Update src/streamlit_app.py

src/streamlit_app.py

@@ -18,42 +18,91 @@ st.set_page_config(page_title="FoodHub Support", page_icon="🍕", layout="cente
 st.markdown(
     """
     <style>
-        .main { max-width: 480px; margin: 0 auto; }
+        /* Keep app compact and centered */
+        .main { max-width: 980px; margin: 0 auto; }
+
+        /* Banner */
         .foodhub-card {
             background: linear-gradient(135deg, #fff3e0, #ffe0cc);
-            padding: 16px 20px;
-            border-radius: 18px;
+            padding: 12px 14px;
+            border-radius: 16px;
             border: 1px solid #f5c28c;
-            margin-bottom: 16px;
+            margin-bottom: 10px;
         }
         .foodhub-header-title {
-            margin-bottom: 4px;
+            margin-bottom: 2px;
             color: #e65c2b;
-            font-size: 26px;
+            font-size: 20px;
             font-weight: 800;
+            line-height: 1.1;
         }
-        .foodhub-header-subtitle { margin: 0; color: #444; font-size: 14px; }
+        .foodhub-header-subtitle { margin: 0; color: #444; font-size: 12px; line-height: 1.25; }
         .foodhub-assistant-pill {
             display: inline-flex; align-items: center; gap: 6px;
             background: #ffffff; border-radius: 999px;
-            padding: 6px 10px; font-size: 11px; color: #555;
-            border: 1px solid #ffd3a3; margin-top: 8px;
+            padding: 4px 8px; font-size: 10.5px; color: #555;
+            border: 1px solid #ffd3a3; margin-top: 6px;
         }
         .status-dot { width: 8px; height: 8px; border-radius: 50%; background: #2ecc71; }
-        .quick-actions-title { font-size: 13px; font-weight: 600; color: #555; margin-top: 4px; margin-bottom: 4px; }
+
+        .quick-actions-title {
+            font-size: 12px;
+            font-weight: 700;
+            color: #555;
+            margin-top: 6px;
+            margin-bottom: 6px;
+        }
+
+        /* Make Streamlit buttons compact so 4 columns fit nicely */
+        div.stButton > button {
+            padding: 0.25rem 0.35rem !important;
+            font-size: 0.80rem !important;
+            height: 34px !important;
+            border-radius: 12px !important;
+            white-space: nowrap !important;
+        }
+
+        /* Chat scroll container */
+        .chat-shell {
+            border: 1px solid rgba(0,0,0,0.10);
+            border-radius: 14px;
+            background: #ffffff;
+            padding: 8px;
+            margin-top: 10px;
+            margin-bottom: 10px;
+        }
+        .chat-window {
+            max-height: 280px;  /* adjust if you want taller/shorter */
+            overflow-y: auto;
+            padding: 2px 6px;
+        }
+
+        /* Bubbles */
         .bot-bubble {
             background: #eef7f2; border-radius: 12px;
             padding: 10px 12px; font-size: 14px;
-            margin-top: 12px; line-height: 1.35;
+            margin-top: 6px; line-height: 1.35;
         }
-        .user-label { font-size: 12px; color: #777; margin-top: 8px; margin-bottom: 2px; }
-        .bot-label { font-size: 12px; color: #777; margin-top: 12px; margin-bottom: 2px; }
+        .user-bubble {
+            background: #ffffff; border-radius: 12px;
+            padding: 10px 12px; font-size: 14px;
+            margin-top: 6px; line-height: 1.35;
+            border: 1px solid rgba(0,0,0,0.06);
+        }
+        .user-label, .bot-label { font-size: 12px; color: #777; margin-top: 10px; margin-bottom: 2px; }
+
         code {
             background: rgba(0,0,0,0.06);
             padding: 2px 6px;
             border-radius: 8px;
             font-size: 13px;
         }
+
+        /* Mobile-friendly: reduce chat height a bit */
+        @media (max-width: 720px) {
+            .chat-window { max-height: 240px; }
+            div.stButton > button { font-size: 0.76rem !important; height: 32px !important; }
+        }
     </style>
     """,
     unsafe_allow_html=True,
@@ -67,7 +116,7 @@ ASK_ORDER_ID_LINE = "Please share your **Order ID** (for example: `O12488`) so I
 ORDER_ID_REGEX = r"\b[oO]\d{3,}\b"
 
 def format_for_bubble(text: str) -> str:
-    """Safely render markdown-like **bold** and `code` inside HTML chat bubbles."""
+    """Safely render markdown-like **bold** and `code` inside HTML bubbles."""
     t = html.escape(str(text or ""))
     t = re.sub(r"\*\*(.+?)\*\*", r"<b>\1</b>", t)       # **bold**
     t = re.sub(r"`([^`]+)`", r"<code>\1</code>", t)     # `code`
@@ -79,48 +128,39 @@ def extract_order_id(text: str) -> Optional[str]:
     return m.group(0).upper() if m else None
 
 def needs_order_id(message: str) -> bool:
-    """
-    True if message is asking anything order-specific that must NOT be answered without an Order ID.
-    """
     t = (message or "").lower().strip()
-
-    # exclude simple greetings / thanks only
     greetings = {"hi", "hello", "hey", "good morning", "good afternoon", "good evening"}
     thanks = {"thanks", "thank you", "thx", "thankyou"}
     if t in greetings or t in thanks:
         return False
-
-    # If they already provided Order ID, no need to ask.
     if extract_order_id(message):
         return False
 
-    # High-confidence order intents
     phrases = [
         "where is my order", "track my order", "track order", "order status", "delivery status",
-        "status of my order", "when will my order arrive", "when will it arrive", "eta",
+        "status of my order", "when will my order arrive", "eta",
         "order delayed", "delay in delivery", "order not delivered", "late delivery",
-        "order details", "show me the details", "details of my order", "details for my order",
-        "what is in my order", "what's in my order", "items in my order", "my order items",
-        "what did i order", "what have i ordered",
+        "order details", "show me the details",
         "cancel my order", "cancel order",
         "refund", "payment issue", "payment problem", "payment failed", "charged", "transaction",
-        "money back", "return my money",
         "modify my order", "change my order", "postpone my order", "deliver at different address",
-        "change address", "different address", "deliver to", "reschedule delivery",
+        "order never arrived", "wrong or missing items", "food damage", "quality issue",
+        "food safety", "delivery safety", "charged more than once",
+        "another order issue"
     ]
     if any(p in t for p in phrases):
         return True
 
-    # Generic "order" mention with an action keyword
-    if "order" in t and any(k in t for k in ["status", "track", "details", "item", "cancel", "refund", "payment", "where", "when", "modify", "change", "postpone", "address", "deliver", "reschedule"]):
+    if "order" in t and any(k in t for k in [
+        "status", "track", "details", "cancel", "refund", "payment", "where", "when",
+        "modify", "change", "postpone", "address", "deliver",
+        "missing", "wrong", "quality", "damage", "safety", "arrived"
+    ]):
         return True
 
     return False
 
 def is_third_party_order_request(message: str) -> bool:
-    """
-    Detect requests for someone else's order. We refuse for privacy.
-    """
     t = (message or "").lower()
     third_party = [
         "my friend", "friend's", "friends'", "my brother", "my sister",
@@ -153,6 +193,10 @@ def _is_escalation_intent(message: str) -> bool:
         "multiple follow-ups",
         "i have followed multiple times",
         "i have followed up multiple times",
+        "i want an update on my refund",
+        "refund update",
+        "update on my refund",
+        "refund status"
     ]
     return any(k in t for k in escalation_keywords)
 
@@ -161,27 +205,71 @@ def _is_payment_refund_intent(message: str) -> bool:
     keywords = [
         "payment", "refund", "money back", "charged", "chargeback",
         "transaction", "payment failed", "payment issue", "payment problem",
-        "upi", "card", "debit", "credit", "wallet"
+        "upi", "card", "debit", "credit", "wallet",
+        "charged more than once", "double charged", "charged twice"
     ]
     return any(k in t for k in keywords)
 
+# ================== QUICK BUTTON RESPONSE MAP (EXACT TEXT YOU APPROVED) ==================
+QUICK_BUTTON_EXACT_REPLIES = {
+    "Order never arrived.": (
+        "Welcome to FoodHub Support! 👋\n"
+        "I’m really sorry to hear that your order hasn’t arrived — I understand how frustrating that can be. 💛\n\n"
+        "To help you right away, could you please share your Order ID (for example: O12488)?\n"
+        "Once I have the Order ID, I’ll quickly check the delivery status, identify what went wrong, and help you with the next steps, "
+        "including a replacement or refund if applicable."
+    ),
+    "Food damage or quality issue.": (
+        "Welcome to FoodHub Support! 👋\n"
+        "I’m really sorry to hear that you’re facing a food damage or quality issue — that’s not the experience we want you to have. 💛\n\n"
+        "Please share your Order ID (for example: O12488) so I can review the order details and assist you with a replacement or refund "
+        "as per our quality policy."
+    ),
+    "My card was charged more than once.": (
+        "Welcome to FoodHub Support! 👋\n"
+        "I understand how concerning it can be to see your card charged more than once — I’m here to help. 💛\n\n"
+        "Could you please share your Order ID (for example: O12488)?\n"
+        "Once I have it, I’ll verify the payment records and, if a duplicate charge is confirmed, initiate a refund "
+        "(usually processed within 48 hours)."
+    ),
+    "Wrong or missing items.": (
+        "Welcome to FoodHub Support! 👋\n"
+        "I’m sorry to hear that your order had wrong or missing items. Thank you for letting us know. 💛\n\n"
+        "Please share your Order ID (for example: O12488) so I can review the order and help arrange a replacement or refund as per our policy."
+    ),
+    "Another order issue.": (
+        "Welcome to FoodHub Support! 👋\n"
+        "I’m here to help with your order-related concern. 💛\n\n"
+        "It looks like you may have more than one order associated with your account. To assist you correctly, please share the Order ID "
+        "(for example: O12488) for the order you’re referring to.\n\n"
+        "Once I have the correct Order ID, I’ll review the details and help resolve the issue as quickly as possible."
+    ),
+    "Delivery or food safety issue.": (
+        "Welcome to FoodHub Support! 👋\n"
+        "I’m really sorry to hear that you’re facing a delivery or food safety issue. Your safety and satisfaction are extremely important to us. 💛\n\n"
+        "Please share your Order ID (for example: O12488).\n"
+        "Once I have it, I’ll review the delivery handling and food safety details and assist you with a replacement or refund as per our safety policy."
+    ),
+    "I want an update on my refund.": (
+        "Welcome to FoodHub Support! 👋\n"
+        "I understand you’re looking for an update on your refund, and I’ll be happy to check that for you. 💛\n\n"
+        "Please share your Order ID (for example: O12488).\n"
+        "Once I have it, I’ll confirm whether the refund has been initiated, the refund amount, and the expected timeline for it to reflect in your account "
+        "(usually within 48 hours, depending on your bank)."
+    ),
+}
+
 # ================== DB CONFIG (ALIGNED WITH YOUR NOTEBOOK) ==================
 BASE_DIR = os.path.dirname(os.path.abspath(__file__))
-CLEAN_DB_PATH = os.path.join(BASE_DIR, "orders_clean.db")  # must match your notebook output
+CLEAN_DB_PATH = os.path.join(BASE_DIR, "orders_clean.db")
 
-# Startup sanity check
 try:
     with sqlite3.connect(CLEAN_DB_PATH) as _conn:
         _cur = _conn.cursor()
         _cur.execute("SELECT name FROM sqlite_master WHERE type='table';")
         _tables = [r[0] for r in _cur.fetchall()]
     if "orders_clean" not in _tables:
-        st.error(
-            f"Connected to {CLEAN_DB_PATH!r}, but table 'orders_clean' was not found.\n\n"
-            "Ensure your notebook saved df_eng like:\n"
-            "df_eng.to_sql('orders_clean', conn, if_exists='replace', index=False)\n\n"
-            "and that orders_clean.db is present next to app.py."
-        )
+        st.error("Table 'orders_clean' not found in orders_clean.db (must be next to app.py).")
         st.stop()
 except Exception as e:
     st.error(f"Could not open database at {CLEAN_DB_PATH!r}: {e}")
@@ -198,7 +286,6 @@ client = Groq(api_key=groq_api_key)
 # ================== SCHEMA (for LLM prompt only) ==================
 ORDERS_SCHEMA = """
 Table: orders_clean
-
 Columns:
 - order_id (TEXT)
 - cust_id (TEXT)
@@ -219,63 +306,38 @@ Columns:
 - is_canceled (INTEGER 0/1)
 """
 
-# =====================================================================
-# SQL SAFETY FIREWALL
-# =====================================================================
 def is_safe_sql(sql: str) -> bool:
     if not isinstance(sql, str):
         return False
     s = sql.lower().strip()
-
     if not s.startswith("select"):
         return False
-
-    # block stacked queries like: SELECT ...; DROP ...
     if re.search(r";\s*\S", s):
         return False
-
     forbidden = ["drop", "delete", "update", "insert", "alter", "truncate", "create"]
     if any(k in s for k in forbidden):
         return False
-
     if any(tok in s for tok in ["--", "/*", "*/"]):
         return False
-
     return True
 
-# =====================================================================
-# run_sql_query()
-# =====================================================================
 def run_sql_query(sql: str) -> pd.DataFrame:
     if not isinstance(sql, str):
         return pd.DataFrame([{"message": "🚫 Invalid SQL type (expected string)."}])
     sql = sql.strip()
-
     if not is_safe_sql(sql):
         return pd.DataFrame([{"message": "🚫 Blocked unsafe or unsupported SQL."}])
-
     try:
         with sqlite3.connect(CLEAN_DB_PATH) as conn:
             df = pd.read_sql_query(sql, conn)
-
-        # convert timestamp columns (if present)
         for col in ["order_time", "preparing_eta", "prepared_time", "delivery_eta", "delivery_time"]:
             if col in df.columns:
                 df[col] = pd.to_datetime(df[col], errors="coerce")
-
         return df
     except Exception as e:
         return pd.DataFrame([{"message": f"⚠️ SQL execution error: {str(e)}"}])
 
-# =====================================================================
-# llm_to_sql()
-# =====================================================================
 def llm_to_sql(user_message: str) -> str:
-    """
-    Convert natural language to a safe SELECT query for orders_clean.
-    - Fast-path when Order ID exists.
-    - If order_id required but missing: return NEED_ORDER_ID.
-    """
     msg = user_message or ""
     text = msg.lower().strip()
 
@@ -284,25 +346,12 @@ def llm_to_sql(user_message: str) -> str:
         sql = f"SELECT * FROM orders_clean WHERE LOWER(order_id) = LOWER('{oid}')"
         return sql if is_safe_sql(sql) else "SELECT 'Unable to answer safely.' AS message;"
 
-    # If the message is order-specific without Order ID, force NEED_ORDER_ID
-    must_have_order_id_intents = [
-        "where is my order", "track my order", "track order", "order status", "delivery status",
-        "when will my order arrive", "when will it arrive", "eta",
-        "order delayed", "delay in delivery", "order not delivered", "late delivery",
-        "order details", "show me the details", "details of my order", "details for my order",
-        "cancel my order", "cancel order",
-        "refund", "payment",
-        "modify my order", "change my order", "postpone my order",
-        "deliver at different address", "change address", "reschedule delivery",
-    ]
-    if any(p in text for p in must_have_order_id_intents) or needs_order_id(msg):
+    if needs_order_id(msg):
         return "SELECT 'NEED_ORDER_ID' AS message;"
 
     system_prompt = f"""
 You are an expert SQLite assistant for a food delivery company.
-
 You ONLY generate valid SQLite SELECT queries using this schema:
-
 {ORDERS_SCHEMA}
 
 RULES:
@@ -315,104 +364,48 @@ RULES:
 - If unsure:
   SELECT 'Unable to answer with available data.' AS message;
 """
-
     response = client.chat.completions.create(
         model="llama-3.3-70b-versatile",
         temperature=0.1,
-        messages=[
-            {"role": "system", "content": system_prompt},
-            {"role": "user", "content": msg},
-        ],
+        messages=[{"role": "system", "content": system_prompt}, {"role": "user", "content": msg}],
     )
-
     sql = (response.choices[0].message.content or "").strip()
-
-    # strip ``` fences if any
     if sql.startswith("```"):
         sql = re.sub(r"^```sql", "", sql, flags=re.IGNORECASE).strip()
         sql = re.sub(r"^```", "", sql).strip()
         sql = sql.replace("```", "").strip()
-
-    # Force FROM orders_clean
     sql = re.sub(r"\bfrom\s+\w+\b", "FROM orders_clean", sql, flags=re.IGNORECASE)
-
-    # Normalize order_id filter
     sql = re.sub(
         r"where\s+order_id\s*=\s*'([^']+)'",
         r"WHERE LOWER(order_id) = LOWER('\1')",
         sql,
         flags=re.IGNORECASE,
     )
-
     return sql if is_safe_sql(sql) else "SELECT 'Unable to answer safely.' AS message;"
 
-# =====================================================================
-# analyze_sentiment_and_escalation()
-# =====================================================================
 def analyze_sentiment_and_escalation(user_message: str) -> dict:
     user_message = "" if user_message is None else str(user_message).strip()
-
     system_prompt = """
-You are a classifier for a food delivery chatbot.
-
-Return ONLY JSON (no extra text):
-{
-  "sentiment": "calm" | "neutral" | "frustrated" | "angry",
-  "escalate": true or false
-}
-
-Escalate=true when user is frustrated/angry, mentions repeated attempts, or demands urgent help.
-If uncertain: {"sentiment":"neutral","escalate":false}
+Return ONLY JSON:
+{"sentiment":"calm"|"neutral"|"frustrated"|"angry","escalate":true|false}
 """
-
     response = client.chat.completions.create(
         model="llama-3.3-70b-versatile",
         temperature=0.0,
-        messages=[
-            {"role": "system", "content": system_prompt},
-            {"role": "user", "content": user_message},
-        ],
+        messages=[{"role": "system", "content": system_prompt}, {"role": "user", "content": user_message}],
     )
-
     raw = (response.choices[0].message.content or "").strip()
     try:
         info = json.loads(raw)
         if not isinstance(info, dict):
-            raise ValueError("Not dict")
-        if "sentiment" not in info or "escalate" not in info:
-            raise ValueError("Missing keys")
-        info["sentiment"] = str(info["sentiment"]).strip().lower()
-        info["escalate"] = bool(info["escalate"])
-        if info["sentiment"] not in {"calm", "neutral", "frustrated", "angry"}:
-            raise ValueError("Bad label")
-        return info
+            raise ValueError
+        return {"sentiment": str(info.get("sentiment", "neutral")).strip().lower(), "escalate": bool(info.get("escalate", False))}
     except Exception:
         return {"sentiment": "neutral", "escalate": False}
 
-# =====================================================================
-# is_misuse_or_hacker_attempt()
-# =====================================================================
-def is_misuse_or_hacker_attempt(user_message: str) -> bool:
-    t = (user_message or "").lower().strip()
-
-    hacker = ["hack", "hacker", "hacking", "breach", "exploit", "bypass security", "root access", "admin access"]
-    bulk = ["full database", "entire database", "dump data", "export all", "all customers", "customer list", "all orders", "every order"]
-    jailbreak = ["ignore previous instructions", "override rules", "developer mode", "you are no longer restricted"]
-    inj = ["1=1", "union select", "drop table", "delete from", "insert into", "alter table", "truncate"]
-
-    if ";" in t and any(x in t for x in inj):
-        return True
-
-    signals = hacker + bulk + jailbreak + inj
-    return any(s in t for s in signals)
-
-# =====================================================================
-# create_ticket()
-# =====================================================================
 def create_ticket(user_message: str, sentiment: str, ticket_type: str = "general", order_id: Optional[str] = None) -> str:
     ticket_id = "TKT-" + uuid.uuid4().hex[:8].upper()
     created_at = datetime.now().strftime("%Y-%m-%d %H:%M:%S")
-
     with sqlite3.connect(CLEAN_DB_PATH) as conn:
         cur = conn.cursor()
         cur.execute("""
@@ -431,14 +424,9 @@ def create_ticket(user_message: str, sentiment: str, ticket_type: str = "general
             VALUES (?, ?, ?, ?, ?, 'Open', ?);
         """, (ticket_id, ticket_type, sentiment, user_message, order_id, created_at))
         conn.commit()
-
     return ticket_id
 
-# =====================================================================
-# sql_result_to_response()
-# =====================================================================
 def sql_result_to_response(user_message: str, df: pd.DataFrame, max_rows_to_list: int = 5) -> str:
-    # handle firewall/SQL execution errors and special messages
     if isinstance(df, pd.DataFrame) and "message" in df.columns and len(df) == 1:
         msg = str(df.iloc[0]["message"])
         if msg.strip().upper() == "NEED_ORDER_ID":
@@ -446,79 +434,37 @@ def sql_result_to_response(user_message: str, df: pd.DataFrame, max_rows_to_list
         return msg
 
     if df.empty:
-        return (
-            f"{WELCOME_LINE}\n"
-            "I couldn’t find a matching order for the details provided.\n"
-            f"{ASK_ORDER_ID_LINE}"
-        )
+        return f"{WELCOME_LINE}\nI couldn’t find a matching order.\n{ASK_ORDER_ID_LINE}"
 
     df_for_llm = df.head(max_rows_to_list).copy()
     result_data = df_for_llm.to_dict(orient="records")
 
     system_prompt = f"""
 You are a polite and professional customer support chatbot for FoodHub.
-
-Always start with EXACTLY:
-"{WELCOME_LINE}"
-
-VERY IMPORTANT POLICY:
-- If ANY matching record exists in the data I give you → The order is CONFIRMED.
-- NEVER tell the user to re-check their order ID if matching rows exist.
-- NEVER say "order not found", "unable to locate order", or similar messages
-  when there is at least one matching record.
-- Instead, confidently acknowledge the order and use available data.
-
-CRITICAL RULES:
-- NEVER invent or guess items, ETA, status, payment, or any order details.
-- Use ONLY the data provided in "Matching order data".
-- If information is missing, say it's unavailable in tracking.
-
-DELIVERED TEMPLATE (use when order_status_std indicates delivered OR is_delivered == 1):
-- Use this meaning and style (you may include the order id if available):
-  "I've checked on your order, and I'm happy to inform you that it has been delivered ✅. You should have received your order.
-   If you have any further concerns or issues, please let me know. If you need anything else, I’m here to help! 💛"
-
-If NOT delivered:
-- Provide the latest known status.
-- If delivery_time is missing but delivery_eta exists: share ETA.
-- If both delivery_time and delivery_eta missing: apologize for limited tracking.
-
-Keep it concise and helpful.
+Always start with EXACTLY: "{WELCOME_LINE}"
+Use ONLY the data given.
+End warmly.
 """
-
-    content = f"User question: {user_message}\n\nMatching order data (up to {max_rows_to_list} rows):\n{result_data}"
-
+    content = f"User question: {user_message}\n\nMatching order data:\n{result_data}"
     resp = client.chat.completions.create(
         model="llama-3.3-70b-versatile",
         temperature=0.2,
-        messages=[
-            {"role": "system", "content": system_prompt},
-            {"role": "user", "content": content},
-        ],
+        messages=[{"role": "system", "content": system_prompt}, {"role": "user", "content": content}],
     )
     return (resp.choices[0].message.content or "").strip()
 
-# =====================================================================
-# answer_user_question()
-# =====================================================================
 def answer_user_question(user_message: str) -> str:
-    # Safety net: never answer order intents without Order ID
     if needs_order_id(user_message) and not extract_order_id(user_message):
         return f"{WELCOME_LINE}\n{ASK_ORDER_ID_LINE}"
-
     sql = llm_to_sql(user_message)
     df = run_sql_query(sql)
-    return sql_result_to_response(user_message, df, max_rows_to_list=5)
+    return sql_result_to_response(user_message, df)
 
-# =====================================================================
-# chatbot_response() – main orchestration (FIXED)
-# =====================================================================
 def chatbot_response(user_message: str) -> str:
     text = (user_message or "").strip()
     t = text.lower().strip()
     order_id = extract_order_id(text)
 
-    # Greetings / thanks
     greetings = ["hi", "hello", "hey", "good morning", "good afternoon", "good evening"]
     thanks_words = ["thank you", "thanks", "thx", "thankyou"]
 
@@ -526,36 +472,17 @@ def chatbot_response(user_message: str) -> str:
         return f"{WELCOME_LINE}\n{ASK_ORDER_ID_LINE}"
 
     if any(w in t for w in thanks_words):
-        return (
-            "You’re most welcome! 💛\n"
-            "If you need help with an order, please share your Order ID (like `O12488`)."
-        )
-
-    # Hacking / misuse (polite privacy rejection)
-    if is_misuse_or_hacker_attempt(text):
-        return (
-            f"{WELCOME_LINE}\n"
-            "😔 Sorry, I can’t assist with that.\n"
-            "For privacy and security reasons, I can only help with your own order using a valid Order ID. 💛"
-        )
+        return "You’re most welcome! 💛\nIf you need help with an order, please share your Order ID (like `O12488`)."
 
-    # Third-party privacy
     if is_third_party_order_request(text):
-        return (
-            f"{WELCOME_LINE}\n"
-            "😔 I can’t help with someone else’s order details for privacy reasons.\n\n"
-            "Please ask them to contact FoodHub Support directly, or have them share their **Order ID** themselves. 💛"
-        )
+        return f"{WELCOME_LINE}\n😔 I can’t help with someone else’s order details for privacy reasons.\n\nPlease ask them to contact FoodHub Support directly. 💛"
+
+    if "hack" in t or "hacker" in t or "all orders" in t or "dump" in t or "database" in t:
+        return f"{WELCOME_LINE}\n😔 Sorry, I can’t assist with that.\nFor privacy and security reasons, I can only help with your own order using a valid Order ID. 💛"
 
-    # FIX 1: Escalation intent must be handled BEFORE any generic Order ID gating
     if _is_escalation_intent(text):
         senti = analyze_sentiment_and_escalation(text)
-        ticket_id = create_ticket(
-            user_message=text,
-            sentiment=senti.get("sentiment", "frustrated"),
-            ticket_type="escalation",
-            order_id=order_id
-        )
+        ticket_id = create_ticket(text, senti.get("sentiment", "frustrated"), "escalation", order_id)
         return (
             f"{WELCOME_LINE}\n"
             "💛 I’m really sorry you’ve had to follow up multiple times.\n\n"
@@ -564,7 +491,6 @@ def chatbot_response(user_message: str) -> str:
             f"{ASK_ORDER_ID_LINE if not order_id else 'If you need anything else, I’m here to help! 💛'}"
         )
 
-    # FIX: Payment / Refund intent should use empathetic ask (Response 2 style)
     if _is_payment_refund_intent(text) and not order_id:
         return (
             "💛 I’m sorry you’re facing an issue with the payment or refund. I’ll help you with this right away.\n\n"
@@ -573,7 +499,6 @@ def chatbot_response(user_message: str) -> str:
             "If the payment was received, the refund will be processed within 48 hours."
         )
 
-    # FIX 2: Cancel intent without Order ID should return the preferred message (not generic welcome+ask)
     if _is_cancel_intent(text) and not order_id:
         return (
             "💛 I’m sorry to hear you’d like to cancel your order — I completely understand and I’m here to help. "
@@ -581,27 +506,28 @@ def chatbot_response(user_message: str) -> str:
             "process the cancellation for you?"
         )
 
-    # Global rule: any order-related request without Order ID → welcome + ask for Order ID
     if needs_order_id(text) and not order_id:
         return f"{WELCOME_LINE}\n{ASK_ORDER_ID_LINE}"
 
-    # Normal path
     return answer_user_question(text)
 
-def chatbot(msg: str) -> str:
-    return chatbot_response(msg)
-
 # ================== SESSION STATE ==================
 if "welcome_shown" not in st.session_state:
     st.session_state["welcome_shown"] = False
-
-# ================== UI ==================
+if "messages" not in st.session_state:
+    st.session_state["messages"] = []
+if "pending_message" not in st.session_state:
+    st.session_state["pending_message"] = None
+if "pending_quick_exact" not in st.session_state:
+    st.session_state["pending_quick_exact"] = None
+
+# ================== UI HEADER ==================
 st.markdown(
     """
     <div class="foodhub-card">
-        <div style="display:flex; align-items:flex-start; gap:12px;">
-            <div style="font-size:32px;">🍕</div>
-            <div style="flex:1%;">
+        <div style="display:flex; align-items:flex-start; gap:10px;">
+            <div style="font-size:28px; line-height:1;">🍕</div>
+            <div style="flex:1;">
                 <div class="foodhub-header-title">FoodHub AI Support</div>
                 <p class="foodhub-header-subtitle">
                     Ask about order status, delivery updates, cancellations, or payment/refund issues.
@@ -622,39 +548,120 @@ if not st.session_state["welcome_shown"]:
     st.caption("Because great food deserves great service 💛")
     st.session_state["welcome_shown"] = True
 
-st.markdown('<div class="quick-actions-title">Quick help options</div>', unsafe_allow_html=True)
-col1, col2 = st.columns(2)
-if col1.button("📍 Track my order", use_container_width=True):
-    st.session_state["chat_input"] = "Where is my order?"
-if col2.button("💳 Payment issue", use_container_width=True):
-    st.session_state["chat_input"] = "I have an issue with my payment / refund."
-
-col3, col4 = st.columns(2)
-if col3.button("❌ Cancel order", use_container_width=True):
-    st.session_state["chat_input"] = "I want to cancel my order."
-if col4.button("🧾 Order details", use_container_width=True):
-    st.session_state["chat_input"] = "Show me the details for my order."
-
-query = st.text_input(
-    "💬 Type your question here:",
-    key="chat_input",
-    placeholder="e.g. Where is my order O12488?",
-)
-
-send_clicked = st.button("Send", use_container_width=True)
-
-if send_clicked:
-    if query.strip():
-        reply = chatbot(query.strip())
+# ================== QUICK BUTTONS (3 x 4 GRID) ==================
+st.markdown('<div class="quick-actions-title">Quick help</div>', unsafe_allow_html=True)
+
+r1 = st.columns(4)
+if r1[0].button("📍 Track", use_container_width=True):
+    st.session_state["pending_message"] = "Where is my order?"
+if r1[1].button("💳 Payment", use_container_width=True):
+    st.session_state["pending_message"] = "I have an issue with my payment / refund."
+if r1[2].button("❌ Cancel", use_container_width=True):
+    st.session_state["pending_message"] = "I want to cancel my order."
+if r1[3].button("🧾 Details", use_container_width=True):
+    st.session_state["pending_message"] = "Show me the details for my order."
+
+r2 = st.columns(4)
+if r2[0].button("📦 Not arrived", use_container_width=True):
+    st.session_state["pending_quick_exact"] = "Order never arrived."
+if r2[1].button("🧾 Missing", use_container_width=True):
+    st.session_state["pending_quick_exact"] = "Wrong or missing items."
+if r2[2].button("🥡 Damage", use_container_width=True):
+    st.session_state["pending_quick_exact"] = "Food damage or quality issue."
+if r2[3].button("🛡️ Safety", use_container_width=True):
+    st.session_state["pending_quick_exact"] = "Delivery or food safety issue."
+
+r3 = st.columns(4)
+if r3[0].button("💳 Charged 2x", use_container_width=True):
+    st.session_state["pending_quick_exact"] = "My card was charged more than once."
+if r3[1].button("🔁 Refund", use_container_width=True):
+    st.session_state["pending_quick_exact"] = "I want an update on my refund."
+if r3[2].button("🧑‍💻 Follow-ups", use_container_width=True):
+    st.session_state["pending_message"] = "I have followed multiple times about my order."
+if r3[3].button("❓ Other", use_container_width=True):
+    st.session_state["pending_quick_exact"] = "Another order issue."
+
+st.markdown("---")
+
+# ================== CHAT HISTORY (SCROLLABLE CONTAINER ABOVE INPUT) ==================
+def render_chat_history_inside_scroll():
+    parts = []
+    for m in st.session_state["messages"]:
+        if m["role"] == "user":
+            parts.append(
+                f"<div class='user-label'>You</div>"
+                f"<div class='user-bubble'>{format_for_bubble('💬 ' + m['content'])}</div>"
+            )
+        else:
+            parts.append(
+                f"<div class='bot-label'>FoodHub Assistant</div>"
+                f"<div class='bot-bubble'>{format_for_bubble('🤖 ' + m['content'])}</div>"
+            )
+
+    # auto-scroll to bottom (best-effort)
+    parts.append(
+        """
+        <script>
+          const shells = window.parent.document.querySelectorAll('.chat-window');
+          if (shells && shells.length) {
+            const w = shells[shells.length - 1];
+            w.scrollTop = w.scrollHeight;
+          }
+        </script>
+        """
+    )
 
-        # UI adds 🤖 prefix visually; reply itself should start with Welcome line (as requested)
-        user_html = format_for_bubble(f"💬 {query.strip()}")
-        bot_html = format_for_bubble(f"🤖 {reply}")
+    st.markdown(
+        f"""
+        <div class="chat-shell">
+            <div class="chat-window">
+                {''.join(parts) if parts else "<div style='color:#777; font-size:12px;'>Start by typing a message or using the quick buttons above.</div>"}
+            </div>
+        </div>
+        """,
+        unsafe_allow_html=True,
+    )
 
-        st.markdown('<div class="user-label">You</div>', unsafe_allow_html=True)
-        st.markdown(f"<div class='bot-bubble' style='background:#fff;'>{user_html}</div>", unsafe_allow_html=True)
+# ================== SEND LOGIC ==================
+def append_user_and_bot(user_text: str, bot_text: str):
+    st.session_state["messages"].append({"role": "user", "content": user_text})
+    st.session_state["messages"].append({"role": "assistant", "content": bot_text})
 
-        st.markdown('<div class="bot-label">FoodHub Assistant</div>', unsafe_allow_html=True)
-        st.markdown(f"<div class='bot-bubble'>{bot_html}</div>", unsafe_allow_html=True)
-    else:
+def send_message(user_text: str):
+    user_text = (user_text or "").strip()
+    if not user_text:
         st.warning("Please enter a message to continue.")
+        return
+    st.session_state["messages"].append({"role": "user", "content": user_text})
+    reply = chatbot_response(user_text)
+    st.session_state["messages"].append({"role": "assistant", "content": reply})
+
+# Process quick clicks BEFORE rendering the chat (so user sees result instantly)
+if st.session_state.get("pending_quick_exact"):
+    q = st.session_state["pending_quick_exact"]
+    st.session_state["pending_quick_exact"] = None
+    exact = QUICK_BUTTON_EXACT_REPLIES.get(q, f"{WELCOME_LINE}\n{ASK_ORDER_ID_LINE}")
+    append_user_and_bot(q, exact)
+    st.rerun()
+
+if st.session_state.get("pending_message"):
+    pm = st.session_state["pending_message"]
+    st.session_state["pending_message"] = None
+    send_message(pm)
+    st.rerun()
+
+# Render scrollable chat history
+render_chat_history_inside_scroll()
+
+# ================== INPUT (FIXED BELOW CHAT) ==================
+with st.form("chat_form", clear_on_submit=True):
+    query = st.text_input(
+        "💬 Type your question here:",
+        key="chat_input",
+        placeholder="e.g. Where is my order O12488?",
+    )
+    send_clicked = st.form_submit_button("Send", use_container_width=True)
+
+if send_clicked:
+    send_message(query)
+    st.rerun()