RedditBot/apps/dashboard/src/features/conversations/conversation-triage.ts

import type { ActiveChat } from '../../../../../packages/api-contracts/src/index.js';

/**
 * Mutually exclusive inbox workflow queues. Read state, manual ownership, and
 * images are secondary filters so they cannot make a row appear to occupy two
 * competing workflow states.
 */
export type ConversationFilter =
  | 'needs-reply'
  | 'awaiting-reply'
  | 'sellers'
  | 'account-deleted'
  | 'archived'
  | 'snoozed'
  | 'done';

export type ConversationSort = 'recent' | 'oldest-unanswered';

export interface ConversationFilters {
  search: string;
  filter: ConversationFilter;
  unreadOnly: boolean;
  manualOnly: boolean;
  imagesOnly: boolean;
  sort: ConversationSort;
  /** Reddit account id to narrow to, or `all`. */
  account: string;
}

export const DEFAULT_CONVERSATION_FILTERS: ConversationFilters = {
  search: '',
  filter: 'needs-reply',
  unreadOnly: false,
  manualOnly: false,
  imagesOnly: false,
  sort: 'recent',
  account: 'all',
};

export const CONVERSATION_FILTERS: ReadonlyArray<{ value: ConversationFilter; label: string }> = [
  { value: 'needs-reply', label: 'Needs attention' },
  { value: 'awaiting-reply', label: 'Waiting' },
  { value: 'sellers', label: 'Sellers' },
  { value: 'snoozed', label: 'Snoozed' },
  { value: 'done', label: 'Done' },
  { value: 'account-deleted', label: 'Deleted' },
  { value: 'archived', label: 'Archived' },
];

export const CONVERSATION_SORTS: ReadonlyArray<{ value: ConversationSort; label: string }> = [
  { value: 'recent', label: 'Newest activity' },
  { value: 'oldest-unanswered', label: 'Oldest unanswered' },
];

export function isConversationFilter(value: string | null): value is ConversationFilter {
  return CONVERSATION_FILTERS.some((option) => option.value === value);
}

export function isConversationSort(value: string | null): value is ConversationSort {
  return CONVERSATION_SORTS.some((option) => option.value === value);
}

export function triageStatus(conversation: ActiveChat): 'open' | 'snoozed' | 'done' {
  return conversation.triageStatus ?? 'open';
}

/**
 * True when the newest message is inbound and newer than the read watermark.
 *
 * Falls back to Matrix's `unread` only when the server has not supplied read
 * state at all, so an older backend keeps behaving as before rather than
 * showing an inbox with nothing unread.
 */
export function isUnread(conversation: ActiveChat): boolean {
  if (conversation.hasUnreadInbound !== undefined) return conversation.hasUnreadInbound;
  return conversation.unread;
}

export function needsReply(conversation: ActiveChat): boolean {
  if (conversation.recipientAccountStatus === 'deleted') return false;
  if (conversation.needsReply !== undefined) return conversation.needsReply;
  return !conversation.isFromUs && triageStatus(conversation) === 'open';
}

/** We have replied and are waiting on them. */
export function isWaitingOnThem(conversation: ActiveChat): boolean {
  return conversationQueue(conversation) === 'awaiting-reply';
}

/**
 * True when the reply loop is no longer sending on its own, so every further
 * message has to be written by an operator: either the subreddit's policy was
 * manual from the start, or automation handed the conversation over (a manual
 * reply was sent, an image arrived, a boundary or turn limit was hit).
 *
 * Conversations with no recorded automation state are not manual — they have
 * simply never been through the reply loop.
 */
export function isManualFlow(conversation: ActiveChat): boolean {
  if (conversation.automationPolicyMode === 'manual') return true;
  return conversation.automationStatus !== undefined
    && conversation.automationStatus !== 'active'
    && conversation.automationStatus !== 'killed';
}

/** Short label for why a conversation is being handled by hand. */
export function manualFlowLabel(conversation: ActiveChat): string | null {
  if (!isManualFlow(conversation)) return null;
  if (conversation.automationPolicyMode === 'manual' && conversation.automationStatus === 'active') {
    return 'Manual by policy';
  }
  switch (conversation.automationStatus) {
    case 'user-overridden':
      return 'Manual — you replied';
    case 'image-received':
      return 'Manual — image received';
    case 'boundary':
      return 'Manual — boundary';
    case 'human-required':
      return 'Manual — handed over';
    default:
      return 'Manual';
  }
}

/**
 * One authoritative workflow queue per conversation. Data-ownership and
 * terminal safety outcomes take precedence over message direction so archived,
 * deleted, and seller rows can never leak into actionable queues.
 */
export function conversationQueue(conversation: ActiveChat): ConversationFilter {
  if (conversation.readOnly) return 'archived';
  if (conversation.recipientAccountStatus === 'deleted') return 'account-deleted';
  if (conversation.sellerDetected === true || conversation.automationStatus === 'killed') return 'sellers';
  const status = triageStatus(conversation);
  if (status === 'snoozed') return 'snoozed';
  if (status === 'done') return 'done';
  return needsReply(conversation) ? 'needs-reply' : 'awaiting-reply';
}

export function matchesFilter(conversation: ActiveChat, filter: ConversationFilter): boolean {
  return conversationQueue(conversation) === filter;
}

export function matchesSearch(conversation: ActiveChat, search: string): boolean {
  const normalized = search.trim().toLowerCase();
  if (normalized.length === 0) return true;
  if (conversation.username.toLowerCase().includes(normalized)) return true;
  if (conversation.lastMessageSnippet.toLowerCase().includes(normalized)) return true;
  // Message text is only present for conversations whose history has been
  // loaded, so this is a bonus rather than a guarantee.
  return (conversation.messages ?? []).some((message) => message.text.toLowerCase().includes(normalized));
}

function matchesAccount(conversation: ActiveChat, account: string): boolean {
  return account === 'all' || conversation.owner?.accountId === account;
}

export interface ConversationListPartition {
  /** Conversations passing every active filter, in the requested order. */
  visible: ActiveChat[];
}

function matchesSecondaryFilters(conversation: ActiveChat, filters: ConversationFilters): boolean {
  return (!filters.unreadOnly || isUnread(conversation))
    && (!filters.manualOnly || isManualFlow(conversation))
    && (!filters.imagesOnly || conversation.hasReceivedImages === true);
}

/**
 * `oldest-unanswered` puts the longest-waiting conversation that needs a reply
 * first — the order you actually want when draining a queue — and keeps
 * everything else in newest-first order behind it.
 */
function compareConversations(sort: ConversationSort) {
  return (left: ActiveChat, right: ActiveChat): number => {
    if (sort === 'oldest-unanswered') {
      const leftNeeds = needsReply(left);
      const rightNeeds = needsReply(right);
      if (leftNeeds !== rightNeeds) return leftNeeds ? -1 : 1;
      if (leftNeeds && rightNeeds) return left.lastMessageTime - right.lastMessageTime;
    }
    return right.lastMessageTime - left.lastMessageTime;
  };
}

export function partitionConversations(
  conversations: readonly ActiveChat[],
  filters: ConversationFilters,
): ConversationListPartition {
  const visible = conversations.filter((conversation) => {
    if (!matchesSearch(conversation, filters.search)) return false;
    if (!matchesFilter(conversation, filters.filter)) return false;
    if (!matchesAccount(conversation, filters.account)) return false;
    return matchesSecondaryFilters(conversation, filters);
  });
  return { visible: visible.sort(compareConversations(filters.sort)) };
}

/**
 * Per-bucket counts for the filter pills. Counts respect search, account and
 * the seller toggle so a pill never promises rows the list will not show.
 */
export function filterCounts(
  conversations: readonly ActiveChat[],
  filters: ConversationFilters,
): Record<ConversationFilter, number> {
  const candidates = conversations.filter((conversation) =>
    matchesSearch(conversation, filters.search)
    && matchesAccount(conversation, filters.account)
    && matchesSecondaryFilters(conversation, filters));
  const counts = {} as Record<ConversationFilter, number>;
  for (const { value } of CONVERSATION_FILTERS) {
    counts[value] = candidates.filter((conversation) => matchesFilter(conversation, value)).length;
  }
  return counts;
}

export interface ConversationAccountOption {
  accountId: string;
  redditUsername: string;
}

/** Distinct owning accounts present in the list, for the account switcher. */
export function accountOptions(conversations: readonly ActiveChat[]): ConversationAccountOption[] {
  const seen = new Map<string, string>();
  for (const conversation of conversations) {
    if (conversation.owner) seen.set(conversation.owner.accountId, conversation.owner.redditUsername);
  }
  return [...seen]
    .map(([accountId, redditUsername]) => ({ accountId, redditUsername }))
    .sort((left, right) => left.redditUsername.localeCompare(right.redditUsername));
}

export const SNOOZE_OPTIONS: ReadonlyArray<{ label: string; ms: number }> = [
  { label: '1 hour', ms: 60 * 60_000 },
  { label: 'Tomorrow', ms: 24 * 60 * 60_000 },
  { label: '3 days', ms: 3 * 24 * 60 * 60_000 },
  { label: '1 week', ms: 7 * 24 * 60 * 60_000 },
];