gochat/backend/internal/automation/action_service.go

package automation

import (
	"context"
	"encoding/json"
	"fmt"
	"strconv"
	"strings"
	"time"

	"github.com/gochat/gochat/internal/model"
	"github.com/gochat/gochat/internal/worker"
	applogger "github.com/gochat/gochat/pkg/logger"
	"gorm.io/gorm"
)

// ActionSource identifies who triggered the action execution.
// Reference: Chatwoot stamps automation_rule_id for rule actions, user info for macro actions
type ActionSource string

const (
	ActionSourceAutomation ActionSource = "automation_rule"
	ActionSourceMacro      ActionSource = "macro"
	ActionSourceUser       ActionSource = "user"
	ActionSourceBotRule    ActionSource = "bot_rule" // AgentBot automation rule execution
)

// ActionService provides the shared base for executing automation and macro actions.
// Reference: Chatwoot ActionService — 14 handlers shared between AutomationRules and Macros.
// AutomationRules::ActionService stamps automation_rule_id. Macros::ExecutionService stamps user info.
type ActionService struct {
	db                  DBProvider
	webhookDeliverer    AutomationWebhookDeliverer
	transcriptDeliverer AutomationTranscriptDeliverer
	worker              *worker.WorkerPool
	searchIndexer       ActionSearchIndexer
}

// ActionSearchIndexer is the narrow search synchronization boundary needed by
// automation and macro actions. service.DurableSearchIndexer satisfies it.
type ActionSearchIndexer interface {
	IndexConversation(ctx context.Context, conversation *model.Conversation) error
	IndexMessage(ctx context.Context, message *model.Message) error
	IndexContact(ctx context.Context, contact *model.Contact) error
}

var defaultWebhookDelivererFactory = func() AutomationWebhookDeliverer {
	return NewHTTPAutomationWebhookDeliverer(nil, defaultActionDeliveryAttempts, 0)
}

var defaultTranscriptDelivererFactory = func() AutomationTranscriptDeliverer {
	return NewEnvAutomationTranscriptDeliverer()
}

// NewActionService creates a new ActionService.
func NewActionService(db DBProvider) *ActionService {
	return &ActionService{
		db:                  db,
		webhookDeliverer:    defaultWebhookDelivererFactory(),
		transcriptDeliverer: defaultTranscriptDelivererFactory(),
	}
}

func NewActionServiceWithWorker(db DBProvider, wp *worker.WorkerPool) *ActionService {
	s := NewActionService(db)
	s.SetWorkerPool(wp)
	return s
}

func (s *ActionService) SetWorkerPool(wp *worker.WorkerPool) {
	s.worker = wp
	RegisterActionDeliveryJobs(wp, s.db)
}

func (s *ActionService) SetSearchIndexer(indexer ActionSearchIndexer) {
	s.searchIndexer = indexer
}

func setAutomationActionDeliverersForTest(webhook AutomationWebhookDeliverer, transcript AutomationTranscriptDeliverer) func() {
	originalWebhookFactory := defaultWebhookDelivererFactory
	originalTranscriptFactory := defaultTranscriptDelivererFactory
	defaultWebhookDelivererFactory = func() AutomationWebhookDeliverer { return webhook }
	defaultTranscriptDelivererFactory = func() AutomationTranscriptDeliverer { return transcript }
	return func() {
		defaultWebhookDelivererFactory = originalWebhookFactory
		defaultTranscriptDelivererFactory = originalTranscriptFactory
	}
}

// Execute runs a single action on a conversation.
// source and sourceID provide the audit trail (automation_rule_id or macro_id or user_id).
// Template variables in action params (e.g. {{contact.name}}) are resolved before execution.
func (s *ActionService) Execute(ctx context.Context, accountID uint, conversationID uint, action Action, source ActionSource, sourceID uint) error {
	_, err := s.ExecuteWithResult(ctx, accountID, conversationID, action, source, sourceID)
	return err
}

// ExecuteWithResult runs a single action and returns metadata suitable for
// AutomationExecution.action_results.
func (s *ActionService) ExecuteWithResult(ctx context.Context, accountID uint, conversationID uint, action Action, source ActionSource, sourceID uint) (ActionExecutionResult, error) {
	applogger.L().Infof("executing action %s (source=%s, sourceID=%d) on conversation %d", action.ActionName, source, sourceID, conversationID)
	result := ActionExecutionResult{ActionName: action.ActionName}

	// Resolve template variables in action params before executing the action.
	// This allows actions like send_message to use {{contact.name}}, {{conversation.status}}, etc.
	resolvedAction, err := s.resolveTemplateVars(ctx, conversationID, action)
	if err != nil {
		applogger.L().Warnf("template variable resolution failed for action %s on conversation %d: %v", action.ActionName, conversationID, err)
		// Continue with unresolved params — template resolution failure should not block action execution
		resolvedAction = action
	}
	result.ActionName = resolvedAction.ActionName

	var deliveryResult ActionDeliveryResult
	var messageIDs []uint
	indexConversation := false
	indexContact := false

	switch resolvedAction.ActionName {
	case "send_message":
		var msg *model.Message
		msg, err = s.handleSendMessage(ctx, accountID, conversationID, resolvedAction, source, sourceID)
		if msg != nil {
			messageIDs = append(messageIDs, msg.ID)
			indexConversation = true
		}
	case "send_email_to_team":
		deliveryResult, err = s.handleSendEmailToTeam(ctx, accountID, conversationID, resolvedAction)
	case "add_label":
		err = s.handleAddLabel(ctx, accountID, conversationID, resolvedAction)
		indexConversation = true
	case "remove_label":
		err = s.handleRemoveLabel(ctx, accountID, conversationID, resolvedAction)
		indexConversation = true
	case "assign_agent":
		err = s.handleAssignAgent(ctx, accountID, conversationID, resolvedAction)
		indexConversation = true
	case "assign_team":
		err = s.handleAssignTeam(ctx, accountID, conversationID, resolvedAction)
		indexConversation = true
	case "remove_assigned_agent":
		err = s.handleRemoveAssignedAgent(ctx, accountID, conversationID)
		indexConversation = true
	case "remove_assigned_team":
		err = s.handleRemoveAssignedTeam(ctx, accountID, conversationID)
		indexConversation = true
	case "send_webhook_event":
		deliveryResult, err = s.handleSendWebhookEvent(ctx, accountID, conversationID, resolvedAction, source)
	case "mute_conversation":
		err = s.handleMuteConversation(ctx, accountID, conversationID)
		indexConversation = true
		indexContact = true
	case "change_status":
		err = s.handleChangeStatus(ctx, accountID, conversationID, resolvedAction)
		indexConversation = true
	case "resolve_conversation":
		err = s.handleChangeStatus(ctx, accountID, conversationID, Action{
			ActionName:   "change_status",
			ActionParams: map[string]interface{}{"status": "resolved"},
		})
		indexConversation = true
	case "open_conversation":
		err = s.handleChangeStatus(ctx, accountID, conversationID, Action{
			ActionName:   "change_status",
			ActionParams: map[string]interface{}{"status": "open"},
		})
		indexConversation = true
	case "pending_conversation":
		err = s.handleChangeStatus(ctx, accountID, conversationID, Action{
			ActionName:   "change_status",
			ActionParams: map[string]interface{}{"status": "pending"},
		})
		indexConversation = true
	case "snooze_conversation":
		err = s.handleChangeStatus(ctx, accountID, conversationID, Action{
			ActionName:   "change_status",
			ActionParams: map[string]interface{}{"status": "snoozed"},
		})
		indexConversation = true
	case "change_priority":
		err = s.handleChangePriority(ctx, accountID, conversationID, resolvedAction)
		indexConversation = true
	case "add_sla":
		err = s.handleAddSla(ctx, accountID, conversationID, resolvedAction)
		indexConversation = true
	case "send_email_transcript":
		deliveryResult, err = s.handleSendEmailTranscript(ctx, accountID, conversationID, resolvedAction)
	case "send_attachment":
		var msg *model.Message
		msg, err = s.handleSendAttachment(ctx, accountID, conversationID, resolvedAction)
		if msg != nil {
			messageIDs = append(messageIDs, msg.ID)
			indexConversation = true
		}
	case "add_private_note":
		var msg *model.Message
		msg, err = s.handleAddPrivateNote(ctx, accountID, conversationID, resolvedAction, source, sourceID)
		if msg != nil {
			messageIDs = append(messageIDs, msg.ID)
			indexConversation = true
		}
	default:
		err = fmt.Errorf("unsupported action: %s", resolvedAction.ActionName)
	}

	applyDeliveryResult(&result, deliveryResult)
	if err != nil {
		result.Status = ExecutionStatusFailed
		result.Error = err.Error()
		return result, err
	}
	s.indexActionSearchDocuments(ctx, accountID, conversationID, messageIDs, indexConversation, indexContact)
	result.Status = ExecutionStatusSuccess
	return result, nil
}

// resolveTemplateVars builds a TemplateContext for the given conversation and resolves
// all {{variable}} placeholders in the action's params.
func (s *ActionService) resolveTemplateVars(ctx context.Context, conversationID uint, action Action) (Action, error) {
	builder := NewTemplateContextBuilder(s.db)
	tctx, err := builder.Build(ctx, conversationID)
	if err != nil {
		return action, err
	}

	resolvedParams := ResolveActionParams(action.ActionParams, tctx)
	return Action{
		ActionName:   action.ActionName,
		ActionParams: resolvedParams,
	}, nil
}

// ===========================
// Action Handlers
// ===========================

// handleSendMessage sends a message to the conversation.
// Reference: Chatwoot send_message action — creates an outgoing message in the conversation
func (s *ActionService) handleSendMessage(ctx context.Context, accountID, conversationID uint, action Action, source ActionSource, sourceID uint) (*model.Message, error) {
	content, _ := action.ActionParams["content"].(string)
	if content == "" {
		return nil, fmt.Errorf("send_message action requires 'content' param")
	}

	// Determine sender: for automation, use the bot/user who owns the rule
	senderID := sourceID
	senderType := "bot"
	if source == ActionSourceMacro || source == ActionSourceUser {
		senderType = "agent"
	}

	msg := &model.Message{
		ConversationID: conversationID,
		AccountID:      accountID,
		SenderID:       &senderID,
		SenderType:     senderType,
		Content:        content,
		ContentType:    "text",
		MessageType:    "outgoing",
		Private:        false,
	}

	if err := s.db.DB().WithContext(ctx).Create(msg).Error; err != nil {
		return nil, err
	}
	return msg, nil
}

// handleSendEmailToTeam sends Chatwoot-style automation team notifications.
// Reference: AutomationRules::ActionService#send_email_to_team receives
// { team_ids, message } and sends one email to each member of each team.
func (s *ActionService) handleSendEmailToTeam(ctx context.Context, accountID, conversationID uint, action Action) (ActionDeliveryResult, error) {
	teamIDs := extractUintSlice(action.ActionParams, "team_ids", "team_id")
	message := firstStringParam(action.ActionParams, "message", "content")
	if len(teamIDs) == 0 {
		return ActionDeliveryResult{DeliveryType: "team_email"}, fmt.Errorf("send_email_to_team action requires 'team_ids' param")
	}

	if s.worker != nil {
		for _, teamID := range teamIDs {
			_, err := s.worker.Enqueue(ctx, TaskTypeAutomationTeamEmailDelivery, automationTeamEmailDeliveryJob{
				AccountID:      accountID,
				ConversationID: conversationID,
				TeamID:         teamID,
				Message:        message,
			}, worker.WithQueue("automation"), worker.WithMaxAttempts(defaultActionDeliveryAttempts))
			if err != nil {
				return ActionDeliveryResult{DeliveryType: "team_email", Target: joinUintTargets(teamIDs)}, err
			}
		}
		return ActionDeliveryResult{DeliveryType: "team_email", Target: joinUintTargets(teamIDs), ResponseBody: "queued", Queued: true}, nil
	}

	requests, err := s.buildTeamEmailRequests(ctx, accountID, conversationID, teamIDs, message)
	if err != nil {
		return ActionDeliveryResult{DeliveryType: "team_email", Target: joinUintTargets(teamIDs)}, err
	}
	aggregate := ActionDeliveryResult{DeliveryType: "team_email", Target: joinUintTargets(teamIDs)}
	for _, req := range requests {
		result, err := s.transcriptDeliverer.DeliverTranscript(ctx, req)
		aggregate.Attempts += result.Attempts
		aggregate.ResponseCode = result.ResponseCode
		aggregate.ResponseBody = result.ResponseBody
		aggregate.Retryable = result.Retryable
		if err != nil {
			return aggregate, err
		}
	}
	return aggregate, nil
}

// handleAddLabel adds a label to the conversation.
// Reference: Chatwoot add_label action — adds tag/label to conversation
func (s *ActionService) handleAddLabel(ctx context.Context, accountID, conversationID uint, action Action) error {
	labels := extractStringSlice(action.ActionParams, "labels")
	if len(labels) == 0 {
		// Single label param
		label, _ := action.ActionParams["label"].(string)
		if label == "" {
			return fmt.Errorf("add_label action requires 'label' or 'labels' param")
		}
		labels = []string{label}
	}

	// Create conversation_label records for each label
	for _, label := range labels {
		cl := &ConversationLabel{
			ConversationID: conversationID,
			Label:          label,
		}
		if err := s.db.DB().WithContext(ctx).Where(cl).FirstOrCreate(cl).Error; err != nil {
			applogger.L().Errorf("failed to add label '%s' to conversation %d: %v", label, conversationID, err)
			// Continue with remaining labels
		}
	}
	if err := s.mergeConversationLabels(ctx, accountID, conversationID, labels, nil); err != nil {
		return err
	}
	return nil
}

// handleRemoveLabel removes a label from the conversation.
// Reference: Chatwoot remove_label action
func (s *ActionService) handleRemoveLabel(ctx context.Context, accountID, conversationID uint, action Action) error {
	labels := extractStringSlice(action.ActionParams, "labels")
	if len(labels) == 0 {
		label, _ := action.ActionParams["label"].(string)
		if label == "" {
			return fmt.Errorf("remove_label action requires 'label' or 'labels' param")
		}
		labels = []string{label}
	}

	for _, label := range labels {
		if err := s.db.DB().WithContext(ctx).
			Where("conversation_id = ? AND label = ?", conversationID, label).
			Delete(&ConversationLabel{}).Error; err != nil {
			applogger.L().Errorf("failed to remove label '%s' from conversation %d: %v", label, conversationID, err)
		}
	}
	if err := s.mergeConversationLabels(ctx, accountID, conversationID, nil, labels); err != nil {
		return err
	}
	return nil
}

// handleAssignAgent assigns an agent to the conversation.
// Reference: Chatwoot assign_agent action — sets assignee_id on conversation
func (s *ActionService) handleAssignAgent(ctx context.Context, accountID, conversationID uint, action Action) error {
	assigneeID := extractUintParam(action.ActionParams, "assignee_id")

	// Support "self" assignment for macros — assigns the user executing the macro
	assigneeIDStr, _ := action.ActionParams["assignee_id"].(string)
	if assigneeIDStr == "self" {
		// For macros, sourceID is the user executing the macro
		assigneeID = sourceID(action)
	}

	return s.db.DB().WithContext(ctx).
		Model(&model.Conversation{}).
		Where("id = ? AND account_id = ?", conversationID, accountID).
		Update("assignee_id", assigneeID).Error
}

// handleAssignTeam assigns a team to the conversation.
// Reference: Chatwoot assign_team action — sets team_id on conversation
func (s *ActionService) handleAssignTeam(ctx context.Context, accountID, conversationID uint, action Action) error {
	teamID := extractUintParam(action.ActionParams, "team_id")
	return s.db.DB().WithContext(ctx).
		Model(&model.Conversation{}).
		Where("id = ? AND account_id = ?", conversationID, accountID).
		Update("team_id", teamID).Error
}

// handleRemoveAssignedAgent unassigns the agent from the conversation.
// Reference: Chatwoot remove_assigned_agent action — sets assignee_id to NULL
func (s *ActionService) handleRemoveAssignedAgent(ctx context.Context, accountID, conversationID uint) error {
	return s.db.DB().WithContext(ctx).
		Model(&model.Conversation{}).
		Where("id = ? AND account_id = ?", conversationID, accountID).
		Update("assignee_id", nil).Error
}

// handleRemoveAssignedTeam unassigns the team from the conversation.
// Reference: Chatwoot remove_assigned_team action — sets team_id to NULL
func (s *ActionService) handleRemoveAssignedTeam(ctx context.Context, accountID, conversationID uint) error {
	return s.db.DB().WithContext(ctx).
		Model(&model.Conversation{}).
		Where("id = ? AND account_id = ?", conversationID, accountID).
		Update("team_id", nil).Error
}

// handleSendWebhookEvent sends a webhook event for the conversation.
// Reference: Chatwoot send_webhook_event action — conversation.webhook_data + automation event.
func (s *ActionService) handleSendWebhookEvent(ctx context.Context, accountID, conversationID uint, action Action, source ActionSource) (ActionDeliveryResult, error) {
	url := firstStringParam(action.ActionParams, "url", "webhook_url")
	if url == "" {
		values := extractStringSlice(action.ActionParams, "values")
		if len(values) > 0 {
			url = values[0]
		}
	}
	if url == "" {
		return ActionDeliveryResult{DeliveryType: "webhook"}, fmt.Errorf("send_webhook_event action requires 'url' param")
	}
	eventName := firstStringParam(action.ActionParams, "_event_name", "event_name")
	webhookEvent := webhookEventForActionSource(source, eventName)
	payload, err := s.buildAutomationWebhookPayload(ctx, accountID, conversationID, eventName, webhookEvent)
	if err != nil {
		return ActionDeliveryResult{DeliveryType: "webhook", Target: url}, err
	}
	if s.worker != nil {
		_, err := s.worker.Enqueue(ctx, TaskTypeAutomationWebhookDelivery, automationWebhookDeliveryJob{
			AccountID:      accountID,
			ConversationID: conversationID,
			EventName:      eventName,
			WebhookEvent:   webhookEvent,
			URL:            url,
			Payload:        payload,
		}, worker.WithQueue("automation"), worker.WithMaxAttempts(defaultActionDeliveryAttempts))
		if err != nil {
			return ActionDeliveryResult{DeliveryType: "webhook", Target: url}, err
		}
		return ActionDeliveryResult{DeliveryType: "webhook", Target: url, ResponseBody: "queued", Queued: true}, nil
	}
	return s.webhookDeliverer.DeliverWebhook(ctx, AutomationWebhookRequest{
		AccountID:      accountID,
		ConversationID: conversationID,
		EventName:      eventName,
		WebhookEvent:   webhookEvent,
		URL:            url,
		Payload:        payload,
	})
}

func webhookEventForActionSource(source ActionSource, eventName string) string {
	if source == ActionSourceMacro {
		return "macro.executed"
	}
	return fmt.Sprintf("automation_event.%s", eventName)
}

// handleMuteConversation mutes notifications for the conversation.
// Reference: Chatwoot ActionService#mute_conversation delegates to Conversation#mute!.
func (s *ActionService) handleMuteConversation(ctx context.Context, accountID, conversationID uint) error {
	db := s.db.DB().WithContext(ctx)
	return db.Transaction(func(tx *gorm.DB) error {
		var conversation model.Conversation
		if err := tx.Where("id = ? AND account_id = ?", conversationID, accountID).First(&conversation).Error; err != nil {
			return err
		}

		if conversation.ContactID != 0 {
			if err := tx.Model(&model.Contact{}).
				Where("id = ? AND account_id = ?", conversation.ContactID, accountID).
				Update("blocked", true).Error; err != nil {
				return err
			}
		}

		return tx.Model(&model.Conversation{}).
			Where("id = ? AND account_id = ?", conversationID, accountID).
			Updates(map[string]any{"status": string(model.ConversationStatusResolved), "muted": true}).Error
	})
}

// handleChangeStatus changes the conversation status.
// Reference: Chatwoot change_status action — updates conversation status
func (s *ActionService) handleChangeStatus(ctx context.Context, accountID, conversationID uint, action Action) error {
	status, _ := action.ActionParams["status"].(string)
	if status == "" {
		return fmt.Errorf("change_status action requires 'status' param")
	}

	// Validate status against known values
	validStatuses := map[string]bool{
		"open":     true,
		"resolved": true,
		"pending":  true,
		"snoozed":  true,
	}
	if !validStatuses[status] {
		return fmt.Errorf("invalid status '%s'", status)
	}

	return s.db.DB().WithContext(ctx).
		Model(&model.Conversation{}).
		Where("id = ? AND account_id = ?", conversationID, accountID).
		Update("status", status).Error
}

// handleChangePriority changes the conversation priority.
// Reference: Chatwoot change_priority action
func (s *ActionService) handleChangePriority(ctx context.Context, accountID, conversationID uint, action Action) error {
	priority, _ := action.ActionParams["priority"].(string)
	if priority == "" {
		return fmt.Errorf("change_priority action requires 'priority' param")
	}

	validPriorities := map[string]bool{
		"urgent": true,
		"high":   true,
		"medium": true,
		"low":    true,
	}
	if !validPriorities[priority] {
		return fmt.Errorf("invalid priority '%s'", priority)
	}

	// Note: the conversation model doesn't currently have a priority field
	// This will be added in a future migration. For now, we store it in metadata.
	applogger.L().Infof("change_priority to '%s' for conversation %d", priority, conversationID)

	// Update priority field if it exists on the conversations table
	return s.db.DB().WithContext(ctx).
		Model(&model.Conversation{}).
		Where("id = ? AND account_id = ?", conversationID, accountID).
		Update("priority", priority).Error
}

// handleAddSla attaches an account-scoped SLA policy when the conversation
// does not already have one. Reference: Enterprise::ActionService#add_sla.
func (s *ActionService) handleAddSla(ctx context.Context, accountID, conversationID uint, action Action) error {
	slaPolicyID := extractUintParam(action.ActionParams, "sla_policy_id")
	if slaPolicyID == 0 {
		return fmt.Errorf("add_sla action requires 'sla_policy_id' param")
	}

	var policy model.SlaPolicy
	if err := s.db.DB().WithContext(ctx).Where("id = ? AND account_id = ?", slaPolicyID, accountID).First(&policy).Error; err != nil {
		return fmt.Errorf("sla policy not found: %w", err)
	}

	var conversation model.Conversation
	if err := s.db.DB().WithContext(ctx).Where("id = ? AND account_id = ?", conversationID, accountID).First(&conversation).Error; err != nil {
		return fmt.Errorf("conversation not found: %w", err)
	}
	if conversation.SlaPolicyID != nil && *conversation.SlaPolicyID != 0 {
		return nil
	}

	return s.db.DB().WithContext(ctx).Transaction(func(tx *gorm.DB) error {
		result := tx.Model(&model.Conversation{}).
			Where("id = ? AND account_id = ? AND (sla_policy_id IS NULL OR sla_policy_id = 0)", conversationID, accountID).
			Update("sla_policy_id", slaPolicyID)
		if result.Error != nil {
			return result.Error
		}
		if result.RowsAffected == 0 {
			return nil
		}
		if err := tx.Where("id = ? AND account_id = ?", conversationID, accountID).First(&conversation).Error; err != nil {
			return err
		}
		var count int64
		if err := tx.Model(&model.AppliedSLA{}).Where("account_id = ? AND conversation_id = ?", accountID, conversationID).Count(&count).Error; err != nil {
			return err
		}
		if count > 0 {
			return nil
		}
		applied := appliedSlaFromAutomationPolicy(accountID, conversationID, conversation, policy)
		return tx.Create(applied).Error
	})
}

// handleSendEmailTranscript sends an email transcript of the conversation.
// Reference: Chatwoot send_email_transcript action splits comma-separated emails.
func (s *ActionService) handleSendEmailTranscript(ctx context.Context, accountID, conversationID uint, action Action) (ActionDeliveryResult, error) {
	recipients := extractTranscriptRecipients(action.ActionParams)
	if len(recipients) == 0 {
		return ActionDeliveryResult{DeliveryType: "email_transcript"}, fmt.Errorf("send_email_transcript action requires 'email' param")
	}
	account, err := s.loadTranscriptAccount(ctx, accountID)
	if err != nil {
		return ActionDeliveryResult{DeliveryType: "email_transcript", Target: strings.Join(recipients, ",")}, err
	}
	if !account.EmailTranscriptEnabled() {
		return ActionDeliveryResult{DeliveryType: "email_transcript", Target: strings.Join(recipients, ","), ResponseBody: "email_transcript_disabled"}, nil
	}

	if s.worker != nil {
		for _, recipient := range recipients {
			allowed, err := s.consumeTranscriptEmailQuota(ctx, account, time.Now())
			if err != nil {
				return ActionDeliveryResult{DeliveryType: "email_transcript", Target: strings.Join(recipients, ",")}, err
			}
			if !allowed {
				break
			}
			_, err = s.worker.Enqueue(ctx, TaskTypeAutomationTranscriptDelivery, automationTranscriptDeliveryJob{
				AccountID:      accountID,
				ConversationID: conversationID,
				Recipient:      recipient,
			}, worker.WithQueue("automation"), worker.WithMaxAttempts(defaultActionDeliveryAttempts))
			if err != nil {
				return ActionDeliveryResult{DeliveryType: "email_transcript", Target: strings.Join(recipients, ",")}, err
			}
		}
		return ActionDeliveryResult{DeliveryType: "email_transcript", Target: strings.Join(recipients, ","), ResponseBody: "queued", Queued: true}, nil
	}

	subject, body, err := s.buildTranscriptEmail(ctx, accountID, conversationID)
	if err != nil {
		return ActionDeliveryResult{DeliveryType: "email_transcript", Target: strings.Join(recipients, ",")}, err
	}

	aggregate := ActionDeliveryResult{DeliveryType: "email_transcript", Target: strings.Join(recipients, ",")}
	for _, recipient := range recipients {
		allowed, err := s.consumeTranscriptEmailQuota(ctx, account, time.Now())
		if err != nil {
			return aggregate, err
		}
		if !allowed {
			break
		}
		result, err := s.transcriptDeliverer.DeliverTranscript(ctx, AutomationTranscriptRequest{
			AccountID:      accountID,
			ConversationID: conversationID,
			Recipient:      recipient,
			Subject:        subject,
			Body:           body,
		})
		aggregate.Attempts += result.Attempts
		aggregate.ResponseCode = result.ResponseCode
		aggregate.ResponseBody = result.ResponseBody
		aggregate.Retryable = result.Retryable
		if err != nil {
			return aggregate, err
		}
	}
	return aggregate, nil
}

// handleSendAttachment sends an attachment message to the conversation.
// Reference: Chatwoot send_attachment action
func (s *ActionService) handleSendAttachment(ctx context.Context, accountID, conversationID uint, action Action) (*model.Message, error) {
	attachmentURL, _ := action.ActionParams["attachment_url"].(string)
	if attachmentURL != "" {
		return s.createAttachmentMessage(ctx, accountID, conversationID, sourceID(action), model.DirectUpload{FileURL: attachmentURL, OriginalName: attachmentURL, FileType: "file"})
	}
	blobID := extractUintParam(action.ActionParams, "blob_id")
	if blobID == 0 {
		return nil, fmt.Errorf("send_attachment action requires 'blob_id' param")
	}
	var upload model.DirectUpload
	if err := s.db.DB().WithContext(ctx).Where("account_id = ? AND id = ?", accountID, blobID).First(&upload).Error; err != nil {
		return nil, err
	}
	return s.createAttachmentMessage(ctx, accountID, conversationID, sourceID(action), upload)
}

func (s *ActionService) createAttachmentMessage(ctx context.Context, accountID, conversationID, senderID uint, upload model.DirectUpload) (*model.Message, error) {
	var conversation model.Conversation
	if err := s.db.DB().WithContext(ctx).Where("account_id = ? AND id = ?", accountID, conversationID).First(&conversation).Error; err != nil {
		return nil, err
	}
	senderType := "agent"
	if senderID == 0 {
		senderType = "bot"
	}
	msg := &model.Message{
		ConversationID: conversationID,
		AccountID:      accountID,
		InboxID:        conversation.InboxID,
		SenderID:       &senderID,
		SenderType:     senderType,
		Content:        "",
		ContentType:    "file",
		MessageType:    "outgoing",
		Private:        false,
		Status:         "sent",
	}
	if err := s.db.DB().WithContext(ctx).Transaction(func(tx *gorm.DB) error {
		if err := tx.Create(msg).Error; err != nil {
			return err
		}
		attachment := &model.Attachment{
			MessageID: msg.ID,
			AccountID: accountID,
			FileType:  upload.FileType,
			FileURL:   upload.FileURL,
			ThumbURL:  upload.ThumbURL,
			FileSize:  int(upload.FileSize),
			FileName:  upload.OriginalName,
		}
		if attachment.FileType == "" {
			attachment.FileType = "file"
		}
		return tx.Create(attachment).Error
	}); err != nil {
		return nil, err
	}
	return msg, nil
}

// handleAddPrivateNote adds a private note (internal comment) to the conversation.
// Reference: Chatwoot add_private_note action
func (s *ActionService) handleAddPrivateNote(ctx context.Context, accountID, conversationID uint, action Action, source ActionSource, sourceID uint) (*model.Message, error) {
	content, _ := action.ActionParams["content"].(string)
	if content == "" {
		return nil, fmt.Errorf("add_private_note action requires 'content' param")
	}

	msg := &model.Message{
		ConversationID: conversationID,
		AccountID:      accountID,
		SenderID:       &sourceID,
		SenderType:     "agent",
		Content:        content,
		ContentType:    "text",
		MessageType:    "outgoing",
		Private:        true,
	}

	if err := s.db.DB().WithContext(ctx).Create(msg).Error; err != nil {
		return nil, err
	}
	return msg, nil
}

func (s *ActionService) indexActionSearchDocuments(ctx context.Context, accountID, conversationID uint, messageIDs []uint, indexConversation bool, indexContact bool) {
	if s.searchIndexer == nil {
		return
	}
	for _, messageID := range messageIDs {
		if messageID == 0 {
			continue
		}
		var message model.Message
		if err := s.db.DB().WithContext(ctx).Where("id = ? AND account_id = ?", messageID, accountID).First(&message).Error; err != nil {
			applogger.L().Warnf("search index sync failed for automation message %d: %v", messageID, err)
			continue
		}
		if err := s.searchIndexer.IndexMessage(ctx, &message); err != nil {
			applogger.L().Warnf("search index sync failed for automation message %d: %v", messageID, err)
		}
	}
	if !indexConversation && !indexContact {
		return
	}
	var conversation model.Conversation
	if err := s.db.DB().WithContext(ctx).Where("id = ? AND account_id = ?", conversationID, accountID).First(&conversation).Error; err != nil {
		applogger.L().Warnf("search index sync failed for automation conversation %d: %v", conversationID, err)
		return
	}
	if indexConversation {
		if err := s.searchIndexer.IndexConversation(ctx, &conversation); err != nil {
			applogger.L().Warnf("search index sync failed for automation conversation %d: %v", conversation.ID, err)
		}
	}
	if indexContact && conversation.ContactID != 0 {
		var contact model.Contact
		if err := s.db.DB().WithContext(ctx).Where("id = ? AND account_id = ?", conversation.ContactID, accountID).First(&contact).Error; err != nil {
			applogger.L().Warnf("search index sync failed for automation contact %d: %v", conversation.ContactID, err)
			return
		}
		if err := s.searchIndexer.IndexContact(ctx, &contact); err != nil {
			applogger.L().Warnf("search index sync failed for automation contact %d: %v", contact.ID, err)
		}
	}
}

func (s *ActionService) mergeConversationLabels(ctx context.Context, accountID, conversationID uint, add []string, remove []string) error {
	var conversation model.Conversation
	if err := s.db.DB().WithContext(ctx).Where("id = ? AND account_id = ?", conversationID, accountID).First(&conversation).Error; err != nil {
		return err
	}
	merged := mergeActionConversationLabels(conversation.Labels, add, remove)
	return s.db.DB().WithContext(ctx).Model(&model.Conversation{}).Where("id = ? AND account_id = ?", conversationID, accountID).Update("labels", merged).Error
}

// ===========================
// Helper types for action side-effects
// ===========================

// ConversationLabel represents a label attached to a conversation.
// Reference: Chatwoot's Tagging / Label system
type ConversationLabel struct {
	ID             uint   `gorm:"primaryKey;autoIncrement" json:"id"`
	ConversationID uint   `gorm:"index;not null" json:"conversation_id"`
	Label          string `gorm:"size:255;index;not null" json:"label"`
}

func (ConversationLabel) TableName() string { return "conversation_labels" }

// ConversationMute represents a muted conversation.
// Reference: Chatwoot ConversationMute model
type ConversationMute struct {
	ID             uint      `gorm:"primaryKey;autoIncrement" json:"id"`
	ConversationID uint      `gorm:"index;not null" json:"conversation_id"`
	AccountID      uint      `gorm:"index;not null" json:"account_id"`
	CreatedAt      time.Time `gorm:"autoCreateTime" json:"created_at"`
}

func (ConversationMute) TableName() string { return "conversation_mutes" }

// ===========================
// Helpers
// ===========================

// extractStringSlice extracts a string slice from action params, handling both
// []string and []interface{} (from JSON deserialization) formats.
func extractStringSlice(params map[string]interface{}, key string) []string {
	raw, ok := params[key]
	if !ok {
		return nil
	}

	switch v := raw.(type) {
	case []string:
		return v
	case []interface{}:
		result := make([]string, len(v))
		for i, item := range v {
			result[i] = fmt.Sprintf("%v", item)
		}
		return result
	default:
		return nil
	}
}

func mergeActionConversationLabels(existing string, add []string, remove []string) string {
	labels := map[string]bool{}
	order := []string{}
	for _, label := range strings.Split(existing, ",") {
		label = strings.TrimSpace(label)
		if label == "" || labels[label] {
			continue
		}
		labels[label] = true
		order = append(order, label)
	}
	for _, label := range add {
		label = strings.TrimSpace(label)
		if label == "" || labels[label] {
			continue
		}
		labels[label] = true
		order = append(order, label)
	}
	removeSet := map[string]bool{}
	for _, label := range remove {
		label = strings.TrimSpace(label)
		if label != "" {
			removeSet[label] = true
		}
	}
	merged := make([]string, 0, len(order))
	for _, label := range order {
		if !removeSet[label] {
			merged = append(merged, label)
		}
	}
	return strings.Join(merged, ",")
}

// extractUintParam extracts a uint parameter from action params.
// Handles both numeric and string representations.
func extractUintParam(params map[string]interface{}, key string) uint {
	raw, ok := params[key]
	if !ok {
		return 0
	}

	switch v := raw.(type) {
	case uint:
		return v
	case int:
		return uint(v)
	case float64:
		return uint(v)
	case string:
		// "self" is handled separately in assign_agent
		return 0
	default:
		return 0
	}
}

func extractUintSlice(params map[string]interface{}, keys ...string) []uint {
	for _, key := range keys {
		raw, ok := params[key]
		if !ok || raw == nil {
			continue
		}
		switch v := raw.(type) {
		case []uint:
			return v
		case []int:
			out := make([]uint, 0, len(v))
			for _, item := range v {
				if item > 0 {
					out = append(out, uint(item))
				}
			}
			return out
		case []interface{}:
			out := make([]uint, 0, len(v))
			for _, item := range v {
				if parsed := uintFromAny(item); parsed > 0 {
					out = append(out, parsed)
				}
			}
			return out
		default:
			if parsed := uintFromAny(v); parsed > 0 {
				return []uint{parsed}
			}
		}
	}
	return nil
}

func uintFromAny(raw interface{}) uint {
	switch v := raw.(type) {
	case uint:
		return v
	case int:
		if v > 0 {
			return uint(v)
		}
	case int64:
		if v > 0 {
			return uint(v)
		}
	case float64:
		if v > 0 {
			return uint(v)
		}
	case string:
		parsed, err := strconv.ParseUint(strings.TrimSpace(v), 10, 64)
		if err == nil && parsed > 0 {
			return uint(parsed)
		}
	}
	return 0
}

func joinUintTargets(values []uint) string {
	parts := make([]string, 0, len(values))
	for _, value := range values {
		parts = append(parts, fmt.Sprintf("%d", value))
	}
	return strings.Join(parts, ",")
}

func applyDeliveryResult(result *ActionExecutionResult, delivery ActionDeliveryResult) {
	if delivery.DeliveryType == "" && delivery.Target == "" && delivery.Attempts == 0 && delivery.ResponseCode == 0 && delivery.ResponseBody == "" && !delivery.Retryable {
		return
	}
	result.DeliveryType = delivery.DeliveryType
	result.Target = delivery.Target
	result.Attempts = delivery.Attempts
	result.ResponseCode = delivery.ResponseCode
	result.ResponseBody = delivery.ResponseBody
	result.Retryable = delivery.Retryable
	result.Queued = delivery.Queued
}

func firstStringParam(params map[string]interface{}, keys ...string) string {
	for _, key := range keys {
		if raw, ok := params[key]; ok {
			switch v := raw.(type) {
			case string:
				if trimmed := strings.TrimSpace(v); trimmed != "" {
					return trimmed
				}
			case []string:
				if len(v) > 0 {
					if trimmed := strings.TrimSpace(v[0]); trimmed != "" {
						return trimmed
					}
				}
			case []interface{}:
				if len(v) > 0 {
					if trimmed := strings.TrimSpace(fmt.Sprintf("%v", v[0])); trimmed != "" {
						return trimmed
					}
				}
			}
		}
	}
	return ""
}

func extractTranscriptRecipients(params map[string]interface{}) []string {
	var raw []string
	if email := firstStringParam(params, "email", "emails"); email != "" {
		raw = append(raw, email)
	}
	raw = append(raw, extractStringSlice(params, "values")...)
	seen := map[string]bool{}
	recipients := make([]string, 0, len(raw))
	for _, value := range raw {
		for _, item := range strings.Split(value, ",") {
			recipient := strings.TrimSpace(item)
			if recipient == "" || seen[recipient] {
				continue
			}
			seen[recipient] = true
			recipients = append(recipients, recipient)
		}
	}
	return recipients
}

func (s *ActionService) loadTranscriptAccount(ctx context.Context, accountID uint) (*model.Account, error) {
	var account model.Account
	if err := s.db.DB().WithContext(ctx).First(&account, accountID).Error; err != nil {
		return nil, err
	}
	return &account, nil
}

func (s *ActionService) consumeTranscriptEmailQuota(ctx context.Context, account *model.Account, now time.Time) (bool, error) {
	if account == nil {
		return false, fmt.Errorf("account is required")
	}
	if limit := account.EmailRateLimit(); limit > 0 && account.EmailsSentToday(now) >= limit {
		return false, nil
	}
	if err := account.IncrementEmailSentCount(now); err != nil {
		return false, err
	}
	if err := s.db.DB().WithContext(ctx).Model(&model.Account{}).Where("id = ?", account.ID).Update("custom_attributes", account.CustomAttributes).Error; err != nil {
		return false, err
	}
	return true, nil
}

func (s *ActionService) buildAutomationWebhookPayload(ctx context.Context, accountID, conversationID uint, eventName string, webhookEvent string) (map[string]interface{}, error) {
	var conversation model.Conversation
	if err := s.db.DB().WithContext(ctx).
		Where("id = ? AND account_id = ?", conversationID, accountID).
		First(&conversation).Error; err != nil {
		return nil, err
	}

	var messages []model.Message
	_ = s.db.DB().WithContext(ctx).
		Where("conversation_id = ? AND account_id = ?", conversationID, accountID).
		Order("id DESC").
		Limit(1).
		Find(&messages).Error

	messagePayloads := make([]map[string]interface{}, 0, len(messages))
	for i := len(messages) - 1; i >= 0; i-- {
		messagePayloads = append(messagePayloads, automationMessageWebhookPayload(messages[i]))
	}

	displayID := conversation.ID
	if conversation.DisplayID != nil && *conversation.DisplayID > 0 {
		displayID = *conversation.DisplayID
	}
	createdAt := conversation.CreatedAt.Unix()
	updatedAt := float64(conversation.UpdatedAt.UnixNano()) / float64(time.Second)
	payload := map[string]interface{}{
		"event":                 webhookEvent,
		"additional_attributes": jsonObject(conversation.AdditionalAttributes),
		"custom_attributes":     jsonObject(conversation.CustomAttributes),
		"id":                    displayID,
		"conversation_id":       conversation.ID,
		"uuid":                  conversation.UUID,
		"account_id":            conversation.AccountID,
		"inbox_id":              conversation.InboxID,
		"contact_id":            conversation.ContactID,
		"status":                conversation.Status,
		"priority":              conversation.Priority,
		"channel":               conversation.ChannelType,
		"messages":              messagePayloads,
		"labels":                splitConversationLabels(conversation.Labels),
		"created_at":            createdAt,
		"updated_at":            updatedAt,
	}
	if conversation.AssigneeID != nil {
		payload["assignee_id"] = *conversation.AssigneeID
	}
	if conversation.TeamID != nil {
		payload["team_id"] = *conversation.TeamID
	}
	if conversation.LastActivityAt != nil {
		payload["last_activity_at"] = *conversation.LastActivityAt
		payload["timestamp"] = *conversation.LastActivityAt
	}
	return payload, nil
}

func automationMessageWebhookPayload(message model.Message) map[string]interface{} {
	payload := map[string]interface{}{
		"id":                    message.ID,
		"content":               message.Content,
		"message_type":          message.MessageType,
		"content_type":          message.ContentType,
		"private":               message.Private,
		"conversation_id":       message.ConversationID,
		"account_id":            message.AccountID,
		"source_id":             message.SourceID,
		"created_at":            message.CreatedAt.Unix(),
		"updated_at":            float64(message.UpdatedAt.UnixNano()) / float64(time.Second),
		"additional_attributes": jsonObject(message.AdditionalAttributes),
	}
	if message.SenderID != nil {
		payload["sender_id"] = *message.SenderID
	}
	if message.SenderType != "" {
		payload["sender_type"] = message.SenderType
	}
	return payload
}

func (s *ActionService) buildTranscriptEmail(ctx context.Context, accountID, conversationID uint) (string, string, error) {
	var conversation model.Conversation
	if err := s.db.DB().WithContext(ctx).
		Where("id = ? AND account_id = ?", conversationID, accountID).
		First(&conversation).Error; err != nil {
		return "", "", err
	}

	var messages []model.Message
	if err := s.db.DB().WithContext(ctx).
		Where("conversation_id = ? AND account_id = ? AND private = ? AND message_type IN ?", conversationID, accountID, false, []string{string(model.MessageTypeIncoming), string(model.MessageTypeOutgoing)}).
		Order("id ASC").
		Find(&messages).Error; err != nil {
		return "", "", err
	}

	displayID := conversation.ID
	if conversation.DisplayID != nil && *conversation.DisplayID > 0 {
		displayID = *conversation.DisplayID
	}
	subject := fmt.Sprintf("[#%d] Conversation Transcript", displayID)
	var body strings.Builder
	body.WriteString(fmt.Sprintf("Conversation #%d transcript\n\n", displayID))
	for _, message := range messages {
		if strings.TrimSpace(message.Content) == "" {
			continue
		}
		body.WriteString(fmt.Sprintf("[%s] %s\n", message.MessageType, message.Content))
	}
	return subject, body.String(), nil
}

func (s *ActionService) buildTeamEmailRequests(ctx context.Context, accountID, conversationID uint, teamIDs []uint, message string) ([]AutomationTranscriptRequest, error) {
	var conversation model.Conversation
	if err := s.db.DB().WithContext(ctx).
		Where("id = ? AND account_id = ?", conversationID, accountID).
		First(&conversation).Error; err != nil {
		return nil, err
	}

	displayID := conversation.ID
	if conversation.DisplayID != nil && *conversation.DisplayID > 0 {
		displayID = *conversation.DisplayID
	}
	subject := fmt.Sprintf("Conversation (#%d) automation notification", displayID)
	body := strings.TrimSpace(message)
	if body == "" {
		body = fmt.Sprintf("Conversation #%d matched an automation rule.", displayID)
	}

	requests := make([]AutomationTranscriptRequest, 0)
	seen := map[string]bool{}
	for _, teamID := range teamIDs {
		var team model.Team
		if err := s.db.DB().WithContext(ctx).Where("id = ? AND account_id = ?", teamID, accountID).First(&team).Error; err != nil {
			return nil, err
		}
		var users []model.User
		if err := s.db.DB().WithContext(ctx).
			Joins("INNER JOIN team_members ON team_members.user_id = users.id").
			Joins("INNER JOIN account_users ON account_users.user_id = users.id AND account_users.account_id = ?", accountID).
			Where("team_members.team_id = ? AND users.email <> ''", teamID).
			Order("users.id ASC").
			Find(&users).Error; err != nil {
			return nil, err
		}
		for _, user := range users {
			recipient := strings.TrimSpace(user.Email)
			if recipient == "" || seen[recipient] {
				continue
			}
			seen[recipient] = true
			requests = append(requests, AutomationTranscriptRequest{
				AccountID:      accountID,
				ConversationID: conversationID,
				Recipient:      recipient,
				Subject:        subject,
				Body:           body,
			})
		}
	}
	return requests, nil
}

func appliedSlaFromAutomationPolicy(accountID, conversationID uint, conversation model.Conversation, policy model.SlaPolicy) *model.AppliedSLA {
	applied := &model.AppliedSLA{AccountID: accountID, ConversationID: conversationID, SlaPolicyID: policy.ID, SLAStatus: model.SLAStatusActive}
	if policy.FirstResponseTimeThreshold > 0 {
		frt := conversation.CreatedAt.Add(time.Duration(policy.FirstResponseTimeThreshold) * time.Second)
		applied.FRTTargetAt = &frt
	}
	if policy.NextResponseTimeThreshold > 0 {
		if applied.FRTTargetAt != nil {
			nrt := applied.FRTTargetAt.Add(time.Duration(policy.NextResponseTimeThreshold) * time.Second)
			applied.NRTTargetAt = &nrt
		} else {
			nrt := conversation.CreatedAt.Add(time.Duration(policy.NextResponseTimeThreshold) * time.Second)
			applied.NRTTargetAt = &nrt
		}
	}
	if policy.ResolutionTimeThreshold > 0 {
		rt := conversation.CreatedAt.Add(time.Duration(policy.ResolutionTimeThreshold) * time.Second)
		applied.RTTargetAt = &rt
	}
	if conversation.FirstReplyCreatedAt != nil {
		frtActual := time.Unix(*conversation.FirstReplyCreatedAt, 0)
		applied.FRTActualAt = &frtActual
	}
	if conversation.ResolvedAt != nil {
		applied.RTActualAt = conversation.ResolvedAt
	}
	return applied
}

func jsonObject(raw []byte) map[string]interface{} {
	if len(raw) == 0 {
		return map[string]interface{}{}
	}
	var payload map[string]interface{}
	if err := json.Unmarshal(raw, &payload); err != nil || payload == nil {
		return map[string]interface{}{}
	}
	return payload
}

func splitConversationLabels(labels string) []string {
	if strings.TrimSpace(labels) == "" {
		return []string{}
	}
	var parsed []string
	if err := json.Unmarshal([]byte(labels), &parsed); err == nil {
		return parsed
	}
	parts := strings.Split(labels, ",")
	result := make([]string, 0, len(parts))
	for _, part := range parts {
		if trimmed := strings.TrimSpace(part); trimmed != "" {
			result = append(result, trimmed)
		}
	}
	return result
}

// sourceID extracts the source ID from action params for "self" assignment.
func sourceID(action Action) uint {
	id, ok := action.ActionParams["_source_user_id"]
	if !ok {
		return 0
	}
	switch v := id.(type) {
	case uint:
		return v
	case int:
		return uint(v)
	case float64:
		return uint(v)
	default:
		return 0
	}
}