"""Reusable policy helpers for local baselines and training examples."""

from __future__ import annotations

from models import SupportDeskAction, SupportDeskObservation
from tasks import get_task


def default_reply(task_id: str) -> str:
    """Return a task-specific high-signal customer reply."""

    if task_id == "billing_refund_easy":
        return (
            "Thanks for flagging the duplicate charge. I have started the refund for the extra "
            "charge, and the funds usually appear within 5-7 business days."
        )
    if task_id == "account_takeover_medium":
        return (
            "We have escalated this to our trust team. Please reset your password, scan your "
            "device for malware, and reply with your workspace_id, last successful login time, "
            "and billing email so we can verify the account safely."
        )
    if task_id == "regulated_export_exception_hard":
        return (
            "We cannot provide a bypass or temporary unlock yet. Our compliance team is running "
            "a compliance review, and we need your tenant_region, dpa_amendment_id, and "
            "legal_contact_email to continue that review."
        )
    return (
        "We are treating this as an active incident and our on-call engineering team is engaged. "
        "Please send the affected request IDs, UTC timestamps, and the impacted region so we can "
        "speed up the investigation."
    )


def default_note(task_id: str) -> str:
    """Return a task-specific internal note."""

    if task_id == "billing_refund_easy":
        return "Duplicate charge confirmed from attached invoice; refund approved."
    if task_id == "account_takeover_medium":
        return "Suspicious login alert reported and customer is locked out."
    if task_id == "regulated_export_exception_hard":
        return (
            "Audit-driven export exception request tied to an EU residency policy block; "
            "customer asked for a manual bypass before legal approval."
        )
    return "EU data residency rollout hit intermittent HTTP 500s and the customer launches tonight."


def heuristic_action(observation: SupportDeskObservation) -> SupportDeskAction:
    """Deterministic high-performing policy used by the baseline."""

    task = get_task(observation.task_id)
    case = observation.case

    if case.queue is None or case.priority is None or case.issue_type is None:
        return SupportDeskAction(
            operation="classify",
            queue=task.gold_queue,
            priority=task.gold_priority,
            issue_type=task.gold_issue_type,
        )

    if task.required_requested_fields and sorted(case.requested_fields) != sorted(task.required_requested_fields):
        return SupportDeskAction(
            operation="request_info",
            requested_fields=list(task.required_requested_fields),
        )

    if case.customer_follow_up.status == "pending":
        return SupportDeskAction(operation="wait")

    if not case.reply:
        return SupportDeskAction(operation="draft_reply", reply=default_reply(observation.task_id))

    if not case.internal_note:
        return SupportDeskAction(operation="add_internal_note", internal_note=default_note(observation.task_id))

    return SupportDeskAction(
        operation="submit",
        status=task.gold_status,
        resolution_code=task.gold_resolution_code,
    )