from __future__ import annotations

import logging

from yuxi.channel.extensions.helpscout.auth import HelpScoutAuth
from yuxi.channel.extensions.helpscout.client import HelpScoutClient
from yuxi.channel.extensions.helpscout.config import resolve_account
from yuxi.channel.extensions.helpscout.types import OutboundResult

logger = logging.getLogger(__name__)

FAQ_RULES: dict[str, dict] = {
    "reset password": {
        "reply": (
            "To reset your password, please visit https://example.com/reset-password "
            "and follow the instructions. If you need further assistance, please let us know."
        ),
        "tags": ["account", "password"],
    },
    "cancel subscription": {
        "reply": (
            "To cancel your subscription, please go to your Account Settings > Billing "
            "and click 'Cancel Subscription'. If you have any questions, we're here to help."
        ),
        "tags": ["billing", "subscription"],
    },
    "contact support": {
        "reply": (
            "You can reach our support team by replying to this email or visiting "
            "https://example.com/support. Our team is available Monday-Friday, 9 AM - 6 PM."
        ),
        "tags": ["support"],
    },
}


class HelpScoutAutoReply:
    async def check_faq_match(self, body_text: str) -> dict | None:
        text_lower = body_text.lower()
        for keyword, faq in FAQ_RULES.items():
            if keyword in text_lower:
                logger.debug(
                    "Help Scout FAQ match: keyword=%s",
                    keyword,
                )
                return {"keyword": keyword, **faq}
        return None

    async def send_faq_reply(
        self,
        conversation_id: int,
        reply_text: str,
        tags: list[str] | None = None,
        account_id: str | None = None,
    ) -> OutboundResult:
        account = resolve_account(account_id or "default")
        client = self._build_client(account)

        try:
            result = await client.reply_conversation(
                conversation_id=conversation_id,
                text=reply_text,
                draft=True,
            )
            reply_id = str(result.get("id", ""))

            if tags:
                conv = await client.get_conversation(conversation_id)
                existing_tags = conv.get("tags", [])
                new_tags = [t for t in tags if t not in existing_tags]
                if new_tags:
                    await client.update_conversation(
                        conversation_id,
                        {"tags": existing_tags + new_tags},
                    )

            note = "Auto-reply draft generated from FAQ match. Review and send when ready."
            await client.create_note(conversation_id=conversation_id, text=note)

            logger.info(
                "Help Scout FAQ auto-reply drafted: conv=%d",
                conversation_id,
            )
            return OutboundResult(success=True, message_id=reply_id)
        except Exception as e:
            logger.exception(
                "Help Scout FAQ auto-reply failed: conv=%d",
                conversation_id,
            )
            return OutboundResult(success=False, error="exception", detail=str(e))
        finally:
            await client.close()

    @staticmethod
    def _build_client(account: dict) -> HelpScoutClient:
        auth = HelpScoutAuth(account["app_id"], account["app_secret"])
        return HelpScoutClient(auth)