assistant/agent/integrations/chatwoot.py

"""
Chatwoot API Client for B2B Shopping AI Assistant
"""
import json
from typing import Any, Optional
from dataclasses import dataclass
from enum import Enum
from contextlib import asynccontextmanager

import httpx

from config import settings
from utils.logger import get_logger

logger = get_logger(__name__)


# 订单字段多语言映射
ORDER_FIELD_LABELS = {
    "zh": {  # 中文
        "title": "订单详情",
        "order_id": "订单号",
        "status": "订单状态",
        "total_amount": "订单金额",
        "payment_method": "支付方式",
        "items_count": "商品总数量",
        "shipping_method": "运输方式",
        "tracking_number": "运单号",
        "shipping_address": "收货地址",
        "billing_address": "发票地址",
        "channel": "渠道",
        "created_at": "下单时间",
        "action": "操作",
    },
    "en": {  # English
        "title": "Order Details",
        "order_id": "Order ID",
        "status": "Order Status",
        "total_amount": "Total Amount",
        "payment_method": "Payment Method",
        "items_count": "Total Items",
        "shipping_method": "Shipping Method",
        "tracking_number": "Tracking Number",
        "shipping_address": "Shipping Address",
        "billing_address": "Billing Address",
        "channel": "Channel",
        "created_at": "Order Date",
        "action": "Action",
    },
    "nl": {  # Dutch (荷兰语)
        "title": "Orderdetails",
        "order_id": "Ordernummer",
        "status": "Orderstatus",
        "total_amount": "Totaalbedrag",
        "payment_method": "Betaalmethode",
        "items_count": "Totaal aantal artikelen",
        "shipping_method": "Verzendmethode",
        "tracking_number": "Trackingsnummer",
        "shipping_address": "Verzendadres",
        "billing_address": "Factuuradres",
        "channel": "Kanaal",
        "created_at": "Besteldatum",
        "action": "Actie",
    },
    "de": {  # German (德语)
        "title": "Bestelldetails",
        "order_id": "Bestellnummer",
        "status": "Bestellstatus",
        "total_amount": "Gesamtbetrag",
        "payment_method": "Zahlungsmethode",
        "items_count": "Gesamtanzahl Artikel",
        "shipping_method": "Versandart",
        "tracking_number": "Sendungsnummer",
        "shipping_address": "Lieferadresse",
        "billing_address": "Rechnungsadresse",
        "channel": "Kanal",
        "created_at": "Bestelldatum",
        "action": "Aktion",
    },
    "es": {  # Spanish (西班牙语)
        "title": "Detalles del pedido",
        "order_id": "Número de pedido",
        "status": "Estado del pedido",
        "total_amount": "Importe total",
        "payment_method": "Método de pago",
        "items_count": "Total de artículos",
        "shipping_method": "Método de envío",
        "tracking_number": "Número de seguimiento",
        "shipping_address": "Dirección de envío",
        "billing_address": "Dirección de facturación",
        "channel": "Canal",
        "created_at": "Fecha del pedido",
        "action": "Acción",
    },
    "fr": {  # French (法语)
        "title": "Détails de la commande",
        "order_id": "Numéro de commande",
        "status": "Statut de la commande",
        "total_amount": "Montant total",
        "payment_method": "Méthode de paiement",
        "items_count": "Nombre total d'articles",
        "shipping_method": "Méthode d'expédition",
        "tracking_number": "Numéro de suivi",
        "shipping_address": "Adresse de livraison",
        "billing_address": "Adresse de facturation",
        "channel": "Canal",
        "created_at": "Date de commande",
        "action": "Action",
    },
    "it": {  # Italian (意大利语)
        "title": "Detagli dell'ordine",
        "order_id": "Numero ordine",
        "status": "Stato ordine",
        "total_amount": "Importo totale",
        "payment_method": "Metodo di pagamento",
        "items_count": "Totale articoli",
        "shipping_method": "Metodo di spedizione",
        "tracking_number": "Numero di tracciamento",
        "shipping_address": "Indirizzo di spedizione",
        "billing_address": "Indirizzo di fatturazione",
        "channel": "Canale",
        "created_at": "Data ordine",
        "action": "Azione",
    },
    "tr": {  # Turkish (土耳其语)
        "title": "Sipariş Detayları",
        "order_id": "Sipariş Numarası",
        "status": "Sipariş Durumu",
        "total_amount": "Toplam Tutar",
        "payment_method": "Ödeme Yöntemi",
        "items_count": "Toplam Ürün",
        "shipping_method": "Kargo Yöntemi",
        "tracking_number": "Takip Numarası",
        "shipping_address": "Teslimat Adresi",
        "billing_address": "Fatura Adresi",
        "channel": "Kanal",
        "created_at": "Sipariş Tarihi",
        "action": "İşlem",
    },
}


def get_field_label(field_key: str, language: str = "en") -> str:
    """获取指定语言的字段标签

    Args:
        field_key: 字段键名（如 "order_id", "status" 等）
        language: 语言代码（默认 "en"）

    Returns:
        对应语言的字段标签
    """
    if language not in ORDER_FIELD_LABELS:
        language = "en"  # 默认使用英文
    return ORDER_FIELD_LABELS[language].get(field_key, ORDER_FIELD_LABELS["en"].get(field_key, field_key))


# 订单状态多语言映射
ORDER_STATUS_LABELS = {
    "zh": {  # 中文
        "0": "已取消",
        "1": "待支付",
        "2": "已支付",
        "3": "已发货",
        "4": "已签收",
        "15": "已完成",
        "100": "超时取消",
        "unknown": "未知"
    },
    "en": {  # English
        "0": "Cancelled",
        "1": "Pending Payment",
        "2": "Paid",
        "3": "Shipped",
        "4": "Delivered",
        "15": "Completed",
        "100": "Timeout Cancelled",
        "unknown": "Unknown"
    },
    "nl": {  # Dutch (荷兰语)
        "0": "Geannuleerd",
        "1": "Wachtend op betaling",
        "2": "Betaald",
        "3": "Verzonden",
        "4": "Geleverd",
        "15": "Voltooid",
        "100": "Time-out geannuleerd",
        "unknown": "Onbekend"
    },
    "de": {  # German (德语)
        "0": "Storniert",
        "1": "Zahlung ausstehend",
        "2": "Bezahlt",
        "3": "Versandt",
        "4": "Zugestellt",
        "15": "Abgeschlossen",
        "100": "Zeitüberschreitung storniert",
        "unknown": "Unbekannt"
    },
    "es": {  # Spanish (西班牙语)
        "0": "Cancelado",
        "1": "Pago pendiente",
        "2": "Pagado",
        "3": "Enviado",
        "4": "Entregado",
        "15": "Completado",
        "100": "Cancelado por tiempo límite",
        "unknown": "Desconocido"
    },
    "fr": {  # French (法语)
        "0": "Annulé",
        "1": "En attente de paiement",
        "2": "Payé",
        "3": "Expédié",
        "4": "Livré",
        "15": "Terminé",
        "100": "Annulé pour expiration",
        "unknown": "Inconnu"
    },
    "it": {  # Italian (意大利语)
        "0": "Annullato",
        "1": "In attesa di pagamento",
        "2": "Pagato",
        "3": "Spedito",
        "4": "Consegnato",
        "15": "Completato",
        "100": "Annullato per timeout",
        "unknown": "Sconosciuto"
    },
    "tr": {  # Turkish (土耳其语)
        "0": "İptal edildi",
        "1": "Ödeme bekleniyor",
        "2": "Ödendi",
        "3": "Kargolandı",
        "4": "Teslim edildi",
        "15": "Tamamlandı",
        "100": "Zaman aşımı iptal edildi",
        "unknown": "Bilinmiyor"
    }
}


def get_status_label(status_code: str, language: str = "en") -> str:
    """获取指定语言的订单状态标签

    Args:
        status_code: 状态码（如 "0", "1", "2" 等）
        language: 语言代码（默认 "en"）

    Returns:
        对应语言的状态标签
    """
    if language not in ORDER_STATUS_LABELS:
        language = "en"  # 默认使用英文
    return ORDER_STATUS_LABELS[language].get(
        str(status_code),
        ORDER_STATUS_LABELS["en"].get(str(status_code), ORDER_STATUS_LABELS["en"]["unknown"])
    )


class MessageType(str, Enum):
    """Chatwoot message types"""
    INCOMING = "incoming"
    OUTGOING = "outgoing"


class ConversationStatus(str, Enum):
    """Chatwoot conversation status"""
    OPEN = "open"
    RESOLVED = "resolved"
    PENDING = "pending"
    SNOOZED = "snoozed"


@dataclass
class ChatwootMessage:
    """Chatwoot message structure"""
    id: int
    content: str
    message_type: str
    conversation_id: int
    sender_type: Optional[str] = None
    sender_id: Optional[int] = None
    private: bool = False
    

@dataclass
class ChatwootContact:
    """Chatwoot contact structure"""
    id: int
    name: Optional[str] = None
    email: Optional[str] = None
    phone_number: Optional[str] = None
    custom_attributes: Optional[dict[str, Any]] = None


class ChatwootClient:
    """Chatwoot API Client"""
    
    def __init__(
        self,
        api_url: Optional[str] = None,
        api_token: Optional[str] = None,
        account_id: int = 2
    ):
        """Initialize Chatwoot client

        Args:
            api_url: Chatwoot API URL, defaults to settings
            api_token: API access token, defaults to settings
            account_id: Chatwoot account ID
        """
        self.api_url = (api_url or settings.chatwoot_api_url).rstrip("/")
        self.api_token = api_token or settings.chatwoot_api_token
        self.account_id = account_id
        self._client: Optional[httpx.AsyncClient] = None

        logger.info("Chatwoot client initialized", api_url=self.api_url)
    
    async def _get_client(self) -> httpx.AsyncClient:
        """Get or create HTTP client"""
        if self._client is None:
            self._client = httpx.AsyncClient(
                base_url=f"{self.api_url}/api/v1/accounts/{self.account_id}",
                headers={
                    "api_access_token": self.api_token,
                    "Content-Type": "application/json"
                },
                timeout=30.0
            )
        return self._client
    
    async def close(self) -> None:
        """Close HTTP client"""
        if self._client:
            await self._client.aclose()
            self._client = None

    def _format_datetime(self, datetime_str: str) -> str:
        """格式化日期时间为 YYYY-MM-DD HH:MM:SS 格式

        Args:
            datetime_str: 输入的日期时间字符串

        Returns:
            格式化后的日期时间字符串 (YYYY-MM-DD HH:MM:SS)
        """
        if not datetime_str:
            return ""

        # 如果已经是正确的格式（YYYY-MM-DD HH:MM:SS），直接返回
        if len(datetime_str) == 19 and datetime_str[10] == ' ' and datetime_str[13] == ':' and datetime_str[16] == ':':
            return datetime_str

        # 尝试解析常见的时间格式
        from datetime import datetime

        # 常见格式列表
        formats = [
            "%Y-%m-%d %H:%M:%S",  # 2025-01-23 14:30:00
            "%Y-%m-%dT%H:%M:%S",  # 2025-01-23T14:30:00
            "%Y-%m-%d %H:%M:%S.%f",  # 2025-01-23 14:30:00.123456
            "%Y-%m-%dT%H:%M:%S.%f",  # 2025-01-23T14:30:00.123456
            "%Y-%m-%dT%H:%M:%SZ",  # 2025-01-23T14:30:00Z
            "%Y-%m-%dT%H:%M:%S.%fZ",  # 2025-01-23T14:30:00.123456Z
            "%Y/%m/%d %H:%M:%S",  # 2025/01/23 14:30:00
            "%d-%m-%Y %H:%M:%S",  # 23-01-2025 14:30:00
            "%m/%d/%Y %H:%M:%S",  # 01/23/2025 14:30:00
        ]

        for fmt in formats:
            try:
                dt = datetime.strptime(datetime_str, fmt)
                return dt.strftime("%Y-%m-%d %H:%M:%S")
            except ValueError:
                continue

        # 如果无法解析，返回原始字符串
        return datetime_str

    # ============ Messages ============
    
    async def send_message(
        self,
        conversation_id: int,
        content: str,
        message_type: MessageType = MessageType.OUTGOING,
        private: bool = False
    ) -> dict[str, Any]:
        """Send a message to a conversation
        
        Args:
            conversation_id: Conversation ID
            content: Message content
            message_type: Message type (incoming/outgoing)
            private: Whether message is private (internal note)
            
        Returns:
            Created message data
        """
        client = await self._get_client()
        
        payload = {
            "content": content,
            "message_type": message_type.value,
            "private": private
        }
        
        response = await client.post(
            f"/conversations/{conversation_id}/messages",
            json=payload
        )
        response.raise_for_status()
        
        data = response.json()
        logger.debug(
            "Message sent",
            conversation_id=conversation_id,
            message_id=data.get("id")
        )
        return data
    
    async def send_rich_message(
        self,
        conversation_id: int,
        content: str,
        content_type: str,
        content_attributes: dict[str, Any]
    ) -> dict[str, Any]:
        """Send a rich message (cards, buttons, etc.)

        Args:
            conversation_id: Conversation ID
            content: Fallback text content
            content_type: Rich content type (cards, input_select, etc.)
            content_attributes: Rich content attributes

        Returns:
            Created message data
        """
        client = await self._get_client()

        payload = {
            "content": content,
            "message_type": MessageType.OUTGOING.value,
            "content_type": content_type,
            "content_attributes": content_attributes
        }

        response = await client.post(
            f"/conversations/{conversation_id}/messages",
            json=payload
        )
        response.raise_for_status()

        return response.json()

    async def send_order_card(
        self,
        conversation_id: int,
        order_data: dict[str, Any],
        actions: Optional[list[dict[str, Any]]] = None
    ) -> dict[str, Any]:
        """发送订单卡片消息（使用 Chatwoot cards 格式）

        卡片结构：
        - 图片：第一件商品的图片
        - 标题：订单号 + 状态
        - 描述：汇总信息
        - 按钮：跳转到订单详情页面

        Args:
            conversation_id: 会话 ID
            order_data: 订单数据，包含：
                - order_id: 订单号
                - status: 订单状态
                - status_text: 状态文本
                - items: 商品列表
                - total_amount: 总金额
            actions: 操作按钮配置列表（可选）

        Returns:
            发送结果

        Example:
            >>> order_data = {
            ...     "order_id": "202071324",
            ...     "status_text": "已发货",
            ...     "items": [{"name": "商品A", "quantity": 2}],
            ...     "total_amount": "599.00"
            ... }
            >>> await chatwoot.send_order_card(123, order_data)
        """
        order_id = order_data.get("order_id", "")
        status_text = order_data.get("status_text", order_data.get("status", ""))

        # 获取第一件商品的图片
        items = order_data.get("items", [])
        media_url = None
        if items and len(items) > 0:
            first_item = items[0]
            media_url = first_item.get("image_url")

        # 构建标题
        title = f"订单 #{order_id} {status_text}"

        # 构建描述
        if items and len(items) > 0:
            if len(items) == 1:
                items_desc = items[0].get("name", "商品")
            else:
                items_desc = f"{items[0].get('name', '商品A')} 等共计 {len(items)} 件商品"
            description = f"包含 {items_desc}，实付 ￥{order_data.get('total_amount', '0.00')}"
        else:
            description = f"实付 ￥{order_data.get('total_amount', '0.00')}"

        # 构建操作按钮
        card_actions = []
        if actions:
            card_actions = actions
        else:
            # 默认按钮：跳转到订单详情页面
            card_actions = [
                {
                    "type": "link",
                    "text": "查看订单详情",
                    "uri": f"https://www.qa1.gaia888.com/customer/order/detail?orderId={order_id}"
                }
            ]

        # 构建单个卡片
        card = {
            "title": title,
            "description": description,
            "actions": card_actions
        }

        # 如果有图片，添加 media_url
        if media_url:
            card["media_url"] = media_url

        # 构建 content_attributes
        content_attributes = {
            "items": [card]
        }

        # 记录发送的数据（用于调试）
        logger.info(
            "Sending order card",
            conversation_id=conversation_id,
            order_id=order_id,
            has_media=bool(media_url),
            payload_preview=json.dumps({
                "content": "订单详情",
                "content_type": "cards",
                "content_attributes": content_attributes
            }, ensure_ascii=False, indent=2)[:1000]
        )

        # 发送富媒体消息
        return await self.send_rich_message(
            conversation_id=conversation_id,
            content="订单详情",
            content_type="cards",
            content_attributes=content_attributes
        )

    async def send_order_form(
        self,
        conversation_id: int,
        order_data: dict[str, Any],
        language: str = "en",
        actions: Optional[list[dict[str, Any]]] = None
    ) -> dict[str, Any]:
        """发送订单详情（使用 content_type=order_detail）

        Args:
            conversation_id: 会话 ID
            order_data: 订单数据，包含：
                - order_id: 订单号
                - status: 订单状态码
                - status_text: 状态文本
                - created_at: 下单时间
                - total_amount: 总金额
                - items: 商品列表
            language: 语言代码（en, nl, de, es, fr, it, tr, zh），默认 en
            actions: 操作按钮配置列表（可选，暂未使用）

        Returns:
            发送结果

        Example:
            >>> order_data = {
            ...     "order_id": "123456789",
            ...     "status": "completed",
            ...     "status_text": "已完成",
            ...     "created_at": "2025-01-23 14:30:00",
            ...     "total_amount": "179.97",
            ...     "items": [{"name": "商品A", "image_url": "...", "quantity": 2, "price": "49.99"}]
            ... }
            >>> await chatwoot.send_order_form(123, order_data, language="zh")
        """
        order_id = order_data.get("order_id", "")
        status = order_data.get("status", "")
        status_text = order_data.get("status_text", "")

        # 获取原始时间并格式化为 YYYY-MM-DD HH:MM:SS
        raw_created_at = order_data.get("created_at", order_data.get("date_added", ""))
        created_at = self._format_datetime(raw_created_at)

        total_amount = order_data.get("total_amount", "0")

        # 根据状态码映射状态和颜色（支持多语言）
        status_code_to_key = {
            "0": {"key": "cancelled", "color": "text-red-600"},
            "1": {"key": "pending", "color": "text-yellow-600"},
            "2": {"key": "paid", "color": "text-blue-600"},
            "3": {"key": "shipped", "color": "text-purple-600"},
            "4": {"key": "signed", "color": "text-green-600"},
            "15": {"key": "completed", "color": "text-green-600"},
            "100": {"key": "cancelled", "color": "text-red-600"},
        }

        status_key_info = status_code_to_key.get(str(status), {"key": "unknown", "color": "text-gray-600"})
        status_label = get_status_label(str(status), language)

        status_info = {
            "status": status_key_info["key"],
            "text": status_label,
            "color": status_key_info["color"]
        }

        # 构建商品列表
        items = order_data.get("items", [])
        formatted_items = []
        for item in items:
            # 获取价格并格式化为字符串（包含货币符号）
            price_value = item.get("price", "0")
            try:
                price_num = float(price_value)
                price_text = f"€{price_num:.2f}"
            except (ValueError, TypeError):
                price_text = str(price_value) if price_value else "€0.00"

            formatted_items.append({
                "name": item.get("name", "未知商品"),
                "quantity": int(item.get("quantity", 1)),
                "price": price_text,
                "image": item.get("image_url", "")
            })

        # 计算商品总数量
        total_quantity = sum(item.get("quantity", 1) for item in items)

        # 计算总金额并格式化（多语言）
        try:
            total_amount_value = float(total_amount)
        except (ValueError, TypeError):
            total_amount_value = 0.0

        # 构建总计标签
        if language == "zh":
            total_label = f"共 {total_quantity} 件商品"
            amount_text = f"总计: €{total_amount_value:.2f}"
            order_time_text = f"下单时间: {created_at}"
        else:
            total_label = f"Total: {total_quantity} items"
            amount_text = f"Total: €{total_amount_value:.2f}"
            order_time_text = f"Order time: {created_at}"

        # 构建操作按钮
        actions_list = []
        # 获取前端 URL
        frontend_url = settings.frontend_url.rstrip('/')

        if language == "zh":
            # 中文按钮
            actions_list.append({
                "text": "查看物流",
                "style": "default",
                "reply": f"查看订单物流信息：{order_id}"
            })
            actions_list.append({
                "text": "订单详情",
                "style": "primary",
                "url": f"{frontend_url}/customer/order/detail?orderId={order_id}",
                "target": "_self"
            })
        else:
            # 英文按钮
            actions_list.append({
                "text": "Logistics info",
                "style": "default",
                "reply": f"查看订单物流信息：{order_id}"
            })
            actions_list.append({
                "text": "Order details",
                "style": "primary",
                "url": f"{frontend_url}/customer/order/detail?orderId={order_id}",
                "target": "_self"
            })

        # 构建 content_attributes（order_detail 格式）
        content_attributes = {
            "status": status_info["status"],
            "statusText": status_info["text"],
            "statusColor": status_info["color"],
            "orderId": str(order_id),
            "orderTime": order_time_text,
            "items": formatted_items,
            "showTotal": True,
            "totalLabel": total_label,
            "amountLabel": amount_text,
            "actions": actions_list
        }

        # 记录发送的数据（用于调试）
        logger.info(
            "Sending order detail",
            conversation_id=conversation_id,
            order_id=order_id,
            items_count=len(formatted_items),
            total_quantity=total_quantity,
            language=language
        )

        # 发送 order_detail 类型消息
        client = await self._get_client()

        payload = {
            "content_type": "order_detail",
            "content": "",
            "content_attributes": content_attributes
        }

        response = await client.post(
            f"/conversations/{conversation_id}/messages",
            json=payload
        )
        response.raise_for_status()

        return response.json()

    async def send_logistics_info(
        self,
        conversation_id: int,
        logistics_data: dict[str, Any],
        language: str = "en"
    ) -> dict[str, Any]:
        """发送物流信息（使用 content_type=logistics）

        Args:
            conversation_id: 会话 ID
            logistics_data: 物流数据，包含：
                - carrier: 物流公司名称
                - tracking_number: 运单号
                - status: 当前状态
                - timeline: 物流轨迹列表
                - order_id: 订单号（可选，用于生成链接）
                - tracking_url: 官方追踪链接（可选，跳转到物流公司官网）
            language: 语言代码（en, nl, de, es, fr, it, tr, zh），默认 en

        Returns:
            发送结果

        Example:
            >>> logistics_data = {
            ...     "carrier": "顺丰速运",
            ...     "tracking_number": "SF154228901",
            ...     "status": "派送中",
            ...     "timeline": [...]
            ... }
            >>> await chatwoot.send_logistics_info(123, logistics_data, language="zh")
        """
        carrier = logistics_data.get("carrier", "")
        tracking_number = logistics_data.get("tracking_number", "")
        status = logistics_data.get("status", "")
        timeline = logistics_data.get("timeline", [])
        order_id = logistics_data.get("order_id", "")
        tracking_url = logistics_data.get("tracking_url", "")  # 添加追踪链接

        # 获取最新物流信息（从 timeline 中提取 remark）
        latest_log = ""
        latest_time = ""
        current_step = 0

        # Track ID 到步骤的映射
        # id = 1 -> Order Received（已接单）
        # id = 10 -> Picked Up（已揽收）
        # id = 20 -> In Transit（运输中）
        # id = 30 -> Delivered（已送达）
        track_id_to_step = {
            "1": 0,    # Order Received
            "10": 1,   # Picked Up
            "20": 2,   # In Transit
            "30": 3    # Delivered
        }

        if timeline and len(timeline) > 0:
            # 获取第一条（最新）物流信息
            first_event = timeline[0]
            if isinstance(first_event, dict):
                # 提取 remark 字段
                remark = first_event.get("remark", "")

                # 提取时间
                time_str = (
                    first_event.get("time") or
                    first_event.get("date") or
                    first_event.get("timestamp") or
                    ""
                )

                # 提取位置
                location = first_event.get("location", "")

                # 提取 track id
                track_id = str(first_event.get("id", ""))

                # 构建最新物流描述：如果 remark 为空，则只显示 location；否则显示 location | remark
                if location and remark:
                    latest_log = f"{location} | {remark}"
                elif remark:
                    latest_log = remark
                elif location:
                    latest_log = location
                else:
                    latest_log = ""

                # 格式化时间
                if time_str:
                    latest_time = self._format_datetime(str(time_str))

                # 根据 track id 判断当前步骤
                if track_id in track_id_to_step:
                    current_step = track_id_to_step[track_id]
                else:
                    # 如果无法识别 id，根据时间线长度判断
                    current_step = len(timeline) if len(timeline) <= 4 else 2

        # 构建步骤列表（固定4个步骤）
        if language == "zh":
            steps = [
                {"label": "已接单"},
                {"label": "已揽收"},
                {"label": "运输中"},
                {"label": "已送达"}
            ]
        else:
            steps = [
                {"label": "Order Received"},
                {"label": "Picked Up"},
                {"label": "In Transit"},
                {"label": "Delivered"}
            ]

        # 构建操作按钮
        actions = []
        frontend_url = settings.frontend_url.rstrip('/')

        if order_id:
            # 如果有订单号，生成物流追踪链接
            if language == "zh":
                actions.append({
                    "text": "物流详情",
                    "style": "primary",
                    "url": f"{frontend_url}/logistic-tracking/{order_id}"
                })
            else:
                actions.append({
                    "text": "Tracking Details",
                    "style": "primary",
                    "url": f"{frontend_url}/logistic-tracking/{order_id}"
                })

        # 如果有 tracking_url，添加官方追踪按钮（在新标签页打开）
        if tracking_url:
            if language == "zh":
                actions.append({
                    "text": "官网追踪",
                    "style": "default",
                    "url": tracking_url,
                    "target": "_blank"
                })
            else:
                actions.append({
                    "text": "Official Tracking",
                    "style": "default",
                    "url": tracking_url,
                    "target": "_blank"
                })

        # 构建 content_attributes（logistics 格式）
        content_attributes = {
            "logisticsName": carrier,
            "trackingNumber": tracking_number,
            "currentStep": current_step,
            "isUrgent": False,
            "latestLog": latest_log,
            "latestTime": latest_time,
            "steps": steps,
            "actions": actions
        }

        # 发送 logistics 类型消息
        client = await self._get_client()

        payload = {
            "content_type": "logistics",
            "content": "",
            "content_attributes": content_attributes
        }

        # 记录完整的发送 payload（用于调试）
        logger.info(
            "Sending logistics info",
            conversation_id=conversation_id,
            carrier=carrier,
            tracking_number=tracking_number,
            current_step=current_step,
            timeline_count=len(timeline) if timeline else 0,
            language=language,
            payload_preview=json.dumps(payload, ensure_ascii=False, indent=2)
        )

        response = await client.post(
            f"/conversations/{conversation_id}/messages",
            json=payload
        )
        response.raise_for_status()

        return response.json()

    async def send_order_list(
        self,
        conversation_id: int,
        orders: list[dict[str, Any]],
        language: str = "en"
    ) -> dict[str, Any]:
        """发送订单列表（使用自定义 content_type=order_list）

        每个订单包含：
        - orderNumber: 订单号
        - date: 订单日期
        - status: 订单状态
        - items: 商品列表（图片和名称）
        - actions: 操作按钮

        Args:
            conversation_id: 会话 ID
            orders: 订单列表，每个订单包含：
                - order_id: 订单号
                - status_text: 订单状态
                - created_at: 下单时间
                - items: 商品列表（可选，包含 name 和 image_url）
                - order_type: 订单类型（可选，用于判断渠道）
            language: 语言代码（en, nl, de, es, fr, it, tr, zh），默认 en

        Returns:
            发送结果

        Example:
            >>> orders = [
            ...     {
            ...         "order_id": "20250122001",
            ...         "created_at": "Jan 22, 2025",
            ...         "status_text": "Shipped",
            ...         "items": [
            ...             {"image_url": "url1", "name": "Product 1"},
            ...             {"image_url": "url2", "name": "Product 2"}
            ...         ]
            ...     }
            ... ]
            >>> await chatwoot.send_order_list(123, orders, language="en")
        """
        # 获取多语言按钮文本
        if language == "zh":
            details_text = "订单详情"
            logistics_text = "物流信息"
            details_reply_prefix = "查看订单详情："
            logistics_reply_prefix = "查看订单物流信息："
        else:
            details_text = "Order details"
            logistics_text = "Logistics info"
            details_reply_prefix = "查看订单详情："
            logistics_reply_prefix = "查看订单物流信息："

        # 构建订单列表
        order_list_data = []

        for order in orders:
            order_id = order.get("order_id", "")
            status_text = order.get("status_text", "")

            # 获取原始时间并格式化为 YYYY-MM-DD HH:MM:SS
            raw_created_at = order.get("created_at", order.get("date_added", ""))
            created_at = self._format_datetime(raw_created_at)

            # 构建商品列表
            items = order.get("items", [])
            formatted_items = []

            logger.info(
                f"Processing order {order_id} for items",
                items_count=len(items) if isinstance(items, list) else 0,
                items_type=type(items).__name__,
                first_item_keys=list(items[0].keys()) if items and len(items) > 0 else None
            )

            if items and isinstance(items, list):
                for item in items:
                    formatted_items.append({
                        "image": item.get("image_url", ""),
                        "name": item.get("name", "Product")
                    })

            logger.info(
                f"Formatted items for order {order_id}",
                formatted_items_count=len(formatted_items),
                sample_items=str(formatted_items[:2]) if formatted_items else "[]"
            )

            # 构建操作按钮 - 根据是否有物流信息决定是否显示物流按钮
            actions = [
                {
                    "text": details_text,
                    "reply": f"{details_reply_prefix}{order_id}"
                }
            ]

            # 只有当订单有物流信息时才显示物流按钮
            if order.get("has_parcels", False):
                actions.append({
                    "text": logistics_text,
                    "reply": f"{logistics_reply_prefix}{order_id}"
                })

            logger.debug(
                f"Built {len(actions)} actions for order {order_id}",
                has_parcels=order.get("has_parcels", False),
                actions_count=len(actions)
            )

            # 构建单个订单
            order_data = {
                "orderNumber": order_id,
                "date": created_at,
                "status": status_text,
                "items": formatted_items,
                "actions": actions
            }

            order_list_data.append(order_data)

        # 构建 content_attributes（order_list 格式）
        content_attributes = {
            "orders": order_list_data
        }

        # 记录发送的数据（用于调试）
        logger.info(
            "Sending order list",
            conversation_id=conversation_id,
            orders_count=len(orders),
            language=language,
            payload_preview=str(content_attributes)[:1000]
        )

        # 发送 order_list 类型消息
        client = await self._get_client()

        payload = {
            "content_type": "order_list",
            "content": "",
            "content_attributes": content_attributes
        }

        response = await client.post(
            f"/conversations/{conversation_id}/messages",
            json=payload
        )
        response.raise_for_status()

        return response.json()

    async def send_product_cards(
        self,
        conversation_id: int,
        products: list[dict[str, Any]],
        language: str = "en"
    ) -> dict[str, Any]:
        """发送商品搜索结果（使用 cards 格式）

        Args:
            conversation_id: 会话 ID
            products: 商品列表，每个商品包含：
                - spu_id: SPU ID
                - spu_sn: SPU 编号
                - product_name: 商品名称
                - product_image: 商品图片 URL
                - price: 价格
                - special_price: 特价（可选）
                - stock: 库存
                - sales_count: 销量
            language: 语言代码（en, nl, de, es, fr, it, tr, zh），默认 en

        Returns:
            发送结果

        Example:
            >>> products = [
            ...     {
            ...         "spu_id": "12345",
            ...         "product_name": "Product A",
            ...         "product_image": "https://...",
            ...         "price": "99.99",
            ...         "stock": 100
            ...     }
            ... ]
            >>> await chatwoot.send_product_cards(123, products, language="zh")
        """
        # 获取前端 URL
        frontend_url = settings.frontend_url.rstrip('/')

        # 构建商品卡片
        cards = []

        for product in products:
            spu_id = product.get("spu_id", "")
            spu_sn = product.get("spu_sn", "")
            product_name = product.get("product_name", "Unknown Product")
            product_image = product.get("product_image", "")
            price = product.get("price", "0")
            special_price = product.get("special_price")
            stock = product.get("stock", 0)
            sales_count = product.get("sales_count", 0)

            # 价格显示（如果有特价则显示特价）
            try:
                price_num = float(price) if price else 0
                price_text = f"€{price_num:.2f}"
            except (ValueError, TypeError):
                price_text = str(price) if price else "€0.00"

            # 构建描述
            if language == "zh":
                description_parts = []
                if special_price and float(special_price) < float(price or 0):
                    try:
                        special_num = float(special_price)
                        description_parts.append(f"特价: €{special_num:.2f}")
                    except:
                        pass
                if stock is not None:
                    description_parts.append(f"库存: {stock}")
                if sales_count:
                    description_parts.append(f"已售: {sales_count}")
                description = " | ".join(description_parts) if description_parts else "暂无详细信息"
            else:
                description_parts = []
                if special_price and float(special_price) < float(price or 0):
                    try:
                        special_num = float(special_price)
                        description_parts.append(f"Special: €{special_num:.2f}")
                    except:
                        pass
                if stock is not None:
                    description_parts.append(f"Stock: {stock}")
                if sales_count:
                    description_parts.append(f"Sold: {sales_count}")
                description = " | ".join(description_parts) if description_parts else "No details available"

            # 构建操作按钮
            actions = []
            if language == "zh":
                actions.append({
                    "type": "link",
                    "text": "查看详情",
                    "uri": f"{frontend_url}/product/detail?spuId={spu_id}"
                })
                if stock and stock > 0:
                    actions.append({
                        "type": "link",
                        "text": "立即购买",
                        "uri": f"{frontend_url}/product/detail?spuId={spu_id}"
                    })
            else:
                actions.append({
                    "type": "link",
                    "text": "View Details",
                    "uri": f"{frontend_url}/product/detail?spuId={spu_id}"
                })
                if stock and stock > 0:
                    actions.append({
                        "type": "link",
                        "text": "Buy Now",
                        "uri": f"{frontend_url}/product/detail?spuId={spu_id}"
                    })

            # 构建卡片
            card = {
                "title": product_name,
                "description": description,
                "media_url": product_image,
                "actions": actions
            }

            cards.append(card)

        # 发送 cards 类型消息
        client = await self._get_client()

        content_attributes = {
            "items": cards
        }

        # 添加标题
        if language == "zh":
            content = f"找到 {len(products)} 个商品"
        else:
            content = f"Found {len(products)} products"

        payload = {
            "content": content,
            "content_type": "cards",
            "content_attributes": content_attributes
        }

        logger.info(
            "Sending product cards",
            conversation_id=conversation_id,
            products_count=len(products),
            language=language,
            payload_preview=str(payload)[:1000]
        )

        response = await client.post(
            f"/conversations/{conversation_id}/messages",
            json=payload
        )
        response.raise_for_status()

        return response.json()

    # ============ Conversations ============
    
    async def get_conversation(self, conversation_id: int) -> dict[str, Any]:
        """Get conversation details
        
        Args:
            conversation_id: Conversation ID
            
        Returns:
            Conversation data
        """
        client = await self._get_client()
        
        response = await client.get(f"/conversations/{conversation_id}")
        response.raise_for_status()
        
        return response.json()
    
    async def update_conversation_status(
        self,
        conversation_id: int,
        status: ConversationStatus
    ) -> dict[str, Any]:
        """Update conversation status
        
        Args:
            conversation_id: Conversation ID
            status: New status
            
        Returns:
            Updated conversation data
        """
        client = await self._get_client()
        
        response = await client.post(
            f"/conversations/{conversation_id}/toggle_status",
            json={"status": status.value}
        )
        response.raise_for_status()
        
        logger.info(
            "Conversation status updated",
            conversation_id=conversation_id,
            status=status.value
        )
        return response.json()
    
    async def add_labels(
        self,
        conversation_id: int,
        labels: list[str]
    ) -> dict[str, Any]:
        """Add labels to a conversation

        Args:
            conversation_id: Conversation ID
            labels: List of label names

        Returns:
            Updated labels
        """
        client = await self._get_client()

        response = await client.post(
            f"/conversations/{conversation_id}/labels",
            json={"labels": labels}
        )
        response.raise_for_status()

        return response.json()

    async def toggle_typing_status(
        self,
        conversation_id: int,
        typing_status: str  # "on" or "off"
    ) -> dict[str, Any]:
        """Toggle typing status for a conversation

        显示/隐藏"正在输入..."状态指示器。Chatwoot 会根据用户设置的语言
        自动显示对应文本（如"正在输入..."、"Typing..."等）。

        Args:
            conversation_id: Conversation ID
            typing_status: Typing status, either "on" or "off"

        Returns:
            API response

        Raises:
            ValueError: If typing_status is not "on" or "off"

        Example:
            >>> # 开启 typing status
            >>> await chatwoot.toggle_typing_status(123, "on")
            >>> # 处理消息...
            >>> # 关闭 typing status
            >>> await chatwoot.toggle_typing_status(123, "off")
        """
        if typing_status not in ["on", "off"]:
            raise ValueError(
                f"typing_status must be 'on' or 'off', got '{typing_status}'"
            )

        client = await self._get_client()

        # 尝试使用 admin API 端点
        response = await client.post(
            f"/conversations/{conversation_id}/toggle_typing_status",
            json={"typing_status": typing_status}
        )

        # 如果 admin API 不可用，返回空响应（兼容性处理）
        try:
            response.raise_for_status()
        except httpx.HTTPStatusError as e:
            logger.warning(
                "Failed to toggle typing status via admin API",
                conversation_id=conversation_id,
                status=typing_status,
                error=str(e)
            )
            # 尝试降级到 public API
            return await self._toggle_typing_status_public(
                conversation_id, typing_status
            )

        logger.debug(
            "Typing status toggled",
            conversation_id=conversation_id,
            status=typing_status
        )

        # 尝试解析 JSON 响应，如果失败则返回空字典
        try:
            return response.json() if response.content else {}
        except Exception:
            return {}

    async def _toggle_typing_status_public(
        self,
        conversation_id: int,
        typing_status: str
    ) -> dict[str, Any]:
        """使用 public API 端点切换 typing status（降级方案）

        Args:
            conversation_id: Conversation ID
            typing_status: Typing status, either "on" or "off"

        Returns:
            API response
        """
        # TODO: 实现 public API 调用（需要 inbox_identifier 和 contact_identifier）
        # 目前先记录日志并返回空响应
        logger.info(
            "Public API typing status not implemented, skipping",
            conversation_id=conversation_id,
            status=typing_status
        )
        return {}

    @asynccontextmanager
    async def typing_indicator(self, conversation_id: int):
        """Typing indicator 上下文管理器

        自动管理 typing status 的开启和关闭。进入上下文时开启，
        退出时自动关闭，即使发生异常也会确保关闭。

        显示多语言支持：Chatwoot 会根据用户语言自动显示对应文本
        （如中文"正在输入..."、英文"Typing..."等）。

        Args:
            conversation_id: Conversation ID

        Yields:
            None

        Example:
            >>> async with chatwoot.typing_indicator(conversation_id):
            ...     # 处理消息或发送请求
            ...     await process_message(...)
            ...     await send_message(...)
            >>> # 退出上下文时自动关闭 typing status
        """
        try:
            # 开启 typing status
            await self.toggle_typing_status(conversation_id, "on")
            yield
        finally:
            # 确保关闭 typing status（即使发生异常）
            try:
                await self.toggle_typing_status(conversation_id, "off")
            except Exception as e:
                # 记录警告但不抛出异常
                logger.debug(
                    "Failed to disable typing status in context manager",
                    conversation_id=conversation_id,
                    error=str(e)
                )

    async def assign_agent(
        self,
        conversation_id: int,
        agent_id: int
    ) -> dict[str, Any]:
        """Assign an agent to a conversation
        
        Args:
            conversation_id: Conversation ID
            agent_id: Agent user ID
            
        Returns:
            Assignment result
        """
        client = await self._get_client()
        
        response = await client.post(
            f"/conversations/{conversation_id}/assignments",
            json={"assignee_id": agent_id}
        )
        response.raise_for_status()
        
        logger.info(
            "Agent assigned",
            conversation_id=conversation_id,
            agent_id=agent_id
        )
        return response.json()
    
    # ============ Contacts ============
    
    async def get_contact(self, contact_id: int) -> dict[str, Any]:
        """Get contact details
        
        Args:
            contact_id: Contact ID
            
        Returns:
            Contact data
        """
        client = await self._get_client()
        
        response = await client.get(f"/contacts/{contact_id}")
        response.raise_for_status()
        
        return response.json()
    
    async def update_contact(
        self,
        contact_id: int,
        attributes: dict[str, Any]
    ) -> dict[str, Any]:
        """Update contact attributes
        
        Args:
            contact_id: Contact ID
            attributes: Attributes to update
            
        Returns:
            Updated contact data
        """
        client = await self._get_client()
        
        response = await client.put(
            f"/contacts/{contact_id}",
            json=attributes
        )
        response.raise_for_status()
        
        return response.json()
    
    # ============ Messages History ============
    
    async def get_messages(
        self,
        conversation_id: int,
        before: Optional[int] = None
    ) -> list[dict[str, Any]]:
        """Get conversation messages
        
        Args:
            conversation_id: Conversation ID
            before: Get messages before this message ID
            
        Returns:
            List of messages
        """
        client = await self._get_client()
        
        params = {}
        if before:
            params["before"] = before
        
        response = await client.get(
            f"/conversations/{conversation_id}/messages",
            params=params
        )
        response.raise_for_status()
        
        data = response.json()
        return data.get("payload", [])


# ============ Helper Functions ============

def format_order_card_markdown(order_data: dict[str, Any]) -> str:
    """格式化订单信息为 Markdown 卡片

    Args:
        order_data: 订单数据，包含订单号、状态、商品、金额、物流等信息

    Returns:
        格式化的 Markdown 字符串

    Example:
        >>> order = {
        ...     "order_id": "123456789",
        ...     "status": "shipped",
        ...     "status_text": "已发货",
        ...     "created_at": "2023-10-27 14:30",
        ...     "items": [...],
        ...     "total_amount": "1058.00",
        ...     "shipping_fee": "0.00",
        ...     "logistics": {...}
        ... }
        >>> markdown = format_order_card_markdown(order)
    """
    # 订单状态 emoji 映射
    status_emoji = {
        "pending": "⏳",
        "paid": "💰",
        "processing": "⚙️",
        "shipped": "📦",
        "delivered": "✅",
        "completed": "✅",
        "cancelled": "❌",
        "refunded": "💸",
        "failed": "⚠️",
    }

    # 获取状态文本和 emoji
    status = order_data.get("status", "unknown")
    status_text = order_data.get("status_text", status)
    emoji = status_emoji.get(status, "📦")

    lines = [
        f"{emoji} **订单状态：{status_text}**",
        f"📝 **订单号：** `{order_data.get('order_id', '')}`",
    ]

    # 添加下单时间（如果有）
    if order_data.get("created_at"):
        lines.append(f"📅 **下单时间：** {order_data['created_at']}")

    lines.append("")  # 空行
    lines.append("**商品详情**")

    # 添加商品列表
    items = order_data.get("items", [])
    if items:
        for item in items:
            name = item.get("name", "未知商品")
            quantity = item.get("quantity", 1)
            price = item.get("price", "0.00")
            # 可选：添加图片链接
            image_markdown = ""
            if item.get("image_url"):
                image_markdown = f" [图片]({item['image_url']})"
            lines.append(f"▫️{image_markdown} {name} × {quantity}  ¥{price}")
    else:
        lines.append("▫️ 无商品信息")

    # 添加金额信息
    lines.extend([
        "",
        f"💰 **实付：** ¥{order_data.get('total_amount', '0.00')} (含运费 ¥{order_data.get('shipping_fee', '0.00')})"
    ])

    # 添加物流信息（如果有）
    logistics = order_data.get("logistics")
    if logistics:
        lines.extend([
            "",
            "🚚 **物流信息**",
            f"承运商：{logistics.get('carrier', '未知')}",
            f"单号：{logistics.get('tracking_number', '未知')}",
            "*点击单号可复制跟踪*"
        ])

    # 添加备注（如果有）
    if order_data.get("remark"):
        lines.extend([
            "",
            f"📋 **备注：** {order_data['remark']}"
        ])

    return "\n".join(lines)


def create_action_buttons(actions: list[dict[str, Any]]) -> dict[str, Any]:
    """创建 Chatwoot 操作按钮卡片

    Args:
        actions: 按钮配置列表，每个按钮包含：
            - type: "link" 或 "postback"
            - text: 按钮文字
            - uri: 链接地址（type=link 时）
            - payload: 回传数据（type=postback 时）

    Returns:
        符合 Chatwoot content_attributes 格式的字典

    Example:
        >>> actions = [
        ...     {"type": "link", "text": "查看详情", "uri": "https://example.com"},
        ...     {"type": "postback", "text": "联系客服", "payload": "CONTACT_SUPPORT"}
        ... ]
        >>> buttons = create_action_buttons(actions)
    """
    return {
        "items": [{
            "title": "操作",
            "actions": actions
        }]
    }


# Global Chatwoot client instance
chatwoot_client: Optional[ChatwootClient] = None


def get_chatwoot_client(account_id: Optional[int] = None) -> ChatwootClient:
    """Get or create Chatwoot client instance

    Args:
        account_id: Chatwoot account ID. If not provided, uses settings default.
    """
    global chatwoot_client
    if account_id is not None:
        # 创建指定 account_id 的客户端实例
        return ChatwootClient(account_id=account_id)
    if chatwoot_client is None:
        chatwoot_client = ChatwootClient()
    return chatwoot_client