constructor(private readonly telephony: TelephonyConfigService) {}
+
+    @Get('telephony')
+    getTelephony() {
+        return this.telephony.getMaskedConfig();
+    }
+
+    @Put('telephony')
+    updateTelephony(@Body() body: Partial<TelephonyConfig>) {
+        this.logger.log('Telephony config update request');
+        return this.telephony.updateConfig(body);
+    }
+
+    @Post('telephony/reset')
+    resetTelephony() {
+        this.logger.log('Telephony config reset request');
+        return this.telephony.resetConfig();
+    }
+}

src/config/telephony-config.service.ts

@@ -0,0 +1,164 @@
+import { Injectable, Logger, OnModuleInit } from '@nestjs/common';
+import { copyFileSync, existsSync, mkdirSync, readFileSync, writeFileSync } from 'fs';
+import { dirname, join } from 'path';
+import {
+    DEFAULT_TELEPHONY_CONFIG,
+    TELEPHONY_ENV_SEEDS,
+    type TelephonyConfig,
+} from './telephony.defaults';
+
+const CONFIG_PATH = join(process.cwd(), 'data', 'telephony.json');
+const BACKUP_DIR = join(process.cwd(), 'data', 'telephony-backups');
+
+// File-backed telephony config. Replaces eight env vars (OZONETEL_*, SIP_*,
+// EXOTEL_*). On first boot we copy whatever those env vars hold into the
+// config file so existing deployments don't break — after that, the env vars
+// are no longer read by anything.
+//
+// Mirrors WidgetConfigService and ThemeService — load on init, in-memory
+// cache, file backups on every change.
+@Injectable()
+export class TelephonyConfigService implements OnModuleInit {
+    private readonly logger = new Logger(TelephonyConfigService.name);
+    private cached: TelephonyConfig | null = null;
+
+    onModuleInit() {
+        this.ensureReady();
+    }
+
+    getConfig(): TelephonyConfig {
+        if (this.cached) return this.cached;
+        return this.load();
+    }
+
+    // Public-facing subset for the GET endpoint — masks the Exotel API token
+    // so it can't be exfiltrated by an unauthenticated reader. The admin UI
+    // gets the full config via getConfig() through the controller's PUT path
+    // (the new value is supplied client-side, the old value is never displayed).
+    getMaskedConfig() {
+        const c = this.getConfig();
+        return {
+            ...c,
+            exotel: {
+                ...c.exotel,
+                apiToken: c.exotel.apiToken ? '***masked***' : '',
+            },
+            ozonetel: {
+                ...c.ozonetel,
+                agentPassword: c.ozonetel.agentPassword ? '***masked***' : '',
+                adminPassword: c.ozonetel.adminPassword ? '***masked***' : '',
+            },
+        };
+    }
+
+    updateConfig(updates: Partial<TelephonyConfig>): TelephonyConfig {
+        const current = this.getConfig();
+        // Deep-ish merge — each top-level group merges its own keys.
+        const merged: TelephonyConfig = {
+            ozonetel: { ...current.ozonetel, ...(updates.ozonetel ?? {}) },
+            sip: { ...current.sip, ...(updates.sip ?? {}) },
+            exotel: { ...current.exotel, ...(updates.exotel ?? {}) },
+            version: (current.version ?? 0) + 1,
+            updatedAt: new Date().toISOString(),
+        };
+        // Strip the masked sentinel — admin UI sends back '***masked***' for
+        // unchanged secret fields. We treat that as "keep the existing value".
+        if (merged.exotel.apiToken === '***masked***') {
+            merged.exotel.apiToken = current.exotel.apiToken;
+        }
+        if (merged.ozonetel.agentPassword === '***masked***') {
+            merged.ozonetel.agentPassword = current.ozonetel.agentPassword;
+        }
+        if (merged.ozonetel.adminPassword === '***masked***') {
+            merged.ozonetel.adminPassword = current.ozonetel.adminPassword;
+        }
+        this.backup();
+        this.writeFile(merged);
+        this.cached = merged;
+        this.logger.log(`Telephony config updated to v${merged.version}`);
+        return merged;
+    }
+
+    resetConfig(): TelephonyConfig {
+        this.backup();
+        const fresh = JSON.parse(JSON.stringify(DEFAULT_TELEPHONY_CONFIG)) as TelephonyConfig;
+        this.writeFile(fresh);
+        this.cached = fresh;
+        this.logger.log('Telephony config reset to defaults');
+        return fresh;
+    }
+
+    // First-boot bootstrap: if no telephony.json exists yet, seed it from the
+    // legacy env vars. After this runs once the env vars are dead code.
+    private ensureReady(): TelephonyConfig {
+        if (existsSync(CONFIG_PATH)) {
+            return this.load();
+        }
+        const seeded: TelephonyConfig = JSON.parse(
+            JSON.stringify(DEFAULT_TELEPHONY_CONFIG),
+        ) as TelephonyConfig;
+        let appliedCount = 0;
+        for (const seed of TELEPHONY_ENV_SEEDS) {
+            const value = process.env[seed.env];
+            if (value === undefined || value === '') continue;
+            this.setNested(seeded, seed.path, value);
+            appliedCount += 1;
+        }
+        seeded.version = 1;
+        seeded.updatedAt = new Date().toISOString();
+        this.writeFile(seeded);
+        this.cached = seeded;
+        this.logger.log(
+            `Telephony config seeded from env (${appliedCount} env var${appliedCount === 1 ? '' : 's'} applied)`,
+        );
+        return seeded;
+    }
+
+    private load(): TelephonyConfig {
+        try {
+            const raw = readFileSync(CONFIG_PATH, 'utf8');
+            const parsed = JSON.parse(raw);
+            const merged: TelephonyConfig = {
+                ozonetel: { ...DEFAULT_TELEPHONY_CONFIG.ozonetel, ...(parsed.ozonetel ?? {}) },
+                sip: { ...DEFAULT_TELEPHONY_CONFIG.sip, ...(parsed.sip ?? {}) },
+                exotel: { ...DEFAULT_TELEPHONY_CONFIG.exotel, ...(parsed.exotel ?? {}) },
+                version: parsed.version,
+                updatedAt: parsed.updatedAt,
+            };
+            this.cached = merged;
+            this.logger.log('Telephony config loaded from file');
+            return merged;
+        } catch (err) {
+            this.logger.warn(`Failed to load telephony config, using defaults: ${err}`);
+            const fresh = JSON.parse(JSON.stringify(DEFAULT_TELEPHONY_CONFIG)) as TelephonyConfig;
+            this.cached = fresh;
+            return fresh;
+        }
+    }
+
+    private setNested(obj: any, path: string[], value: string) {
+        let cursor = obj;
+        for (let i = 0; i < path.length - 1; i++) {
+            if (!cursor[path[i]]) cursor[path[i]] = {};
+            cursor = cursor[path[i]];
+        }
+        cursor[path[path.length - 1]] = value;
+    }
+
+    private writeFile(cfg: TelephonyConfig) {
+        const dir = dirname(CONFIG_PATH);
+        if (!existsSync(dir)) mkdirSync(dir, { recursive: true });
+        writeFileSync(CONFIG_PATH, JSON.stringify(cfg, null, 2), 'utf8');
+    }
+
+    private backup() {
+        try {
+            if (!existsSync(CONFIG_PATH)) return;
+            if (!existsSync(BACKUP_DIR)) mkdirSync(BACKUP_DIR, { recursive: true });
+            const ts = new Date().toISOString().replace(/[:.]/g, '-');
+            copyFileSync(CONFIG_PATH, join(BACKUP_DIR, `telephony-${ts}.json`));
+        } catch (err) {
+            this.logger.warn(`Telephony backup failed: ${err}`);
+        }
+    }
+}

src/config/telephony.defaults.ts

@@ -0,0 +1,86 @@
+// Admin-editable telephony config. Holds Ozonetel cloud-call-center settings,
+// the Ozonetel SIP gateway info, and the Exotel REST API credentials.
+//
+// All of these used to live in env vars (OZONETEL_*, SIP_*, EXOTEL_*).
+// On first boot, TelephonyConfigService seeds this file from those env vars
+// so existing deployments keep working without manual migration. After that,
+// admins edit via the staff portal "Telephony" settings page and the env vars
+// are no longer read.
+//
+// SECRETS — note: EXOTEL_WEBHOOK_SECRET stays in env (true secret used for
+// inbound webhook HMAC verification). EXOTEL_API_TOKEN is stored here because
+// the admin must be able to rotate it from the UI. The GET endpoint masks it.
+
+export type TelephonyConfig = {
+    ozonetel: {
+        // Default test agent — used by maintenance and provisioning flows.
+        agentId: string;
+        agentPassword: string;
+        // Default DID (the hospital's published number).
+        did: string;
+        // Default SIP extension that maps to a softphone session.
+        sipId: string;
+        // Default outbound campaign name on Ozonetel CloudAgent.
+        campaignName: string;
+        // Ozonetel portal admin credentials — used by supervisor barge/whisper/listen.
+        // These are the login credentials for the Ozonetel admin dashboard
+        // (api.cloudagent.ozonetel.com/auth/login), NOT an agent ID.
+        adminUsername: string;
+        adminPassword: string;
+    };
+    // Ozonetel WebRTC gateway used by the staff portal softphone.
+    sip: {
+        domain: string;
+        wsPort: string;
+    };
+    // Exotel REST API credentials for inbound number management + SMS.
+    exotel: {
+        apiKey: string;
+        apiToken: string;
+        accountSid: string;
+        subdomain: string;
+    };
+    version?: number;
+    updatedAt?: string;
+};
+
+export const DEFAULT_TELEPHONY_CONFIG: TelephonyConfig = {
+    ozonetel: {
+        agentId: '',
+        agentPassword: '',
+        did: '',
+        sipId: '',
+        campaignName: '',
+        adminUsername: '',
+        adminPassword: '',
+    },
+    sip: {
+        domain: 'blr-pub-rtc4.ozonetel.com',
+        wsPort: '444',
+    },
+    exotel: {
+        apiKey: '',
+        apiToken: '',
+        accountSid: '',
+        subdomain: 'api.exotel.com',
+    },
+};
+
+// Field-by-field mapping from legacy env var names to config paths. Used by
+// the first-boot seeder. Keep in sync with the migration target sites.
+export const TELEPHONY_ENV_SEEDS: Array<{ env: string; path: string[] }> = [
+    // OZONETEL_AGENT_ID removed — agentId is per-user on the Agent entity,
+    // not a sidecar-level config. All endpoints require agentId from caller.
+    { env: 'OZONETEL_AGENT_PASSWORD', path: ['ozonetel', 'agentPassword'] },
+    { env: 'OZONETEL_ADMIN_USERNAME', path: ['ozonetel', 'adminUsername'] },
+    { env: 'OZONETEL_ADMIN_PASSWORD', path: ['ozonetel', 'adminPassword'] },
+    { env: 'OZONETEL_DID',            path: ['ozonetel', 'did'] },
+    { env: 'OZONETEL_SIP_ID',         path: ['ozonetel', 'sipId'] },
+    { env: 'OZONETEL_CAMPAIGN_NAME',  path: ['ozonetel', 'campaignName'] },
+    { env: 'SIP_DOMAIN',              path: ['sip', 'domain'] },
+    { env: 'SIP_WS_PORT',             path: ['sip', 'wsPort'] },
+    { env: 'EXOTEL_API_KEY',          path: ['exotel', 'apiKey'] },
+    { env: 'EXOTEL_API_TOKEN',        path: ['exotel', 'apiToken'] },
+    { env: 'EXOTEL_ACCOUNT_SID',      path: ['exotel', 'accountSid'] },
+    { env: 'EXOTEL_SUBDOMAIN',        path: ['exotel', 'subdomain'] },
+];

src/config/theme.controller.ts

@@ -0,0 +1,27 @@
+import { Controller, Get, Put, Post, Body, Logger } from '@nestjs/common';
+import { ThemeService } from './theme.service';
+import type { ThemeConfig } from './theme.defaults';
+
+@Controller('api/config')
+export class ThemeController {
+    private readonly logger = new Logger(ThemeController.name);
+
+    constructor(private readonly theme: ThemeService) {}
+
+    @Get('theme')
+    getTheme() {
+        return this.theme.getTheme();
+    }
+
+    @Put('theme')
+    updateTheme(@Body() body: Partial<ThemeConfig>) {
+        this.logger.log('Theme update request');
+        return this.theme.updateTheme(body);
+    }
+
+    @Post('theme/reset')
+    resetTheme() {
+        this.logger.log('Theme reset request');
+        return this.theme.resetTheme();
+    }
+}

src/config/theme.defaults.ts

@@ -0,0 +1,79 @@
+export type ThemeConfig = {
+    version?: number;
+    updatedAt?: string;
+    brand: {
+        name: string;
+        hospitalName: string;
+        logo: string;
+        favicon: string;
+    };
+    colors: {
+        brand: Record<string, string>;
+    };
+    typography: {
+        body: string;
+        display: string;
+    };
+    login: {
+        title: string;
+        subtitle: string;
+        showGoogleSignIn: boolean;
+        showForgotPassword: boolean;
+        poweredBy: { label: string; url: string };
+    };
+    sidebar: {
+        title: string;
+        subtitle: string;
+    };
+    ai: {
+        quickActions: Array<{ label: string; prompt: string }>;
+    };
+};
+
+export const DEFAULT_THEME: ThemeConfig = {
+    brand: {
+        name: 'Helix Engage',
+        hospitalName: 'Global Hospital',
+        logo: '/helix-logo.png',
+        favicon: '/favicon.ico',
+    },
+    colors: {
+        brand: {
+            '25': 'rgb(239 246 255)',
+            '50': 'rgb(219 234 254)',
+            '100': 'rgb(191 219 254)',
+            '200': 'rgb(147 197 253)',
+            '300': 'rgb(96 165 250)',
+            '400': 'rgb(59 130 246)',
+            '500': 'rgb(37 99 235)',
+            '600': 'rgb(29 78 216)',
+            '700': 'rgb(30 64 175)',
+            '800': 'rgb(30 58 138)',
+            '900': 'rgb(23 37 84)',
+            '950': 'rgb(15 23 42)',
+        },
+    },
+    typography: {
+        body: "'Satoshi', var(--font-inter, 'Inter'), -apple-system, 'Segoe UI', Roboto, Arial, sans-serif",
+        display: "'General Sans', var(--font-inter, 'Inter'), -apple-system, 'Segoe UI', Roboto, Arial, sans-serif",
+    },
+    login: {
+        title: 'Sign in to Helix Engage',
+        subtitle: 'Global Hospital',
+        showGoogleSignIn: true,
+        showForgotPassword: true,
+        poweredBy: { label: 'Powered by F0rty2.ai', url: 'https://f0rty2.ai' },
+    },
+    sidebar: {
+        title: 'Helix Engage',
+        subtitle: 'Global Hospital \u00b7 {role}',
+    },
+    ai: {
+        quickActions: [
+            { label: 'Doctor availability', prompt: 'What doctors are available and what are their visiting hours?' },
+            { label: 'Clinic timings', prompt: 'What are the clinic locations and timings?' },
+            { label: 'Patient history', prompt: "Can you summarize this patient's history?" },
+            { label: 'Treatment packages', prompt: 'What treatment packages are available?' },
+        ],
+    },
+};

src/config/theme.service.ts

@@ -0,0 +1,98 @@
+import { Injectable, Logger, OnModuleInit } from '@nestjs/common';
+import { readFileSync, writeFileSync, existsSync, mkdirSync, copyFileSync } from 'fs';
+import { join, dirname } from 'path';
+import { DEFAULT_THEME, type ThemeConfig } from './theme.defaults';
+
+const THEME_PATH = join(process.cwd(), 'data', 'theme.json');
+const BACKUP_DIR = join(process.cwd(), 'data', 'theme-backups');
+
+@Injectable()
+export class ThemeService implements OnModuleInit {
+    private readonly logger = new Logger(ThemeService.name);
+    private cached: ThemeConfig | null = null;
+
+    onModuleInit() {
+        this.load();
+    }
+
+    getTheme(): ThemeConfig {
+        if (this.cached) return this.cached;
+        return this.load();
+    }
+
+    updateTheme(updates: Partial<ThemeConfig>): ThemeConfig {
+        const current = this.getTheme();
+
+        const merged: ThemeConfig = {
+            brand: { ...current.brand, ...updates.brand },
+            colors: {
+                brand: { ...current.colors.brand, ...updates.colors?.brand },
+            },
+            typography: { ...current.typography, ...updates.typography },
+            login: { ...current.login, ...updates.login, poweredBy: { ...current.login.poweredBy, ...updates.login?.poweredBy } },
+            sidebar: { ...current.sidebar, ...updates.sidebar },
+            ai: {
+                quickActions: updates.ai?.quickActions ?? current.ai.quickActions,
+            },
+        };
+
+        merged.version = (current.version ?? 0) + 1;
+        merged.updatedAt = new Date().toISOString();
+
+        this.backup();
+
+        const dir = dirname(THEME_PATH);
+        if (!existsSync(dir)) mkdirSync(dir, { recursive: true });
+        writeFileSync(THEME_PATH, JSON.stringify(merged, null, 2), 'utf8');
+        this.cached = merged;
+
+        this.logger.log(`Theme updated to v${merged.version}`);
+        return merged;
+    }
+
+    resetTheme(): ThemeConfig {
+        this.backup();
+        const dir = dirname(THEME_PATH);
+        if (!existsSync(dir)) mkdirSync(dir, { recursive: true });
+        writeFileSync(THEME_PATH, JSON.stringify(DEFAULT_THEME, null, 2), 'utf8');
+        this.cached = DEFAULT_THEME;
+        this.logger.log('Theme reset to defaults');
+        return DEFAULT_THEME;
+    }
+
+    private load(): ThemeConfig {
+        try {
+            if (existsSync(THEME_PATH)) {
+                const raw = readFileSync(THEME_PATH, 'utf8');
+                const parsed = JSON.parse(raw);
+                this.cached = {
+                    brand: { ...DEFAULT_THEME.brand, ...parsed.brand },
+                    colors: { brand: { ...DEFAULT_THEME.colors.brand, ...parsed.colors?.brand } },
+                    typography: { ...DEFAULT_THEME.typography, ...parsed.typography },
+                    login: { ...DEFAULT_THEME.login, ...parsed.login, poweredBy: { ...DEFAULT_THEME.login.poweredBy, ...parsed.login?.poweredBy } },
+                    sidebar: { ...DEFAULT_THEME.sidebar, ...parsed.sidebar },
+                    ai: { quickActions: parsed.ai?.quickActions ?? DEFAULT_THEME.ai.quickActions },
+                };
+                this.logger.log('Theme loaded from file');
+                return this.cached;
+            }
+        } catch (err) {
+            this.logger.warn(`Failed to load theme: ${err}`);
+        }
+
+        this.cached = DEFAULT_THEME;
+        this.logger.log('Using default theme');
+        return DEFAULT_THEME;
+    }
+
+    private backup() {
+        try {
+            if (!existsSync(THEME_PATH)) return;
+            if (!existsSync(BACKUP_DIR)) mkdirSync(BACKUP_DIR, { recursive: true });
+            const ts = new Date().toISOString().replace(/[:.]/g, '-');
+            copyFileSync(THEME_PATH, join(BACKUP_DIR, `theme-${ts}.json`));
+        } catch (err) {
+            this.logger.warn(`Backup failed: ${err}`);
+        }
+    }
+}

src/config/widget-config.controller.ts

@@ -0,0 +1,50 @@
+import { Controller, Get, Put, Post, Body, Logger } from '@nestjs/common';
+import { WidgetConfigService } from './widget-config.service';
+import type { WidgetConfig } from './widget.defaults';
+
+// Mounted under /api/config (same prefix as ThemeController).
+//
+//   GET  /api/config/widget            — public subset, called by the embed
+//                                        page to decide whether & how to load
+//                                        widget.js
+//   GET  /api/config/widget/admin      — full config incl. origins + metadata
+//   PUT  /api/config/widget            — admin update (merge patch)
+//   POST /api/config/widget/rotate-key — rotate the HMAC site key
+//   POST /api/config/widget/reset      — reset to defaults (regenerates key)
+//
+// TODO: protect the admin endpoints with the admin guard once the settings UI
+// ships. Matches the current ThemeController convention (also currently open).
+@Controller('api/config')
+export class WidgetConfigController {
+    private readonly logger = new Logger(WidgetConfigController.name);
+
+    constructor(private readonly widgetConfig: WidgetConfigService) {}
+
+    @Get('widget')
+    getPublicWidget() {
+        return this.widgetConfig.getPublicConfig();
+    }
+
+    @Get('widget/admin')
+    getAdminWidget() {
+        return this.widgetConfig.getConfig();
+    }
+
+    @Put('widget')
+    async updateWidget(@Body() body: Partial<WidgetConfig>) {
+        this.logger.log('Widget config update request');
+        return this.widgetConfig.updateConfig(body);
+    }
+
+    @Post('widget/rotate-key')
+    async rotateKey() {
+        this.logger.log('Widget key rotation request');
+        return this.widgetConfig.rotateKey();
+    }
+
+    @Post('widget/reset')
+    async resetWidget() {
+        this.logger.log('Widget config reset request');
+        return this.widgetConfig.resetConfig();
+    }
+}

src/config/widget-config.service.ts

@@ -0,0 +1,202 @@
+import { Injectable, Logger, OnModuleInit } from '@nestjs/common';
+import { readFileSync, writeFileSync, existsSync, mkdirSync, copyFileSync } from 'fs';
+import { join, dirname } from 'path';
+import { DEFAULT_WIDGET_CONFIG, type WidgetConfig } from './widget.defaults';
+import { WidgetKeysService } from './widget-keys.service';
+import { ThemeService } from './theme.service';
+
+const CONFIG_PATH = join(process.cwd(), 'data', 'widget.json');
+const BACKUP_DIR = join(process.cwd(), 'data', 'widget-backups');
+
+// File-backed store for admin-editable widget configuration. Mirrors ThemeService:
+//   - onModuleInit() → load from disk → ensure key exists (generate + persist)
+//   - getConfig()    → in-memory cached lookup
+//   - updateConfig() → merge patch + backup + write + bump version
+//   - rotateKey()    → revoke old siteId in Redis + generate new + persist
+//
+// Also guarantees the key stays valid across Redis flushes: if the file has a
+// key but Redis doesn't know about its siteId, we silently re-register it on
+// boot so POST /api/widget/* requests keep authenticating.
+@Injectable()
+export class WidgetConfigService implements OnModuleInit {
+    private readonly logger = new Logger(WidgetConfigService.name);
+    private cached: WidgetConfig | null = null;
+
+    constructor(
+        private readonly widgetKeys: WidgetKeysService,
+        private readonly theme: ThemeService,
+    ) {}
+
+    // Hospital name comes from the theme — single source of truth. The widget
+    // key's Redis label is just bookkeeping; pulling it from theme means
+    // renaming the hospital via /branding-settings flows through to the next
+    // key rotation automatically.
+    private get hospitalName(): string {
+        return this.theme.getTheme().brand.hospitalName;
+    }
+
+    async onModuleInit() {
+        await this.ensureReady();
+    }
+
+    getConfig(): WidgetConfig {
+        if (this.cached) return this.cached;
+        return this.load();
+    }
+
+    // Public-facing subset served from GET /api/config/widget. Only the fields
+    // the embed bootstrap code needs — no origins, no hospital label, no
+    // version metadata.
+    getPublicConfig() {
+        const c = this.getConfig();
+        return {
+            enabled: c.enabled,
+            key: c.key,
+            url: c.url,
+            embed: c.embed,
+        };
+    }
+
+    async updateConfig(updates: Partial<WidgetConfig>): Promise<WidgetConfig> {
+        const current = this.getConfig();
+        const merged: WidgetConfig = {
+            ...current,
+            ...updates,
+            embed: { ...current.embed, ...updates.embed },
+            allowedOrigins: updates.allowedOrigins ?? current.allowedOrigins,
+            version: (current.version ?? 0) + 1,
+            updatedAt: new Date().toISOString(),
+        };
+        this.backup();
+        this.writeFile(merged);
+        this.cached = merged;
+        this.logger.log(`Widget config updated to v${merged.version}`);
+        return merged;
+    }
+
+    // Revoke the current siteId in Redis, mint a new key with the current
+    // theme.brand.hospitalName + allowedOrigins, persist both the Redis entry
+    // and the config file. Used by admins to invalidate a leaked or stale key.
+    async rotateKey(): Promise<WidgetConfig> {
+        const current = this.getConfig();
+        if (current.siteId) {
+            await this.widgetKeys.revokeKey(current.siteId).catch(err => {
+                this.logger.warn(`Revoke of old siteId ${current.siteId} failed: ${err}`);
+            });
+        }
+        const { key, siteKey } = this.widgetKeys.generateKey(
+            this.hospitalName,
+            current.allowedOrigins,
+        );
+        await this.widgetKeys.saveKey(siteKey);
+
+        const updated: WidgetConfig = {
+            ...current,
+            key,
+            siteId: siteKey.siteId,
+            version: (current.version ?? 0) + 1,
+            updatedAt: new Date().toISOString(),
+        };
+        this.backup();
+        this.writeFile(updated);
+        this.cached = updated;
+        this.logger.log(`Widget key rotated: new siteId=${siteKey.siteId}`);
+        return updated;
+    }
+
+    async resetConfig(): Promise<WidgetConfig> {
+        this.backup();
+        this.writeFile(DEFAULT_WIDGET_CONFIG);
+        this.cached = { ...DEFAULT_WIDGET_CONFIG };
+        this.logger.log('Widget config reset to defaults');
+        return this.ensureReady();
+    }
+
+    private async ensureReady(): Promise<WidgetConfig> {
+        let cfg = this.load();
+
+        // First boot or missing key → generate + persist.
+        const needsKey = !cfg.key || !cfg.siteId;
+        if (needsKey) {
+            this.logger.log('No widget key in config — generating a fresh one');
+            const { key, siteKey } = this.widgetKeys.generateKey(
+                this.hospitalName,
+                cfg.allowedOrigins,
+            );
+            await this.widgetKeys.saveKey(siteKey);
+            cfg = {
+                ...cfg,
+                key,
+                siteId: siteKey.siteId,
+                // Allow WIDGET_PUBLIC_URL env var to seed the url field on
+                // first boot, so dev/staging don't start with a blank URL.
+                url: cfg.url || process.env.WIDGET_PUBLIC_URL || '',
+                version: (cfg.version ?? 0) + 1,
+                updatedAt: new Date().toISOString(),
+            };
+            this.writeFile(cfg);
+            this.cached = cfg;
+            this.logger.log(`Widget key generated: siteId=${siteKey.siteId}`);
+            return cfg;
+        }
+
+        // Key exists on disk but may be missing from Redis (e.g., Redis
+        // flushed or sidecar migrated to new Redis). Re-register so requests
+        // validate correctly. This is silent — callers don't care.
+        const validated = await this.widgetKeys.validateKey(cfg.key).catch(() => null);
+        if (!validated) {
+            this.logger.warn(
+                `Widget key in config not found in Redis — re-registering siteId=${cfg.siteId}`,
+            );
+            await this.widgetKeys.saveKey({
+                siteId: cfg.siteId,
+                hospitalName: this.hospitalName,
+                allowedOrigins: cfg.allowedOrigins,
+                active: true,
+                createdAt: cfg.updatedAt ?? new Date().toISOString(),
+            });
+        }
+        return cfg;
+    }
+
+    private load(): WidgetConfig {
+        try {
+            if (existsSync(CONFIG_PATH)) {
+                const raw = readFileSync(CONFIG_PATH, 'utf8');
+                const parsed = JSON.parse(raw);
+                const merged: WidgetConfig = {
+                    ...DEFAULT_WIDGET_CONFIG,
+                    ...parsed,
+                    embed: { ...DEFAULT_WIDGET_CONFIG.embed, ...parsed.embed },
+                    allowedOrigins: parsed.allowedOrigins ?? DEFAULT_WIDGET_CONFIG.allowedOrigins,
+                };
+                this.cached = merged;
+                this.logger.log('Widget config loaded from file');
+                return merged;
+            }
+        } catch (err) {
+            this.logger.warn(`Failed to load widget config: ${err}`);
+        }
+        const fallback: WidgetConfig = { ...DEFAULT_WIDGET_CONFIG };
+        this.cached = fallback;
+        this.logger.log('Using default widget config');
+        return fallback;
+    }
+
+    private writeFile(cfg: WidgetConfig) {
+        const dir = dirname(CONFIG_PATH);
+        if (!existsSync(dir)) mkdirSync(dir, { recursive: true });
+        writeFileSync(CONFIG_PATH, JSON.stringify(cfg, null, 2), 'utf8');
+    }
+
+    private backup() {
+        try {
+            if (!existsSync(CONFIG_PATH)) return;
+            if (!existsSync(BACKUP_DIR)) mkdirSync(BACKUP_DIR, { recursive: true });
+            const ts = new Date().toISOString().replace(/[:.]/g, '-');
+            copyFileSync(CONFIG_PATH, join(BACKUP_DIR, `widget-${ts}.json`));
+        } catch (err) {
+            this.logger.warn(`Widget config backup failed: ${err}`);
+        }
+    }
+}

src/config/widget-keys.service.ts

@@ -0,0 +1,94 @@
+import { Injectable, Logger } from '@nestjs/common';
+import { ConfigService } from '@nestjs/config';
+import { createHmac, timingSafeEqual, randomUUID } from 'crypto';
+import { SessionService } from '../auth/session.service';
+import type { WidgetSiteKey } from '../widget/widget.types';
+
+const KEY_PREFIX = 'widget:keys:';
+
+@Injectable()
+export class WidgetKeysService {
+    private readonly logger = new Logger(WidgetKeysService.name);
+    private readonly secret: string;
+
+    constructor(
+        private config: ConfigService,
+        private session: SessionService,
+    ) {
+        this.secret = process.env.WIDGET_SECRET ?? config.get<string>('WIDGET_SECRET') ?? 'helix-widget-default-secret';
+    }
+
+    generateKey(hospitalName: string, allowedOrigins: string[]): { key: string; siteKey: WidgetSiteKey } {
+        const siteId = randomUUID().replace(/-/g, '').substring(0, 16);
+        const signature = this.sign(siteId);
+        const key = `${siteId}.${signature}`;
+
+        const siteKey: WidgetSiteKey = {
+            siteId,
+            hospitalName,
+            allowedOrigins,
+            active: true,
+            createdAt: new Date().toISOString(),
+        };
+
+        return { key, siteKey };
+    }
+
+    async saveKey(siteKey: WidgetSiteKey): Promise<void> {
+        await this.session.setCachePersistent(`${KEY_PREFIX}${siteKey.siteId}`, JSON.stringify(siteKey));
+        this.logger.log(`Widget key saved: ${siteKey.siteId} (${siteKey.hospitalName})`);
+    }
+
+    async validateKey(rawKey: string): Promise<WidgetSiteKey | null> {
+        const dotIndex = rawKey.indexOf('.');
+        if (dotIndex === -1) return null;
+
+        const siteId = rawKey.substring(0, dotIndex);
+        const signature = rawKey.substring(dotIndex + 1);
+
+        const expected = this.sign(siteId);
+        try {
+            if (!timingSafeEqual(Buffer.from(signature, 'hex'), Buffer.from(expected, 'hex'))) return null;
+        } catch {
+            return null;
+        }
+
+        const data = await this.session.getCache(`${KEY_PREFIX}${siteId}`);
+        if (!data) return null;
+
+        const siteKey: WidgetSiteKey = JSON.parse(data);
+        if (!siteKey.active) return null;
+
+        return siteKey;
+    }
+
+    validateOrigin(siteKey: WidgetSiteKey, origin: string | undefined): boolean {
+        if (!origin) return true; // Allow no-origin for dev/testing
+        if (siteKey.allowedOrigins.length === 0) return true;
+        return siteKey.allowedOrigins.some(allowed => origin.startsWith(allowed));
+    }
+
+    async listKeys(): Promise<WidgetSiteKey[]> {
+        const keys = await this.session.scanKeys(`${KEY_PREFIX}*`);
+        const results: WidgetSiteKey[] = [];
+        for (const key of keys) {
+            const data = await this.session.getCache(key);
+            if (data) results.push(JSON.parse(data));
+        }
+        return results;
+    }
+
+    async revokeKey(siteId: string): Promise<boolean> {
+        const data = await this.session.getCache(`${KEY_PREFIX}${siteId}`);
+        if (!data) return false;
+        const siteKey: WidgetSiteKey = JSON.parse(data);
+        siteKey.active = false;
+        await this.session.setCachePersistent(`${KEY_PREFIX}${siteId}`, JSON.stringify(siteKey));
+        this.logger.log(`Widget key revoked: ${siteId}`);
+        return true;
+    }
+
+    private sign(data: string): string {
+        return createHmac('sha256', this.secret).update(data).digest('hex');
+    }
+}

src/config/widget.defaults.ts

@@ -0,0 +1,46 @@
+// Shape of the website-widget configuration, stored in data/widget.json.
+// Mirrors the theme config pattern — file-backed, versioned, admin-editable.
+export type WidgetConfig = {
+    // Master feature flag. When false, the widget does not render anywhere.
+    enabled: boolean;
+
+    // HMAC-signed site key the embed script passes as data-key. Auto-generated
+    // on first boot if empty. Rotate via POST /api/config/widget/rotate-key.
+    key: string;
+
+    // Stable site identifier derived from the key. Used for Redis lookup and
+    // revocation. Populated alongside `key`.
+    siteId: string;
+
+    // Public base URL where widget.js is hosted. Typically the sidecar host.
+    // If empty, the embed page falls back to its own VITE_API_URL at fetch time.
+    url: string;
+
+    // Origin allowlist. Empty array means any origin is accepted (test mode).
+    // Set tight values in production: ['https://hospital.com'].
+    allowedOrigins: string[];
+
+    // Embed toggles — where the widget should render. Kept as an object so we
+    // can add other surfaces (public landing page, portal, etc.) without a
+    // breaking schema change.
+    embed: {
+        // Show on the staff login page. Useful for testing without a public
+        // landing page; turn off in production.
+        loginPage: boolean;
+    };
+
+    // Bookkeeping — incremented on every update, like the theme config.
+    version?: number;
+    updatedAt?: string;
+};
+
+export const DEFAULT_WIDGET_CONFIG: WidgetConfig = {
+    enabled: true,
+    key: '',
+    siteId: '',
+    url: '',
+    allowedOrigins: [],
+    embed: {
+        loginPage: true,
+    },
+};

src/events/consumers/ai-insight.consumer.ts

@@ -0,0 +1,125 @@
+import { Injectable, Logger, OnModuleInit } from '@nestjs/common';
+import { ConfigService } from '@nestjs/config';
+import { generateObject } from 'ai';
+import { z } from 'zod';
+import { EventBusService } from '../event-bus.service';
+import { Topics } from '../event-types';
+import type { CallCompletedEvent } from '../event-types';
+import { PlatformGraphqlService } from '../../platform/platform-graphql.service';
+import { createAiModel } from '../../ai/ai-provider';
+import type { LanguageModel } from 'ai';
+import { AiConfigService } from '../../config/ai-config.service';
+
+@Injectable()
+export class AiInsightConsumer implements OnModuleInit {
+    private readonly logger = new Logger(AiInsightConsumer.name);
+    private readonly aiModel: LanguageModel | null;
+
+    constructor(
+        private eventBus: EventBusService,
+        private platform: PlatformGraphqlService,
+        private config: ConfigService,
+        private aiConfig: AiConfigService,
+    ) {
+        const cfg = aiConfig.getConfig();
+        this.aiModel = createAiModel({
+            provider: cfg.provider,
+            model: cfg.model,
+            anthropicApiKey: config.get<string>('ai.anthropicApiKey'),
+            openaiApiKey: config.get<string>('ai.openaiApiKey'),
+        });
+    }
+
+    onModuleInit() {
+        this.eventBus.on(Topics.CALL_COMPLETED, (event: CallCompletedEvent) => this.handleCallCompleted(event));
+    }
+
+    private async handleCallCompleted(event: CallCompletedEvent): Promise<void> {
+        if (!event.leadId) {
+            this.logger.debug('[AI-INSIGHT] No leadId — skipping');
+            return;
+        }
+
+        if (!this.aiModel) {
+            this.logger.debug('[AI-INSIGHT] No AI model configured — skipping');
+            return;
+        }
+
+        this.logger.log(`[AI-INSIGHT] Generating insight for lead ${event.leadId}`);
+
+        try {
+            // Fetch lead + all activities
+            const data = await this.platform.query<any>(
+                `{ leads(filter: { id: { eq: "${event.leadId}" } }) { edges { node {
+                    id name contactName { firstName lastName }
+                    status source interestedService
+                    contactAttempts lastContacted
+                } } } }`,
+            );
+            const lead = data?.leads?.edges?.[0]?.node;
+            if (!lead) return;
+
+            const activityData = await this.platform.query<any>(
+                `{ leadActivities(first: 20, filter: { leadId: { eq: "${event.leadId}" } }, orderBy: [{ occurredAt: DescNullsLast }]) {
+                    edges { node { activityType summary occurredAt channel durationSec outcome } }
+                } }`,
+            );
+            const activities = activityData?.leadActivities?.edges?.map((e: any) => e.node) ?? [];
+
+            const leadName = lead.contactName
+                ? `${lead.contactName.firstName ?? ''} ${lead.contactName.lastName ?? ''}`.trim()
+                : lead.name ?? 'Unknown';
+
+            // Build context
+            const activitySummary = activities.map((a: any) =>
+                `${a.activityType}: ${a.summary} (${a.occurredAt ?? 'unknown date'})`,
+            ).join('\n');
+
+            // Generate insight
+            const { object } = await generateObject({
+                model: this.aiModel,
+                schema: z.object({
+                    summary: z.string().describe('2-3 sentence summary of this lead based on all their interactions'),
+                    suggestedAction: z.string().describe('One clear next action for the agent'),
+                }),
+                system: this.aiConfig.renderPrompt('callInsight', {
+                    hospitalName: process.env.HOSPITAL_NAME ?? 'the hospital',
+                }),
+                prompt: `Lead: ${leadName}
+Status: ${lead.status ?? 'Unknown'}
+Source: ${lead.source ?? 'Unknown'}
+Interested in: ${lead.interestedService ?? 'Not specified'}
+Contact attempts: ${lead.contactAttempts ?? 0}
+Last contacted: ${lead.lastContacted ?? 'Never'}
+
+Recent activity (newest first):
+${activitySummary || 'No activity recorded'}
+
+Latest call:
+- Direction: ${event.direction}
+- Duration: ${event.durationSec}s
+- Disposition: ${event.disposition}
+- Notes: ${event.notes ?? 'None'}`,
+                maxOutputTokens: 200,
+            });
+
+            // Update lead with new AI insight
+            await this.platform.query<any>(
+                `mutation($id: UUID!, $data: LeadUpdateInput!) { updateLead(id: $id, data: $data) { id } }`,
+                {
+                    id: event.leadId,
+                    data: {
+                        aiSummary: object.summary,
+                        aiSuggestedAction: object.suggestedAction,
+                        lastContacted: new Date().toISOString(),
+                        contactAttempts: (lead.contactAttempts ?? 0) + 1,
+                    },
+                },
+            );
+
+            this.logger.log(`[AI-INSIGHT] Updated lead ${event.leadId}: "${object.summary.substring(0, 60)}..."`);
+        } catch (err: any) {
+            this.logger.error(`[AI-INSIGHT] Failed for lead ${event.leadId}: ${err.message}`);
+        }
+    }
+}

src/events/event-bus.service.ts

@@ -0,0 +1,114 @@
+import { Injectable, Logger, OnModuleInit, OnModuleDestroy } from '@nestjs/common';
+import { Kafka, Producer, Consumer, EachMessagePayload } from 'kafkajs';
+import type { EventPayload } from './event-types';
+
+type EventHandler = (payload: any) => Promise<void>;
+
+@Injectable()
+export class EventBusService implements OnModuleInit, OnModuleDestroy {
+    private readonly logger = new Logger(EventBusService.name);
+    private kafka: Kafka;
+    private producer: Producer;
+    private consumer: Consumer;
+    private handlers = new Map<string, EventHandler[]>();
+    private connected = false;
+
+    constructor() {
+        const brokers = (process.env.KAFKA_BROKERS ?? 'localhost:9092').split(',');
+        this.kafka = new Kafka({
+            clientId: 'helix-engage-sidecar',
+            brokers,
+            retry: { retries: 5, initialRetryTime: 1000 },
+            logLevel: 1, // ERROR only
+        });
+        this.producer = this.kafka.producer();
+        this.consumer = this.kafka.consumer({ groupId: 'helix-engage-workers' });
+    }
+
+    async onModuleInit() {
+        try {
+            await this.producer.connect();
+            await this.consumer.connect();
+            this.connected = true;
+            this.logger.log('Event bus connected (Kafka/Redpanda)');
+
+            // Subscribe to all topics we have handlers for
+            // Handlers are registered by consumer modules during their onModuleInit
+            // We start consuming after a short delay to let all handlers register
+            setTimeout(() => this.startConsuming(), 2000);
+        } catch (err: any) {
+            this.logger.warn(`Event bus not available (${err.message}) — running without events`);
+            this.connected = false;
+        }
+    }
+
+    async onModuleDestroy() {
+        if (this.connected) {
+            await this.consumer.disconnect().catch(() => {});
+            await this.producer.disconnect().catch(() => {});
+        }
+    }
+
+    async emit(topic: string, payload: EventPayload): Promise<void> {
+        if (!this.connected) {
+            this.logger.debug(`[EVENT] Skipped (not connected): ${topic}`);
+            return;
+        }
+
+        try {
+            await this.producer.send({
+                topic,
+                messages: [{ value: JSON.stringify(payload), timestamp: Date.now().toString() }],
+            });
+            this.logger.log(`[EVENT] Emitted: ${topic}`);
+        } catch (err: any) {
+            this.logger.error(`[EVENT] Failed to emit ${topic}: ${err.message}`);
+        }
+    }
+
+    on(topic: string, handler: EventHandler): void {
+        const existing = this.handlers.get(topic) ?? [];
+        existing.push(handler);
+        this.handlers.set(topic, existing);
+        this.logger.log(`[EVENT] Handler registered for: ${topic}`);
+    }
+
+    private async startConsuming(): Promise<void> {
+        if (!this.connected) return;
+
+        const topics = Array.from(this.handlers.keys());
+        if (topics.length === 0) {
+            this.logger.log('[EVENT] No handlers registered — skipping consumer');
+            return;
+        }
+
+        try {
+            for (const topic of topics) {
+                await this.consumer.subscribe({ topic, fromBeginning: false });
+            }
+
+            await this.consumer.run({
+                eachMessage: async (payload: EachMessagePayload) => {
+                    const { topic, message } = payload;
+                    const handlers = this.handlers.get(topic) ?? [];
+                    if (handlers.length === 0 || !message.value) return;
+
+                    try {
+                        const data = JSON.parse(message.value.toString());
+                        for (const handler of handlers) {
+                            await handler(data).catch(err =>
+                                this.logger.error(`[EVENT] Handler error on ${topic}: ${err.message}`),
+                            );
+                        }
+                    } catch (err: any) {
+                        this.logger.error(`[EVENT] Parse error on ${topic}: ${err.message}`);
+                    }
+                },
+            });
+
+            this.logger.log(`[EVENT] Consuming: ${topics.join(', ')}`);
+        } catch (err: any) {
+            this.logger.error(`[EVENT] Consumer failed: ${err.message}`);
+        }
+    }
+}

src/events/event-types.ts

@@ -0,0 +1,36 @@
+// Event topic names
+export const Topics = {
+    CALL_COMPLETED: 'call.completed',
+    CALL_MISSED: 'call.missed',
+    AGENT_STATE: 'agent.state',
+} as const;
+
+// Event payloads
+export type CallCompletedEvent = {
+    callId: string | null;
+    ucid: string;
+    agentId: string;
+    callerPhone: string;
+    direction: string;
+    durationSec: number;
+    disposition: string;
+    leadId: string | null;
+    notes: string | null;
+    timestamp: string;
+};
+
+export type CallMissedEvent = {
+    callId: string | null;
+    callerPhone: string;
+    leadId: string | null;
+    leadName: string | null;
+    timestamp: string;
+};
+
+export type AgentStateEvent = {
+    agentId: string;
+    state: string;
+    timestamp: string;
+};
+
+export type EventPayload = CallCompletedEvent | CallMissedEvent | AgentStateEvent;

src/events/events.module.ts

@@ -0,0 +1,12 @@
+import { Module, Global } from '@nestjs/common';
+import { PlatformModule } from '../platform/platform.module';
+import { EventBusService } from './event-bus.service';
+import { AiInsightConsumer } from './consumers/ai-insight.consumer';
+
+@Global()
+@Module({
+    imports: [PlatformModule],
+    providers: [EventBusService, AiInsightConsumer],
+    exports: [EventBusService],
+})
+export class EventsModule {}

src/leads/lead-auto-assign.service.ts

@@ -0,0 +1,182 @@
+import { Injectable, Logger, OnModuleInit, OnModuleDestroy } from '@nestjs/common';
+import { PlatformGraphqlService } from '../platform/platform-graphql.service';
+import { SupervisorService } from '../supervisor/supervisor.service';
+
+const TICK_INTERVAL_MS = 60 * 1000;        // 60s
+const KICKOFF_DELAY_MS = 45_000;           // let sidecar boot settle
+const MAX_LEADS_PER_TICK = 100;            // guard against runaway batches
+const ACTIVE_STATES = new Set(['ready', 'calling', 'in-call', 'acw']);
+// Excluded: 'offline' (agent logged out), 'break' / 'training' (explicitly away).
+// ACW is included — the agent is still handling work and will return to Ready soon.
+
+/**
+ * Polls for unassigned leads every 60s and assigns them least-loaded across
+ * active agents.
+ *
+ * Why polling instead of platform functions or Redpanda events:
+ *  - The platform's lead.created hook isn't wired to the sidecar (no bridge)
+ *  - The SDK's lead-auto-assign.function.ts is written but hasn't been
+ *    deployed/published to either workspace
+ *  - Polling catches EVERY lead creation path (CSV import, enquiry form,
+ *    missed-call webhook, widget, livekit) with no per-path instrumentation
+ *
+ * Assignment strategy:
+ *  - Count each active agent's OPEN leads (status in NEW/CONTACTED/QUALIFIED)
+ *  - Pick the agent with the lowest count — ties broken by platform ordering
+ *  - Write agent.name (display name) to lead.assignedAgent (worklist filter matches on this)
+ *
+ * Edge cases:
+ *  - No active agents → skip tick; next run retries
+ *  - agentName empty → skip agent
+ *  - Mutation errors → log, continue with next lead
+ */
+@Injectable()
+export class LeadAutoAssignService implements OnModuleInit, OnModuleDestroy {
+    private readonly logger = new Logger(LeadAutoAssignService.name);
+    private timer: NodeJS.Timeout | null = null;
+    private running = false;
+
+    constructor(
+        private readonly platform: PlatformGraphqlService,
+        private readonly supervisor: SupervisorService,
+    ) {}
+
+    onModuleInit() {
+        setTimeout(() => {
+            this.runOnce().catch((err) => this.logger.warn(`[AUTO-ASSIGN] Kickoff failed: ${err?.message ?? err}`));
+        }, KICKOFF_DELAY_MS);
+
+        this.timer = setInterval(() => {
+            this.runOnce().catch((err) => this.logger.warn(`[AUTO-ASSIGN] Tick failed: ${err?.message ?? err}`));
+        }, TICK_INTERVAL_MS);
+    }
+
+    onModuleDestroy() {
+        if (this.timer) clearInterval(this.timer);
+    }
+
+    async runOnce(): Promise<{ assigned: number; skipped: number; noAgents: boolean }> {
+        // Guard against concurrent runs (prev tick hasn't finished).
+        if (this.running) return { assigned: 0, skipped: 0, noAgents: false };
+        this.running = true;
+        try {
+            const unassigned = await this.fetchUnassignedLeads();
+            if (unassigned.length === 0) return { assigned: 0, skipped: 0, noAgents: false };
+
+            const active = await this.fetchActiveAgents();
+            if (active.length === 0) {
+                this.logger.debug(`[AUTO-ASSIGN] ${unassigned.length} leads waiting — no active agents`);
+                return { assigned: 0, skipped: unassigned.length, noAgents: true };
+            }
+
+            // Seed current-load map: lead count per agent across their OPEN leads.
+            // Fetch once per tick (not per lead) — the map is updated locally as we assign.
+            const loadByAgent = await this.fetchOpenLeadCounts(active.map((a) => a.name));
+
+            let assigned = 0;
+            let skipped = 0;
+
+            for (const lead of unassigned) {
+                // Pick the least-loaded active agent.
+                const target = [...active].sort(
+                    (a, b) => (loadByAgent.get(a.name) ?? 0) - (loadByAgent.get(b.name) ?? 0),
+                )[0];
+                if (!target?.name) { skipped++; continue; }
+
+                try {
+                    await this.platform.query<any>(
+                        `mutation($id: UUID!, $data: LeadUpdateInput!) { updateLead(id: $id, data: $data) { id } }`,
+                        { id: lead.id, data: { assignedAgent: target.name } },
+                    );
+                    assigned++;
+                    loadByAgent.set(target.name, (loadByAgent.get(target.name) ?? 0) + 1);
+                    await new Promise((r) => setTimeout(r, 40)); // gentle pacing
+                } catch (err: any) {
+                    this.logger.warn(`[AUTO-ASSIGN] updateLead failed for ${lead.id}: ${err?.message ?? err}`);
+                    skipped++;
+                }
+            }
+
+            if (assigned > 0 || skipped > 0) {
+                const loadSummary = active.map((a) => `${a.name}=${loadByAgent.get(a.name) ?? 0}`).join(', ');
+                this.logger.log(`[AUTO-ASSIGN] Pass complete — assigned=${assigned} skipped=${skipped} load=[${loadSummary}]`);
+            }
+            return { assigned, skipped, noAgents: false };
+        } finally {
+            this.running = false;
+        }
+    }
+
+    private async fetchUnassignedLeads(): Promise<Array<{ id: string; campaignId: string | null }>> {
+        try {
+            const data: any = await this.platform.query<any>(
+                `{ leads(first: ${MAX_LEADS_PER_TICK}, filter: {
+                    or: [
+                        { assignedAgent: { eq: "" } },
+                        { assignedAgent: { is: NULL } }
+                    ]
+                }, orderBy: [{ createdAt: AscNullsLast }]) {
+                    edges { node { id campaignId } }
+                } }`,
+            );
+            return (data?.leads?.edges ?? []).map((e: any) => e.node);
+        } catch (err: any) {
+            this.logger.warn(`[AUTO-ASSIGN] fetch unassigned failed: ${err?.message ?? err}`);
+            return [];
+        }
+    }
+
+    private async fetchActiveAgents(): Promise<Array<{ id: string; name: string; ozonetelAgentId: string }>> {
+        try {
+            const data: any = await this.platform.query<any>(
+                `{ agents(first: 100) { edges { node { id name ozonetelAgentId } } } }`,
+            );
+            const all: Array<{ id: string; name: string; ozonetelAgentId: string }> =
+                (data?.agents?.edges ?? []).map((e: any) => e.node);
+            // Filter to agents whose in-memory state (from Ozonetel webhooks) is active.
+            // If state is unknown (never seen a state event), treat as offline.
+            return all.filter((a) => {
+                if (!a.name || !a.ozonetelAgentId) return false;
+                const entry = this.supervisor.getAgentState(a.ozonetelAgentId);
+                return entry ? ACTIVE_STATES.has(entry.state) : false;
+            });
+        } catch (err: any) {
+            this.logger.warn(`[AUTO-ASSIGN] fetch agents failed: ${err?.message ?? err}`);
+            return [];
+        }
+    }
+
+    private async fetchOpenLeadCounts(agentNames: string[]): Promise<Map<string, number>> {
+        const map = new Map<string, number>();
+        for (const name of agentNames) map.set(name, 0);
+        if (agentNames.length === 0) return map;
+
+        // Single aggregated query — pull ALL open leads with assignedAgent set,
+        // count by agent locally. Avoids N+1 over agents.
+        try {
+            let after: string | null = null;
+            for (let page = 0; page < 20; page++) {
+                const cursor: string = after ? `, after: "${after}"` : '';
+                const data: any = await this.platform.query<any>(
+                    `{ leads(first: 200${cursor}, filter: {
+                        status: { in: [NEW, CONTACTED, QUALIFIED] }
+                    }) {
+                        edges { node { assignedAgent } }
+                        pageInfo { hasNextPage endCursor }
+                    } }`,
+                );
+                const edges = data?.leads?.edges ?? [];
+                for (const e of edges) {
+                    const name = e.node.assignedAgent;
+                    if (name && map.has(name)) map.set(name, (map.get(name) ?? 0) + 1);
+                }
+                const info: { hasNextPage?: boolean; endCursor?: string } = data?.leads?.pageInfo ?? {};
+                if (!info.hasNextPage) break;
+                after = info.endCursor ?? null;
+            }
+        } catch (err: any) {
+            this.logger.warn(`[AUTO-ASSIGN] fetch open-lead counts failed: ${err?.message ?? err}`);
+        }
+        return map;
+    }
+}

src/leads/leads.module.ts

@@ -0,0 +1,11 @@
+import { Module, forwardRef } from '@nestjs/common';
+import { PlatformModule } from '../platform/platform.module';
+import { SupervisorModule } from '../supervisor/supervisor.module';
+import { LeadAutoAssignService } from './lead-auto-assign.service';
+
+@Module({
+    imports: [PlatformModule, forwardRef(() => SupervisorModule)],
+    providers: [LeadAutoAssignService],
+    exports: [LeadAutoAssignService],
+})
+export class LeadsModule {}

src/livekit-agent/agent.ts

@@ -0,0 +1,358 @@
+import { WorkerOptions, defineAgent, llm, voice, VAD } from '@livekit/agents';
+import * as google from '@livekit/agents-plugin-google';
+import * as silero from '@livekit/agents-plugin-silero';
+import { z } from 'zod';
+
+// Platform GraphQL helper
+const SIDECAR_URL = process.env.SIDECAR_URL ?? 'http://localhost:4100';
+const PLATFORM_API_KEY = process.env.PLATFORM_API_KEY ?? '';
+
+async function gql<T = any>(query: string, variables?: Record<string, unknown>): Promise<T | null> {
+    if (!PLATFORM_API_KEY) return null;
+    try {
+        const res = await fetch(`${SIDECAR_URL}/graphql`, {
+            method: 'POST',
+            headers: { 'Content-Type': 'application/json', 'Authorization': `Bearer ${PLATFORM_API_KEY}` },
+            body: JSON.stringify({ query, variables }),
+        });
+        const data = await res.json();
+        if (data.errors) {
+            console.error('[AGENT-GQL] Error:', data.errors[0]?.message);
+            return null;
+        }
+        return data.data;
+    } catch (err) {
+        console.error('[AGENT-GQL] Failed:', err);
+        return null;
+    }
+}
+
+// Resolve a phone to a {leadId, patientId} pair via the sidecar's
+// caller-resolution endpoint. Always returns populated IDs (creates
+// placeholder lead+patient when none exist).
+async function resolveCaller(phone: string): Promise<{ leadId: string; patientId: string; firstName: string; lastName: string; isNew: boolean } | null> {
+    try {
+        const res = await fetch(`${SIDECAR_URL}/api/caller/resolve`, {
+            method: 'POST',
+            headers: { 'Content-Type': 'application/json' },
+            body: JSON.stringify({ phone }),
+        });
+        if (!res.ok) {
+            console.error('[AGENT-RESOLVE] Failed:', res.status, await res.text().catch(() => ''));
+            return null;
+        }
+        return await res.json();
+    } catch (err) {
+        console.error('[AGENT-RESOLVE] Failed:', err);
+        return null;
+    }
+}
+
+// Hospital context — loaded on startup
+let hospitalContext = {
+    doctors: [] as Array<{ name: string; department: string; specialty: string; id: string }>,
+    departments: [] as string[],
+};
+
+async function loadHospitalContext() {
+    const data = await gql(`{ doctors(first: 20) { edges { node { id fullName { firstName lastName } department specialty } } } }`);
+    if (data?.doctors?.edges) {
+        hospitalContext.doctors = data.doctors.edges.map((e: any) => ({
+            id: e.node.id,
+            name: `Dr. ${e.node.fullName?.firstName ?? ''} ${e.node.fullName?.lastName ?? ''}`.trim(),
+            department: e.node.department ?? '',
+            specialty: e.node.specialty ?? '',
+        }));
+        hospitalContext.departments = [...new Set(hospitalContext.doctors.map(d => d.department))] as string[];
+        console.log(`[LIVEKIT-AGENT] Loaded ${hospitalContext.doctors.length} doctors, ${hospitalContext.departments.length} departments`);
+    } else {
+        // Fallback
+        hospitalContext.doctors = [
+            { id: '', name: 'Dr. Arun Sharma', department: 'Cardiology', specialty: 'Interventional Cardiology' },
+            { id: '', name: 'Dr. Rajesh Kumar', department: 'Orthopedics', specialty: 'Joint Replacement' },
+            { id: '', name: 'Dr. Meena Patel', department: 'Gynecology', specialty: 'Reproductive Medicine' },
+            { id: '', name: 'Dr. Lakshmi Reddy', department: 'General Medicine', specialty: 'Internal Medicine' },
+            { id: '', name: 'Dr. Harpreet Singh', department: 'ENT', specialty: 'Head & Neck Surgery' },
+        ];
+        hospitalContext.departments = ['Cardiology', 'Orthopedics', 'Gynecology', 'General Medicine', 'ENT'];
+        console.log('[LIVEKIT-AGENT] Using fallback doctor list');
+    }
+}
+
+// ─── Tools ────────────────────────────────────────────────────────────
+
+const lookupDoctor = llm.tool({
+    description: 'Look up available doctors by department or specialty. Call this when the patient asks about a specific department or type of doctor.',
+    parameters: z.object({
+        department: z.string().nullable().describe('Department name like Cardiology, Orthopedics, ENT'),
+        specialty: z.string().nullable().describe('Specialty or condition like joint pain, heart, ear'),
+    }),
+    execute: async ({ department, specialty }) => {
+        let results = hospitalContext.doctors;
+        if (department) {
+            results = results.filter(d => d.department.toLowerCase().includes(department.toLowerCase()));
+        }
+        if (specialty) {
+            results = results.filter(d =>
+                d.specialty.toLowerCase().includes(specialty.toLowerCase()) ||
+                d.department.toLowerCase().includes(specialty.toLowerCase()),
+            );
+        }
+        if (results.length === 0) return 'No matching doctors found. Available departments: ' + hospitalContext.departments.join(', ');
+        return results.map(d => `${d.name} — ${d.department} (${d.specialty})`).join('\n');
+    },
+});
+
+const bookAppointment = llm.tool({
+    description: 'Book an appointment for the caller. You MUST collect patient name, phone number, department, preferred date/time, and reason before calling this.',
+    parameters: z.object({
+        patientName: z.string().describe('Full name of the patient'),
+        phoneNumber: z.string().describe('Patient phone number with country code'),
+        department: z.string().describe('Department for the appointment'),
+        doctorName: z.string().nullable().describe('Preferred doctor name if specified'),
+        preferredDate: z.string().describe('Date in YYYY-MM-DD format or natural language'),
+        preferredTime: z.string().describe('Time slot like 10:00 AM, morning, afternoon'),
+        reason: z.string().describe('Reason for visit'),
+    }),
+    execute: async ({ patientName, phoneNumber, department, doctorName, preferredDate, preferredTime, reason }) => {
+        console.log(`[LIVEKIT-AGENT] Booking: ${patientName} | ${phoneNumber} | ${department} | ${doctorName ?? 'any'} | ${preferredDate} ${preferredTime}`);
+
+        // Parse date — try ISO format first, fallback to tomorrow
+        let scheduledAt: string;
+        try {
+            const parsed = new Date(preferredDate);
+            if (!isNaN(parsed.getTime())) {
+                // Map time to hour
+                const timeMap: Record<string, string> = { morning: '10:00', afternoon: '14:00', evening: '17:00' };
+                const timeStr = timeMap[preferredTime.toLowerCase()] ?? preferredTime.replace(/\s*(AM|PM)/i, (_, p) => '');
+                scheduledAt = new Date(`${parsed.toISOString().split('T')[0]}T${timeStr}:00`).toISOString();
+            } else {
+                scheduledAt = new Date(Date.now() + 86400000).toISOString(); // tomorrow
+            }
+        } catch {
+            scheduledAt = new Date(Date.now() + 86400000).toISOString();
+        }
+
+        // Find matching doctor
+        const doctor = doctorName
+            ? hospitalContext.doctors.find(d => d.name.toLowerCase().includes(doctorName.toLowerCase()))
+            : hospitalContext.doctors.find(d => d.department.toLowerCase().includes(department.toLowerCase()));
+
+        // Create appointment on platform
+        const result = await gql(
+            `mutation($data: AppointmentCreateInput!) { createAppointment(data: $data) { id } }`,
+            {
+                data: {
+                    name: `AI Booking — ${patientName} (${department})`,
+                    scheduledAt,
+                    status: 'SCHEDULED',
+                    doctorName: doctor?.name ?? doctorName ?? 'To be assigned',
+                    department,
+                    reasonForVisit: reason,
+                    ...((doctor as any)?.clinicId ? { clinicId: (doctor as any).clinicId } : {}),
+                },
+            },
+        );
+
+        // Resolve caller — if isNew, create Lead + Patient with the
+        // AI-collected name; otherwise update the existing record.
+        const cleanPhone = phoneNumber.replace(/[^0-9]/g, '').slice(-10);
+        const resolved = await resolveCaller(cleanPhone);
+        const fn = patientName.split(' ')[0];
+        const ln = patientName.split(' ').slice(1).join(' ') || '';
+        if (resolved?.isNew) {
+            const p = await gql(
+                `mutation($data: PatientCreateInput!) { createPatient(data: $data) { id } }`,
+                { data: { fullName: { firstName: fn, lastName: ln }, phones: { primaryPhoneNumber: `+91${cleanPhone}` }, patientType: 'NEW' } },
+            );
+            const newPatientId = p?.createPatient?.id;
+            await gql(
+                `mutation($data: LeadCreateInput!) { createLead(data: $data) { id } }`,
+                {
+                    data: {
+                        name: `AI — ${patientName}`,
+                        contactName: { firstName: fn, lastName: ln },
+                        contactPhone: { primaryPhoneNumber: `+91${cleanPhone}` },
+                        source: 'PHONE',
+                        status: 'APPOINTMENT_SET',
+                        interestedService: department,
+                        ...(newPatientId ? { patientId: newPatientId } : {}),
+                    },
+                },
+            );
+        } else if (resolved?.leadId) {
+            await gql(
+                `mutation($id: UUID!, $data: LeadUpdateInput!) { updateLead(id: $id, data: $data) { id } }`,
+                {
+                    id: resolved.leadId,
+                    data: {
+                        name: `AI — ${patientName}`,
+                        contactName: { firstName: fn, lastName: ln },
+                        source: 'PHONE',
+                        status: 'APPOINTMENT_SET',
+                        interestedService: department,
+                    },
+                },
+            );
+            if (resolved.patientId) {
+                await gql(
+                    `mutation($id: UUID!, $data: PatientUpdateInput!) { updatePatient(id: $id, data: $data) { id } }`,
+                    { id: resolved.patientId, data: { fullName: { firstName: fn, lastName: ln } } },
+                );
+            }
+        }
+
+        const refNum = `GH-${Date.now().toString().slice(-6)}`;
+        if (result?.createAppointment?.id) {
+            console.log(`[LIVEKIT-AGENT] Appointment created: ${result.createAppointment.id}`);
+            return `Appointment booked successfully! Reference number ${refNum}. ${patientName} is scheduled for ${department} on ${preferredDate} at ${preferredTime} with ${doctor?.name ?? 'an available doctor'}. A confirmation SMS will be sent to ${phoneNumber}.`;
+        }
+        return `I have noted the appointment request. Reference number ${refNum}. Our team will confirm the booking and send an SMS to ${phoneNumber}.`;
+    },
+});
+
+const collectLeadInfo = llm.tool({
+    description: 'Save the caller as a lead/enquiry when they are interested but not ready to book. Collect their name and phone number.',
+    parameters: z.object({
+        name: z.string().describe('Caller name'),
+        phoneNumber: z.string().describe('Caller phone number'),
+        interest: z.string().describe('What they are interested in or enquiring about'),
+    }),
+    execute: async ({ name, phoneNumber, interest }) => {
+        console.log(`[LIVEKIT-AGENT] Lead: ${name} | ${phoneNumber} | ${interest}`);
+
+        const cleanPhone = phoneNumber.replace(/[^0-9]/g, '').slice(-10);
+        const resolved = await resolveCaller(cleanPhone);
+        const fn = name.split(' ')[0];
+        const ln = name.split(' ').slice(1).join(' ') || '';
+
+        if (resolved?.isNew) {
+            // Net-new caller — create Patient + Lead with the AI-collected name.
+            const p = await gql(
+                `mutation($data: PatientCreateInput!) { createPatient(data: $data) { id } }`,
+                { data: { fullName: { firstName: fn, lastName: ln }, phones: { primaryPhoneNumber: `+91${cleanPhone}` }, patientType: 'NEW' } },
+            );
+            const newPatientId = p?.createPatient?.id;
+            const created = await gql(
+                `mutation($data: LeadCreateInput!) { createLead(data: $data) { id } }`,
+                {
+                    data: {
+                        name: `AI Enquiry — ${name}`,
+                        contactName: { firstName: fn, lastName: ln },
+                        contactPhone: { primaryPhoneNumber: `+91${cleanPhone}` },
+                        source: 'PHONE',
+                        status: 'NEW',
+                        interestedService: interest,
+                        ...(newPatientId ? { patientId: newPatientId } : {}),
+                    },
+                },
+            );
+            console.log(`[LIVEKIT-AGENT] Lead created: ${created?.createLead?.id ?? 'none'} (patient ${newPatientId ?? 'none'})`);
+        } else if (resolved?.leadId) {
+            await gql(
+                `mutation($id: UUID!, $data: LeadUpdateInput!) { updateLead(id: $id, data: $data) { id } }`,
+                {
+                    id: resolved.leadId,
+                    data: {
+                        name: `AI Enquiry — ${name}`,
+                        contactName: { firstName: fn, lastName: ln },
+                        source: 'PHONE',
+                        status: 'NEW',
+                        interestedService: interest,
+                    },
+                },
+            );
+            if (resolved.patientId) {
+                await gql(
+                    `mutation($id: UUID!, $data: PatientUpdateInput!) { updatePatient(id: $id, data: $data) { id } }`,
+                    { id: resolved.patientId, data: { fullName: { firstName: fn, lastName: ln } } },
+                );
+            }
+            console.log(`[LIVEKIT-AGENT] Lead updated: ${resolved.leadId} (patient ${resolved.patientId})`);
+        }
+        return `Thank you ${name}. I have noted your enquiry about ${interest}. One of our team members will call you back on ${phoneNumber} shortly.`;
+    },
+});
+
+const transferToAgent = llm.tool({
+    description: 'Transfer the call to a human agent. Use this when the caller explicitly asks to speak with a person, or when the query is too complex.',
+    parameters: z.object({
+        reason: z.string().describe('Why the caller needs a human agent'),
+    }),
+    execute: async ({ reason }) => {
+        console.log(`[LIVEKIT-AGENT] Transfer requested: ${reason}`);
+        // TODO: When SIP is connected, trigger Ozonetel transfer via sidecar API
+        return 'I am transferring you to one of our agents now. Please hold for a moment. If no agent is available, someone will call you back within 15 minutes.';
+    },
+});
+
+// ─── Agent ────────────────────────────────────────────────────────────
+
+const hospitalAgent = new voice.Agent({
+    instructions: `You are the AI receptionist for Global Hospital, Bangalore. Your name is Helix.
+
+PERSONALITY:
+- Warm, professional, and empathetic
+- Speak clearly and at a moderate pace
+- Use simple language — many callers may not be fluent in English
+- Be concise — this is a phone call, not a chat
+- Respond in the same language the caller uses (English, Hindi, Kannada)
+
+CAPABILITIES:
+- Answer questions about hospital departments, doctors, and specialties
+- Book appointments — collect: name, phone, department, preferred date/time, reason
+- Take messages and create enquiries for callback
+- Transfer to a human agent when needed
+
+HOSPITAL INFO:
+- Global Hospital, Bangalore
+- Open Monday to Saturday, 8 AM to 8 PM
+- Emergency services available 24/7
+- Departments: ${hospitalContext.departments.join(', ') || 'Cardiology, Orthopedics, Gynecology, General Medicine, ENT'}
+
+RULES:
+- Greet: "Hello, thank you for calling Global Hospital. This is Helix, how may I help you today?"
+- If caller asks about pricing, say you will have the team call back with details
+- Never give medical advice — always recommend consulting a doctor
+- If the caller is in an emergency, tell them to visit the ER immediately or call 108
+- Always confirm all details before booking an appointment
+- End calls politely: "Thank you for calling Global Hospital. Have a good day!"
+- If you cannot understand the caller, politely ask them to repeat`,
+    llm: new google.beta.realtime.RealtimeModel({
+        model: 'gemini-2.5-flash-native-audio-latest',
+        voice: 'Aoede',
+        temperature: 0.7,
+    }),
+    tools: { lookupDoctor, bookAppointment, collectLeadInfo, transferToAgent },
+});
+
+// ─── Entry Point ──────────────────────────────────────────────────────
+
+export default defineAgent({
+    prewarm: async (proc) => {
+        proc.userData.vad = await silero.VAD.load();
+        await loadHospitalContext();
+    },
+    entry: async (ctx) => {
+        await ctx.connect();
+        console.log(`[LIVEKIT-AGENT] Connected to room: ${ctx.room.name}`);
+
+        const session = new voice.AgentSession({
+            vad: ctx.proc.userData.vad as VAD,
+        });
+
+        await session.start({ agent: hospitalAgent, room: ctx.room });
+        console.log('[LIVEKIT-AGENT] Voice session started');
+
+        // Gemini Realtime handles greeting via instructions — no separate say() needed
+    },
+});
+
+// CLI runner
+if (require.main === module) {
+    const options = new WorkerOptions({
+        agent: __filename,
+    });
+    const { cli } = require('@livekit/agents');
+    cli.runApp(options);
+}

src/logging/log-stream.service.ts

@@ -0,0 +1,61 @@
+import { ConsoleLogger } from '@nestjs/common';
+import { Subject } from 'rxjs';
+
+export type LogEntry = {
+    timestamp: string;
+    level: 'log' | 'error' | 'warn' | 'debug' | 'verbose';
+    context: string;
+    message: string;
+};
+
+// Singleton — created once in main.ts, accessed by the SSE controller
+// via LogStreamService.instance. NestJS DI isn't available at bootstrap
+// time (the logger is created before the container), so we use a static
+// instance instead of @Injectable().
+export class LogStreamService extends ConsoleLogger {
+    static readonly instance = new LogStreamService();
+    readonly logSubject = new Subject<LogEntry>();
+    private readonly buffer: LogEntry[] = [];
+    private static readonly MAX_BUFFER = 500;
+
+    getRecentLogs(limit = 200): LogEntry[] {
+        return this.buffer.slice(-limit);
+    }
+
+    private emit(level: LogEntry['level'], message: unknown, context?: string) {
+        const entry: LogEntry = {
+            timestamp: new Date().toISOString(),
+            level,
+            context: context ?? this.context ?? '',
+            message: typeof message === 'string' ? message : JSON.stringify(message),
+        };
+        this.buffer.push(entry);
+        if (this.buffer.length > LogStreamService.MAX_BUFFER) this.buffer.shift();
+        this.logSubject.next(entry);
+    }
+
+    log(message: unknown, context?: string) {
+        super.log(message, context);
+        this.emit('log', message, context);
+    }
+
+    error(message: unknown, stack?: string, context?: string) {
+        super.error(message, stack, context);
+        this.emit('error', message, context);
+    }
+
+    warn(message: unknown, context?: string) {
+        super.warn(message, context);
+        this.emit('warn', message, context);
+    }
+
+    debug(message: unknown, context?: string) {
+        super.debug(message, context);
+        this.emit('debug', message, context);
+    }
+
+    verbose(message: unknown, context?: string) {
+        super.verbose(message, context);
+        this.emit('verbose', message, context);
+    }
+}

src/main.ts

@@ -1,9 +1,13 @@
 import { NestFactory } from '@nestjs/core';
+import type { NestExpressApplication } from '@nestjs/platform-express';
+import { join } from 'path';
 import { AppModule } from './app.module';
 import { ConfigService } from '@nestjs/config';
+import { LogStreamService } from './logging/log-stream.service';
 
 async function bootstrap() {
-    const app = await NestFactory.create(AppModule);
+    const logger = LogStreamService.instance;
+    const app = await NestFactory.create<NestExpressApplication>(AppModule, { logger });
     const config = app.get(ConfigService);
 
     app.enableCors({
@@ -11,6 +15,17 @@ async function bootstrap() {
         credentials: true,
     });
 
+    // Serve widget.js and other static files from /public
+    // In dev mode __dirname = src/, in prod __dirname = dist/ — resolve from process.cwd()
+    app.useStaticAssets(join(process.cwd(), 'public'), {
+        setHeaders: (res, path) => {
+            if (path.endsWith('.js')) {
+                res.setHeader('Cache-Control', 'public, max-age=3600');
+                res.setHeader('Access-Control-Allow-Origin', '*');
+            }
+        },
+    });
+
     const port = config.get('port');
     await app.listen(port);
     console.log(`Helix Engage Server running on port ${port}`);

src/maint/maint.guard.ts

@@ -0,0 +1,20 @@
+import { CanActivate, ExecutionContext, Injectable, HttpException } from '@nestjs/common';
+import { ConfigService } from '@nestjs/config';
+
+@Injectable()
+export class MaintGuard implements CanActivate {
+    private readonly otp: string;
+
+    constructor(private config: ConfigService) {
+        this.otp = process.env.MAINT_OTP ?? '400168';
+    }
+
+    canActivate(context: ExecutionContext): boolean {
+        const request = context.switchToHttp().getRequest();
+        const provided = request.headers['x-maint-otp'] ?? request.body?.otp;
+        if (!provided || provided !== this.otp) {
+            throw new HttpException('Invalid maintenance OTP', 403);
+        }
+        return true;
+    }
+}

src/maint/maint.module.ts

@@ -0,0 +1,13 @@
+import { Module } from '@nestjs/common';
+import { PlatformModule } from '../platform/platform.module';
+import { OzonetelAgentModule } from '../ozonetel/ozonetel-agent.module';
+import { AuthModule } from '../auth/auth.module';
+import { SupervisorModule } from '../supervisor/supervisor.module';
+import { CallerResolutionModule } from '../caller/caller-resolution.module';
+import { MaintController } from './maint.controller';
+
+@Module({
+    imports: [PlatformModule, OzonetelAgentModule, AuthModule, SupervisorModule, CallerResolutionModule],
+    controllers: [MaintController],
+})
+export class MaintModule {}

src/masterdata/masterdata.controller.ts

@@ -0,0 +1,45 @@
+import { Controller, Get, Query, Logger } from '@nestjs/common';
+import { MasterdataService } from './masterdata.service';
+
+@Controller('api/masterdata')
+export class MasterdataController {
+    private readonly logger = new Logger(MasterdataController.name);
+
+    constructor(private masterdata: MasterdataService) {}
+
+    @Get('departments')
+    async departments() {
+        return this.masterdata.getDepartments();
+    }
+
+    @Get('doctors')
+    async doctors() {
+        return this.masterdata.getDoctors();
+    }
+
+    @Get('clinics')
+    async clinics() {
+        return this.masterdata.getClinics();
+    }
+
+    // Available time slots for a doctor on a given date.
+    // Computed from DoctorVisitSlot entities (doctor × clinic × dayOfWeek).
+    // Returns 30-min slots within the doctor's visiting window for that day.
+    //
+    // GET /api/masterdata/slots?doctorId=xxx&date=2026-04-15
+    @Get('slots')
+    async slots(
+        @Query('doctorId') doctorId: string,
+        @Query('date') date: string,
+    ) {
+        if (!doctorId || !date) return [];
+        return this.masterdata.getAvailableSlots(doctorId, date);
+    }
+
+    // Force cache refresh (admin use)
+    @Get('refresh')
+    async refresh() {
+        await this.masterdata.invalidateAll();
+        return { refreshed: true };
+    }
+}

src/masterdata/masterdata.module.ts

@@ -0,0 +1,13 @@
+import { Module } from '@nestjs/common';
+import { PlatformModule } from '../platform/platform.module';
+import { AuthModule } from '../auth/auth.module';
+import { MasterdataController } from './masterdata.controller';
+import { MasterdataService } from './masterdata.service';
+
+@Module({
+    imports: [PlatformModule, AuthModule],
+    controllers: [MasterdataController],
+    providers: [MasterdataService],
+    exports: [MasterdataService],
+})
+export class MasterdataModule {}

src/masterdata/masterdata.service.ts

@@ -0,0 +1,213 @@
+import { Injectable, Logger, OnModuleInit } from '@nestjs/common';
+import { ConfigService } from '@nestjs/config';
+import { PlatformGraphqlService } from '../platform/platform-graphql.service';
+import { SessionService } from '../auth/session.service';
+
+// Master data: cached lookups for departments, doctors, clinics.
+// Fetched from the platform on first request, cached in Redis with TTL.
+// Frontend dropdowns use these instead of direct GraphQL queries.
+
+const CACHE_TTL = 300; // 5 minutes
+const KEY_DEPARTMENTS = 'masterdata:departments';
+const KEY_DOCTORS = 'masterdata:doctors';
+const KEY_CLINICS = 'masterdata:clinics';
+
+@Injectable()
+export class MasterdataService implements OnModuleInit {
+    private readonly logger = new Logger(MasterdataService.name);
+    private readonly apiKey: string;
+
+    constructor(
+        private config: ConfigService,
+        private platform: PlatformGraphqlService,
+        private cache: SessionService,
+    ) {
+        this.apiKey = this.config.get<string>('platform.apiKey') ?? process.env.PLATFORM_API_KEY ?? '';
+    }
+
+    async onModuleInit() {
+        // Warm cache on startup
+        try {
+            await this.getDepartments();
+            await this.getDoctors();
+            await this.getClinics();
+            this.logger.log('Master data cache warmed');
+        } catch (err: any) {
+            this.logger.warn(`Cache warm failed: ${err.message}`);
+        }
+    }
+
+    async getDepartments(): Promise<string[]> {
+        const cached = await this.cache.getCache(KEY_DEPARTMENTS);
+        if (cached) return JSON.parse(cached);
+
+        const auth = `Bearer ${this.apiKey}`;
+        const data = await this.platform.queryWithAuth<any>(
+            `{ doctors(first: 500) { edges { node { department } } } }`,
+            undefined, auth,
+        );
+
+        const departments = Array.from(new Set(
+            data.doctors.edges
+                .map((e: any) => e.node.department)
+                .filter((d: string) => d && d.trim()),
+        )).sort() as string[];
+
+        await this.cache.setCache(KEY_DEPARTMENTS, JSON.stringify(departments), CACHE_TTL);
+        this.logger.log(`Cached ${departments.length} departments`);
+        return departments;
+    }
+
+    async getDoctors(): Promise<Array<{ id: string; name: string; department: string; qualifications: string }>> {
+        const cached = await this.cache.getCache(KEY_DOCTORS);
+        if (cached) return JSON.parse(cached);
+
+        const auth = `Bearer ${this.apiKey}`;
+        const data = await this.platform.queryWithAuth<any>(
+            `{ doctors(first: 500) { edges { node {
+                id name department qualifications specialty active
+                fullName { firstName lastName }
+            } } } }`,
+            undefined, auth,
+        );
+
+        const doctors = data.doctors.edges
+            .map((e: any) => ({
+                id: e.node.id,
+                name: e.node.name ?? `${e.node.fullName?.firstName ?? ''} ${e.node.fullName?.lastName ?? ''}`.trim(),
+                department: e.node.department ?? '',
+                qualifications: e.node.qualifications ?? '',
+                specialty: e.node.specialty ?? '',
+                active: e.node.active ?? true,
+            }))
+            .filter((d: any) => d.active !== false);
+
+        await this.cache.setCache(KEY_DOCTORS, JSON.stringify(doctors), CACHE_TTL);
+        this.logger.log(`Cached ${doctors.length} doctors`);
+        return doctors;
+    }
+
+    async getClinics(): Promise<Array<{ id: string; name: string; phone: string; address: string; opensAt: string; closesAt: string }>> {
+        const cached = await this.cache.getCache(KEY_CLINICS);
+        if (cached) return JSON.parse(cached);
+
+        const auth = `Bearer ${this.apiKey}`;
+        const data = await this.platform.queryWithAuth<any>(
+            `{ clinics(first: 50) { edges { node {
+                id clinicName status opensAt closesAt
+                phone { primaryPhoneNumber }
+                addressCustom { addressCity addressState }
+            } } } }`,
+            undefined, auth,
+        );
+
+        const clinics = data.clinics.edges
+            .filter((e: any) => e.node.status !== 'INACTIVE')
+            .map((e: any) => ({
+                id: e.node.id,
+                name: e.node.clinicName ?? '',
+                phone: e.node.phone?.primaryPhoneNumber ?? '',
+                opensAt: e.node.opensAt ?? '08:00',
+                closesAt: e.node.closesAt ?? '20:00',
+                address: [e.node.addressCustom?.addressCity, e.node.addressCustom?.addressState].filter(Boolean).join(', '),
+            }));
+
+        await this.cache.setCache(KEY_CLINICS, JSON.stringify(clinics), CACHE_TTL);
+        this.logger.log(`Cached ${clinics.length} clinics`);
+        return clinics;
+    }
+
+    // Available time slots for a doctor on a given date.
+    // Reads DoctorVisitSlot entities for the matching dayOfWeek,
+    // then generates 30-min slots within each visiting window.
+    async getAvailableSlots(doctorId: string, date: string): Promise<Array<{ time: string; label: string; clinicId: string; clinicName: string }>> {
+        const dayOfWeek = new Date(date).toLocaleDateString('en-US', { weekday: 'long' }).toUpperCase();
+        const cacheKey = `masterdata:slots:${doctorId}:${dayOfWeek}`;
+
+        // Cache stores the UNFILTERED full-day slot list (keyed by dayOfWeek,
+        // so it's reusable across dates that fall on the same weekday). The
+        // "hide past slots on today" filter is applied AFTER cache read so it
+        // stays correct as real-time advances without cache churn.
+        const cached = await this.cache.getCache(cacheKey);
+        if (cached) return this.filterPastSlotsForToday(JSON.parse(cached), date);
+
+        const auth = `Bearer ${this.apiKey}`;
+        const data = await this.platform.queryWithAuth<any>(
+            `{ doctorVisitSlots(first: 100, filter: { doctorId: { eq: "${doctorId}" }, dayOfWeek: { eq: ${dayOfWeek} } }) {
+                edges { node { id startTime endTime clinic { id clinicName } } }
+            } }`,
+            undefined, auth,
+        );
+
+        const slots: Array<{ time: string; label: string; clinicId: string; clinicName: string }> = [];
+
+        for (const edge of data.doctorVisitSlots?.edges ?? []) {
+            const node = edge.node;
+            const clinicId = node.clinic?.id ?? '';
+            const clinicName = node.clinic?.clinicName ?? '';
+            const startTime = node.startTime ?? '09:00';
+            const endTime = node.endTime ?? '17:00';
+
+            // Generate 30-min slots within visiting window
+            const [startH, startM] = startTime.split(':').map(Number);
+            const [endH, endM] = endTime.split(':').map(Number);
+            let h = startH, m = startM ?? 0;
+            const endMin = endH * 60 + (endM ?? 0);
+
+            while (h * 60 + m < endMin) {
+                const hh = h.toString().padStart(2, '0');
+                const mm = m.toString().padStart(2, '0');
+                const ampm = h < 12 ? 'AM' : 'PM';
+                const displayH = h === 0 ? 12 : h > 12 ? h - 12 : h;
+                slots.push({
+                    time: `${hh}:${mm}`,
+                    label: `${displayH}:${mm.toString().padStart(2, '0')} ${ampm} — ${clinicName}`,
+                    clinicId,
+                    clinicName,
+                });
+                m += 30;
+                if (m >= 60) { h++; m = 0; }
+            }
+        }
+
+        // Sort by time
+        slots.sort((a, b) => a.time.localeCompare(b.time));
+
+        // Cache the full UNFILTERED list so reuse across dates (same dayOfWeek)
+        // doesn't mis-serve filtered data from an earlier date.
+        await this.cache.setCache(cacheKey, JSON.stringify(slots), CACHE_TTL);
+        this.logger.log(`Generated ${slots.length} slots for doctor ${doctorId} on ${dayOfWeek}`);
+
+        return this.filterPastSlotsForToday(slots, date);
+    }
+
+    // When the requested date is today (IST), hide slots whose time has
+    // already passed (30-min buffer so we don't offer the impossible-to-keep
+    // "in 5 minutes" slot). Applies to both cache-hit and fresh fetch paths.
+    private filterPastSlotsForToday(
+        slots: Array<{ time: string; label: string; clinicId: string; clinicName: string }>,
+        date: string,
+    ): Array<{ time: string; label: string; clinicId: string; clinicName: string }> {
+        const todayIst = new Date().toLocaleDateString('en-CA', { timeZone: 'Asia/Kolkata' });
+        if (date !== todayIst) return slots;
+
+        const nowHHMM = new Date().toLocaleTimeString('en-GB', {
+            timeZone: 'Asia/Kolkata', hour: '2-digit', minute: '2-digit',
+        });
+        const [nowH, nowM] = nowHHMM.split(':').map(Number);
+        const cutoff = nowH * 60 + nowM + 30; // 30-min buffer
+        const filtered = slots.filter((s) => {
+            const [h, m] = s.time.split(':').map(Number);
+            return h * 60 + m >= cutoff;
+        });
+        this.logger.log(`[SLOTS] Today filter: ${slots.length} → ${filtered.length} (now=${nowHHMM} IST, cutoff=${Math.floor(cutoff / 60)}:${String(cutoff % 60).padStart(2, '0')})`);
+        return filtered;
+    }
+
+    async invalidateAll(): Promise<void> {
+        await this.cache.setCache(KEY_DEPARTMENTS, '', 1);
+        await this.cache.setCache(KEY_DOCTORS, '', 1);
+        await this.cache.setCache(KEY_CLINICS, '', 1);
+        this.logger.log('Master data cache invalidated');
+    }
+}

src/ozonetel/cdr-enrichment.service.ts

@@ -0,0 +1,174 @@
+import { Injectable, Logger, OnModuleInit, OnModuleDestroy } from '@nestjs/common';
+import { OzonetelAgentService } from './ozonetel-agent.service';
+import { PlatformGraphqlService } from '../platform/platform-graphql.service';
+import { AgentLookupService } from '../platform/agent-lookup.service';
+
+/**
+ * Periodically pulls Ozonetel CDR (per-row, includes unique AgentID) and
+ * enriches Call records that were created from the missed-call webhook
+ * or outbound dispose without the authoritative agent relation.
+ *
+ * Runs every 30 minutes — well under Ozonetel's 2-req/min cap on the CDR
+ * endpoints (one fetch per workspace per tick = 2/hour).
+ *
+ * Pairs Call rows to CDR rows by `ucid`. Only patches Calls that are
+ * missing `agentId` / `transferredTo` / `transferType` — idempotent.
+ */
+const ENRICHMENT_INTERVAL_MS = 30 * 60 * 1000;
+const ENRICHMENT_DATE_WINDOW_DAYS = 2; // today + yesterday in case late-arriving calls straddle IST midnight
+
+@Injectable()
+export class CdrEnrichmentService implements OnModuleInit, OnModuleDestroy {
+    private readonly logger = new Logger(CdrEnrichmentService.name);
+    private timer: NodeJS.Timeout | null = null;
+
+    constructor(
+        private readonly ozonetel: OzonetelAgentService,
+        private readonly platform: PlatformGraphqlService,
+        private readonly agentLookup: AgentLookupService,
+    ) {}
+
+    async onModuleInit() {
+        // Kick off after 60s so the sidecar isn't hammering platform during boot,
+        // then settle into the 30-min cadence.
+        setTimeout(() => {
+            this.runOnce().catch((err) => {
+                this.logger.warn(`[CDR-ENRICH] First run failed: ${err?.message ?? err}`);
+            });
+        }, 60_000);
+        this.timer = setInterval(() => {
+            this.runOnce().catch((err) => {
+                this.logger.warn(`[CDR-ENRICH] Tick failed: ${err?.message ?? err}`);
+            });
+        }, ENRICHMENT_INTERVAL_MS);
+    }
+
+    onModuleDestroy() {
+        if (this.timer) clearInterval(this.timer);
+    }
+
+    async runOnce(): Promise<{ scanned: number; enriched: number; skipped: number }> {
+        let scanned = 0;
+        let enriched = 0;
+        let skipped = 0;
+
+        // Walk the IST-date window. For each date, pull CDR + patch Calls.
+        // Sleep 35s between dates — Ozonetel caps CDR endpoints at 2 req/min
+        // and the dispose flow shares that budget (fetchCdrByUCID per outbound).
+        const dates = this.recentDatesIst(ENRICHMENT_DATE_WINDOW_DAYS);
+        for (let i = 0; i < dates.length; i++) {
+            const date = dates[i];
+            if (i > 0) await new Promise((r) => setTimeout(r, 35_000));
+            const cdrRows = await this.ozonetel.fetchCDR({ date }).catch(() => []);
+            if (cdrRows.length === 0) continue;
+
+            // Build UCID → cdr-row map so we can O(1) join per Call.
+            // Ozonetel emits two identifiers per call — `UCID` (caller-leg)
+            // and `monitorUCID` (agent-leg). The webhook stores `monitorUCID`,
+            // but the bulk CDR rows are keyed on caller-leg `UCID`. Index
+            // both so the lookup at line ~79 finds the row regardless of
+            // which side was persisted. Without this, transferred inbound
+            // calls never get their agent relation enriched.
+            const byUcid = new Map<string, any>();
+            for (const row of cdrRows) {
+                const ucid = String(row.UCID ?? '').trim();
+                const monitorUcid = String(row.monitorUCID ?? '').trim();
+                if (ucid) byUcid.set(ucid, row);
+                if (monitorUcid && monitorUcid !== ucid) byUcid.set(monitorUcid, row);
+            }
+            if (byUcid.size === 0) continue;
+
+            // Pull Calls in the same date window that are missing agent linkage
+            // (i.e. ucid set, agentId null). Patch each.
+            const calls = await this.fetchCallsMissingAgent(date);
+            scanned += calls.length;
+
+            for (const call of calls) {
+                const cdrRow = byUcid.get(String(call.ucid).trim());
+                if (!cdrRow) { skipped++; continue; }
+
+                const patch: Record<string, any> = {};
+                if (!call.agentId) {
+                    // Primary resolution: use AgentID from CDR (unique lowercase id).
+                    const cdrAgentId = cdrRow.AgentID;
+                    let uuid = cdrAgentId
+                        ? await this.agentLookup.resolveByOzonetelId(cdrAgentId)
+                        : null;
+                    // Fallback: CDR AgentName may be a chain ("A -> B") for
+                    // transferred calls. Pick the final handler (last segment)
+                    // and look it up by display name or ozonetelId. Matches
+                    // the write-time resolution in missed-call-webhook.
+                    if (!uuid && cdrRow.AgentName) {
+                        const segments = String(cdrRow.AgentName).split('->').map((s) => s.trim()).filter(Boolean);
+                        const finalHandler = segments[segments.length - 1];
+                        if (finalHandler) {
+                            uuid =
+                                (await this.agentLookup.resolveByOzonetelId(finalHandler)) ??
+                                (await this.agentLookup.resolveByDisplayName(finalHandler));
+                        }
+                    }
+                    if (uuid) patch.agentId = uuid;
+                    if (cdrRow.AgentName) patch.agentName = cdrRow.AgentName;
+                }
+                if (cdrRow.TransferredTo && !call.transferredTo) patch.transferredTo = cdrRow.TransferredTo;
+                if (cdrRow.TransferType && !call.transferType) patch.transferType = cdrRow.TransferType;
+
+                if (Object.keys(patch).length === 0) { skipped++; continue; }
+
+                try {
+                    await this.platform.query<any>(
+                        `mutation($id: UUID!, $data: CallUpdateInput!) { updateCall(id: $id, data: $data) { id } }`,
+                        { id: call.id, data: patch },
+                    );
+                    enriched++;
+                    await new Promise((r) => setTimeout(r, 50));
+                } catch (err: any) {
+                    this.logger.warn(`[CDR-ENRICH] Patch failed for ${call.id}: ${err?.message ?? err}`);
+                    skipped++;
+                }
+            }
+        }
+
+        if (scanned > 0 || enriched > 0) {
+            this.logger.log(`[CDR-ENRICH] Pass complete — dates=[${dates.join(',')}] scanned=${scanned} enriched=${enriched} skipped=${skipped}`);
+        }
+        return { scanned, enriched, skipped };
+    }
+
+    private async fetchCallsMissingAgent(date: string): Promise<Array<{ id: string; ucid: string | null; agentId: string | null; transferredTo: string | null; transferType: string | null }>> {
+        // Bound by IST day. CDR window is 15 days; we only ever need recent.
+        const gte = `${date}T00:00:00+05:30`;
+        const lte = `${date}T23:59:59+05:30`;
+        const results: Array<any> = [];
+        let after: string | null = null;
+
+        for (let page = 0; page < 20; page++) {
+            const cursorArg: string = after ? `, after: "${after}"` : '';
+            const data: any = await this.platform.query<any>(
+                `{ calls(first: 200${cursorArg}, filter: {
+                    startedAt: { gte: "${gte}", lte: "${lte}" },
+                    ucid: { is: NOT_NULL },
+                    agentId: { is: NULL }
+                }) {
+                    edges { node { id ucid agentId transferredTo transferType } }
+                    pageInfo { hasNextPage endCursor }
+                } }`,
+            ).catch(() => ({ calls: { edges: [], pageInfo: {} } }));
+            const edges = data?.calls?.edges ?? [];
+            for (const e of edges) results.push(e.node);
+            const pageInfo = data?.calls?.pageInfo ?? {};
+            if (!pageInfo.hasNextPage) break;
+            after = pageInfo.endCursor ?? null;
+        }
+        return results;
+    }
+
+    private recentDatesIst(n: number): string[] {
+        const dates: string[] = [];
+        for (let i = 0; i < n; i++) {
+            const d = new Date(Date.now() + 5.5 * 60 * 60 * 1000 - i * 24 * 60 * 60 * 1000);
+            dates.push(d.toISOString().slice(0, 10));
+        }
+        return dates;
+    }
+}

src/ozonetel/kookoo-ivr.controller.ts

@@ -1,15 +1,17 @@
 import { Controller, Get, Query, Logger, Header } from '@nestjs/common';
-import { ConfigService } from '@nestjs/config';
+import { TelephonyConfigService } from '../config/telephony-config.service';
 
 @Controller('kookoo')
 export class KookooIvrController {
     private readonly logger = new Logger(KookooIvrController.name);
-    private readonly sipId: string;
-    private readonly callerId: string;
 
-    constructor(private config: ConfigService) {
+    constructor(private telephony: TelephonyConfigService) {}
-        this.sipId = process.env.OZONETEL_SIP_ID ?? '523590';
+
-        this.callerId = process.env.OZONETEL_DID ?? '918041763265';
+    private get sipId(): string {
+        return this.telephony.getConfig().ozonetel.sipId || '523590';
+    }
+    private get callerId(): string {
+        return this.telephony.getConfig().ozonetel.did || '918041763265';
     }
 
     @Get('ivr')

src/ozonetel/ozonetel-admin-auth.service.ts

@@ -0,0 +1,127 @@
+import { Injectable, Logger, OnModuleInit } from '@nestjs/common';
+import { publicEncrypt, constants as cryptoConstants } from 'crypto';
+import axios from 'axios';
+import { TelephonyConfigService } from '../config/telephony-config.service';
+
+// Ozonetel admin API auth — login with RSA-encrypted credentials, cache JWT.
+// Used by supervisor barge endpoints to call dashboardApi.
+//
+// Auth flow (from CA-Admin source code):
+// 1. GET /api/auth/public-key → { publicKey, keyId }
+// 2. RSA-encrypt username + password with publicKey
+// 3. POST /auth/login → JWT token
+// 4. All admin API calls use: Authorization: Bearer <jwt>, userId, userName, isSuperAdmin
+
+@Injectable()
+export class OzonetelAdminAuthService implements OnModuleInit {
+    private readonly logger = new Logger(OzonetelAdminAuthService.name);
+    private cachedToken: string | null = null;
+    private cachedUserId: string | null = null;
+    private cachedUserName: string | null = null;
+    private tokenExpiresAt = 0;
+
+    constructor(private readonly telephony: TelephonyConfigService) {}
+
+    async onModuleInit() {
+        const config = this.telephony.getConfig();
+        if (config.ozonetel.adminUsername && config.ozonetel.adminPassword) {
+            this.logger.log('Ozonetel admin credentials configured — will authenticate on first use');
+        } else {
+            this.logger.warn('Ozonetel admin credentials not configured — supervisor barge will be unavailable');
+        }
+    }
+
+    private get apiBase(): string {
+        return 'https://api.cloudagent.ozonetel.com';
+    }
+
+    async getAuthHeaders(): Promise<Record<string, string>> {
+        const token = await this.getToken();
+        return {
+            'Content-Type': 'application/json',
+            'Authorization': `Bearer ${token}`,
+            'userId': this.cachedUserId ?? '',
+            'userName': this.cachedUserName ?? '',
+            'isSuperAdmin': 'true',
+            'dAccessType': 'false',
+        };
+    }
+
+    async getToken(): Promise<string> {
+        if (this.cachedToken && Date.now() < this.tokenExpiresAt) {
+            return this.cachedToken;
+        }
+        return this.login();
+    }
+
+    private rsaEncrypt(publicKeyRaw: string, plaintext: string): string {
+        // Ozonetel returns raw base64 without PEM headers — wrap it
+        const pem = publicKeyRaw.includes('-----BEGIN')
+            ? publicKeyRaw
+            : `-----BEGIN PUBLIC KEY-----\n${publicKeyRaw}\n-----END PUBLIC KEY-----`;
+        const buffer = Buffer.from(plaintext, 'utf8');
+        const encrypted = publicEncrypt(
+            { key: pem, padding: cryptoConstants.RSA_PKCS1_PADDING },
+            buffer,
+        );
+        return encrypted.toString('base64');
+    }
+
+    private async login(): Promise<string> {
+        const config = this.telephony.getConfig();
+        const { adminUsername, adminPassword } = config.ozonetel;
+
+        if (!adminUsername || !adminPassword) {
+            throw new Error('Ozonetel admin credentials not configured');
+        }
+
+        // Step 1: Get RSA public key
+        this.logger.log('Fetching Ozonetel public key...');
+        const preLoginRes = await axios.get(`${this.apiBase}/api/auth/public-key`);
+        const { publicKey, keyId } = preLoginRes.data;
+
+        if (!publicKey || !keyId) {
+            throw new Error('Failed to get Ozonetel public key');
+        }
+
+        // Step 2: RSA-encrypt credentials using Node crypto
+        const encryptedUsername = this.rsaEncrypt(publicKey, adminUsername);
+        const encryptedPassword = this.rsaEncrypt(publicKey, adminPassword);
+
+        // Step 3: Login
+        this.logger.log('Logging into Ozonetel admin portal...');
+        const loginRes = await axios.post(`${this.apiBase}/auth/login`, {
+            username: encryptedUsername,
+            password: encryptedPassword,
+            keyId,
+            ltype: 'PORTAL',
+        }, {
+            headers: { 'Content-Type': 'application/json' },
+        });
+
+        const data = loginRes.data;
+        if (!data.token) {
+            throw new Error(`Ozonetel admin login failed: ${JSON.stringify(data)}`);
+        }
+
+        this.cachedToken = data.token;
+        this.cachedUserId = data.userId?.toString() ?? data.UserId?.toString() ?? '';
+        this.cachedUserName = data.name ?? adminUsername;
+
+        // Decode token expiry — fallback to 6 hours
+        try {
+            const payload = JSON.parse(Buffer.from(data.token.split('.')[1], 'base64').toString());
+            this.tokenExpiresAt = (payload.exp ?? 0) * 1000 - 60_000; // refresh 1 min early
+        } catch {
+            this.tokenExpiresAt = Date.now() + 6 * 60 * 60 * 1000;
+        }
+
+        this.logger.log(`Ozonetel admin login successful (userId=${this.cachedUserId}, expires in ${Math.round((this.tokenExpiresAt - Date.now()) / 60000)}min)`);
+        return this.cachedToken!;
+    }
+
+    isConfigured(): boolean {
+        const config = this.telephony.getConfig();
+        return !!(config.ozonetel.adminUsername && config.ozonetel.adminPassword);
+    }
+}

src/ozonetel/ozonetel-agent.controller.ts

@@ -1,22 +1,42 @@
 import { Controller, Post, Get, Body, Query, Logger, HttpException } from '@nestjs/common';
-import { ConfigService } from '@nestjs/config';
 import { OzonetelAgentService } from './ozonetel-agent.service';
+import { MissedQueueService } from '../worklist/missed-queue.service';
+import { PlatformGraphqlService } from '../platform/platform-graphql.service';
+import { AgentLookupService } from '../platform/agent-lookup.service';
+import { EventBusService } from '../events/event-bus.service';
+import { Topics } from '../events/event-types';
+import { TelephonyConfigService } from '../config/telephony-config.service';
+import { SupervisorService } from '../supervisor/supervisor.service';
+import { AgentHistoryService } from '../supervisor/agent-history.service';
+
+// Convert Ozonetel "HH:MM:SS" (or null/empty) to integer seconds.
+// Returns null when input is missing or all-zero.
+function parseHmsToSec(raw: any): number | null {
+    if (!raw || typeof raw !== 'string') return null;
+    if (raw === '00:00:00') return null;
+    const parts = raw.split(':').map((p) => parseInt(p, 10));
+    if (parts.length !== 3 || parts.some((n) => isNaN(n))) return null;
+    return parts[0] * 3600 + parts[1] * 60 + parts[2];
+}
 
 @Controller('api/ozonetel')
 export class OzonetelAgentController {
     private readonly logger = new Logger(OzonetelAgentController.name);
-    private readonly defaultAgentId: string;
-    private readonly defaultAgentPassword: string;
-
-    private readonly defaultSipId: string;
 
     constructor(
         private readonly ozonetelAgent: OzonetelAgentService,
-        private readonly config: ConfigService,
+        private readonly telephony: TelephonyConfigService,
-    ) {
+        private readonly missedQueue: MissedQueueService,
-        this.defaultAgentId = config.get<string>('OZONETEL_AGENT_ID') ?? 'agent3';
+        private readonly platform: PlatformGraphqlService,
-        this.defaultAgentPassword = config.get<string>('OZONETEL_AGENT_PASSWORD') ?? '';
+        private readonly eventBus: EventBusService,
-        this.defaultSipId = config.get<string>('OZONETEL_SIP_ID') ?? '521814';
+        private readonly supervisor: SupervisorService,
+        private readonly agentLookup: AgentLookupService,
+        private readonly agentHistory: AgentHistoryService,
+    ) {}
+
+    private requireAgentId(agentId: string | undefined | null): string {
+        if (!agentId) throw new HttpException('agentId required', 400);
+        return agentId;
     }
 
     @Post('agent-login')
@@ -53,79 +73,286 @@ export class OzonetelAgentController {
         }
     }
 
-    @Post('agent-ready')
+    @Post('agent-state')
-    async agentReady() {
+    async agentState(
-        this.logger.log(`Force ready: logging out and back in agent ${this.defaultAgentId}`);
+        @Body() body: { agentId: string; state: 'Ready' | 'Pause'; pauseReason?: string },
+    ) {
+        if (!body.state) {
+            throw new HttpException('state required', 400);
+        }
+        const agentId = this.requireAgentId(body.agentId);
+
+        this.logger.log(`[AGENT-STATE] ${agentId} → ${body.state} (${body.pauseReason ?? 'none'})`);
 
         try {
-            await this.ozonetelAgent.logoutAgent({
+            const result = await this.ozonetelAgent.changeAgentState({
-                agentId: this.defaultAgentId,
+                agentId,
-                password: this.defaultAgentPassword,
+                state: body.state,
-            });
+                pauseReason: body.pauseReason,
-            const result = await this.ozonetelAgent.loginAgent({
-                agentId: this.defaultAgentId,
-                password: this.defaultAgentPassword,
-                phoneNumber: this.defaultSipId,
-                mode: 'blended',
             });
+            this.logger.log(`[AGENT-STATE] Ozonetel response: ${JSON.stringify(result)}`);
+
+            // Auto-assign missed call when agent goes Ready
+            if (body.state === 'Ready') {
+                try {
+                    const assigned = await this.missedQueue.assignNext(agentId);
+                    if (assigned) {
+                        this.logger.log(`[AGENT-STATE] Auto-assigned missed call ${assigned.id}`);
+                        return { ...result, assignedCall: assigned };
+                    }
+                } catch (err) {
+                    this.logger.warn(`[AGENT-STATE] Auto-assignment on Ready failed: ${err}`);
+                }
+            }
+
             return result;
         } catch (error: any) {
-            const message = error.response?.data?.message ?? error.message ?? 'Force ready failed';
+            const message = error.response?.data?.message ?? error.message ?? 'State change failed';
-            this.logger.error(`Force ready failed: ${message}`);
+            const responseData = error.response?.data ? JSON.stringify(error.response.data) : '';
-            throw new HttpException(message, error.response?.status ?? 502);
+            this.logger.error(`[AGENT-STATE] FAILED: ${message} ${responseData}`);
+            return { status: 'error', message };
         }
     }
 
+    // force-ready moved to /api/maint/force-ready
+
     @Post('dispose')
     async dispose(
         @Body() body: {
             ucid: string;
             disposition: string;
+            agentId: string;
             callerPhone?: string;
             direction?: string;
             durationSec?: number;
             leadId?: string;
+            leadName?: string;
             notes?: string;
+            missedCallId?: string;
         },
     ) {
         if (!body.ucid || !body.disposition) {
             throw new HttpException('ucid and disposition required', 400);
         }
 
-        this.logger.log(`Dispose: ucid=${body.ucid} disposition=${body.disposition}`);
+        const agentId = this.requireAgentId(body.agentId);
-
         const ozonetelDisposition = this.mapToOzonetelDisposition(body.disposition);
 
+        // Cancel the ACW auto-dispose timer — the frontend submitted disposition
+        this.supervisor.cancelAcwTimer(agentId);
+
+        this.logger.log(`[DISPOSE] ucid=${body.ucid} disposition=${body.disposition} → ozonetel="${ozonetelDisposition}" agentId=${agentId} callerPhone=${body.callerPhone ?? 'none'} direction=${body.direction ?? 'unknown'} leadId=${body.leadId ?? 'none'}`);
+
         try {
             const result = await this.ozonetelAgent.setDisposition({
-                agentId: this.defaultAgentId,
+                agentId,
                 ucid: body.ucid,
                 disposition: ozonetelDisposition,
             });
-            return result;
+            this.logger.log(`[DISPOSE] Ozonetel response: ${JSON.stringify(result)}`);
         } catch (error: any) {
             const message = error.response?.data?.message ?? error.message ?? 'Disposition failed';
-            this.logger.error(`Dispose failed: ${message}`);
+            const responseData = error.response?.data ? JSON.stringify(error.response.data) : '';
-            // Don't throw — disposition failure shouldn't block the UI
+            this.logger.error(`[DISPOSE] FAILED: ${message} ${responseData}`);
-            return { status: 'error', message };
         }
+
+        // Create call record for outbound calls. Inbound calls are
+        // created by the webhook — but we skip outbound in the webhook
+        // (they're not "missed calls"). So the dispose endpoint is the
+        // only place that creates the call record for outbound dials.
+        if (body.direction === 'OUTBOUND' && body.callerPhone) {
+            try {
+                const durationSec = body.durationSec ?? 0;
+                const endedAt = new Date().toISOString();
+                const startedAt = durationSec > 0
+                    ? new Date(Date.now() - durationSec * 1000).toISOString()
+                    : endedAt;
+                const callData: Record<string, any> = {
+                    name: `Outbound — ${body.callerPhone}`,
+                    direction: 'OUTBOUND',
+                    callStatus: 'COMPLETED',
+                    callerNumber: { primaryPhoneNumber: `+91${body.callerPhone.replace(/^\+?91/, '')}` },
+                    agentName: agentId,
+                    durationSec,
+                    disposition: body.disposition,
+                    startedAt,
+                    endedAt,
+                };
+                // Persist UCID so the CDR enrichment cron and backfill can
+                // resolve the authoritative agent relation even if the initial
+                // lookup misses.
+                if (body.ucid) callData.ucid = body.ucid;
+                // Resolve the agent relation from the logged-in agentId. For
+                // outbound, the dispatching agent IS the handler — no transfer.
+                const agentUuid = await this.agentLookup.resolveByOzonetelId(agentId);
+                if (agentUuid) callData.agentId = agentUuid;
+                if (body.leadId) callData.leadId = body.leadId;
+                if (body.leadName) callData.leadName = body.leadName;
+
+                const apiKey = process.env.PLATFORM_API_KEY;
+                if (apiKey) {
+                    const result = await this.platform.queryWithAuth<any>(
+                        `mutation($data: CallCreateInput!) { createCall(data: $data) { id } }`,
+                        { data: callData },
+                        `Bearer ${apiKey}`,
+                    );
+                    this.logger.log(`[DISPOSE] Created outbound call record: ${result.createCall.id}`);
+
+                    // Fetch recording URL from CDR after a delay (Ozonetel needs time to process)
+                    const callId = result.createCall.id;
+                    const ucid = body.ucid;
+                    const dateStr = new Date().toISOString().split('T')[0];
+                    setTimeout(async () => {
+                        try {
+                            // fetchCdrByUCID is the targeted lookup — Ozonetel resolves
+                            // leg-pair UCIDs server-side, so the agent-facing UCID we
+                            // hold reliably returns the call row and its CallAudio.
+                            const record = await this.ozonetelAgent.fetchCdrByUCID({ date: dateStr, ucid });
+                            const audioUrl = record?.CallAudio || record?.AudioFile;
+                            // Compose a single update with recording + SLA timing
+                            // fields. CDR exposes HandlingTime, WrapupDuration,
+                            // HoldDuration as HH:MM:SS strings.
+                            const updateData: Record<string, any> = {};
+                            if (audioUrl) {
+                                updateData.recording = { primaryLinkUrl: audioUrl, primaryLinkLabel: 'Recording' };
+                            }
+                            const handlingSec = parseHmsToSec(record?.HandlingTime);
+                            const wrapupSec = parseHmsToSec(record?.WrapupDuration);
+                            const holdSec = parseHmsToSec(record?.HoldDuration);
+                            if (handlingSec !== null) updateData.handlingTimeS = handlingSec;
+                            if (wrapupSec !== null) updateData.acwDurationS = wrapupSec;
+                            if (holdSec !== null) updateData.holdDurationS = holdSec;
+                            // Overwrite agent relation with CDR's AgentID (the
+                            // actual final handler; may differ from the caller
+                            // agentId if Ozonetel transferred the dial).
+                            const cdrAgentId = record?.AgentID;
+                            if (cdrAgentId) {
+                                const cdrAgentUuid = await this.agentLookup.resolveByOzonetelId(cdrAgentId);
+                                if (cdrAgentUuid) updateData.agentId = cdrAgentUuid;
+                                if (record.AgentName) updateData.agentName = record.AgentName;
+                            }
+                            if (record?.TransferredTo) updateData.transferredTo = record.TransferredTo;
+                            if (record?.TransferType) updateData.transferType = record.TransferType;
+                            if (Object.keys(updateData).length > 0) {
+                                await this.platform.queryWithAuth<any>(
+                                    `mutation($id: UUID!, $data: CallUpdateInput!) { updateCall(id: $id, data: $data) { id } }`,
+                                    { id: callId, data: updateData },
+                                    `Bearer ${apiKey}`,
+                                );
+                                this.logger.log(`[DISPOSE] Updated outbound call ${callId} ${audioUrl ? 'with recording + ' : ''}timing (handling=${handlingSec ?? 'na'}s wrap=${wrapupSec ?? 'na'}s hold=${holdSec ?? 'na'}s)`);
+                            } else {
+                                this.logger.warn(`[DISPOSE] No CallAudio or timing for ucid=${ucid} — record=${JSON.stringify(record ?? null)}`);
+                            }
+                        } catch (err: any) {
+                            this.logger.warn(`[DISPOSE] Failed to fetch recording for outbound call: ${err.message}`);
+                        }
+                    }, 30_000);
+                }
+            } catch (err: any) {
+                this.logger.warn(`[DISPOSE] Failed to create outbound call record: ${err.message}`);
+            }
+        }
+
+        // Handle missed call callback status update
+        if (body.missedCallId) {
+            const statusMap: Record<string, string> = {
+                APPOINTMENT_BOOKED: 'CALLBACK_COMPLETED',
+                APPOINTMENT_RESCHEDULED: 'CALLBACK_COMPLETED',
+                APPOINTMENT_CANCELLED: 'CALLBACK_COMPLETED',
+                INFO_PROVIDED: 'CALLBACK_COMPLETED',
+                FOLLOW_UP_SCHEDULED: 'CALLBACK_COMPLETED',
+                CALLBACK_REQUESTED: 'CALLBACK_COMPLETED',
+                NOT_INTERESTED: 'CALLBACK_COMPLETED',
+                WRONG_NUMBER: 'WRONG_NUMBER',
+                NO_ANSWER: 'CALLBACK_ATTEMPTED',
+            };
+            const newStatus = statusMap[body.disposition];
+            if (newStatus) {
+                try {
+                    await this.platform.query<any>(
+                        `mutation { updateCall(id: "${body.missedCallId}", data: { callbackStatus: ${newStatus}, disposition: ${body.disposition} }) { id } }`,
+                    );
+                } catch (err) {
+                    this.logger.warn(`Failed to update missed call status: ${err}`);
+                }
+            }
+        }
+
+        // Update disposition on answered inbound calls. The webhook creates
+        // the Call record with the Ozonetel default disposition ("General
+        // Enquiry" → INFO_PROVIDED) before the agent disposes. Now that the
+        // agent has submitted their actual disposition, write it back to the
+        // platform Call record by matching on UCID.
+        //
+        // Skipped for outbound (already created with correct disposition
+        // above) and for missed-call callbacks (handled in the block above).
+        if (!body.missedCallId && body.direction !== 'OUTBOUND' && body.ucid) {
+            try {
+                const callData = await this.platform.query<any>(
+                    `{ calls(first: 1, filter: { ucid: { eq: "${body.ucid}" } }) { edges { node { id } } } }`,
+                );
+                const callId = callData?.calls?.edges?.[0]?.node?.id;
+                if (callId) {
+                    await this.platform.query<any>(
+                        `mutation($id: UUID!, $data: CallUpdateInput!) { updateCall(id: $id, data: $data) { id } }`,
+                        { id: callId, data: { disposition: body.disposition } },
+                    );
+                    this.logger.log(`[DISPOSE] Updated inbound call ${callId} disposition → ${body.disposition}`);
+                } else {
+                    this.logger.warn(`[DISPOSE] No Call found for ucid=${body.ucid} — disposition not persisted`);
+                }
+            } catch (err: any) {
+                this.logger.warn(`[DISPOSE] Failed to update inbound call disposition: ${err.message}`);
+            }
+        }
+
+        // Auto-assign next missed call to this agent
+        try {
+            await this.missedQueue.assignNext(agentId);
+        } catch (err) {
+            this.logger.warn(`Auto-assignment after dispose failed: ${err}`);
+        }
+
+        // Emit event for downstream processing (AI insights, metrics, etc.)
+        this.eventBus.emit(Topics.CALL_COMPLETED, {
+            callId: null,
+            ucid: body.ucid,
+            agentId,
+            callerPhone: body.callerPhone ?? '',
+            direction: body.direction ?? 'INBOUND',
+            durationSec: body.durationSec ?? 0,
+            disposition: body.disposition,
+            leadId: body.leadId ?? null,
+            notes: body.notes ?? null,
+            timestamp: new Date().toISOString(),
+        }).catch(() => {});
+
+        return { status: 'ok' };
     }
 
     @Post('dial')
     async dial(
-        @Body() body: { phoneNumber: string; campaignName?: string; leadId?: string },
+        @Body() body: { phoneNumber: string; agentId: string; campaignName?: string; leadId?: string },
     ) {
         if (!body.phoneNumber) {
             throw new HttpException('phoneNumber required', 400);
         }
 
-        const campaignName = body.campaignName ?? process.env.OZONETEL_CAMPAIGN_NAME ?? 'Inbound_918041763265';
+        const agentId = this.requireAgentId(body.agentId);
+        const did = this.telephony.getConfig().ozonetel.did;
+        const campaignName = body.campaignName
+            || this.telephony.getConfig().ozonetel.campaignName
+            || (did ? `Inbound_${did}` : '');
 
-        this.logger.log(`Manual dial: ${body.phoneNumber} campaign=${campaignName} (lead: ${body.leadId ?? 'none'})`);
+        if (!campaignName) {
+            throw new HttpException('Campaign name not configured — set in Telephony settings or pass campaignName', 400);
+        }
+
+        this.logger.log(`[DIAL] phone=${body.phoneNumber} campaign=${campaignName} agentId=${agentId} lead=${body.leadId ?? 'none'}`);
 
         try {
             const result = await this.ozonetelAgent.manualDial({
-                agentId: this.defaultAgentId,
+                agentId,
                 campaignName,
                 customerNumber: body.phoneNumber,
             });
@@ -155,6 +382,13 @@ export class OzonetelAgentController {
 
         try {
             const result = await this.ozonetelAgent.callControl(body);
+
+            if (body.action === 'HOLD') {
+                this.supervisor.updateCallStatus(body.ucid, 'on-hold');
+            } else if (body.action === 'UNHOLD') {
+                this.supervisor.updateCallStatus(body.ucid, 'active');
+            }
+
             return result;
         } catch (error: any) {
             const message = error.response?.data?.message ?? error.message ?? 'Call control failed';
@@ -203,23 +437,56 @@ export class OzonetelAgentController {
     }
 
     @Get('performance')
-    async performance(@Query('date') date?: string) {
+    async performance(@Query('date') date?: string, @Query('agentId') agentId?: string) {
+        const agent = this.requireAgentId(agentId);
         const targetDate = date ?? new Date().toISOString().split('T')[0];
-        this.logger.log(`Performance: date=${targetDate} agent=${this.defaultAgentId}`);
+        this.logger.log(`Performance: date=${targetDate} agent=${agent}`);
 
-        const [cdr, summary, aht] = await Promise.all([
+        // Trigger an on-demand rollup for the requested date so the
+        // AgentSession row reflects the current open session (caps at now)
+        // instead of waiting up to 15 min for the background tick. Fire-and-
+        // forget with a short await so we don't block the whole response on
+        // cache-refresh tail but still hand the read a fresh row when Redpanda
+        // is quiet. Safe to error — AgentSession just stays stale.
+        await this.agentHistory.rollupSessions(targetDate).catch(() => {});
+
+        const [cdr, summary, aht, agentSessionBreakdown] = await Promise.all([
             this.ozonetelAgent.fetchCDR({ date: targetDate }),
-            this.ozonetelAgent.getAgentSummary(this.defaultAgentId, targetDate),
+            this.ozonetelAgent.getAgentSummary(agent, targetDate),
-            this.ozonetelAgent.getAHT(this.defaultAgentId),
+            this.ozonetelAgent.getAHT(agent),
+            this.fetchAgentSessionTimeBreakdown(agent, targetDate),
         ]);
 
-        const totalCalls = cdr.length;
+        // Prefer our AgentSession rollup when present — it correctly counts
-        const inbound = cdr.filter((c: any) => c.Type === 'InBound').length;
+        // the current OPEN session (caps at now), while Ozonetel's summaryReport
-        const outbound = cdr.filter((c: any) => c.Type === 'Manual' || c.Type === 'Progressive').length;
+        // only tallies CLOSED login→logout pairs. Fall back to Ozonetel if
-        const answered = cdr.filter((c: any) => c.Status === 'Answered').length;
+        // our rollup hasn't captured this agent yet (e.g., brand-new agent,
-        const missed = cdr.filter((c: any) => c.Status === 'Unanswered' || c.Status === 'NotAnswered').length;
+        // workspace without AgentEvent entity synced).
+        const timeUtilization = agentSessionBreakdown ?? summary;
 
-        const talkTimes = cdr
+        // Filter CDR to this agent only — fetchCDR returns all agents' calls
+        // Use case-insensitive matching — Ozonetel field casing varies
+        const agentLower = agent.toLowerCase();
+        const agentCdr = cdr.filter((c: any) =>
+            (c.AgentID ?? '').toLowerCase() === agentLower ||
+            (c.AgentName ?? '').toLowerCase() === agentLower,
+        );
+        this.logger.log(`[PERFORMANCE] CDR total=${cdr.length} agentFiltered=${agentCdr.length} agent="${agent}"`);
+        if (cdr.length > 0 && agentCdr.length === 0) {
+            const sampleIds = cdr.slice(0, 3).map((c: any) => `AgentID="${c.AgentID}" AgentName="${c.AgentName}"`);
+            this.logger.warn(`[PERFORMANCE] No CDR match for agent "${agent}". Sample CDR agents: ${sampleIds.join(', ')}`);
+        }
+
+        const totalCalls = agentCdr.length;
+        const inbound = agentCdr.filter((c: any) => (c.Type ?? '').toLowerCase() === 'inbound').length;
+        const outbound = agentCdr.filter((c: any) => {
+            const type = (c.Type ?? '').toLowerCase();
+            return type === 'manual' || type === 'progressive' || type === 'outbound';
+        }).length;
+        const answered = agentCdr.filter((c: any) => (c.Status ?? '').toLowerCase() === 'answered').length;
+        const missed = agentCdr.filter((c: any) => (c.Status ?? '').toLowerCase() === 'notanswered').length;
+
+        const talkTimes = agentCdr
             .filter((c: any) => c.TalkTime && c.TalkTime !== '00:00:00')
             .map((c: any) => {
                 const parts = c.TalkTime.split(':').map(Number);
@@ -230,12 +497,12 @@ export class OzonetelAgentController {
             : 0;
 
         const dispositions: Record<string, number> = {};
-        for (const c of cdr) {
+        for (const c of agentCdr) {
             const d = (c as any).Disposition || 'No Disposition';
             dispositions[d] = (dispositions[d] ?? 0) + 1;
         }
 
-        const appointmentsBooked = cdr.filter((c: any) =>
+        const appointmentsBooked = agentCdr.filter((c: any) =>
             c.Disposition?.toLowerCase().includes('appointment'),
         ).length;
 
@@ -246,7 +513,7 @@ export class OzonetelAgentController {
             avgHandlingTime: aht,
             conversionRate: totalCalls > 0 ? Math.round((appointmentsBooked / totalCalls) * 100) : 0,
             appointmentsBooked,
-            timeUtilization: summary,
+            timeUtilization,
             dispositions,
         };
     }
@@ -255,12 +522,63 @@ export class OzonetelAgentController {
         // Campaign only has 'General Enquiry' configured currently
         const map: Record<string, string> = {
             'APPOINTMENT_BOOKED': 'General Enquiry',
+            'APPOINTMENT_RESCHEDULED': 'General Enquiry',
+            'APPOINTMENT_CANCELLED': 'General Enquiry',
             'FOLLOW_UP_SCHEDULED': 'General Enquiry',
             'INFO_PROVIDED': 'General Enquiry',
             'NO_ANSWER': 'General Enquiry',
             'WRONG_NUMBER': 'General Enquiry',
+            'NOT_INTERESTED': 'General Enquiry',
             'CALLBACK_REQUESTED': 'General Enquiry',
         };
         return map[disposition] ?? 'General Enquiry';
     }
+
+    // Convert our AgentSession rollup (seconds per category) into the HH:MM:SS
+    // shape the frontend expects — so My Performance gets LOGIN TIME with the
+    // current open session included, not just closed sessions from Ozonetel.
+    private async fetchAgentSessionTimeBreakdown(ozonetelAgentId: string, date: string): Promise<{
+        totalLoginDuration: string;
+        totalBusyTime: string;
+        totalIdleTime: string;
+        totalPauseTime: string;
+        totalWrapupTime: string;
+        totalDialTime: string;
+    } | null> {
+        try {
+            const agentUuid = await this.agentLookup.resolveByOzonetelId(ozonetelAgentId);
+            if (!agentUuid) return null;
+            const data = await this.platform.query<any>(
+                `{ agentSessions(first: 1, filter: {
+                    agentId: { eq: "${agentUuid}" },
+                    date: { eq: "${date}" }
+                }) { edges { node {
+                    loginDurationS busyTimeS idleTimeS pauseTimeS wrapupTimeS dialTimeS
+                } } } }`,
+            );
+            const node = data?.agentSessions?.edges?.[0]?.node;
+            if (!node) return null;
+            const hms = (sec: number | null | undefined): string => {
+                const s = Math.max(0, Math.round(sec ?? 0));
+                const h = Math.floor(s / 3600);
+                const m = Math.floor((s % 3600) / 60);
+                const r = s % 60;
+                return `${h.toString().padStart(2, '0')}:${m.toString().padStart(2, '0')}:${r.toString().padStart(2, '0')}`;
+            };
+            // If the entire rollup is zero, treat as "no data yet" — fall back
+            // to Ozonetel's summaryReport so the KPI isn't all zeroes.
+            const total = (node.loginDurationS ?? 0) + (node.busyTimeS ?? 0) + (node.idleTimeS ?? 0) + (node.pauseTimeS ?? 0) + (node.wrapupTimeS ?? 0);
+            if (total === 0) return null;
+            return {
+                totalLoginDuration: hms(node.loginDurationS),
+                totalBusyTime: hms(node.busyTimeS),
+                totalIdleTime: hms(node.idleTimeS),
+                totalPauseTime: hms(node.pauseTimeS),
+                totalWrapupTime: hms(node.wrapupTimeS),
+                totalDialTime: hms(node.dialTimeS),
+            };
+        } catch {
+            return null;
+        }
+    }
 }

src/ozonetel/ozonetel-agent.module.ts

@@ -1,11 +1,16 @@
-import { Module } from '@nestjs/common';
+import { Module, forwardRef } from '@nestjs/common';
 import { OzonetelAgentController } from './ozonetel-agent.controller';
 import { OzonetelAgentService } from './ozonetel-agent.service';
 import { KookooIvrController } from './kookoo-ivr.controller';
+import { CdrEnrichmentService } from './cdr-enrichment.service';
+import { WorklistModule } from '../worklist/worklist.module';
+import { PlatformModule } from '../platform/platform.module';
+import { SupervisorModule } from '../supervisor/supervisor.module';
 
 @Module({
+    imports: [PlatformModule, forwardRef(() => WorklistModule), forwardRef(() => SupervisorModule)],
     controllers: [OzonetelAgentController, KookooIvrController],
-    providers: [OzonetelAgentService],
+    providers: [OzonetelAgentService, CdrEnrichmentService],
-    exports: [OzonetelAgentService],
+    exports: [OzonetelAgentService, CdrEnrichmentService],
 })
 export class OzonetelAgentModule {}

src/ozonetel/ozonetel-agent.service.spec.ts

@@ -0,0 +1,269 @@
+/**
+ * Ozonetel Agent Service — unit tests
+ *
+ * QA coverage: agent auth (login/logout), manual dial, set disposition,
+ * change agent state, call control. Covers the Ozonetel HTTP layer that
+ * backs TC-IB-01→06, TC-OB-01→06, TC-FU-01→02 via disposition flows.
+ *
+ * axios is mocked — no real HTTP to Ozonetel.
+ */
+import { Test } from '@nestjs/testing';
+import { OzonetelAgentService } from './ozonetel-agent.service';
+import { TelephonyConfigService } from '../config/telephony-config.service';
+import axios from 'axios';
+import {
+    AGENT_AUTH_LOGIN_SUCCESS,
+    AGENT_AUTH_LOGIN_ALREADY,
+    AGENT_AUTH_LOGOUT_SUCCESS,
+    AGENT_AUTH_INVALID,
+    DISPOSITION_SET_DURING_CALL,
+    DISPOSITION_SET_AFTER_CALL,
+    DISPOSITION_INVALID_UCID,
+} from '../__fixtures__/ozonetel-payloads';
+
+jest.mock('axios');
+const mockedAxios = axios as jest.Mocked<typeof axios>;
+
+describe('OzonetelAgentService', () => {
+    let service: OzonetelAgentService;
+
+    const mockTelephonyConfig = {
+        exotel: {
+            apiKey: 'KK_TEST_KEY',
+            accountSid: 'test_account',
+            subdomain: 'in1-ccaas-api.ozonetel.com',
+        },
+        ozonetel: {
+            agentId: 'global',
+            agentPassword: 'Test123$',
+            sipId: '523590',
+            campaignName: 'Inbound_918041763400',
+            did: '918041763400',
+        },
+        sip: { domain: 'blr-pub-rtc4.ozonetel.com', wsPort: '444' },
+    };
+
+    beforeEach(async () => {
+        jest.clearAllMocks();
+
+        // Mock token generation (needed before most API calls)
+        mockedAxios.post.mockImplementation(async (url: string, data?: any) => {
+            if (url.includes('generateToken')) {
+                return { data: { token: 'mock-bearer-token', status: 'success' } };
+            }
+            return { data: {} };
+        });
+
+        const module = await Test.createTestingModule({
+            providers: [
+                OzonetelAgentService,
+                {
+                    provide: TelephonyConfigService,
+                    useValue: { getConfig: () => mockTelephonyConfig },
+                },
+            ],
+        }).compile();
+
+        service = module.get(OzonetelAgentService);
+    });
+
+    // ── Agent Login ──────────────────────────────────────────────
+
+    describe('loginAgent', () => {
+        it('should send correct params to Ozonetel auth endpoint', async () => {
+            mockedAxios.post.mockResolvedValueOnce({ data: AGENT_AUTH_LOGIN_SUCCESS });
+
+            const result = await service.loginAgent({
+                agentId: 'global',
+                password: 'Test123$',
+                phoneNumber: '523590',
+                mode: 'blended',
+            });
+
+            expect(result).toEqual(AGENT_AUTH_LOGIN_SUCCESS);
+
+            const authCall = mockedAxios.post.mock.calls[0];
+            expect(authCall[0]).toContain('AgentAuthenticationV2');
+            // Body is URLSearchParams string
+            expect(authCall[1]).toContain('userName=test_account');
+            expect(authCall[1]).toContain('apiKey=KK_TEST_KEY');
+            expect(authCall[1]).toContain('phoneNumber=523590');
+            expect(authCall[1]).toContain('action=login');
+            expect(authCall[1]).toContain('mode=blended');
+            // Basic auth
+            expect(authCall[2]?.auth).toEqual({ username: 'global', password: 'Test123$' });
+        });
+
+        it('should auto-retry on "already logged in" response', async () => {
+            // First call: already logged in
+            mockedAxios.post
+                .mockResolvedValueOnce({ data: AGENT_AUTH_LOGIN_ALREADY })
+                // Logout call
+                .mockResolvedValueOnce({ data: AGENT_AUTH_LOGOUT_SUCCESS })
+                // Re-login call
+                .mockResolvedValueOnce({ data: AGENT_AUTH_LOGIN_SUCCESS });
+
+            const result = await service.loginAgent({
+                agentId: 'global',
+                password: 'Test123$',
+                phoneNumber: '523590',
+            });
+
+            // Should have made 3 calls: login, logout, re-login
+            expect(mockedAxios.post).toHaveBeenCalledTimes(3);
+            expect(result).toEqual(AGENT_AUTH_LOGIN_SUCCESS);
+        });
+
+        it('should throw on invalid authentication', async () => {
+            mockedAxios.post.mockRejectedValueOnce({
+                response: { status: 401, data: AGENT_AUTH_INVALID },
+            });
+
+            await expect(
+                service.loginAgent({ agentId: 'bad', password: 'wrong', phoneNumber: '000' }),
+            ).rejects.toBeDefined();
+        });
+    });
+
+    // ── Agent Logout ─────────────────────────────────────────────
+
+    describe('logoutAgent', () => {
+        it('should send logout action', async () => {
+            mockedAxios.post.mockResolvedValueOnce({ data: AGENT_AUTH_LOGOUT_SUCCESS });
+
+            const result = await service.logoutAgent({ agentId: 'global', password: 'Test123$' });
+
+            expect(result).toEqual(AGENT_AUTH_LOGOUT_SUCCESS);
+            const call = mockedAxios.post.mock.calls[0];
+            expect(call[1]).toContain('action=logout');
+        });
+    });
+
+    // ── Manual Dial ──────────────────────────────────────────────
+
+    describe('manualDial', () => {
+        it('should send correct params with bearer token', async () => {
+            // First call: token generation, second: manual dial
+            mockedAxios.post
+                .mockResolvedValueOnce({ data: { token: 'mock-token', status: 'success' } })
+                .mockResolvedValueOnce({
+                    data: { status: 'success', ucid: '31712345678901234', message: 'Call initiated' },
+                });
+
+            const result = await service.manualDial({
+                agentId: 'global',
+                campaignName: 'Inbound_918041763400',
+                customerNumber: '9949879837',
+            });
+
+            expect(result).toEqual(expect.objectContaining({ status: 'success' }));
+
+            // The dial call (second post)
+            const dialCall = mockedAxios.post.mock.calls[1];
+            expect(dialCall[0]).toContain('AgentManualDial');
+            expect(dialCall[1]).toMatchObject({
+                userName: 'test_account',
+                agentID: 'global',
+                campaignName: 'Inbound_918041763400',
+                customerNumber: '9949879837',
+            });
+            expect(dialCall[2]?.headers?.Authorization).toBe('Bearer mock-token');
+        });
+    });
+
+    // ── Set Disposition ──────────────────────────────────────────
+
+    describe('setDisposition', () => {
+        it('should send disposition with correct fields', async () => {
+            mockedAxios.post
+                .mockResolvedValueOnce({ data: { token: 'mock-token', status: 'success' } })
+                .mockResolvedValueOnce({ data: DISPOSITION_SET_AFTER_CALL });
+
+            const result = await service.setDisposition({
+                agentId: 'global',
+                ucid: '31712345678901234',
+                disposition: 'General Enquiry',
+            });
+
+            expect(result).toEqual(DISPOSITION_SET_AFTER_CALL);
+
+            const dispCall = mockedAxios.post.mock.calls[1];
+            expect(dispCall[0]).toContain('DispositionAPIV2');
+            expect(dispCall[1]).toMatchObject({
+                userName: 'test_account',
+                agentID: 'global',
+                ucid: '31712345678901234',
+                action: 'Set',
+                disposition: 'General Enquiry',
+                did: '918041763400',
+                autoRelease: 'true',
+            });
+        });
+
+        it('should handle queued disposition (during call)', async () => {
+            mockedAxios.post
+                .mockResolvedValueOnce({ data: { token: 'mock-token', status: 'success' } })
+                .mockResolvedValueOnce({ data: DISPOSITION_SET_DURING_CALL });
+
+            const result = await service.setDisposition({
+                agentId: 'global',
+                ucid: '31712345678901234',
+                disposition: 'Appointment Booked',
+            });
+
+            expect(result.status).toBe('Success');
+            expect(result.message).toContain('Queued');
+        });
+    });
+
+    // ── Change Agent State ───────────────────────────────────────
+
+    describe('changeAgentState', () => {
+        it('should send Ready state', async () => {
+            mockedAxios.post
+                .mockResolvedValueOnce({ data: { token: 'mock-token', status: 'success' } })
+                .mockResolvedValueOnce({ data: { status: 'success', message: 'State changed' } });
+
+            await service.changeAgentState({ agentId: 'global', state: 'Ready' });
+
+            const stateCall = mockedAxios.post.mock.calls[1];
+            expect(stateCall[0]).toContain('changeAgentState');
+            expect(stateCall[1]).toMatchObject({
+                userName: 'test_account',
+                agentId: 'global',
+                state: 'Ready',
+            });
+        });
+
+        it('should include pauseReason when pausing', async () => {
+            mockedAxios.post
+                .mockResolvedValueOnce({ data: { token: 'mock-token', status: 'success' } })
+                .mockResolvedValueOnce({ data: { status: 'success', message: 'Agent paused' } });
+
+            await service.changeAgentState({ agentId: 'global', state: 'Pause', pauseReason: 'Break' });
+
+            const stateCall = mockedAxios.post.mock.calls[1];
+            expect(stateCall[1]).toMatchObject({ pauseReason: 'Break' });
+        });
+    });
+
+    // ── Token caching ────────────────────────────────────────────
+
+    describe('token management', () => {
+        it('should cache token and reuse for subsequent calls', async () => {
+            // First call generates token
+            mockedAxios.post
+                .mockResolvedValueOnce({ data: { token: 'cached-token', status: 'success' } })
+                .mockResolvedValueOnce({ data: { status: 'success' } })
+                // Second API call should reuse token
+                .mockResolvedValueOnce({ data: { status: 'success' } });
+
+            await service.manualDial({ agentId: 'a', campaignName: 'c', customerNumber: '1' });
+            await service.manualDial({ agentId: 'a', campaignName: 'c', customerNumber: '2' });
+
+            // Token generation should only be called once
+            const tokenCalls = mockedAxios.post.mock.calls.filter(c => c[0].includes('generateToken'));
+            expect(tokenCalls.length).toBe(1);
+        });
+    });
+});

src/ozonetel/ozonetel-agent.service.ts

@@ -1,20 +1,27 @@
 import { Injectable, Logger } from '@nestjs/common';
-import { ConfigService } from '@nestjs/config';
 import axios from 'axios';
+import { TelephonyConfigService } from '../config/telephony-config.service';
 
 @Injectable()
 export class OzonetelAgentService {
     private readonly logger = new Logger(OzonetelAgentService.name);
-    private readonly apiDomain: string;
-    private readonly apiKey: string;
-    private readonly accountId: string;
     private cachedToken: string | null = null;
     private tokenExpiry: number = 0;
 
-    constructor(private config: ConfigService) {
+    constructor(private telephony: TelephonyConfigService) {}
-        this.apiDomain = config.get<string>('exotel.subdomain') ?? 'in1-ccaas-api.ozonetel.com';
+
-        this.apiKey = config.get<string>('exotel.apiKey') ?? '';
+    // Read-through getters so admin updates to telephony.json take effect
-        this.accountId = config.get<string>('exotel.accountSid') ?? '';
+    // immediately without a sidecar restart. The default for apiDomain is
+    // preserved here because the legacy env-var path used a different default
+    // ('in1-ccaas-api.ozonetel.com') than the rest of the Exotel config.
+    private get apiDomain(): string {
+        return this.telephony.getConfig().exotel.subdomain || 'in1-ccaas-api.ozonetel.com';
+    }
+    private get apiKey(): string {
+        return this.telephony.getConfig().exotel.apiKey;
+    }
+    private get accountId(): string {
+        return this.telephony.getConfig().exotel.accountSid;
     }
 
     private async getToken(): Promise<string> {
@@ -22,6 +29,10 @@ export class OzonetelAgentService {
             return this.cachedToken;
         }
 
+        return this.refreshToken();
+    }
+
+    async refreshToken(): Promise<string> {
         const url = `https://${this.apiDomain}/ca_apis/CAToken/generateToken`;
         this.logger.log('Generating CloudAgent API token');
 
@@ -32,7 +43,7 @@ export class OzonetelAgentService {
         const data = response.data;
         if (data.token) {
             this.cachedToken = data.token;
-            this.tokenExpiry = Date.now() + 55 * 60 * 1000;
+            this.tokenExpiry = Date.now() + 10 * 60 * 1000; // 10 min cache (Ozonetel expires in ~15 min)
             this.logger.log('CloudAgent token generated successfully');
             return data.token;
         }
@@ -40,6 +51,12 @@ export class OzonetelAgentService {
         throw new Error(data.message ?? 'Token generation failed');
     }
 
+    private invalidateToken(): void {
+        this.cachedToken = null;
+        this.tokenExpiry = 0;
+    }
+
+
     async loginAgent(params: {
         agentId: string;
         password: string;
@@ -74,15 +91,38 @@ export class OzonetelAgentService {
 
             const data = response.data;
 
-            // "already logged in" is not a real error — treat as success
+            // "already logged in" — force logout + re-login to refresh SIP phone mapping
             if (data.status === 'error' && data.message?.includes('already logged in')) {
-                this.logger.log(`Agent ${params.agentId} already logged in — treating as success`);
+                this.logger.log(`Agent ${params.agentId} already logged in — forcing logout + re-login`);
-                return { status: 'success', message: data.message };
+                try {
+                    await this.logoutAgent({ agentId: params.agentId, password: params.password });
+                    const retryResponse = await axios.post(
+                        url,
+                        new URLSearchParams({
+                            userName: this.accountId,
+                            apiKey: this.apiKey,
+                            phoneNumber: params.phoneNumber,
+                            action: 'login',
+                            mode: params.mode ?? 'blended',
+                            state: 'Ready',
+                        }).toString(),
+                        {
+                            headers: { 'Content-Type': 'application/x-www-form-urlencoded' },
+                            auth: { username: params.agentId, password: params.password },
+                        },
+                    );
+                    this.logger.log(`Agent re-login response: ${JSON.stringify(retryResponse.data)}`);
+                    return retryResponse.data;
+                } catch (retryErr: any) {
+                    this.logger.error(`Agent re-login failed: ${retryErr.message}`);
+                    return { status: 'success', message: 'Re-login attempted' };
+                }
             }
 
             this.logger.log(`Agent login response: ${JSON.stringify(data)}`);
             return data;
         } catch (error: any) {
+            if (error?.response?.status === 401) this.invalidateToken();
             this.logger.error(`Agent login failed: ${error.message}`);
             throw error;
         }
@@ -111,10 +151,10 @@ export class OzonetelAgentService {
                     'Content-Type': 'application/json',
                 },
             });
-
             this.logger.log(`Manual dial response: ${JSON.stringify(response.data)}`);
             return response.data;
         } catch (error: any) {
+            if (error?.response?.status === 401) this.invalidateToken();
             const responseData = error?.response?.data ? JSON.stringify(error.response.data) : '';
             this.logger.error(`Manual dial failed: ${error.message} ${responseData}`);
             throw error;
@@ -163,7 +203,7 @@ export class OzonetelAgentService {
         disposition: string;
     }): Promise<{ status: string; message?: string; details?: string }> {
         const url = `https://${this.apiDomain}/ca_apis/DispositionAPIV2`;
-        const did = process.env.OZONETEL_DID ?? '918041763265';
+        const did = this.telephony.getConfig().ozonetel.did;
 
         this.logger.log(`Set disposition: agent=${params.agentId} ucid=${params.ucid} disposition=${params.disposition}`);
 
@@ -199,8 +239,9 @@ export class OzonetelAgentService {
         conferenceNumber?: string;
     }): Promise<{ status: string; message: string; ucid?: string }> {
         const url = `https://${this.apiDomain}/ca_apis/CallControl_V4`;
-        const did = process.env.OZONETEL_DID ?? '918041763265';
+        const tcfg = this.telephony.getConfig().ozonetel;
-        const agentPhoneName = process.env.OZONETEL_SIP_ID ?? '523590';
+        const did = tcfg.did;
+        const agentPhoneName = tcfg.sipId;
 
         this.logger.log(`Call control: action=${params.action} ucid=${params.ucid} conference=${params.conferenceNumber ?? 'none'}`);
 
@@ -304,6 +345,7 @@ export class OzonetelAgentService {
             }
             return [];
         } catch (error: any) {
+            if (error?.response?.status === 401) this.invalidateToken();
             this.logger.error(`Abandon calls failed: ${error.message}`);
             return [];
         }
@@ -352,6 +394,48 @@ export class OzonetelAgentService {
         }
     }
 
+    // Fetch a single CDR record by UCID. Preferred over fetchCDR + .find()
+    // for recording lookups — Ozonetel resolves leg-pair UCIDs internally,
+    // so the agent-side UCID we hold reliably returns the call row.
+    // Same rate limit as fetchCDR (2 req/min, 15-day window).
+    async fetchCdrByUCID(params: { date: string; ucid: string }): Promise<Record<string, any> | null> {
+        const url = `https://${this.apiDomain}/ca_reports/fetchCdrByUCID`;
+        this.logger.log(`Fetch CDR by UCID: ucid=${params.ucid} date=${params.date}`);
+
+        try {
+            const token = await this.getToken();
+            const body = {
+                userName: this.accountId,
+                fromDate: `${params.date} 00:00:00`,
+                toDate: `${params.date} 23:59:59`,
+                ucid: params.ucid,
+            };
+
+            const response = await axios({
+                method: 'GET',
+                url,
+                headers: {
+                    Authorization: `Bearer ${token}`,
+                    'Content-Type': 'application/json',
+                },
+                data: JSON.stringify(body),
+            });
+
+            const data = response.data;
+            if (data.status === 'success' && Array.isArray(data.details) && data.details.length > 0) {
+                return data.details[0];
+            }
+            if (data.status === 'success' && data.details && !Array.isArray(data.details)) {
+                return data.details;
+            }
+            return null;
+        } catch (error: any) {
+            const responseData = error?.response?.data ? JSON.stringify(error.response.data) : '';
+            this.logger.error(`Fetch CDR by UCID failed: ${error.message} ${responseData}`);
+            return null;
+        }
+    }
+
     async getAgentSummary(agentId: string, date: string): Promise<{
         totalLoginDuration: string;
         totalBusyTime: string;
@@ -393,6 +477,7 @@ export class OzonetelAgentService {
             }
             return null;
         } catch (error: any) {
+            if (error?.response?.status === 401) this.invalidateToken();
             this.logger.error(`Agent summary failed: ${error.message}`);
             return null;
         }
@@ -422,6 +507,7 @@ export class OzonetelAgentService {
             }
             return '00:00:00';
         } catch (error: any) {
+            if (error?.response?.status === 401) this.invalidateToken();
             this.logger.error(`AHT failed: ${error.message}`);
             return '00:00:00';
         }
@@ -459,6 +545,7 @@ export class OzonetelAgentService {
             this.logger.log(`Agent logout response: ${JSON.stringify(response.data)}`);
             return response.data;
         } catch (error: any) {
+            if (error?.response?.status === 401) this.invalidateToken();
             this.logger.error(`Agent logout failed: ${error.message}`);
             throw error;
         }

src/platform/agent-lookup.service.ts

@@ -0,0 +1,70 @@
+import { Injectable, Logger, OnModuleInit } from '@nestjs/common';
+import { PlatformGraphqlService } from './platform-graphql.service';
+
+/**
+ * Maps Ozonetel agent identifiers (unique — e.g. "ramaiahadmin",
+ * "globalhealthx", "global") to the platform Agent entity UUID. Used by
+ * ingest paths (webhook, dispose, CDR enrichment, backfill) so every Call
+ * ends up with the correct `agent` relation regardless of how Ozonetel
+ * formats the display name (AgentName collisions, transfer chains like
+ * "A -> B -> C", etc.).
+ *
+ * The cache is case-insensitive because Ozonetel occasionally mixes
+ * casing ("global" vs "Global" vs "GLOBAL") across webhook/CDR responses.
+ */
+@Injectable()
+export class AgentLookupService implements OnModuleInit {
+    private readonly logger = new Logger(AgentLookupService.name);
+    private readonly uuidByOzonetelId = new Map<string, string>();
+    private readonly uuidByDisplayName = new Map<string, string>();
+
+    constructor(private readonly platform: PlatformGraphqlService) {}
+
+    async onModuleInit() {
+        await this.refresh();
+    }
+
+    async refresh(): Promise<void> {
+        try {
+            const data = await this.platform.query<any>(
+                `{ agents(first: 100) { edges { node { id ozonetelAgentId ozonetelDisplayName } } } }`,
+            );
+            const edges = data?.agents?.edges ?? [];
+            this.uuidByOzonetelId.clear();
+            this.uuidByDisplayName.clear();
+            for (const edge of edges) {
+                const n = edge.node;
+                if (n.ozonetelAgentId) {
+                    this.uuidByOzonetelId.set(n.ozonetelAgentId.toLowerCase(), n.id);
+                }
+                if (n.ozonetelDisplayName) {
+                    this.uuidByDisplayName.set(n.ozonetelDisplayName.toLowerCase().trim(), n.id);
+                }
+            }
+            this.logger.log(`[AGENT-LOOKUP] Loaded ${this.uuidByOzonetelId.size} agents (${this.uuidByDisplayName.size} with display name)`);
+        } catch (err) {
+            this.logger.warn(`[AGENT-LOOKUP] Refresh failed: ${err}`);
+        }
+    }
+
+    async resolveByOzonetelId(ozonetelId: string | null | undefined): Promise<string | null> {
+        if (!ozonetelId) return null;
+        const key = ozonetelId.toLowerCase();
+        const cached = this.uuidByOzonetelId.get(key);
+        if (cached) return cached;
+        // Cache miss — refresh once (handles late-provisioned agents)
+        await this.refresh();
+        return this.uuidByOzonetelId.get(key) ?? null;
+    }
+
+    // Resolve by Ozonetel display name (e.g. "Ganesh Bandi") — used by
+    // missed-call webhook backfill where only AgentName (display) is available.
+    async resolveByDisplayName(displayName: string | null | undefined): Promise<string | null> {
+        if (!displayName) return null;
+        const key = displayName.toLowerCase().trim();
+        const cached = this.uuidByDisplayName.get(key);
+        if (cached) return cached;
+        await this.refresh();
+        return this.uuidByDisplayName.get(key) ?? null;
+    }
+}

src/platform/platform-graphql.service.ts

@@ -14,7 +14,7 @@ export class PlatformGraphqlService {
     }
 
     // Server-to-server query using API key
-    private async query<T>(query: string, variables?: Record<string, any>): Promise<T> {
+    async query<T>(query: string, variables?: Record<string, any>): Promise<T> {
         return this.queryWithAuth<T>(query, variables, `Bearer ${this.apiKey}`);
     }
 
@@ -180,10 +180,16 @@ export class PlatformGraphqlService {
     }
 
     async updateLeadWithToken(id: string, input: UpdateLeadInput, authHeader: string): Promise<LeadNode> {
+        // Response fragment deliberately excludes `leadStatus` — the staging
+        // platform schema has this field renamed to `status`. Selecting the
+        // old name rejects the whole mutation. Callers don't use the
+        // returned fragment today, so returning just the id + AI fields
+        // keeps this working across both schema shapes without a wider
+        // rename hotfix.
         const data = await this.queryWithAuth<{ updateLead: LeadNode }>(
             `mutation UpdateLead($id: ID!, $data: LeadUpdateInput!) {
                 updateLead(id: $id, data: $data) {
-                    id leadStatus aiSummary aiSuggestedAction
+                    id aiSummary aiSuggestedAction
                 }
             }`,
             { id, data: input },
@@ -192,6 +198,67 @@ export class PlatformGraphqlService {
         return data.updateLead;
     }
 
+    // Fetch a single lead by id with the caller's JWT. Used by the
+    // lead-enrich flow when the agent explicitly renames a caller from
+    // the appointment/enquiry form and we need to regenerate the lead's
+    // AI summary against fresh identity.
+    //
+    // The selected fields deliberately use the staging-aligned names
+    // (`status`, `source`, `lastContacted`) rather than the older
+    // `leadStatus`/`leadSource`/`lastContactedAt` names — otherwise the
+    // query would be rejected on staging.
+    async findLeadByIdWithToken(id: string, authHeader: string): Promise<any | null> {
+        try {
+            const data = await this.queryWithAuth<{ lead: any }>(
+                `query FindLead($id: UUID!) {
+                    lead(filter: { id: { eq: $id } }) {
+                        id
+                        createdAt
+                        contactName { firstName lastName }
+                        contactPhone { primaryPhoneNumber primaryPhoneCallingCode }
+                        source
+                        status
+                        interestedService
+                        contactAttempts
+                        lastContacted
+                        aiSummary
+                        aiSuggestedAction
+                    }
+                }`,
+                { id },
+                authHeader,
+            );
+            return data.lead ?? null;
+        } catch {
+            // Fall back to edge-style query in case the singular field
+            // doesn't exist on this platform version.
+            const data = await this.queryWithAuth<{ leads: { edges: { node: any }[] } }>(
+                `query FindLead($id: UUID!) {
+                    leads(filter: { id: { eq: $id } }, first: 1) {
+                        edges {
+                            node {
+                                id
+                                createdAt
+                                contactName { firstName lastName }
+                                contactPhone { primaryPhoneNumber primaryPhoneCallingCode }
+                                source
+                                status
+                                interestedService
+                                contactAttempts
+                                lastContacted
+                                aiSummary
+                                aiSuggestedAction
+                            }
+                        }
+                    }
+                }`,
+                { id },
+                authHeader,
+            );
+            return data.leads.edges[0]?.node ?? null;
+        }
+    }
+
     // --- Server-to-server versions (for webhooks, background jobs) ---
 
     async getLeadActivities(leadId: string, limit = 3): Promise<LeadActivityNode[]> {

src/platform/platform.module.ts

@@ -1,8 +1,9 @@
 import { Module } from '@nestjs/common';
 import { PlatformGraphqlService } from './platform-graphql.service';
+import { AgentLookupService } from './agent-lookup.service';
 
 @Module({
-    providers: [PlatformGraphqlService],
+    providers: [PlatformGraphqlService, AgentLookupService],
-    exports: [PlatformGraphqlService],
+    exports: [PlatformGraphqlService, AgentLookupService],
 })
 export class PlatformModule {}

src/platform/platform.types.ts

@@ -49,6 +49,7 @@ export type CreateCallInput = {
     disposition?: string;
     callNotes?: string;
     leadId?: string;
+    sla?: number;
 };
 
 export type CreateLeadActivityInput = {

src/recordings/recordings.controller.ts

@@ -0,0 +1,53 @@
+import { Controller, Post, Body, Logger, HttpException } from '@nestjs/common';
+import { RecordingsService } from './recordings.service';
+import { SessionService } from '../auth/session.service';
+
+const CACHE_TTL = 7 * 24 * 3600; // 7 days
+
+@Controller('api/recordings')
+export class RecordingsController {
+    private readonly logger = new Logger(RecordingsController.name);
+
+    constructor(
+        private readonly recordings: RecordingsService,
+        private readonly session: SessionService,
+    ) {}
+
+    @Post('analyze')
+    async analyze(@Body() body: { recordingUrl: string; callId?: string }) {
+        if (!body.recordingUrl) {
+            throw new HttpException('recordingUrl required', 400);
+        }
+
+        const cacheKey = body.callId ? `call:analysis:${body.callId}` : null;
+
+        // Check Redis cache first
+        if (cacheKey) {
+            try {
+                const cached = await this.session.getCache(cacheKey);
+                if (cached) {
+                    this.logger.log(`[RECORDING] Cache hit: ${cacheKey}`);
+                    return JSON.parse(cached);
+                }
+            } catch {}
+        }
+
+        this.logger.log(`[RECORDING] Cache miss — analyzing: ${body.recordingUrl} callId=${body.callId ?? 'none'}`);
+
+        try {
+            const analysis = await this.recordings.analyzeRecording(body.recordingUrl);
+            this.logger.log(`[RECORDING] Analysis complete: ${analysis.transcript.length} utterances, sentiment=${analysis.sentiment}`);
+
+            // Cache the result
+            if (cacheKey) {
+                this.session.setCache(cacheKey, JSON.stringify(analysis), CACHE_TTL)
+                    .catch(err => this.logger.warn(`[RECORDING] Cache write failed: ${err}`));
+            }
+
+            return analysis;
+        } catch (error: any) {
+            this.logger.error(`[RECORDING] Analysis failed: ${error.message}`);
+            throw new HttpException(error.message ?? 'Analysis failed', 502);
+        }
+    }
+}

src/recordings/recordings.module.ts

@@ -0,0 +1,11 @@
+import { Module } from '@nestjs/common';
+import { AuthModule } from '../auth/auth.module';
+import { RecordingsController } from './recordings.controller';
+import { RecordingsService } from './recordings.service';
+
+@Module({
+    imports: [AuthModule],
+    controllers: [RecordingsController],
+    providers: [RecordingsService],
+})
+export class RecordingsModule {}

src/recordings/recordings.service.ts

@@ -0,0 +1,260 @@
+import { Injectable, Logger } from '@nestjs/common';
+import { ConfigService } from '@nestjs/config';
+import { generateObject } from 'ai';
+import { z } from 'zod';
+import { createAiModel } from '../ai/ai-provider';
+import type { LanguageModel } from 'ai';
+import { AiConfigService } from '../config/ai-config.service';
+
+const DEEPGRAM_API = 'https://api.deepgram.com/v1/listen';
+
+export type TranscriptWord = {
+    word: string;
+    start: number;
+    end: number;
+    speaker: number;
+    confidence: number;
+};
+
+export type TranscriptUtterance = {
+    speaker: number;
+    start: number;
+    end: number;
+    text: string;
+};
+
+export type CallAnalysis = {
+    transcript: TranscriptUtterance[];
+    summary: string | null;
+    sentiment: 'positive' | 'neutral' | 'negative' | 'mixed';
+    sentimentScore: number;
+    insights: {
+        keyTopics: string[];
+        actionItems: string[];
+        coachingNotes: string[];
+        complianceFlags: string[];
+        patientSatisfaction: string;
+        callOutcome: string;
+    };
+    durationSec: number;
+};
+
+@Injectable()
+export class RecordingsService {
+    private readonly logger = new Logger(RecordingsService.name);
+    private readonly deepgramApiKey: string;
+    private readonly aiModel: LanguageModel | null;
+
+    constructor(
+        private config: ConfigService,
+        private aiConfig: AiConfigService,
+    ) {
+        this.deepgramApiKey = process.env.DEEPGRAM_API_KEY ?? '';
+        const cfg = aiConfig.getConfig();
+        this.aiModel = createAiModel({
+            provider: cfg.provider,
+            model: cfg.model,
+            anthropicApiKey: config.get<string>('ai.anthropicApiKey'),
+            openaiApiKey: config.get<string>('ai.openaiApiKey'),
+        });
+    }
+
+    async analyzeRecording(recordingUrl: string): Promise<CallAnalysis> {
+        if (!this.deepgramApiKey) throw new Error('DEEPGRAM_API_KEY not configured');
+
+        this.logger.log(`[RECORDING] Analyzing: ${recordingUrl}`);
+
+        // Step 1: Send to Deepgram pre-recorded API with diarization + sentiment
+        const dgResponse = await fetch(DEEPGRAM_API + '?' + new URLSearchParams({
+            model: 'nova-2',
+            language: 'multi',
+            smart_format: 'true',
+            diarize: 'true',
+            multichannel: 'true',
+            topics: 'true',
+            sentiment: 'true',
+            utterances: 'true',
+        }), {
+            method: 'POST',
+            headers: {
+                'Authorization': `Token ${this.deepgramApiKey}`,
+                'Content-Type': 'application/json',
+            },
+            body: JSON.stringify({ url: recordingUrl }),
+        });
+
+        if (!dgResponse.ok) {
+            const err = await dgResponse.text();
+            this.logger.error(`[RECORDING] Deepgram failed: ${dgResponse.status} ${err}`);
+            throw new Error(`Deepgram transcription failed: ${dgResponse.status}`);
+        }
+
+        const dgData = await dgResponse.json();
+        const results = dgData.results;
+
+        // Extract utterances (channel-labeled for multichannel, speaker-labeled otherwise)
+        const utterances: TranscriptUtterance[] = (results?.utterances ?? []).map((u: any) => ({
+            speaker: u.channel ?? u.speaker ?? 0,
+            start: u.start ?? 0,
+            end: u.end ?? 0,
+            text: u.transcript ?? '',
+        }));
+
+        // Extract summary
+        const summary = results?.summary?.short ?? null;
+
+        // Extract sentiment from Deepgram
+        const sentiments = results?.sentiments?.segments ?? [];
+        const avgSentiment = this.computeAverageSentiment(sentiments);
+
+        // Extract topics
+        const topics = results?.topics?.segments?.flatMap((s: any) =>
+            (s.topics ?? []).map((t: any) => t.topic),
+        ) ?? [];
+
+        const duration = results?.channels?.[0]?.alternatives?.[0]?.words?.length > 0
+            ? results.channels[0].alternatives[0].words.slice(-1)[0].end
+            : 0;
+
+        // Step 2: Build raw transcript with channel labels for AI to identify roles
+        const rawTranscript = utterances.map(u =>
+            `Channel ${u.speaker}: ${u.text}`,
+        ).join('\n');
+
+        this.logger.log(`[RECORDING] Transcribed: ${utterances.length} utterances, ${Math.round(duration)}s`);
+
+        // Step 3: Ask AI to identify agent vs customer, then generate insights
+        const speakerMap = await this.identifySpeakers(rawTranscript);
+        const fullTranscript = utterances.map(u =>
+            `${speakerMap[u.speaker] ?? `Speaker ${u.speaker}`}: ${u.text}`,
+        ).join('\n');
+
+        // Remap utterance speaker labels for the frontend
+        for (const u of utterances) {
+            // 0 = agent, 1 = customer in the returned data
+            const role = speakerMap[u.speaker];
+            if (role === 'Agent') u.speaker = 0;
+            else if (role === 'Customer') u.speaker = 1;
+        }
+
+        const insights = await this.generateInsights(fullTranscript, summary, topics);
+
+        return {
+            transcript: utterances,
+            summary,
+            sentiment: avgSentiment.label,
+            sentimentScore: avgSentiment.score,
+            insights,
+            durationSec: Math.round(duration),
+        };
+    }
+
+    private async identifySpeakers(rawTranscript: string): Promise<Record<number, string>> {
+        if (!this.aiModel || !rawTranscript.trim()) {
+            return { 0: 'Customer', 1: 'Agent' };
+        }
+
+        try {
+            const { object } = await generateObject({
+                model: this.aiModel,
+                schema: z.object({
+                    agentChannel: z.number().describe('The channel number (0 or 1) that is the call center agent'),
+                    reasoning: z.string().describe('Brief explanation of how you identified the agent'),
+                }),
+                system: `You are analyzing a hospital call center recording transcript.
+Each line is labeled with a channel number. One channel is the call center agent, the other is the customer/patient.
+
+The AGENT typically:
+- Greets professionally ("Hello, Global Hospital", "How can I help you?")
+- Asks for patient details (name, phone, department)
+- Provides information about doctors, schedules, services
+- Navigates systems, puts on hold, transfers calls
+
+The CUSTOMER typically:
+- Asks questions about appointments, doctors, services
+- Provides personal details when asked
+- Describes symptoms or reasons for calling`,
+                prompt: rawTranscript,
+                maxOutputTokens: 100,
+            });
+
+            const agentCh = object.agentChannel;
+            const customerCh = agentCh === 0 ? 1 : 0;
+            this.logger.log(`[RECORDING] Speaker ID: agent=Ch${agentCh}, customer=Ch${customerCh} (${object.reasoning})`);
+            return { [agentCh]: 'Agent', [customerCh]: 'Customer' };
+        } catch (err) {
+            this.logger.warn(`[RECORDING] Speaker identification failed: ${err}`);
+            return { 0: 'Customer', 1: 'Agent' };
+        }
+    }
+
+    private computeAverageSentiment(segments: any[]): { label: 'positive' | 'neutral' | 'negative' | 'mixed'; score: number } {
+        if (!segments?.length) return { label: 'neutral', score: 0 };
+
+        let positive = 0, negative = 0, neutral = 0;
+        for (const seg of segments) {
+            const s = seg.sentiment ?? 'neutral';
+            if (s === 'positive') positive++;
+            else if (s === 'negative') negative++;
+            else neutral++;
+        }
+
+        const total = segments.length;
+        const score = (positive - negative) / total;
+
+        if (positive > negative * 2) return { label: 'positive', score };
+        if (negative > positive * 2) return { label: 'negative', score };
+        if (positive > 0 && negative > 0) return { label: 'mixed', score };
+        return { label: 'neutral', score };
+    }
+
+    private async generateInsights(
+        transcript: string,
+        summary: string | null,
+        topics: string[],
+    ): Promise<CallAnalysis['insights']> {
+        if (!this.aiModel || !transcript.trim()) {
+            return {
+                keyTopics: topics.slice(0, 5),
+                actionItems: [],
+                coachingNotes: [],
+                complianceFlags: [],
+                patientSatisfaction: 'Unknown',
+                callOutcome: 'Unknown',
+            };
+        }
+
+        try {
+            const { object } = await generateObject({
+                model: this.aiModel,
+                schema: z.object({
+                    keyTopics: z.array(z.string()).describe('Main topics discussed (max 5)'),
+                    actionItems: z.array(z.string()).describe('Follow-up actions needed'),
+                    coachingNotes: z.array(z.string()).describe('Agent performance observations — what went well and what could improve'),
+                    complianceFlags: z.array(z.string()).describe('Any compliance concerns (HIPAA, patient safety, misinformation)'),
+                    patientSatisfaction: z.string().describe('One-line assessment of patient satisfaction'),
+                    callOutcome: z.string().describe('One-line summary of what was accomplished'),
+                }),
+                system: this.aiConfig.renderPrompt('recordingAnalysis', {
+                    hospitalName: process.env.HOSPITAL_NAME ?? 'the hospital',
+                    summaryBlock: summary ? `\nCall summary: ${summary}` : '',
+                    topicsBlock: topics.length > 0 ? `\nDetected topics: ${topics.join(', ')}` : '',
+                }),
+                prompt: transcript,
+                maxOutputTokens: 500,
+            });
+
+            return object;
+        } catch (err) {
+            this.logger.error(`[RECORDING] AI insights failed: ${err}`);
+            return {
+                keyTopics: topics.slice(0, 5),
+                actionItems: [],
+                coachingNotes: [],
+                complianceFlags: [],
+                patientSatisfaction: 'Analysis unavailable',
+                callOutcome: 'Analysis unavailable',
+            };
+        }
+    }
+}

src/rules-engine/actions/assign.action.ts

@@ -0,0 +1,12 @@
+// src/rules-engine/actions/assign.action.ts
+
+import type { ActionHandler, ActionResult } from '../types/action.types';
+import type { RuleAction } from '../types/rule.types';
+
+export class AssignActionHandler implements ActionHandler {
+    type = 'assign';
+
+    async execute(_action: RuleAction, _context: Record<string, any>): Promise<ActionResult> {
+        return { success: true, data: { stub: true, action: 'assign' } };
+    }
+}

src/rules-engine/actions/escalate.action.ts

@@ -0,0 +1,95 @@
+import { Injectable, Logger } from '@nestjs/common';
+import { PlatformGraphqlService } from '../../platform/platform-graphql.service';
+import type { ActionHandler, ActionResult } from '../types/action.types';
+import type { RuleAction, EscalateActionParams } from '../types/rule.types';
+
+/**
+ * Persists a PerformanceAlert when a rule's escalate action fires.
+ *
+ * Dedupes by (agentId, alertType, IST date) — a single rule firing every
+ * 5 min should only produce ONE alert per day per agent until dismissed.
+ * If a row already exists for that key today and is not dismissed, the
+ * action is a no-op (returns the existing id). If the existing row was
+ * dismissed earlier today, we don't re-fire — supervisor explicitly
+ * acknowledged.
+ */
+@Injectable()
+export class EscalateActionHandler implements ActionHandler {
+    type = 'escalate';
+    private readonly logger = new Logger(EscalateActionHandler.name);
+
+    constructor(private readonly platform: PlatformGraphqlService) {}
+
+    async execute(action: RuleAction, context: Record<string, any>): Promise<ActionResult> {
+        const params = action.params as EscalateActionParams & { ruleId?: string; alertType?: string };
+        const agentId = context['agent.id'] as string | undefined;
+        const agentName = (context['agent.name'] as string | undefined) ?? '';
+        const valueRaw = context['_alertValue'];
+        const valueText = valueRaw != null ? String(valueRaw) : null;
+
+        if (!agentId) {
+            return { success: false, error: 'agent.id missing from facts' };
+        }
+
+        const alertType = params.alertType ?? this.inferAlertType(params.message);
+        const severity = (params.severity ?? 'warning').toUpperCase(); // INFO | WARNING | CRITICAL
+        const today = this.todayIst();
+
+        // Dedupe: any non-dismissed alert today for this agent + type?
+        try {
+            const existing = await this.platform.query<any>(
+                `{ performanceAlerts(first: 1, filter: {
+                    agentId: { eq: "${agentId}" },
+                    alertType: { eq: ${alertType} },
+                    firedAt: { gte: "${today}T00:00:00+05:30", lte: "${today}T23:59:59+05:30" }
+                }) { edges { node { id dismissedAt value } } } }`,
+            );
+            const existingNode = existing?.performanceAlerts?.edges?.[0]?.node;
+            if (existingNode) {
+                // Already fired today. If value changed, update it; otherwise no-op.
+                if (!existingNode.dismissedAt && existingNode.value !== valueText) {
+                    await this.platform.query<any>(
+                        `mutation($id: UUID!, $data: PerformanceAlertUpdateInput!) { updatePerformanceAlert(id: $id, data: $data) { id } }`,
+                        { id: existingNode.id, data: { value: valueText } },
+                    );
+                }
+                return { success: true, data: { id: existingNode.id, deduped: true, agentId, alertType } };
+            }
+
+            const created = await this.platform.query<any>(
+                `mutation($data: PerformanceAlertCreateInput!) { createPerformanceAlert(data: $data) { id } }`,
+                {
+                    data: {
+                        name: `${agentName || agentId}: ${params.message ?? alertType}${valueText ? ` (${valueText})` : ''}`,
+                        agentId,
+                        alertType,
+                        severity,
+                        message: params.message ?? alertType,
+                        value: valueText,
+                        ruleId: params.ruleId ?? null,
+                        firedAt: new Date().toISOString(),
+                    },
+                },
+            );
+            const id = created?.createPerformanceAlert?.id;
+            this.logger.log(`[ESCALATE] Created alert ${id} agent=${agentName ?? agentId} type=${alertType} value=${valueText}`);
+            return { success: true, data: { id, agentId, alertType, severity, message: params.message } };
+        } catch (err: any) {
+            this.logger.warn(`[ESCALATE] Failed for agent=${agentId}: ${err?.message ?? err}`);
+            return { success: false, error: String(err?.message ?? err) };
+        }
+    }
+
+    private inferAlertType(message: string | undefined): string {
+        const m = (message ?? '').toLowerCase();
+        if (m.includes('idle')) return 'EXCESSIVE_IDLE';
+        if (m.includes('nps')) return 'LOW_NPS';
+        if (m.includes('conversion')) return 'LOW_CONVERSION';
+        return 'OTHER';
+    }
+
+    private todayIst(): string {
+        const ist = new Date(Date.now() + 5.5 * 60 * 60 * 1000);
+        return ist.toISOString().slice(0, 10);
+    }
+}

src/rules-engine/actions/score.action.ts

@@ -0,0 +1,33 @@
+// src/rules-engine/actions/score.action.ts
+
+import type { ActionHandler, ActionResult } from '../types/action.types';
+import type { RuleAction, ScoreActionParams } from '../types/rule.types';
+import { computeSlaMultiplier } from '../facts/call-facts.provider';
+
+export class ScoreActionHandler implements ActionHandler {
+    type = 'score';
+
+    async execute(action: RuleAction, context: Record<string, any>): Promise<ActionResult> {
+        const params = action.params as ScoreActionParams;
+        let score = params.weight;
+        let slaApplied = false;
+        let campaignApplied = false;
+
+        if (params.slaMultiplier && context['call.slaElapsedPercent'] != null) {
+            score *= computeSlaMultiplier(context['call.slaElapsedPercent']);
+            slaApplied = true;
+        }
+
+        if (params.campaignMultiplier) {
+            const campaignWeight = (context['_campaignWeight'] ?? 5) / 10;
+            const sourceWeight = (context['_sourceWeight'] ?? 5) / 10;
+            score *= campaignWeight * sourceWeight;
+            campaignApplied = true;
+        }
+
+        return {
+            success: true,
+            data: { score, weight: params.weight, slaApplied, campaignApplied },
+        };
+    }
+}

src/rules-engine/consumers/performance.consumer.ts

@@ -0,0 +1,114 @@
+import { Injectable, Logger, OnModuleInit, OnModuleDestroy } from '@nestjs/common';
+import { RulesEngineService } from '../rules-engine.service';
+import { RulesStorageService } from '../rules-storage.service';
+import { PerformanceFactsProvider } from '../facts/performance-facts.provider';
+import { PlatformGraphqlService } from '../../platform/platform-graphql.service';
+
+const TICK_INTERVAL_MS = 5 * 60 * 1000; // 5 minutes
+const KICKOFF_DELAY_MS = 90_000;        // wait for boot to settle
+
+/**
+ * Evaluates `on_schedule` performance rules every 5 minutes for every
+ * platform Agent. Facts come from PerformanceFactsProvider; matching
+ * rules dispatch the escalate action which persists a PerformanceAlert.
+ *
+ * Skips quietly when no scheduled performance rules are configured.
+ */
+@Injectable()
+export class PerformanceConsumer implements OnModuleInit, OnModuleDestroy {
+    private readonly logger = new Logger(PerformanceConsumer.name);
+    private timer: NodeJS.Timeout | null = null;
+
+    constructor(
+        private readonly engine: RulesEngineService,
+        private readonly storage: RulesStorageService,
+        private readonly facts: PerformanceFactsProvider,
+        private readonly platform: PlatformGraphqlService,
+    ) {}
+
+    onModuleInit() {
+        setTimeout(() => {
+            this.runOnce().catch((err) => {
+                this.logger.warn(`[PERF-CONSUMER] First run failed: ${err?.message ?? err}`);
+            });
+        }, KICKOFF_DELAY_MS);
+
+        this.timer = setInterval(() => {
+            this.runOnce().catch((err) => {
+                this.logger.warn(`[PERF-CONSUMER] Tick failed: ${err?.message ?? err}`);
+            });
+        }, TICK_INTERVAL_MS);
+    }
+
+    onModuleDestroy() {
+        if (this.timer) clearInterval(this.timer);
+    }
+
+    async runOnce(): Promise<{ agentsScanned: number; alertsFired: number }> {
+        // Storage.getByTrigger doesn't sub-discriminate on_schedule rules, so
+        // filter to only those that reference agent.* facts in their conditions.
+        // Anything else (e.g. SLA-breach rules over call.* facts) belongs to
+        // other consumers.
+        const allScheduled = await this.storage.getByTrigger('on_schedule');
+        const rules = allScheduled.filter((r) => this.referencesAgentFacts(r.conditions));
+        if (rules.length === 0) {
+            this.logger.debug('[PERF-CONSUMER] No agent-fact on_schedule rules — skipping');
+            return { agentsScanned: 0, alertsFired: 0 };
+        }
+
+        const agents = await this.fetchAgents();
+        if (agents.length === 0) return { agentsScanned: 0, alertsFired: 0 };
+
+        let alertsFired = 0;
+        for (const agent of agents) {
+            try {
+                const factContext = await this.facts.resolveFacts({ agentId: agent.id, agentName: agent.name });
+
+                // Each rule's escalate action needs to know which fact value
+                // to surface as the alert's value (e.g. "65m" for idle).
+                // Inject _alertValue per-rule below.
+                for (const rule of rules) {
+                    const ruleFacts = { ...factContext };
+                    const valueFact = (rule.action.params as any)?.valueFact as string | undefined;
+                    if (valueFact && ruleFacts[valueFact] != null) {
+                        ruleFacts['_alertValue'] = ruleFacts[valueFact];
+                    }
+                    const result = await this.engine.evaluate('on_schedule', 'performance', ruleFacts);
+                    alertsFired += result.results.filter((r: any) => r.success && !r.data?.deduped).length;
+                }
+            } catch (err: any) {
+                this.logger.warn(`[PERF-CONSUMER] Eval failed for agent=${agent.id}: ${err?.message ?? err}`);
+            }
+        }
+
+        if (alertsFired > 0) {
+            this.logger.log(`[PERF-CONSUMER] Tick complete — agents=${agents.length} alertsFired=${alertsFired}`);
+        }
+        return { agentsScanned: agents.length, alertsFired };
+    }
+
+    private referencesAgentFacts(group: any): boolean {
+        if (!group) return false;
+        const items = group.all ?? group.any ?? [];
+        for (const item of items) {
+            if (item.all || item.any) {
+                if (this.referencesAgentFacts(item)) return true;
+            } else if (typeof item.fact === 'string' && item.fact.startsWith('agent.')) {
+                return true;
+            }
+        }
+        return false;
+    }
+
+    private async fetchAgents(): Promise<Array<{ id: string; name: string }>> {
+        try {
+            const data = await this.platform.query<any>(
+                `{ agents(first: 100) { edges { node { id name } } } }`,
+            );
+            return (data?.agents?.edges ?? []).map((e: any) => e.node);
+        } catch (err) {
+            this.logger.warn(`[PERF-CONSUMER] Agent fetch failed: ${err}`);
+            return [];
+        }
+    }
+}

src/rules-engine/consumers/worklist.consumer.ts

@@ -0,0 +1,25 @@
+// src/rules-engine/consumers/worklist.consumer.ts
+
+import { Injectable, Logger } from '@nestjs/common';
+import { RulesEngineService } from '../rules-engine.service';
+import { RulesStorageService } from '../rules-storage.service';
+
+@Injectable()
+export class WorklistConsumer {
+    private readonly logger = new Logger(WorklistConsumer.name);
+
+    constructor(
+        private readonly engine: RulesEngineService,
+        private readonly storage: RulesStorageService,
+    ) {}
+
+    async scoreAndRank(worklistItems: any[]): Promise<any[]> {
+        const rules = await this.storage.getByTrigger('on_request', 'worklist');
+        if (rules.length === 0) {
+            this.logger.debug('No scoring rules configured — returning unsorted');
+            return worklistItems;
+        }
+        this.logger.debug(`Scoring ${worklistItems.length} items with ${rules.length} rules`);
+        return this.engine.scoreWorklist(worklistItems);
+    }
+}

src/rules-engine/facts/agent-facts.provider.ts

@@ -0,0 +1,18 @@
+// src/rules-engine/facts/agent-facts.provider.ts
+
+import type { FactProvider, FactValue } from '../types/fact.types';
+
+export class AgentFactsProvider implements FactProvider {
+    name = 'agent';
+
+    async resolveFacts(agent: any): Promise<Record<string, FactValue>> {
+        return {
+            'agent.status': agent.status ?? 'OFFLINE',
+            'agent.activeCallCount': agent.activeCallCount ?? 0,
+            'agent.todayCallCount': agent.todayCallCount ?? 0,
+            'agent.skills': agent.skills ?? [],
+            'agent.campaigns': agent.campaigns ?? [],
+            'agent.idleMinutes': agent.idleMinutes ?? 0,
+        };
+    }
+}

src/rules-engine/facts/call-facts.provider.ts

@@ -0,0 +1,52 @@
+// src/rules-engine/facts/call-facts.provider.ts
+
+import type { FactProvider, FactValue } from '../types/fact.types';
+import type { PriorityConfig } from '../types/rule.types';
+
+export class CallFactsProvider implements FactProvider {
+    name = 'call';
+
+    async resolveFacts(call: any, priorityConfig?: PriorityConfig): Promise<Record<string, FactValue>> {
+        const taskType = this.inferTaskType(call);
+        const slaMinutes = priorityConfig?.taskWeights[taskType]?.slaMinutes ?? 1440;
+        const createdAt = call.createdAt ? new Date(call.createdAt).getTime() : Date.now();
+        const elapsedMinutes = Math.round((Date.now() - createdAt) / 60000);
+        const slaElapsedPercent = Math.round((elapsedMinutes / slaMinutes) * 100);
+
+        return {
+            'call.direction': call.callDirection ?? call.direction ?? null,
+            'call.status': call.callStatus ?? null,
+            'call.disposition': call.disposition ?? null,
+            'call.durationSeconds': call.durationSeconds ?? call.durationSec ?? 0,
+            'call.callbackStatus': call.callbackStatus ?? call.callbackStatus ?? null,
+            'call.slaElapsedPercent': slaElapsedPercent,
+            'call.slaBreached': slaElapsedPercent > 100,
+            'call.missedCount': call.missedCallCount ?? call.missedCount ?? 0,
+            'call.taskType': taskType,
+        };
+    }
+
+    private inferTaskType(call: any): string {
+        if (call.callStatus === 'MISSED' || call.type === 'missed') return 'missed_call';
+        if (call.followUpType === 'CALLBACK' || call.type === 'callback') return 'follow_up';
+        if (call.type === 'follow-up') return 'follow_up';
+        if (call.contactAttempts >= 3) return 'attempt_3';
+        if (call.contactAttempts >= 2) return 'attempt_2';
+        if (call.campaignId || call.type === 'lead') return 'campaign_lead';
+        return 'campaign_lead';
+    }
+}
+
+// Exported scoring functions — used by both sidecar and frontend (via scoring.ts)
+export function computeSlaMultiplier(slaElapsedPercent: number): number {
+    const elapsed = slaElapsedPercent / 100;
+    if (elapsed > 1) return 1.0 + (elapsed - 1) * 0.5;
+    return Math.pow(elapsed, 1.6);
+}
+
+export function computeSlaStatus(slaElapsedPercent: number): 'low' | 'medium' | 'high' | 'critical' {
+    if (slaElapsedPercent > 100) return 'critical';
+    if (slaElapsedPercent >= 80) return 'high';
+    if (slaElapsedPercent >= 50) return 'medium';
+    return 'low';
+}

src/rules-engine/facts/lead-facts.provider.ts

@@ -0,0 +1,30 @@
+// src/rules-engine/facts/lead-facts.provider.ts
+
+import type { FactProvider, FactValue } from '../types/fact.types';
+
+export class LeadFactsProvider implements FactProvider {
+    name = 'lead';
+
+    async resolveFacts(lead: any): Promise<Record<string, FactValue>> {
+        const createdAt = lead.createdAt ? new Date(lead.createdAt).getTime() : Date.now();
+        const lastContacted = lead.lastContacted ? new Date(lead.lastContacted).getTime() : null;
+
+        return {
+            'lead.source': lead.leadSource ?? lead.source ?? null,
+            'lead.status': lead.leadStatus ?? lead.status ?? null,
+            'lead.priority': lead.priority ?? 'NORMAL',
+            'lead.campaignId': lead.campaignId ?? null,
+            'lead.campaignName': lead.campaignName ?? null,
+            'lead.interestedService': lead.interestedService ?? null,
+            'lead.contactAttempts': lead.contactAttempts ?? 0,
+            'lead.ageMinutes': Math.round((Date.now() - createdAt) / 60000),
+            'lead.ageDays': Math.round((Date.now() - createdAt) / 86400000),
+            'lead.lastContactedMinutes': lastContacted ? Math.round((Date.now() - lastContacted) / 60000) : null,
+            'lead.hasPatient': !!lead.patientId,
+            'lead.isDuplicate': lead.isDuplicate ?? false,
+            'lead.isSpam': lead.isSpam ?? false,
+            'lead.spamScore': lead.spamScore ?? 0,
+            'lead.leadScore': lead.leadScore ?? 0,
+        };
+    }
+}

src/rules-engine/facts/performance-facts.provider.ts

@@ -0,0 +1,93 @@
+import { Injectable, Logger } from '@nestjs/common';
+import { PlatformGraphqlService } from '../../platform/platform-graphql.service';
+import type { FactProvider, FactValue } from '../types/fact.types';
+
+/**
+ * Resolves per-agent performance facts for the rules engine.
+ * Used by the PerformanceConsumer to evaluate alert rules every 5 min.
+ *
+ * Facts exposed:
+ *   - agent.idleMinutes — from today's AgentSession.idleTimeS
+ *   - agent.busyMinutes — from AgentSession.busyTimeS
+ *   - agent.totalCallsToday — count of Calls started today
+ *   - agent.bookedCallsToday — count of Calls today with disposition=APPOINTMENT_BOOKED
+ *   - agent.conversionPercent — bookedCallsToday / totalCallsToday × 100
+ *   - agent.id, agent.name — for routing alerts back to the right agent
+ *
+ * NPS deferred — no source signal exists yet.
+ */
+@Injectable()
+export class PerformanceFactsProvider implements FactProvider {
+    name = 'performance';
+    private readonly logger = new Logger(PerformanceFactsProvider.name);
+
+    constructor(private readonly platform: PlatformGraphqlService) {}
+
+    /**
+     * @param entityData { agentId: string, agentName?: string }
+     */
+    async resolveFacts(entityData: { agentId: string; agentName?: string }): Promise<Record<string, FactValue>> {
+        const agentId = entityData.agentId;
+        const today = this.todayIst();
+
+        const session = await this.fetchTodaySession(agentId, today);
+        const callTotals = await this.fetchTodayCallTotals(agentId, today);
+
+        const idleMinutes = Math.round((session?.idleTimeS ?? 0) / 60);
+        const busyMinutes = Math.round((session?.busyTimeS ?? 0) / 60);
+        const conversionPercent = callTotals.total > 0
+            ? Math.round((callTotals.booked / callTotals.total) * 100)
+            : 0;
+
+        return {
+            'agent.id': agentId,
+            'agent.name': entityData.agentName ?? '',
+            'agent.idleMinutes': idleMinutes,
+            'agent.busyMinutes': busyMinutes,
+            'agent.totalCallsToday': callTotals.total,
+            'agent.bookedCallsToday': callTotals.booked,
+            'agent.conversionPercent': conversionPercent,
+        };
+    }
+
+    private todayIst(): string {
+        const ist = new Date(Date.now() + 5.5 * 60 * 60 * 1000);
+        return ist.toISOString().slice(0, 10);
+    }
+
+    private async fetchTodaySession(agentId: string, date: string): Promise<{ idleTimeS: number; busyTimeS: number } | null> {
+        try {
+            const data = await this.platform.query<any>(
+                `{ agentSessions(first: 1, filter: { agentId: { eq: "${agentId}" }, date: { eq: "${date}" } }) {
+                    edges { node { idleTimeS busyTimeS } }
+                } }`,
+            );
+            const node = data?.agentSessions?.edges?.[0]?.node;
+            if (!node) return null;
+            return { idleTimeS: node.idleTimeS ?? 0, busyTimeS: node.busyTimeS ?? 0 };
+        } catch (err) {
+            this.logger.warn(`[PERF-FACTS] Session fetch failed for agent=${agentId}: ${err}`);
+            return null;
+        }
+    }
+
+    private async fetchTodayCallTotals(agentId: string, date: string): Promise<{ total: number; booked: number }> {
+        const gte = `${date}T00:00:00+05:30`;
+        const lte = `${date}T23:59:59+05:30`;
+        try {
+            const data = await this.platform.query<any>(
+                `{ calls(first: 200, filter: {
+                    agentId: { eq: "${agentId}" },
+                    startedAt: { gte: "${gte}", lte: "${lte}" }
+                }) { edges { node { disposition } } } }`,
+            );
+            const edges = data?.calls?.edges ?? [];
+            const total = edges.length;
+            const booked = edges.filter((e: any) => e.node.disposition === 'APPOINTMENT_BOOKED').length;
+            return { total, booked };
+        } catch (err) {
+            this.logger.warn(`[PERF-FACTS] Call totals fetch failed for agent=${agentId}: ${err}`);
+            return { total: 0, booked: 0 };
+        }
+    }
+}

src/rules-engine/rules-engine.controller.ts

@@ -0,0 +1,123 @@
+// src/rules-engine/rules-engine.controller.ts
+
+import { Controller, Get, Post, Put, Delete, Patch, Param, Body, HttpException, Logger } from '@nestjs/common';
+import { RulesStorageService } from './rules-storage.service';
+import { RulesEngineService } from './rules-engine.service';
+import type { Rule, PriorityConfig } from './types/rule.types';
+import { readFileSync } from 'fs';
+import { join } from 'path';
+
+@Controller('api/rules')
+export class RulesEngineController {
+    private readonly logger = new Logger(RulesEngineController.name);
+
+    constructor(
+        private readonly storage: RulesStorageService,
+        private readonly engine: RulesEngineService,
+    ) {}
+
+    // --- Priority Config (slider UI) ---
+
+    @Get('priority-config')
+    async getPriorityConfig() {
+        return this.storage.getPriorityConfig();
+    }
+
+    @Put('priority-config')
+    async updatePriorityConfig(@Body() body: PriorityConfig) {
+        return this.storage.updatePriorityConfig(body);
+    }
+
+    // --- Rule CRUD ---
+
+    @Get()
+    async listRules() {
+        return this.storage.getAll();
+    }
+
+    @Get(':id')
+    async getRule(@Param('id') id: string) {
+        const rule = await this.storage.getById(id);
+        if (!rule) throw new HttpException('Rule not found', 404);
+        return rule;
+    }
+
+    @Post()
+    async createRule(@Body() body: any) {
+        if (!body.name || !body.trigger || !body.conditions || !body.action) {
+            throw new HttpException('name, trigger, conditions, and action are required', 400);
+        }
+        return this.storage.create({
+            ...body,
+            ruleType: body.ruleType ?? 'priority',
+            enabled: body.enabled ?? true,
+            priority: body.priority ?? 99,
+        });
+    }
+
+    @Put(':id')
+    async updateRule(@Param('id') id: string, @Body() body: Partial<Rule>) {
+        const updated = await this.storage.update(id, body);
+        if (!updated) throw new HttpException('Rule not found', 404);
+        return updated;
+    }
+
+    @Delete(':id')
+    async deleteRule(@Param('id') id: string) {
+        const deleted = await this.storage.delete(id);
+        if (!deleted) throw new HttpException('Rule not found', 404);
+        return { status: 'ok' };
+    }
+
+    @Patch(':id/toggle')
+    async toggleRule(@Param('id') id: string) {
+        const toggled = await this.storage.toggle(id);
+        if (!toggled) throw new HttpException('Rule not found', 404);
+        return toggled;
+    }
+
+    @Post('reorder')
+    async reorderRules(@Body() body: { ids: string[] }) {
+        if (!body.ids?.length) throw new HttpException('ids array required', 400);
+        return this.storage.reorder(body.ids);
+    }
+
+    // --- Evaluation ---
+
+    @Post('evaluate')
+    async evaluate(@Body() body: { trigger: string; triggerValue: string; facts: Record<string, any> }) {
+        return this.engine.evaluate(body.trigger, body.triggerValue, body.facts);
+    }
+
+    // --- Templates ---
+
+    @Get('templates/list')
+    async listTemplates() {
+        return [{ id: 'hospital-starter', name: 'Hospital Starter Pack', description: 'Default rules for a hospital call center', ruleCount: 7 }];
+    }
+
+    @Post('templates/:id/apply')
+    async applyTemplate(@Param('id') id: string) {
+        if (id !== 'hospital-starter') throw new HttpException('Template not found', 404);
+
+        let template: any;
+        try {
+            template = JSON.parse(readFileSync(join(__dirname, 'templates', 'hospital-starter.json'), 'utf8'));
+        } catch {
+            throw new HttpException('Failed to load template', 500);
+        }
+
+        // Apply priority config
+        await this.storage.updatePriorityConfig(template.priorityConfig);
+
+        // Create rules
+        const created: Rule[] = [];
+        for (const rule of template.rules) {
+            const newRule = await this.storage.create(rule);
+            created.push(newRule);
+        }
+
+        this.logger.log(`Applied hospital-starter template: ${created.length} rules + priority config`);
+        return { status: 'ok', rulesCreated: created.length, rules: created };
+    }
+}

src/rules-engine/rules-engine.module.ts

@@ -0,0 +1,26 @@
+// src/rules-engine/rules-engine.module.ts
+
+import { Module } from '@nestjs/common';
+import { PlatformModule } from '../platform/platform.module';
+import { RulesEngineController } from './rules-engine.controller';
+import { RulesEngineService } from './rules-engine.service';
+import { RulesStorageService } from './rules-storage.service';
+import { WorklistConsumer } from './consumers/worklist.consumer';
+import { PerformanceConsumer } from './consumers/performance.consumer';
+import { EscalateActionHandler } from './actions/escalate.action';
+import { PerformanceFactsProvider } from './facts/performance-facts.provider';
+
+@Module({
+    imports: [PlatformModule],
+    controllers: [RulesEngineController],
+    providers: [
+        RulesEngineService,
+        RulesStorageService,
+        WorklistConsumer,
+        PerformanceConsumer,
+        EscalateActionHandler,
+        PerformanceFactsProvider,
+    ],
+    exports: [RulesEngineService, RulesStorageService, WorklistConsumer, PerformanceConsumer],
+})
+export class RulesEngineModule {}

src/rules-engine/rules-engine.service.ts

@@ -0,0 +1,142 @@
+// src/rules-engine/rules-engine.service.ts
+
+import { Injectable, Logger } from '@nestjs/common';
+import { Engine } from 'json-rules-engine';
+import { RulesStorageService } from './rules-storage.service';
+import { LeadFactsProvider } from './facts/lead-facts.provider';
+import { CallFactsProvider, computeSlaMultiplier, computeSlaStatus } from './facts/call-facts.provider';
+import { AgentFactsProvider } from './facts/agent-facts.provider';
+import { ScoreActionHandler } from './actions/score.action';
+import { AssignActionHandler } from './actions/assign.action';
+import { EscalateActionHandler } from './actions/escalate.action';
+import type { Rule, ScoredItem, ScoreBreakdown, PriorityConfig } from './types/rule.types';
+import type { ActionHandler } from './types/action.types';
+
+@Injectable()
+export class RulesEngineService {
+    private readonly logger = new Logger(RulesEngineService.name);
+    private readonly leadFacts = new LeadFactsProvider();
+    private readonly callFacts = new CallFactsProvider();
+    private readonly agentFacts = new AgentFactsProvider();
+    private readonly actionHandlers: Map<string, ActionHandler>;
+
+    constructor(
+        private readonly storage: RulesStorageService,
+        private readonly escalateHandler: EscalateActionHandler,
+    ) {
+        this.actionHandlers = new Map([
+            ['score', new ScoreActionHandler()],
+            ['assign', new AssignActionHandler()],
+            ['escalate', this.escalateHandler],
+        ]);
+    }
+
+    async evaluate(triggerType: string, triggerValue: string, factContext: Record<string, any>): Promise<{ rulesApplied: string[]; results: any[] }> {
+        const rules = await this.storage.getByTrigger(triggerType, triggerValue);
+        if (rules.length === 0) return { rulesApplied: [], results: [] };
+
+        const engine = new Engine();
+        const ruleMap = new Map<string, Rule>();
+
+        for (const rule of rules) {
+            engine.addRule({
+                conditions: rule.conditions as any,
+                event: { type: rule.action.type, params: { ruleId: rule.id, ...rule.action.params as any } },
+                priority: rule.priority,
+            });
+            ruleMap.set(rule.id, rule);
+        }
+
+        for (const [key, value] of Object.entries(factContext)) {
+            engine.addFact(key, value);
+        }
+
+        const { events } = await engine.run();
+        const results: any[] = [];
+        const rulesApplied: string[] = [];
+
+        for (const event of events) {
+            const ruleId = event.params?.ruleId;
+            const rule = ruleMap.get(ruleId);
+            if (!rule) continue;
+            const handler = this.actionHandlers.get(event.type);
+            if (handler) {
+                const result = await handler.execute(rule.action, factContext);
+                results.push({ ruleId, ruleName: rule.name, ...result });
+                rulesApplied.push(rule.name);
+            }
+        }
+
+        return { rulesApplied, results };
+    }
+
+    async scoreWorklistItem(item: any, priorityConfig: PriorityConfig): Promise<ScoredItem> {
+        const leadFacts = await this.leadFacts.resolveFacts(item.originalLead ?? item);
+        const callFacts = await this.callFacts.resolveFacts(item, priorityConfig);
+        const taskType = callFacts['call.taskType'] as string;
+
+        // Inject priority config weights into context for the score action
+        const campaignWeight = item.campaignId ? (priorityConfig.campaignWeights[item.campaignId] ?? 5) : 5;
+        const sourceWeight = priorityConfig.sourceWeights[leadFacts['lead.source'] as string] ?? 5;
+
+        const allFacts: Record<string, any> = {
+            ...leadFacts,
+            ...callFacts,
+            '_campaignWeight': campaignWeight,
+            '_sourceWeight': sourceWeight,
+        };
+
+        const { rulesApplied, results } = await this.evaluate('on_request', 'worklist', allFacts);
+
+        let totalScore = 0;
+        let slaMultiplierVal = 1;
+        let campaignMultiplierVal = 1;
+
+        for (const result of results) {
+            if (result.success && result.data?.score != null) {
+                totalScore += result.data.score;
+                if (result.data.slaApplied) slaMultiplierVal = computeSlaMultiplier((allFacts['call.slaElapsedPercent'] as number) ?? 0);
+                if (result.data.campaignApplied) campaignMultiplierVal = (campaignWeight / 10) * (sourceWeight / 10);
+            }
+        }
+
+        const slaElapsedPercent = (allFacts['call.slaElapsedPercent'] as number) ?? 0;
+
+        return {
+            id: item.id,
+            score: Math.round(totalScore * 100) / 100,
+            scoreBreakdown: {
+                baseScore: totalScore,
+                slaMultiplier: Math.round(slaMultiplierVal * 100) / 100,
+                campaignMultiplier: Math.round(campaignMultiplierVal * 100) / 100,
+                rulesApplied,
+            },
+            slaStatus: computeSlaStatus(slaElapsedPercent),
+            slaElapsedPercent,
+        };
+    }
+
+    async scoreWorklist(items: any[]): Promise<(any & ScoredItem)[]> {
+        const priorityConfig = await this.storage.getPriorityConfig();
+        const scored = await Promise.all(
+            items.map(async (item) => {
+                const scoreData = await this.scoreWorklistItem(item, priorityConfig);
+                return { ...item, ...scoreData };
+            }),
+        );
+        scored.sort((a, b) => b.score - a.score);
+        return scored;
+    }
+
+    async previewScoring(items: any[], config: PriorityConfig): Promise<(any & ScoredItem)[]> {
+        // Same as scoreWorklist but uses provided config (for live preview)
+        const scored = await Promise.all(
+            items.map(async (item) => {
+                const scoreData = await this.scoreWorklistItem(item, config);
+                return { ...item, ...scoreData };
+            }),
+        );
+        scored.sort((a, b) => b.score - a.score);
+        return scored;
+    }
+}

src/rules-engine/rules-storage.service.ts

@@ -0,0 +1,186 @@
+// src/rules-engine/rules-storage.service.ts
+
+import { Injectable, Logger, OnModuleInit } from '@nestjs/common';
+import { ConfigService } from '@nestjs/config';
+import Redis from 'ioredis';
+import { readFileSync, writeFileSync, existsSync, mkdirSync } from 'fs';
+import { dirname, join } from 'path';
+import { randomUUID } from 'crypto';
+import type { Rule, PriorityConfig } from './types/rule.types';
+import { DEFAULT_PRIORITY_CONFIG } from './types/rule.types';
+
+const RULES_KEY = 'rules:config';
+const PRIORITY_CONFIG_KEY = 'rules:priority-config';
+const VERSION_KEY = 'rules:scores:version';
+
+@Injectable()
+export class RulesStorageService implements OnModuleInit {
+    private readonly logger = new Logger(RulesStorageService.name);
+    private readonly redis: Redis;
+    private readonly backupDir: string;
+
+    constructor(private config: ConfigService) {
+        this.redis = new Redis(config.get<string>('REDIS_URL') ?? 'redis://localhost:6379');
+        this.backupDir = config.get<string>('RULES_BACKUP_DIR') ?? join(process.cwd(), 'data');
+    }
+
+    async onModuleInit() {
+        // Restore rules from backup if Redis is empty
+        const existing = await this.redis.get(RULES_KEY);
+        if (!existing) {
+            const rulesBackup = join(this.backupDir, 'rules-config.json');
+            if (existsSync(rulesBackup)) {
+                const data = readFileSync(rulesBackup, 'utf8');
+                await this.redis.set(RULES_KEY, data);
+                this.logger.log(`Restored ${JSON.parse(data).length} rules from backup`);
+            } else {
+                await this.redis.set(RULES_KEY, '[]');
+                this.logger.log('Initialized empty rules config');
+            }
+        }
+
+        // Restore priority config from backup if Redis is empty
+        const existingConfig = await this.redis.get(PRIORITY_CONFIG_KEY);
+        if (!existingConfig) {
+            const configBackup = join(this.backupDir, 'priority-config.json');
+            if (existsSync(configBackup)) {
+                const data = readFileSync(configBackup, 'utf8');
+                await this.redis.set(PRIORITY_CONFIG_KEY, data);
+                this.logger.log('Restored priority config from backup');
+            } else {
+                await this.redis.set(PRIORITY_CONFIG_KEY, JSON.stringify(DEFAULT_PRIORITY_CONFIG));
+                this.logger.log('Initialized default priority config');
+            }
+        }
+    }
+
+    // --- Priority Config ---
+
+    async getPriorityConfig(): Promise<PriorityConfig> {
+        const data = await this.redis.get(PRIORITY_CONFIG_KEY);
+        return data ? JSON.parse(data) : DEFAULT_PRIORITY_CONFIG;
+    }
+
+    async updatePriorityConfig(config: PriorityConfig): Promise<PriorityConfig> {
+        await this.redis.set(PRIORITY_CONFIG_KEY, JSON.stringify(config));
+        await this.redis.incr(VERSION_KEY);
+        this.backupFile('priority-config.json', config);
+        return config;
+    }
+
+    // --- Rules CRUD ---
+
+    async getAll(): Promise<Rule[]> {
+        const data = await this.redis.get(RULES_KEY);
+        return data ? JSON.parse(data) : [];
+    }
+
+    async getById(id: string): Promise<Rule | null> {
+        const rules = await this.getAll();
+        return rules.find(r => r.id === id) ?? null;
+    }
+
+    async getByTrigger(triggerType: string, triggerValue?: string): Promise<Rule[]> {
+        const rules = await this.getAll();
+        return rules.filter(r => {
+            if (!r.enabled) return false;
+            if (r.trigger.type !== triggerType) return false;
+            if (triggerValue && 'request' in r.trigger && r.trigger.request !== triggerValue) return false;
+            if (triggerValue && 'event' in r.trigger && r.trigger.event !== triggerValue) return false;
+            return true;
+        }).sort((a, b) => a.priority - b.priority);
+    }
+
+    async create(rule: Omit<Rule, 'id' | 'metadata'> & { createdBy?: string }): Promise<Rule> {
+        const rules = await this.getAll();
+        const newRule: Rule = {
+            ...rule,
+            id: randomUUID(),
+            metadata: {
+                createdAt: new Date().toISOString(),
+                updatedAt: new Date().toISOString(),
+                createdBy: rule.createdBy ?? 'system',
+                category: this.inferCategory(rule.action.type),
+                tags: [],
+            },
+        };
+        rules.push(newRule);
+        await this.saveRules(rules);
+        return newRule;
+    }
+
+    async update(id: string, updates: Partial<Rule>): Promise<Rule | null> {
+        const rules = await this.getAll();
+        const index = rules.findIndex(r => r.id === id);
+        if (index === -1) return null;
+        rules[index] = {
+            ...rules[index],
+            ...updates,
+            id,
+            metadata: { ...rules[index].metadata, updatedAt: new Date().toISOString(), ...(updates.metadata ?? {}) },
+        };
+        await this.saveRules(rules);
+        return rules[index];
+    }
+
+    async delete(id: string): Promise<boolean> {
+        const rules = await this.getAll();
+        const filtered = rules.filter(r => r.id !== id);
+        if (filtered.length === rules.length) return false;
+        await this.saveRules(filtered);
+        return true;
+    }
+
+    async toggle(id: string): Promise<Rule | null> {
+        const rule = await this.getById(id);
+        if (!rule) return null;
+        return this.update(id, { enabled: !rule.enabled });
+    }
+
+    async reorder(ids: string[]): Promise<Rule[]> {
+        const rules = await this.getAll();
+        const reorderedIds = new Set(ids);
+        const reordered = ids.map((id, i) => {
+            const rule = rules.find(r => r.id === id);
+            if (rule) rule.priority = i;
+            return rule;
+        }).filter(Boolean) as Rule[];
+        const remaining = rules.filter(r => !reorderedIds.has(r.id));
+        const final = [...reordered, ...remaining];
+        await this.saveRules(final);
+        return final;
+    }
+
+    async getVersion(): Promise<number> {
+        const v = await this.redis.get(VERSION_KEY);
+        return v ? parseInt(v, 10) : 0;
+    }
+
+    // --- Internal ---
+
+    private async saveRules(rules: Rule[]) {
+        const json = JSON.stringify(rules, null, 2);
+        await this.redis.set(RULES_KEY, json);
+        await this.redis.incr(VERSION_KEY);
+        this.backupFile('rules-config.json', rules);
+    }
+
+    private backupFile(filename: string, data: any) {
+        try {
+            if (!existsSync(this.backupDir)) mkdirSync(this.backupDir, { recursive: true });
+            writeFileSync(join(this.backupDir, filename), JSON.stringify(data, null, 2), 'utf8');
+        } catch (err) {
+            this.logger.warn(`Failed to write backup ${filename}: ${err}`);
+        }
+    }
+
+    private inferCategory(actionType: string): Rule['metadata']['category'] {
+        switch (actionType) {
+            case 'score': return 'priority';
+            case 'assign': return 'assignment';
+            case 'escalate': return 'escalation';
+            case 'update': return 'lifecycle';
+            default: return 'priority';
+        }
+    }
+}