ওয়েবসাইটে নিজের এআই সহকারী বসান: Enel Retail দিয়ে হাতে কলমে সম্পূর্ণ ইন্টিগ্রেশন

<button class="assistant-launcher" id="assistantLauncher" type="button">
    <span class="launcher-icon">✦</span>
    <span>
        <strong>Enel Assist</strong>
        <small>আপনার এআই সহকারী</small>
    </span>
</button>

<aside class="assistant-panel" id="assistantPanel" aria-hidden="true">

    <div class="assistant-header">
        <div class="assistant-title">
            <span class="assistant-avatar">✦</span>

            <div>
                <strong>Enel Assist</strong>
                <small>আপনার এআই সহকারী</small>
            </div>
        </div>

        <div class="assistant-actions">
            <button id="minimizeAssistant" type="button">−</button>
            <button id="closeAssistant" type="button">×</button>
        </div>
    </div>

    <div class="chat-body" id="chatBody">

        <div class="message bot-message">
            <span class="message-avatar">✦</span>

            <div class="bubble">
                <strong>আসসালামু আলাইকুম!</strong>
                <p>
                    আমি Enel Assist। আপনার অর্ডার, ডেলিভারি,
                    রিটার্ন বা পণ্য সম্পর্কে জানতে সাহায্য করতে পারি।
                </p>
                <p>কীভাবে সাহায্য করতে পারি?</p>
            </div>
        </div>

    </div>

    <form class="chat-input" id="chatForm">
        <input
            id="chatInput"
            type="text"
            placeholder="এখানে আপনার প্রশ্ন লিখুন..."
            autocomplete="off"
        />

        <button type="submit">➜</button>
    </form>

</aside>

<script src="script.js?v=5"></script>

.assistant-launcher {
  position: fixed;
  right: 24px;
  bottom: 24px;
  z-index: 60;
  display: flex;
  align-items: center;
  gap: 10px;
  min-width: 178px;
  border: 0;
  border-radius: 999px;
  padding: 10px 16px 10px 10px;
  color: white;
  background: linear-gradient(135deg, #0754a7, #1677e8);
  box-shadow: 0 18px 38px rgba(0, 78, 170, .28);
  cursor: pointer;
  text-align: left;
}

.launcher-icon,
.assistant-avatar {
  flex: 0 0 auto;
  display: grid;
  place-items: center;
  border-radius: 50%;
  color: #0754a7;
  background: white;
  font-weight: 800;
}

.launcher-icon {
  width: 38px;
  height: 38px;
}

.assistant-launcher strong,
.assistant-launcher small {
  display: block;
}

.assistant-launcher small {
  margin-top: 1px;
  color: rgba(255,255,255,.78);
  font-size: 10px;
}

.assistant-panel {
  position: fixed;
  right: 24px;
  bottom: 24px;
  z-index: 70;
  width: min(390px, calc(100vw - 28px));
  height: min(610px, calc(100vh - 48px));
  display: flex;
  flex-direction: column;
  border: 1px solid #b8d0e7;
  border-radius: 18px;
  overflow: hidden;
  background: white;
  box-shadow: 0 24px 70px rgba(16,42,67,.25);
  opacity: 0;
  visibility: hidden;
  transform: translateY(18px) scale(.98);
  transform-origin: bottom right;
  transition: opacity .22s ease, transform .22s ease, visibility .22s ease;
}

.assistant-panel.open {
  opacity: 1;
  visibility: visible;
  transform: translateY(0) scale(1);
}

.assistant-header {
  min-height: 68px;
  display: flex;
  align-items: center;
  justify-content: space-between;
  padding: 11px 14px;
  color: white;
  background: linear-gradient(135deg, #0754a7, #1677e8);
}

.assistant-title {
  display: flex;
  align-items: center;
  gap: 10px;
}

.assistant-avatar {
  width: 42px;
  height: 42px;
}

.assistant-title strong,
.assistant-title small {
  display: block;
}

.assistant-title small {
  color: rgba(255,255,255,.76);
  font-size: 10px;
}

.assistant-actions {
  display: flex;
  gap: 5px;
}

.assistant-actions button {
  width: 31px;
  height: 31px;
  border: 0;
  border-radius: 8px;
  color: white;
  background: transparent;
  cursor: pointer;
  font-size: 20px;
}

.assistant-actions button:hover {
  background: rgba(255,255,255,.12);
}

.chat-body {
  flex: 1;
  overflow-y: auto;
  padding: 16px;
  background: #fbfcfe;
}

.message {
  display: flex;
  align-items: flex-start;
  gap: 8px;
  margin-bottom: 14px;
}

.message-avatar {
  width: 30px;
  height: 30px;
  flex: 0 0 30px;
  display: grid;
  place-items: center;
  border-radius: 50%;
  color: white;
  background: var(--blue, #1677e8);
  font-size: 12px;
}

.bubble {
  max-width: 82%;
  padding: 12px 13px;
  border-radius: 13px;
  background: #f0f4f8;
  color: #2d4053;
  font-size: 14px;
}

.bubble p {
  margin: 6px 0 0;
}

.user-message {
  justify-content: flex-end;
}

.user-message .bubble {
  background: #e6f3ea;
  color: #244d34;
}

.chat-input {
  display: flex;
  align-items: center;
  gap: 8px;
  padding: 11px;
  border-top: 1px solid #d8e3ed;
  background: white;
}

.chat-input input {
  flex: 1;
  min-width: 0;
  height: 44px;
  padding: 0 13px;
  border: 1px solid #d4e0eb;
  border-radius: 12px;
  outline: 0;
}

.chat-input input:focus {
  border-color: #69a8e8;
  box-shadow: 0 0 0 3px rgba(19,104,206,.08);
}

.chat-input button {
  width: 44px;
  height: 44px;
  border: 0;
  border-radius: 50%;
  color: white;
  background: var(--blue, #1677e8);
  cursor: pointer;
  font-size: 18px;
}

const BACKEND_URL =
    'https://script.google.com/macros/s/AKfycbxguhTn7cnkDsZHF0J9v0JvyEvFZ4IPMeVdkG25--hd9vxkEFMBgWTFK0KWaw1XZXWj/exec';


const launcher = document.getElementById('assistantLauncher');
const panel = document.getElementById('assistantPanel');
const closeButton = document.getElementById('closeAssistant');
const minimizeButton = document.getElementById('minimizeAssistant');

const chatForm = document.getElementById('chatForm');
const chatInput = document.getElementById('chatInput');
const chatBody = document.getElementById('chatBody');


// -------------------------------------------------------------
// Conversation memory
// -------------------------------------------------------------

const conversationHistory = [];


// -------------------------------------------------------------
// Open / close assistant
// -------------------------------------------------------------

function openAssistant() {

    panel.classList.add('open');

    panel.setAttribute(
        'aria-hidden',
        'false'
    );

    launcher.style.display = 'none';

    chatInput.focus();
}


function closeAssistant() {

    panel.classList.remove('open');

    panel.setAttribute(
        'aria-hidden',
        'true'
    );

    launcher.style.display = 'flex';
}


// -------------------------------------------------------------
// Customer message
// -------------------------------------------------------------

function addUserMessage(text) {

    const message =
        document.createElement('div');

    message.className =
        'message user-message';

    message.innerHTML = `
        <div class="bubble">
            ${escapeHtml(text)}
        </div>
    `;

    chatBody.appendChild(message);

    chatBody.scrollTop =
        chatBody.scrollHeight;
}


// -------------------------------------------------------------
// Assistant message
// -------------------------------------------------------------

function addBotMessage(text) {

    const message =
        document.createElement('div');

    message.className =
        'message bot-message';

    message.innerHTML = `
        <span class="message-avatar">✦</span>

        <div class="bubble">
            ${escapeHtml(text)}
        </div>
    `;

    chatBody.appendChild(message);

    chatBody.scrollTop =
        chatBody.scrollHeight;
}


// -------------------------------------------------------------
// Typing indicator
// -------------------------------------------------------------

function showTypingIndicator() {

    const message =
        document.createElement('div');

    message.className =
        'message bot-message';

    message.innerHTML = `
        <span class="message-avatar">✦</span>

        <div class="bubble"
             id="typingIndicator">
            •
        </div>
    `;

    chatBody.appendChild(message);

    chatBody.scrollTop =
        chatBody.scrollHeight;


    const bubble =
        message.querySelector(
            '#typingIndicator'
        );


    let step = 1;


    const timer =
        window.setInterval(
            function() {

                step++;

                if (step > 3) {
                    step = 1;
                }


                if (step === 1) {
                    bubble.textContent = '•';
                }

                if (step === 2) {
                    bubble.textContent = '•  •';
                }

                if (step === 3) {
                    bubble.textContent =
                        '•  •  •';
                }

            },
            450
        );


    message.typingTimer = timer;


    return message;
}


function removeTypingIndicator(message) {

    if (!message) {
        return;
    }


    if (message.typingTimer) {

        window.clearInterval(
            message.typingTimer
        );
    }


    message.remove();
}


// -------------------------------------------------------------
// Safe text
// -------------------------------------------------------------

function escapeHtml(text) {

    const div =
        document.createElement('div');

    div.textContent = text;

    return div.innerHTML;
}


// -------------------------------------------------------------
// Keep conversation memory reasonably small
// -------------------------------------------------------------

function getConversationHistory() {

    return conversationHistory.slice(-20);
}


// -------------------------------------------------------------
// Send message + conversation history to Apps Script
// -------------------------------------------------------------

async function sendToBackend(customerMessage) {

    const response =
        await fetch(
            BACKEND_URL,
            {

                method: 'POST',

                redirect: 'follow',

                headers: {
                    'Content-Type':
                        'text/plain;charset=utf-8'
                },

                body: JSON.stringify({

                    message:
                        customerMessage,

                    history:
                        getConversationHistory()

                })
            }
        );


    if (!response.ok) {

        throw new Error(
            'Backend request failed'
        );
    }


    const data =
        await response.json();


    if (!data.ok) {

        throw new Error(
            data.error ||
            'Backend error'
        );
    }


    return data.reply;
}


// -------------------------------------------------------------
// Events
// -------------------------------------------------------------

launcher.addEventListener(
    'click',
    openAssistant
);


closeButton.addEventListener(
    'click',
    closeAssistant
);


minimizeButton.addEventListener(
    'click',
    closeAssistant
);


// -------------------------------------------------------------
// Customer sends a message
// -------------------------------------------------------------

chatForm.addEventListener(
    'submit',
    async function(event) {

        event.preventDefault();


        const customerMessage =
            chatInput.value.trim();


        if (!customerMessage) {
            return;
        }


        addUserMessage(
            customerMessage
        );


        conversationHistory.push({
            role: 'customer',
            text: customerMessage
        });


        chatInput.value = '';

        chatInput.disabled = true;


        const typingMessage =
            showTypingIndicator();


        try {

            const reply =
                await sendToBackend(
                    customerMessage
                );


            removeTypingIndicator(
                typingMessage
            );


            addBotMessage(
                reply
            );


            conversationHistory.push({
                role: 'assistant',
                text: reply
            });


        } catch (error) {

            console.error(error);


            removeTypingIndicator(
                typingMessage
            );


            const errorMessage =
                'দুঃখিত, এই মুহূর্তে আপনার বার্তাটি প্রসেস করা যাচ্ছে না।';


            addBotMessage(
                errorMessage
            );


        } finally {

            chatInput.disabled = false;

            chatInput.focus();
        }
    }
);

/**
 * Enel Assist Web Application
 *
 * Connects:
 *
 * Website
 * -> Conversation Manager
 * -> Real Order Data
 * -> Approved Policy
 * -> Ticket Bridge
 * -> Lesson 8 Business Rules
 * -> Customer Chat
 */


function doGet(e) {

  return enelJsonResponse_({
    ok: true,
    message: 'Enel Assist backend is running'
  });
}


function doPost(e) {

  try {

    const data =
      JSON.parse(
        e.postData.contents || '{}'
      );


    const customerMessage =
      String(
        data.message || ''
      ).trim();


    const history =
      Array.isArray(data.history)
        ? data.history
        : [];


    if (!customerMessage) {

      return enelJsonResponse_({
        ok: false,
        error:
          'No customer message received'
      });
    }


    const existingTicketId =
      findExistingEnelTicketId_(
        history
      );


    const state =
      analyzeEnelConversation_(
        history,
        customerMessage
      );


    if (
      state.ticketRequired &&
      !state.ticketReady
    ) {

      return enelJsonResponse_({

        ok: true,

        reply:
          state.nextQuestion,

        ticketCreated:
          false,

        ticketReady:
          false,

        missingField:
          state.missingField

      });
    }


    if (
      state.ticketRequired &&
      state.ticketReady &&
      !existingTicketId
    ) {

      const businessReply =
        buildEnelCompletedReply_(
          state
        );


      const ticket =
        createEnelTicket_({

          customerName:
            state.order
              ? state.order.customerName
              : '',

          orderNumber:
            state.orderNumber,

          product:
            state.product ||
            (
              state.order
                ? state.order.product
                : ''
            ),

          customerMessage:
            customerMessage,

          conversationText:
            state.conversationText,

          intent:
            state.intent,

          urgency:
            state.urgency,

          language:
            'bn',

          sentiment:
            state.sentiment,

          suggestedRoute:
            'A',

          decisionReason:
            'Enel Assist collected the required information from the website conversation.',

          reply:
            businessReply

        });


      const finalReply =
        buildEnelTicketConfirmation_(
          businessReply,
          ticket
        );


      return enelJsonResponse_({

        ok: true,

        reply:
          finalReply,

        ticketCreated:
          true,

        ticketId:
          ticket.ticketId,

        route:
          ticket.route,

        humanReview:
          ticket.humanReview,

        ticketStatus:
          ticket.ticketStatus

      });
    }


    if (
      state.ticketRequired &&
      state.ticketReady &&
      existingTicketId
    ) {

      const reply =
        buildEnelExistingTicketReply_(
          history,
          customerMessage,
          existingTicketId
        );


      return enelJsonResponse_({

        ok: true,

        reply:
          reply,

        ticketCreated:
          false,

        existingTicketId:
          existingTicketId

      });
    }


    const reply =
      buildEnelGeneralReply_(
        state,
        customerMessage
      );


    return enelJsonResponse_({

      ok: true,

      reply:
        reply,

      ticketCreated:
        false

    });


  } catch (error) {

    console.error(error);


    return enelJsonResponse_({

      ok: false,

      error:
        String(error)

    });
  }
}


function buildEnelCompletedReply_(state) {

  if (
    state.intent ===
    'order_status'
  ) {

    const order =
      state.order;


    if (!order) {

      return (
        'দুঃখিত, অর্ডারটির তথ্য যাচাই করা যাচ্ছে না।'
      );
    }


    const prompt = `
You are Enel Assist, the customer service AI assistant for Enel Retail.

The customer reported an order or delivery problem.

REAL ORDER INFORMATION:

Order ID: ${order.orderId}
Customer Name: ${order.customerName}
Product: ${order.product}
Order Date: ${order.orderDate}
Expected Delivery: ${order.expectedDelivery}
Current Status: ${order.currentStatus}
Last Update: ${order.lastUpdate}

Explain the current real order status to the customer.

Rules:

- Reply in natural Bangla.
- Be polite and concise.
- Use only the information supplied above.
- Never invent a delivery date.
- Never invent an order status.
- If delivery is delayed, clearly say it is delayed.
- If a new delivery date is not confirmed, say so clearly.
- Do not mention technical systems.
- Do not mention Google Sheets.
- Do not mention Gemini.
- Write Bangla words using Bangla characters.
- Order numbers may remain in English characters.

Return only the customer-facing reply.
`;


    const schema = {

      type: 'OBJECT',

      properties: {

        reply: {
          type: 'STRING'
        }

      },

      required: ['reply']
    };


    const result =
      callGeminiJson_(
        prompt,
        schema
      );


    return String(
      result.reply || ''
    ).trim();
  }


  if (
    state.intent ===
    'return'
  ) {

    const returnPolicy =
      getEnelReturnPolicy_();


    let reply =
      'আপনার পণ্য ফেরত দেওয়ার অনুরোধটি প্রয়োজনীয় তথ্যসহ নথিভুক্ত করা হয়েছে।';


    if (returnPolicy) {

      reply +=
        '\n\nরিটার্ন ও এক্সচেঞ্জের নিয়ম অনুযায়ী: ' +
        returnPolicy;
    }


    return reply;
  }


  return (
    'আপনার অনুরোধটি প্রয়োজনীয় তথ্যসহ নথিভুক্ত করা হয়েছে।'
  );
}


function buildEnelTicketConfirmation_(
  businessReply,
  ticket
) {

  let outcome = '';


  if (
    ticket.route ===
    'B_HOLD_FOR_REVIEW'
  ) {

    outcome =
      '\n\nঅনুরোধটি একজন দায়িত্বপ্রাপ্ত ব্যক্তির পর্যালোচনার জন্য রাখা হয়েছে।';
  }


  if (
    ticket.route ===
    'C_ESCALATE'
  ) {

    outcome =
      '\n\nবিষয়টি অগ্রাধিকার দিয়ে সংশ্লিষ্ট দলের কাছে পাঠানো হয়েছে।';
  }


  return (
    businessReply +
    outcome +
    '\n\nআপনার টিকিট নম্বর: ' +
    ticket.ticketId
  );
}


function buildEnelExistingTicketReply_(
  history,
  customerMessage,
  ticketId
) {

  const conversation =
    formatConversationHistory_(
      history
    );


  const prompt = `
You are Enel Assist.

A customer service ticket has already been created for this conversation.

Ticket ID:

${ticketId}

Conversation:

${conversation}

Latest customer message:

"${customerMessage}"

Reply naturally in Bangla.

Rules:

- Do not create or suggest creating another ticket for the same issue.
- If the customer says thank you, respond briefly and politely.
- You may remind them of the existing ticket number when useful.
- Do not invent an update to the ticket.
- Do not invent an order status.
- Do not invent company policy.
- If they clearly want to report a completely different issue, ask them to start a new conversation.
- Write Bangla words using Bangla characters.
- Ticket IDs may remain in English characters.

Return only the customer-facing reply.
`;


  const schema = {

    type: 'OBJECT',

    properties: {

      reply: {
        type: 'STRING'
      }

    },

    required: ['reply']
  };


  const result =
    callGeminiJson_(
      prompt,
      schema
    );


  return String(
    result.reply || ''
  ).trim();
}


function buildEnelGeneralReply_(
  state,
  customerMessage
) {

  let orderInformation =
    'No verified order information is available.';


  if (
    state.order
  ) {

    orderInformation = `
Verified Order ID: ${state.order.orderId}
Customer Name: ${state.order.customerName}
Product: ${state.order.product}
Order Date: ${state.order.orderDate}
Expected Delivery: ${state.order.expectedDelivery}
Current Status: ${state.order.currentStatus}
Last Update: ${state.order.lastUpdate}
`;
  }


  const prompt = `
You are Enel Assist, the customer service AI assistant for Enel Retail.

Conversation:

${state.conversationText}

Latest customer message:

"${customerMessage}"

Detected intent:

${state.intent}

Verified information if available:

${orderInformation}

Continue the conversation naturally.

Rules:

- Reply in natural Bangla.
- Be polite and concise.
- Ask only one question at a time.
- Do not ask for information already provided.
- Never invent product information.
- Never invent order information.
- Never invent refund information.
- Never invent company policy.
- If required information is unavailable, clearly say so.
- Write Bangla words using Bangla characters.
- Order numbers and product codes may remain in English characters.
- Do not mention Google Sheets.
- Do not mention Apps Script.
- Do not mention Gemini.
- Do not mention technical implementation.

Return only the customer-facing reply.
`;


  const schema = {

    type: 'OBJECT',

    properties: {

      reply: {
        type: 'STRING'
      }

    },

    required: ['reply']
  };


  const result =
    callGeminiJson_(
      prompt,
      schema
    );


  return String(
    result.reply || ''
  ).trim();
}


function findExistingEnelTicketId_(
  history
) {

  if (
    !Array.isArray(history)
  ) {

    return '';
  }


  for (
    let i =
      history.length - 1;

    i >= 0;

    i--
  ) {

    const text =
      String(
        history[i].text || ''
      );


    const match =
      text.match(
        /\bTKT-\d{8}-\d{6}-\d{3}\b/
      );


    if (match) {

      return match[0];
    }
  }


  return '';
}


function formatConversationHistory_(
  history
) {

  if (
    !history ||
    !history.length
  ) {

    return (
      'No previous conversation.'
    );
  }


  return history
    .slice(-20)
    .map(
      function(item) {

        const role =
          item.role === 'assistant'
            ? 'Enel Assist'
            : 'Customer';


        return (
          role +
          ': ' +
          String(
            item.text || ''
          ).trim()
        );
      }
    )
    .join('\n');
}


function enelJsonResponse_(
  data
) {

  return ContentService
    .createTextOutput(
      JSON.stringify(data)
    )
    .setMimeType(
      ContentService.MimeType.JSON
    );
}

/**
 * Enel Assist Conversation Manager
 *
 * Purpose:
 * 1. Understand the customer's issue
 * 2. Remember information already supplied
 * 3. Identify missing information
 * 4. Validate an order number when available
 * 5. Decide whether enough information exists to create a ticket
 *
 * Gemini understands the conversation.
 * Apps Script makes the final completeness decision.
 */


function analyzeEnelConversation_(
  history,
  latestMessage
) {

  const conversationText =
    buildEnelConversationText_(
      history,
      latestMessage
    );


  const prompt = `
You are analysing a customer service conversation for Enel Retail.

CONVERSATION:

${conversationText}

Extract what is already known from the conversation.

Use one of these intent values only:

order_status
return
product_info
other

Definitions:

order_status:
The customer is asking about delivery, tracking, delay,
missing delivery, or the status of an existing order.

return:
The customer wants to return, exchange or send back a product.

product_info:
The customer is asking about a product.

other:
Anything that does not fit the above categories.

Return the information already supplied by the customer.

Rules:

- Never invent information.
- If something is unknown, return an empty string.
- Extract an order number if one appears anywhere in the conversation.
- For a return request, extract the reason for return if the customer has supplied it.
- Summarise the customer's main issue briefly.
- Urgency must be one of: low, medium, high.
- Sentiment must be one of: positive, neutral, negative.
- Do not decide whether the ticket is complete.
`;


  const schema = {

    type: 'OBJECT',

    properties: {

      intent: {
        type: 'STRING'
      },

      issue_summary: {
        type: 'STRING'
      },

      order_number: {
        type: 'STRING'
      },

      product: {
        type: 'STRING'
      },

      return_reason: {
        type: 'STRING'
      },

      urgency: {
        type: 'STRING'
      },

      sentiment: {
        type: 'STRING'
      }

    },

    required: [
      'intent',
      'issue_summary',
      'order_number',
      'product',
      'return_reason',
      'urgency',
      'sentiment'
    ]
  };


  const ai =
    callGeminiJson_(
      prompt,
      schema
    );


  const intent =
    normalizeEnelIntent_(
      ai.intent
    );


  let orderNumber =
    cleanEnelValue_(
      ai.order_number
    );


  if (!orderNumber) {

    orderNumber =
      extractEnelOrderNumber_(
        conversationText
      );
  }


  const issueSummary =
    cleanEnelValue_(
      ai.issue_summary
    );


  const product =
    cleanEnelValue_(
      ai.product
    );


  const returnReason =
    cleanEnelValue_(
      ai.return_reason
    );


  const urgency =
    normalizeEnelUrgency_(
      ai.urgency
    );


  const sentiment =
    normalizeEnelSentiment_(
      ai.sentiment
    );


  let orderFound = false;

  let order = null;


  if (orderNumber) {

    order =
      findOrderById_(
        orderNumber
      );


    orderFound =
      Boolean(order);
  }


  const completion =
    getEnelCompletionState_({

      intent:
        intent,

      orderNumber:
        orderNumber,

      orderFound:
        orderFound,

      returnReason:
        returnReason,

      product:
        product,

      issueSummary:
        issueSummary

    });


  const nextQuestion =
    getEnelNextQuestion_(
      completion.missingField,
      orderNumber,
      orderFound
    );


  return {

    intent:
      intent,

    issueSummary:
      issueSummary,

    orderNumber:
      orderNumber,

    orderFound:
      orderFound,

    product:
      product,

    returnReason:
      returnReason,

    urgency:
      urgency,

    sentiment:
      sentiment,

    ticketRequired:
      completion.ticketRequired,

    ticketReady:
      completion.ticketReady,

    missingField:
      completion.missingField,

    nextQuestion:
      nextQuestion,

    conversationText:
      conversationText,

    order:
      order
  };
}


function buildEnelConversationText_(
  history,
  latestMessage
) {

  const items =
    Array.isArray(history)
      ? history.slice(-20)
      : [];


  const lines = [];


  items.forEach(
    function(item) {

      const text =
        cleanEnelValue_(
          item.text
        );


      if (!text) {
        return;
      }


      const role =
        item.role === 'assistant'
          ? 'Enel Assist'
          : 'Customer';


      lines.push(
        role + ': ' + text
      );
    }
  );


  const latest =
    cleanEnelValue_(
      latestMessage
    );


  const expectedLastLine =
    'Customer: ' + latest;


  if (
    latest &&
    lines[lines.length - 1] !==
      expectedLastLine
  ) {

    lines.push(
      expectedLastLine
    );
  }


  if (!lines.length) {

    return 'Customer: ' + latest;
  }


  return lines.join('\n');
}


function extractEnelOrderNumber_(text) {

  const value =
    String(text || '');


  const matches =
    value.match(
      /\b[A-Za-z]{2,6}-?\d{3,10}\b/g
    );


  if (
    !matches ||
    !matches.length
  ) {

    return '';
  }


  return String(
    matches[matches.length - 1]
  )
    .trim()
    .toUpperCase();
}


function getEnelCompletionState_(state) {

  const intent =
    state.intent;


  if (
    intent === 'order_status'
  ) {

    if (!state.orderNumber) {

      return {
        ticketRequired: true,
        ticketReady: false,
        missingField: 'order_number'
      };
    }


    if (!state.orderFound) {

      return {
        ticketRequired: true,
        ticketReady: false,
        missingField: 'valid_order_number'
      };
    }


    return {
      ticketRequired: true,
      ticketReady: true,
      missingField: ''
    };
  }


  if (
    intent === 'return'
  ) {

    if (!state.orderNumber) {

      return {
        ticketRequired: true,
        ticketReady: false,
        missingField: 'order_number'
      };
    }


    if (!state.orderFound) {

      return {
        ticketRequired: true,
        ticketReady: false,
        missingField: 'valid_order_number'
      };
    }


    if (!state.returnReason) {

      return {
        ticketRequired: true,
        ticketReady: false,
        missingField: 'return_reason'
      };
    }


    return {
      ticketRequired: true,
      ticketReady: true,
      missingField: ''
    };
  }


  if (
    intent === 'product_info'
  ) {

    return {
      ticketRequired: false,
      ticketReady: false,
      missingField: ''
    };
  }


  return {
    ticketRequired: false,
    ticketReady: false,
    missingField: ''
  };
}


function getEnelNextQuestion_(
  missingField,
  orderNumber,
  orderFound
) {

  if (
    missingField ===
    'order_number'
  ) {

    return (
      'আপনার অর্ডার নম্বরটি বলবেন?'
    );
  }


  if (
    missingField ===
    'valid_order_number'
  ) {

    return (
      'এই অর্ডার নম্বরটি খুঁজে পাওয়া যাচ্ছে না। ' +
      'নম্বরটি আবার দেখে সঠিকভাবে লিখবেন?'
    );
  }


  if (
    missingField ===
    'return_reason'
  ) {

    return (
      'পণ্যটি ফেরত দেওয়ার কারণটি সংক্ষেপে বলবেন?'
    );
  }


  return '';
}


function normalizeEnelIntent_(value) {

  const text =
    cleanEnelValue_(value)
      .toLowerCase();


  if (
    text === 'order_status' ||
    text === 'delivery' ||
    text === 'delivery_issue' ||
    text === 'tracking'
  ) {

    return 'order_status';
  }


  if (
    text === 'return' ||
    text === 'return_request' ||
    text === 'exchange'
  ) {

    return 'return';
  }


  if (
    text === 'product_info' ||
    text === 'product'
  ) {

    return 'product_info';
  }


  return 'other';
}


function normalizeEnelUrgency_(value) {

  const text =
    cleanEnelValue_(value)
      .toLowerCase();


  if (
    text === 'high'
  ) {
    return 'high';
  }


  if (
    text === 'medium'
  ) {
    return 'medium';
  }


  return 'low';
}


function normalizeEnelSentiment_(value) {

  const text =
    cleanEnelValue_(value)
      .toLowerCase();


  if (
    text === 'positive'
  ) {
    return 'positive';
  }


  if (
    text === 'negative'
  ) {
    return 'negative';
  }


  return 'neutral';
}


function cleanEnelValue_(value) {

  return String(
    value === null ||
    value === undefined
      ? ''
      : value
  ).trim();
}


function findOrderById_(orderId) {

  const spreadsheet =
    SpreadsheetApp.getActiveSpreadsheet();


  if (!spreadsheet) {

    throw new Error(
      'Could not access the spreadsheet.'
    );
  }


  const sheet =
    spreadsheet.getSheetByName(
      CONFIG.ORDERS_SHEET
    );


  if (!sheet) {

    throw new Error(
      'Orders sheet not found: ' +
      CONFIG.ORDERS_SHEET
    );
  }


  const values =
    sheet.getDataRange().getValues();


  const wantedId =
    String(orderId)
      .trim()
      .toUpperCase();


  for (
    let i = 1;
    i < values.length;
    i++
  ) {

    const rowId =
      String(values[i][0])
        .trim()
        .toUpperCase();


    if (rowId === wantedId) {

      return {

        orderId:
          values[i][0],

        customerName:
          values[i][1],

        phoneNumber:
          values[i][2],

        product:
          values[i][3],

        orderDate:
          values[i][4],

        expectedDelivery:
          values[i][5],

        currentStatus:
          values[i][6],

        lastUpdate:
          values[i][7]

      };
    }
  }


  return null;
}


function testEnelConversationAnalysis() {

  const history = [

    {
      role: 'customer',
      text: 'আমি পণ্যটি ফেরত দিতে চাই।'
    },

    {
      role: 'assistant',
      text: 'আপনার অর্ডার নম্বরটি বলবেন?'
    },

    {
      role: 'customer',
      text: 'RF1042'
    }

  ];


  const result =
    analyzeEnelConversation_(
      history,
      'RF1042'
    );


  console.log(
    JSON.stringify(result)
  );
}

/**
 * Enel Assist Policy Reader
 *
 * Reads approved business rules from the existing
 * Lesson 8 Policy sheet.
 *
 * No policy text is hard-coded into the chatbot.
 */


function getEnelPolicies_() {

  const spreadsheet =
    SpreadsheetApp.getActiveSpreadsheet();


  if (!spreadsheet) {

    throw new Error(
      'Could not access the spreadsheet.'
    );
  }


  const sheet =
    spreadsheet.getSheetByName(
      CONFIG.POLICY_SHEET
    );


  if (!sheet) {

    throw new Error(
      'Policy sheet not found: ' +
      CONFIG.POLICY_SHEET
    );
  }


  const values =
    sheet.getDataRange().getValues();


  if (
    !values ||
    values.length < 2
  ) {

    throw new Error(
      'Policy sheet does not contain policy data.'
    );
  }


  const headers =
    values[0];


  const policyRow =
    values[1];


  const policies = {};


  for (
    let i = 0;
    i < headers.length;
    i++
  ) {

    const header =
      String(
        headers[i] || ''
      ).trim();


    const value =
      String(
        policyRow[i] || ''
      ).trim();


    if (
      header &&
      value
    ) {

      policies[header] =
        value;
    }
  }


  return policies;
}


function getEnelPolicy_(policyName) {

  const policies =
    getEnelPolicies_();


  const wanted =
    String(
      policyName || ''
    ).trim();


  if (!wanted) {

    return '';
  }


  return String(
    policies[wanted] || ''
  ).trim();
}


function getEnelReturnPolicy_() {

  return getEnelPolicy_(
    'Return and Exchange'
  );
}


function getEnelDeliveryPolicy_() {

  return getEnelPolicy_(
    'Delivery Time'
  );
}


function getEnelDiscountPolicy_() {

  return getEnelPolicy_(
    'Discount'
  );
}


function getEnelEscalationPolicy_() {

  return getEnelPolicy_(
    'Human Escalation'
  );
}


function testEnelPolicyReader() {

  const result = {

    returnPolicy:
      getEnelReturnPolicy_(),

    deliveryPolicy:
      getEnelDeliveryPolicy_(),

    discountPolicy:
      getEnelDiscountPolicy_(),

    escalationPolicy:
      getEnelEscalationPolicy_()

  };


  console.log(
    JSON.stringify(result)
  );
}

/**
 * Enel Assist -> Lesson 8 Ticket Bridge
 *
 * This file does NOT replace Code.gs.
 * It reuses the existing Lesson 8 ticket structure,
 * order validation, business rules and escalation functions.
 */


function createEnelTicket_(data) {

  const ss =
    SpreadsheetApp.getActiveSpreadsheet();


  const ticketsSheet =
    ensureSheet_(
      ss,
      CONFIG.TICKETS_SHEET,
      TICKET_HEADERS
    );


  const suppliedOrderNumber =
    cleanText_(data.orderNumber);


  const order =
    findOrder_(
      ss,
      suppliedOrderNumber
    );


  let customerName =
    cleanText_(data.customerName);


  if (
    !customerName &&
    order.found &&
    order.details
  ) {

    customerName =
      pick_(
        order.details,
        [
          'Customer Name',
          'Name',
          'কাস্টমারের নাম',
          'নাম'
        ]
      );
  }


  const form = {

    customerName:
      customerName,

    email:
      cleanText_(data.email),

    phone:
      cleanText_(data.phone),

    source:
      'Website | Enel Assist',

    orderNumber:
      suppliedOrderNumber,

    product:
      cleanText_(
        data.product ||
        order.product
      ),

    message:
      cleanText_(
        data.conversationText ||
        data.customerMessage
      )
  };


  const ai = {

    intent:
      cleanText_(
        data.intent ||
        'other'
      ),

    order_number:
      suppliedOrderNumber,

    product:
      cleanText_(
        data.product ||
        order.product
      ),

    urgency:
      cleanText_(
        data.urgency ||
        'low'
      ),

    language:
      cleanText_(
        data.language ||
        'bn'
      ),

    sentiment:
      cleanText_(
        data.sentiment ||
        'neutral'
      ),

    suggested_route:
      cleanText_(
        data.suggestedRoute ||
        'A'
      ),

    decision_reason:
      cleanText_(
        data.decisionReason ||
        'Enel Assist conversation completed.'
      ),

    reply:
      cleanText_(
        data.reply
      )
  };


  const injectionDetected =
    containsPromptInjection_(
      form.message
    );


  const decision =
    decideRoute_(
      ai,
      order,
      injectionDetected,
      false
    );


  const ticketId =
    createTicketId_();


  let draftReply =
    decision.route === 'C_ESCALATE'
      ? ''
      : cleanText_(ai.reply);


  if (
    !draftReply &&
    decision.route !== 'C_ESCALATE'
  ) {

    draftReply =
      defaultReply_(
        form.customerName,
        ticketId
      );
  }


  let deliveryStatus =
    'Chat reply delivered';


  if (
    decision.route ===
    'B_HOLD_FOR_REVIEW'
  ) {

    deliveryStatus =
      'Held for human review';
  }


  if (
    decision.route ===
    'C_ESCALATE'
  ) {

    if (
      CONFIG.SEND_ESCALATION_EMAIL
    ) {

      sendEscalation_(
        ticketId,
        form,
        ai,
        order,
        decision.reason
      );


      deliveryStatus =
        'Escalation email sent';

    } else {

      deliveryStatus =
        'Escalation email disabled';
    }
  }


  const orderValidation =
    order.found
      ? (
          'Valid' +
          (
            order.status
              ? ' | ' + order.status
              : ''
          )
        )
      : 'Not found';


  const humanReview =
    decision.route ===
    'A_AUTO_REPLY'
      ? 'No'
      : 'Yes';


  ticketsSheet.appendRow([

    new Date(),

    form.customerName,

    form.source,

    form.message,

    suppliedOrderNumber,

    cleanText_(ai.intent),

    cleanText_(ai.urgency),

    orderValidation,

    decision.route +
      ' | ' +
      decision.reason,

    draftReply,

    humanReview,

    deliveryStatus +
      ' | ' +
      ticketId

  ]);


  SpreadsheetApp.flush();


  return {

    ticketCreated: true,

    ticketId:
      ticketId,

    route:
      decision.route,

    humanReview:
      humanReview,

    ticketStatus:
      deliveryStatus,

    orderValidation:
      orderValidation
  };
}


function testEnelTicketBridge() {

  const result =
    createEnelTicket_({

      orderNumber:
        'RF1042',

      customerMessage:
        'আমার অর্ডারের পণ্যটি সম্পর্কে সাধারণ তথ্য জানতে চাই।',

      conversationText:
        'Customer: আমার অর্ডারের পণ্যটি সম্পর্কে সাধারণ তথ্য জানতে চাই।\n' +
        'Enel Assist: আপনার অর্ডার নম্বরটি বলবেন?\n' +
        'Customer: RF1042',

      intent:
        'product_info',

      urgency:
        'low',

      language:
        'bn',

      sentiment:
        'neutral',

      suggestedRoute:
        'A',

      decisionReason:
        'Safe enquiry with a verified order.',

      reply:
        'আপনার অনুরোধটি গ্রহণ করা হয়েছে।'

    });


  console.log(
    JSON.stringify(result)
  );
}