NPS und Bewertungen

'use client';

import { useEffect, useId, useRef, useState } from 'react';
import { cn, prefersReducedMotion, useInView, useLocale, useTexts } from '@/lib/kit';
import { Button } from '@/components/ui/button';
import { Icon } from '@/components/ui/icon';
import { Textarea } from '@/components/ui/textarea';
import { Reveal } from '@/components/ui/reveal';
import { Section } from '@/components/ui/section';
import { ChipGroup, DoneMark, FlowHead, ScalePicker, Unfold } from '@/components/ui/form-flow';

/*
 * One quick rating and a follow-up question that fits the answer. The
 * follow-up opens with a soft height once a score is chosen and asks
 * something different for a low and a high score. Sends
 * { score, reasons, comment } to `onSubmit`.
 *
 *   nps             0 to 10, two rows of tiles on phones
 *   csat            five drawn faces from unhappy to delighted
 *   thumbs          "Was this helpful?" under an article, reasons on a no
 *   effort          how easy something was, on seven points
 *   support-rating  the closing card of a support chat with the person who helped
 */

export type NpsFeedbackVariant = 'nps' | 'csat' | 'thumbs' | 'effort' | 'support-rating';

export interface NpsFeedbackProps {
  variant?: NpsFeedbackVariant;
  eyebrow?: React.ReactNode;
  title?: React.ReactNode;
  description?: React.ReactNode;
  /** The rating question */
  question: string;
  /** Follow-up for a low score (detractors, unhappy, no) */
  lowFollowUp?: string;
  /** Follow-up for a high score */
  highFollowUp?: string;
  /** Tags to pick for a low and a high score */
  lowReasons?: string[];
  highReasons?: string[];
  /** Words under both ends of the scale */
  low?: string;
  high?: string;
  /** thumbs: the article above the question */
  article?: { title: string; text: string; updated?: string };
  /** support-rating: who helped */
  agent?: { name: string; role?: string; initials?: string };
  /** support-rating: the last lines of the conversation */
  messages?: { from: 'agent' | 'visitor'; text: string }[];
  /** Thanks after sending */
  thanks?: { title: string; text?: string };
  onSubmit?: (data: { score: number | null; reasons: string[]; comment: string }) => void;
  labels?: Partial<Texts>;
  className?: string;
}

const TEXTS = {
  en: {
    send: 'Send feedback',
    sendShort: 'Send',
    comment: 'Anything else you want to tell us?',
    reasons: 'What was it mostly about?',
    yes: 'Yes',
    no: 'No',
    helpful: 'Was this page helpful?',
    gladTitle: 'Glad it helped',
    gladText: 'Thank you for letting us know.',
    thanksTitle: 'Thank you, that helps us',
    thanksText: 'We read every answer and follow up when we can do better.',
    change: 'Change rating',
    score: 'Score {n}',
    pickScore: 'Please choose a score first, then we can take your comment.',
    rated: 'You rated {n}',
    notRated: 'Not rated yet',
    inBetween: 'In between',
    stars: '{n} of 5 stars',
    conversation: 'Conversation',
    closed: 'Chat closed',
    you: 'You',
  },
  de: {
    send: 'Feedback senden',
    sendShort: 'Senden',
    comment: 'Möchtest du uns noch etwas sagen?',
    reasons: 'Worum ging es vor allem?',
    yes: 'Ja',
    no: 'Nein',
    helpful: 'War diese Seite hilfreich?',
    gladTitle: 'Schön, dass es geholfen hat',
    gladText: 'Danke für deine Rückmeldung.',
    thanksTitle: 'Danke, das hilft uns',
    thanksText: 'Wir lesen jede Antwort und melden uns, wenn wir etwas besser machen können.',
    change: 'Bewertung ändern',
    score: 'Wert {n}',
    pickScore: 'Bitte wähle zuerst einen Wert, dann nehmen wir deinen Kommentar gern auf.',
    rated: 'Du hast {n} gewählt',
    notRated: 'Noch nicht bewertet',
    inBetween: 'Dazwischen',
    stars: '{n} von 5 Sternen',
    conversation: 'Unterhaltung',
    closed: 'Chat beendet',
    you: 'Du',
  },
};

type Texts = (typeof TEXTS)['en'];

const FACES = { en: ['Very unhappy', 'Unhappy', 'Okay', 'Happy', 'Delighted'], de: ['Sehr unzufrieden', 'Unzufrieden', 'Okay', 'Zufrieden', 'Begeistert'] };

/* ------------------------------------------------------------------ */
/* Shared                                                              */
/* ------------------------------------------------------------------ */

function FollowUp({ p, t, isLow, reasons, setReasons, comment, setComment, open, compact }: { p: NpsFeedbackProps; t: Texts; isLow: boolean; reasons: string[]; setReasons: (r: string[]) => void; comment: string; setComment: (c: string) => void; open: boolean; compact?: boolean }) {
  const list = (isLow ? p.lowReasons : p.highReasons) ?? [];
  const q = (isLow ? p.lowFollowUp : p.highFollowUp) ?? t.comment;
  return (
    <Unfold open={open}>
      <div className={cn('grid gap-5', compact ? 'pt-5' : 'pt-7')}>
        {list.length > 0 && <ChipGroup key={isLow ? 'low' : 'high'} legend={q} options={list.map((r) => ({ value: r, label: r }))} multiple value={reasons} onChange={setReasons} />}
        <Textarea label={list.length ? t.comment : q} optional value={comment} onChange={(e) => setComment(e.target.value)} minRows={compact ? 2 : 3} maxLength={500} />
      </div>
    </Unfold>
  );
}

function Thanks({ p, t, title, text, onChange }: { p: NpsFeedbackProps; t: Texts; title?: string; text?: string; onChange?: () => void }) {
  const ref = useRef<HTMLParagraphElement>(null);
  useEffect(() => ref.current?.focus({ preventScroll: true }), []);
  return (
    <div role="status" className="kit-rise flex flex-col items-center py-4 text-center">
      <DoneMark size={52} />
      <p ref={ref} tabIndex={-1} className="mt-4 text-[19px] font-semibold tracking-[-0.02em] text-foreground outline-none">
        {title ?? p.thanks?.title ?? t.thanksTitle}
      </p>
      <p className="mt-1.5 max-w-[26rem] text-pretty text-[14.5px] leading-relaxed text-muted-foreground">{text ?? p.thanks?.text ?? t.thanksText}</p>
      {onChange && (
        <Button variant="ghost" size="sm" iconLeft="rotate-ccw" onClick={onChange} className="mt-3">
          {t.change}
        </Button>
      )}
    </div>
  );
}

function useFeedback(p: NpsFeedbackProps) {
  const [score, setScore] = useState<number | null>(null);
  const [reasons, setReasons] = useState<string[]>([]);
  const [comment, setComment] = useState('');
  const [sent, setSent] = useState(false);
  const [error, setError] = useState(false);
  const send = () => {
    if (score === null) {
      setError(true);
      return false;
    }
    p.onSubmit?.({ score, reasons, comment });
    setSent(true);
    return true;
  };
  const pick = (n: number) => {
    setScore(n);
    setError(false);
  };
  return { score, pick, reasons, setReasons, comment, setComment, sent, setSent, send, error };
}

/* ------------------------------------------------------------------ */
/* nps                                                                 */
/* ------------------------------------------------------------------ */

function Nps({ p, t }: { p: NpsFeedbackProps; t: Texts }) {
  const id = useId();
  const f = useFeedback(p);
  const [viewRef, inView] = useInView<HTMLDivElement>();
  const isLow = f.score !== null && f.score <= 6;
  return (
    <Reveal effect="scale" className="kit-card mx-auto max-w-[46rem] p-6 sm:p-10">
      {f.sent ? (
        <Thanks p={p} t={t} onChange={() => f.setSent(false)} />
      ) : (
        <form
          noValidate
          onSubmit={(e) => {
            e.preventDefault();
            if (!f.send()) document.getElementById(`${id}-0`)?.focus();
          }}
        >
          <fieldset aria-describedby={`${id}-ends${f.error ? ` ${id}-err` : ''}`} className="min-w-0">
            <legend className="text-balance text-[19px] font-semibold leading-snug tracking-[-0.02em] text-foreground sm:text-[21px]">{p.question}</legend>
            {/* Eleven tiles in a row from tablet up, two centred rows on phones (0 to 5, 6 to 10) */}
            <div ref={viewRef} className={cn('kit-stagger mt-6 flex flex-wrap justify-center gap-1.5 sm:grid sm:grid-cols-11 sm:gap-2', !inView && 'kit-stagger-wait')} style={{ '--kit-step': '40ms' } as React.CSSProperties}>
              {Array.from({ length: 11 }, (_, n) => {
                const on = f.score === n;
                return (
                  <label
                    key={n}
                    htmlFor={`${id}-${n}`}
                    className={cn(
                      'group/n relative grid h-12 w-[calc((100%-1.875rem)/6)] cursor-pointer place-items-center rounded-lg border text-[16px] sm:w-auto font-semibold tabular-nums transition-[background-color,border-color,color,scale,box-shadow] duration-300 ease-[cubic-bezier(0.34,1.5,0.64,1)] sm:h-14',
                      on ? 'scale-[1.06] border-primary bg-primary text-primary-foreground shadow-[var(--shadow-md)]' : 'border-border bg-card text-foreground hover:-translate-y-0.5 hover:border-border-strong motion-reduce:hover:translate-y-0',
                      f.error && !on && 'border-[color-mix(in_oklab,var(--destructive)_45%,var(--border))]',
                      'has-[:focus-visible]:shadow-[0_0_0_3px_color-mix(in_oklab,var(--primary)_28%,transparent)]',
                    )}
                  >
                    <input id={`${id}-${n}`} type="radio" name={`${id}-score`} value={n} checked={on} onChange={() => f.pick(n)} aria-invalid={f.error || undefined} className="sr-only" />
                    {n}
                  </label>
                );
              })}
            </div>
            <p id={`${id}-ends`} className="mt-2.5 flex justify-between gap-4 text-[12.5px] text-muted-foreground">
              <span>{p.low}</span>
              <span className="text-end">{p.high}</span>
            </p>
            {f.error && (
              <p id={`${id}-err`} role="alert" className="kit-rise mt-3 flex items-start gap-1.5 text-[13px] font-medium text-destructive">
                <Icon name="alert-circle" size={15} strokeWidth={1.8} className="mt-[2.5px] shrink-0" />
                {t.pickScore}
              </p>
            )}
          </fieldset>
          <FollowUp p={p} t={t} isLow={isLow} reasons={f.reasons} setReasons={f.setReasons} comment={f.comment} setComment={f.setComment} open={f.score !== null} />
          <div className="mt-7 flex flex-col-reverse gap-3 border-t border-border pt-6 sm:flex-row sm:items-center sm:justify-between">
            <p aria-live="polite" className="text-[13px] text-muted-foreground max-sm:text-center">
              {f.score !== null ? t.rated.replace('{n}', String(f.score)) : ''}
            </p>
            <Button type="submit" icon="send" className="max-sm:w-full">
              {t.send}
            </Button>
          </div>
        </form>
      )}
    </Reveal>
  );
}

/* ------------------------------------------------------------------ */
/* csat                                                                */
/* ------------------------------------------------------------------ */

/** A face drawn on a 40 grid: the mouth bends from a frown (0) to a wide smile (4) */
function Face({ level, on }: { level: number; on: boolean }) {
  const bend = [-5, -2.5, 0, 3, 6][level] ?? 0;
  const mouth = `M13 ${round1(27 - bend / 3)} Q20 ${round1(27 + bend)} 27 ${round1(27 - bend / 3)}`;
  return (
    <svg viewBox="0 0 40 40" aria-hidden className="size-11 shrink-0 overflow-visible sm:size-14">
      <circle cx="20" cy="20" r="18" className={cn('transition-[fill,stroke] duration-300', on ? 'fill-[color-mix(in_oklab,var(--primary)_18%,var(--card))] stroke-primary' : 'fill-transparent stroke-border-strong group-hover/face:stroke-[color-mix(in_oklab,var(--foreground)_45%,var(--border-strong))]')} strokeWidth="1.6" />
      <circle cx="14.5" cy="16.5" r="1.7" className={on ? 'fill-[color-mix(in_oklab,var(--primary)_85%,var(--foreground))]' : 'fill-muted-foreground'} />
      <circle cx="25.5" cy="16.5" r="1.7" className={on ? 'fill-[color-mix(in_oklab,var(--primary)_85%,var(--foreground))]' : 'fill-muted-foreground'} />
      <path d={mouth} fill="none" strokeWidth="1.9" strokeLinecap="round" className={on ? 'stroke-[color-mix(in_oklab,var(--primary)_85%,var(--foreground))]' : 'stroke-muted-foreground'} />
    </svg>
  );
}
const round1 = (n: number) => Math.round(n * 10) / 10;

function Csat({ p, t }: { p: NpsFeedbackProps; t: Texts }) {
  const id = useId();
  const locale = useLocale();
  const f = useFeedback(p);
  const isLow = f.score !== null && f.score <= 2;
  return (
    <Reveal effect="scale" className="kit-card mx-auto max-w-[44rem] p-6 sm:p-10">
      {f.sent ? (
        <Thanks p={p} t={t} onChange={() => f.setSent(false)} />
      ) : (
        <form
          noValidate
          onSubmit={(e) => {
            e.preventDefault();
            if (!f.send()) document.getElementById(`${id}-0`)?.focus();
          }}
        >
          <fieldset className="min-w-0" aria-describedby={f.error ? `${id}-err` : undefined}>
            <legend className="mx-auto max-w-[32rem] text-balance text-center text-[19px] font-semibold leading-snug tracking-[-0.02em] text-foreground sm:text-[21px]">{p.question}</legend>
            <div className="kit-stagger mx-auto mt-7 grid max-w-[34rem] grid-cols-5 gap-1 sm:gap-3" style={{ '--kit-step': '60ms' } as React.CSSProperties}>
              {FACES[locale].map((label, i) => {
                const on = f.score === i;
                return (
                  <label
                    key={label}
                    htmlFor={`${id}-${i}`}
                    className={cn(
                      'group/face flex cursor-pointer flex-col items-center gap-2 rounded-xl px-1 py-3 transition-[background-color,box-shadow] duration-300 hover:bg-[color-mix(in_oklab,var(--foreground)_4%,transparent)]',
                      'has-[:focus-visible]:shadow-[0_0_0_3px_color-mix(in_oklab,var(--primary)_28%,transparent)]',
                    )}
                  >
                    <input id={`${id}-${i}`} type="radio" name={`${id}-face`} value={i + 1} checked={on} onChange={() => f.pick(i)} aria-invalid={f.error || undefined} className="sr-only" />
                    <span className={cn('transition-transform duration-500 ease-[cubic-bezier(0.34,1.7,0.64,1)] group-hover/face:-translate-y-0.5 motion-reduce:transition-none', on && 'scale-[1.18]')}>
                      <Face level={i} on={on} />
                    </span>
                    <span className={cn('text-center text-[11.5px] leading-tight transition-colors sm:text-[12.5px]', on ? 'font-semibold text-foreground' : 'text-muted-foreground')}>{label}</span>
                  </label>
                );
              })}
            </div>
            {f.error && (
              <p id={`${id}-err`} role="alert" className="kit-rise mt-3 flex items-start justify-center gap-1.5 text-center text-[13px] font-medium text-destructive">
                <Icon name="alert-circle" size={15} strokeWidth={1.8} className="mt-[2.5px] shrink-0" />
                {t.pickScore}
              </p>
            )}
          </fieldset>
          <FollowUp p={p} t={t} isLow={isLow} reasons={f.reasons} setReasons={f.setReasons} comment={f.comment} setComment={f.setComment} open={f.score !== null} />
          <div className="mt-7 flex justify-center">
            <Button type="submit" icon="send" className="max-sm:w-full">
              {t.send}
            </Button>
          </div>
        </form>
      )}
    </Reveal>
  );
}

/* ------------------------------------------------------------------ */
/* thumbs                                                              */
/* ------------------------------------------------------------------ */

function Thumbs({ p, t }: { p: NpsFeedbackProps; t: Texts }) {
  const qid = useId();
  const f = useFeedback(p);
  const [answer, setAnswer] = useState<'yes' | 'no' | null>(null);
  const bounce = (el: Element) => {
    if (prefersReducedMotion() || typeof el.animate !== 'function') return;
    el.animate([{ transform: 'scale(1) rotate(0)' }, { transform: 'scale(1.25) rotate(-12deg)', offset: 0.4 }, { transform: 'scale(1) rotate(0)' }], { duration: 520, easing: 'cubic-bezier(0.34,1.5,0.64,1)' });
  };
  const choose = (a: 'yes' | 'no', el: HTMLElement) => {
    setAnswer(a);
    f.pick(a === 'yes' ? 1 : 0);
    bounce(el.querySelector('svg') ?? el);
    if (a === 'yes') {
      p.onSubmit?.({ score: 1, reasons: [], comment: '' });
    }
  };
  return (
    <div className="mx-auto max-w-[42rem]">
      {p.article && (
        <Reveal effect="rise">
          <article className="border-b border-border pb-8">
            <h3 className="text-balance text-h3 font-semibold text-foreground">{p.article.title}</h3>
            <p className="mt-4 text-pretty text-[16px] leading-relaxed text-muted-foreground">{p.article.text}</p>
            {p.article.updated && <p className="mt-4 text-[13px] text-subtle-foreground">{p.article.updated}</p>}
          </article>
        </Reveal>
      )}
      <Reveal effect="rise" delay={80} className="mt-8 rounded-xl border border-border bg-surface p-5 sm:p-6">
        {f.sent ? (
          <Thanks p={p} t={t} />
        ) : (
          <>
            <div className="flex flex-col gap-4 sm:flex-row sm:items-center sm:justify-between">
              <p id={qid} className="text-[16px] font-semibold text-foreground">
                {p.question || t.helpful}
              </p>
              <div role="group" aria-labelledby={qid} className="flex gap-2">
                {(['yes', 'no'] as const).map((a) => {
                  const on = answer === a;
                  return (
                    <button
                      key={a}
                      type="button"
                      aria-pressed={on}
                      onClick={(e) => choose(a, e.currentTarget)}
                      className={cn(
                        'inline-flex h-11 flex-1 items-center justify-center gap-2 rounded-lg border px-5 text-[14px] font-medium transition-[background-color,border-color,color] duration-200 focus-visible:shadow-[0_0_0_3px_color-mix(in_oklab,var(--primary)_28%,transparent)] focus-visible:outline-none sm:flex-none',
                        on ? 'border-primary bg-[color-mix(in_oklab,var(--primary)_12%,var(--card))] text-foreground' : 'border-border bg-card text-foreground hover:border-border-strong',
                      )}
                    >
                      <Icon name={a === 'yes' ? 'thumbs-up' : 'thumbs-down'} size={17} className={on ? 'text-[color-mix(in_oklab,var(--primary)_85%,var(--foreground))]' : 'text-muted-foreground'} />
                      {a === 'yes' ? t.yes : t.no}
                    </button>
                  );
                })}
              </div>
            </div>
            {answer === 'yes' && (
              <p role="status" className="kit-rise mt-4 flex items-center gap-2 text-[14px] text-success-foreground">
                <Icon name="check-circle" size={17} />
                {t.gladTitle}. {t.gladText}
              </p>
            )}
            <form
              noValidate
              onSubmit={(e) => {
                e.preventDefault();
                f.send();
              }}
            >
              <FollowUp p={p} t={t} isLow reasons={f.reasons} setReasons={f.setReasons} comment={f.comment} setComment={f.setComment} open={answer === 'no'} compact />
              <Unfold open={answer === 'no'}>
                <div className="flex justify-end pt-4">
                  <Button type="submit" size="sm" icon="send" className="max-sm:w-full">
                    {t.sendShort}
                  </Button>
                </div>
              </Unfold>
            </form>
          </>
        )}
      </Reveal>
    </div>
  );
}

/* ------------------------------------------------------------------ */
/* effort                                                              */
/* ------------------------------------------------------------------ */

function Effort({ p, t }: { p: NpsFeedbackProps; t: Texts }) {
  const id = useId();
  const f = useFeedback(p);
  const isLow = f.score !== null && f.score <= 3;
  return (
    <div className="mx-auto grid max-w-[60rem] grid-cols-1 gap-8 lg:grid-cols-[minmax(0,1fr)_minmax(0,1.3fr)] lg:items-start lg:gap-14">
      {/* A gauge that tips toward easy as the score rises, with a tick for every point */}
      <div className="mx-auto w-full max-w-[15rem] lg:sticky lg:top-24 lg:max-w-[19rem] lg:pt-10">
        <div className="relative">
          <svg viewBox="0 0 200 112" className="w-full overflow-visible" aria-hidden>
            <path d="M20 100 A80 80 0 0 1 180 100" fill="none" stroke="color-mix(in oklab, var(--foreground) 10%, transparent)" strokeWidth="12" strokeLinecap="round" />
            <path d="M20 100 A80 80 0 0 1 180 100" fill="none" stroke="var(--primary)" strokeWidth="12" strokeLinecap="round" pathLength={1} strokeDasharray="1 1" strokeDashoffset={f.score === null ? 1 : round1(1 - f.score / 7)} strokeOpacity={f.score === null ? 0 : 1} className="transition-[stroke-dashoffset] duration-700 ease-[var(--ease-kit)] motion-reduce:transition-none" />
            {Array.from({ length: 7 }, (_, i) => {
              const a = Math.PI - ((i + 1) / 7) * Math.PI;
              const on = f.score !== null && i + 1 <= f.score;
              return <circle key={i} cx={round1(100 + 64 * Math.cos(a))} cy={round1(100 - 64 * Math.sin(a))} r="2.2" className={cn('transition-colors duration-500', on ? 'fill-primary' : 'fill-[color-mix(in_oklab,var(--foreground)_22%,transparent)]')} />;
            })}
          </svg>
          <p aria-hidden className="absolute inset-x-0 bottom-0 text-center">
            <span key={f.score ?? 'none'} className={cn('inline-block text-[44px] font-semibold leading-none tabular-nums tracking-[-0.03em] text-foreground', f.score !== null && 'motion-safe:animate-[kit-rise_0.45s_var(--ease-kit)]')}>
              {f.score ?? 0}
            </span>
            <span className="ms-1 text-[15px] font-medium text-muted-foreground">/ 7</span>
          </p>
        </div>
        <p aria-live="polite" className="mt-3 text-center text-[13px] text-muted-foreground">
          {f.score === null ? t.notRated : f.score <= 3 ? p.low : f.score >= 5 ? p.high : t.inBetween}
        </p>
      </div>
      <Reveal effect="rise" className="kit-card min-w-0 p-6 sm:p-8">
        {f.sent ? (
          <Thanks p={p} t={t} onChange={() => f.setSent(false)} />
        ) : (
          <form
            noValidate
            onSubmit={(e) => {
              e.preventDefault();
              if (!f.send()) document.getElementById(id)?.focus();
            }}
          >
            <ScalePicker
              id={id}
              legend={<span className="text-[18px] font-semibold tracking-[-0.02em]">{p.question}</span>}
              points={Array.from({ length: 7 }, (_, i) => ({ value: String(i + 1), label: t.score.replace('{n}', String(i + 1)), short: String(i + 1) }))}
              value={f.score !== null ? String(f.score) : undefined}
              onChange={(v) => f.pick(Number(v))}
              low={p.low}
              high={p.high}
              size="lg"
              error={f.error ? t.pickScore : undefined}
            />
            <FollowUp p={p} t={t} isLow={isLow} reasons={f.reasons} setReasons={f.setReasons} comment={f.comment} setComment={f.setComment} open={f.score !== null} />
            <div className="mt-7 border-t border-border pt-6">
              <Button type="submit" icon="send" className="w-full sm:w-auto">
                {t.send}
              </Button>
            </div>
          </form>
        )}
      </Reveal>
    </div>
  );
}

/* ------------------------------------------------------------------ */
/* support-rating                                                      */
/* ------------------------------------------------------------------ */

function Stars({ id, value, onChange, t, error }: { id: string; value: number | null; onChange: (n: number) => void; t: Texts; error?: boolean }) {
  const [hover, setHover] = useState<number | null>(null);
  const shown = hover ?? value ?? -1;
  return (
    <div className="flex gap-1" onPointerLeave={() => setHover(null)}>
      {Array.from({ length: 5 }, (_, i) => (
        <label key={i} htmlFor={`${id}-${i}`} onPointerEnter={(e) => e.pointerType === 'mouse' && setHover(i)} className="group/star grid size-11 cursor-pointer place-items-center rounded-lg has-[:focus-visible]:shadow-[0_0_0_3px_color-mix(in_oklab,var(--primary)_28%,transparent)]">
          <input id={`${id}-${i}`} type="radio" name={`${id}-stars`} value={i + 1} checked={value === i} onChange={() => onChange(i)} aria-label={t.stars.replace('{n}', String(i + 1))} aria-invalid={error || undefined} className="sr-only" />
          <svg viewBox="0 0 24 24" width={30} height={30} aria-hidden className={cn('transition-[scale,color] duration-300 ease-[cubic-bezier(0.34,1.7,0.64,1)]', i <= shown ? 'scale-110 text-primary' : 'text-[color-mix(in_oklab,var(--foreground)_22%,transparent)]')} style={{ transitionDelay: hover === null && value !== null ? `${i * 40}ms` : '0ms' }}>
            <path d="M12 3.2l2.6 5.5 6 .8-4.4 4.1 1.1 5.9L12 16.6l-5.3 2.9 1.1-5.9-4.4-4.1 6-.8z" fill="currentColor" stroke="currentColor" strokeWidth="1" strokeLinejoin="round" />
          </svg>
        </label>
      ))}
    </div>
  );
}

function SupportRating({ p, t }: { p: NpsFeedbackProps; t: Texts }) {
  const id = useId();
  const f = useFeedback(p);
  const agent = p.agent ?? { name: '' };
  const initials = agent.initials ?? agent.name.split(' ').map((s) => s[0]).join('').slice(0, 2);
  const isLow = f.score !== null && f.score <= 2;
  return (
    <div className="mx-auto max-w-[30rem]">
      <Reveal effect="scale" className="kit-card overflow-hidden">
        <div className="flex items-center gap-3 border-b border-border bg-surface px-5 py-4">
          <span className="relative grid size-10 shrink-0 place-items-center rounded-full bg-[color-mix(in_oklab,var(--primary)_16%,var(--card))] text-[14px] font-semibold text-[color-mix(in_oklab,var(--primary)_85%,var(--foreground))]">
            {initials}
            <span className="absolute -bottom-0.5 -end-0.5 size-3 rounded-full border-2 border-surface bg-success" />
          </span>
          <div className="min-w-0 flex-1">
            <p className="truncate text-[15px] font-semibold text-foreground">{agent.name}</p>
            {agent.role && <p className="text-[13px] leading-snug text-muted-foreground">{agent.role}</p>}
          </div>
          <span className="rounded-full border border-border px-2.5 py-1 text-[12px] text-muted-foreground">{t.closed}</span>
        </div>
        {p.messages && p.messages.length > 0 && (
          <ol aria-label={t.conversation} className="grid gap-2 px-5 pt-5">
            {p.messages.map((m, i) => (
              <li key={i} className={cn('kit-rise max-w-[85%] rounded-2xl px-3.5 py-2.5 text-[14px] leading-snug', m.from === 'agent' ? 'justify-self-start rounded-bl-md bg-surface-2 text-foreground' : 'justify-self-end rounded-br-md bg-primary text-primary-foreground')} style={{ '--kit-delay': `${150 + i * 160}ms` } as React.CSSProperties}>
                <span className="sr-only">{m.from === 'agent' ? agent.name : t.you}: </span>
                {m.text}
              </li>
            ))}
          </ol>
        )}
        <div className="p-5">
          <div className="rounded-xl border border-border bg-background p-4 sm:p-5">
            {f.sent ? (
              <Thanks p={p} t={t} />
            ) : (
              <form
                noValidate
                onSubmit={(e) => {
                  e.preventDefault();
                  if (!f.send()) document.getElementById(`${id}-star-0`)?.focus();
                }}
              >
                <fieldset className="min-w-0" aria-describedby={f.error ? `${id}-err` : undefined}>
                  <legend className="text-[15px] font-semibold text-foreground">{p.question}</legend>
                  <div className="-ms-1.5 mt-2">
                    <Stars id={`${id}-star`} value={f.score} onChange={f.pick} t={t} error={f.error} />
                  </div>
                  {f.error && (
                    <p id={`${id}-err`} role="alert" className="kit-rise mt-1 text-[13px] font-medium text-destructive">
                      {t.pickScore}
                    </p>
                  )}
                </fieldset>
                <FollowUp p={p} t={t} isLow={isLow} reasons={f.reasons} setReasons={f.setReasons} comment={f.comment} setComment={f.setComment} open={f.score !== null} compact />
                <Button type="submit" icon="send" className="mt-5 w-full">
                  {t.send}
                </Button>
              </form>
            )}
          </div>
        </div>
      </Reveal>
    </div>
  );
}

/* ------------------------------------------------------------------ */
/* Section                                                             */
/* ------------------------------------------------------------------ */

/**
 * A quick rating with a follow-up that fits the answer.
 *   <NpsFeedback variant="nps" question="How likely are you to recommend us?" low="Not likely" high="Very likely" lowFollowUp="What would make it a 10?" />
 */
export function NpsFeedback(props: NpsFeedbackProps) {
  const { variant = 'nps', eyebrow, title, description, labels, className } = props;
  const t = useTexts(TEXTS, labels);
  const head = <FlowHead eyebrow={eyebrow} title={title} description={description} align="center" className="mb-10 sm:mb-14" />;
  return (
    <Section className={className}>
      {head}
      {variant === 'nps' && <Nps p={props} t={t} />}
      {variant === 'csat' && <Csat p={props} t={t} />}
      {variant === 'thumbs' && <Thumbs p={props} t={t} />}
      {variant === 'effort' && <Effort p={props} t={t} />}
      {variant === 'support-rating' && <SupportRating p={props} t={t} />}
    </Section>
  );
}