/**
 * Opens chat widget with WhatsApp fallback
 * Integrates with Kontato chat widget or falls back to WhatsApp
 */
function openSupportChannel() {
    try {
        // Try to open chat widget first
        if (window.kontatoChat && typeof window.kontatoChat.open === 'function') {
            // Open the chat widget
            window.kontatoChat.open();
            
            // Track chat activation
            if (window.gtag) {
                gtag('event', 'chat_opened', {
                    'event_category': 'support',
                    'event_label': 'kontato_widget'
                });
            }
        } else {
            // Fallback to WhatsApp if chat widget is not available
            console.warn('Chat widget not loaded. Opening WhatsApp fallback...');
            openWhatsAppSupport();
        }
    } catch (error) {
        // Error handling - fallback to WhatsApp
        console.error('Error opening chat:', error);
        openWhatsAppSupport();
    }
}

/**
 * Auto-fallback based on device detection
 * Prefer WhatsApp on mobile devices
 */
function openPreferredSupportChannel() {
    const isMobile = /Android|webOS|iPhone|iPad|iPod|BlackBerry|IEMobile|Opera Mini/i.test(navigator.userAgent);
    
    if (isMobile) {
        // Prefer WhatsApp on mobile devices
        openWhatsAppSupport();
    } else {
        // Prefer chat widget on desktop
        openSupportChannel();
    }
}

const messageTemplates = {
    general: "Hello Support, I need assistance with my account.",
    technical: "Hello Support, I'm experiencing technical issues.",
    billing: "Hello Support, I have a question about billing.",
    account: "Hello Support, I need help with my account settings.",
    emergency: "Hello Support, I have an urgent issue that needs immediate attention."
};

/**
 * Open WhatsApp with specific message template
 * @param {string} templateKey - Key for message template
 * @param {Object} userContext - Additional user context
 */
function openWhatsAppWithTemplate(templateKey, userContext = {}) {
    const template = messageTemplates[templateKey] || messageTemplates.general;
    const whatsappNumber = "YOUR_WHATSAPP_NUMBER";
    
    let message = template;
    
    // Add user context if available
    if (userContext.userName) {
        message += ` (User: ${userContext.userName})`;
    }
    if (userContext.orderId) {
        message += ` (Order ID: ${userContext.orderId})`;
    }
    
    const encodedMessage = encodeURIComponent(message);
    const whatsappUrl = `https://wa.me/${whatsappNumber}?text=${encodedMessage}`;
    
    window.open(whatsappUrl, '_blank', 'noopener,noreferrer');
}

// Correct formats
const whatsappNumbers = {
    brazil: "5511999999999",      // +55 11 99999-9999
    usa: "15551234567",           // +1 555-123-4567
    uk: "447911123456",           // +44 7911 123456
    international: "COUNTRYCODE + NUMBER"
};

// Example implementation
const WHATSAPP_NUMBER = "5511999999999"; // Replace with your actual number

/**
 * Properly encode WhatsApp message for URL
 * @param {string} message - Raw message text
 * @returns {string} URL-encoded message
 */
function encodeWhatsAppMessage(message) {
    // Replace common characters that need encoding
    return encodeURIComponent(message)
        .replace(/'/g, '%27')
        .replace(/"/g, '%22')
        .replace(/&/g, '%26');
}

/**
 * Track WhatsApp interaction events
 * @param {string} action - Action type (opened, clicked, etc.)
 * @param {Object} metadata - Additional tracking data
 */
function trackWhatsAppEvent(action, metadata = {}) {
    // Google Analytics 4
    if (window.gtag) {
        gtag('event', `whatsapp_${action}`, {
            'event_category': 'support',
            'event_label': 'whatsapp_business',
            'custom_parameters': JSON.stringify(metadata)
        });
    }
    
    // Facebook Pixel
    if (window.fbq) {
        fbq('track', 'Contact', {
            content_category: 'whatsapp_support',
            content_name: action
        });
    }
    
    // Custom analytics
    if (window.customAnalytics) {
        window.customAnalytics.track('whatsapp_interaction', {
            action: action,
            timestamp: new Date().toISOString(),
            ...metadata
        });
    }
}