package service

import (
	"context"
	"crypto/hmac"
	"crypto/sha256"
	"encoding/hex"
	"encoding/json"
	"errors"
	"fmt"
	"strconv"

	"github.com/gochat/gochat/internal/model"
	"github.com/gochat/gochat/internal/repository"
	"github.com/gochat/gochat/internal/search"
	ws "github.com/gochat/gochat/internal/ws"
	applogger "github.com/gochat/gochat/pkg/logger"
)

// TypingIndicator is the interface for broadcasting typing events.
// Decoupled from the concrete ws.TypingTracker to avoid circular imports.
type TypingIndicator interface {
	SetTypingOn(ctx context.Context, accountID, conversationID uint, performer *ws.Performer) error
	SetTypingOff(ctx context.Context, accountID, conversationID uint, performer *ws.Performer) error
}

// WidgetService implements business logic for the Web Widget channel.
// Reference: Chatwoot app/controllers/api/v1/widget_messages_controller.rb
// + app/services/web_widget/send_on_web_widget_service.rb
// + app/javascript/widget/sdk.js (frontend SDK)
//
// The Widget is a public-facing API — no agent JWT required.
// Contact identity is established via widget_token (pubsub_token in Chatwoot),
// which is issued on widget init/auth and carried in subsequent requests.
type WidgetService struct {
	inboxRepo        *repository.InboxRepo
	contactRepo      *repository.ContactRepo
	contactInboxRepo *repository.ContactInboxRepo
	conversationRepo *repository.ConversationRepo
	messageRepo      *repository.MessageRepo
	typingIndicator  TypingIndicator
	themeConfigRepo  *repository.WidgetThemeConfigRepo
	preChatFormRepo  *repository.PreChatFormRepo
fileUploadRepo      *repository.WidgetFileUploadRepo
	offlineMessageRepo  *repository.WidgetOfflineMessageRepo
}

// NewWidgetService creates a new Widget service.
func NewWidgetService(
	inboxRepo *repository.InboxRepo,
	contactRepo *repository.ContactRepo,
	contactInboxRepo *repository.ContactInboxRepo,
	conversationRepo *repository.ConversationRepo,
	messageRepo *repository.MessageRepo,
	typingIndicator TypingIndicator,
	themeConfigRepo *repository.WidgetThemeConfigRepo,
	preChatFormRepo *repository.PreChatFormRepo,
	fileUploadRepo *repository.WidgetFileUploadRepo,
	offlineMessageRepo *repository.WidgetOfflineMessageRepo,
) *WidgetService {
	return &WidgetService{
		inboxRepo:        inboxRepo,
		contactRepo:      contactRepo,
		contactInboxRepo: contactInboxRepo,
		conversationRepo: conversationRepo,
		messageRepo:      messageRepo,
		typingIndicator:  typingIndicator,
		themeConfigRepo:  themeConfigRepo,
		preChatFormRepo:  preChatFormRepo,
		fileUploadRepo:       fileUploadRepo,
		offlineMessageRepo:  offlineMessageRepo,
	}
}

// --- DTOs ---

// WidgetInitRequest is the DTO for the /widget/init endpoint.
// Reference: Chatwoot widget SDK init — website_token identifies the inbox,
// contact attributes are optional (anonymous visitor if not provided).
type WidgetInitRequest struct {
	WebsiteToken string `json:"website_token" validate:"required"`
	ContactName  string `json:"contact_name,omitempty"`
	ContactEmail string `json:"contact_email,omitempty"`
	ContactPhone string `json:"contact_phone,omitempty"`
	Identifier   string `json:"identifier,omitempty"`
	HMACVerified bool   `json:"hmac_verified,omitempty"` // true if client validated HMAC
}

// WidgetInitResponse is returned after successful widget init/auth.
// Contains widget_token for subsequent requests + inbox config for UI rendering.
type WidgetInitResponse struct {
	WidgetToken    string          `json:"widget_token"` // pubsub_token for WebSocket + auth
	ContactID      uint            `json:"contact_id"`
	ContactInboxID uint            `json:"contact_inbox_id"`
	InboxID        uint            `json:"inbox_id"`
	AccountID      uint            `json:"account_id"`
	WidgetConfig   WebWidgetConfig `json:"widget_config"`
}

// WidgetSendMessageRequest is the DTO for the /widget/messages endpoint.
// Reference: Chatwoot WidgetMessagesController#create
type WidgetSendMessageRequest struct {
	WidgetToken    string `json:"widget_token" validate:"required"`
	Content        string `json:"content" validate:"required"`
	ContentType    string `json:"content_type,omitempty"`    // default: text
	ConversationID *uint  `json:"conversation_id,omitempty"` // nil → create new conversation
}

// WidgetSendMessageResponse is returned after sending a message.
type WidgetSendMessageResponse struct {
	ConversationID uint          `json:"conversation_id"`
	Message        model.Message `json:"message"`
}

// WidgetGetCableTokenResponse returns the pubsub_token for WebSocket connection.
// Reference: Chatwoot widget SDK — fetches token for ActionCable subscription
type WidgetGetCableTokenResponse struct {
	PubsubToken string `json:"pubsub_token"`
	ContactID   uint   `json:"contact_id"`
	InboxID     uint   `json:"inbox_id"`
	AccountID   uint   `json:"account_id"`
}

// --- Service methods ---

// Init authenticates/creates a contact for the widget and returns a widget_token.
// Reference: Chatwoot widget SDK init flow — website_token → inbox lookup →
// contact creation/identification → pubsub_token generation → UI config delivery
//
// Flow:
//  1. Resolve inbox by website_token (from channel_config JSON)
//  2. Find or create contact (by email/phone/identifier, or anonymous)
//  3. Find or create ContactInbox (join table with pubsub_token)
//  4. Return widget_token (= pubsub_token) + config
func (s *WidgetService) Init(ctx context.Context, req WidgetInitRequest) (*WidgetInitResponse, error) {
	if req.WebsiteToken == "" {
		return nil, errors.New("website_token is required")
	}

	// Step 1: Find inbox by website_token in channel_config
	inbox, err := s.findInboxByWebsiteToken(ctx, req.WebsiteToken)
	if err != nil {
		return nil, fmt.Errorf("invalid website_token: %w", err)
	}
	if !inbox.Enabled {
		return nil, errors.New("inbox is disabled")
	}

	// Parse widget config
	widgetConfig, err := ParseWebWidgetConfig(inbox.ChannelConfig)
	if err != nil {
		return nil, fmt.Errorf("invalid widget config: %w", err)
	}

	// Step 2: Find or create contact
	contact, err := s.findOrCreateWidgetContact(ctx, inbox.AccountID, req)
	if err != nil {
		return nil, fmt.Errorf("failed to identify contact: %w", err)
	}

	// Step 3: Find or create ContactInbox
	contactInbox, err := s.findOrCreateContactInbox(ctx, contact.ID, inbox.ID)
	if err != nil {
		return nil, fmt.Errorf("failed to create contact inbox: %w", err)
	}

	applogger.L().Infof("Widget init: contact=%d inbox=%d contactInbox=%d token=%s",
		contact.ID, inbox.ID, contactInbox.ID, contactInbox.PubsubToken)

	return &WidgetInitResponse{
		WidgetToken:    contactInbox.PubsubToken,
		ContactID:      contact.ID,
		ContactInboxID: contactInbox.ID,
		InboxID:        inbox.ID,
		AccountID:      inbox.AccountID,
		WidgetConfig:   *widgetConfig,
	}, nil
}

// SendMessage sends a message from a widget contact.
// Reference: Chatwoot WidgetMessagesController#create
// If no conversation_id is provided, creates a new conversation.
func (s *WidgetService) SendMessage(ctx context.Context, req WidgetSendMessageRequest) (*WidgetSendMessageResponse, error) {
	if req.WidgetToken == "" {
		return nil, errors.New("widget_token is required")
	}
	if req.Content == "" {
		return nil, errors.New("content is required")
	}

	// Resolve contact by pubsub_token
	contactInbox, err := s.contactInboxRepo.FindByPubsubToken(ctx, req.WidgetToken)
	if err != nil {
		return nil, fmt.Errorf("invalid widget_token: %w", err)
	}

	contentType := req.ContentType
	if contentType == "" {
		contentType = "text"
	}

	// Resolve conversation
	var conversation *model.Conversation
	if req.ConversationID != nil {
		conversation, err = s.conversationRepo.FindByID(ctx, *req.ConversationID)
		if err != nil {
			return nil, fmt.Errorf("conversation not found: %w", err)
		}
		// Verify conversation belongs to this contact
		if conversation.ContactID != contactInbox.ContactID {
			return nil, errors.New("conversation does not belong to this contact")
		}
	} else {
		// Create new conversation
		conversation, err = s.createWidgetConversation(ctx, contactInbox)
		if err != nil {
			return nil, fmt.Errorf("failed to create conversation: %w", err)
		}
	}

	// Create message
	msg := model.Message{
		ConversationID: conversation.ID,
		AccountID:      conversation.AccountID,
		InboxID:        conversation.InboxID,
		SenderID:       &contactInbox.ContactID,
		SenderType:     "Contact",
		Content:        req.Content,
		ContentType:    contentType,
		MessageType:    "incoming",
		Status:         "sent",
	}

	if err := s.messageRepo.Create(ctx, &msg); err != nil {
		return nil, fmt.Errorf("failed to create message: %w", err)
	}

	applogger.L().Infof("Widget message: contact=%d conversation=%d message=%d",
		contactInbox.ContactID, conversation.ID, msg.ID)

	return &WidgetSendMessageResponse{
		ConversationID: conversation.ID,
		Message:        msg,
	}, nil
}

// GetConversations returns conversations for a widget contact.
// Reference: Chatwoot widget SDK — fetches conversation list
func (s *WidgetService) GetConversations(ctx context.Context, widgetToken string) ([]model.Conversation, error) {
	contactInbox, err := s.contactInboxRepo.FindByPubsubToken(ctx, widgetToken)
	if err != nil {
		return nil, fmt.Errorf("invalid widget_token: %w", err)
	}

	conversations, _, err := s.conversationRepo.FindByContact(
		ctx, contactInbox.Contact.AccountID, contactInbox.ContactID, 0, 50)
	if err != nil {
		return nil, err
	}
	return conversations, nil
}

// GetMessages returns messages for a conversation belonging to a widget contact.
func (s *WidgetService) GetMessages(ctx context.Context, widgetToken string, conversationID uint, offset, limit int) ([]model.Message, int64, error) {
	contactInbox, err := s.contactInboxRepo.FindByPubsubToken(ctx, widgetToken)
	if err != nil {
		return nil, 0, fmt.Errorf("invalid widget_token: %w", err)
	}

	// Verify conversation belongs to this contact
	conversation, err := s.conversationRepo.FindByID(ctx, conversationID)
	if err != nil {
		return nil, 0, err
	}
	if conversation.ContactID != contactInbox.ContactID {
		return nil, 0, errors.New("conversation does not belong to this contact")
	}

	return s.messageRepo.FindByConversation(ctx, conversationID, offset, limit)
}

// GetCableToken returns the pubsub_token for WebSocket connection.
// Reference: Chatwoot widget SDK — fetches token for ActionCable subscription
// The contact connects to /cable with pubsub_token to receive real-time events.
func (s *WidgetService) GetCableToken(ctx context.Context, widgetToken string) (*WidgetGetCableTokenResponse, error) {
	contactInbox, err := s.contactInboxRepo.FindByPubsubToken(ctx, widgetToken)
	if err != nil {
		return nil, fmt.Errorf("invalid widget_token: %w", err)
	}

	// Resolve inbox to get account_id
	inbox, err := s.inboxRepo.FindByID(ctx, contactInbox.InboxID)
	if err != nil {
		return nil, fmt.Errorf("inbox not found: %w", err)
	}

	return &WidgetGetCableTokenResponse{
		PubsubToken: contactInbox.PubsubToken,
		ContactID:   contactInbox.ContactID,
		InboxID:     contactInbox.InboxID,
		AccountID:   inbox.AccountID,
	}, nil
}

// UpdateContact updates the contact's profile from the widget.
// Reference: Chatwoot widget SDK — update contact name/email
func (s *WidgetService) UpdateContact(ctx context.Context, widgetToken string, name, email string) (*model.Contact, error) {
	contactInbox, err := s.contactInboxRepo.FindByPubsubToken(ctx, widgetToken)
	if err != nil {
		return nil, fmt.Errorf("invalid widget_token: %w", err)
	}

	contact, err := s.contactRepo.FindByID(ctx, contactInbox.ContactID)
	if err != nil {
		return nil, err
	}

	if name != "" {
		contact.Name = name
	}
	if email != "" {
		contact.Email = email
	}

	if err := s.contactRepo.Update(ctx, contact); err != nil {
		return nil, err
	}
	return contact, nil
}

// ToggleTyping signals that the widget contact is typing or stopped typing.
// Reference: Chatwoot ConversationTypingOnJob / ConversationTypingOffJob
func (s *WidgetService) ToggleTyping(ctx context.Context, widgetToken string, conversationID uint, typing bool) error {
	contactInbox, err := s.contactInboxRepo.FindByPubsubToken(ctx, widgetToken)
	if err != nil {
		return fmt.Errorf("invalid widget_token: %w", err)
	}

	conversation, err := s.conversationRepo.FindByID(ctx, conversationID)
	if err != nil {
		return fmt.Errorf("conversation not found: %w", err)
	}

	// Verify conversation belongs to this contact
	if conversation.ContactID != contactInbox.ContactID {
		return errors.New("conversation does not belong to this contact")
	}

	performer := &ws.Performer{
		ID:   contactInbox.ContactID,
		Name: contactInbox.Contact.Name,
		Type: "contact",
	}

	if typing {
		return s.typingIndicator.SetTypingOn(ctx, conversation.AccountID, conversationID, performer)
	}
	return s.typingIndicator.SetTypingOff(ctx, conversation.AccountID, conversationID, performer)
}

// --- Helper methods ---

// findInboxByWebsiteToken scans all web_widget inboxes to find one with matching
// website_token in its channel_config JSON. Website tokens are unique per inbox.
func (s *WidgetService) findInboxByWebsiteToken(ctx context.Context, websiteToken string) (*model.Inbox, error) {
	inboxes, err := s.inboxRepo.FindByChannelType(ctx, "web_widget", 500)
	if err != nil || len(inboxes) == 0 {
		return nil, fmt.Errorf("no web_widget inboxes found: %w", err)
	}

	for _, inbox := range inboxes {
		config, err := ParseWebWidgetConfig(inbox.ChannelConfig)
		if err != nil {
			continue
		}
		if config.WebsiteToken == websiteToken {
			return &inbox, nil
		}
	}

	return nil, fmt.Errorf("no inbox found for website_token %s", websiteToken)
}

// GetInboxByWebsiteToken is the public wrapper for findInboxByWebsiteToken,
// used by the widget handler's offline message submission endpoint.
func (s *WidgetService) GetInboxByWebsiteToken(ctx context.Context, websiteToken string) (*model.Inbox, error) {
	return s.findInboxByWebsiteToken(ctx, websiteToken)
}

// findOrCreateWidgetContact identifies or creates a contact for the widget session.
// If email/phone/identifier is provided, tries to find existing contact.
// If none found or no identifiers provided, creates an anonymous contact.
func (s *WidgetService) findOrCreateWidgetContact(ctx context.Context, accountID uint, req WidgetInitRequest) (*model.Contact, error) {
	// Try to find existing contact by email (FindByEmail takes accountID + email)
	if req.ContactEmail != "" {
		contact, err := s.contactRepo.FindByEmail(ctx, accountID, req.ContactEmail)
		if err == nil {
			return contact, nil
		}
	}
	// Try to find existing contact by identifier or phone using Search
	if req.Identifier != "" || req.ContactPhone != "" {
		searchQuery := req.Identifier
		if searchQuery == "" {
			searchQuery = req.ContactPhone
		}
		contacts, _, err := s.contactRepo.Search(ctx, accountID, searchQuery, 0, 5, "id ASC", search.SearchModeILike)
		if err == nil && len(contacts) > 0 {
			return &contacts[0], nil
		}
	}

	// Create new contact
	name := req.ContactName
	if name == "" {
		name = "Anonymous Visitor"
	}

	contact := model.Contact{
		AccountID:   accountID,
		Name:        name,
		Email:       req.ContactEmail,
		PhoneNumber: req.ContactPhone,
		Identifier:  req.Identifier,
		ContactType: "visitor",
	}

	if err := s.contactRepo.Create(ctx, &contact); err != nil {
		return nil, err
	}

	return &contact, nil
}

// findOrCreateContactInbox ensures a ContactInbox exists for the contact+inbox pair.
// Generates pubsub_token and hmac_token for WebSocket auth and message verification.
func (s *WidgetService) findOrCreateContactInbox(ctx context.Context, contactID, inboxID uint) (*model.ContactInbox, error) {
	// Check if one already exists
	ci, err := s.contactInboxRepo.FindByContactAndInbox(ctx, contactID, inboxID)
	if err == nil {
		// If pubsub_token is empty, generate one
		if ci.PubsubToken == "" {
			pubsubToken, err := generateToken(32)
			if err != nil {
				return nil, fmt.Errorf("failed to generate pubsub_token: %w", err)
			}
			hmacToken, err := generateToken(32)
			if err != nil {
				return nil, fmt.Errorf("failed to generate hmac_token: %w", err)
			}
			ci.PubsubToken = pubsubToken
			ci.HMACToken = hmacToken
			if err := s.contactInboxRepo.Update(ctx, ci); err != nil {
				return nil, err
			}
		}
		return ci, nil
	}

	// Create new ContactInbox
	pubsubToken, err := generateToken(32)
	if err != nil {
		return nil, fmt.Errorf("failed to generate pubsub_token: %w", err)
	}
	hmacToken, err := generateToken(32)
	if err != nil {
		return nil, fmt.Errorf("failed to generate hmac_token: %w", err)
	}
	sourceID := strconv.FormatUint(uint64(contactID), 10)
	ci = &model.ContactInbox{
		ContactID:   contactID,
		InboxID:     inboxID,
		SourceID:    sourceID,
		PubsubToken: pubsubToken,
		HMACToken:   hmacToken,
	}

	if err := s.contactInboxRepo.Create(ctx, ci); err != nil {
		return nil, err
	}
	return ci, nil
}

// createWidgetConversation creates a new conversation for a widget contact.
func (s *WidgetService) createWidgetConversation(ctx context.Context, contactInbox *model.ContactInbox) (*model.Conversation, error) {
	inbox, err := s.inboxRepo.FindByID(ctx, contactInbox.InboxID)
	if err != nil {
		return nil, err
	}

	conversation := model.Conversation{
		AccountID:      inbox.AccountID,
		InboxID:        inbox.ID,
		ContactID:      contactInbox.ContactID,
		ContactInboxID: &contactInbox.ID,
		Status:         "open",
		ChannelType:    inbox.ChannelType,
		Channel:        inbox.ChannelType,
	}

	if err := s.conversationRepo.Create(ctx, &conversation); err != nil {
		return nil, err
	}
	return &conversation, nil
}

// VerifyHMAC validates the HMAC signature from the widget client.
// Reference: Chatwoot web_widget HMAC verification — ensures the client
// hasn't tampered with the identifier (used for authenticated contacts).
func VerifyHMAC(hmacToken, identifier, signature string) bool {
	if hmacToken == "" || identifier == "" || signature == "" {
		return false
	}
	mac := hmac.New(sha256.New, []byte(hmacToken))
	mac.Write([]byte(identifier))
	expectedMAC := hex.EncodeToString(mac.Sum(nil))
	return hmac.Equal([]byte(signature), []byte(expectedMAC))
}

// ParseWebWidgetConfig parses the JSON channel_config string into WebWidgetConfig.
func ParseWebWidgetConfig(channelConfig string) (*WebWidgetConfig, error) {
	if channelConfig == "" {
		return nil, errors.New("empty channel_config")
	}
	var config WebWidgetConfig
	if err := json.Unmarshal([]byte(channelConfig), &config); err != nil {
		return nil, fmt.Errorf("invalid JSON: %w", err)
	}
	return &config, nil
}

// --- Offline Message Methods ---
// Reference: Chatwoot's offline messaging feature — when no agents are available
// (outside business hours or all agents offline), visitors can submit messages
// that get stored and later converted to conversations when an agent returns.

// SubmitOfflineMessage stores a message from a visitor when agents are offline.
// Returns the created offline message record.
func (s *WidgetService) SubmitOfflineMessage(ctx context.Context, inboxID uint, accountID uint, submission *model.WidgetOfflineMessageSubmission, referer, browserInfo string) (*model.WidgetOfflineMessage, error) {
	msg := &model.WidgetOfflineMessage{
		InboxID:        inboxID,
		AccountID:      accountID,
		ContactName:    submission.Name,
		ContactEmail:   submission.Email,
		ContactPhone:   submission.Phone,
		ContactCompany: submission.Company,
		ContactCity:    submission.City,
		ContactCountry: submission.Country,
		Content:        submission.Message,
		Referer:        referer,
		BrowserInfo:    browserInfo,
		Status:         model.OfflineStatusPending,
	}
	if err := s.offlineMessageRepo.Create(ctx, msg); err != nil {
		return nil, fmt.Errorf("failed to create offline message: %w", err)
	}
	return msg, nil
}

// GetOfflineMessages retrieves all pending offline messages for an inbox.
func (s *WidgetService) GetOfflineMessages(ctx context.Context, inboxID uint) ([]model.WidgetOfflineMessage, error) {
	return s.offlineMessageRepo.FindByInboxID(ctx, inboxID)
}

// ListOfflineMessagesByAccount retrieves paginated offline messages for an account (admin view).
func (s *WidgetService) ListOfflineMessagesByAccount(ctx context.Context, accountID uint, page, pageSize int) ([]model.WidgetOfflineMessage, int64, error) {
	offset := (page - 1) * pageSize
	return s.offlineMessageRepo.FindByAccountID(ctx, accountID, offset, pageSize)
}

// ConvertOfflineMessageToConversation creates a conversation + first message
// from a pending offline message, then marks it as converted.
// This is the Chatwoot pattern: when an agent comes online (or manually picks up
// an offline message), it becomes a real conversation the agent can respond to.
func (s *WidgetService) ConvertOfflineMessageToConversation(ctx context.Context, offlineMsgID uint) (*model.Conversation, *model.Message, error) {
	// 1. Find the offline message
	offlineMsg, err := s.offlineMessageRepo.FindByID(ctx, offlineMsgID)
	if err != nil {
		return nil, nil, fmt.Errorf("offline message not found: %w", err)
	}
	if offlineMsg.Status != model.OfflineStatusPending {
		return nil, nil, fmt.Errorf("offline message is not pending (status=%s)", offlineMsg.Status)
	}

	// 2. Resolve the inbox
	inbox, err := s.inboxRepo.FindByID(ctx, offlineMsg.InboxID)
	if err != nil {
		return nil, nil, fmt.Errorf("inbox not found: %w", err)
	}

	// 3. Find or create a contact from the offline message's contact info
	contact, err := s.findOrCreateContactFromOfflineMessage(ctx, inbox.AccountID, offlineMsg)
	if err != nil {
		return nil, nil, fmt.Errorf("failed to identify contact: %w", err)
	}

	// 4. Find or create ContactInbox
	contactInbox, err := s.findOrCreateContactInbox(ctx, contact.ID, inbox.ID)
	if err != nil {
		return nil, nil, fmt.Errorf("failed to create contact inbox: %w", err)
	}

	// 5. Create a new conversation
	conversation := &model.Conversation{
		AccountID:      inbox.AccountID,
		InboxID:        inbox.ID,
		ContactID:      contact.ID,
		ContactInboxID: &contactInbox.ID,
		Status:         string(model.ConversationStatusOpen),
		ChannelType:    string(model.InboxChannelTypeWebWidget),
	}
	if err := s.conversationRepo.Create(ctx, conversation); err != nil {
		return nil, nil, fmt.Errorf("failed to create conversation: %w", err)
	}

	// 6. Create the first message from the offline message content
	message := &model.Message{
		ConversationID: conversation.ID,
		AccountID:      inbox.AccountID,
		InboxID:        inbox.ID,
		SenderType:     "contact",
		Content:        offlineMsg.Content,
		ContentType:    "text",
		MessageType:    string(model.MessageTypeIncoming),
	}
	if err := s.messageRepo.Create(ctx, message); err != nil {
		return nil, nil, fmt.Errorf("failed to create message: %w", err)
	}

	// 7. Mark the offline message as converted
	if err := s.offlineMessageRepo.MarkConverted(ctx, offlineMsgID, conversation.ID); err != nil {
		return nil, nil, fmt.Errorf("failed to mark offline message as converted: %w", err)
	}

	return conversation, message, nil
}

// findOrCreateContactFromOfflineMessage creates a contact from an offline message's
// visitor info (name, email). If email matches an existing contact, reuse it.
func (s *WidgetService) findOrCreateContactFromOfflineMessage(ctx context.Context, accountID uint, offlineMsg *model.WidgetOfflineMessage) (*model.Contact, error) {
	// Try to find by email first
	if offlineMsg.ContactEmail != "" {
		contact, err := s.contactRepo.FindByEmail(ctx, accountID, offlineMsg.ContactEmail)
		if err == nil && contact != nil {
			return contact, nil
		}
	}

	// Create new contact
	contact := &model.Contact{
		AccountID:   accountID,
		Name:        offlineMsg.ContactName,
		Email:       offlineMsg.ContactEmail,
		PhoneNumber: offlineMsg.ContactPhone,
	}
	if err := s.contactRepo.Create(ctx, contact); err != nil {
		return nil, err
	}
	return contact, nil
}

// MarkOfflineMessageConverted marks an offline message as converted to a conversation.
func (s *WidgetService) MarkOfflineMessageConverted(ctx context.Context, offlineMsgID uint, conversationID uint) error {
	return s.offlineMessageRepo.MarkConverted(ctx, offlineMsgID, conversationID)
}

// DismissOfflineMessage marks an offline message as dismissed by an agent.
func (s *WidgetService) DismissOfflineMessage(ctx context.Context, offlineMsgID uint) error {
	return s.offlineMessageRepo.MarkDismissed(ctx, offlineMsgID)
}

// CountPendingOfflineMessages returns how many pending offline messages exist for an inbox.
func (s *WidgetService) CountPendingOfflineMessages(ctx context.Context, inboxID uint) (int64, error) {
	return s.offlineMessageRepo.CountPendingByInboxID(ctx, inboxID)
}