fix: AI recall-call flow, speech-to-text time parsing, and stale conversation state

- Reset conversation stage to a fresh start on every new voice call
  (recall and reminder alike), and on every hangup/timeout/goodbye,
  so an abandoned or completed call never leaves a patient stuck
  mid-flow for their next call or text.
- Add a staleness check to the SMS flow: after a long idle gap,
  check whether the patient's reply still reads as a continuation
  before resuming the stored stage, falling back to a friendly
  "it's been a while" re-greeting when unsure.
- Fix parseTime() to handle Twilio's speech-to-text output, which
  renders "pm"/"am" with periods and often drops the colon in a
  spoken time (e.g. "100 p.m." -> 1:00 PM) — this was silently
  failing and causing the AI to loop asking for a time it had
  already been given.
- Extend the voice Gather timeout so the AI doesn't hang up on a
  patient who just needs a few seconds to respond.
- Reword the recall-call opening line and rework the post-"yes"
  prompt to ask for day and time together.
- Fix rclone WebDAV server to serve only the backups folder instead
  of the entire backend app directory (was exposing .env and source).

Co-Authored-By: Claude Sonnet 5 <noreply@anthropic.com>

apps/Backend/src/ai/patient-conversation-router.ts

@@ -2,7 +2,7 @@ import twilio from "twilio";
 import { prisma as db } from "@repo/db/client";
 import { storage } from "../storage";
 import { runReminderGraph } from "./reminder-graph";
-import { runRecallGraph, runRecallBookingStep } from "./recall-graph";
+import { runRecallGraph, runRecallBookingStep, hasDateOrTimeSignal } from "./recall-graph";
 import { runNewPatientStep } from "./new-patient-graph";
 import {
   runRescheduleStep,
@@ -290,10 +290,16 @@ export async function routePatientTurn(params: {
       if (intent === "yes") {
         // Patient may have already given a date (or date + time) in this same
         // reply ("Tuesday 1pm") — try to book right away instead of asking again.
-        const { reply: bookingReply, nextStage: bookingNextStage } = await runRecallBookingStep(
+        // A bare "yes"/"ok" has nothing to parse, so skip straight to asking for
-          message, "recall_asked_datetime", language, patient.id, patient.userId, activeAi.key, activeAi.provider, activeAi.model
+        // day + time instead of wasting a parse call that used to come back
-        );
+        // empty and send a mismatched "Sorry, I didn't catch a day" reply.
-        return finish(patient.userId, patient.id, [bookingReply], bookingNextStage);
+        if (hasDateOrTimeSignal(message)) {
+          const { reply: bookingReply, nextStage: bookingNextStage } = await runRecallBookingStep(
+            message, "recall_asked_datetime", language, patient.id, patient.userId, activeAi.key, activeAi.provider, activeAi.model
+          );
+          return finish(patient.userId, patient.id, [bookingReply], bookingNextStage);
+        }
+        return finish(patient.userId, patient.id, [intentReply], "recall_asked_datetime");
       }
       if (intent === "no") {
         return finish(patient.userId, patient.id, [intentReply], "done");

apps/Backend/src/ai/recall-graph.ts

@@ -23,6 +23,19 @@ type GraphStateType = typeof GraphState.State;
 
 // ── Intent classifier — multilingual yes/no keywords (shared shape with reminder-graph) ──
 
+/** True if `text` mentions a concrete day/date/time (e.g. "Tuesday", "3/10", "2pm").
+ *  Shared by classifyNode (a bare "yes" vs. "yes, Tuesday at 1pm" both count as
+ *  intent "yes") and by the caller in patient-conversation-router.ts, which uses
+ *  it to decide whether to attempt an immediate booking parse or just ask for a
+ *  day/time first. */
+export function hasDateOrTimeSignal(text: string): boolean {
+  return (
+    /\b(monday|tuesday|wednesday|thursday|friday|saturday|sunday|today|tomorrow|next week)\b/i.test(text) ||
+    /\b\d{1,2}[\/\-]\d{1,2}\b/.test(text) ||
+    /\b\d{1,2}(:\d{2})?\s*(am|pm|a\.m\.|p\.m\.)\b/i.test(text)
+  );
+}
+
 function classifyNode(state: GraphStateType) {
   const text = state.message.toLowerCase().trim();
 
@@ -32,10 +45,7 @@ function classifyNode(state: GraphStateType) {
   // A specific day/date/time, or an appointment-request phrase, is itself a
   // strong signal the patient wants to book — real replies rarely say a bare
   // "yes", they jump straight to "Tuesday at 1pm" or "I want an appointment".
-  const mentionsDateOrTime =
+  const mentionsDateOrTime = hasDateOrTimeSignal(text);
-    /\b(monday|tuesday|wednesday|thursday|friday|saturday|sunday|tomorrow|next week)\b/i.test(text) ||
-    /\b\d{1,2}[\/\-]\d{1,2}\b/.test(text) ||
-    /\b\d{1,2}(:\d{2})?\s*(am|pm|a\.m\.|p\.m\.)\b/i.test(text);
   const mentionsAppointment = /\b(appointment|schedule|book|come in|check.?up|cleaning)\b/i.test(text);
 
   if (noPatterns.test(text) && !mentionsDateOrTime) return { intent: "no" };
@@ -52,13 +62,13 @@ function routeByIntent(state: GraphStateType): string {
 // ── Fallbacks ──────────────────────────────────────────────────────────────
 
 const WANTS_BOOKING_FALLBACKS: Record<string, string> = {
-  English:          "Great! What day works best for you?",
+  English:          "Great! What day and time work best for you?",
-  Spanish:          "¡Genial! ¿Qué día le viene mejor?",
+  Spanish:          "¡Genial! ¿Qué día y hora le vienen mejor?",
-  Portuguese:       "Ótimo! Qual dia é melhor para você?",
+  Portuguese:       "Ótimo! Qual dia e horário são melhores para você?",
-  Mandarin:         "太好了！您哪天方便？",
+  Mandarin:         "太好了！您哪天、几点方便？",
-  Cantonese:        "太好喇！您邊日方便？",
+  Cantonese:        "太好喇！您邊日、幾點方便？",
-  Arabic:           "رائع! ما هو اليوم الأنسب لك؟",
+  Arabic:           "رائع! ما هو اليوم والوقت الأنسب لك؟",
-  "Haitian Creole": "Bon! Ki jou ki pi bon pou ou?",
+  "Haitian Creole": "Bon! Ki jou ak ki lè ki pi bon pou ou?",
 };
 
 const DECLINES_FALLBACKS: Record<string, string> = {
@@ -98,7 +108,7 @@ async function wantsBookingNode(state: GraphStateType, config: any) {
       {
         role: "system",
         content:
-          `You are a friendly dental office assistant. The patient agreed to come in for a routine exam and cleaning. Write a short, warm reply (1-2 sentences max) and ask what day works best for them. Do NOT introduce yourself or say your name — the introduction has already been sent in a separate message. You MUST reply in ${lang}. No formatting, no extra text.`,
+          `You are a friendly dental office assistant. The patient agreed to come in for a routine exam and cleaning. Write a short, warm reply (1-2 sentences max) and ask what day AND time work best for them. Do NOT introduce yourself or say your name — the introduction has already been sent in a separate message. You MUST reply in ${lang}. No formatting, no extra text.`,
       },
       { role: "user", content: `Patient replied: "${state.message}"` },
     ]);

apps/Backend/src/ai/reschedule-graph.ts

@@ -392,18 +392,35 @@ async function isSlotAvailable(
 // ── Time parsing (legacy) ─────────────────────────────────────────────────────
 
 export async function parseTime(message: string, apiKey: string, provider: AiProvider = "google", model?: string): Promise<string | null> {
-  const t = message.toLowerCase();
+  // Twilio speech-to-text usually renders "pm"/"am" with periods ("p.m."),
+  // and often drops the colon in a spoken time too ("1:00pm" -> "100 pm",
+  // "12:30pm" -> "1230 pm") — normalize both before matching.
+  const t = message.toLowerCase()
+    .replace(/\ba\.m\.?/g, "am")
+    .replace(/\bp\.m\.?/g, "pm");
   if (/\bmorning\b|mañana|manhã|上午|صباح|maten/i.test(t))   return "09:00";
   if (/\bafternoon\b|tarde|après-midi|下午|مساء|aprèmidi/i.test(t)) return "13:00";
-  const ampm  = t.match(/\b(\d{1,2})(?::(\d{2}))?\s*(am|pm)\b/);
+  const ampm  = t.match(/\b(\d{1,2}):([0-5]\d)\s*(am|pm)\b/);
+  const glued = !ampm ? t.match(/\b(\d{1,4})\s*(am|pm)\b/) : null;
   const clock = t.match(/\b([01]?\d|2[0-3]):([0-5]\d)\b/);
   if (ampm) {
     let h = parseInt(ampm[1]!);
-    const m = ampm[2] ? parseInt(ampm[2]) : 0;
+    const m = parseInt(ampm[2]!);
     if (ampm[3] === "pm" && h < 12) h += 12;
     if (ampm[3] === "am" && h === 12) h = 0;
     return `${String(h).padStart(2,"0")}:${String(m).padStart(2,"0")}`;
   }
+  if (glued) {
+    const digits = glued[1]!;
+    let h: number, m: number;
+    if (digits.length <= 2) { h = parseInt(digits); m = 0; }
+    else                    { h = parseInt(digits.slice(0, -2)); m = parseInt(digits.slice(-2)); }
+    if (h >= 1 && h <= 12 && m <= 59) {
+      if (glued[2] === "pm" && h < 12) h += 12;
+      if (glued[2] === "am" && h === 12) h = 0;
+      return `${String(h).padStart(2,"0")}:${String(m).padStart(2,"0")}`;
+    }
+  }
   if (clock) return clock[0]!;
   try {
     const llm = getLlm(provider, apiKey, model);

apps/Backend/src/routes/twilio-webhooks.ts

@@ -12,7 +12,7 @@ import {
   getOfficeHoursDisplay,
   timeLabel,
 } from "../ai/reschedule-graph";
-import { getLlm, resolveAiProvider } from "../ai/llm-factory";
+import { getLlm, resolveAiProvider, type AiProvider } from "../ai/llm-factory";
 import { soundsLikeGoodbye } from "../ai/voice-assistant";
 import { getPublicBaseUrl } from "../utils/publicUrl";
 import {
@@ -116,6 +116,64 @@ const NEW_OR_RESCHEDULE_Q: Record<string, string> = {
   "Haitian Creole": "Jis pou konfime — èske ou ta renmen pran yon nouvo randevou, oswa èske ou ta renmen reprogramè randevou aktyèl ou?",
 };
 
+// ── Stale-conversation handling (SMS) ─────────────────────────────────────────
+// Unlike a phone call, a long gap between texts doesn't necessarily mean the
+// patient walked away — replies are often just slow. So instead of hard
+// resetting on any idle gap, we only second-guess the stored stage once the
+// gap crosses STALE_SMS_THRESHOLD_MS, and even then we ask the LLM to look at
+// the recent history before deciding whether the new text is still answering
+// the last question or reads like a fresh, unrelated conversation.
+
+const STALE_SMS_THRESHOLD_MS = 3 * 60 * 60 * 1000; // 3 hours
+
+const STILL_HERE_MSGS: Record<string, string> = {
+  English:          "It's been a while since our last message. How can I help you today?",
+  Spanish:          "Ha pasado un tiempo desde nuestro último mensaje. ¿Cómo puedo ayudarle hoy?",
+  Portuguese:       "Já faz um tempo desde nossa última mensagem. Como posso ajudá-lo hoje?",
+  Mandarin:         "距离我们上次的消息已经有一段时间了。今天我能帮您什么？",
+  Cantonese:        "距離我們上次嘅消息已經有一段時間喇。今日我可以點幫您？",
+  Arabic:           "لقد مر بعض الوقت منذ آخر رسالة لنا. كيف يمكنني مساعدتك اليوم؟",
+  "Haitian Creole": "Sa gen yon ti tan depi dènye mesaj nou. Kijan mwen ka ede ou jodi a?",
+};
+
+/**
+ * After a long idle gap, ask the LLM whether the patient's new text still
+ * answers what was last asked (recent history + stage in context) or reads
+ * like an unrelated, fresh message. Defaults to "continue" on any failure —
+ * an LLM call error shouldn't be the reason a legitimate reply gets bounced.
+ */
+async function isLikelyContinuation(
+  recentHistory: { role: "user" | "assistant"; text: string }[],
+  newMessage:    string,
+  stage:         ConversationStage,
+  apiKey:        string,
+  provider:      AiProvider,
+  model?:        string,
+): Promise<boolean> {
+  if (recentHistory.length === 0) return true;
+  try {
+    const llm = getLlm(provider, apiKey, model);
+    const transcript = recentHistory
+      .map(m => `${m.role === "assistant" ? "Office" : "Patient"}: ${m.text}`)
+      .join("\n");
+    const res = await llm.invoke([
+      {
+        role: "system",
+        content:
+          `You are helping a dental office text-messaging assistant resume a conversation with a patient after a long gap of silence. ` +
+          `Here is the recent conversation (oldest first):\n${transcript}\n\n` +
+          `The assistant is currently waiting on stage "${stage}" of a booking flow. ` +
+          `The patient just sent a new message after the long gap: "${newMessage}"\n\n` +
+          `Does this new message still look like it's answering/continuing that same conversation, or does it read like an unrelated, fresh message (e.g. a new question, a greeting, a different topic)? ` +
+          `Reply with ONLY one word: "continue" or "restart".`,
+      },
+    ]);
+    return !/restart/i.test(String(res.content));
+  } catch {
+    return true;
+  }
+}
+
 // ── POST /api/twilio/webhook/sms ──────────────────────────────────────────────
 
 const CONVO_TIMEOUT_MS = 5 * 60 * 1000; // 5 minutes
@@ -427,16 +485,33 @@ router.post("/webhook/sms", async (req: Request, res: Response): Promise<any> =>
     let   stage         = await getStage(patient.userId, patient.id);
     const chatTemplates = await storage.getAiChatTemplates(patient.userId);
 
-    // Reset conversation if idle for more than 5 minutes
+    // Long idle gap: don't blindly resume (SMS replies are often just slow),
+    // but don't blindly reset either — check whether the new text still reads
+    // like a continuation before deciding.
     if (stage !== "initial" && stage !== "done") {
       const convRow = await db.patientConversation.findUnique({
         where:  { patientId: patient.id },
         select: { updatedAt: true },
       });
-      if (convRow?.updatedAt && Date.now() - convRow.updatedAt.getTime() > CONVO_TIMEOUT_MS) {
+      if (convRow?.updatedAt && Date.now() - convRow.updatedAt.getTime() > STALE_SMS_THRESHOLD_MS) {
-        clearPendingReschedule(patient.userId, patient.id);
+        const recentComms = await storage.getCommunicationsByPatient(patient.id);
-        await setStage(patient.userId, patient.id, "initial");
+        const recentHistory = recentComms.slice(-5).map((c: any) => ({
-        stage = "initial";
+          role: (c.direction === "outbound" ? "assistant" : "user") as "assistant" | "user",
+          text: c.body || "",
+        }));
+        const continuing = await isLikelyContinuation(
+          recentHistory, Body, stage, activeAi.key, activeAi.provider, activeAi.model
+        );
+        if (!continuing) {
+          clearPendingReschedule(patient.userId, patient.id);
+          await setStage(patient.userId, patient.id, "initial");
+          stage = "initial";
+          const stillHereText = STILL_HERE_MSGS[language] ?? STILL_HERE_MSGS["English"]!;
+          await saveOutbound(patient.id, stillHereText);
+          res.set("Content-Type", "text/xml");
+          return res.send(twimlMessages(stillHereText));
+        }
+        // Looks like a continuation — fall through and resume the stored stage.
       }
     }
     const officeContact = await storage.getOfficeContact(patient.userId);
@@ -690,7 +765,7 @@ function aiVoiceTwiml(sayText: string, gatherActionUrl: string, locale: VoiceLoc
   // silence timeout — nothing after </Gather> would ever run.
   return `<?xml version="1.0" encoding="UTF-8"?>
 <Response>
-  <Gather input="speech" language="${locale.gatherLang}" speechTimeout="auto" action="${gatherActionUrl}" method="POST">
+  <Gather input="speech" language="${locale.gatherLang}" speechTimeout="auto" timeout="15" action="${gatherActionUrl}" method="POST">
     <Say voice="${locale.sayVoice}">${escapeXml(sayText)}</Say>
   </Gather>
 </Response>`;
@@ -741,10 +816,16 @@ router.post("/webhook/ai-voice", async (req: Request, res: Response): Promise<an
       // A "recall" call (staff-triggered from Patient Connection, offering an
       // existing patient a routine exam & cleaning) seeds a different stage
       // than the default reminder-style check-in.
-      const currentStage = await getStage(patient.userId, patient.id);
+      // Either kind of call always speaks its own pitch fresh (see greeting
-      if (currentStage === "initial" || currentStage === "done") {
+      // below), so it must always reset the stage — even if a prior call of
-        if (isRecallCall) await startRecallConversation(patient.userId, patient.id);
+      // either kind left the patient stuck mid-flow (e.g. "recall_asked_datetime"
-        else               await resetConversation(patient.userId, patient.id);
+      // or "asked_reschedule_datetime"). Otherwise the reply below gets
+      // interpreted against that stale leftover stage instead of the fresh
+      // pitch that was just spoken.
+      if (isRecallCall) {
+        await startRecallConversation(patient.userId, patient.id);
+      } else {
+        await resetConversation(patient.userId, patient.id);
       }
 
       const officeContact = await storage.getOfficeContact(patient.userId);
@@ -779,8 +860,12 @@ router.post("/webhook/ai-voice", async (req: Request, res: Response): Promise<an
     const locale = voiceLocaleFor(session.language);
 
     // ── Caller stayed silent past the speech timeout ──────────────────────
+    // A call is a single continuous conversation, unlike SMS — if it ends
+    // here, mid-flow or not, there's nothing left to resume, so reset the
+    // stage now instead of leaving the patient stuck for their next call/text.
     if (!SpeechResult?.trim()) {
       aiCallSessions.delete(CallSid);
+      await setStage(session.userId, session.patientId, "done");
       return res.send(aiVoiceHangup("I didn't catch a response. Our staff will follow up with you if needed. Goodbye.", locale));
     }
 
@@ -795,6 +880,7 @@ router.post("/webhook/ai-voice", async (req: Request, res: Response): Promise<an
     // ── Caller said something that sounds like goodbye, or we've hit the cap ──
     if (soundsLikeGoodbye(SpeechResult) || session.turns >= MAX_AI_CALL_TURNS) {
       aiCallSessions.delete(CallSid);
+      await setStage(session.userId, session.patientId, "done");
       return res.send(aiVoiceHangup("Thank you for calling, have a great day. Goodbye.", locale));
     }
 
@@ -802,6 +888,7 @@ router.post("/webhook/ai-voice", async (req: Request, res: Response): Promise<an
     const activeAi = resolveAiProvider(aiSettings ?? {});
     if (!activeAi) {
       aiCallSessions.delete(CallSid);
+      await setStage(session.userId, session.patientId, "done");
       return res.send(aiVoiceHangup("Our AI assistant is not available right now. Our staff will follow up with you. Goodbye.", locale));
     }
 
@@ -826,6 +913,12 @@ router.post("/webhook/ai-voice", async (req: Request, res: Response): Promise<an
 
     if (routed.nextStage === "done" || soundsLikeGoodbye(reply)) {
       aiCallSessions.delete(CallSid);
+      // routePatientTurn() already persisted nextStage — but if we're hanging
+      // up because the reply sounded like a goodbye while nextStage was still
+      // mid-flow, force it to "done" so the next call/text doesn't resume there.
+      if (routed.nextStage !== "done") {
+        await setStage(session.userId, session.patientId, "done");
+      }
       return res.send(aiVoiceHangup(reply, locale));
     }
 

apps/Backend/src/services/rcloneService.ts

@@ -46,9 +46,16 @@ export async function startWebDavServer(): Promise<void> {
 
   const config = readRcloneConfig();
 
+  // Serve only the backups folder — never the app root, which contains
+  // .env (DB/Twilio/AI credentials) and the full source tree.
+  const backupsDir = path.join(APP_ROOT, "backups");
+  if (!fs.existsSync(backupsDir)) {
+    fs.mkdirSync(backupsDir, { recursive: true });
+  }
+
   const args = [
     "serve", "webdav",
-    APP_ROOT,
+    backupsDir,
     "--addr", `:${config.serverPort}`,
     "--user", RCLONE_USER,
     "--pass", RCLONE_PASS,

apps/Backend/src/storage/twilio-storage.ts

@@ -5,7 +5,7 @@ import { prisma as db } from "@repo/db/client";
 export const DEFAULT_GREETING =
   "Hi {firstName}, this is Lisa, the AI assistant at {officeName}. How can I help you today?";
 export const DEFAULT_RECALL_GREETING =
-  "Hi {firstName}, this is Lisa from {officeName}. We wanted to check in — you're due for a routine exam and cleaning, which most insurance plans cover at no cost. Would you like to schedule one?";
+  "Hi {firstName}, this is Lisa from {officeName}. We wanted to check in — you're due for a routine exam and cleaning. Would you like to make an appointment because your insurance covers it?";
 
 export type TwilioSettingsData = {
   accountSid: string;

apps/Frontend/src/components/settings/ai-chat-settings-card.tsx

@@ -53,7 +53,7 @@ const CALL_DEFAULTS = {
   newPatientGreeting: "No problem, let's get you set up.",
   generalFallback: "Sure, how can I help?",
   recallGreeting:
-    "Hi {firstName}, this is Lisa from {officeName}. We wanted to check in — you're due for a routine exam and cleaning, which most insurance plans cover at no cost. Would you like to schedule one?",
+    "Hi {firstName}, this is Lisa from {officeName}. We wanted to check in — you're due for a routine exam and cleaning. Would you like to make an appointment because your insurance covers it?",
 };
 
 const DEFAULT_SMS_TEMPLATES = [