From 5b838de91128808fbed6a5421793815e0927d64f Mon Sep 17 00:00:00 2001
From: CapuchaRojo <adam.hoodtech@gmail.com>
Date: Fri, 8 May 2026 18:30:43 -0400
Subject: [PATCH 1/3] feat(voice): clarify Press 3 after-hours routing

---
 api/src/routes/voice.ts                    | 438 ++++++++++++++-------
 api/tests/voiceInboundReceptionist.test.ts | 163 ++++++++
 2 files changed, 463 insertions(+), 138 deletions(-)

diff --git a/api/src/routes/voice.ts b/api/src/routes/voice.ts
index 9613953..03483d5 100644
--- a/api/src/routes/voice.ts
+++ b/api/src/routes/voice.ts
@@ -382,6 +382,19 @@ type GeneralInfoTopicKey =
   | "pricing"
   | "what_to_bring"
   | "renewals";
+type Press3AfterHoursIntent =
+  | "medical_callback"
+  | "reschedule"
+  | "cancellation"
+  | "renewal_tele"
+  | "state_card"
+  | "new_patient"
+  | "veteran_callback"
+  | "hours_location"
+  | "pricing"
+  | "what_to_bring"
+  | "staff_callback"
+  | "unknown";
 type OutboundTriageIntent =
   | "scheduling"
   | "renewal"
@@ -1687,6 +1700,162 @@ function hasExplicitCancellationIntent(input: string) {
   ].some((pattern) => pattern.test(normalized));
 }
 
+function hasPress3AfterHoursMedicalQuestion(input: string) {
+  const normalized = String(input || "")
+    .toLowerCase()
+    .replace(/\s+/g, " ")
+    .trim();
+  if (!normalized) return false;
+
+  const administrativeRenewal =
+    hasAnnualStateCardRenewalIntent(normalized) ||
+    hasExplicitSevenMonthDoctorRenewalIntent(normalized) ||
+    /\b(prescription|recommendation)\s+renew(?:al|ed|ing)?\b/.test(normalized) ||
+    /\brenew(?:al|ed|ing)?\s+(my\s+)?(prescription|recommendation)\b/.test(normalized);
+  if (administrativeRenewal) return false;
+
+  return [
+    /\bmedical advice\b/,
+    /\bclinical\b/,
+    /\bsymptoms?\b/,
+    /\bdiagnos(?:e|is)\b/,
+    /\btreat(?:ment)?\b/,
+    /\bdos(?:e|age|ing)\b/,
+    /\bside effects?\b/,
+    /\bshould i (take|use|increase|decrease|stop)\b/,
+    /\b(can|should) i use\b/,
+    /\bdoctor question\b/,
+    /\bpain\b/,
+    /\bbleeding\b/,
+    /\bvomit(?:ing)?\b/,
+    /\bdiarrhea\b/,
+    /\bfever\b/,
+    /\bcough\b/,
+    /\brash\b/,
+    /\binjur(?:y|ed)\b/,
+    /\bwound\b/,
+    /\binfection\b/,
+    /\bseizure\b/,
+    /\btoxic\b/,
+    /\bpoison\b/,
+    /\bemergency\b/,
+  ].some((pattern) => pattern.test(normalized));
+}
+
+function hasPress3AfterHoursNewPatientIntent(input: string) {
+  const normalized = String(input || "")
+    .toLowerCase()
+    .replace(/\s+/g, " ")
+    .trim();
+  if (!normalized || hasAnnualStateCardRenewalIntent(normalized)) return false;
+
+  return (
+    parseSchedulingCaptureInput(normalized, "").bookingIntent === "new_card" ||
+    /\b(first[- ]?time|new)\s+(patient|card)\b/.test(normalized) ||
+    /\b(get|need|want|obtain|looking for|trying to get)\b.*\b(card|medical marijuana card)\b/.test(normalized)
+  );
+}
+
+function hasPress3AfterHoursStateCardIntent(input: string) {
+  const normalized = String(input || "")
+    .toLowerCase()
+    .replace(/\s+/g, " ")
+    .trim();
+  if (!normalized) return false;
+
+  return (
+    hasAnnualStateCardRenewalIntent(normalized) ||
+    /\bannual\b.*\b(card|mmu)\b/.test(normalized) ||
+    /\b(state|florida|mmu)\s+card\b/.test(normalized) ||
+    /\bmmu\b/.test(normalized)
+  );
+}
+
+function hasPress3AfterHoursVeteranIntent(input: string) {
+  const normalized = String(input || "")
+    .toLowerCase()
+    .replace(/\s+/g, " ")
+    .trim();
+  if (!normalized) return false;
+
+  return (
+    /\bveterans? cannabis care\b/.test(normalized) ||
+    /\bveterans?\b/.test(normalized) ||
+    /\bi'?m a vet\b/.test(normalized) ||
+    /\bi am a vet\b/.test(normalized) ||
+    /\bmilitary\b/.test(normalized) ||
+    /\bserved\b/.test(normalized)
+  );
+}
+
+function hasPress3AfterHoursWhatToBringIntent(input: string) {
+  const normalized = String(input || "")
+    .toLowerCase()
+    .replace(/\s+/g, " ")
+    .trim();
+  if (!normalized) return false;
+
+  return (
+    /\bwhat (should|do) i bring\b/.test(normalized) ||
+    /\bwhat to bring\b/.test(normalized) ||
+    /\bpaperwork\b/.test(normalized) ||
+    /\bforms?\b/.test(normalized) ||
+    /\bmedical records?\b/.test(normalized) ||
+    /\bdocuments?\b/.test(normalized)
+  );
+}
+
+function classifyPress3AfterHoursIntent(
+  speech: string,
+  digits: string
+): Press3AfterHoursIntent {
+  const normalizedSpeech = String(speech || "")
+    .toLowerCase()
+    .replace(/\s+/g, " ")
+    .trim();
+  const digit = String(digits || "").trim().charAt(0);
+
+  if (hasPress3AfterHoursMedicalQuestion(normalizedSpeech)) return "medical_callback";
+  if (hasExplicitRescheduleIntent(normalizedSpeech)) return "reschedule";
+  if (hasExplicitCancellationIntent(normalizedSpeech)) return "cancellation";
+  if (
+    hasExplicitSevenMonthDoctorRenewalIntent(normalizedSpeech) ||
+    /\b(prescription|recommendation)\s+renew(?:al|ed|ing)?\b/.test(normalizedSpeech) ||
+    /\brenew(?:al|ed|ing)?\s+(my\s+)?(prescription|recommendation)\b/.test(normalizedSpeech)
+  ) {
+    return "renewal_tele";
+  }
+  if (hasPress3AfterHoursStateCardIntent(normalizedSpeech)) return "state_card";
+  if (hasPress3AfterHoursNewPatientIntent(normalizedSpeech) || digit === "1") {
+    return "new_patient";
+  }
+  if (hasPress3AfterHoursVeteranIntent(normalizedSpeech)) return "veteran_callback";
+  if (
+    digit === "2" ||
+    /\b(hours?|open|close|location|address|parking|where|located)\b/.test(
+      normalizedSpeech
+    )
+  ) {
+    return "hours_location";
+  }
+  if (/\b(pricing|price|cost|fee|fees|dollars?|\$)\b/.test(normalizedSpeech)) {
+    return "pricing";
+  }
+  if (hasPress3AfterHoursWhatToBringIntent(normalizedSpeech)) {
+    return "what_to_bring";
+  }
+  if (
+    digit === "3" ||
+    /\b(callback|staff|live|person|human|call back|operator)\b/.test(
+      normalizedSpeech
+    )
+  ) {
+    return "staff_callback";
+  }
+
+  return "unknown";
+}
+
 function classifyOutboundTriageInput(
   speech: string,
   digits: string
@@ -12659,59 +12828,67 @@ router.post("/voice/intent", async (req, res) => {
         },
       });
 
-      const digit = digitChoice;
-      const normalizedSpeech = utterance ? utterance.toLowerCase() : "";
-
-      // Press 3 after-hours submenu: check location/hours BEFORE renewal
-      // because digit 2 means "hours/location" in this submenu, not renewal
-      const isLocationOrHoursDigit = digit === "2";
-      const isLocationOrHoursSpeech =
-        normalizedSpeech.includes("hours") ||
-        normalizedSpeech.includes("location") ||
-        normalizedSpeech.includes("address") ||
-        normalizedSpeech.includes("parking") ||
-        normalizedSpeech.includes("where");
-      const isLocationOrHours = isLocationOrHoursDigit || isLocationOrHoursSpeech;
-
-      const isReschedule = hasExplicitRescheduleIntent(normalizedSpeech);
-      const isCancellation = hasExplicitCancellationIntent(normalizedSpeech);
-
-      const isBooking =
-        digit === "1" ||
-        (!isReschedule && normalizedSpeech.includes("book")) ||
-        (!isReschedule && normalizedSpeech.includes("appointment")) ||
-        (!isReschedule && normalizedSpeech.includes("schedule")) ||
-        normalizedSpeech.includes("new patient") ||
-        normalizedSpeech.includes("new card");
-
-      // Renewal in Press 3 submenu: speech only (digit 2 is hours/location)
-      const isRenewal =
-        normalizedSpeech.includes("renew") ||
-        normalizedSpeech.includes("renewal") ||
-        normalizedSpeech.includes("seven month") ||
-        normalizedSpeech.includes("7 month");
-
-      const isCallbackOrStaff =
-        digit === "3" ||
-        normalizedSpeech.includes("callback") ||
-        normalizedSpeech.includes("staff") ||
-        normalizedSpeech.includes("live") ||
-        normalizedSpeech.includes("person") ||
-        normalizedSpeech.includes("human") ||
-        normalizedSpeech.includes("call back");
-
-      const isPricing =
-        normalizedSpeech.includes("pricing") ||
-        normalizedSpeech.includes("price") ||
-        normalizedSpeech.includes("cost") ||
-        normalizedSpeech.includes("fee") ||
-        normalizedSpeech.includes("$") ||
-        normalizedSpeech.includes("dollar");
-
-      // isLocationOrHours already defined above for Press 3 submenu
-
-
-      if (isReschedule) {
+      const afterHoursIntent = classifyPress3AfterHoursIntent(speech, digitChoice);
+      const respondWithAfterHoursStaffCallback = async (preface?: string) => {
+        if (preface) {
+          await speakInboundWithElevenLabsBridgeOrFallback({
+            req,
+            target: twiml,
+            text: preface,
+            context: {
+              callSid,
+              correlationId,
+            },
+          });
+        }
+        const plan = buildNamePlan({
+          followupPreference: "staff_line",
+          callbackPreference: "staff_line",
+          readiness: "staff_requested",
+          readinessRaw: "after_hours_live_staff_request",
+          businessHoursStatus: "closed",
+          transferAttempted: "false",
+          transferResult: "not_attempted_after_hours",
+        });
+        await applyPlan({
+          req,
+          twiml,
+          plan,
+          context: {
+            callSid,
+            correlationId,
+          },
+        });
+        return res.status(200).type("text/xml").send(twiml.toString());
+      };
+      const appendAfterHoursFollowupGather = (prompt: string) => {
+        const gather = twiml.gather({
+          input: ["speech", "dtmf"],
+          action: `/api/voice/intent?stage=option3_after_hours_offer&attempt=${attempt}&booking_lane=press_three`,
+          method: "POST",
+          speechTimeout: TWILIO_SPEECH_TIMEOUT,
+          actionOnEmptyResult: true,
+        });
+        say(gather, prompt);
+        twiml.redirect(
+          `/api/voice/intent?stage=option3_after_hours_offer&attempt=${attempt + 1}&booking_lane=press_three`
+        );
+      };
+
+      if (afterHoursIntent === "medical_callback") {
+        logVoiceOperationalStep({
+          eventName: "voice_flow_step",
+          callSid,
+          stage: "option3_after_hours_medical_deferred",
+          correlationId,
+          payload: { reason: "medical_scope_deferred" },
+        });
+        return respondWithAfterHoursStaffCallback(
+          "I cannot provide medical advice, but staff or the doctor can follow up during business hours."
+        );
+      }
+
+      if (afterHoursIntent === "reschedule") {
         logVoiceOperationalStep({
           eventName: "voice_flow_step",
           callSid,
@@ -12722,7 +12899,7 @@ router.post("/voice/intent", async (req, res) => {
         return respondWithRescheduleLaneStart("intent");
       }
 
-      if (isCancellation && !isReschedule) {
+      if (afterHoursIntent === "cancellation") {
         logVoiceOperationalStep({
           eventName: "voice_flow_step",
           callSid,
@@ -12733,156 +12910,141 @@ router.post("/voice/intent", async (req, res) => {
         return respondWithCancellationLaneStart("intent");
       }
 
-      if (isBooking) {
+      if (afterHoursIntent === "renewal_tele") {
         logVoiceOperationalStep({
           eventName: "voice_flow_step",
           callSid,
-          stage: "option3_after_hours_booking_selected",
+          stage: "option3_after_hours_renewal_tele_selected",
           correlationId,
-          payload: { reason: "booking_selected" },
+          payload: { reason: "seven_month_renewal_selected" },
         });
-        return respondWithBookingLaneStart("intent");
+        return await respondWithInlineRenewalCaptureStart("intent");
       }
 
-      if (isLocationOrHours) {
+      if (afterHoursIntent === "state_card") {
         logVoiceOperationalStep({
           eventName: "voice_flow_step",
           callSid,
-          stage: "option3_after_hours_location_hours_selected",
+          stage: "option3_after_hours_state_card_selected",
           correlationId,
-          payload: { reason: "location_hours_selected" },
+          payload: { reason: "annual_state_card_selected" },
         });
-        await speakInboundWithElevenLabsBridgeOrFallback({
-          req,
-          target: twiml,
-          text: "The office is located at 909 FL-436, Casselberry, Florida 32707. The phone number is 1-800-803-8525. Hours are Monday through Friday, 10 AM to 6 PM, with select Saturdays from 10 AM to 4 PM.",
-          context: {
-            callSid,
-            correlationId,
-          },
+        return respondWithAnnualStateCardRenewalStart("intent");
+      }
+
+      if (afterHoursIntent === "new_patient") {
+        logVoiceOperationalStep({
+          eventName: "voice_flow_step",
+          callSid,
+          stage: "option3_after_hours_booking_selected",
+          correlationId,
+          payload: { reason: "new_patient_selected" },
         });
-        const gather = twiml.gather({
-          input: ["speech", "dtmf"],
-          action: `/api/voice/intent?stage=option3_after_hours_offer&attempt=${attempt}&booking_lane=press_three`,
-          method: "POST",
-          speechTimeout: TWILIO_SPEECH_TIMEOUT,
-          actionOnEmptyResult: true,
+        return respondWithBookingLaneStart("intent", {
+          ...parseSchedulingCaptureInput(speech, digitChoice),
+          bookingIntent: "new_card",
+          offerKey: "new_patient_full",
         });
-        say(gather, "Press 1 for scheduling, 2 for hours or location, 3 for a callback request, or say the topic.");
-        twiml.redirect(
-          `/api/voice/intent?stage=option3_after_hours_offer&attempt=${attempt + 1}&booking_lane=press_three`
-        );
-        return res.status(200).type("text/xml").send(twiml.toString());
       }
 
-      if (isRenewal) {
+      if (afterHoursIntent === "veteran_callback") {
         logVoiceOperationalStep({
           eventName: "voice_flow_step",
           callSid,
-          stage: "option3_after_hours_renewal_selected",
+          stage: "option3_after_hours_veteran_deferred",
           correlationId,
-          payload: { reason: "renewal_selected" },
+          payload: { reason: "veteran_staff_callback" },
         });
-        return respondWithAnnualStateCardRenewalStart("intent");
+        return respondWithAfterHoursStaffCallback(
+          "Staff can confirm the correct Veterans Cannabis Care option, eligibility, and timing during business hours."
+        );
       }
 
-      if (isCallbackOrStaff) {
+      if (afterHoursIntent === "hours_location") {
         logVoiceOperationalStep({
           eventName: "voice_flow_step",
           callSid,
-          stage: "option3_after_hours_callback_selected",
+          stage: "option3_after_hours_location_hours_selected",
           correlationId,
-          payload: { reason: "after_hours_live_staff_request" },
-        });
-        const plan = buildNamePlan({
-          followupPreference: "staff_line",
-          callbackPreference: "staff_line",
-          readiness: "staff_requested",
-          readinessRaw: "after_hours_live_staff_request",
-          businessHoursStatus: "closed",
-          transferAttempted: "false",
-          transferResult: "not_attempted_after_hours",
+          payload: { reason: "location_hours_selected" },
         });
-        await applyPlan({
+        await speakInboundWithElevenLabsBridgeOrFallback({
           req,
-          twiml,
-          plan,
+          target: twiml,
+          text: "The office is located at 909 FL-436, Casselberry, Florida 32707. The phone number is 1-800-803-8525. Hours are Monday through Friday, 10 AM to 6 PM, with select Saturdays from 10 AM to 4 PM.",
           context: {
             callSid,
             correlationId,
           },
         });
+        appendAfterHoursFollowupGather("Press 1 for scheduling, 2 for hours or location, 3 for a callback request, or say the topic.");
         return res.status(200).type("text/xml").send(twiml.toString());
       }
 
-      // After-hours scope guard: medical/unclear inputs create callback
-      const isMedicalOrUnclear =
-        normalizedSpeech.includes("doctor") ||
-        normalizedSpeech.includes("medical") ||
-        normalizedSpeech.includes("symptom") ||
-        normalizedSpeech.includes("prescription") ||
-        normalizedSpeech.includes("diagnosis") ||
-        normalizedSpeech.includes("treatment") ||
-        (!digit && !normalizedSpeech);
-
-      if (isMedicalOrUnclear) {
+      if (afterHoursIntent === "pricing") {
         logVoiceOperationalStep({
           eventName: "voice_flow_step",
           callSid,
-          stage: "option3_after_hours_medical_deferred",
+          stage: "option3_after_hours_pricing_selected",
           correlationId,
-          payload: { reason: "medical_scope_deferred" },
-        });
-        const plan = buildNamePlan({
-          followupPreference: "staff_line",
-          callbackPreference: "staff_line",
-          readiness: "staff_requested",
-          readinessRaw: "after_hours_live_staff_request",
-          businessHoursStatus: "closed",
-          transferAttempted: "false",
-          transferResult: "not_attempted_after_hours",
+          payload: { reason: "pricing_inquiry" },
         });
-        await applyPlan({
+        await speakInboundWithElevenLabsBridgeOrFallback({
           req,
-          twiml,
-          plan,
+          target: twiml,
+          text: "For new patients, the paid in full path is $199 plus a 4 percent transaction fee, with a displayed total of $206.96. There is also a $50 deposit plus a 4 percent transaction fee to secure the appointment. The separate $75 state fee is paid after doctor qualification. I can help you book or queue a callback for staff. Which would you prefer? Press 1 to book, press 3 for a callback.",
           context: {
             callSid,
             correlationId,
           },
         });
+        appendAfterHoursFollowupGather("Press 1 to book, press 3 for a callback.");
         return res.status(200).type("text/xml").send(twiml.toString());
       }
 
-      if (isPricing) {
+      if (afterHoursIntent === "what_to_bring") {
         logVoiceOperationalStep({
           eventName: "voice_flow_step",
           callSid,
-          stage: "option3_after_hours_pricing_selected",
+          stage: "option3_after_hours_what_to_bring_selected",
           correlationId,
-          payload: { reason: "pricing_inquiry" },
+          payload: { reason: "what_to_bring_inquiry" },
         });
         await speakInboundWithElevenLabsBridgeOrFallback({
           req,
           target: twiml,
-          text: "For new patients, the paid in full path is $199 plus a 4 percent transaction fee, with a displayed total of $206.96. There is also a $50 deposit plus a 4 percent transaction fee today to secure the appointment. The separate $75 state fee is paid after doctor qualification. I can help you book or queue a callback for staff. Which would you prefer? Press 1 to book, press 3 for a callback.",
+          text: "Bring your valid Florida ID. Medical records can be helpful if you have them, but staff can confirm what is needed for your situation.",
           context: {
             callSid,
             correlationId,
           },
         });
-        const gather = twiml.gather({
-          input: ["speech", "dtmf"],
-          action: `/api/voice/intent?stage=option3_after_hours_offer&attempt=${attempt}&booking_lane=press_three`,
-          method: "POST",
-          speechTimeout: TWILIO_SPEECH_TIMEOUT,
-          actionOnEmptyResult: true,
+        appendAfterHoursFollowupGather("Press 1 for scheduling, 2 for hours or location, 3 for a callback request, or say the topic.");
+        return res.status(200).type("text/xml").send(twiml.toString());
+      }
+
+      if (afterHoursIntent === "staff_callback") {
+        logVoiceOperationalStep({
+          eventName: "voice_flow_step",
+          callSid,
+          stage: "option3_after_hours_callback_selected",
+          correlationId,
+          payload: { reason: "after_hours_live_staff_request" },
         });
-        say(gather, "Press 1 to book, press 3 for a callback.");
-        twiml.redirect(
-          `/api/voice/intent?stage=option3_after_hours_offer&attempt=${attempt + 1}&booking_lane=press_three`
+        return respondWithAfterHoursStaffCallback();
+      }
+
+      if (afterHoursIntent === "unknown") {
+        logVoiceOperationalStep({
+          eventName: "voice_flow_step",
+          callSid,
+          stage: "option3_after_hours_unknown_deferred",
+          correlationId,
+          payload: { reason: "unknown_or_low_confidence" },
+        });
+        return respondWithAfterHoursStaffCallback(
+          "I can queue a callback for normal business hours so staff can help with that."
         );
-        return res.status(200).type("text/xml").send(twiml.toString());
       }
 
       const maxReprompts = 2;
diff --git a/api/tests/voiceInboundReceptionist.test.ts b/api/tests/voiceInboundReceptionist.test.ts
index e8cd59b..49f8c0a 100644
--- a/api/tests/voiceInboundReceptionist.test.ts
+++ b/api/tests/voiceInboundReceptionist.test.ts
@@ -129,6 +129,30 @@ async function postTopLevelIntent(params: {
     });
 }
 
+async function postPress3AfterHoursOffer(params: {
+  callSid: string;
+  from: string;
+  speech?: string;
+  digits?: string;
+  attempt?: string;
+}) {
+  return request(app)
+    .post("/api/voice/intent")
+    .type("form")
+    .send({
+      CallSid: params.callSid,
+      SpeechResult: params.speech || "",
+      Digits: params.digits || "",
+      From: params.from,
+      To: "+18005550199",
+    })
+    .query({
+      stage: "option3_after_hours_offer",
+      attempt: params.attempt || "0",
+      booking_lane: "press_three",
+    });
+}
+
 async function postStateCardName(params: {
   callSid: string;
   from: string;
@@ -629,6 +653,145 @@ describe("voice inbound receptionist", () => {
     expect(res.text).toContain("after_hours_live_staff_request");
   });
 
+  it("option3_after_hours_offer routes seven-month renewal to Renewal TELE, not state-card", async () => {
+    const res = await postPress3AfterHoursOffer({
+      callSid: `${CALLSID_PREFIX}OPTION3_SEVEN_MONTH_RENEWAL`,
+      from: TEST_PHONES[0],
+      speech: "I need my seven-month renewal",
+    });
+
+    expect(res.status).toBe(200);
+    expect(res.text).toContain("booking_intent=renew_by_phone");
+    expect(res.text).toContain("offer_key=renewal_tele");
+    expect(res.text).not.toContain("/api/voice/state-card-renewal/name");
+  });
+
+  it("option3_after_hours_offer routes annual state-card renewal to Press 2 state-card lane", async () => {
+    const res = await postPress3AfterHoursOffer({
+      callSid: `${CALLSID_PREFIX}OPTION3_ANNUAL_STATE_CARD`,
+      from: TEST_PHONES[0],
+      speech: "I need my annual state card renewed",
+    });
+
+    expect(res.status).toBe(200);
+    expect(res.text).toContain("/api/voice/state-card-renewal/name");
+    expect(res.text).toContain("annual Florida MMU card renewal");
+    expect(res.text).not.toContain("booking_intent=renew_by_phone");
+  });
+
+  it("option3_after_hours_offer routes new-patient card requests to the Press 1 new-patient lane", async () => {
+    const res = await postPress3AfterHoursOffer({
+      callSid: `${CALLSID_PREFIX}OPTION3_NEW_PATIENT_CARD`,
+      from: TEST_PHONES[0],
+      speech: "I'm a new patient and need a card",
+    });
+
+    expect(res.status).toBe(200);
+    expect(res.text).toContain("scheduling_submit");
+    expect(res.text).toContain("booking_intent=new_card");
+    expect(res.text).toContain("offer_key=new_patient_full");
+    expect(res.text).not.toContain("/api/voice/state-card-renewal/name");
+  });
+
+  it("option3_after_hours_offer routes veteran inquiries to safe staff callback handling", async () => {
+    const res = await postPress3AfterHoursOffer({
+      callSid: `${CALLSID_PREFIX}OPTION3_VETERAN_CALLBACK`,
+      from: TEST_PHONES[0],
+      speech: "I'm a veteran",
+    });
+
+    expect(res.status).toBe(200);
+    expect(res.text).toContain("Veterans Cannabis Care option");
+    expect(res.text).toContain("staff_line");
+    expect(res.text).toContain("after_hours_live_staff_request");
+    expect(res.text).not.toContain("<Pay");
+    expect(res.text).not.toContain("100% free");
+    expect(res.text).not.toContain("$123.76");
+  });
+
+  it("option3_after_hours_offer answers what-to-bring with approved operational copy", async () => {
+    const res = await postPress3AfterHoursOffer({
+      callSid: `${CALLSID_PREFIX}OPTION3_WHAT_TO_BRING`,
+      from: TEST_PHONES[0],
+      speech: "what should I bring",
+    });
+
+    expect(res.status).toBe(200);
+    expect(res.text).toContain("Bring your valid Florida ID.");
+    expect(res.text).toContain(
+      "Medical records can be helpful if you have them, but staff can confirm what is needed for your situation."
+    );
+    expect(res.text).not.toContain("<Pay");
+  });
+
+  it("option3_after_hours_offer answers pricing basics without payment capture", async () => {
+    const res = await postPress3AfterHoursOffer({
+      callSid: `${CALLSID_PREFIX}OPTION3_PRICING_NO_PAY`,
+      from: TEST_PHONES[0],
+      speech: "How much does it cost?",
+    });
+
+    expect(res.status).toBe(200);
+    expect(res.text).toContain("paid in full path is $199");
+    expect(res.text).not.toContain("<Pay");
+    expect(res.text).not.toContain("/api/twilio/voice/payment-capture");
+    expect(res.text).not.toContain("card number");
+    expect(res.text).not.toContain("security code");
+  });
+
+  it("option3_after_hours_offer deflects medical questions to callback without advice", async () => {
+    const res = await postPress3AfterHoursOffer({
+      callSid: `${CALLSID_PREFIX}OPTION3_MEDICAL_CALLBACK`,
+      from: TEST_PHONES[0],
+      speech: "Should I increase my dose for pain?",
+    });
+
+    expect(res.status).toBe(200);
+    expect(res.text).toContain("cannot provide medical advice");
+    expect(res.text).toContain("staff or the doctor can follow up");
+    expect(res.text).toContain("after_hours_live_staff_request");
+    expect(res.text).not.toContain("<Pay");
+  });
+
+  it("option3_after_hours_offer keeps reschedule routed to the hidden staff-controlled lane", async () => {
+    const res = await postPress3AfterHoursOffer({
+      callSid: `${CALLSID_PREFIX}OPTION3_RESCHEDULE`,
+      from: TEST_PHONES[0],
+      speech: "I need to move my appointment",
+    });
+
+    expect(res.status).toBe(200);
+    expect(res.text).toContain("/api/voice/reschedule?stage=start");
+    expect(res.text).toContain("Your appointment is not moved yet");
+    expect(res.text).not.toContain("<Pay");
+  });
+
+  it("option3_after_hours_offer keeps pure cancellation routed to cancellation lane", async () => {
+    const res = await postPress3AfterHoursOffer({
+      callSid: `${CALLSID_PREFIX}OPTION3_CANCEL`,
+      from: TEST_PHONES[0],
+      speech: "I need to cancel my appointment",
+    });
+
+    expect(res.status).toBe(200);
+    expect(res.text).toContain("/api/voice/reschedule?stage=cancel_lookup");
+    expect(res.text).toContain("Your appointment is not canceled yet");
+    expect(res.text).not.toContain("preferred new day");
+  });
+
+  it("option3_after_hours_offer prioritizes reschedule for mixed cancel and reschedule", async () => {
+    const res = await postPress3AfterHoursOffer({
+      callSid: `${CALLSID_PREFIX}OPTION3_MIXED_CANCEL_RESCHEDULE`,
+      from: TEST_PHONES[0],
+      speech: "I need to cancel and reschedule my appointment",
+    });
+
+    expect(res.status).toBe(200);
+    expect(res.text).toContain("/api/voice/reschedule?stage=start");
+    expect(res.text).toContain("Your appointment is not moved yet");
+    expect(res.text).not.toContain("/api/voice/reschedule?stage=cancel_lookup");
+  });
+
   it.each(["*", "#"])("replays the main menu when %s is pressed", async (digit) => {
     const res = await postTopLevelIntent({
       callSid: `${CALLSID_PREFIX}REPLAY_${digit === "*" ? "STAR" : "POUND"}_001`,

From 5c912c1a3baa3c3195f928bdbaa5debf2fe0b9c6 Mon Sep 17 00:00:00 2001
From: CapuchaRojo <adam.hoodtech@gmail.com>
Date: Fri, 8 May 2026 18:39:48 -0400
Subject: [PATCH 2/3] docs(voice): align Press 3 after-hours routing truth

---
 ivr routing system.txt | 8 +++++---
 1 file changed, 5 insertions(+), 3 deletions(-)

diff --git a/ivr routing system.txt b/ivr routing system.txt
index 8c67531..11414a1 100644
--- a/ivr routing system.txt	
+++ b/ivr routing system.txt	
@@ -12,7 +12,7 @@ The public top-level IVR remains:
 
 1. Press 1: Seven-month doctor recommendation renewals and new-patient card scheduling.
 2. Press 2: Annual Florida/MMU state-card renewal help.
-3. Press 3: General questions, staff handoff, and a future candidate for bounded after-hours triage.
+3. Press 3: General questions, staff handoff, and bounded deterministic after-hours triage.
 
 Do not collapse Press 1 and Press 2. Press 1 is for the doctor-side seven-month recommendation and new-patient booking/payment lane. Press 2 is for annual state/MMU card help.
 
@@ -52,7 +52,9 @@ The state-card lane should remain staff-oriented and clear that callers must lea
 
 Press 3 remains a public general questions and staff handoff lane.
 
-It can be described as a future candidate for bounded after-hours triage, but do not claim GPT/RAG after-hours triage is live unless runtime and deployment evidence prove it. Current docs should not imply autonomous medical advice, compliance readiness, or production activation beyond repo truth.
+After hours, Press 3 may classify only bounded deterministic topics: medical questions to staff or doctor callback, explicit reschedule to the hidden staff-controlled reschedule lane, pure cancellation to the hidden staff-controlled cancellation lane, seven-month doctor recommendation renewal to Renewal TELE, annual Florida/MMU state-card help to Press 2, new-patient card requests to Press 1, veteran questions to safe staff callback, and approved operational answers for hours/location/parking, pricing basics, and what-to-bring/forms.
+
+Do not claim GPT/RAG after-hours triage is live unless runtime and deployment evidence prove it. Current docs should not imply autonomous medical advice, compliance readiness, public payment capture through Press 3, Acuity mutation through Press 3, or production activation beyond repo truth.
 
 ## Hidden Reschedule Request Intake
 
@@ -100,7 +102,7 @@ Do not claim:
 
 ## Operating Summary
 
-Press 1 is the public booking/payment lane, now including the owner-approved new-patient veteran callback/event-intake script after full-pay and deposit decline. Press 2 remains annual state/MMU help. Press 3 remains general/staff handoff and a future after-hours triage candidate. Rescheduling is hidden from the main menu and remains a staff-approved request lane by default.
+Press 1 is the public booking/payment lane, now including the owner-approved new-patient veteran callback/event-intake script after full-pay and deposit decline. Press 2 remains annual state/MMU help. Press 3 remains general/staff handoff with bounded deterministic after-hours triage only. Rescheduling is hidden from the main menu and remains a staff-approved request lane by default.
 
 
 Cancellation handling: explicit cancellation requests are not reschedule requests. If a caller asks to cancel an appointment through Press 3/general questions, route to a hidden staff-controlled cancellation request. Do not ask for a preferred new day or time, do not say the appointment is canceled, and do not mutate Acuity. Staff must confirm before anything is canceled.

From 84d2967e5bc79378e1f47340a17fa03f0f74c93e Mon Sep 17 00:00:00 2001
From: CapuchaRojo <adam.hoodtech@gmail.com>
Date: Fri, 8 May 2026 18:49:26 -0400
Subject: [PATCH 3/3] fix(voice): prioritize appointment changes in Press 3
 triage

---
 api/src/routes/voice.ts                    |  3 +-
 api/tests/voiceInboundReceptionist.test.ts | 64 ++++++++++++++++++++++
 2 files changed, 66 insertions(+), 1 deletion(-)

diff --git a/api/src/routes/voice.ts b/api/src/routes/voice.ts
index 03483d5..fce6346 100644
--- a/api/src/routes/voice.ts
+++ b/api/src/routes/voice.ts
@@ -1815,9 +1815,10 @@ function classifyPress3AfterHoursIntent(
     .trim();
   const digit = String(digits || "").trim().charAt(0);
 
-  if (hasPress3AfterHoursMedicalQuestion(normalizedSpeech)) return "medical_callback";
   if (hasExplicitRescheduleIntent(normalizedSpeech)) return "reschedule";
   if (hasExplicitCancellationIntent(normalizedSpeech)) return "cancellation";
+  // Symptoms can be an appointment-change reason; defer only when there is no explicit admin intent.
+  if (hasPress3AfterHoursMedicalQuestion(normalizedSpeech)) return "medical_callback";
   if (
     hasExplicitSevenMonthDoctorRenewalIntent(normalizedSpeech) ||
     /\b(prescription|recommendation)\s+renew(?:al|ed|ing)?\b/.test(normalizedSpeech) ||
diff --git a/api/tests/voiceInboundReceptionist.test.ts b/api/tests/voiceInboundReceptionist.test.ts
index 49f8c0a..1f5f272 100644
--- a/api/tests/voiceInboundReceptionist.test.ts
+++ b/api/tests/voiceInboundReceptionist.test.ts
@@ -5,6 +5,7 @@ import prisma from "../src/prisma";
 import { buildVoiceCallbackSummary } from "./helpers/callbackRequestFactories";
 import * as elevenlabsLiveBridge from "../src/lib/voice/elevenlabsLiveBridge";
 import * as routingPolicy from "../src/lib/scheduling/routingPolicy";
+import { MockSchedulingProvider } from "../src/lib/scheduling/mockProvider";
 
 const CALLSID_PREFIX = "CA_INBOUND_RECEPTION_";
 const TEST_PHONES = ["+15558880101", "+15558880102"];
@@ -753,6 +754,69 @@ describe("voice inbound receptionist", () => {
     expect(res.text).not.toContain("<Pay");
   });
 
+  it("option3_after_hours_offer routes symptom-backed reschedule requests to hidden reschedule intake", async () => {
+    const rescheduleSpy = jest.spyOn(
+      MockSchedulingProvider.prototype,
+      "rescheduleAppointment"
+    );
+    const res = await postPress3AfterHoursOffer({
+      callSid: `${CALLSID_PREFIX}OPTION3_RESCHEDULE_FEVER`,
+      from: TEST_PHONES[0],
+      speech: "I need to reschedule because I have a fever",
+    });
+
+    expect(res.status).toBe(200);
+    expect(res.text).toContain("/api/voice/reschedule?stage=start");
+    expect(res.text).toContain("Your appointment is not moved yet");
+    expect(res.text).not.toContain("cannot provide medical advice");
+    expect(res.text).not.toContain("<Pay");
+    expect(res.text).not.toContain("/api/twilio/voice/payment-capture");
+    expect(rescheduleSpy).not.toHaveBeenCalled();
+  });
+
+  it("option3_after_hours_offer routes symptom-backed cancellation requests to cancellation intake", async () => {
+    const rescheduleSpy = jest.spyOn(
+      MockSchedulingProvider.prototype,
+      "rescheduleAppointment"
+    );
+    const res = await postPress3AfterHoursOffer({
+      callSid: `${CALLSID_PREFIX}OPTION3_CANCEL_PAIN`,
+      from: TEST_PHONES[0],
+      speech: "Cancel my appointment, I'm in pain",
+    });
+
+    expect(res.status).toBe(200);
+    expect(res.text).toContain("/api/voice/reschedule?stage=cancel_lookup");
+    expect(res.text).toContain("Your appointment is not canceled yet");
+    expect(res.text).not.toContain("cannot provide medical advice");
+    expect(res.text).not.toContain("preferred new day");
+    expect(res.text).not.toContain("<Pay");
+    expect(res.text).not.toContain("/api/twilio/voice/payment-capture");
+    expect(rescheduleSpy).not.toHaveBeenCalled();
+  });
+
+  it("option3_after_hours_offer keeps true medical questions on staff deferral", async () => {
+    const rescheduleSpy = jest.spyOn(
+      MockSchedulingProvider.prototype,
+      "rescheduleAppointment"
+    );
+    const res = await postPress3AfterHoursOffer({
+      callSid: `${CALLSID_PREFIX}OPTION3_TRUE_MEDICAL_PAIN`,
+      from: TEST_PHONES[0],
+      speech: "Can medical marijuana help my pain?",
+    });
+
+    expect(res.status).toBe(200);
+    expect(res.text).toContain("cannot provide medical advice");
+    expect(res.text).toContain("staff or the doctor can follow up");
+    expect(res.text).toContain("after_hours_live_staff_request");
+    expect(res.text).not.toContain("/api/voice/reschedule?stage=start");
+    expect(res.text).not.toContain("/api/voice/reschedule?stage=cancel_lookup");
+    expect(res.text).not.toContain("<Pay");
+    expect(res.text).not.toContain("/api/twilio/voice/payment-capture");
+    expect(rescheduleSpy).not.toHaveBeenCalled();
+  });
+
   it("option3_after_hours_offer keeps reschedule routed to the hidden staff-controlled lane", async () => {
     const res = await postPress3AfterHoursOffer({
       callSid: `${CALLSID_PREFIX}OPTION3_RESCHEDULE`,