"""奶龙基金智能助手：只处理一期公开客服范围。"""

from app.core.config import get_settings
from app.core.contracts import AgentDefinition, AgentRequest, CoreResult, RequestContext
from app.core.errors import RecoverableAgentError
from app.core.knowledge_contracts import KnowledgeSearchResult
from app.service.agent.base import BaseAgent
from app.service.agent.customer_service_routing import CustomerServiceIntentRouter


def _human_service_phone() -> str:
    return get_settings().customer_service_phone


class CustomerServiceAgent(BaseAgent):
    definition = AgentDefinition(
        agent_type="customer_service",
        version="1.0.0",
        allowed_tools=("query_knowledge",),
        allowed_roles=("visitor", "customer"),
        allowed_portals=("api",),
        requires_model_intent_classification=False,
        supported_intents=(
            "security_notice",
            "account_entry",
            "human_transfer",
            "compliance_refusal",
            "chitchat",
            "public_knowledge",
            "faq",
            "product_inquiry",
            "policy_explain",
        ),
    )

    def __init__(self) -> None:
        super().__init__(self.definition)

    async def handle(self, request: AgentRequest, context: RequestContext) -> CoreResult:
        message = request.message.strip()
        route = CustomerServiceIntentRouter.classify(message)
        if route.intent == "security_notice":
            return CoreResult(
                text=(
                    "请立即停止操作，不要继续提供验证码、密码或身份证件信息，并尽快联系"
                    f"人工客服 {_human_service_phone()}。"
                ),
                transfer_required=True,
                transfer_reason="security_notice",
            )
        if route.intent == "compliance_refusal":
            return CoreResult(
                text=(
                    "我不能推荐具体产品、承诺收益或代您交易；如需进一步了解，请联系"
                    f"人工客服 {_human_service_phone()}。"
                ),
                transfer_required=True,
                transfer_reason="compliance_refusal",
            )
        if route.intent == "account_entry":
            if "visitor" in context.roles:
                return CoreResult(text="我无法查询账户数据，请先登录后前往“我的账户”查看相关状态。")
            return CoreResult(text="我无法查询账户数据，请前往“我的账户”查看相关状态。")
        if route.intent == "human_transfer":
            return CoreResult(
                text=(
                    f"您可以联系人工客服 {_human_service_phone()}（工作日 09:00-18:00）"
                    "进一步核实。"
                ),
                transfer_required=True,
                transfer_reason="human_transfer",
            )
        if route.is_chitchat:
            if request.metadata.chitchat_streak == 4:
                return CoreResult(text="和您聊天很开心呀。您是想了解相关的基金业务或公开信息吗？")
            return CoreResult(text="您好呀，我是奶龙基金智能助手，很高兴和您聊天。")
        try:
            output = await self.call_tool(
                "query_knowledge",
                {"query": message, "intents": route.knowledge_intents, "top_k": 5},
                intent="public_knowledge",
                context=context,
            )
            result = (
                output
                if isinstance(output, KnowledgeSearchResult)
                else KnowledgeSearchResult.model_validate(output)
            )
        except RecoverableAgentError:
            return self._knowledge_transfer("knowledge_unavailable")
        answers = [
            hit.answer.strip()
            for hit in result.hits
            if isinstance(hit.answer, str) and hit.answer.strip()
        ]
        if not answers:
            return self._knowledge_transfer("knowledge_not_found")
        return CoreResult(text=answers[0])

    @staticmethod
    def _knowledge_transfer(reason: str) -> CoreResult:
        phone = _human_service_phone()
        if reason == "knowledge_unavailable":
            text = (
                "您好呀，我暂时无法从公开资料中确认这个问题，请联系"
                f"人工客服 {phone} 进一步核实。"
            )
        else:
            text = (
                "您好呀，我暂时没有查到匹配的公开资料，请联系"
                f"人工客服 {phone} 进一步核实。"
            )
        return CoreResult(text=text, transfer_required=True, transfer_reason=reason)