export enum TicketStatus {
  OPEN = 'APERTO',
  IN_PROGRESS = 'IN LAVORAZIONE',
  RESOLVED = 'RISOLTO',
  CLOSED = 'CHIUSO'
}

export enum TicketPriority {
  LOW = 'Bassa',
  MEDIUM = 'Media',
  HIGH = 'Alta',
  CRITICAL = 'Critica'
}

export interface Attachment {
  id: string;
  name: string;
  url: string; // Mock URL
  type: string;
}

export interface TicketQueue {
  id: string;
  name: string;
  description?: string;
}

export interface AgentAvatarConfig {
  x: number; // Percentage offset X
  y: number; // Percentage offset Y
  scale: number; // Zoom level (1 = 100%)
}

export type AgentRole = 'superadmin' | 'supervisor' | 'agent';

export interface Agent {
  id: string;
  name: string;
  email: string;
  password?: string;
  role: AgentRole; // Added Role
  avatar: string;
  avatarConfig?: AgentAvatarConfig; // Added positioning config
  skills: string[];
  queues: string[];
}

export interface ClientUser {
  id: string;
  name: string;
  email: string;
  password?: string; // Mock password
  company?: string;
  status: 'active' | 'inactive';
}

export interface Ticket {
  id: string;
  subject: string;
  description: string;
  status: TicketStatus;
  priority: TicketPriority;
  assignedAgentId?: string;
  queue: string; // e.g., 'Technical', 'Billing'
  createdAt: string;
  customerName: string;
  messages: ChatMessage[];
  attachments: Attachment[]; // Added attachments
  hasBeenAnalyzed?: boolean; // New flag to prevent duplicate AI analysis
}

export interface KBArticle {
  id: string;
  title: string;
  content: string; // HTML or Markdown
  category: string;
  type: 'article' | 'url';
  url?: string;
  source?: 'manual' | 'ai'; // Track if created by AI for quotas
  visibility: 'public' | 'internal'; // New visibility flag
  lastUpdated: string;
}

export interface ChatMessage {
  id: string;
  role: 'user' | 'assistant' | 'system';
  content: string;
  timestamp: string;
  attachments?: Attachment[]; // New: attachments inside chat messages
}

export interface SurveyResult {
  id: string;
  rating: number; // 1-5
  comment?: string;
  source: 'chat' | 'ticket';
  referenceId?: string; // ticketId
  timestamp: string;
}

export interface BrandingConfig {
  appName: string;
  primaryColor: string;
  logoUrl: string;
}

export interface SmtpConfig {
  host: string;
  port: number;
  user: string;
  pass: string;
  secure: boolean;
  fromEmail: string;
}

export enum EmailTrigger {
  TICKET_CREATED = 'ticket_created',
  STATUS_CHANGED = 'status_changed',
  AGENT_ASSIGNED = 'agent_assigned',
  NEW_REPLY = 'new_reply',
  SURVEY_REQUEST = 'survey_request'
}

export enum EmailAudience {
  CLIENT = 'client',
  STAFF = 'staff'
}

export interface EmailTemplate {
  id: string;
  name: string;
  trigger: EmailTrigger;
  audience: EmailAudience;
  subject: string;
  body: string;
  isActive: boolean;
}

export interface FeatureConfig {
  kbEnabled: boolean;
  maxKbArticles: number;
  maxSupervisors: number;
  aiKnowledgeAgentEnabled: boolean;
  maxAiGeneratedArticles: number;
  maxAgents: number;
  // Attachment Config
  attachmentsEnabled: boolean;
  maxFileSizeMb: number;
  allowedFileTypes: string; // Comma separated string e.g. "jpg,png,pdf"
}

export enum AiProvider {
  GEMINI = 'gemini',
  OPENROUTER = 'openrouter',
  OPENAI = 'openai',
  ANTHROPIC = 'anthropic',
  DEEPSEEK = 'deepseek',
  OLLAMA = 'ollama', // Self-hosted
  HUGGINGFACE = 'huggingface' // Free tier available
}

export interface AiConfig {
  provider: AiProvider;
  apiKey: string;
  model: string;
  baseUrl?: string; // For self-hosted/custom endpoints
  isActive: boolean;
  // Customization fields
  agentName?: string;
  agentAvatar?: string;
  customPrompt?: string;
}

export interface AppSettings {
  branding: BrandingConfig;
  smtp: SmtpConfig;
  emailTemplates: EmailTemplate[];
  features: FeatureConfig;
  aiConfig: AiConfig; // New AI Configuration
}

export interface AppState {
  tickets: Ticket[];
  articles: KBArticle[];
  agents: Agent[];
  queues: TicketQueue[]; // Added Queues
  surveys: SurveyResult[];
  clientUsers: ClientUser[];
  settings: AppSettings;
  currentUser: ClientUser | Agent | null; // Changed to object or null
  userRole: 'client' | AgentRole | 'guest'; // Updated to include specific agent roles
}