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* The admin WhatsApp inbox's triage arithmetic — ages, the SLA level, the
* 24-hour reply window, and the contact-type labels.
*
* WHY THIS MODULE EXISTS
* Phase 1 deleted `pages/admin/rrm/inbox.tsx` (875 lines), which was the better
* triage screen; `.context/briefs/whatsapp-inbox-triage.md` is the record of
* its design. These are the helpers that brief marks "keep, with no change in
* meaning" — `formatAgeShort`, `formatAgeLong`, `plural`, `slaLevel` — ported
* here as pure functions so the page, the row and the reply box all spell one
* number one way, and so their tests move rather than being rewritten thinner.
*
* NOTHING HERE READS THE CLOCK. Every function takes the elapsed milliseconds
* or an explicit `now`, because a helper that calls `Date.now()` itself cannot
* be tested without freezing time, and the page already has one `now` that
* every figure on screen must agree with.
*/
/**
* Two numbers, hardcoded in one place, with the reasoning attached.
*
* **These are a starting point and the business owns them.** The deleted RRM
* inbox used 120/60, chosen for a cold-outreach campaign where a stale reply
* auto-paused sending — a consequence that no longer exists, so the old
* numbers carry no meaning here (brief §4.2). Nothing reads them from a config
* table: `RRM_CONFIG_KEYS` never had an inbox or SLA key, and the one that is
* dying is not a home for a live threshold.
*
* The replacements are argued from Meta's rule instead of from a campaign:
*
* - **WARN at 2 hours.** A homeowner who asks "is the quote ready" expects an
* answer in the same sitting. Two hours is the point at which a message has
* stopped being "in progress" and started being "missed".
* - **BREACH at 4 hours.** Free-form replies are only legal for 24 hours after
* the contact's last message. A wait that reaches four hours in the evening
* is a wait that stands a real chance of crossing that deadline overnight, at
* which point the only way to reach the person is an approved template. The
* breach is therefore the point at which the cost of waiting changes in kind,
* not just in degree.
*/
export const SLA_WARN_MINUTES = 120;
export const SLA_BREACH_MINUTES = 240;
/** Meta's free-form reply window, counted from the contact's last message. */
export const REPLY_WINDOW_HOURS = 24;
const MS_PER_MINUTE = 60_000;
const MINUTES_PER_HOUR = 60;
const MINUTES_PER_DAY = 24 * MINUTES_PER_HOUR;
/** How breached a wait is. Three levels, so a tone map cannot go out of sync. */
export type SlaLevel = "ok" | "warn" | "breach";
/**
* Elapsed milliseconds between an ISO instant and `now`, clamped at zero.
*
* Clamped because the browser clock is not the server's: a client a few
* minutes behind would otherwise compute a negative age and print "-3m", which
* reads as a bug rather than as clock skew.
*/
export function elapsedSince(
iso: string | null | undefined,
now: Date,
): number | null {
if (!iso) return null;
const then = new Date(iso).getTime();
if (Number.isNaN(then)) return null;
return Math.max(0, now.getTime() - then);
}
/** Elapsed milliseconds as whole minutes. */
export function elapsedMinutes(ms: number): number {
return Math.floor(ms / MS_PER_MINUTE);
}
export function slaLevel(minutes: number): SlaLevel {
if (minutes >= SLA_BREACH_MINUTES) return "breach";
if (minutes >= SLA_WARN_MINUTES) return "warn";
return "ok";
}
/** `1 hour` / `2 hours`, so prose ages read as English. */
export function plural(count: number, word: string): string {
return `${count} ${word}${count === 1 ? "" : "s"}`;
}
const pad2 = (value: number): string => String(value).padStart(2, "0");
/**
* The fixed-width age code that LEADS a conversation row: `22m`, `4h12m`,
* `1d4h`.
*
* Minutes are zero-padded inside an hours form so that a column of codes lines
* up on its right edge under tabular figures — which is the entire reason the
* chip leads the row rather than trailing it. The operator scans that column
* top-to-bottom hunting the number that is too big.
*/
export function formatAgeShort(ms: number): string {
const minutes = elapsedMinutes(Math.max(0, ms));
if (minutes < MINUTES_PER_HOUR) return `${minutes}m`;
if (minutes < MINUTES_PER_DAY) {
const hours = Math.floor(minutes / MINUTES_PER_HOUR);
return `${hours}h${pad2(minutes % MINUTES_PER_HOUR)}m`;
}
const days = Math.floor(minutes / MINUTES_PER_DAY);
const hours = Math.floor((minutes % MINUTES_PER_DAY) / MINUTES_PER_HOUR);
return hours === 0 ? `${days}d` : `${days}d${hours}h`;
}
/**
* The spoken form: `4 hours 12 minutes`.
*
* A screen reader hearing the chip must not hear "4 h 12 m". Every age printed
* as a code is therefore also rendered `sr-only` in this form, and the SLA
* strip uses it in prose.
*/
export function formatAgeLong(ms: number): string {
const minutes = elapsedMinutes(Math.max(0, ms));
if (minutes < MINUTES_PER_HOUR) return plural(minutes, "minute");
if (minutes < MINUTES_PER_DAY) {
const hours = Math.floor(minutes / MINUTES_PER_HOUR);
const rest = minutes % MINUTES_PER_HOUR;
return rest === 0
? plural(hours, "hour")
: `${plural(hours, "hour")} ${plural(rest, "minute")}`;
}
const days = Math.floor(minutes / MINUTES_PER_DAY);
const hours = Math.floor((minutes % MINUTES_PER_DAY) / MINUTES_PER_HOUR);
return hours === 0
? plural(days, "day")
: `${plural(days, "day")} ${plural(hours, "hour")}`;
}
/**
* When the free-form reply window closes, or null once it has.
*
* `serverValue` is `windowExpiresAt` from `GET /conversations/:id`, which the
* API returns as null once closed and never as a past instant — the deadline
* governs whether a send is LEGAL, so the server owns it and a browser five
* minutes fast must not offer a reply Meta will reject with 131047. The
* fallback exists only for the list row, which carries
* `lastCustomerMessageAt` but not the expiry.
*/
export function replyWindowExpiry(
serverValue: string | null | undefined,
lastCustomerMessageAt: string | null | undefined,
now: Date,
): Date | null {
// `null` AND `undefined` ARE DIFFERENT ANSWERS, and conflating them is the
// bug this branch exists to prevent. `null` is the server saying "closed",
// and is final. `undefined` is the server not having been asked — the list
// row carries `lastCustomerMessageAt` but no expiry — and only then is the
// browser's own 24-hour arithmetic used as a fallback.
if (serverValue !== undefined) {
if (!serverValue) return null;
const expiry = new Date(serverValue);
if (!Number.isNaN(expiry.getTime()) && expiry > now) return expiry;
return null;
}
if (!lastCustomerMessageAt) return null;
const last = new Date(lastCustomerMessageAt).getTime();
if (Number.isNaN(last)) return null;
const expiry = new Date(last + REPLY_WINDOW_HOURS * 60 * MS_PER_MINUTE);
return expiry > now ? expiry : null;
}
/** `21h46m` left on the window — the same code form as an age. */
export function formatRemainingShort(expiry: Date, now: Date): string {
return formatAgeShort(Math.max(0, expiry.getTime() - now.getTime()));
}
/** `21 hours 46 minutes` left — the spoken form. */
export function formatRemainingLong(expiry: Date, now: Date): string {
return formatAgeLong(Math.max(0, expiry.getTime() - now.getTime()));
}
/**
* The contact-type tag's words.
*
* `customer` prints as HOMEOWNER and `unknown` as UNMATCHED. This is a
* UI-LAYER RELABEL ONLY — `WA_CONTACT_TYPES`, the `contactType` query filter,
* the tab values and the API's auto-mapper all key on the string `"customer"`,
* and renaming the column would be a migration for a caption.
*
* `unknown` is the auto-mapper's default and so the common case for a number
* that matches neither a pro nor an inquiry. It gets a word of its own rather
* than an empty slot, because "we do not know who this is" is information an
* operator acts on.
*/
export const CONTACT_TYPE_LABEL = {
pro: "Pro",
customer: "Homeowner",
unknown: "Unmatched",
} as const satisfies Record<string, string>;
export type WaContactType = keyof typeof CONTACT_TYPE_LABEL;
export function contactTypeLabel(type: string): string {
return (
CONTACT_TYPE_LABEL[type as WaContactType] ?? CONTACT_TYPE_LABEL.unknown
);
}
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