helix-engage-server/src/worklist/missed-call-webhook.controller.ts

import { Controller, Post, Body, Headers, Logger, Inject, forwardRef } from '@nestjs/common';
import { PlatformGraphqlService } from '../platform/platform-graphql.service';
import { AgentLookupService } from '../platform/agent-lookup.service';
import { CallerResolutionService } from '../caller/caller-resolution.service';
import { SupervisorService } from '../supervisor/supervisor.service';
import { ConfigService } from '@nestjs/config';

// Ozonetel sends all timestamps in IST — convert to UTC for storage
function istToUtc(istDateStr: string | null): string | null {
    if (!istDateStr) return null;
    // Parse as-is, then subtract 5:30 to get UTC
    const d = new Date(istDateStr);
    if (isNaN(d.getTime())) return null;
    d.setMinutes(d.getMinutes() - 330); // IST is UTC+5:30
    return d.toISOString();
}

@Controller('webhooks/ozonetel')
export class MissedCallWebhookController {
    private readonly logger = new Logger(MissedCallWebhookController.name);
    private readonly apiKey: string;

    constructor(
        private readonly platform: PlatformGraphqlService,
        private readonly config: ConfigService,
        private readonly caller: CallerResolutionService,
        private readonly agentLookup: AgentLookupService,
        @Inject(forwardRef(() => SupervisorService)) private readonly supervisor: SupervisorService,
    ) {
        this.apiKey = config.get<string>('platform.apiKey') ?? '';
    }

    @Post('missed-call')
    async handleCallWebhook(@Body() body: Record<string, any>) {
        // Ozonetel sends the payload as a JSON string inside a "data" field
        let payload: Record<string, any>;
        try {
            payload = typeof body.data === 'string' ? JSON.parse(body.data) : body;
        } catch {
            payload = body;
        }

        this.logger.log(`Call webhook: ${payload.CallerID} | ${payload.Status} | ${payload.Type}`);

        const callerPhone = (payload.CallerID ?? '').replace(/^\+?91/, '');
        const status = payload.Status; // NotAnswered, Answered, Abandoned
        const type = payload.Type; // InBound, OutBound
        const startTime = payload.StartTime;
        const endTime = payload.EndTime;
        const duration = this.parseDuration(payload.CallDuration ?? '00:00:00');
        const agentName = payload.AgentName ?? null;
        const recordingUrl = payload.AudioFile ?? null;
        const monitorUcid = payload.monitorUCID ?? null;
        // Resolve agent-side UCID from real-time event mapping.
        // The dispose endpoint creates Call records with the agent UCID;
        // this lets us find and enrich that record instead of duplicating.
        const agentUcid = monitorUcid ? this.supervisor.resolveAgentUcid(monitorUcid) : null;
        const ucid = agentUcid ?? monitorUcid;
        if (agentUcid) {
            this.logger.log(`[WEBHOOK] Resolved monitorUCID ${monitorUcid} → agent UCID ${agentUcid}`);
        }
        const disposition = payload.Disposition ?? null;
        const hangupBy = payload.HangupBy ?? null;

        if (!callerPhone) {
            this.logger.warn('No caller phone in webhook — skipping');
            return { received: true, processed: false };
        }

        // Skip outbound calls — an unanswered outbound dial is NOT a
        // "missed call" in the call-center sense. Outbound call records
        // are created by the disposition flow, not the webhook.
        if (type === 'Manual' || type === 'OutBound') {
            this.logger.log(`Skipping outbound call webhook (type=${type}, status=${status})`);
            return { received: true, processed: false, reason: 'outbound' };
        }

        // Determine call status for our platform
        const callStatus = status === 'Answered' ? 'COMPLETED' : 'MISSED';
        const direction = 'INBOUND'; // only inbound reaches here now

        // Use API key auth for server-to-server writes
        const authHeader = this.apiKey ? `Bearer ${this.apiKey}` : '';
        if (!authHeader) {
            this.logger.warn('No PLATFORM_API_KEY configured — cannot write call records');
            return { received: true, processed: false };
        }

        try {
            // Step 1: Resolve caller. CallerResolutionService looks up BOTH
            // leads and patients — for an existing patient with no lead yet
            // it creates the lead on the fly and returns the name. This is
            // the single source of truth for caller identity across webhook,
            // polling, and agent-initiated paths.
            let resolved: { leadId: string; leadName: string | null; patientId: string } = {
                leadId: '',
                leadName: null,
                patientId: '',
            };
            try {
                const r = await this.caller.resolve(callerPhone, authHeader);
                const fullName = `${r.firstName} ${r.lastName}`.trim();
                resolved = {
                    leadId: r.leadId,
                    // Resolver returns isNew when no Lead/Patient exists for
                    // this phone. We do NOT auto-create records from the
                    // webhook — agents don't have a name to attach, so we
                    // persist the phone as leadName (honest snapshot). The
                    // first agent action (enquiry, appointment) will create
                    // real Lead+Patient records and retroactive identity
                    // isn't a data-layer concern.
                    leadName: r.isNew ? `+91${callerPhone}` : (fullName || null),
                    patientId: r.patientId,
                };
                this.logger.log(`[WEBHOOK] Resolved ${callerPhone} → lead=${resolved.leadId || 'none'} name=${resolved.leadName ?? 'unresolved'} isNew=${r.isNew}`);
            } catch (err) {
                this.logger.warn(`[WEBHOOK] Caller resolution failed for ${callerPhone}: ${err}`);
            }

            // Step 2: For answered calls, the dispose endpoint creates the
            // Call record ~5s before this webhook fires. Check if it already
            // exists and enrich it instead of creating a duplicate.
            let callId: string;
            if (callStatus === 'COMPLETED' && ucid) {
                const existing = await this.platform.queryWithAuth<any>(
                    `{ calls(first: 1, filter: { ucid: { eq: "${ucid}" } }) { edges { node { id } } } }`,
                    undefined, authHeader,
                ).catch(() => null);
                const existingId = existing?.calls?.edges?.[0]?.node?.id;
                if (existingId) {
                    // Enrich existing record with webhook data (recording, chain name, timing)
                    const enrichData: Record<string, any> = {};
                    if (agentName) enrichData.agentName = agentName;
                    if (recordingUrl) enrichData.recording = { primaryLinkUrl: recordingUrl, primaryLinkLabel: 'Recording' };
                    if (resolved.leadId) enrichData.leadId = resolved.leadId;
                    if (resolved.leadName) enrichData.leadName = resolved.leadName;
                    if (startTime) enrichData.startedAt = istToUtc(startTime);
                    if (endTime) enrichData.endedAt = istToUtc(endTime);
                    if (duration) enrichData.durationSec = duration;
                    if (Object.keys(enrichData).length > 0) {
                        await this.platform.queryWithAuth<any>(
                            `mutation($id: UUID!, $data: CallUpdateInput!) { updateCall(id: $id, data: $data) { id } }`,
                            { id: existingId, data: enrichData },
                            authHeader,
                        ).catch(err => this.logger.warn(`[WEBHOOK] Failed to enrich call ${existingId}: ${err}`));
                    }
                    callId = existingId;
                    this.logger.log(`[WEBHOOK] Enriched existing call ${callId} with recording=${recordingUrl ? 'yes' : 'no'} agentName=${agentName}`);
                } else {
                    // Fallback: dispose didn't create it (edge case) — create normally
                    this.logger.log(`[WEBHOOK] No existing call found for ucid=${ucid} — creating new record`);
                    callId = await this.createCall({
                        callerPhone, direction, callStatus, agentName,
                        startTime, endTime, duration, recordingUrl, disposition, ucid,
                        leadId: resolved.leadId || null, leadName: resolved.leadName,
                    }, authHeader);
                    this.logger.log(`Created call record: ${callId} (${callStatus})${resolved.leadName ? ` linked to ${resolved.leadName}` : ''}`);
                }
            } else {
                // Missed calls — always create (no dispose fires for unanswered)
                callId = await this.createCall({
                    callerPhone, direction, callStatus, agentName,
                    startTime, endTime, duration, recordingUrl, disposition, ucid,
                    leadId: resolved.leadId || null, leadName: resolved.leadName,
                }, authHeader);
                this.logger.log(`Created call record: ${callId} (${callStatus})${resolved.leadName ? ` linked to ${resolved.leadName}` : ''}`);
            }

            // Push worklist SSE so agents see new calls instantly
            // instead of waiting for the 30s frontend poll.
            this.supervisor.emitWorklistUpdate({
                type: callStatus === 'MISSED' ? 'missed-call' : 'inbound-call',
                callerPhone: callerPhone,
                callerName: resolved.leadName ?? undefined,
                callId,
            });

            // Step 3: Lead-side side-effects (activity log + contact stats)
            if (resolved.leadId) {
                const summary = callStatus === 'MISSED'
                    ? `Missed inbound call from ${callerPhone} (${duration}s, ${hangupBy ?? 'unknown'})`
                    : `Inbound call from ${callerPhone} — ${duration}s, ${disposition || 'no disposition'}`;

                await this.createLeadActivity({
                    leadId: resolved.leadId,
                    activityType: 'CALL_RECEIVED',
                    summary,
                    channel: 'PHONE',
                    performedBy: agentName ?? 'System',
                    durationSeconds: duration,
                    outcome: callStatus === 'MISSED' ? 'NO_ANSWER' : 'SUCCESSFUL',
                }, authHeader);

                // Bump contact timestamps. Read current contactAttempts first
                // (kept local rather than extending resolve() signature).
                const leadMeta = await this.findLeadByPhone(callerPhone, authHeader);
                await this.updateLead(resolved.leadId, {
                    lastContacted: startTime ? new Date(startTime).toISOString() : new Date().toISOString(),
                    contactAttempts: ((leadMeta?.contactAttempts) ?? 0) + 1,
                }, authHeader);
            }

            return { received: true, processed: true, callId, leadId: resolved.leadId || null };
        } catch (err: any) {
            const responseData = err?.response?.data ? JSON.stringify(err.response.data) : '';
            this.logger.error(`Webhook processing failed: ${err.message} ${responseData}`);
            return { received: true, processed: false, error: String(err) };
        }
    }

    private async createCall(data: {
        callerPhone: string;
        direction: string;
        callStatus: string;
        agentName: string | null;
        startTime: string | null;
        endTime: string | null;
        duration: number;
        recordingUrl: string | null;
        disposition: string | null;
        ucid: string | null;
        leadId?: string | null;
        leadName?: string | null;
    }, authHeader: string): Promise<string> {
        const callData: Record<string, any> = {
            name: `${data.direction === 'INBOUND' ? 'Inbound' : 'Outbound'} — ${data.callerPhone}`,
            direction: data.direction,
            callStatus: data.callStatus,
            callerNumber: { primaryPhoneNumber: `+91${data.callerPhone}` },
            agentName: data.agentName,
            startedAt: istToUtc(data.startTime),
            endedAt: istToUtc(data.endTime),
            durationSec: data.duration,
            disposition: this.mapDisposition(data.disposition),
        };
        // Persist UCID so the 30-min CDR enrichment cron and historical
        // backfill can pair this row to a CDR record and fill in the
        // authoritative agent relation.
        if (data.ucid) callData.ucid = data.ucid;
        if (data.leadId) callData.leadId = data.leadId;
        if (data.leadName) callData.leadName = data.leadName;
        // Set callback tracking fields for missed calls so they appear in the worklist
        if (data.callStatus === 'MISSED') {
            callData.callbackStatus = 'PENDING_CALLBACK';
            callData.missedCallCount = 1;
        }
        if (data.recordingUrl) {
            callData.recording = { primaryLinkUrl: data.recordingUrl, primaryLinkLabel: 'Recording' };
        }

        // Resolve agent relation at write-time so the supervisor dashboard
        // can bucket the row immediately. Ozonetel sends transferred calls
        // with a chain-style AgentName like "RamaiahAdmin -> GlobalHealthX" —
        // the final handler is the last segment, so split on " -> " and
        // resolve that. Try both ozonetelAgentId (lowercase unique) and
        // ozonetelDisplayName (mixed-case human label) since Ozonetel mixes
        // formats across webhook payloads. Leaves agentId null on miss so
        // the cdr-enrichment cron can still attempt a match by UCID later.
        if (data.agentName) {
            const segments = data.agentName.split('->').map((s) => s.trim()).filter(Boolean);
            const finalHandler = segments[segments.length - 1];
            if (finalHandler) {
                const uuid =
                    (await this.agentLookup.resolveByOzonetelId(finalHandler)) ??
                    (await this.agentLookup.resolveByDisplayName(finalHandler));
                if (uuid) callData.agentId = uuid;
            }
        }

        const result = await this.platform.queryWithAuth<any>(
            `mutation($data: CallCreateInput!) { createCall(data: $data) { id } }`,
            { data: callData },
            authHeader,
        );
        return result.createCall.id;
    }

    private async findLeadByPhone(phone: string, authHeader: string): Promise<{ id: string; name: string; contactAttempts: number } | null> {
        const result = await this.platform.queryWithAuth<any>(
            `{ leads(first: 50) { edges { node { id name contactPhone { primaryPhoneNumber } contactAttempts lastContacted } } } }`,
            undefined,
            authHeader,
        );
        const leads = result.leads.edges.map((e: any) => e.node);
        const cleanPhone = phone.replace(/\D/g, '');

        return leads.find((l: any) => {
            const lp = (l.contactPhone?.primaryPhoneNumber ?? '').replace(/\D/g, '');
            return lp.endsWith(cleanPhone) || cleanPhone.endsWith(lp);
        }) ?? null;
    }

    private async updateCall(callId: string, data: Record<string, any>, authHeader: string): Promise<void> {
        await this.platform.queryWithAuth<any>(
            `mutation($id: UUID!, $data: CallUpdateInput!) { updateCall(id: $id, data: $data) { id } }`,
            { id: callId, data },
            authHeader,
        );
    }

    private async createLeadActivity(data: {
        leadId: string;
        activityType: string;
        summary: string;
        channel: string;
        performedBy: string;
        durationSeconds: number;
        outcome: string;
    }, authHeader: string): Promise<void> {
        await this.platform.queryWithAuth<any>(
            `mutation($data: LeadActivityCreateInput!) { createLeadActivity(data: $data) { id } }`,
            {
                data: {
                    name: data.summary.substring(0, 80),
                    activityType: data.activityType,
                    summary: data.summary,
                    occurredAt: new Date().toISOString(),
                    performedBy: data.performedBy,
                    channel: data.channel,
                    durationSec: data.durationSeconds,
                    outcome: data.outcome,
                    leadId: data.leadId,
                },
            },
            authHeader,
        );
    }

    private async updateLead(leadId: string, data: Record<string, any>, authHeader: string): Promise<void> {
        await this.platform.queryWithAuth<any>(
            `mutation($id: UUID!, $data: LeadUpdateInput!) { updateLead(id: $id, data: $data) { id } }`,
            { id: leadId, data },
            authHeader,
        );
    }

    private parseDuration(timeStr: string): number {
        const parts = timeStr.split(':').map(Number);
        if (parts.length === 3) return parts[0] * 3600 + parts[1] * 60 + parts[2];
        if (parts.length === 2) return parts[0] * 60 + parts[1];
        return parseInt(timeStr) || 0;
    }

    private mapDisposition(disposition: string | null): string | null {
        if (!disposition) return null;
        const map: Record<string, string> = {
            'General Enquiry': 'INFO_PROVIDED',
            'Appointment Booked': 'APPOINTMENT_BOOKED',
            'Follow Up': 'FOLLOW_UP_SCHEDULED',
            'Not Interested': 'NOT_INTERESTED',
            'Wrong Number': 'WRONG_NUMBER',
            'No Answer': 'NO_ANSWER',
        };
        return map[disposition] ?? null;
    }
}