[{"_1":2,"_3":-5,"_4":-5},"loaderData",{"_5":6,"_7":8,"_9":10},"actionData","errors","root",{"_154":155,"_156":157},"routes/_app.x.$handle.$name",{"_11":12,"_13":14,"_15":-7,"_18":19,"_17":-7,"_117":-5,"_20":118,"_22":119,"_120":121,"_122":123,"_25":124,"_24":-5,"_125":-5,"_126":-5,"_127":53,"_128":129,"_130":44,"_131":-5,"_132":-5,"_133":134},"routes/_app.x.$handle.$name.code.$",{"_11":12,"_13":14,"_15":16,"_17":-7,"_18":19,"_20":21,"_22":23,"_24":-7,"_25":26,"_27":-5,"_28":-5,"_29":-5,"_30":-5,"_31":-5},"handle","melkrawina","name","mel-outage-mocked","branchName","main","version","path","","project",{"_33":61,"_13":14,"_45":62,"_63":-5,"_64":53,"_65":66,"_67":66,"_68":69,"_70":-5,"_71":72,"_73":37,"_74":44,"_75":-5,"_76":-5,"_77":78,"_79":80,"_81":-5,"_82":-5,"_83":-5,"_84":-5,"_85":86,"_87":86,"_88":89,"_90":89,"_91":89,"_92":86,"_93":86,"_94":95,"_96":97,"_98":99,"_100":53},"tree",[56],"file","contents",[32],"upstream","pull","ahead","behind","envVars",{"_33":34,"_13":35,"_36":37,"_38":-5,"_39":40,"_41":42,"_43":44,"_45":46,"_17":47,"_48":49,"_50":51,"_52":53,"_54":-5,"_18":55},"id","93162d45-6215-4984-987e-acf4f62b88d6","api.ts","fileId","50adc982-b15c-11f1-bd3e-1607ee4eb77e","parentId","branchId","58cda6f5-c3bb-46c7-a927-f3a16c259b30","branchVersion",11,"latest",true,"createdAt",["D",1789617519034],7,"fileType","http","content","/**\n * Vodafone demo - mock backend for ElevenAgents webhook tools\n * Val Town HTTP val (Deno / TypeScript).\n *\n * GET /health <- open this in a browser first\n * POST /verify_caller\n * POST /get_line_status\n * POST /run_line_reset\n * POST /get_technician_slots\n * POST /book_technician\n * POST /send_sms\n * POST /apply_goodwill_credit\n * POST /verify_identity <- strong auth, unlocks contract topics\n * POST /get_offers <- retention: tariff catalogue, filtered\n * POST /create_retention_case <- retention: email to the retention team\n * POST /send_email\n * GET /send_test_sms <- fires one real SMS\n * GET /send_test_email <- fires one real email\n * POST /escalate_to_human\n * GET /portal_state\n * POST /reset\n * POST /set_outage <- {\"active\": true|false}\n * POST /resolve_outage <- fires the restore SMS to everyone opted in\n *\n * Every request except /health needs header x-demo-key: wk1-vodafone-demo\n */\n\nimport { email as valtownEmail } from \"https://esm.town/v/std/email\";\n\nconst DEMO_KEY = \"wk1-vodafone-demo\";\nconst GOODWILL_CAP_EUR = 20;\n\n// ---------------------------------------------------------------------------\n// Real SMS delivery via Twilio.\n//\n// Set these in Val Town under Settings -> Environment Variables:\n// TWILIO_ACCOUNT_SID ACxxxxxxxx...\n// TWILIO_AUTH_TOKEN the primary auth token\n// TWILIO_FROM the Twilio number in E.164, e.g. +12025550143\n//\n// If any of the three is missing the backend stays in mock mode and the call\n// still succeeds, so a credential problem can never break a live demo.\n//\n// Email goes out through Val Town's own mailer, which needs no credentials.\n// On the free plan it can only deliver to the address on the Val Town\n// account, so leave DEMO_INBOX unset if the address below is not that one.\n// ---------------------------------------------------------------------------\nconst TWILIO_SID = Deno.env.get(\"TWILIO_ACCOUNT_SID\") ?? \"\";\nconst TWILIO_TOKEN = Deno.env.get(\"TWILIO_AUTH_TOKEN\") ?? \"\";\nconst TWILIO_FROM = Deno.env.get(\"TWILIO_FROM\") ?? \"\";\n\n// Every demo SMS lands here, whatever number the agent believes it is texting.\nconst DEMO_HANDSET = Deno.env.get(\"DEMO_HANDSET\") ?? \"+491753186681\";\n// Every demo email lands here. Empty means \"the Val Town account owner\".\nconst DEMO_INBOX = Deno.env.get(\"DEMO_INBOX\") ?? \"melanie.krawina@gmail.com\";\n\nconst TWILIO_READY = Boolean(\n TWILIO_SID && TWILIO_TOKEN && TWILIO_FROM && DEMO_HANDSET,\n);\n\ninterface Delivery {\n kanal: \"twilio\" | \"valtown\" | \"mock\";\n zugestellt: boolean;\n an_geraet?: string;\n an_postfach?: string;\n message_sid?: string;\n fehler?: string;\n}\n\n/**\n * Hands the text to Twilio. Never throws and never blocks longer than six\n * seconds, so the agent's tool call always returns in time.\n */\nasync function deliverSms(text: string): Promise {\n if (!TWILIO_READY) return { kanal: \"mock\", zugestellt: false };\n\n const controller = new AbortController();\n const timer = setTimeout(() => controller.abort(), 6000);\n\n try {\n const res = await fetch(\n \"https://api.twilio.com/2010-04-01/Accounts/\" + TWILIO_SID +\n \"/Messages.json\",\n {\n method: \"POST\",\n signal: controller.signal,\n headers: {\n \"Authorization\": \"Basic \" + btoa(TWILIO_SID + \":\" + TWILIO_TOKEN),\n \"Content-Type\": \"application/x-www-form-urlencoded\",\n },\n body: new URLSearchParams({\n To: DEMO_HANDSET,\n From: TWILIO_FROM,\n Body: text,\n }),\n },\n );\n\n const payload = await res.json().catch(() => ({}));\n\n if (!res.ok) {\n return {\n kanal: \"mock\",\n zugestellt: false,\n fehler: \"twilio \" + res.status + \": \" +\n String(payload.message ?? \"unbekannt\"),\n };\n }\n\n return {\n kanal: \"twilio\",\n zugestellt: true,\n an_geraet: DEMO_HANDSET,\n message_sid: String(payload.sid ?? \"\"),\n };\n } catch (err) {\n const message = err instanceof Error ? err.message : String(err);\n return { kanal: \"mock\", zugestellt: false, fehler: message };\n } finally {\n clearTimeout(timer);\n }\n}\n\n/**\n * Sends the mail through Val Town's mailer. The demo routes every message to\n * one inbox and states on the first line who the real recipient would be, so\n * an internal retention mail and a customer mail both arrive and stay\n * distinguishable. Never throws.\n */\nasync function deliverEmail(\n betreff: string,\n text: string,\n eigentlich_an: string,\n): Promise {\n const body = \"[Demo-Zustellung. In Produktion ginge diese Nachricht an \" +\n eigentlich_an + \".]\\n\\n\" +\n text;\n\n try {\n const payload: Record = { subject: betreff, text: body };\n if (DEMO_INBOX !== \"\") payload.to = DEMO_INBOX;\n await valtownEmail(payload);\n return {\n kanal: \"valtown\",\n zugestellt: true,\n an_postfach: DEMO_INBOX !== \"\" ? DEMO_INBOX : \"Val-Town-Konto\",\n };\n } catch (err) {\n const message = err instanceof Error ? err.message : String(err);\n return { kanal: \"mock\", zugestellt: false, fehler: message };\n }\n}\n\n// Strong-authentication credentials for the demo persona.\n// Vodafone uses a self-chosen Kundenkennwort plus date of birth.\nconst AUTH = {\n geburtsdatum: \"1993-07-14\", // \"vierzehnter Juli neunzehndreiundneunzig\"\n kundenkennwort: \"sonnenblume\", // compared case-insensitively\n};\n\ninterface Customer {\n customer_id: string;\n anrede: string;\n nachname: string;\n vorname: string;\n tarif: string;\n strasse: string;\n plz: string;\n bezirk: string;\n kunde_seit: string;\n tickets_gesamt: number;\n zahlungshistorie: string;\n vertragsverlaengerung: string;\n geschaeftskunde: boolean;\n mobil: string;\n email: string;\n monatspreis_eur: number;\n mbit: number;\n}\n\nconst MELANIE: Customer = {\n customer_id: \"KD-4471-0093\",\n anrede: \"Frau\",\n nachname: \"Krawina\",\n vorname: \"Melanie\",\n tarif: \"Vodafone Kabel, 1.000 Mbit\",\n strasse: \"Tieckstraße\",\n plz: \"10115\",\n bezirk: \"Berlin-Mitte\",\n kunde_seit: \"2019-03-14\",\n tickets_gesamt: 0,\n zahlungshistorie: \"ohne Beanstandung\",\n vertragsverlaengerung: \"2027-01-31\",\n geschaeftskunde: false,\n mobil: \"+4915112345678\",\n email: \"melanie.krawina@example.de\",\n monatspreis_eur: 54.99,\n mbit: 1000,\n};\n\n// ------------------------------------------------- retention: catalogue\n\nconst RETENTION_EMAIL = \"retention-dach@vodafone-demo.de\";\n\ninterface Tarif {\n tarif: string;\n mbit: number;\n monatspreis_eur: number;\n laufzeit_monate: number;\n enthalten: string[];\n bedarf: string[]; // internet | internet_telefon | tv_kombi\n}\n\nconst TARIFE: Tarif[] = [\n {\n tarif: \"CableMax 1000\",\n mbit: 1000,\n monatspreis_eur: 44.99,\n laufzeit_monate: 24,\n enthalten: [\"Internet 1.000 Mbit\", \"Telefon-Flat ins dt. Festnetz\"],\n bedarf: [\"internet\", \"internet_telefon\"],\n },\n {\n tarif: \"CableMax 600\",\n mbit: 600,\n monatspreis_eur: 39.99,\n laufzeit_monate: 24,\n enthalten: [\"Internet 600 Mbit\", \"Telefon-Flat ins dt. Festnetz\"],\n bedarf: [\"internet\", \"internet_telefon\"],\n },\n {\n tarif: \"CableMax 250\",\n mbit: 250,\n monatspreis_eur: 29.99,\n laufzeit_monate: 24,\n enthalten: [\"Internet 250 Mbit\", \"Telefon-Flat ins dt. Festnetz\"],\n bedarf: [\"internet\", \"internet_telefon\"],\n },\n {\n tarif: \"CableMax 100 Flex\",\n mbit: 100,\n monatspreis_eur: 24.99,\n laufzeit_monate: 1,\n enthalten: [\"Internet 100 Mbit\", \"monatlich kuendbar\"],\n bedarf: [\"internet\"],\n },\n {\n tarif: \"GigaZuhause 1000 + TV\",\n mbit: 1000,\n monatspreis_eur: 54.99,\n laufzeit_monate: 24,\n enthalten: [\n \"Internet 1.000 Mbit\",\n \"Telefon-Flat\",\n \"GigaTV mit 100 Sendern\",\n ],\n bedarf: [\"tv_kombi\", \"internet_telefon\"],\n },\n];\n\n// Add your own number as a key so a real call resolves to the same record.\nconst CUSTOMERS: Record = {\n \"+4915112345678\": MELANIE,\n};\n\nconst OUTAGE = {\n plz: \"10115\",\n ursache: \"Beschädigung einer Glasfaser-Zuleitung durch Dritte\",\n betroffene_anschluesse: 18000,\n behebung_voraussichtlich: \"22:40 Uhr\",\n stoerungsnummer: \"STG-2026-0913-MITTE\",\n};\n\ninterface State {\n outage_active: boolean;\n line_reset_done: boolean;\n booking: Record | null;\n sms_sent: Record[];\n restore_optins: string[];\n identity_verified: boolean;\n identity_attempts: number;\n credit: Record | null;\n escalated: Record | null;\n emails_sent: Record[];\n retention_case: Record | null;\n offers_shown: Record[];\n updated_at: string;\n}\n\nfunction freshState(): State {\n return {\n outage_active: true,\n line_reset_done: false,\n booking: null,\n sms_sent: [],\n restore_optins: [],\n identity_verified: false,\n identity_attempts: 0,\n credit: null,\n escalated: null,\n emails_sent: [],\n retention_case: null,\n offers_shown: [],\n updated_at: new Date().toISOString(),\n };\n}\n\nlet state: State = freshState();\n\nfunction touch(): void {\n state.updated_at = new Date().toISOString();\n}\n\nfunction yearsSince(iso: string): number {\n return Math.floor((Date.now() - new Date(iso).getTime()) / 31557600000);\n}\n\nfunction monthsUntil(iso: string): number {\n return Math.max(\n 0,\n Math.round((new Date(iso).getTime() - Date.now()) / 2629800000),\n );\n}\n\ninterface Slot {\n slot_id: string;\n datum: string;\n wochentag: string;\n von: string;\n bis: string;\n tage_ab_heute: number;\n}\n\nfunction nextSlots(): Slot[] {\n const out: Slot[] = [];\n const windows: string[][] = [[\"08:00\", \"10:00\"], [\"10:00\", \"12:00\"], [\n \"13:00\",\n \"15:00\",\n ]];\n const days = [\"So\", \"Mo\", \"Di\", \"Mi\", \"Do\", \"Fr\", \"Sa\"];\n for (let i = 1; out.length < 3 && i < 14; i++) {\n const day = new Date(Date.now() + i * 86400000);\n if (day.getDay() === 0 || day.getDay() === 6) continue;\n const w = windows[out.length];\n out.push({\n slot_id: \"S\" + (out.length + 1),\n datum: day.toISOString().slice(0, 10),\n wochentag: days[day.getDay()],\n von: w[0],\n bis: w[1],\n tage_ab_heute: i,\n });\n }\n return out;\n}\n\nfunction renderSms(template: string, p: Record): string {\n const map: Record = {\n // SMS 1, sent by the agent at the end of the call\n outage_confirm: \"Vodafone: Ihre Störungsmeldung ist aufgenommen (\" +\n OUTAGE.stoerungsnummer +\n \"). Ursache: \" + OUTAGE.ursache +\n \". Voraussichtlich behoben bis \" + OUTAGE.behebung_voraussichtlich +\n \". Wir melden uns automatisch, sobald Ihr Anschluss wieder läuft.\",\n // SMS 2, fired by /resolve_outage, never by the agent\n outage_restored: \"Vodafone: Ihr Anschluss in \" + OUTAGE.plz +\n \" läuft wieder, seit \" +\n String(p.behoben_um ?? \"22:36 Uhr\") +\n \". Die Störung \" + OUTAGE.stoerungsnummer +\n \" ist geschlossen. Falls weiterhin Probleme bestehen, antworten Sie mit HILFE.\",\n // SMS 3, sent by the agent after a goodwill credit\n goodwill_confirm: \"Vodafone: Wir haben Ihnen \" +\n String(p.betrag_eur ?? GOODWILL_CAP_EUR) +\n \" Euro auf Ihrer nächsten Rechnung gutgeschrieben. Danke für Ihre Geduld.\",\n };\n return map[template] ?? (\"Vodafone: \" + template);\n}\n\ninterface Mail {\n betreff: string;\n text: string;\n}\n\nfunction renderEmail(template: string, p: Record): Mail {\n const name = MELANIE.anrede + \" \" + MELANIE.nachname;\n const map: Record = {\n // Customer is moving away and the connection cannot come with them.\n umzug_infos: {\n betreff: \"Ihr Vodafone Kabelanschluss und Ihr Umzug\",\n text: \"Guten Tag \" + name + \",\\n\\n\" +\n \"wie eben besprochen schicken wir Ihnen die Unterlagen zu Ihrem Umzug.\\n\\n\" +\n \"1. Mitnahme des Anschlusses: An der neuen Adresse pruefen wir, ob das Vodafone \" +\n \"Kabelnetz verfuegbar ist. Ist es das, zieht Ihr Vertrag einfach mit um.\\n\" +\n \"2. Ist das Netz dort nicht verfuegbar, koennen Sie den Vertrag zum Umzugstermin \" +\n \"ausserordentlich beenden. Wir brauchen dafuer die neue Meldeadresse und das Umzugsdatum.\\n\" +\n \"3. Sie zahlen in beiden Faellen keine Gebuehr fuer den Wechsel.\\n\\n\" +\n \"Antworten Sie einfach auf diese Mail, dann uebernehmen wir den Rest.\\n\\n\" +\n \"Viele Gruesse\\nIhr Vodafone Kundenservice\",\n },\n // Customer asked about ending the contract; process information only.\n kuendigung_infos: {\n betreff: \"Ihre Anfrage zu Ihrem Vodafone Vertrag\",\n text: \"Guten Tag \" + name + \",\\n\\n\" +\n \"wie besprochen erhalten Sie hier die Eckdaten zu Ihrem Vertrag.\\n\\n\" +\n \"Vertragsende: \" + MELANIE.vertragsverlaengerung + \"\\n\" +\n \"Kuendigungsfrist: ein Monat zum Vertragsende\\n\" +\n \"Nach Ablauf der Mindestlaufzeit ist der Vertrag monatlich kuendbar.\\n\\n\" +\n \"Wenn Sie moechten, melden wir uns vorher noch einmal mit einem passenden Angebot.\\n\\n\" +\n \"Viele Gruesse\\nIhr Vodafone Kundenservice\",\n },\n // Recap of the tariff discussed on the call.\n angebot_zusammenfassung: {\n betreff: \"Ihr persoenliches Angebot von Vodafone\",\n text: \"Guten Tag \" + name + \",\\n\\n\" +\n \"hier noch einmal in Ruhe zum Nachlesen, worueber wir gerade gesprochen haben.\\n\\n\" +\n \"Tarif: \" + String(p.tarif ?? \"\") + \"\\n\" +\n \"Monatlich: \" + String(p.monatspreis_eur ?? \"\") + \" Euro\\n\" +\n \"Ihr heutiger Preis: \" + MELANIE.monatspreis_eur + \" Euro\\n\\n\" +\n \"Das Angebot gilt vierzehn Tage. Melden Sie sich einfach, wenn Sie es moechten.\\n\\n\" +\n \"Viele Gruesse\\nIhr Vodafone Kundenservice\",\n },\n };\n return map[template] ?? {\n betreff: \"Ihre Anfrage bei Vodafone\",\n text: \"Guten Tag \" + name +\n \",\\n\\nvielen Dank fuer Ihren Anruf.\\n\\nIhr Vodafone Kundenservice\",\n };\n}\n\ntype Args = Record;\n\nconst handlers: Record unknown> = {\n verify_caller(a: Args) {\n const num = typeof a.phone_number === \"string\" ? a.phone_number : \"\";\n const c: Customer = CUSTOMERS[num] ?? MELANIE;\n return {\n verified: true,\n method: \"number_verification\",\n debug_empfangene_nummer: num === \"\" ? \"(leer)\" : num,\n ...c,\n kunde_seit_jahre: yearsSince(c.kunde_seit),\n vertragsverlaengerung_in_monaten: monthsUntil(c.vertragsverlaengerung),\n };\n },\n\n get_line_status(a: Args) {\n const scope = typeof a.scope === \"string\" && a.scope !== \"\"\n ? a.scope\n : \"auto\";\n\n if (scope === \"auto\" && state.outage_active) {\n return {\n status: \"gestoert\",\n scope: \"area\",\n ursache: OUTAGE.ursache,\n stoerungsnummer: OUTAGE.stoerungsnummer,\n betroffene_anschluesse: OUTAGE.betroffene_anschluesse,\n behebung_voraussichtlich: OUTAGE.behebung_voraussichtlich,\n plz: OUTAGE.plz,\n };\n }\n\n if (state.line_reset_done) {\n return {\n status: \"ok\",\n scope: \"individual\",\n hinweis: \"Anschluss läuft wieder\",\n };\n }\n\n return {\n status: \"gestoert\",\n scope: \"individual\",\n ursache: \"Signalpegel am Hausanschluss zu niedrig\",\n empfehlung: \"Router-Neustart, danach erneute Messung\",\n stoerungsnummer: \"STG-2026-0913-\" +\n String(a.customer_id ?? \"0000\").slice(-4),\n };\n },\n\n run_line_reset(_a: Args) {\n state.line_reset_done = false; // stays down, so Path B reaches the booking\n touch();\n return {\n ausgefuehrt: true,\n dauer_sekunden: 45,\n ergebnis: \"Signalpegel weiterhin unterhalb des Grenzwerts\",\n naechster_schritt: \"Technikertermin erforderlich\",\n };\n },\n\n get_technician_slots(_a: Args) {\n return { slots: nextSlots() };\n },\n\n book_technician(a: Args) {\n const slots = nextSlots();\n const slot = slots.find((s) => s.slot_id === a.slot_id) ?? slots[0];\n const booking = {\n bestaetigt: true,\n auftragsnummer: \"TA-\" +\n Math.random().toString(36).slice(2, 8).toUpperCase(),\n ...slot,\n kunde: a.customer_id ?? MELANIE.customer_id,\n };\n state.booking = booking;\n touch();\n return booking;\n },\n\n async send_sms(a: Args) {\n const template = String(a.template ?? \"\");\n const kunde = String(a.customer_id ?? MELANIE.customer_id);\n let params: Record = {};\n if (a.params && typeof a.params === \"object\") params = a.params;\n else if (typeof a.params === \"string\") {\n try {\n params = JSON.parse(a.params);\n } catch (_e) {\n params = {};\n }\n }\n\n // Confirming the outage automatically registers the customer for the\n // restore notification. The agent never sends that second message.\n let angemeldet = false;\n if (\n template === \"outage_confirm\" && !state.restore_optins.includes(kunde)\n ) {\n state.restore_optins.push(kunde);\n angemeldet = true;\n }\n\n const text = renderSms(template, params);\n const zustellung = await deliverSms(text);\n\n const msg = {\n template,\n an: kunde,\n text,\n gesendet_um: new Date().toISOString(),\n ausgeloest_von: \"agent\",\n kanal: zustellung.kanal,\n };\n state.sms_sent.push(msg);\n touch();\n return {\n gesendet: true,\n ...msg,\n zustellung,\n fuer_entstoerungs_sms_angemeldet: angemeldet ||\n state.restore_optins.includes(kunde),\n };\n },\n\n apply_goodwill_credit(a: Args) {\n const requested = Number(a.betrag_eur);\n const wanted = Number.isFinite(requested) && requested > 0\n ? requested\n : GOODWILL_CAP_EUR;\n const granted = Math.min(wanted, GOODWILL_CAP_EUR);\n const credit = {\n gewaehrt: true,\n betrag_eur: granted,\n gekappt: wanted > GOODWILL_CAP_EUR,\n obergrenze_eur: GOODWILL_CAP_EUR,\n grund: a.grund ?? \"Kulanz nach Störung\",\n kunde: a.customer_id ?? MELANIE.customer_id,\n buchung: \"naechste Rechnung\",\n protokolliert_um: new Date().toISOString(),\n };\n state.credit = credit;\n touch();\n return credit;\n },\n\n /**\n * Strong authentication, required before any contract topic.\n * Accepts a spoken or written date and normalises it.\n */\n verify_identity(a: Args) {\n const rawDate = String(a.geburtsdatum ?? \"\").trim();\n const pw = String(a.kundenkennwort ?? \"\").trim().toLowerCase();\n\n // accept 1993-07-14, 14.07.1993, 14.7.1993, 14/07/1993\n let iso = \"\";\n const m1 = rawDate.match(/^(\\d{4})-(\\d{1,2})-(\\d{1,2})$/);\n const m2 = rawDate.match(/^(\\d{1,2})[.\\/](\\d{1,2})[.\\/](\\d{4})$/);\n if (m1) {\n iso = m1[1] + \"-\" + m1[2].padStart(2, \"0\") + \"-\" + m1[3].padStart(2, \"0\");\n } else if (m2) {\n iso = m2[3] + \"-\" + m2[2].padStart(2, \"0\") + \"-\" + m2[1].padStart(2, \"0\");\n }\n\n const dateOk = iso !== \"\" && iso === AUTH.geburtsdatum;\n const pwOk = pw !== \"\" && pw === AUTH.kundenkennwort;\n\n if (dateOk && pwOk) {\n state.identity_verified = true;\n touch();\n return {\n verifiziert: true,\n stufe: \"stark\",\n methode: \"geburtsdatum_und_kundenkennwort\",\n freigegebene_themen: [\n \"Vertragsdetails\",\n \"Vertragsverlaengerung\",\n \"Tarifinformationen\",\n \"Rechnungsauskunft\",\n ],\n hinweis: \"Vertragsthemen sind jetzt freigegeben.\",\n };\n }\n\n state.identity_attempts += 1;\n touch();\n return {\n verifiziert: false,\n stufe: \"keine\",\n fehlgeschlagene_versuche: state.identity_attempts,\n geburtsdatum_korrekt: dateOk,\n kundenkennwort_korrekt: pwOk,\n hinweis: state.identity_attempts >= 2\n ? \"Zwei Fehlversuche. Uebergeben Sie an einen menschlichen Kollegen.\"\n : \"Ein Versuch ist noch moeglich. Nennen Sie dem Kunden nicht, welches der beiden Merkmale falsch war.\",\n };\n },\n\n /**\n * Retention step 1: what can we actually put on the table.\n * The catalogue lives here, so the agent can only name real tariffs.\n */\n get_offers(a: Args) {\n const bedarf = String(a.bedarf ?? \"internet_telefon\").trim().toLowerCase();\n const prioritaet = String(a.prioritaet ?? \"preis\").trim().toLowerCase();\n\n let passend = TARIFE.filter((t) => t.bedarf.includes(bedarf));\n if (passend.length === 0) passend = TARIFE.slice();\n\n if (prioritaet === \"geschwindigkeit\") {\n passend.sort((x, y) => y.mbit - x.mbit);\n } else if (prioritaet === \"flexibilitaet\") {\n passend.sort((x, y) => x.laufzeit_monate - y.laufzeit_monate);\n } else {\n passend.sort((x, y) => x.monatspreis_eur - y.monatspreis_eur);\n }\n\n const angebote = passend.slice(0, 3).map((t) => ({\n ...t,\n ersparnis_pro_monat_eur:\n Math.round((MELANIE.monatspreis_eur - t.monatspreis_eur) * 100) / 100,\n langsamer_als_heute: t.mbit < MELANIE.mbit,\n }));\n\n state.offers_shown = angebote;\n touch();\n\n return {\n aktueller_tarif: {\n tarif: MELANIE.tarif,\n mbit: MELANIE.mbit,\n monatspreis_eur: MELANIE.monatspreis_eur,\n },\n angebote,\n hinweis:\n \"Nennen Sie ausschliesslich Tarife aus dieser Liste. Erfinden Sie keinen Preis \" +\n \"und keinen Rabatt. Ein besseres Angebot als hier gibt es nur ueber das Retention-Team.\",\n };\n },\n\n /**\n * Retention step 2: the caller turned the offers down.\n * Produces the email a human retention agent receives.\n */\n async create_retention_case(a: Args) {\n const grund = String(a.kuendigungsgrund ?? \"nicht genannt\");\n const angebot = String(a.angebot_gemacht ?? \"keines\");\n const reaktion = String(a.reaktion_des_kunden ?? \"nicht festgehalten\");\n const notiz = String(a.notiz ?? \"\");\n\n const fall = \"RET-\" + Date.now().toString().slice(-6);\n const restlaufzeit = monthsUntil(MELANIE.vertragsverlaengerung);\n\n const text = \"Retention-Fall \" + fall + \"\\n\\n\" +\n \"KUNDE\\n\" +\n MELANIE.anrede + \" \" + MELANIE.vorname + \" \" + MELANIE.nachname + \"\\n\" +\n \"Kundennummer \" + MELANIE.customer_id + \"\\n\" +\n \"Kunde seit \" + MELANIE.kunde_seit + \", das sind \" +\n yearsSince(MELANIE.kunde_seit) + \" Jahre\\n\" +\n \"Tickets bisher: \" + MELANIE.tickets_gesamt + \"\\n\" +\n \"Zahlungshistorie: \" + MELANIE.zahlungshistorie + \"\\n\\n\" +\n \"VERTRAG\\n\" +\n \"Aktuell: \" + MELANIE.tarif + \", \" + MELANIE.monatspreis_eur +\n \" Euro im Monat\\n\" +\n \"Laeuft aus am \" + MELANIE.vertragsverlaengerung + \", in \" +\n restlaufzeit + \" Monaten\\n\\n\" +\n \"GESPRAECH\\n\" +\n \"Kuendigungsgrund laut Kunde: \" + grund + \"\\n\" +\n \"Angebot im Gespraech: \" + angebot + \"\\n\" +\n \"Reaktion: \" + reaktion + \"\\n\" +\n (notiz !== \"\" ? \"Notiz: \" + notiz + \"\\n\" : \"\") +\n \"\\nBITTE PRUEFEN\\n\" +\n \"Ob ein Sonderangebot ausserhalb des Standardkatalogs moeglich ist. \" +\n \"Der Kunde erwartet einen Rueckruf innerhalb von 24 Stunden.\\n\" +\n \"Rueckrufnummer: \" + MELANIE.mobil;\n\n const betreff = \"Retention \" + fall + \" - \" + MELANIE.nachname +\n \", Vertragsende in \" + restlaufzeit + \" Monaten\";\n const zustellung = await deliverEmail(betreff, text, RETENTION_EMAIL);\n\n const retentionCase = {\n fall_nummer: fall,\n angelegt_um: new Date().toISOString(),\n kuendigungsgrund: grund,\n angebot_gemacht: angebot,\n reaktion_des_kunden: reaktion,\n email: {\n an: RETENTION_EMAIL,\n betreff,\n text,\n },\n kanal: zustellung.kanal,\n };\n\n state.retention_case = retentionCase;\n state.emails_sent.push({\n template: \"retention_fall\",\n an: RETENTION_EMAIL,\n betreff,\n text,\n gesendet_um: new Date().toISOString(),\n kanal: zustellung.kanal,\n });\n touch();\n\n return {\n ...retentionCase,\n zustellung,\n rueckmeldung_innerhalb_stunden: 24,\n hinweis:\n \"Sagen Sie dem Kunden zu, dass sich ein Kollege innerhalb von 24 Stunden meldet. \" +\n \"Versprechen Sie keinen konkreten Rabatt und keinen Betrag.\",\n };\n },\n\n async send_email(a: Args) {\n const template = String(a.template ?? \"\");\n let params: Record = {};\n if (a.params && typeof a.params === \"object\") params = a.params;\n else if (typeof a.params === \"string\") {\n try {\n params = JSON.parse(a.params);\n } catch (_e) {\n params = {};\n }\n }\n\n const mail = renderEmail(template, params);\n const empfaenger = String(a.email ?? MELANIE.email);\n const zustellung = await deliverEmail(mail.betreff, mail.text, empfaenger);\n\n const msg = {\n template,\n an: empfaenger,\n betreff: mail.betreff,\n text: mail.text,\n gesendet_um: new Date().toISOString(),\n kanal: zustellung.kanal,\n };\n state.emails_sent.push(msg);\n touch();\n return { gesendet: true, ...msg, zustellung };\n },\n\n escalate_to_human(a: Args) {\n state.escalated = {\n customer_id: a.customer_id ?? MELANIE.customer_id,\n grund: a.grund ?? \"\",\n zusammenfassung: a.zusammenfassung ?? \"\",\n um: new Date().toISOString(),\n };\n touch();\n return {\n uebergeben: true,\n wartezeit_minuten: 4,\n ticket: \"ESC-\" + Date.now().toString().slice(-6),\n };\n },\n};\n\nfunction json(body: unknown, status = 200): Response {\n return new Response(JSON.stringify(body, null, 2), {\n status,\n headers: {\n \"content-type\": \"application/json; charset=utf-8\",\n \"access-control-allow-origin\": \"*\",\n \"access-control-allow-headers\": \"content-type,x-demo-key\",\n \"access-control-allow-methods\": \"GET,POST,OPTIONS\",\n },\n });\n}\n\nexport default async function (req: Request): Promise {\n // Nothing below may throw an uncaught error, or Val Town returns an HTML\n // error page and the agent sees markup instead of JSON.\n try {\n if (req.method === \"OPTIONS\") return json({ ok: true });\n\n const url = new URL(req.url);\n const parts = url.pathname.split(\"/\").filter((s) => s !== \"\");\n const path = parts.length > 0 ? parts[parts.length - 1] : \"\";\n\n if (path === \"health\") {\n return json({\n ok: true,\n tools: Object.keys(handlers),\n outage_active: state.outage_active,\n sms_kanal: TWILIO_READY ? \"twilio\" : \"mock\",\n sms_konfiguration: {\n TWILIO_ACCOUNT_SID: TWILIO_SID ? \"gesetzt\" : \"fehlt\",\n TWILIO_AUTH_TOKEN: TWILIO_TOKEN ? \"gesetzt\" : \"fehlt\",\n TWILIO_FROM: TWILIO_FROM || \"fehlt\",\n DEMO_HANDSET,\n },\n email_kanal: \"valtown\",\n email_konfiguration: {\n DEMO_INBOX: DEMO_INBOX !== \"\" ? DEMO_INBOX : \"Val-Town-Konto\",\n },\n now: new Date().toISOString(),\n });\n }\n\n // Fires one real SMS so the Twilio wiring can be tested without a call.\n if (path === \"send_test_sms\") {\n if (req.headers.get(\"x-demo-key\") !== DEMO_KEY) {\n return json({ error: \"bad or missing x-demo-key header\" }, 401);\n }\n const zustellung = await deliverSms(\n \"Vodafone Demo: Testnachricht. Wenn Sie das lesen, funktioniert der SMS-Kanal.\",\n );\n return json({ ok: zustellung.zugestellt, zustellung });\n }\n\n // Fires one real email so the mail wiring can be tested without a call.\n if (path === \"send_test_email\") {\n if (req.headers.get(\"x-demo-key\") !== DEMO_KEY) {\n return json({ error: \"bad or missing x-demo-key header\" }, 401);\n }\n const zustellung = await deliverEmail(\n \"Vodafone Demo - Testnachricht\",\n \"Wenn Sie das lesen, funktioniert der E-Mail-Kanal.\",\n RETENTION_EMAIL,\n );\n return json({ ok: zustellung.zugestellt, zustellung });\n }\n\n if (req.headers.get(\"x-demo-key\") !== DEMO_KEY) {\n return json({ error: \"bad or missing x-demo-key header\" }, 401);\n }\n\n if (req.method === \"GET\" && path === \"portal_state\") {\n return json({\n kunde: MELANIE,\n stoerung: state.outage_active ? OUTAGE : null,\n termin: state.booking,\n gutschrift: state.credit,\n sms: state.sms_sent,\n emails: state.emails_sent,\n retention_fall: state.retention_case,\n angebote: state.offers_shown,\n stand: state.updated_at,\n });\n }\n\n if (path === \"reset\") {\n state = freshState();\n return json({ ok: true, state });\n }\n\n if (path === \"set_outage\") {\n let body: Args = {};\n try {\n body = await req.json();\n } catch (_e) {\n body = {};\n }\n state.outage_active = body.active !== false;\n touch();\n return json({ ok: true, outage_active: state.outage_active });\n }\n\n // Fired by the network side when the fault is cleared, not by the agent.\n // Sends the restore SMS to everyone who confirmed during a call.\n if (path === \"resolve_outage\") {\n let body: Args = {};\n try {\n body = await req.json();\n } catch (_e) {\n body = {};\n }\n const behoben_um = String(body.behoben_um ?? \"22:36 Uhr\");\n\n state.outage_active = false;\n const versendet = [];\n for (const kunde of state.restore_optins) {\n const text = renderSms(\"outage_restored\", { behoben_um });\n const zustellung = await deliverSms(text);\n const msg = {\n template: \"outage_restored\",\n an: kunde,\n text,\n gesendet_um: new Date().toISOString(),\n ausgeloest_von: \"netzereignis\",\n kanal: zustellung.kanal,\n };\n state.sms_sent.push(msg);\n versendet.push({ ...msg, zustellung });\n }\n touch();\n return json({\n ok: true,\n stoerung_behoben_um: behoben_um,\n empfaenger: state.restore_optins.length,\n versendet,\n });\n }\n\n const fn = handlers[path];\n if (!fn) {\n return json({\n error: \"unknown tool: \" + path,\n known: Object.keys(handlers),\n }, 404);\n }\n\n let args: Args = {};\n try {\n args = await req.json();\n } catch (_e) {\n args = {};\n }\n if (args === null || typeof args !== \"object\") args = {};\n\n return json(await fn(args));\n } catch (err) {\n const message = err instanceof Error ? 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Code