fix(voice): preserve cancellation intent in staff handoff

api/src/routes/voice.ts

@@ -1592,8 +1592,6 @@ function hasExplicitRescheduleIntent(input: string) {
 
   return [
     /\breschedul(?:e|ing)\b/,
-    /\bcancell?ing?\b/,
-    /\bcancel\b/,
     /\bmove (my|the|an)?\s*appointment\b/,
     /\bchange (my|the|an)?\s*appointment\b/,
     /\bswitch (my|the|an)?\s*appointment\b/,
@@ -1603,6 +1601,27 @@ function hasExplicitRescheduleIntent(input: string) {
   ].some((pattern) => pattern.test(normalized));
 }
 
+
+function hasExplicitCancellationIntent(input: string) {
+  const normalized = String(input || "")
+    .toLowerCase()
+    .replace(/\s+/g, " ")
+    .trim();
+  if (!normalized) return false;
+
+  return [
+    /\bcancel\b/,
+    /\bcanceled\b/,
+    /\bcancelled\b/,
+    /\bcanceling\b/,
+    /\bcancelling\b/,
+    /\bcancellation\b/,
+    /\bcall off (my|the|an)?\s*appointment\b/,
+    /\bdon't need (my|the|an)?\s*appointment\b/,
+    /\bdo not need (my|the|an)?\s*appointment\b/,
+  ].some((pattern) => pattern.test(normalized));
+}
+
 function classifyOutboundTriageInput(
   speech: string,
   digits: string
@@ -8796,6 +8815,36 @@ router.post("/voice/intent", async (req, res) => {
       return res.status(200).type("text/xml").send(twiml.toString());
     };
 
+
+    const respondWithCancellationLaneStart = (
+      source: "intent" | "dtmf"
+    ) => {
+      logVoiceOperationalStep({
+        eventName: "voice_flow_step",
+        callSid,
+        stage: "cancellation_start",
+        correlationId,
+        payload: {
+          source,
+          route: "hidden_cancellation_lane",
+          ...buildRescheduleAssistantMetadata(),
+        },
+      });
+
+      const gather = twiml.gather({
+        input: ["speech", "dtmf"],
+        action: "/api/voice/reschedule?stage=cancel_lookup",
+        method: "POST",
+        speechTimeout: "auto",
+      });
+      say(
+        gather,
+        "I can send a cancellation request to the team. Your appointment is not canceled yet; staff will confirm before anything is canceled. What phone number should I use to look up your appointment?"
+      );
+      twiml.redirect("/api/voice/reschedule?stage=cancel_lookup");
+      return res.status(200).type("text/xml").send(twiml.toString());
+    };
+
     const respondWithInlineRenewalCaptureStart = async (
       source: "intent" | "dtmf"
     ) => {
@@ -12533,6 +12582,7 @@ router.post("/voice/intent", async (req, res) => {
       const isLocationOrHours = isLocationOrHoursDigit || isLocationOrHoursSpeech;
 
       const isReschedule = hasExplicitRescheduleIntent(normalizedSpeech);
+      const isCancellation = hasExplicitCancellationIntent(normalizedSpeech);
 
       const isBooking =
         digit === "1" ||
@@ -12568,6 +12618,7 @@ router.post("/voice/intent", async (req, res) => {
 
       // isLocationOrHours already defined above for Press 3 submenu
 
+
       if (isReschedule) {
         logVoiceOperationalStep({
           eventName: "voice_flow_step",
@@ -12579,6 +12630,17 @@ router.post("/voice/intent", async (req, res) => {
         return respondWithRescheduleLaneStart("intent");
       }
 
+      if (isCancellation && !isReschedule) {
+        logVoiceOperationalStep({
+          eventName: "voice_flow_step",
+          callSid,
+          stage: "option3_after_hours_cancellation_selected",
+          correlationId,
+          payload: { reason: "cancellation_inquiry" },
+        });
+        return respondWithCancellationLaneStart("intent");
+      }
+
       if (isBooking) {
         logVoiceOperationalStep({
           eventName: "voice_flow_step",
@@ -12843,6 +12905,7 @@ router.post("/voice/intent", async (req, res) => {
       return respondWithAnnualStateCardRenewalStart("dtmf");
     }
 
+
     if (digitChoice === "3" && utterance && hasExplicitRescheduleIntent(utterance)) {
       logVoiceOperationalStep({
         eventName: "voice_flow_step",
@@ -12858,6 +12921,38 @@ router.post("/voice/intent", async (req, res) => {
       return respondWithRescheduleLaneStart("intent");
     }
 
+    if (utterance && hasExplicitRescheduleIntent(utterance)) {
+      logVoiceOperationalStep({
+        eventName: "voice_flow_step",
+        callSid,
+        stage: "general_info_reschedule_request_detected",
+        correlationId,
+        payload: {
+          route: "hidden_reschedule_lane",
+          source: digitChoice === "3" ? "press_three" : "speech",
+          ...buildRescheduleAssistantMetadata(),
+        },
+      });
+
+      return respondWithRescheduleLaneStart("intent");
+    }
+
+    if (digitChoice === "3" && utterance && hasExplicitCancellationIntent(utterance)) {
+      logVoiceOperationalStep({
+        eventName: "voice_flow_step",
+        callSid,
+        stage: "press_3_cancellation_request_detected",
+        correlationId,
+        payload: {
+          route: "hidden_cancellation_lane",
+          source: "press_three",
+          ...buildRescheduleAssistantMetadata(),
+        },
+      });
+
+      return respondWithCancellationLaneStart("intent");
+    }
+
     if (digitChoice === "3") {
       const staffHandoffConfig = getStaffHandoffConfig();
       const handoffReady = Boolean(
@@ -12972,20 +13067,21 @@ router.post("/voice/intent", async (req, res) => {
       return respondWithRescheduleLaneStart("dtmf");
     }
 
-    if (utterance && hasExplicitRescheduleIntent(utterance)) {
+
+    if (utterance && hasExplicitCancellationIntent(utterance) && !hasExplicitRescheduleIntent(utterance)) {
       logVoiceOperationalStep({
         eventName: "voice_flow_step",
         callSid,
-        stage: "general_info_reschedule_request_detected",
+        stage: "general_info_cancellation_request_detected",
         correlationId,
         payload: {
-          route: "hidden_reschedule_lane",
+          route: "hidden_cancellation_lane",
           source: digitChoice === "3" ? "press_three" : "speech",
           ...buildRescheduleAssistantMetadata(),
         },
       });
 
-      return respondWithRescheduleLaneStart("intent");
+      return respondWithCancellationLaneStart("intent");
     }
 
     const dtmfGeneralInfoTopicKey: GeneralInfoTopicKey | null =
@@ -14899,6 +14995,41 @@ router.post("/voice/reschedule", async (req, res) => {
     },
   });
 
+
+  if (stage === "cancel_lookup") {
+    const providedPhone = normalizePhone(String(speech || digits || "").trim());
+    const callbackPhone = providedPhone || callerPhone;
+    const callback = await createRescheduleFallback({
+      kind: "cancellation",
+      callSid,
+      correlationId,
+      phone: callbackPhone,
+      confidence: "none",
+      reason: "caller_requested_cancellation",
+      originalUtterance: speech || digits || "appointment cancellation request",
+    });
+
+    logVoiceOperationalStep({
+      eventName: "voice_flow_step",
+      callSid,
+      stage: "cancel_lookup",
+      correlationId,
+      payload: {
+        callbackId: callback.id,
+        phoneLast4: safeLast4Digits(callbackPhone),
+      },
+    });
+
+    await speakInboundWithElevenLabsBridgeOrFallback({
+      req,
+      target: twiml,
+      text: "Thanks. I captured the cancellation request. Your appointment is not canceled yet; staff will confirm before anything is canceled.",
+      context: { callSid, correlationId },
+    });
+    twiml.hangup();
+    return res.type("text/xml").send(twiml.toString());
+  }
+
   // State machine for reschedule flow
   if (stage === "start") {
     // Product simplification: If callerPhone exists, don't ask for phone or do separate lookup.
@@ -16831,6 +16962,8 @@ async function createRescheduleFallback(params: {
   matchedAppointmentChoices?: string[];
   reason?: string;
   requestedNewTime?: string;
+  kind?: "reschedule" | "cancellation";
+  originalUtterance?: string;
 }) {
   const {
     callSid,
@@ -16850,10 +16983,16 @@ async function createRescheduleFallback(params: {
     matchedAppointmentChoices,
     reason,
     requestedNewTime,
+    kind = "reschedule",
+    originalUtterance,
   } = params;
 
+  const isCancellationRequest = kind === "cancellation";
+
   const summaryLines = [
-    "Reschedule request via hidden IVR lane.",
+    isCancellationRequest
+      ? "Cancellation request via hidden IVR lane."
+      : "Reschedule request via hidden IVR lane.",
     `confidence=${confidence}`,
     callSid ? `callSid=${callSid}` : "",
     correlationId ? `correlationId=${correlationId}` : "",
@@ -16876,23 +17015,30 @@ async function createRescheduleFallback(params: {
     matchedAppointmentType ? `matched_appointment_type=${matchedAppointmentType}` : "",
     matchedAppointmentChoices?.length ? `multiple_appointment_choices=${matchedAppointmentChoices.join(" | ")}` : "",
     reason ? `lookup_reason=${reason}` : "",
-    requestedNewTime ? `requested_new_time=${requestedNewTime}` : "",
-    "staff_action_required=confirm_reschedule",
+    requestedNewTime && !isCancellationRequest ? `requested_new_time=${requestedNewTime}` : "",
+    originalUtterance ? `original_utterance=${sanitizeVoiceSummaryToken(originalUtterance, 180)}` : "",
+    isCancellationRequest
+      ? "staff_action_required=confirm_cancellation"
+      : "staff_action_required=confirm_reschedule",
     "policy_disclosed=24hr_50_fee",
-    "policy_note=reschedules_or_cancellations_under_24hr_may_have_50_fee",
+    isCancellationRequest
+      ? "policy_note=cancellations_under_24hr_may_have_50_fee"
+      : "policy_note=reschedules_or_cancellations_under_24hr_may_have_50_fee",
   ].filter(Boolean);
 
   const callback = await prisma.callbackRequest.create({
     data: {
       name: name || "",
       phone: phone || "",
       status: "pending",
-      requestType: "reschedule",
-      scenarioType: "reschedule",
+      requestType: isCancellationRequest ? "cancellation" : "reschedule",
+      scenarioType: isCancellationRequest ? "cancellation" : "reschedule",
       scenarioState: "pending",
       source: "voice",
       staffFollowupRequired: true,
-      nonMedicalReason: "reschedule_request",
+      nonMedicalReason: isCancellationRequest
+        ? "appointment_cancellation_request"
+        : "reschedule_request",
       summary: summaryLines.join("\n"),
     },
   });
@@ -16912,8 +17058,10 @@ async function createRescheduleFallback(params: {
   });
 
   sendVoiceEscalation({
-    intent: "reschedule",
-    reason: "reschedule_fallback",
+    intent: isCancellationRequest ? "appointment_cancellation" : "reschedule",
+    reason: isCancellationRequest
+      ? "appointment_cancellation_fallback"
+      : "reschedule_fallback",
     callSid: callSid || "",
     phone: phone || null,
   });