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

logger = logging.getLogger(__name__)


class HelpScoutSatisfaction:
    def __init__(self):
        self._ratings: list[dict] = []

    async def record_rating(
        self,
        payload: dict,
    ) -> dict | None:
        rating = payload.get("rating", {})
        conv_id = rating.get("conversationId")
        score = rating.get("rating", 0)

        record = {
            "id": rating.get("id", ""),
            "conversation_id": conv_id,
            "rating": score,
            "feedback": rating.get("feedback", ""),
            "created_at": rating.get("createdAt", ""),
        }
        self._ratings.append(record)

        level = "positive" if score == 1 else "negative"
        logger.info(
            "Help Scout satisfaction: conv=%s rating=%s feedback=%s",
            conv_id,
            level,
            rating.get("feedback", ""),
        )

        return record

    async def get_stats(
        self,
        mailbox_id: int | None = None,
        account_id: str | None = None,
    ) -> dict:
        all_ratings = self._ratings
        positive = sum(1 for r in all_ratings if r["rating"] == 1)
        total = len(all_ratings)
        satisfaction_rate = positive / total * 100 if total > 0 else 0.0

        return {
            "total": total,
            "positive": positive,
            "negative": total - positive,
            "satisfaction_rate": round(satisfaction_rate, 2),
        }

    async def log_rating_to_note(
        self,
        conversation_id: int,
        rating: int,
        feedback: str = "",
        account_id: str | None = None,
    ) -> None:
        account = resolve_account(account_id or "default")
        client = self._build_client(account)

        try:
            level = "Satisfied" if rating == 1 else "Not Satisfied"
            note = f"Customer Satisfaction: {level}"
            if feedback:
                note += f"\nFeedback: {feedback}"
            await client.create_note(conversation_id=conversation_id, text=note)
            logger.debug(
                "Help Scout satisfaction note added: conv=%d",
                conversation_id,
            )
        except Exception:
            logger.exception(
                "Help Scout satisfaction note failed: conv=%d",
                conversation_id,
            )
        finally:
            await client.close()

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