"""Human handoff detection and notification."""

from __future__ import annotations

import logging
from typing import Any

import httpx

from app.config import get_settings

logger = logging.getLogger(__name__)

SENSITIVE_HINTS = (
    "complaint",
    "réclamation",
    "reclamation",
    "litige",
    "lawsuit",
    "lawyer",
    "avocat",
    "refund",
    "remboursement",
    "scam",
    "fraud",
    "мошен",
    "жалоб",
    "претенз",
    "возврат",
    "суд",
)

HANDOFF_PHRASES = (
    "human",
    "agent",
    "operator",
    "speak to someone",
    "real person",
    "humain",
    "conseiller",
    "parler à quelqu'un",
    "оператор",
    "человек",
    "живой",
    "специалист",
)


def should_handoff(
    *,
    message: str,
    failure_streak: int,
    grounded: bool,
) -> tuple[bool, str]:
    """Decide whether to escalate to a human."""
    lowered = message.lower()
    if any(p in lowered for p in HANDOFF_PHRASES):
        return True, "explicit_request"
    if any(p in lowered for p in SENSITIVE_HINTS):
        return True, "sensitive_topic"
    if not grounded and failure_streak >= 2:
        return True, "consecutive_failures"
    return False, ""


async def notify_handoff(
    *,
    conversation_id: int,
    reason: str,
    history: list[dict[str, str]],
    lead: dict[str, Any],
) -> None:
    """Send handoff payload to webhook if configured."""
    settings = get_settings()
    payload = {
        "conversation_id": conversation_id,
        "reason": reason,
        "lead": lead,
        "history": history[-20:],
        "app": settings.app_name,
    }
    if not settings.handoff_webhook_url:
        logger.info(
            "Handoff (no webhook): conversation=%s reason=%s",
            conversation_id,
            reason,
        )
        return
    try:
        async with httpx.AsyncClient(timeout=10) as client:
            await client.post(
                settings.handoff_webhook_url, json=payload
            )
    except Exception as exc:  # noqa: BLE001
        logger.exception("Handoff webhook failed: %s", exc)


def handoff_message(language: str, reason: str) -> str:
    """User-facing handoff acknowledgement."""
    messages = {
        "en": (
            "I am transferring you to a human teammate. "
            "They will see this conversation and follow up "
            f"shortly. (reason: {reason.replace('_', ' ')})"
        ),
        "fr": (
            "Je vous transfère à un conseiller humain. "
            "Il verra cet échange et vous répondra bientôt. "
            f"(motif : {reason.replace('_', ' ')})"
        ),
        "ru": (
            "Передаю вас живому специалисту. Он увидит "
            "этот диалог и скоро свяжется с вами. "
            f"(причина: {reason.replace('_', ' ')})"
        ),
    }
    return messages.get(language, messages["en"])