import { useCallback, useEffect, useRef, useState } from 'react';
import { createPortal } from 'react-dom';
import PropTypes from 'prop-types';
import { useLocation } from 'react-router-dom';
import { useQueryClient } from '@tanstack/react-query';
import dayjs from 'dayjs';
import { AiOutlineMore as MoreOutlined } from 'react-icons/ai';
import {
  LuChevronDown,
  LuHistory,
  LuTrash2,
  LuMessageSquare,
  LuRotateCcw,
  LuMaximize2,
  LuMinimize2,
  LuX
} from 'react-icons/lu';

import { HStack } from '@astryxdesign/core/HStack';
import { VStack } from '@astryxdesign/core/VStack';
import { Text } from '@astryxdesign/core/Text';
import { DropdownMenu } from '@astryxdesign/core/DropdownMenu';
import { IconButton } from '@/components/ds';

import { OpenToast } from 'components/third-party/OpenToast';
import { STATUS } from 'themes/dt/tokens';
import { answerQuestion, FOLLOW_UP_SUGGESTIONS } from '@/lib/assistant/intents';
import { executeCreateCustomer, buildCustomerPayload } from '@/lib/assistant/actions';
import { executeCreateOrder, buildOrderPayload, validateOrderDraft } from '@/lib/assistant/orderActions';
import { executeCreateBulk } from '@/lib/assistant/bulkOrderActions';
import { startCustomerFlow, answerStep } from '@/lib/assistant/customerFlow';
import { startOrderFlow, answerOrderStep } from '@/lib/assistant/orderFlow';
import { startBulkFlow, answerBulkStep, resolveBulkRows, lookupsNeeded, batchCount, GEOCODE_INTERVAL_MS } from '@/lib/assistant/bulkFlow';
import { startAssignFlow, answerAssignStep } from '@/lib/assistant/assignFlow';
import { executeAssign, executeRepeatAssign, describeRider } from '@/lib/assistant/assignActions';
import { startRepeatFlow, answerRepeatStep } from '@/lib/assistant/repeatFlow';
import { buildRepeatRun, describeDay } from '@/lib/assistant/repeatRuns';
import { getPageContext, getFollowUps, toChips, ORDER_CREATED, ORDER_CREATED_ASSIGNED } from './pageContext';
import { Spark, LiveIndicator, TypingIndicator } from './AIParts';
import AIWelcome, { SuggestionChips } from './AIWelcome';
import AIMessage from './AIMessage';
import AIComposer from './AIComposer';
import '../DoormileAI.css';

// ==============================|| Doormile AI — slide-over panel ||============================== //
//
// Right-side slide-over rendered into a portal so it layers over the page
// without the dashboard reflowing underneath it. Data logic is unchanged —
// every answer still comes from intents.js's answerQuestion(), which only
// calls the same API functions the pages themselves use.
//
// The panel stays mounted through its closing transition (`isMounted` vs
// `isShown`) so the exit animation actually plays instead of the element
// disappearing on the first frame.

const ANIMATION_MS = 260;
const HISTORY_KEY = 'doormileBotHistory';
const HISTORY_LIMIT = 50;
const CONVERSATIONS_KEY = 'doormileBotConversations';
const CONVERSATIONS_LIMIT = 25;
const PIN_THRESHOLD_PX = 48;

// Dock widths. Each is a viewport fraction with a pixel floor — 20vw is only
// 256px on a 1280 laptop, and the floor catches anything narrower than that,
// below which the composer and the thread stop being readable. Both values are
// also what the page reserves beside the panel, so they must stay a single
// expression (see the --dai-dock-width comment in DoormileAI.css for why a
// percentage cannot be used here).
// Must stay byte-identical to the --dai-dock-width default in DoormileAI.css:
// the CSS value applies before this effect runs on first paint, and any
// difference between the two shows as the page jumping sideways on load.
const DOCK_NORMAL = 'clamp(320px, 20vw, 460px)';
const DOCK_WIDE = 'clamp(420px, 30vw, 680px)';
const WIDTH_KEY = 'doormileBotWidth';

// Seeded from the clock, not from 1.
//
// Messages are keyed by this id, and a thread is restored from localStorage on
// mount — but the counter restarted at 1 every page load, so the first new
// message collided with the first restored one. React then logged "Encountered
// two children with the same key" (seen live, dozens of times) and is free to
// duplicate or drop either message; the warning says the behaviour is
// unsupported.
//
// Restoring an ARCHIVED conversation made it worse still: that injects a whole
// thread of old ids into the middle of a running count.
//
// A clock seed removes the class of bug rather than patching one path — every
// id issued now is larger than every id issued in any earlier session, so new
// and restored messages cannot occupy the same key.
let nextId = Date.now();
const makeId = () => nextId++;
const now = () => dayjs().format('hh:mm A');

// Reissues every id so a thread is internally unique, whatever it arrived
// with. Storage written before ids were clock-seeded holds runs like
// 1,2,3,4,5,6,7,1,2,3 — the counter restarted each session and wrote straight
// over itself — and React keys off these, so those threads log "two children
// with the same key" on every single mount until the data itself is repaired.
//
// Seeding the counter fixed new writes; this fixes what is already on disk.
// Ids only need to be unique within a session, so reissuing is safe: nothing
// persists a reference to one, and setFormStatus matches within the same
// render tree.
const withUniqueIds = (messages) => messages.map((m) => ({ ...m, id: makeId() }));

const loadHistory = () => {
  try {
    const raw = localStorage.getItem(HISTORY_KEY);
    const parsed = raw ? JSON.parse(raw) : [];
    if (!Array.isArray(parsed)) return [];
    // Any write proposal that was still awaiting confirmation when the panel
    // last closed is retired on load. Otherwise a Create button could sit in
    // restored history for days and fire against data the operator can no
    // longer see — the proposal must be regenerated against current state.
    return withUniqueIds(
      parsed.map((m) => {
        const next = m.flowStep ? { ...m, flowStep: undefined } : m;
        return next.form?.status === 'open' ? { ...next, form: { ...next.form, status: 'stale' } } : next;
      })
    );
  } catch {
    return [];
  }
};

const saveHistory = (messages) => {
  try {
    localStorage.setItem(HISTORY_KEY, JSON.stringify(messages.slice(-HISTORY_LIMIT)));
  } catch {
    // localStorage unavailable (private mode, quota) — history just won't persist
  }
};

// ---------------------------------------------------------------------------
// Past conversations.
//
// HISTORY_KEY holds the CURRENT thread and is overwritten on every message.
// Before this existed, "New conversation" cleared `messages`, that save effect
// fired, and the previous conversation was gone — permanently, with no warning
// and nothing to restore. Archiving first is what makes starting a new chat a
// safe thing to do rather than a destructive one.
// ---------------------------------------------------------------------------
const loadConversations = () => {
  try {
    const raw = localStorage.getItem(CONVERSATIONS_KEY);
    const parsed = raw ? JSON.parse(raw) : [];
    return Array.isArray(parsed) ? parsed : [];
  } catch {
    return [];
  }
};

const saveConversations = (list) => {
  try {
    localStorage.setItem(CONVERSATIONS_KEY, JSON.stringify(list.slice(0, CONVERSATIONS_LIMIT)));
  } catch {
    /* private mode / quota — archives just won't persist */
  }
};

// A conversation is named after the first thing the operator asked. That is
// the only line in a thread that reliably says what it was about — the
// assistant's own first reply is usually a number with no subject.
const conversationTitle = (messages) => {
  const firstAsk = messages.find((m) => m.sender === 'user' && m.text);
  const raw = (firstAsk?.text || 'Untitled conversation').trim();
  return raw.length > 58 ? `${raw.slice(0, 57)}…` : raw;
};

const AIPanel = ({ isOpen, onClose }) => {
  const queryClient = useQueryClient();

  // The bot writes through its own calls, so the PAGE behind it keeps serving
  // whatever TanStack cached before the write. Assign a rider from here and the
  // API is correct immediately, while the Deliveries table still shows the
  // booking as undispatched — that page selects on `assignedmileruserid`, which
  // has just changed underneath it. Reported as "it assigned but Deliveries
  // doesn't show it"; the assignment was real, the table was stale.
  //
  // Invalidated broadly and deliberately. Naming each page's keys here would
  // couple the assistant to every table's cache layout and rot the first time
  // one changes; TanStack only refetches ACTIVE queries at once, so in practice
  // this refreshes the page the operator is looking at and marks the rest
  // stale. CLAUDE.md §7 asks for .refetch() after a mutation, but that only
  // reaches queries the same component owns — a cross-page write needs the
  // client.
  const refreshPageData = useCallback(() => {
    queryClient.invalidateQueries();
  }, [queryClient]);
  const { pathname } = useLocation();
  const pageContext = getPageContext(pathname);

  const [isMounted, setIsMounted] = useState(isOpen);
  const [isShown, setIsShown] = useState(false);
  const [messages, setMessages] = useState(loadHistory);
  const [conversations, setConversations] = useState(loadConversations);
  // 'chat' | 'history'. History is a STATE of the panel, not a route: the
  // header and composer stay exactly where they are, so it is somewhere you
  // look rather than somewhere you navigate to and have to find a way out of.
  const [view, setView] = useState('chat');
  // Set when a write SUCCEEDS, so the follow-up strip can offer what comes
  // after an order exists rather than what comes after asking to make one.
  // Cleared the moment anything else is asked — it describes the last thing
  // that HAPPENED, not a standing preference.
  const [outcomeKey, setOutcomeKey] = useState(null);
  // The orders the LAST write produced. Held so that "Assign order" means
  // "assign the ones we just made" rather than "name an order for me".
  //   { ids: string[], booking: object|null }
  // `booking` is only populated for a single create, where the operator picks
  // the rider by hand; a batch goes to the optimiser-backed endpoint instead.
  const [lastCreated, setLastCreated] = useState({ ids: [], booking: null });
  const [value, setValue] = useState('');
  const [isSending, setIsSending] = useState(false);
  const [context, setContext] = useState({ lastIntentId: null, lastParams: null });
  const [isPinned, setIsPinned] = useState(true);
  // An in-progress conversational create. Held in memory only — never
  // persisted, so a half-finished flow can't be resurrected in a later session
  // and submitted against stale intent.
  const [flow, setFlow] = useState(null);

  const panelRef = useRef(null);
  const scrollRef = useRef(null);
  const lastQuestionRef = useRef(null);
  // Mirrors isPinned so the throttled scroll handler can compare without
  // re-subscribing, and cancels an in-flight frame on unmount.
  const pinnedRef = useRef(true);
  // Stop is a ref, never state: read inside the async pass, a state value is
  // captured at call time and never updates, so Stop did nothing. The geocode
  // cache is a ref so re-running after a fix doesn't re-look-up what's known.
  const bulkStop = useRef(false);
  const bulkCache = useRef(new Map());
  const rafRef = useRef(0);

  useEffect(() => () => cancelAnimationFrame(rafRef.current), []);

  // ---- open / close transition ----
  useEffect(() => {
    if (isOpen) {
      setIsMounted(true);
      const raf = requestAnimationFrame(() => setIsShown(true));
      return () => cancelAnimationFrame(raf);
    }
    setIsShown(false);
    const timer = setTimeout(() => setIsMounted(false), ANIMATION_MS);
    return () => clearTimeout(timer);
  }, [isOpen]);

  // ---- dock width: normal 25%, expanded 30% ----
  // Written as a custom property on the document rather than held in CSS,
  // because TWO things have to agree on it: the panel's own width and the
  // padding the page reserves beside it (see the .dai-docked rule). One
  // variable is the only way they cannot drift apart.
  //
  // The floors matter as much as the percentages. Below roughly a 1200px
  // viewport these percentages fall under what a conversation is readable in,
  // so each step has a pixel floor it will not go under.
  //
  // Persisted: the panel unmounts when it closes, so without this the operator
  // re-expands it every single time they open the assistant.
  const [isWide, setIsWide] = useState(() => {
    try {
      return localStorage.getItem(WIDTH_KEY) === 'wide';
    } catch {
      return false;
    }
  });

  useEffect(() => {
    document.documentElement.style.setProperty('--dai-dock-width', isWide ? DOCK_WIDE : DOCK_NORMAL);
    try {
      localStorage.setItem(WIDTH_KEY, isWide ? 'wide' : 'normal');
    } catch {
      /* private mode — the width just won't persist */
    }
  }, [isWide]);

  // ---- anchor the dock to the real header height ----
  // The dock starts where the top nav ends. `--appshell-header-height` looks
  // like the right token for that and Dispatch.css already reads it, but
  // Astryx does not actually publish it — verified in the browser, where it
  // resolves to nothing and the fallback wins. The header is 57px, not the 64
  // a fallback would guess, so trusting it left a 7px sliver of page visible
  // above the panel.
  //
  // Measured instead, and re-measured on resize, so the seam stays closed if
  // the header ever changes height.
  useEffect(() => {
    if (!isMounted) return undefined;
    const header = document.querySelector('[data-app-header]');
    if (!header) return undefined;
    const apply = () => {
      const h = Math.round(header.getBoundingClientRect().height);
      document.documentElement.style.setProperty('--dai-dock-top', `${h}px`);
    };
    apply();
    const ro = new ResizeObserver(apply);
    ro.observe(header);
    return () => ro.disconnect();
  }, [isMounted]);

  // ---- the page makes room for the dock ----
  // The panel is portaled to <body>, so it cannot be a flex sibling of the
  // content area and cannot push it directly. This flag is the handshake: CSS
  // (DoormileAI.css) reserves exactly --dai-dock-width of padding on the app's
  // content container while it is set, and animates on the same curve, so the
  // page slides open rather than being covered.
  //
  // Keyed on isShown, not isOpen, so the shift starts on the same frame the
  // panel starts sliding in. Cleared on unmount as well as on close — leaving
  // it set would strand the whole app behind a permanent empty gutter.
  useEffect(() => {
    document.body.classList.toggle('dai-docked', isShown);
    return () => document.body.classList.remove('dai-docked');
  }, [isShown]);

  // ---- Escape closes ----
  useEffect(() => {
    if (!isOpen) return undefined;
    const onKeyDown = (e) => {
      if (e.key === 'Escape') {
        e.stopPropagation();
        onClose();
      }
    };
    document.addEventListener('keydown', onKeyDown);
    return () => document.removeEventListener('keydown', onKeyDown);
  }, [isOpen, onClose]);

  // ---- move focus into the panel on open ----
  useEffect(() => {
    if (!isShown) return;
    const textarea = panelRef.current?.querySelector('textarea');
    (textarea || panelRef.current)?.focus();
  }, [isShown]);

  useEffect(() => {
    saveHistory(messages);
  }, [messages]);

  // ---- auto-scroll, but never yank the view away from someone reading ----
  useEffect(() => {
    if (!isPinned) return;
    const el = scrollRef.current;
    if (el) el.scrollTop = el.scrollHeight;
  }, [messages, isSending, isPinned]);

  // A scroll event fires several times per frame, and this used to call
  // setIsPinned on every one of them — re-rendering the entire thread mid-scroll.
  // The measurement is now rAF-throttled and the state is written only when the
  // flag actually flips, so ordinary scrolling costs no renders at all.
  const handleScroll = useCallback(() => {
    if (rafRef.current) return;
    rafRef.current = requestAnimationFrame(() => {
      rafRef.current = 0;
      const el = scrollRef.current;
      if (!el) return;
      const pinned = el.scrollHeight - el.scrollTop - el.clientHeight < PIN_THRESHOLD_PX;
      if (pinned === pinnedRef.current) return;
      pinnedRef.current = pinned;
      setIsPinned(pinned);
    });
  }, []);

  const scrollToLatest = useCallback(() => {
    const el = scrollRef.current;
    if (el) el.scrollTo({ top: el.scrollHeight, behavior: 'smooth' });
    pinnedRef.current = true;
    setIsPinned(true);
  }, []);

  // Every handler passed to AIMessage is stabilised, because a new function
  // identity on each render defeats its memo and puts all 50 turns back on the
  // critical path of a scroll.
  const push = useCallback((message) => setMessages((prev) => [...prev, { id: makeId(), timestamp: now(), ...message }]), []);

  // Pushes a message and hands back its id, so a long-running pass can rewrite
  // that one turn rather than pushing a new one per row.
  const pushLive = useCallback((message) => {
    const id = makeId();
    setMessages((prev) => [...prev, { id, timestamp: now(), ...message }]);
    return id;
  }, []);

  const patch = useCallback((id, fields) => setMessages((prev) => prev.map((m) => (m.id === id ? { ...m, ...fields } : m))), []);

  // Renders whatever a flow step needs: a dropdown, a typed question, or the
  // finished quote. Kept in one place so the start of a flow and every
  // subsequent answer produce identical-looking turns.
  // Renders one turn of ANY conversational create. The question half is shared;
  // what happens at the end is the caller's (finishOrder / finishBulk).
  const renderFlowStep = useCallback(
    async (next, onDone) => {
      if (!next.done) {
        if (next.retry) {
          push({ sender: 'assistant', text: next.ask });
          return;
        }
        const step = next.step;
        push({
          sender: 'assistant',
          text: next.ask || step.ask,
          // A `select` or `rows` step carries the step definition so AIMessage
          // can render its control; a `text` step is answered in the composer.
          flowStep: step.type === 'select' || step.type === 'rows' ? step : undefined,
          flowDraft: next.flow.draft
        });
        return;
      }
      await onDone(next.draft);
    },
    [push]
  );

  // The single order's completion: quote, gate, then offer one press.
  const finishOrder = useCallback(
    async (draft) => {
      // Every field gathered, price included — the flow itself quotes it and asks
      // for the amount when it can't (see orderFlow.js's `finalprice` step), so
      // there is never a NaN or an invented zero on the wire.
      const quote = draft.__quote || {};

      // Last gate before a Create button exists. The flow validates field by
      // field, but this is the same check the Create Order page runs on the whole
      // record — if it fails, the operator gets told what's missing instead of a
      // button that would post a rejected booking.
      const { ok, errors } = validateOrderDraft(draft);
      if (!ok) {
        push({
          sender: 'assistant',
          state: {
            tone: STATUS.error,
            iconKey: 'warning',
            title: "This order isn't complete",
            body: `${Object.values(errors).join(' · ')}. Say “create an order” to start again.`
          }
        });
        setFlow(null);
        return;
      }

      push({
        sender: 'assistant',
        text: `That comes to ₹${Number(draft.finalprice).toFixed(2)}.`,
        list: {
          title: 'Will be sent',
          numbered: false,
          items: [
            { label: 'Customer', meta: `${draft.customer_name} · ${draft.customer_phone}` },
            { label: 'Pickup', meta: draft.__pickup?.locationname || draft.__pickup?.address || '—' },
            { label: 'Drop', meta: draft.deliveryaddress },
            { label: 'Service', meta: draft.service_option },
            { label: 'Parcels', meta: `${draft.quantity} · ${draft.itemcategory} · ${draft.itemdescription}` },
            quote.km != null
              ? { label: 'Distance', meta: `${quote.km} km${quote.durationMin ? ` · ${quote.durationMin} min` : ''}` }
              : null,
            { label: 'Price', meta: `₹${Number(draft.finalprice).toFixed(2)}` }
          ].filter(Boolean)
        },
        // Where the number came from matters: a quoted price is reproducible from
        // the tenant's pricing row, an entered one is the operator's own.
        detail:
          quote.total != null
            ? 'Priced from this tenant’s pricing row and the routed distance.'
            : 'Price entered manually — it couldn’t be quoted automatically.',
        form: { kind: 'confirmOrder', status: 'open', draft }
      });
    },
    [push]
  );

  // Every field gathered — now the long pass. Locating is ~1 lookup/second, so
  // it is narrated into a single message the operator can watch and stop,
  // rather than freezing silently for minutes.
  // The assign conversation's end. Two outcomes: the operator chose to keep the
  // rider the backend already picked (nothing to send), or they picked someone
  // and get the usual one-press gate.
  // Everything after "which day" — resolving customers, the drift check,
  // re-quoting at today's tariff, the already-repeated guard. Narrated into one
  // message like the bulk file's locate pass, because none of it is a question.
  const finishRepeat = useCallback(
    async (draft) => {
      bulkStop.current = false;
      const liveId = pushLive({
        sender: 'assistant',
        text: `Checking ${describeDay(draft.day)}’s orders…`,
        liveStop: true
      });

      const run = await buildRepeatRun(draft.day, {
        shouldStop: () => bulkStop.current,
        onProgress: (p) => patch(liveId, { text: `Pricing at today’s tariff… ${Math.min(p.done + 1, p.total)} of ${p.total}` })
      });

      patch(liveId, { text: `Checked ${run.total} order${run.total === 1 ? '' : 's'} from ${describeDay(draft.day)}.`, liveStop: false });

      // Nothing NEW, but everything already exists today. That is not a dead
      // end — running the same round twice in a day (a lunch wave and a dinner
      // wave to the same customers) is ordinary work. The guard's job is to make
      // sure it is deliberate, not to refuse it, so this warns loudly and still
      // offers the button.
      if (!run.valid.length && run.already.length) {
        push({
          sender: 'assistant',
          text: `All ${run.already.length} of ${describeDay(draft.day)}’s orders have already been created today.`,
          list: {
            title: 'Already created today',
            numbered: false,
            items: run.already.slice(0, 12).map((r) => ({
              label: `${r.customer_name} · ${r.customer_phone}`,
              meta: r.deliveryaddress
            }))
          },
          detail: [
            `Creating them again produces a SECOND set of orders to the same customers — a second real rider to each door. Only do it if that is what you mean.`,
            run.already.some((r) => r.__previousMilerUserId != null)
              ? 'They are also dispatched straight back to their previous riders, so those riders get the same drops twice.'
              : null
          ]
            .filter(Boolean)
            .join(' '),
          form: {
            kind: 'confirmBulk',
            status: 'open',
            draft: { rows: run.already, invalid: run.drifted, repeatOf: draft.day },
            confirmLabel: `Create all ${run.already.length} again`
          }
        });
        setFlow(null);
        return;
      }

      if (!run.valid.length) {
        push({
          sender: 'assistant',
          state: {
            tone: STATUS.muted,
            iconKey: 'info',
            title: 'Nothing to repeat',
            body: run.drifted.length
              ? `None can be repeated — the first problem is that ${run.drifted[0].error}.`
              : 'That day has no repeatable orders.'
          },
          downloadRows: run.drifted.length ? run.drifted : undefined
        });
        setFlow(null);
        return;
      }

      push({
        sender: 'assistant',
        text: `${run.valid.length} order${run.valid.length === 1 ? '' : 's'} ready to repeat.`,
        list: {
          title: 'Will be created',
          numbered: false,
          items: run.valid.slice(0, 12).map((r) => ({
            label: `${r.customer_name} · ${r.customer_phone}`,
            meta: `₹${Number(r.finalprice).toFixed(2)}${
              r.previousPrice != null && Number(r.previousPrice) !== Number(r.finalprice)
                ? ` (was ₹${Number(r.previousPrice).toFixed(2)})`
                : ''
            } · ${r.deliveryaddress}`
          }))
        },
        // Every line here is a row NOT being created, and the reason why.
        detail: [
          run.valid.length > 12 ? `Showing the first 12 of ${run.valid.length}.` : null,
          run.already.length ? `${run.already.length} already created today — left out so nobody is booked twice.` : null,
          run.drifted.length ? `${run.drifted.length} can’t be repeated (${run.drifted[0].error}).` : null,
          run.unpriced.length ? `${run.unpriced.length} couldn’t be priced at today’s tariff.` : null,
          run.changed.length
            ? `${run.changed.length} price${run.changed.length === 1 ? '' : 's'} changed since ${describeDay(draft.day)}.`
            : null,
          // The confirm button now does two things, so it has to say two
          // things. Creating and then silently dispatching to real riders is
          // more than "create" promises.
          (() => {
            const withRider = run.valid.filter((r) => r.__previousMilerUserId != null).length;
            if (!withRider) return null;
            return withRider === run.valid.length
              ? `All ${withRider} go straight back to the rider who ran them on ${describeDay(draft.day)} — no separate assign step.`
              : `${withRider} of ${run.valid.length} go straight back to ${describeDay(draft.day)}’s rider; the rest stay pending.`;
          })()
        ]
          .filter(Boolean)
          .join(' '),
        downloadRows: run.drifted.length ? run.drifted : undefined,
        form: {
          kind: 'confirmBulk',
          status: 'open',
          draft: { rows: run.valid, invalid: run.drifted, repeatOf: draft.day },
          // Rows already created today are excluded by default — but repeating
          // a round twice in a day is legitimate, so there is a way to include
          // them without starting over.
          altLabel: run.already.length
            ? `Include the ${run.already.length} already created today (${run.valid.length + run.already.length} total)`
            : undefined,
          altDraft: run.already.length ? { rows: [...run.valid, ...run.already], invalid: run.drifted, repeatOf: draft.day } : undefined
        }
      });
    },
    [push, pushLive, patch]
  );

  const finishAssign = useCallback(
    async (draft) => {
      const label = draft.booking?.bookingno || `#${draft.booking?.bookingid}`;

      if (draft.__keep) {
        push({
          sender: 'assistant',
          text: `Left ${label} with ${describeRider(draft.__currentRider) || 'its current rider'}.`,
          detail: 'Nothing was sent.'
        });
        setFlow(null);
        return;
      }

      push({
        sender: 'assistant',
        text: `Assign ${label} to ${describeRider(draft.__rider)}?`,
        list: {
          title: 'Will be sent',
          numbered: false,
          items: [
            { label: 'Order', meta: label },
            { label: 'Rider', meta: describeRider(draft.__rider) || '—' },
            draft.__currentRider ? { label: 'Replaces', meta: describeRider(draft.__currentRider) } : null,
            { label: 'Drop', meta: draft.booking?.deliveryaddress || '—' }
          ].filter(Boolean)
        },
        // Stated because it is the difference between "the rider knows" and
        // "the rider will find out when they next open the app".
        detail: draft.__rider?.milerprofileid
          ? 'The rider gets a push notification when this lands.'
          : 'This rider has no profile id, so no notification can be sent.',
        form: { kind: 'confirmAssign', status: 'open', draft }
      });
    },
    [push]
  );

  const finishBulk = useCallback(
    async (draft) => {
      const rows = draft.rows;
      const needed = lookupsNeeded(rows, bulkCache.current);
      bulkStop.current = false;

      const liveId = pushLive({
        sender: 'assistant',
        text: needed
          ? `Locating ${needed} address${needed === 1 ? '' : 'es'} — about ${Math.ceil(
              (needed * GEOCODE_INTERVAL_MS) / 1000
            )}s. The address service allows roughly one per second.`
          : 'Checking the rows…',
        // Rendered as a plain turn with a Stop button; see AIMessage's liveStop.
        liveStop: true
      });

      const result = await resolveBulkRows(rows, {
        pickup: draft.__pickup,
        tenantid: draft.tenantid || localStorage.getItem('tenantid'),
        cache: bulkCache.current,
        shouldStop: () => bulkStop.current,
        onProgress: (p) =>
          patch(liveId, {
            text: `${p.phase === 'price' ? 'Pricing' : 'Locating addresses'}… ${Math.min(p.done + 1, p.total)} of ${p.total}`,
            detail: p.current || undefined
          })
      });

      patch(liveId, { text: `Checked ${rows.length} row${rows.length === 1 ? '' : 's'}.`, detail: undefined, liveStop: false });

      if (!result.valid.length) {
        push({
          sender: 'assistant',
          state: {
            tone: STATUS.error,
            iconKey: 'warning',
            title: 'None of these rows can be sent',
            body: result.invalid[0]?.error
              ? `The first problem is: ${result.invalid[0].error}. Fix the rows and say “bulk upload orders” again.`
              : 'Fix the rows and try again.'
          }
        });
        setFlow(null);
        return;
      }

      const batches = batchCount(result.valid.length);
      push({
        sender: 'assistant',
        text: `${result.valid.length} order${result.valid.length === 1 ? '' : 's'} ready to create.`,
        list: {
          title: 'Will be sent',
          numbered: false,
          // Capped for readability, and the cap is STATED — a list that silently
          // showed 12 of 200 would read as the whole file.
          items: result.valid.slice(0, 12).map((r) => ({
            label: `${r.customer_name} · ${r.customer_phone}`,
            meta: `₹${Number(r.finalprice).toFixed(2)}${r.quoted ? ' quoted' : ''} · ${r.resolvedAddress || r.deliveryaddress}`
          }))
        },
        detail: [
          result.valid.length > 12 ? `Showing the first 12 of ${result.valid.length}.` : null,
          result.invalid.length
            ? `${result.invalid.length} row${result.invalid.length === 1 ? '' : 's'} cannot be sent and will be left out.`
            : null,
          batches > 1 ? `Sent in ${batches} batches of at most 200.` : null,
          `Pickup: ${draft.__pickup?.locationname || draft.__pickup?.address || '—'} · ${draft.service_option}`
        ]
          .filter(Boolean)
          .join(' '),
        form: { kind: 'confirmBulk', status: 'open', draft: { ...draft, rows: result.valid, invalid: result.invalid } }
      });
    },
    [push, pushLive, patch]
  );

  const ask = useCallback(
    async (text) => {
      const question = String(text || '').trim();
      if (!question || isSending) return;

      lastQuestionRef.current = question;
      setValue('');
      setIsPinned(true);
      setOutcomeKey(null);
      setMessages((prev) => [...prev, { id: makeId(), sender: 'user', text: question, timestamp: now() }]);
      setIsSending(true);

      try {
        // ---- an answer to a question we asked ----------------------------
        //
        // Checked BEFORE the router. This is the whole fix: answerQuestion
        // picks an intent by matching text, so a bare reply like
        // "8494948494" matches nothing and used to be swallowed by the
        // "I can't answer that yet" fallback. Mid-flow, the text is an
        // answer — not a question — and is never routed.
        if (flow && !flow.complete) {
          if (/^(?:cancel|stop|nevermind|never mind|forget it)$/i.test(question)) {
            setFlow(null);
            push({ sender: 'assistant', text: 'Cancelled — nothing was created.' });
            setIsSending(false);
            return;
          }

          // An order flow answers through this same path when the step is
          // free text; `select` steps come in through chooseStep instead.
          if (flow.kind === 'repeatRun') {
            const next = await answerRepeatStep(flow, question);
            setFlow(next.flow);
            await renderFlowStep(next, finishRepeat);
            setIsSending(false);
            return;
          }

          if (flow.kind === 'assignRider') {
            const next = await answerAssignStep(flow, question);
            setFlow(next.flow);
            await renderFlowStep(next, finishAssign);
            setIsSending(false);
            return;
          }

          if (flow.kind === 'createBulk') {
            const next = await answerBulkStep(flow, question);
            setFlow(next.flow);
            await renderFlowStep(next, finishBulk);
            setIsSending(false);
            return;
          }

          if (flow.kind === 'createOrder') {
            const next = await answerOrderStep(flow, question);
            setFlow(next.flow);
            await renderFlowStep(next, finishOrder);
            setIsSending(false);
            return;
          }

          const next = answerStep(flow, question);
          setFlow(next.flow);

          if (next.done) {
            // Every field gathered. Show exactly what will be sent and wait
            // for Submit — the same write gate every other create uses.
            push({
              sender: 'assistant',
              text: 'Ready to create this customer.',
              list: {
                title: 'Will be sent',
                numbered: false,
                items: Object.entries(next.payload).map(([k, v]) => ({ label: k, meta: String(v) }))
              },
              form: { kind: 'confirmCustomer', status: 'open', payload: next.payload }
            });
          } else {
            push({ sender: 'assistant', text: next.ask });
          }
          setIsSending(false);
          return;
        }

        const result = await answerQuestion(question, context);
        if (result) {
          setContext({ lastIntentId: result.intentId, lastParams: result.params });
          // createCustomer no longer opens a form — it starts a conversation.
          // The form version was replaced on explicit request; asking one
          // question at a time reads better and matches how an operator would
          // dictate a record.
          if (result.form?.kind === 'repeatRun') {
            const started = await startRepeatFlow();
            setFlow(started.flow);
            await renderFlowStep(started, finishRepeat);
            setIsSending(false);
            return;
          }

          if (result.form?.kind === 'assignRider') {
            // "Assign a rider" with no order named in the sentence used to go
            // straight to "Which order? Give me its number" — which, right
            // after creating thirteen of them, is the assistant asking the
            // operator to repeat something it just did itself.
            //
            // If the last write is still the most recent thing that happened,
            // that IS the answer to "which order". Only fall through to asking
            // when the question named no order AND nothing recent was created.
            // Every assignment goes through the same two questions: which
            // order, then which rider. There used to be a bulk shortcut here
            // for a freshly created run, but it routed through the hub console
            // — an endpoint this console's logins are not granted — so it read
            // as the fast path and then refused. One flow that works beats two
            // where the quicker one usually cannot run.
            //
            // A run of exactly one still skips the first question: the order is
            // not in doubt, so asking which one would be theatre.
            const target = result.form.booking || (lastCreated.ids.length === 1 ? lastCreated.booking : null);
            const started = await startAssignFlow(target);
            setFlow(started.flow);
            await renderFlowStep(started, finishAssign);
            setIsSending(false);
            return;
          }

          if (result.form?.kind === 'createBulkOrders') {
            const started = await startBulkFlow();
            setFlow(started.flow);
            await renderFlowStep(started, finishBulk);
            setIsSending(false);
            return;
          }

          if (result.form?.kind === 'createOrder') {
            const started = await startOrderFlow();
            setFlow(started.flow);
            await renderFlowStep(started, finishOrder);
            setIsSending(false);
            return;
          }

          if (result.form?.kind === 'createCustomer') {
            const started = startCustomerFlow(question);
            setFlow(started.flow);
            push({ sender: 'assistant', text: started.done ? 'Ready to create this customer.' : started.ask });
            if (started.done) {
              push({
                sender: 'assistant',
                list: {
                  title: 'Will be sent',
                  numbered: false,
                  items: Object.entries(started.payload).map(([k, v]) => ({ label: k, meta: String(v) }))
                },
                form: { kind: 'confirmCustomer', status: 'open', payload: started.payload }
              });
            }
            setIsSending(false);
            return;
          }

          push({
            form: result.form,
            sender: 'assistant',
            text: result.headline,
            detail: result.detail,
            // Documentation answers read as prose, not as a figure.
            isDoc: result.intentId === 'docsAnswer',
            metric: result.metric,
            stats: result.stats,
            sourceCalls: result.sourceCalls,
            followUps: FOLLOW_UP_SUGGESTIONS[result.intentId] || null
          });
        } else {
          // Matched nothing. This is a coverage state, not a failure — say so
          // plainly rather than inventing an answer.
          // Genuinely off-topic questions land here. Saying only "I can't
          // answer that" leaves an operator with nowhere to go, so this points
          // at the two real places an answer might exist: rephrasing around
          // the data this console holds, or doormile.com for anything about
          // Doormile itself, which this app has no material on.
          push({
            sender: 'assistant',
            state: {
              tone: STATUS.muted,
              iconKey: 'info',
              title: "I can't answer that one",
              body: 'I only read this console’s live operations — orders, riders, hubs, vehicles, batches, tenants and revenue. Try rephrasing around those, or see doormile.com for anything about Doormile itself.'
            }
          });
        }
      } catch (err) {
        // Developers get the real error; the operator gets a clean state.
        console.error('[Doormile AI] answerQuestion failed', err);
        push({
          sender: 'assistant',
          state: {
            tone: STATUS.error,
            iconKey: 'warning',
            title: 'Something went wrong',
            body: "I couldn't retrieve the latest operational data. Try that question again in a moment."
          }
        });
      } finally {
        setIsSending(false);
      }
    },
    // `lastCreated` belongs here. Without it this callback closes over the
    // value from the render in which it was created — the empty array — so the
    // batch shortcut would look at stale state and never fire, no matter how
    // many orders had just been made.
    [context, isSending, flow, renderFlowStep, finishOrder, finishBulk, finishAssign, finishRepeat, push, lastCreated]
  );

  const copyMessage = useCallback((m) => {
    const text = [m.text, m.detail].filter(Boolean).join('\n');
    navigator.clipboard
      .writeText(text)
      .then(() => OpenToast('Copied to clipboard', 'success', 1500))
      .catch(() => OpenToast('Could not copy', 'error', 1500));
  }, []);

  // Wipes the thread without keeping it. The menu labels this destructively
  // ("Delete this conversation") because that is what it does — it used to be
  // offered as "New conversation" too, so the safe-sounding option and the
  // destructive one ran the same code.
  const clearConversation = useCallback(() => {
    setMessages([]);
    setContext({ lastIntentId: null, lastParams: null });
    setFlow(null);
    pinnedRef.current = true;
    setIsPinned(true);
  }, []);

  // Archive-then-clear. Returns the new archive so callers that also want to
  // load something can work from the updated list rather than stale state.
  const archiveCurrent = useCallback(() => {
    let next = conversations;
    if (messages.length > 0) {
      next = [{ id: `c${Date.now()}`, title: conversationTitle(messages), at: dayjs().toISOString(), messages }, ...conversations].slice(
        0,
        CONVERSATIONS_LIMIT
      );
      setConversations(next);
      saveConversations(next);
    }
    return next;
  }, [conversations, messages]);

  const newConversation = useCallback(() => {
    archiveCurrent();
    clearConversation();
    setView('chat');
  }, [archiveCurrent, clearConversation]);

  // Opening a past conversation archives whatever is on screen first, then
  // lifts the chosen one OUT of the archive and makes it current — so a thread
  // is never in two places at once, and reopening one does not silently
  // duplicate it every time.
  const openConversation = useCallback(
    (id) => {
      const archived = archiveCurrent();
      const found = archived.find((c) => c.id === id);
      if (!found) return;
      const remaining = archived.filter((c) => c.id !== id);
      setConversations(remaining);
      saveConversations(remaining);
      // Archived threads were written by the same broken counter.
      setMessages(withUniqueIds(found.messages));
      setContext({ lastIntentId: null, lastParams: null });
      setFlow(null);
      setView('chat');
      pinnedRef.current = true;
      setIsPinned(true);
    },
    [archiveCurrent]
  );

  const deleteConversation = useCallback(
    (id) => {
      const next = conversations.filter((c) => c.id !== id);
      setConversations(next);
      saveConversations(next);
    },
    [conversations]
  );

  const setFormStatus = useCallback(
    (id, patch) => setMessages((prev) => prev.map((m) => (m.id === id ? { ...m, form: { ...m.form, ...patch } } : m))),
    []
  );

  // The single place a write leaves the assistant. Reached only by pressing
  // Create on an open form.
  const submitForm = useCallback(
    async (message, values) => {
      if (message.form?.status !== 'open') return;
      setFormStatus(message.id, { status: 'running', error: undefined, initial: values });

      // ---- assign one order to one rider -----------------------------------
      if (message.form.kind === 'confirmAssign') {
        const { booking, __rider: rider } = message.form.draft;
        const res = await executeAssign(booking, rider);
        if (res.ok) {
          refreshPageData();
          setFormStatus(message.id, { status: 'done' });
          setFlow(null);
          push({
            sender: 'assistant',
            text: `${res.bookingLabel} is now with ${describeRider(rider)}.`,
            // Three outcomes, not two. The old copy assumed a failed push could
            // only mean "no profile id", so a notify that returned 400 was
            // reported as a successful notification. Say which one it was.
            detail: res.notified
              ? 'The rider has been notified.'
              : rider?.milerprofileid
              ? 'The order is assigned, but the notification failed — tell the rider yourself. See Sources.'
              : 'The assignment went through, but this rider has no profile id so no notification was sent.',
            sourceCalls: res.sourceCalls
          });
        } else {
          setFormStatus(message.id, { status: 'failed', error: res.message });
          push({
            sender: 'assistant',
            state: { tone: STATUS.error, iconKey: 'warning', title: 'Not assigned', body: res.message },
            sourceCalls: res.sourceCalls
          });
        }
        return;
      }

      // ---- assign a whole run ----------------------------------------------
      //
      // batch-assign, never N single assigns: it is the only call that sequences
      // each rider's stops afterwards (doormile-flow.md §4).
      // ---- conversational order: submit what the chat gathered -------------
      if (message.form.kind === 'confirmOrder') {
        const draft = message.form.draft;
        const payload = buildOrderPayload(draft, draft.__pickup);
        const res = await executeCreateOrder(payload);
        if (res.ok) {
          refreshPageData();
          setFormStatus(message.id, { status: 'done' });
          setFlow(null);
          // The order now EXISTS, so assigning a rider becomes the next step.
          // The auto-hand-off below covers the normal path; this covers the
          // case where it cannot run (no bookingid came back) and gives the
          // operator the same step as a chip instead of a dead end.
          setOutcomeKey(ORDER_CREATED);
          push({
            sender: 'assistant',
            text: `Created order ${res.bookingno || res.id || ''}.`.trim(),
            detail: 'It appears on the Orders page under Pending until a rider is assigned.',
            sourceCalls: res.sourceCalls
          });

          // Straight into the assign conversation. It re-reads the booking first,
          // so if the backend's own auto-assignment (doormile-flow.md §3) has
          // already landed a rider, the operator is told who and asked before
          // replacing them rather than silently overwriting a proximity-scored
          // choice.
          const booking = { bookingid: res.id, bookingno: res.bookingno, ...(res.created || {}) };
          if (booking.bookingid) setLastCreated({ ids: [booking.bookingid], booking });
          if (booking.bookingid) {
            const started = await startAssignFlow(booking);
            setFlow(started.flow);
            await renderFlowStep(started, finishAssign);
          }
        } else {
          setFormStatus(message.id, { status: 'failed', error: res.message });
          push({
            sender: 'assistant',
            state: { tone: STATUS.error, iconKey: 'warning', title: 'Order not created', body: res.message },
            sourceCalls: res.sourceCalls
          });
        }
        return;
      }

      // ---- conversational customer: submit what the chat gathered ----------
      if (message.form.kind === 'confirmCustomer') {
        try {
          const res = await executeCreateCustomer(message.form.payload);
          if (res.ok) {
            refreshPageData();
            setFormStatus(message.id, { status: 'done' });
            setFlow(null);
            push({
              sender: 'assistant',
              text: `Created ${[message.form.payload.firstname, message.form.payload.lastname].filter(Boolean).join(' ')}.`,
              // Naming the store is worth keeping: two customer resources exist,
              // POST /admin/customers is a confirmed 405, and the Customers page
              // now reads this one — so the record does show up.
              detail: `Customer ID ${res.id ?? '—'}. Saved to /admin/tenantcustomers — it appears on the Customers page.`,
              sourceCalls: res.sourceCalls
            });
          } else {
            setFormStatus(message.id, { status: 'failed', error: res.message });
            push({
              sender: 'assistant',
              state: { tone: STATUS.error, iconKey: 'warning', title: 'Customer not created', body: res.message },
              sourceCalls: res.sourceCalls
            });
          }
        } catch (err) {
          console.error('[Doormile AI] confirmCustomer failed', err);
          setFormStatus(message.id, { status: 'failed', error: err.message || 'Nothing was saved.' });
        }
        return;
      }

      // ---- bulk orders ----
      if (message.form.kind === 'confirmBulk') {
        // `values` is whichever button was pressed — the default draft, or the
        // alternative that includes today's existing rows.
        const { rows, invalid, ...shared } = values?.rows ? values : message.form.draft;
        const res = await executeCreateBulk(rows, shared);
        // Unconditional: a bulk import is normally PARTIAL, so there is no
        // res.ok to gate on, and any row that landed has changed both tables.
        refreshPageData();
        // A bulk import is normally a PARTIAL result, so the outcome is reported
        // per row rather than as a single success/failure. Without that, the only
        // safe response to any error is to re-submit everything — which
        // double-books whatever did land.
        setFormStatus(message.id, {
          status: res.failed && !res.created ? 'failed' : 'done',
          error: res.failed ? `${res.failed} row(s) failed` : undefined
        });
        // A repeat carries yesterday's rider on each row, so the new copies go
        // straight back to whoever ran them — no second question. Rows with no
        // previous rider simply stay pending, and a CSV import has none at all,
        // so this is a no-op there rather than a special case.
        const repeatAssign = rows.some((r) => r.__previousMilerUserId != null)
          ? await executeRepeatAssign(res.createdPairs, rows)
          : null;
        if (repeatAssign?.assigned) refreshPageData();

        // Which of the new orders still need a rider — the ones whose source
        // had none, plus any the re-assign could not place.
        const failedIds = new Set((repeatAssign?.failures || []).map((f) => f.bookingid));
        const stillUnassigned = repeatAssign
          ? (res.createdPairs || [])
              .filter(({ index, bookingid }) => rows?.[index]?.__previousMilerUserId == null || failedIds.has(bookingid))
              .map((p) => p.bookingid)
          : res.createdIds;
        if (stillUnassigned?.length) setLastCreated({ ids: stillUnassigned, booking: null });

        // Set AFTER the assign, because which follow-ups make sense depends on
        // whether anything is still waiting for a rider. A run where every
        // order was placed automatically must not then suggest "Assign order" —
        // that offers finished work as a pending step.
        if (res.created > 0) {
          setOutcomeKey(repeatAssign?.assigned && !stillUnassigned.length ? ORDER_CREATED_ASSIGNED : ORDER_CREATED);
        }
        push({
          sender: 'assistant',
          text: `Created ${res.created} of ${rows.length} order${rows.length === 1 ? '' : 's'}.`,
          list: res.failures.length
            ? {
                title: 'Not created',
                numbered: false,
                items: res.failures.map((f) => ({ label: rows[f.index]?.customer_name || `Row ${f.index + 1}`, meta: f.reason }))
              }
            : undefined,
          detail: [
            res.failed === 0
              ? `All rows submitted${res.batches > 1 ? ` in ${res.batches} batches` : ''}.`
              : `${res.created} landed and ${res.failed} did not. Only the failed rows need re-submitting — re-sending everything would duplicate the ones that worked.`,
            // Stated plainly, including what was NOT done. An operator who
            // believes all 13 went back to their riders will not check the
            // three that stayed pending.
            // Assignment and notification are reported separately, because
            // they fail separately. This line used to end "notified
            // automatically" on the strength of `assigned` alone — so a notify
            // returning 500 (seen live) was still announced as a delivered
            // push. Same mistake executeAssign already had; it does not get to
            // survive here just because the wording is friendlier.
            repeatAssign?.assigned
              ? `${repeatAssign.assigned} went straight back to yesterday's rider across ${repeatAssign.riders} rider${
                  repeatAssign.riders === 1 ? '' : 's'
                }.`
              : null,
            repeatAssign?.assigned
              ? repeatAssign.notified === repeatAssign.riders
                ? `${repeatAssign.notified === 1 ? 'That rider was' : 'Those riders were'} notified.`
                : `${repeatAssign.riders - repeatAssign.notified} of ${repeatAssign.riders} could not be notified — tell them directly. The orders ARE assigned.`
              : null,
            repeatAssign?.skipped ? `${repeatAssign.skipped} had no rider yesterday and are waiting for one.` : null,
            repeatAssign?.failures?.length
              ? `${repeatAssign.failures.length} could not be re-assigned — that rider may no longer be active.`
              : null,
            // Sequencing is what the hub batch endpoint would have added.
            repeatAssign?.assigned ? 'Stop order is unchanged from yesterday, not re-optimised.' : null
          ]
            .filter(Boolean)
            .join(' '),
          // Rejected rows plus anything the check had already set aside, in the
          // template's own columns, so they can be fixed and re-uploaded
          // instead of re-sending a file that would double-book what landed.
          downloadRows: [...res.failures.map((f) => ({ ...rows[f.index], error: f.reason })), ...(invalid || [])],
          sourceCalls: [...(res.sourceCalls || []), ...(repeatAssign?.sourceCalls || [])]
        });

        setFlow(null);
        return;
      }

      // ---- order ----
      if (message.form.kind === 'createOrder') {
        // The saved location the operator chose — its address/pincode/coords go
        // on the booking, because pickuplocationid 500s server-side.
        const payload = buildOrderPayload(values, values.__pickup);
        const res = await executeCreateOrder(payload);
        if (res.ok) {
          refreshPageData();
          setFormStatus(message.id, { status: 'done' });
          // Same as the confirmOrder branch: the order exists, so the next
          // step is a rider. This path has no auto-hand-off at all, which is
          // exactly why the chip matters here.
          setOutcomeKey(ORDER_CREATED);
          if (res.id) setLastCreated({ ids: [res.id], booking: { bookingid: res.id, bookingno: res.bookingno } });
          push({
            sender: 'assistant',
            text: `Created order ${res.bookingno || res.id || ''}.`.trim(),
            list: {
              title: 'Submitted',
              numbered: false,
              items: Object.entries(payload)
                .filter(([k]) => k !== 'parcels')
                .map(([k, v]) => ({ label: k, meta: String(v) }))
                .concat([{ label: 'parcels', meta: `${payload.parcels.length} · ${payload.parcels[0].itemdescription}` }])
            },
            detail: 'Saved to /admin/expressbooking. It will appear on the Orders page under Pending until a rider is assigned.',
            sourceCalls: res.sourceCalls
          });
        } else {
          setFormStatus(message.id, { status: 'failed', error: res.message });
          push({
            sender: 'assistant',
            state: { tone: STATUS.error, iconKey: 'warning', title: 'Order not created', body: res.message },
            sourceCalls: res.sourceCalls
          });
        }
        return;
      }

      try {
        const payload = buildCustomerPayload(values);
        const res = await executeCreateCustomer(payload);
        if (res.ok) {
          refreshPageData();
          setFormStatus(message.id, { status: 'done' });
          push({
            sender: 'assistant',
            text: `Created ${[payload.firstname, payload.lastname].filter(Boolean).join(' ')}.`,
            // Everything that was actually sent, so the operator can see the
            // whole record instead of a one-line summary.
            list: {
              title: 'Saved',
              numbered: false,
              items: Object.entries(payload).map(([k, v]) => ({ label: k, meta: String(v) }))
            },
            // Same store as the conversational path above.
            detail: `Customer ID ${res.id ?? '—'}. Saved to /admin/tenantcustomers — it appears on the Customers page.`,
            sourceCalls: res.sourceCalls
          });
        } else {
          setFormStatus(message.id, { status: 'failed', error: res.message });
          push({
            sender: 'assistant',
            state: { tone: STATUS.error, iconKey: 'warning', title: 'Customer not created', body: res.message },
            sourceCalls: res.sourceCalls
          });
        }
      } catch (err) {
        console.error('[Doormile AI] createCustomer failed', err);
        setFormStatus(message.id, {
          status: 'failed',
          // executeCreateCustomer reports HTTP failures itself with the status and
          // endpoint; anything reaching here is unexpected.
          error: err.response?.data?.message || `${err.message || 'Unexpected error'} — nothing was saved.`
        });
      }
    },
    [push, setFormStatus]
  );

  // A dropdown selection. Same code path as a typed answer — the only
  // difference is that the chosen OPTION comes along too, because steps that
  // pick a record (a location, a customer) fill several fields from it.
  const chooseStep = useCallback(
    async (message, value, option) => {
      if (!flow || flow.complete) return;
      // Mark the rendered dropdown as spent so it can't be submitted twice while
      // the next step is loading.
      setMessages((prev) => prev.map((m) => (m.id === message.id ? { ...m, flowStep: { ...m.flowStep, __answered: true } } : m)));
      setIsSending(true);
      try {
        // A table, not a ternary chain: with four conversations the chain became
        // unreadable, and mispairing an answer with the wrong finisher sends a
        // reply into the wrong conversation.
        const BY_KIND = {
          createBulk: [answerBulkStep, finishBulk],
          assignRider: [answerAssignStep, finishAssign],
          repeatRun: [answerRepeatStep, finishRepeat],
          createOrder: [answerOrderStep, finishOrder]
        };
        const [answer, finish] = BY_KIND[flow.kind] || BY_KIND.createOrder;
        const next = await answer(flow, value, option);
        setFlow(next.flow);
        await renderFlowStep(next, finish);
      } catch (err) {
        console.error('[Doormile AI] flow step failed', err);
        push({ sender: 'assistant', text: 'Something went wrong on that step — say “cancel” and start again.' });
      } finally {
        setIsSending(false);
      }
    },
    [flow, push, renderFlowStep, finishBulk, finishOrder, finishAssign, finishRepeat]
  );

  // Stops the long locate/price pass. The flag is a ref for the reason
  // documented on it — as state it was captured at call time and never seen.
  const stopLive = useCallback(
    (message) => {
      bulkStop.current = true;
      patch(message.id, { text: 'Stopping — the rows already checked are kept.', liveStop: false });
    },
    [patch]
  );

  const cancelAction = useCallback(
    (message) => {
      if (message.form?.status !== 'open') return;
      setFormStatus(message.id, { status: 'cancelled' });
    },
    [setFormStatus]
  );

  if (!isMounted) return null;

  const hasThread = messages.length > 0;

  // What the strip offers, and why it changes.
  //
  // Cold panel: everything, because nothing is known about intent yet.
  //
  // After a question: the natural NEXT steps for that question, not the same
  // twenty again. Asking "Create an order" and being offered "Create an order"
  // is the assistant not listening; being offered "Assign a rider" and "How
  // many pending orders today?" is.
  //
  // The lookup is keyed on the last thing the OPERATOR said, not on the last
  // answer, so it still narrows correctly when a flow is mid-conversation and
  // the assistant's last message was a question back.
  //
  // Anything unrecognised — a typed question, or one with no obvious next step
  // — falls back to this page's own suggestions rather than an empty strip.
  const lastAsked = [...messages].reverse().find((m) => m.sender === 'user')?.text;
  const lastAnswerFollowUps = [...messages].reverse().find((m) => m.sender === 'assistant' && m.followUps?.length)?.followUps;

  // Three sources, most specific first:
  //   1. the curated next steps for the exact question that was asked
  //   2. the intent's own follow-ups, for a TYPED question the map doesn't
  //      cover — this is what the in-message chips used to render
  //   3. this page's own suggestions, so the strip is never empty
  const followUps = hasThread ? getFollowUps(outcomeKey || lastAsked) : [];
  const intentFollowUps = hasThread && followUps.length === 0 ? toChips(lastAnswerFollowUps) : [];
  const nextSteps = followUps.length > 0 ? followUps : intentFollowUps;
  const suggestionItems = hasThread
    ? nextSteps.length > 0
      ? nextSteps
      : pageContext.suggestions.slice(0, 4)
    : pageContext.suggestions.slice(0, 4);

  // Few chips => the strip is fixed and always fully visible. Twenty => it may
  // shrink and scroll. See the [data-compact] rule in DoormileAI.css.
  const isCompactStrip = hasThread;

  return createPortal(
    <>
      <HStack className="dai-root dai-scrim" data-open={isShown} padding={0} gap={0} onClick={onClose} aria-hidden="true" />

      <VStack
        as="aside"
        ref={panelRef}
        className="dai-root dai-panel"
        data-open={isShown}
        gap={0}
        padding={0}
        /* `complementary`, not `dialog`. A dialog promises modality — focus is
           trapped, the rest of the page is inert, and screen readers announce
           it as blocking. None of that is true any more: the page beside it
           stays live and operable, so announcing it as a dialog would be a
           lie to exactly the users who cannot see that it is docked. */
        role="complementary"
        aria-label="MileTruth — Operations Copilot"
        tabIndex={-1}
      >
        {/* ---- header ---- */}
        <VStack as="header" className="dai-header" gap={0} padding={0}>
          <HStack gap={1.5} padding={0} vAlign="center" justify="between">
            <HStack gap={1.5} padding={0} vAlign="center">
              <Spark size="md" />
              <VStack gap={0} padding={0}>
                <Text className="dai-title">MileTruth</Text>
                <Text className="dai-subtitle">Operations Copilot</Text>
              </VStack>
            </HStack>
            <HStack gap={1} padding={0} vAlign="center">
              <IconButton
                size="sm"
                variant="ghost"
                label={view === 'history' ? 'Back to conversation' : 'Conversation history'}
                tooltip={view === 'history' ? 'Back to conversation' : 'History'}
                aria-pressed={view === 'history'}
                icon={view === 'history' ? <LuMessageSquare /> : <LuHistory />}
                onClick={() => setView((v) => (v === 'history' ? 'chat' : 'history'))}
              />
              <IconButton
                size="sm"
                variant="ghost"
                label="New conversation"
                tooltip="New conversation"
                icon={<LuRotateCcw />}
                onClick={newConversation}
              />
              <IconButton
                size="sm"
                variant="ghost"
                label={isWide ? 'Standard width (20%)' : 'Expand width (30%)'}
                tooltip={isWide ? 'Standard width (20%)' : 'Expand width (30%)'}
                aria-pressed={isWide}
                icon={isWide ? <LuMinimize2 /> : <LuMaximize2 />}
                onClick={() => setIsWide((v) => !v)}
              />
              <IconButton
                size="sm"
                variant="ghost"
                label="Close assistant"
                tooltip="Close assistant"
                icon={<LuX />}
                onClick={onClose}
              />
            </HStack>
          </HStack>
        </VStack>

        {/* ---- conversation / welcome ---- */}
        <VStack className="dai-scroll-wrap" gap={0} padding={0}>
          <VStack ref={scrollRef} className="dai-scroll" gap={0} padding={0} onScroll={handleScroll}>
            {view === 'history' ? (
              <VStack className="dai-history" gap={2} padding={0}>
                {conversations.length === 0 ? (
                  <VStack gap={1} padding={0}>
                    <Text className="dai-history-empty-title">No past conversations yet</Text>
                    <Text className="dai-history-empty">
                      Starting a new conversation keeps the current one here, so you can come back to it.
                    </Text>
                  </VStack>
                ) : (
                  conversations.map((c) => (
                    <HStack key={c.id} className="dai-history-row" gap={2} padding={0} vAlign="center">
                      <button type="button" className="dai-history-open" onClick={() => openConversation(c.id)}>
                        <Text className="dai-history-title">{c.title}</Text>
                        <Text className="dai-history-meta">
                          {dayjs(c.at).format('DD MMM · hh:mm A')} · {c.messages.length} message
                          {c.messages.length === 1 ? '' : 's'}
                        </Text>
                      </button>
                      <IconButton
                        size="sm"
                        variant="ghost"
                        label={`Delete conversation: ${c.title}`}
                        tooltip="Delete"
                        icon={<LuTrash2 />}
                        onClick={() => deleteConversation(c.id)}
                      />
                    </HStack>
                  ))
                )}
              </VStack>
            ) : hasThread ? (
              <VStack className="dai-thread" gap={4} padding={0}>
                {messages.map((m) => (
                  <AIMessage
                    key={m.id}
                    message={m}
                    onCopy={copyMessage}
                    onSubmitForm={submitForm}
                    onCancelAction={cancelAction}
                    onChooseStep={chooseStep}
                    onStopLive={stopLive}
                  />
                ))}
                {isSending && (
                  <VStack className="dai-msg" gap={1.5} padding={0}>
                    <HStack gap={1} padding={0} vAlign="center">
                      <Spark size="sm" />
                      <Text className="dai-msg-name">MileTruth</Text>
                    </HStack>
                    <TypingIndicator />
                  </VStack>
                )}
              </VStack>
            ) : (
              <AIWelcome />
            )}
          </VStack>

          {hasThread && !isPinned && (
            <button type="button" className="dai-jump" onClick={scrollToLatest}>
              <LuChevronDown size={13} aria-hidden="true" />
              Jump to latest
            </button>
          )}
        </VStack>

        {/* ---- suggestions, pinned above the composer ----
            They sit with the input because that is what they are: a way to
            start a message without typing one. Inside the scrolling body they
            were unreachable the moment a conversation began.

            The full set shows only on an empty thread. Once there is a
            conversation the strip drops to this page's four primary
            suggestions — twenty chips permanently above the composer would
            claim ~260px of a panel whose whole job is the conversation. */}
        {view === 'chat' && suggestionItems.length > 0 && (
          <VStack className="dai-suggestions-bar" data-compact={isCompactStrip} gap={1} padding={0}>
            <Text className="dai-section-label">
              {hasThread ? (nextSteps.length > 0 ? 'Next steps' : 'Ask something else') : 'Suggested questions'}
            </Text>
            <SuggestionChips items={suggestionItems} onAsk={ask} />
          </VStack>
        )}

        {/* ---- composer ---- */}
        <AIComposer value={value} onChange={setValue} onSubmit={ask} isBusy={isSending} placeholder="Ask about orders, milers, hubs…" />
      </VStack>
    </>,
    document.body
  );
};

AIPanel.propTypes = {
  isOpen: PropTypes.bool.isRequired,
  onClose: PropTypes.func.isRequired
};

export default AIPanel;