router.js

// Refunds and charges always beat a product bug. "billing reasons" in a
// desktop 402 report is not a Shopify refund.
const STRONG_MONEY = [
  /\brefunds?\b/i,
  /\bcharged\b/i,
  /\binvoice\b/i,
  /\btax(es)?\b/i,
  /\bduties\b/i,
  /\bwrong address\b/i,
  /\bchange (my )?(the )?(shipping )?address\b/i,
  /\bcancel (my )?(the )?(order|purchase)\b/i,
  /\bsubscription\b/i,
  /\bredemption code\b/i,
  /\bunlimited yearly\b/i,
  /\bplus plan\b/i,
  /\bno active plan\b/i,
  /\bstuck on free\b/i,
  /\bdowngraded to free\b/i,
  /\bbilling bug\b/i,
];

const WEAK_MONEY = [
  /\bmy billing\b/i,
  /\bbilling (issue|question|problem|for|bug)\b/i,
  /\bapp\/billing\b/i,
  /\bpayment\b/i,
];

const PRIVACY = [/\bprivacy\b/i, /\bgdpr\b/i, /\bdelete my (account|data)\b/i];

// Where-is-it, status, tracking, shipping, and customs stay above firmware.
// A bare order number stays below firmware, desktop, and app.
// "got my order" / "received my order" is not a lookup.
const STRONG_SHOP = [
  /\bwhere\s+is\s+my\s+order\b/i,
  /\border\s*status\b/i,
  /\bstatus\s+of\s+(?:my\s+|the\s+)?order\b/i,
  /\btracking\b/i,
  /\bshipping\b/i,
  /\bcustoms\b/i,
  /\bexpress delivery\b/i,
  /\bstill in ["']?preparing\b/i,
  /\B#\d{3,}\b[^\n]{0,48}\b(?:never|not|hasn'?t|has not)\s+arrived\b/i,
  /\b(?:never|not|hasn'?t|has not)\s+arrived\b[^\n]{0,48}\B#\d{3,}\b/i,
];

const WEAK_SHOP = [/\border\s*(#|number|id|num)\b/i, /\border\s*no\.?\s*#?\d{3,}/i];

const SHOP = [...STRONG_SHOP, ...WEAK_SHOP];
const ORDER_STATUS_OPENING = 'Let’s work through your delivery question.';

const FIRMWARE_FAILURE = [
  /powers? off (by itself|after)/i,
  /dies? seconds after/i,
  /turns? off .+ (100\s*%|battery)/i,
  /turning itself off/i,
  /turns? itself off/i,
  /keeps turning (itself )?off/i,
  /shuts? (itself )?off after/i,
  /\bnot charging\b/i,
  /\bwon'?t charge\b/i,
];

const FIRMWARE = [
  /\bfirmware\b/i,
  /\brma\b/i,
  /\bwarehouse\b/i,
  /\bserial( number)?\b/i,
  /\breplacement (device|unit|omi)\b/i,
  /\bcharger\b/i,
  ...FIRMWARE_FAILURE,
];

const DESKTOP = [
  /\bmac\s?os\b/i,
  /\bmacos\b/i,
  /(?<!\bhardware\s)\bmac\b(?!(?:[- ]|['\u2019]s\s+)(?:add?ress(?:es)?|addr)\b|\s+id\b|\s+(?:of|on)\s+(?:(?:the|this|my|your)\s+)?omi\b)/i,
  /\bdesktop app\b/i,
  /\bomi desktop\b/i,
  /\bdesktop voice\b/i,
  /\bomi-windows\b/i,
  /\bomi windows\b/i,
  /\bwindows app\b/i,
  /\bnpm error\b/i,
  /\bERESOLVE\b/,
  /\bomi window\b/i,
  /\bfloating bubble\b/i,
  /\bcome to the front\b/i,
];

const INTEGRATION_FAILURE = [
  /\b(?:app|extension|integration).{0,40}\bblocked\b/i,
  /\b(?:google|gmail|calendar|integration|extension).{0,70}\b(?:blocked|error|fail(?:ed|s|ing)?|cannot connect|won'?t connect|not connect|only (?:shows|gets|syncs))\b/i,
];

const APP_FAILURE = [
  ...INTEGRATION_FAILURE,
  /\b(the )?app (crash|crashed|force.?clos)/i,
  /\bcrash(ed|es|ing)?\b/i,
  /\bdidn'?t sync\b/i,
  /\b(recordings?|clips?) (are )?(missing|gone)\b/i,
  /\bstill nothing recorded\b/i,
];

const APP = [
  /\b(android|iphone|ios)\b/i,
  /\bapple watch\b/i,
  /\blisten socket\b/i,
  /\b1011\b/,
  /\btranscription\b/i,
  /\bwss:\/\/api\.omi/i,
  /\bapp stayed open\b/i,
  /\b(disconnected|offline).{0,40}\bapp\b/i,
  /\bapp.{0,40}(disconnected|offline)\b/i,
  ...APP_FAILURE,
];

const CAPTURE_FAILURE = [
  /doesn'?t capture/i,
  /does not capture/i,
  /not capturing/i,
  /isn'?t capturing/i,
  /aren'?t capturing/i,
  /\bno audio\b/i,
];

const FAQ = [
  /\bleds?\b/i,
  /\bpair(ing)?\b/i,
  /\bdev kit\b/i,
  /\bcv1\b/i,
  /\bhow do i (turn|power|pair)/i,
  /\bbackground\b/i,
];

const ACCOUNT = [
  /fair[- ]use/i,
  /filled the memory/i,
  /memory.{0,40}full/i,
  /what are (all )?these plans/i,
  /\bthese plans\b/i,
];

const WANT_HUMAN = [
  /\b(?:talk|speak|chat)\s+(?:to|with)\s+(?:(?:an?|the|actual|real|live)\s+)*(?:human|person|agent|representative|someone\s+from\s+(?:the\s+)?(?:team|sales|support))\b/i,
  /\b(?:i want to|i['’]d like to|can i|let me|need to)\s+(?:talk|speak|chat)\s+(?:to|with)\s+someone\b/i,
  /\b(?:i|we)\s+(?:really\s+)?(?:need|want)\s+(?:(?:a|an|the|real|actual|live)\s+)*(?:human|person|agent|representative)(?=\s*(?:$|[.!?]|please\b|to\s+(?:help|check|look|review|answer|handle|contact|call|email|talk|speak)\b))/i,
  /^\s*(?:please[,\s]+)?(?:need|want)\s+(?:(?:a|an|the|real|actual|live)\s+)*(?:human|person|agent|representative)(?=\s*(?:$|[.!?]|please\b|to\s+(?:help|check|look|review|answer|handle|contact|call|email|talk|speak)\b))/i,
  /\b(?:connect me with|(?:help me )?(?:get|put)(?: me)? in touch with)\s+(?:(?:an?|the)\s+)?(?:human|person|agent|representative|team|staff|sales|support)\b/i,
  /\bcontact\s+(?:an?\s+|the\s+)?(?:human|person|agent|representative|support|shop|shipping)(?:\s+team)?\b/i,
  /\bcan\s+someone(?:\s+from\s+(?:the\s+)?(?:team|sales|support))?\s+(?:contact|call|email)\s+me\b/i,
  /\bis\s+there\s+(?:an?\s+|the\s+)?(?:real|actual|live)\s+(?:human|person|agent|representative)(?=\s*(?:$|[.!?]|to\s+(?:help|talk|chat|speak|assist)\b|available\s*(?:$|[.!?]|to\s+(?:help|talk|chat|speak|assist)\b)))/i,
  /\b(?:get|give|connect|put)\s+me\s+(?:(?:in\s+touch\s+)?with\s+)?(?:(?:an?|the)\s+)?(?:(?:real|actual|live)\s+)?(?:human|person|agent|representative|someone(?:\s+from\s+(?:the\s+)?(?:team|support|sales))?|(?:the\s+)?(?:team|support|sales))\b/i,
  /\b(?:(?:i|we)\s+(?:really\s+)?)?(?:need|want)\s+(?:(?:an?|the|real|actual|live)\s+)*(?:someone|human|person|agent|representative)(?:\s+from\s+(?:the\s+)?(?:team|support|sales))?\s+to\s+(?:help|check|look(?:\s+at)?|review|contact|reply|call|email)\b/i,
  /\bput\s+me\s+through\s+to\s+(?:(?:your|the|a|an)\s+)?(?:team|support|sales|human|person|agent|representative)\b/i,
  /\bis\s+(?:(?:a|an|the)\s+)?(?:(?:real|actual|live)\s+)?(?:human|person|agent|representative|someone)\s+available(?=\s*(?:$|[.!?]|to\s+(?:help|talk|chat|speak|assist)\b))/i,
  /\b(?:please\s+)?have\s+(?:(?:someone|a\s+person|an?\s+(?:human|agent|representative))|(?:the|your)\s+(?:team|support|sales))\s+(?:contact|call|email)\s+me\b/i,
  /\bconnect\s+me\s+to\s+(?:(?:your|the|a|an|real|actual|live)\s+)*(?:team|support|sales|human|person|agent|representative|someone)\b/i,
  /(?:^\s*(?:please\s+)?reach\s+out\s+to\s+me\b|\b(?:team|support|staff|someone|person|human|agent)\b[^.!?]{0,40}\breach\s+out\s+to\s+me\b|\b(?:i\s+need|i\s+want|i['’]d\s+like)\s+(?:you|the\s+team)\s+to\s+reach\s+out\s+to\s+me\b)/i,
  /\b(?:i['’]d|i\s+would)\s+like\s+(?:(?:a|an|the|real|actual|live)\s+)*(?:human|person|someone|agent|representative)(?:\s+from\s+(?:the\s+)?(?:team|support|sales))?\s+to\s+(?:help|look(?:\s+at)?|check|review)\b/i,
];

function wantsHumanSupport(text) {
  const question = String(text || '');
  if (any(question, WANT_HUMAN)) return true;
  const availability = /\bis\s+(?:there\s+)?(?:(?:a|an|the)\s+)?(?:(?:real|actual|live)\s+)?(?:human|person|agent|representative|someone)\s+available\b/i.exec(question);
  if (availability && !/^\s*(?:$|[.!?]|to\s+(?:help|talk|chat|speak|assist)\b)/i.test(question.slice(availability.index + availability[0].length))) return false;
  const person = /\b(?:real|actual|live)\s+(?:human|person|agent|representative)\b/i;
  if (!person.test(question)) return false;
  const describesSpeaker = /\b(?:real|actual|live)\s+(?:human|person|agent|representative)\b[^.!?\n]{0,80}\b(?:speak(?:s|ing|ed)|talk(?:s|ing|ed)|record(?:s|ing|ed)|mic(?:rophone)?|audio|video|voice|to\s+be\s+(?:present|close|near))\b/i;
  return !describesSpeaker.test(question);
}

const SUPPORT_NUDGE = [
  /\b(?:same|similar) (?:problem|issue)(?:\s+(?:here|too|for me))?\b/i,
  /\b(?:i(?:'m| am)|we(?:'re| are)) (?:having|seeing|experiencing) the same\b/i,
  /^any(?:one|body)\??[.!\s]*(?:even a bot.*)?$/i,
  /\bany(?:one|body) (?:there|available|responding)\b/i,
  /\b(?:still|been) waiting\b/i,
  /\bno (?:reply|response|answer)\b/i,
  /\bplease (?:reply|respond|answer)\b/i,
  /\beven a bot(?:'s)? answer\b/i,
];

function any(text, patterns) {
  const s = String(text || '');
  return patterns.some((re) => re.test(s));
}

function looksLikePhone(text) {
  const re = /(?<![\d#])\+?(?:\d[\s().-]*){6,14}\d(?!\d)/g;
  const s = String(text || '');
  let match;
  while ((match = re.exec(s))) {
    const digits = match[0].replace(/\D/g, '');
    if (digits.length >= 7 && digits.length <= 15) return true;
  }
  return false;
}

function looksLikePii(text) {
  const s = String(text || '');
  if (/\b[A-Z0-9._%+-]+@[A-Z0-9.-]+\.[A-Z]{2,}\b/i.test(s)) return true;
  if (/\b\d{1,5}\s+\w+.+\b(st|street|ave|avenue|rd|road|blvd)\b/i.test(s)) return true;
  if (/\b(phone|tel)\b.{0,12}\d{7,}/i.test(s)) return true;
  if (looksLikePhone(s)) return true;
  return false;
}

function isPublicForumSafe(text) {
  const route = classify(text);
  if (looksLikePii(text)) return false;
  if (route?.responseMode === 'grounded') return true;
  if (['shop', 'privacy'].includes(route.area)) return false;
  if (route.lane === 'money') return false;
  return true;
}

function namesBothApps(text) {
  const s = String(text || '');
  const desktop = /\b(desktop|macos|mac\s?os|computer app)\b/i.test(s);
  const phone = /\b(mobile app|phone app|iphone|ios app|android)\b/i.test(s);
  return desktop && phone;
}

function looksLikeCaptureFailure(text) {
  return any(text, CAPTURE_FAILURE);
}

function looksLikeTranscription(text) {
  return /\btranscri(?:b\w*|pt\w*)\b/i.test(String(text || ''));
}

function reasonNamesCause(text) {
  return /\b(app-side|app side|app bug|firmware bug|phone app bug|known cause|computer app bug)\b/i.test(
    String(text || '')
  );
}

function classify(text) {
  return { ...classifyRoute(text), captureFailure: looksLikeCaptureFailure(text) };
}

function looksLikeOtherLanguage(text) {
  const letters = String(text || '').match(/\p{L}/gu) || [];
  if (letters.length < 12) return false;
  const nonLatin = letters.filter((ch) => !/\p{Script=Latin}/u.test(ch)).length;
  return nonLatin / letters.length >= 0.35;
}

function classifyRoute(text) {
  const s = String(text || '');
  const wantHuman = wantsHumanSupport(s);

  if (/\bin order to\b/i.test(s) && !any(s, SHOP) && !any(s, STRONG_MONEY) && !any(s, WEAK_MONEY)) {
    return { area: 'unknown', lane: 'faq', escalate: wantHuman, wantHuman };
  }

  if (any(s, PRIVACY)) {
    return { area: 'privacy', lane: 'privacy', escalate: true, wantHuman };
  }
  if (any(s, STRONG_MONEY)) {
    return { area: 'shop', lane: 'money', escalate: true, wantHuman };
  }
  if (looksLikeShippingQuote(s)) {
    return {
      area: 'shop',
      lane: 'shop',
      intent: 'shipping_quote',
      responseMode: 'grounded',
      escalate: true,
      wantHuman,
    };
  }
  if (any(s, STRONG_SHOP)) {
    return { area: 'shop', lane: 'shop', escalate: true, wantHuman };
  }
  if (looksLikeOtherLanguage(s)) {
    return { area: 'unknown', lane: 'faq', escalate: wantHuman, wantHuman };
  }
  if (looksLikeProductQuestion(s)) {
    return { area: 'unknown', lane: 'faq', escalate: wantHuman, wantHuman };
  }
  if (conversationPhoneDeleteReply(s)) {
    return { area: 'unknown', lane: 'faq', escalate: wantHuman, wantHuman };
  }
  if (any(s, FIRMWARE)) {
    const deviceRequest = /\brma\b|\breplacement\s+(?:device|unit|omi)\b/i.test(s);
    return { area: 'firmware', lane: 'firmware', escalate: wantHuman || deviceRequest || looksLikeReportedFailure(s), wantHuman };
  }
  if (any(s, DESKTOP)) {
    return { area: 'desktop', lane: 'tech', escalate: wantHuman || looksLikeReportedFailure(s), wantHuman };
  }
  if (any(s, APP)) {
    return { area: 'app', lane: 'tech', escalate: wantHuman || looksLikeReportedFailure(s), wantHuman };
  }
  if (any(s, WEAK_SHOP)) {
    return { area: 'shop', lane: 'shop', escalate: true, wantHuman };
  }
  if (any(s, WEAK_MONEY)) {
    return { area: 'shop', lane: 'money', escalate: true, wantHuman };
  }
  if (any(s, ACCOUNT)) {
    return { area: 'shop', lane: 'account', escalate: true, wantHuman };
  }
  if (
    looksLikeDocs(s) &&
    !any(s, STRONG_MONEY) &&
    !any(s, SHOP) &&
    !any(s, WEAK_MONEY) &&
    !any(s, ACCOUNT)
  ) {
    return { area: 'unknown', lane: 'faq', escalate: wantHuman, wantHuman };
  }
  if (any(s, FAQ)) {
    return { area: 'unknown', lane: 'faq', escalate: wantHuman, wantHuman };
  }
  return { area: 'unknown', lane: 'unknown', escalate: wantHuman, wantHuman };
}

function isTechLane(route) {
  return route?.lane === 'tech' || route?.area === 'firmware';
}

function specialistNames(area, lane) {
  if (area === 'shop' || area === 'app') return 'Mohsin';
  if (area === 'desktop') return 'Aryan';
  if (area === 'firmware') return 'TuEmb';
  if (area === 'privacy') return 'David';
  return 'Aryan, David, undivisible';
}

function needsGroundedShopAnswer(question) {
  const text = String(question || '');
  if (looksLikeShippingQuote(text)) return false;
  if (/\bstuck\s+(?:in|at)\s+customs\b/i.test(text)) return true;
  const deliveredDevice = /\bmy\s+(?:omi|device|necklace|glasses)\b[^.!?]{0,100}\bdelivered\b/i.test(text);
  const notReceived = /\b(?:isn['’]?t|is\s+not|aren['’]?t|are\s+not|wasn['’]?t|was\s+not|weren['’]?t|were\s+not|not)\s+here\b|\b(?:never|hasn['’]?t|has\s+not|didn['’]?t|did\s+not)\s+arriv(?:e|ed)\b/i.test(text);
  if (deliveredDevice && notReceived) return true;
  const shippingContext = /\b(?:order|package|parcel|shipment|shipping|delivery)\b/i.test(text);
  const trackingObject = /\btracking\s+(?:number|link|page)\b/i.test(text);
  if (!shippingContext && !trackingObject) return false;
  const deliveryProblem = /\b(?:where\s+(?:is|are)\s+(?:my|the)\s+(?:order|package|parcel|shipment)|(?:order|shipment|shipping|delivery)\s+status|status\s+of\s+(?:my|the)\s+(?:order|shipment|delivery)|when\s+(?:will|does|is)\s+(?:my|the)\s+(?:order|package|parcel|shipment)\b.{0,40}\b(?:ship|arrive|deliver)|(?:order|package|parcel|shipment|delivery)\b.{0,60}\b(?:lost|missing|not\s+received|never\s+arrived|hasn['’]?t\s+arrived|delivered\b.{0,40}\b(?:not|nothing|missing|never))|(?:lost|missing|not\s+received|never\s+arrived)\b.{0,60}\b(?:order|package|parcel|shipment|delivery))\b/i.test(text);
  const trackingProblem = /\btracking\b.{0,60}\b(?:stuck|not\s+updat\w*|no\s+updat\w*|not\s+mov\w*|delivered|lost|missing)\b|\btracking\s+status\b/i.test(text);
  return deliveryProblem || trackingProblem;
}

function skipModel(route) {
  return (
    route?.lane === 'money' ||
    route?.lane === 'privacy' ||
    route?.lane === 'shop'
  );
}

function requiresGroundedAnswer(route) {
  return route?.responseMode === 'grounded' || !skipModel(route);
}

function looksLikeTax(text) {
  return /\b((import\s+)?tax(es)?|duties|customs)\b/i.test(String(text || ''));
}

function looksLikeShippingQuote(text) {
  const s = String(text || '');
  return (
    /\b(shipping|delivery)\s+(costs?|fees?|prices?|quotes?|rates?)\b/i.test(s) ||
    /\b(costs?|prices?|quotes?|rates?)\s+(?:for|of)\s+(shipping|delivery)\b/i.test(s) ||
    /\b(checkout|cashout)\b.{0,40}\b(shipping|delivery)\b/i.test(s) ||
    /\b(shipping|delivery)\b.{0,40}\b(checkout|cashout)\b/i.test(s) ||
    /\b(arrange|arranging|alternative|different|cheaper|special)\b.{0,32}\b(shipping|delivery)\b/i.test(s)
  );
}

function looksLikeSupportNudge(text) {
  return any(text, SUPPORT_NUDGE);
}

function isFailedSupportFollowup(text) {
  const value = String(text || '');
  const feedback = /\b(?:still|again|after\s+(?:those|the|these)\s+steps|(?:that|those steps|the steps)\s+(?:did\s+not|didn['’]t|do\s+not|don['’]t))\b|\b(?:sigue|siguen|todav[ií]a|a[uú]n|los\s+pasos)\b/i;
  const observed = /\b(?:not\s+working|doesn['’]t\s+work|didn['’]t\s+work|did\s+not\s+work|no\s+funcionan?|sin\s+funcionar|still\s+(?:fails?|broken|stuck))\b/i;
  const reported = value.replace(/\b(?:did|does|do)\s+not\s+work\b/gi, 'not working')
    .replace(/\bsin\s+funcionar\b/gi, 'no funciona');
  return feedback.test(value) && observed.test(value) && looksLikeReportedFailure(reported);
}

function looksLikePlan(text) {
  return /\b(subscription|redemption code|unlimited yearly|plus plan|no active plan|stuck on free|downgraded to free|billing bug)\b/i.test(
    String(text || '')
  );
}

function looksLikeHardFailure(text) {
  const s = String(text || '');
  if (any(s, INTEGRATION_FAILURE)) return true;
  if (/\b(crash|crashed|1011|exception|error code|won'?t charge|not charging|turns? itself off)\b/i.test(s)) return true;
  return /\b(app (was|stayed) open|kept the app (open|running)|blue light)\b/i.test(s) && /\b(nothing|still)\b/i.test(s);
}

function conditionalFailureContext(clause) {
  // A past event in a temporal clause is an observation, not a hypothetical.
  if (/^(?:when(?:ever)?|while|cuando|mientras)\b/i.test(clause) &&
      /\b(?:crashed|failed|froze|stopped|fall[oó]|se\s+detuvo|se\s+bloque[oó])\b/i.test(clause)) return clause;
  // Customers omit commas. An action followed by a separate finite fault
  // predicate starts the main clause; keep it. A coordinated condition
  // ("...and the app fails") still belongs to the hypothetical instead.
  const action = /\b(?:open(?:s|ed|ing)?|launch(?:es|ed|ing)?|start(?:s|ed|ing)?|select(?:s|ed|ing)?|choos(?:e|es|ing)|record(?:s|ed|ing)?|abro|abrimos|inici[oó]|inicio|intento|selecciono|grabo)\b/i.exec(clause);
  if (!action) return 'condition';
  const remainder = clause.slice(action.index + action[0].length);
  const consequence = /\b(?:(?:it|they|i|we|(?:the|my)\s+(?:app|application|device|transcript|recording|firmware))\s+(?:crash(?:es|ed|ing)?|fail(?:s|ed|ing)?|freez(?:es|ing)|froze|stop(?:s|ped)?|can't|cannot|doesn't|won't|(?:is|stays?)\s+(?:offline|broken)|(?:get|see|receive)\s+(?:an?\s+)?error)|se\s+(?:bloquea|congela)|aparece\s+(?:un\s+)?error)\b/i.exec(remainder);
  if (!consequence || /\b(?:and|or|y|o)\s*$/i.test(remainder.slice(0, consequence.index))) return 'condition';
  return 'condition ' + remainder.slice(consequence.index);
}

function looksLikeReportedFailure(text) {
  const s = String(text || '').replace(/[\u2018\u2019]/g, "'")
    // In a diagnostic noun phrase, crash/error names the type of artifact,
    // not an assertion that the customer's app crashed or raised an error.
    // Reported failures elsewhere in the same question remain untouched.
    .replace(/\b(?:crash|error|exception|failure)s?\s+(logs?|reports?|guides?|documentation)\b/gi, 'diagnostic $1')
    // Not knowing a navigation/procedure is not a broken capability. Remove
    // just that grammatical signal; missing recordings or a separate incident
    // in the remainder still reaches the ordinary failure checks below.
    .replace(/\b(?:can't|cannot|can not|couldn't|could not)\s+(?:find|locate|see\s+where|figure\s+out|work\s+out)\b/gi, 'navigation')
    .replace(/\b(?:i'm|i am)\s+lost\b|\bnot\s+sure\s+how\b|\b(?:don't|do not|didn't|did not)\s+know\s+(?:how|where)\b/gi, 'navigation')
    .replace(/\b(?:no\s+(?:puedo|podemos|consigo)\s+(?:encontrar|localizar|ver\s+d[oó]nde|averiguar|entender)|estoy\s+perdid[oa]|no\s+s[eé]\s+(?:c[oó]mo|d[oó]nde))\b/gi, 'navigation')
    // A condition describes a circumstance to explain, not an observed fault.
    // Stop at clause/sentence boundaries so a main or contrasting clause can
    // still report a genuine crash, missing capture, or failed operation.
    .replace(/\b(?:if|when(?:ever)?|while|in\s+case|si|cuando|mientras|en\s+caso\s+de\s+que)\b(?:(?![,;:\n]|[.!?](?:\s|$)|\b(?:but|however|yet|pero|sin\s+embargo|entonces|then)\b).)*/gi, conditionalFailureContext);
  if (looksLikeHardFailure(s) || looksLikeCaptureFailure(s) ||
      any(s, APP_FAILURE) || any(s, FIRMWARE_FAILURE)) return true;
  // Topic names select the product lane, not a support incident. Only an
  // observed failure/negated capability adds the deterministic handoff signal.
  const englishFailure = /\b(?:not\s+working|broken|errors?|fail(?:ed|s|ing)?|stopped|stuck|missing|lost|gone|cannot|can't|couldn't|could\s+not|won't|doesn't|didn't|unavailable|freez(?:e|es|ing)|froze|never\s+(?:get|gets|receive|receives)|no\s+(?:audio|transcript|recording|response))\b/i;
  const spanishFailure = /\b(?:no\s+(?:funciona|funcionan|abre|abren|graba|graban|sincroniza|sincronizan|conecta|conectan|termina|terminan)|dej[oó]\s+de\s+(?:funcionar|grabar|transcribir)|fall(?:a|an|o|os|ando)|atascad[oa]s?|rot[oa]s?|perdid[oa]s?|faltan?)\b/i;
  const connectionFailure = /\b(?:is|was|stays?|stayed|keeps?|kept|show(?:s|ing)?|says?|reports?|became|went)\s+(?:as\s+)?(?:disconnected|offline)\b/i;
  return englishFailure.test(s) || spanishFailure.test(s) || connectionFailure.test(s);
}

function looksLikeProductQuestion(text) {
  const s = String(text || '');
  if (looksLikeReportedFailure(s)) return false;
  if (
    any(s, STRONG_MONEY) ||
    any(s, WEAK_MONEY) ||
    any(s, STRONG_SHOP) ||
    any(s, WEAK_SHOP) ||
    any(s, PRIVACY) ||
    any(s, ACCOUNT)
  ) return false;
  if (looksLikeRecordingHow(s)) return true;
  if (looksLikeDeviceReset(s)) return true;
  return /\b(how (do|does|can|should)|where (do|does|can|is|are)|which (omi )?(device|app|setting|option)|if i .{0,60}\b(can|will|does)|is it (meant|supposed)|supposed to|any clue|like \w+ does|can (it|omi|the device)|does (it|omi|the device)|what does|why (does|is|can)|i'?d like)\b/i.test(s);
}

function looksLikeRecordingHow(text) {
  const s = String(text || '');
  if (looksLikeHardFailure(s)) return false;
  const plaud = /\bplaud\b/i.test(s) && /\b(record|24)/i.test(s);
  const day = /\b24\s*hours?\b/i.test(s) && /\brecord/i.test(s);
  const alone = /\b(not app|without the app|by itself)\b/i.test(s) && /\brecord/i.test(s);
  return plaud || day || alone;
}

function looksLikeDeviceReset(text) {
  const s = String(text || '');
  if (looksLikeHardFailure(s)) return false;
  if (/\bcrash(ed|es|ing)?\b/i.test(s)) return false;
  if (/\b(delete|wipe|erase)\b/i.test(s) && /\b(account|data|conversation|memory)\b/i.test(s)) return false;
  if (/\b(already reset|after (a |the )?reset|reset it and)\b/i.test(s)) return false;
  return /\breset\b/i.test(s) && /\b(how|can i|want to|omi|device|necklace|pendant)\b/i.test(s);
}

function deviceResetReply() {
  return [
    'To reset the necklace, press and hold the button, and while still holding, place it on the charger. It may take a few tries.',
    'If that does not reset it, let it discharge until it powers off, then charge it again.',
    'If there is no light at all, use that same reset. If it still stays off, leave it on the charger for 6–8 hours. If it gets slightly warm, keep charging for 12–14 hours.',
    'If none of that works, email help@omi.me. These steps are from the Omi troubleshooting guide: https://help.omi.me/en/articles/12847359-omi-device-troubleshooting-guide',
  ].join('\n\n');
}

function recordingHowReply() {
  return "The 24 hours on the Omi page is battery life, about a day to a few days depending on the device. It is not a full day of recording with the phone app closed. The necklace needs the Omi app. You can leave the app in the background. If you swipe it away, it stops writing down what was said and the device disconnects. Turn it on with one press. Blue means it is connected to the phone. Red means it is on but not connected. Speak near it. The words can take up to a minute to show in the app. DevKit 2 is the one whose docs say it can record on its own. If the app stayed open, the light was blue, and still nothing showed up, say so here.";
}

function batteryReadingReply(question) {
  const text = String(question || '');
  const percentages = text.match(/\b\d{1,3}\s*%/g) || [];
  const unstable =
    /\b(?:jump(?:s|ed|ing)?|drop(?:s|ped|ping)?|fluctuat(?:e|es|ed|ing)|unreliable|inaccurate|wrong|random|stuck)\b/i.test(
      text
    ) || percentages.length >= 2;
  if (!/\bbatter(?:y|ies)\b/i.test(text) || !unstable) return '';

  const lines = [];
  if (/\b(?:green.{0,20}blue|blue.{0,20}green)\b/i.test(text)) {
    lines.push(
      'For the consumer Omi necklace, blinking green and blue means it is charging while connected to the phone; that colour pattern itself is expected.'
    );
  }
  lines.push(
    'The sharp battery-percentage changes after plugging in, restarting, or unplugging are the unresolved problem—not the green/blue charging indication.'
  );
  const hasTicket = /\b(?:ticket|case|request)\b.{0,20}\b(?:#?\d+|open(?:ed)?|made|submitted)\b/i.test(text);
  const sentDiagnostics = /\b(?:sent|send|emailed|uploaded|provided|shared)\b.{0,40}\b(?:diagnostics?|logs?|screenshots?)\b/i.test(
    text
  );
  if (hasTicket || sentDiagnostics) {
    lines.push(
      `You already ${hasTicket ? 'opened a support ticket' : 'contacted support'}${
        sentDiagnostics ? ' and sent diagnostics or screenshots' : ''
      }, so you should not need to repeat those steps. The existing case needs a review of the battery readings and diagnostics.`
    );
  } else {
    lines.push(
      'The battery readings need a device review before the cause or a charging step can be confirmed.'
    );
  }
  lines.push('Source: https://github.com/BasedHardware/omi/issues/5653');
  return lines.join('\n\n');
}

function conversationPhoneDeleteReply(question) {
  const text = String(question || '');
  if (
    /\b(?:cannot|can['’]?t|unable|won['’]?t|doesn['’]?t|didn['’]?t|failed?|error|resurfac\w*|reappear\w*|not working)\b/i.test(
      text
    )
  ) {
    return '';
  }
  const removing = /\b(?:delete|remove|clear|erase)\w*\b/i.test(text);
  const conversation = /\b(?:conversation|transcript|past conversation)s?\b/i.test(text);
  const surface = /\b(?:app|phone|local|device|recording cop(?:y|ies)|stored recording)s?\b/i.test(text);
  if (!removing || !conversation || !surface) return '';

  return [
    'To remove a past conversation from Omi and also remove its phone-local recording copy, treat those as two separate deletions:',
    '1. Open the conversation in the Omi app, open the ⋯ menu, and choose **Delete conversation**. That removes the conversation/transcript from your synced Omi data.',
    '2. To clear recording files stored on the phone, open **Settings → Device → Offline Sync**, tap **⋯ → Manage Storage**, then clear **Synced** copies. Clearing synced copies frees phone storage but keeps any conversations that you did not delete in step 1.',
    'Do not clear **Pending** or **All** unless you also intend to discard unsynced recordings. PR #20172 applies only to synced copies on the phone; it does not erase the pendant/device storage.',
    'Source: https://github.com/BasedHardware/omi/pull/20172 https://help.omi.me/en/articles/13162549-omi-privacy-policy',
  ].join('\n\n');
}

function looksLikeDocs(text) {
  return /\b(instructions|documentation|how (it|this|does it) works?|how it'?s different)\b/i.test(
    String(text || '')
  );
}

function whenModelDown(route, question) {
  if (looksLikeOtherLanguage(question) && route?.lane === 'faq' && !route?.wantHuman) {
    return {
      agent: {
        final_answer: '',
        confidence: 0.2,
        escalate: true,
        reason: 'Question is not in English.',
      },
      reply: 'Your question needs support in your language. Automated answers are temporarily unavailable.',
    };
  }
  const known = cannedReply(route, question);
  const canAnswer = route?.lane === 'faq' && !route?.wantHuman && known;
  return {
    agent: {
      final_answer: '',
      confidence: canAnswer ? 0.9 : 0.2,
      escalate: !canAnswer,
      reason: canAnswer ? '' : staffReason(route, question),
    },
    reply: canAnswer ? known : [known || 'You still need help with this question.', 'Automated answers are temporarily unavailable.'].join('\n\n'),
  };
}

function orderLookupLive() {
  try {
    return require('./orderFlow').isLive();
  } catch {
    return false;
  }
}

function shopStatusReply(route, question) {
  if (route?.wantHuman || looksLikeSupportNudge(question)) {
    return [
      "You’re asking for a person from the shop team to check this shipment.",
      'Tracking and an expected delivery date need a verified order check.',
      "Please don't post your address or payment details here.",
    ].join(' ');
  }
  const head = `${ORDER_STATUS_OPENING} An order status or delivery date needs a verified order check. Please keep your address and payment details private.`;
  if (orderLookupLive()) {
    return `${head}\n\nUse /order to check your own orders privately. We email a code to the address on the order so nobody can look up someone else's. Keep your order number handy.`;
  }
  return head;
}

function shippingQuoteReply() {
  return [
    'You want another option for the checkout shipping quote.',
    'The shop team needs to check whether another shipping option is available for your destination; no different rate or route is confirmed yet.',
    "Keep a screenshot of the checkout quote ready, but don't post your full address here.",
  ].join(' ');
}

function cannedReply(route, question) {
  const lane = route?.lane;
  if (lane === 'money') {
    if (looksLikeTax(question)) {
      return 'You need help with tax or duties on an order. The charge needs a team review before any adjustment can be confirmed.';
    }
    if (looksLikePlan(question)) {
      return 'You need help with your paid plan or redemption code. The account needs a team review before any change can be confirmed.';
    }
    const text = String(question || '');
    if (/\brefunds?\b/i.test(text)) return 'You’re asking for a refund. The request needs a team review before a refund or timing can be confirmed.';
    if (/\bcancel\b/i.test(text)) return 'You want to cancel your order. The request needs a team review before cancellation can be confirmed.';
    if (/\b(?:address|shipping details)\b/i.test(text)) return 'You want to change the shipping address. The request needs a team review before an address change can be confirmed.';
    return 'You need help with a payment or charge. The account or order needs a team review before any adjustment can be confirmed.';
  }
  if (lane === 'privacy') {
    return 'You’re asking about your account or saved data. Any account change or data deletion needs a verified privacy review.';
  }
  if (lane === 'account') {
    return 'You need clarification about your account limits or plan. The account needs a team review before a limit or plan change can be confirmed.';
  }
  if (lane === 'shop') {
    if (looksLikeTax(question)) {
      return 'You need help with tax or duties on an order. The charge needs a team review before any adjustment can be confirmed.';
    }
    if (route?.intent === 'shipping_quote' || looksLikeShippingQuote(question)) {
      return shippingQuoteReply();
    }
    return shopStatusReply(route, question);
  }
  if (looksLikeRecordingHow(question)) return recordingHowReply();
  if (looksLikeDeviceReset(question)) return deviceResetReply();
  const deletionReply = conversationPhoneDeleteReply(question);
  if (deletionReply) return deletionReply;
  const batteryReply = batteryReadingReply(question);
  if (batteryReply) return batteryReply;
  if (lane === 'firmware') {
    if (route?.escalate === false) return 'You need guidance on using or setting up your Omi device.';
    return 'Your Omi device isn’t working as expected. A device review is needed to identify the cause and a safe next step.';
  }
  if (lane === 'tech' && route?.area === 'desktop') {
    if (route?.escalate === false) return 'You need guidance on using or setting up the computer app.';
    return 'The computer app isn’t working as expected. A closer review is needed to find a safe next step without repeating checks you’ve already tried.';
  }
  if (lane === 'tech' && route?.area === 'unknown') {
    return 'You’re running into a technical problem. A closer review is needed to identify the cause and a safe next step.';
  }
  if (lane === 'tech') {
    if (route?.escalate === false) return 'You need guidance on using or setting up the phone app.';
    return 'The phone app isn’t working as expected. A closer review is needed to find a safe next step without repeating checks you’ve already tried.';
  }
  if (/\bblue\b/i.test(String(question || '')) && /\blight\b/i.test(String(question || ''))) {
    return 'A solid blue light means the Omi is on and connected to your phone.';
  }
  if (/\bhow do i turn\b/i.test(String(question || '')) && /\boff\b/i.test(String(question || '')) &&
      /\bnecklace\b/i.test(String(question || '')) && !/\bdev\s*kit\b|devkit/i.test(String(question || ''))) {
    return 'On the necklace, hold the button for about 3 seconds to turn it off. Press once to turn it back on. Source: https://docs.omi.me/onboarding/omi';
  }
  if (/\bdelete\b/i.test(String(question || '')) && /\bconversation\b/i.test(String(question || ''))) {
    return 'Open that conversation and delete it from its detail view. That deletes the transcript and any stored audio for it.';
  }
  return null;
}

function staffReason(route, question) {
  const lane = route?.lane;
  if (route?.intent === 'shipping_quote' || looksLikeShippingQuote(question)) {
    return 'Checkout shipping quote or alternate shipping route';
  }
  if (looksLikeTax(question) && (lane === 'money' || lane === 'shop' || route?.area === 'shop')) {
    return 'Tax, duties, or customs';
  }
  if (looksLikePlan(question) && (lane === 'money' || route?.area === 'shop')) {
    return 'Paid plan or redemption code';
  }
  if (lane === 'money') return 'Refund, charge, or address change';
  if (lane === 'privacy') return 'Data deletion / privacy request';
  if (looksLikeCaptureFailure(question) && looksLikeTranscription(question)) {
    return 'Transcription unavailable, and the device is not capturing. Cannot see the app from chat.';
  }
  if (
    namesBothApps(question) &&
    (lane === 'tech' || route?.area === 'desktop' || route?.area === 'app')
  ) {
    return 'Cannot see the computer app or the phone app from chat.';
  }
  if (route?.area === 'app') return 'Cannot see the phone app from chat';
  if (route?.area === 'desktop') return 'Cannot see the computer app from chat';
  if (lane === 'firmware' || route?.area === 'firmware') {
    return 'Device problem; cannot see the Omi from chat';
  }
  if (lane === 'tech') return 'Cannot see the app from chat';
  if (lane === 'shop') return 'Order or shipping';
  if (lane === 'account') return 'Fair use, memory limit, or plan question';
  if (lane === 'faq' && looksLikeDocs(question)) {
    return 'Docs question. Do not invent how it works or plan prices.';
  }
  return 'Needs a person';
}

function pickStaffReason(route, modelReason, question) {
  if (route?.lane === 'faq' && looksLikeDocs(question)) return staffReason(route, question);
  const lane = route?.lane;
  const area = route?.area;
  if (namesBothApps(question) && (lane === 'tech' || area === 'desktop' || area === 'app')) {
    return staffReason(route, question);
  }
  const reason = String(modelReason || '').trim();
  const techish =
    lane === 'tech' ||
    lane === 'firmware' ||
    area === 'app' ||
    area === 'desktop' ||
    area === 'firmware';
  if (techish && reasonNamesCause(reason)) return staffReason(route, question);
  return reason || staffReason(route, question);
}

function knownIssueReply() {
  return 'This is already marked as a known issue. A person has to confirm whether it matches your report before a cause or fix can be stated.';
}

function describe(route) {
  const lane = route?.lane;
  const area = route?.area;
  if (lane === 'account') {
    return 'Account limits and plans. Answer phone vs computer if they asked. Do not invent prices.';
  }
  if (lane === 'firmware' || area === 'firmware') {
    if (route?.escalate === false) return 'Device usage, setup or firmware guidance. Answer the requested procedure from official sources without assuming a device fault.';
    return 'The device itself is failing. They may already have paired.';
  }
  if (area === 'desktop') return route?.escalate === false
    ? 'Computer app usage or setup. Answer the requested procedure from official sources without assuming a fault.'
    : 'Computer app install or bug.';
  if (area === 'app') {
    if (route?.escalate === false) return 'Phone app or transcription usage and setup. Answer the requested procedure from official sources without assuming a fault.';
    return 'The phone app is reporting a problem. Do not name a cause or where recordings are.';
  }
  if (lane === 'shop') return 'Order, shipping, or customs.';
  if (lane === 'money') return 'Refund, charge, tax, plan, or address. Do not promise money back.';
  if (lane === 'privacy') return 'Delete account or data.';
  if (lane === 'faq') return 'How-to they asked for. Do not dump extra setup.';
  return 'Read their message. Answer what they asked. Do not change the subject.';
}

module.exports = {
  ORDER_STATUS_OPENING,
  classify,
  looksLikePii,
  isPublicForumSafe,
  isTechLane,
  specialistNames,
  needsGroundedShopAnswer,
  skipModel,
  requiresGroundedAnswer,
  looksLikeTax,
  looksLikeShippingQuote,
  looksLikeSupportNudge,
  isFailedSupportFollowup,
  looksLikePlan,
  looksLikeDocs,
  looksLikeRecordingHow,
  looksLikeDeviceReset,
  looksLikeProductQuestion,
  looksLikeOtherLanguage,
  cannedReply,
  whenModelDown,
  staffReason,
  pickStaffReason,
  knownIssueReply,
  looksLikeCaptureFailure,
  looksLikeTranscription,
  namesBothApps,
  describe,
};