feat: unify AI voice calls with SMS conversation rules, add Call Templates
AI phone calls now route through the same routePatientTurn() rule engine as SMS (office-hours checks, slot-conflict checks, MassHealth eligibility, staff escalation) instead of a freeform LLM chat, and speak in the patient's preferred language (English/Spanish). Adds a separate "Call Templates" settings section so spoken wording can be customized independently from SMS wording. Co-Authored-By: Claude Sonnet 5 <noreply@anthropic.com>
This commit is contained in:
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@@ -18,7 +18,13 @@ type AiChatTemplates = {
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reminderGreeting: string;
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newPatientGreeting: string;
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generalFallback: string;
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callTemplate: string;
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};
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type AiCallTemplates = {
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greeting: string;
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reminderGreeting: string;
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newPatientGreeting: string;
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generalFallback: string;
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};
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type OfficeContact = {
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@@ -37,8 +43,14 @@ const DEFAULTS = {
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"Hi! My name is Lisa, the dedicated AI assistant at {officeName}. I can help you schedule an appointment, check your insurance, and answer general questions 24/7. How can I help you today?",
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generalFallback:
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"Hi! My name is Lisa, the dedicated AI assistant at {officeName}. How can I help you today?",
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callTemplate:
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};
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const CALL_DEFAULTS = {
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greeting:
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"Hi {firstName}, this is Lisa, the AI assistant at {officeName}. How can I help you today?",
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reminderGreeting: "Sure, I can help with that.",
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newPatientGreeting: "No problem, let's get you set up.",
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generalFallback: "Sure, how can I help?",
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};
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const DEFAULT_SMS_TEMPLATES = [
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@@ -1012,9 +1024,14 @@ export function AiChatSettingsCard() {
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const [reminderGreeting, setReminderGreeting] = useState(DEFAULTS.reminderGreeting);
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const [newPatientGreeting, setNewPatientGreeting] = useState(DEFAULTS.newPatientGreeting);
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const [generalFallback, setGeneralFallback] = useState(DEFAULTS.generalFallback);
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const [callTemplate, setCallTemplate] = useState(DEFAULTS.callTemplate);
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const initialized = useRef(false);
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const [callGreeting, setCallGreeting] = useState(CALL_DEFAULTS.greeting);
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const [callReminderGreeting, setCallReminderGreeting] = useState(CALL_DEFAULTS.reminderGreeting);
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const [callNewPatientGreeting, setCallNewPatientGreeting] = useState(CALL_DEFAULTS.newPatientGreeting);
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const [callGeneralFallback, setCallGeneralFallback] = useState(CALL_DEFAULTS.generalFallback);
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const callInitialized = useRef(false);
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const [openPhoneReply, setOpenPhoneReply] = useState(false);
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const { data: advancedSettings } = useQuery<{ openPhoneReply: boolean }>({
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@@ -1091,10 +1108,31 @@ export function AiChatSettingsCard() {
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setReminderGreeting(templates.reminderGreeting || DEFAULTS.reminderGreeting);
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setNewPatientGreeting(templates.newPatientGreeting || DEFAULTS.newPatientGreeting);
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setGeneralFallback(templates.generalFallback || DEFAULTS.generalFallback);
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setCallTemplate(templates.callTemplate || DEFAULTS.callTemplate);
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}
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}, [templates]);
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const { data: callTemplatesData, isLoading: callTemplatesLoading } = useQuery<AiCallTemplates>({
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queryKey: ["/api/ai/call-templates"],
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queryFn: async () => {
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const res = await apiRequest("GET", "/api/ai/call-templates");
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if (!res.ok) throw new Error("Failed to load call templates");
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return res.json();
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},
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staleTime: Infinity,
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refetchOnWindowFocus: false,
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});
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// Seed AI call templates
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useEffect(() => {
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if (callTemplatesData && !callInitialized.current) {
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callInitialized.current = true;
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setCallGreeting(callTemplatesData.greeting || CALL_DEFAULTS.greeting);
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setCallReminderGreeting(callTemplatesData.reminderGreeting || CALL_DEFAULTS.reminderGreeting);
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setCallNewPatientGreeting(callTemplatesData.newPatientGreeting || CALL_DEFAULTS.newPatientGreeting);
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setCallGeneralFallback(callTemplatesData.generalFallback || CALL_DEFAULTS.generalFallback);
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}
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}, [callTemplatesData]);
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// Seed SMS template list — fall back to the saved reminderSms if list is empty
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useEffect(() => {
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if (smsTemplateListData && !smsInitialized.current) {
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@@ -1125,6 +1163,24 @@ export function AiChatSettingsCard() {
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},
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});
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const saveCallMutation = useMutation({
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mutationFn: async (data: AiCallTemplates) => {
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const res = await apiRequest("PUT", "/api/ai/call-templates", data);
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if (!res.ok) {
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const err = await res.json().catch(() => null);
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throw new Error(err?.message || "Failed to save call templates");
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}
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return res.json();
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},
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onSuccess: () => {
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queryClient.invalidateQueries({ queryKey: ["/api/ai/call-templates"] });
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toast({ title: "Templates saved", description: "AI call templates have been updated." });
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},
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onError: (err: any) => {
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toast({ title: "Error", description: err?.message, variant: "destructive" });
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},
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});
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const saveSmsListMutation = useMutation({
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mutationFn: async (list: SmsTemplate[]) => {
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const res = await apiRequest("PUT", "/api/twilio/sms-template-list", list);
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@@ -1149,7 +1205,16 @@ export function AiChatSettingsCard() {
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reminderGreeting: reminderGreeting.trim() || DEFAULTS.reminderGreeting,
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newPatientGreeting: newPatientGreeting.trim() || DEFAULTS.newPatientGreeting,
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generalFallback: generalFallback.trim() || DEFAULTS.generalFallback,
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callTemplate: callTemplate.trim() || DEFAULTS.callTemplate,
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});
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};
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const handleCallSubmit = (e: React.FormEvent) => {
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e.preventDefault();
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saveCallMutation.mutate({
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greeting: callGreeting.trim() || CALL_DEFAULTS.greeting,
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reminderGreeting: callReminderGreeting.trim() || CALL_DEFAULTS.reminderGreeting,
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newPatientGreeting: callNewPatientGreeting.trim() || CALL_DEFAULTS.newPatientGreeting,
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generalFallback: callGeneralFallback.trim() || CALL_DEFAULTS.generalFallback,
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});
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};
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@@ -1197,14 +1262,44 @@ export function AiChatSettingsCard() {
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onChange: setGeneralFallback,
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placeholder: DEFAULTS.generalFallback,
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},
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];
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const callTemplateFields = [
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{
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key: "call",
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key: "callGreeting",
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icon: <PhoneCall className="h-4 w-4 text-primary" />,
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label: "Call Template",
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description: "Lisa's opening line when placing an AI Call to a patient. Separate from the SMS chat templates above — use {firstName} and {officeName} as placeholders.",
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value: callTemplate,
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onChange: setCallTemplate,
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placeholder: DEFAULTS.callTemplate,
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label: "Call Opening Greeting",
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description: "Lisa's opening line when placing an AI Call to a patient — use {firstName} and {officeName} as placeholders.",
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value: callGreeting,
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onChange: setCallGreeting,
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placeholder: CALL_DEFAULTS.greeting,
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},
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{
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key: "callReminder",
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icon: <CalendarCheck className="h-4 w-4 text-primary" />,
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label: "Reminder Call Reply",
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description: "Spoken after the call's opening greeting when the AI is following up on an appointment reminder — keep it short, it's read aloud, not texted.",
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value: callReminderGreeting,
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onChange: setCallReminderGreeting,
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placeholder: CALL_DEFAULTS.reminderGreeting,
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},
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{
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key: "callNewPatient",
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icon: <UserPlus className="h-4 w-4 text-primary" />,
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label: "New Patient Call Reply",
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description: "Spoken when the AI is walking a new patient through scheduling on a live call.",
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value: callNewPatientGreeting,
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onChange: setCallNewPatientGreeting,
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placeholder: CALL_DEFAULTS.newPatientGreeting,
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},
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{
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key: "callGeneral",
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icon: <MessageCircle className="h-4 w-4 text-primary" />,
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label: "General Call Fallback",
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description: "Spoken when the AI cannot determine the context of what the patient said on a call.",
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value: callGeneralFallback,
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onChange: setCallGeneralFallback,
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placeholder: CALL_DEFAULTS.generalFallback,
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},
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];
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@@ -1408,7 +1503,85 @@ export function AiChatSettingsCard() {
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setReminderGreeting(DEFAULTS.reminderGreeting);
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setNewPatientGreeting(DEFAULTS.newPatientGreeting);
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setGeneralFallback(DEFAULTS.generalFallback);
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setCallTemplate(DEFAULTS.callTemplate);
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}}
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>
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Reset to defaults
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</Button>
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</div>
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</form>
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)}
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</CardContent>
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</Card>
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{/* ── Section 1b: Call Templates ───────────────────────────── */}
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<Card>
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<CardContent className="py-6 space-y-5">
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<div className="flex items-center gap-2">
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<PhoneCall className="h-5 w-5 text-primary" />
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<h3 className="text-lg font-semibold">Call Templates</h3>
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</div>
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<p className="text-sm text-muted-foreground">
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Customize what Lisa says on live AI phone calls — kept separate from the SMS wording
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above since spoken conversation reads differently than a text message. Use{" "}
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<code className="bg-muted px-1 py-0.5 rounded text-xs font-mono">{"{officeName}"}</code>{" "}
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and{" "}
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<code className="bg-muted px-1 py-0.5 rounded text-xs font-mono">{"{firstName}"}</code>{" "}
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as placeholders.
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</p>
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{officeName && (
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<div className="flex items-center gap-2 text-xs text-muted-foreground bg-muted/50 rounded px-3 py-2">
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<Info className="h-3.5 w-3.5 flex-shrink-0" />
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<span>
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<span className="font-medium">{"{officeName}"}</span> will display as{" "}
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<span className="font-medium text-foreground">"{officeName}"</span>
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</span>
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</div>
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)}
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{callTemplatesLoading ? (
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<p className="text-sm text-muted-foreground">Loading templates...</p>
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) : (
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<form onSubmit={handleCallSubmit} className="space-y-5">
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{callTemplateFields.map((f) => (
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<div key={f.key} className="space-y-1.5">
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<div className="flex items-center gap-2">
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{f.icon}
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<span className="text-sm font-medium">{f.label}</span>
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</div>
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<p className="text-xs text-muted-foreground">{f.description}</p>
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<Textarea
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value={f.value}
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onChange={(e) => f.onChange(e.target.value)}
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placeholder={f.placeholder}
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rows={3}
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className="text-sm resize-none"
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/>
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{officeName && f.value.includes("{officeName}") && (
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<p className="text-xs text-muted-foreground italic pl-1">
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Preview: {previewTemplate(f.value, officeName)}
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</p>
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)}
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</div>
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))}
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<div className="flex items-center gap-3 pt-1">
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<Button
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type="submit"
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disabled={saveCallMutation.isPending}
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className="bg-teal-600 hover:bg-teal-700 text-white"
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>
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{saveCallMutation.isPending ? "Saving..." : "Save Templates"}
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</Button>
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<Button
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type="button"
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variant="ghost"
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className="text-xs text-muted-foreground"
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onClick={() => {
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setCallGreeting(CALL_DEFAULTS.greeting);
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setCallReminderGreeting(CALL_DEFAULTS.reminderGreeting);
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setCallNewPatientGreeting(CALL_DEFAULTS.newPatientGreeting);
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setCallGeneralFallback(CALL_DEFAULTS.generalFallback);
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}}
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>
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Reset to defaults
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