engine/flow_router.py

from engine.states import (
    START,
    WAITING_MAIN_MENU,
    WAITING_USER_TYPE,
    WAITING_AUDIENCE,
    WAITING_PRIOR_STUDY,
    WAITING_BEGINNER_SCHEDULE_CHOICE,
    WAITING_PDF_102_CONFIRMATION,
    WAITING_PLACEMENT_TEST_CONFIRMATION,
    WAITING_CURRENT_STUDENT_ACTION,
    WAITING_SUPPORT_QUESTION,
    WAITING_LEVEL_SELECTION,
    WAITING_PAYMENT_METHOD,
    WAITING_COMPLAINT_FORM,
    HANDOFF_DONE,
)

from knowledge.replies import (
    greeting_main_menu_reply,
    ask_new_or_current_reply,
    ask_audience_reply,
    ask_prior_study_reply,
    beginner_schedule_reply,
    pdf_102_reply,
    placement_test_reply,
    current_student_menu_reply,
    support_question_reply,
    ask_level_selection_reply,
    payment_methods_reply,
    unknown_reply,
)

from knowledge.message_understanding import classify_message
from handoff.sales import create_sales_handoff_result
from handoff.support import create_support_handoff_result
from handoff.complaints import create_complaint_flow_result


def route_message(state: str, text: str, session: dict):
    flow_data = session.get("flow_data", {}) or {}
    parsed = classify_message(state, text, flow_data)

    kind = parsed["kind"]
    value = parsed["value"]
    entities = parsed.get("entities", {}) or {}

    print("========== MESSAGE CLASSIFICATION ==========")
    print(f"state: {state}")
    print(f"text: {text}")
    print(f"kind: {kind}")
    print(f"value: {value}")
    print(f"entities: {entities}")
    print(f"source: {parsed.get('source')}")
    if parsed.get("raw_model_output") is not None:
        print(f"raw_model_output: {parsed.get('raw_model_output')}")
    print("============================================")

    # =========================
    # Global topic switches
    # =========================
    if kind == "topic_switch":
        if value in ["restart", "new_topic", "courses_info"]:
            return {
                "next_state": WAITING_MAIN_MENU,
                "flow_data": {},
                "reply": "تمام، نبدأ من جديد. إنت طالب جديد ولا طالب حالي؟"
            }

        if value == "complaint":
            return create_complaint_flow_result(flow_data)

        if value == "direct_support":
            return create_support_handoff_result(
                flow_data=flow_data,
                summary=f"طلب تواصل مباشر أثناء المحادثة: {text}"
            )

        if value == "children_courses":
            new_flow = dict(flow_data)
            new_flow["customer_type"] = "new"
            new_flow["audience"] = "children"
            return ask_prior_study_reply(new_flow)

        if value == "adults_courses":
            new_flow = dict(flow_data)
            new_flow["customer_type"] = "new"
            new_flow["audience"] = "adults"
            return ask_prior_study_reply(new_flow)

        if value == "new_student":
            new_flow = dict(flow_data)
            new_flow["customer_type"] = "new"
            return ask_audience_reply(new_flow)

        if value == "current_student":
            new_flow = dict(flow_data)
            new_flow["customer_type"] = "current"
            return current_student_menu_reply(new_flow)

    # =========================
    # START
    # =========================
    if state == START:
        return greeting_main_menu_reply(flow_data)

    # =========================
    # WAITING_MAIN_MENU
    # =========================
    if state == WAITING_MAIN_MENU:
        return ask_new_or_current_reply(flow_data)

    # =========================
    # WAITING_USER_TYPE
    # =========================
    if state == WAITING_USER_TYPE:
        if kind == "direct_answer" and value == "new_student":
            flow_data.update(entities)
            return ask_audience_reply(flow_data)

        if kind == "direct_answer" and value == "current_student":
            flow_data.update(entities)
            return current_student_menu_reply(flow_data)

        return {
            "next_state": WAITING_USER_TYPE,
            "flow_data": flow_data,
            "reply": "تمام، محتاج أعرف الأول: إنت طالب جديد ولا طالب حالي؟"
        }

    # =========================
    # WAITING_AUDIENCE
    # =========================
    if state == WAITING_AUDIENCE:
        if kind == "direct_answer" and value == "adults":
            flow_data.update(entities)
            return ask_prior_study_reply(flow_data)

        if kind == "direct_answer" and value == "children":
            flow_data.update(entities)
            return ask_prior_study_reply(flow_data)

        return {
            "next_state": WAITING_AUDIENCE,
            "flow_data": flow_data,
            "reply": "تمام، الكورس للكبار ولا للأطفال؟"
        }

    # =========================
    # WAITING_PRIOR_STUDY
    # =========================
    if state == WAITING_PRIOR_STUDY:
        if kind == "direct_answer" and value == "prior_study_no":
            flow_data.update(entities)
            return beginner_schedule_reply(flow_data)

        if kind == "direct_answer" and value == "prior_study_yes":
            flow_data.update(entities)
            return placement_test_reply(flow_data)

        return {
            "next_state": WAITING_PRIOR_STUDY,
            "flow_data": flow_data,
            "reply": "هل درست اللغة الألمانية قبل كده؟ رد بنعم أو لا."
        }

    # =========================
    # WAITING_BEGINNER_SCHEDULE_CHOICE
    # =========================
    if state == WAITING_BEGINNER_SCHEDULE_CHOICE:
        if kind == "state_switch" and value == "switch_to_prior_study_true":
            new_flow = dict(flow_data)
            new_flow.update(entities)
            return placement_test_reply(new_flow)

        if kind == "state_switch" and value == "switch_to_prior_study_false":
            new_flow = dict(flow_data)
            new_flow.update(entities)
            return beginner_schedule_reply(new_flow)

        if kind == "state_switch" and value == "support_needed":
            return create_support_handoff_result(
                flow_data=flow_data,
                summary="استفسار عن مواعيد كورسات المبتدئين"
            )

        if kind == "direct_answer" and value in ["confirm_schedule_reviewed", "proceed_booking"]:
            return pdf_102_reply(flow_data)

        if kind == "unclear":
            return {
                "next_state": WAITING_BEGINNER_SCHEDULE_CHOICE,
                "flow_data": flow_data,
                "reply": "تقصد تكمل الحجز، ولا بتسأل عن حالة لو كنت درست ألماني قبل كده؟"
            }

    # =========================
    # WAITING_PDF_102_CONFIRMATION
    # =========================
    if state == WAITING_PDF_102_CONFIRMATION:
        if kind == "state_switch" and value == "switch_to_prior_study_true":
            new_flow = dict(flow_data)
            new_flow.update(entities)
            return placement_test_reply(new_flow)

        if kind == "state_switch" and value == "switch_to_prior_study_false":
            new_flow = dict(flow_data)
            new_flow.update(entities)
            return beginner_schedule_reply(new_flow)

        if kind == "state_switch" and value == "support_needed":
            return create_support_handoff_result(
                flow_data=flow_data,
                summary="استفسار بعد إرسال ملف 102"
            )

        if kind == "direct_answer" and value == "confirm_pdf_reviewed":
            return payment_methods_reply(flow_data)

        return {
            "next_state": WAITING_PDF_102_CONFIRMATION,
            "flow_data": flow_data,
            "reply": "بعد ما تطلع على الملف، ابعتلي تم عشان أكمل معاك إجراءات الدفع والحجز."
        }

    # =========================
    # WAITING_PLACEMENT_TEST_CONFIRMATION
    # =========================
    if state == WAITING_PLACEMENT_TEST_CONFIRMATION:
        if kind == "state_switch" and value == "switch_to_prior_study_false":
            new_flow = dict(flow_data)
            new_flow.update(entities)
            return beginner_schedule_reply(new_flow)

        if kind == "state_switch" and value == "switch_to_prior_study_true":
            new_flow = dict(flow_data)
            new_flow.update(entities)
            return placement_test_reply(new_flow)

        if kind == "state_switch" and value == "support_needed":
            return create_support_handoff_result(
                flow_data=flow_data,
                summary="استفسار عن اختبار تحديد المستوى"
            )

        if kind == "direct_answer" and value == "confirm_placement_test_reviewed":
            return create_sales_handoff_result(
                flow_data=flow_data,
                summary="عميل اختار أو مهتم باختبار تحديد مستوى"
            )

        return {
            "next_state": WAITING_PLACEMENT_TEST_CONFIRMATION,
            "flow_data": flow_data,
            "reply": "بعد ما تراجع مواعيد اختبار تحديد المستوى، ابعتلي تم أو قولّي لو محتاج مساعدة."
        }

    # =========================
    # WAITING_CURRENT_STUDENT_ACTION
    # =========================
    if state == WAITING_CURRENT_STUDENT_ACTION:
        if kind == "direct_answer" and value == "current_student_support":
            return support_question_reply(flow_data)

        if kind == "direct_answer" and value == "current_student_next_level":
            return ask_level_selection_reply(flow_data)

        return {
            "next_state": WAITING_CURRENT_STUDENT_ACTION,
            "flow_data": flow_data,
            "reply": "تحب استفسار بخصوص الكورس ولا حجز المستوى التالي؟"
        }

    # =========================
    # WAITING_SUPPORT_QUESTION
    # =========================
    if state == WAITING_SUPPORT_QUESTION:
        if kind == "direct_answer" and value == "support_question_text":
            flow_data.update(entities)
            return create_support_handoff_result(
                flow_data=flow_data,
                summary=f"استفسار طالب حالي: {text}"
            )

        return {
            "next_state": WAITING_SUPPORT_QUESTION,
            "flow_data": flow_data,
            "reply": "اكتبلي استفسارك بالتفصيل، وأنا هرفعه لفريق خدمة العملاء."
        }

    # =========================
    # WAITING_LEVEL_SELECTION
    # =========================
    if state == WAITING_LEVEL_SELECTION:
        if kind == "direct_answer" and value == "level_selected":
            flow_data.update(entities)
            return payment_methods_reply(flow_data)

        if kind == "state_switch" and value == "support_needed":
            return create_support_handoff_result(
                flow_data=flow_data,
                summary="طالب حالي محتاج مساعدة في اختيار المستوى التالي"
            )

        return {
            "next_state": WAITING_LEVEL_SELECTION,
            "flow_data": flow_data,
            "reply": "قولّي المستوى اللي تحب تحجزه: 1A أو 2A أو 1B أو 1C2/B."
        }

    # =========================
    # WAITING_PAYMENT_METHOD
    # =========================
    if state == WAITING_PAYMENT_METHOD:
        if kind == "direct_answer" and value == "payment_method_selected":
            flow_data.update(entities)

            payment_method = flow_data.get("payment_method")
            payment_summaries = {
                "branch_or_cash": "عميل جاهز للحجز واختار الدفع كاش أو في الفرع",
                "bank_transfer": "عميل جاهز للحجز واختار تحويل بنكي",
                "vodafone_cash": "عميل جاهز للحجز واختار Vodafone Cash",
                "card": "عميل جاهز للحجز واختار الدفع بالبطاقة",
                "installments": "عميل مهتم بالتقسيط",
            }

            return create_sales_handoff_result(
                flow_data=flow_data,
                summary=payment_summaries[payment_method]
            )

        if kind == "state_switch" and value == "support_needed":
            return create_support_handoff_result(
                flow_data=flow_data,
                summary="استفسار عن طرق الدفع أو إتمام الحجز"
            )

        return {
            "next_state": WAITING_PAYMENT_METHOD,
            "flow_data": flow_data,
            "reply": "اختار طريقة الدفع المناسبة: الفرع / تحويل بنكي / Vodafone Cash / Visa / تقسيط Value."
        }

    # =========================
    # WAITING_COMPLAINT_FORM
    # =========================
    if state == WAITING_COMPLAINT_FORM:
        if kind == "direct_answer" and value == "complaint_form_submitted":
            return {
                "next_state": WAITING_COMPLAINT_FORM,
                "flow_data": flow_data,
                "reply": "تمام، بعد مراجعة الشكوى هيتم التواصل معاك. ولو حابب تكتب أي تفاصيل إضافية ابعتها هنا."
            }

        return {
            "next_state": WAITING_COMPLAINT_FORM,
            "flow_data": flow_data,
            "reply": "سجّل الشكوى من الفورم أولًا، ولو احتجت مساعدة ابعتلي."
        }

    # =========================
    # HANDOFF_DONE
    # =========================
    if state == HANDOFF_DONE:
        if kind == "direct_answer" and value == "thanks":
            return {
                "next_state": HANDOFF_DONE,
                "flow_data": flow_data,
                "reply": "العفو، تحت أمرك في أي وقت."
            }

        if kind == "topic_switch":
            if value in ["restart", "new_topic", "courses_info"]:
                return {
                    "next_state": WAITING_MAIN_MENU,
                    "flow_data": {},
                    "reply": "تمام، نبدأ من جديد. إنت طالب جديد ولا طالب حالي؟"
                }

            if value == "children_courses":
                new_flow = {}
                new_flow["customer_type"] = "new"
                new_flow["audience"] = "children"
                return ask_prior_study_reply(new_flow)

            if value == "adults_courses":
                new_flow = {}
                new_flow["customer_type"] = "new"
                new_flow["audience"] = "adults"
                return ask_prior_study_reply(new_flow)

            if value == "new_student":
                new_flow = {}
                new_flow["customer_type"] = "new"
                return ask_audience_reply(new_flow)

            if value == "current_student":
                new_flow = {}
                new_flow["customer_type"] = "current"
                return current_student_menu_reply(new_flow)

            if value == "direct_support":
                return create_support_handoff_result(
                    flow_data=flow_data,
                    summary=f"استفسار إضافي بعد handoff: {text}"
                )

            if value == "complaint":
                return create_complaint_flow_result(flow_data)

        return {
            "next_state": HANDOFF_DONE,
            "flow_data": flow_data,
            "reply": (
                "تم تسجيل طلبك بالفعل، وفريقنا هيتواصل معاك قريب.\n"
                "ولو تحب تبدأ استفسار جديد، اكتب: ابدأ من جديد."
            )
        }

    return unknown_reply(flow_data)