Rapport Absence

class RapportHandler:
    """Handle rapport-building opportunities"""
    
    PERSONAL_CUE_PATTERNS = {
        "time_of_day": [
            "long monday", "long day", "long week", 
            "early morning", "late night", "busy day"
        ],
        "excitement": [
            "excited", "can't wait", "so happy", 
            "thrilled", "amazing", "awesome"
        ],
        "frustration": [
            "frustrated", "annoying", "waited", 
            "three weeks", "multiple times", "still waiting"
        ],
        "nervousness": [
            "nervous", "first time", "never done", 
            "not sure if", "worried", "anxious"
        ],
        "personal_achievement": [
            "got accepted", "graduated", "promoted",
            "just started", "won", "achieved"
        ],
        "environment": [
            "coffee shop", "at work", "on the train",
            "bit noisy", "driving", "walking"
        ]
    }
    
    RAPPORT_RESPONSES = {
        "time_of_day": [
            "Totally get it, {day}s can be rough!",
            "I hear you! Hope the rest of your day gets better.",
            "Ha, I feel that!"
        ],
        "excitement": [
            "That's awesome!",
            "Love the energy!",
            "Same here, this is gonna be great!"
        ],
        "frustration": [
            "I'm really sorry to hear that. Let me help.",
            "That sounds frustrating. Let's sort this out.",
            "I totally understand. Let me see what I can do."
        ],
        "nervousness": [
            "No worries at all! It's totally normal.",
            "You've got this! We'll walk through it together.",
            "Don't worry, it's easier than it sounds!"
        ],
        "personal_achievement": [
            "Wow, congratulations! That's amazing!",
            "That's impressive!",
            "Nice! You should be proud of that."
        ],
        "environment": [
            "Coffee shop? Nice! Can you hear me okay?",
            "No problem! Let me know if I need to repeat anything.",
            "All good! Just let me know if you need a moment."
        ]
    }
    
    def detect_rapport_cue(self, transcript: str) -> dict:
        """Detect rapport-building opportunity"""
        transcript_lower = transcript.lower()
        
        for category, patterns in self.PERSONAL_CUE_PATTERNS.items():
            for pattern in patterns:
                if pattern in transcript_lower:
                    return {
                        "detected": True,
                        "category": category,
                        "pattern": pattern,
                        "response": self.get_response(category, pattern)
                    }
        
        return {"detected": False}
    
    def get_response(self, category: str, pattern: str) -> str:
        """Get appropriate rapport response"""
        responses = self.RAPPORT_RESPONSES.get(category, [])
        response = random.choice(responses) if responses else ""
        
        # Handle template substitutions
        if "{day}" in response:
            day = pattern.split()[1] if "long" in pattern else "those"
            response = response.replace("{day}", day.capitalize())
        
        return response
    
    def build_rapport_flow(self, cue: dict, next_question: str) -> str:
        """Build response with rapport + continuation"""
        if not cue["detected"]:
            return next_question
        
        # Rapport acknowledgment + transition + business
        rapport = cue["response"]
        
        # Short transition
        transitions = ["Anyway, ", "So, ", "Quick question - "]
        transition = random.choice(transitions)
        
        return f"{rapport} {transition}{next_question}"


class EmotionalMatcher:
    """Match caller's emotional energy"""
    
    ENERGY_LEVELS = {
        "high": {
            "indicators": ["excited", "amazing", "awesome", "love", 
                          "can't wait", "super", "really want"],
            "response_style": "enthusiastic",
            "modifiers": ["Awesome!", "Love it!", "That's great!"]
        },
        "low": {
            "indicators": ["frustrated", "tired", "long day", "waiting",
                          "problem", "issue", "worried"],
            "response_style": "empathetic",
            "modifiers": ["I understand.", "I'm sorry.", "I hear you."]
        },
        "neutral": {
            "indicators": [],
            "response_style": "professional",
            "modifiers": ["Got it.", "Sure.", "Okay."]
        }
    }
    
    def detect_energy(self, transcript: str) -> str:
        """Detect caller's energy level"""
        transcript_lower = transcript.lower()
        
        for level, config in self.ENERGY_LEVELS.items():
            if any(ind in transcript_lower for ind in config["indicators"]):
                return level
        
        return "neutral"
    
    def get_matching_modifier(self, energy: str) -> str:
        """Get modifier that matches caller energy"""
        config = self.ENERGY_LEVELS.get(energy, self.ENERGY_LEVELS["neutral"])
        return random.choice(config["modifiers"])
    
    def adapt_response(self, base_response: str, 
                       caller_energy: str) -> str:
        """Adapt response to match caller energy"""
        modifier = self.get_matching_modifier(caller_energy)
        
        if caller_energy == "high":
            # Add enthusiasm
            return f"{modifier} {base_response}"
        elif caller_energy == "low":
            # Lead with empathy
            return f"{modifier} {base_response}"
        else:
            return base_response

instructions: |
  ## RAPPORT BUILDING
  
  The difference between feeling like a form and a conversation is RAPPORT.
  
  When the caller shares something personal:
  1. ACKNOWLEDGE it briefly (1-2 sentences max)
  2. Then continue with your question
  
  EXAMPLES:
  
  Caller: "Sorry, it's been a long Monday."
  You: "Totally get it, Mondays can be rough! So anyway..."
  
  Caller: "I just got accepted to MIT!"
  You: "Wow, congrats! That's awesome! You'd be perfect for this."
  
  Caller: "I've been waiting three weeks and I'm frustrated."
  You: "I'm really sorry to hear that. Let me help sort this out."
  
  Caller: "I'm a bit nervous, never done this before."
  You: "No worries at all! It's totally normal. We'll walk through it."
  
  MATCH their energy:
  - Excited caller → Be enthusiastic
  - Frustrated caller → Be empathetic first
  - Nervous caller → Be reassuring
  
  DON'T:
  - Ignore personal comments and charge ahead
  - Spend too long on rapport (1-2 sentences max)
  - Match frustration with frustration
  - Sound robotic when they're emotional
  
  KEEP IT BRIEF: Rapport → Then business