const session = await createKallglotSession({
  mode: 'ai_agent',
  source_language: 'en',
  target_language: 'en',

  ai_agent: {
    // Custom system prompt
    system_prompt: `You are a helpful customer service agent for Acme Corp.
You assist customers with order inquiries, returns, and general questions.
Be friendly, professional, and concise.
If you cannot help with something, offer to transfer to a human agent.`,

    // Voice selection
    voice: 'alloy',

    // Temperature for response generation
    temperature: 0.7,

    // Knowledge base for context
    knowledge_base_id: 'kb_01ABC123',

    // Function calling
    tools: [
      {
        name: 'lookup_order',
        description: 'Look up an order by order number or customer email',
        parameters: {
          type: 'object',
          properties: {
            order_number: {
              type: 'string',
              description: 'The order number (e.g., ORD-12345)'
            },
            email: {
              type: 'string',
              description: 'Customer email address'
            }
          }
        }
      },
      {
        name: 'initiate_return',
        description: 'Start a return process for an order',
        parameters: {
          type: 'object',
          properties: {
            order_number: { type: 'string' },
            reason: { type: 'string' },
            items: {
              type: 'array',
              items: { type: 'string' }
            }
          },
          required: ['order_number', 'reason']
        }
      },
      {
        name: 'transfer_to_human',
        description: 'Transfer the call to a human agent',
        parameters: {
          type: 'object',
          properties: {
            reason: { type: 'string' },
            department: {
              type: 'string',
              enum: ['support', 'sales', 'billing']
            }
          }
        }
      }
    ]
  }
});

You are [Role] for [Company].

## Your Capabilities
- [Capability 1]
- [Capability 2]

## Guidelines
- Be [tone] and [style]
- [Specific instruction]
- [Boundary]

## Escalation
Transfer to a human agent when:
- [Condition 1]
- [Condition 2]

You are a customer support agent for TechGadgets, an electronics retailer.

## Your Capabilities
- Look up order status and tracking information
- Process returns and exchanges for orders within 30 days
- Answer questions about products and warranties
- Help with account issues

## Guidelines
- Be friendly and empathetic
- Keep responses concise (2-3 sentences when possible)
- Always verify the customer's identity before discussing order details
- Never share personal information from other customers

## Escalation
Transfer to a human agent when:
- Customer requests to speak with a person
- Issue involves a refund over $500
- Customer is upset or frustrated after 2 failed resolution attempts
- Technical issues you cannot resolve

app.post('/webhooks/kallglot/tool_call', async (req, res) => {
  const { session_id, tool } = req.body.data;

  let result;

  switch (tool.name) {
    case 'lookup_order':
      result = await lookupOrder(tool.arguments);
      break;

    case 'initiate_return':
      result = await initiateReturn(tool.arguments);
      break;

    case 'transfer_to_human':
      result = await transferToHuman(session_id, tool.arguments);
      break;

    default:
      result = { error: 'Unknown function' };
  }

  // Send the result back to the agent
  await submitKallglotToolResult(session_id, {
    tool_call_id: tool.call_id,
    result: JSON.stringify(result)
  });

  res.status(200).send('OK');
});

async function lookupOrder({ order_number, email }) {
  const order = await db.orders.findOne({
    $or: [
      { order_number },
      { customer_email: email }
    ]
  });

  if (!order) {
    return {
      found: false,
      message: 'No order found with that information'
    };
  }

  return {
    found: true,
    order_number: order.order_number,
    status: order.status,
    items: order.items,
    tracking_number: order.tracking_number,
    estimated_delivery: order.estimated_delivery
  };
}

const kb = await createKnowledgeBase({
  name: 'Product Documentation',
  description: 'Product specs, FAQs, and troubleshooting guides'
});

// Add documents
await addKnowledgeBaseDocuments(kb.id, [
  {
    type: 'url',
    url: 'https://your-site.com/products'
  },
  {
    type: 'file',
    file: fs.createReadStream('product-manual.pdf'),
    filename: 'product-manual.pdf'
  },
  {
    type: 'text',
    content: 'FAQ: How to reset your device...',
    metadata: { category: 'troubleshooting' }
  }
]);

const session = await createKallglotSession({
  mode: 'ai_agent',
  ai_agent: {
    knowledge_base_id: kb.id,
    // Agent will automatically search the KB when relevant
  }
});

ai_agent: {
  voice: 'echo',
  voice_settings: {
    speed: 1.0,        // 0.5 - 2.0
    pitch: 0,          // -12 to 12 semitones
    stability: 0.75,   // 0 - 1 (higher = more consistent)
    similarity: 0.85   // 0 - 1 (higher = more similar to original voice)
  }
}

const session = await createKallglotSession({
  mode: 'ai_agent',
  source_language: 'auto',  // Detect customer's language
  target_language: 'auto',  // Respond in same language

  ai_agent: {
    system_prompt: `You are a multilingual support agent.
Respond in the same language the customer uses.
You are fluent in English, German, French, and Spanish.`,

    // Voice that works well for multiple languages
    voice: 'alloy',

    multilingual: {
      enabled: true,
      supported_languages: ['en', 'de', 'fr', 'es'],
      fallback_language: 'en'
    }
  }
});

async function transferToHuman(sessionId, { reason, department }) {
  // 1. Get session summary
  const session = await retrieveKallglotSession(sessionId);
  const transcript = await getKallglotTranscript(sessionId);

  // 2. Find available agent
  const agent = await findAvailableAgent(department);

  if (!agent) {
    return {
      success: false,
      message: 'No agents available. Please try again later.'
    };
  }

  // 3. Create a new session for the human agent
  const humanSession = await createKallglotSession({
    mode: 'bidirectional_translation',
    source_language: session.source_language,
    target_language: agent.language
  });

  // 4. Transfer the call
  await transferKallglotSession(sessionId, {
    target_session_id: humanSession.id,
    context: {
      summary: transcript.summary,
      sentiment: transcript.sentiment,
      reason_for_transfer: reason
    }
  });

  return {
    success: true,
    message: 'Transferring you to an agent now.'
  };
}

// Get current conversation state
const context = await getKallglotSessionContext(sessionId);

console.log(context);
// {
//   turn_count: 5,
//   customer_sentiment: 'positive',
//   topics_discussed: ['order_status', 'shipping'],
//   entities: {
//     order_number: 'ORD-12345',
//     product: 'Wireless Headphones'
//   },
//   intent_history: [
//     { intent: 'check_order', confidence: 0.95 },
//     { intent: 'ask_shipping', confidence: 0.88 }
//   ]
// }

session.on('error', async (error) => {
  console.error('Agent error:', error);

  if (error.code === 'llm_timeout') {
    // LLM took too long - provide fallback response
    await session.speak("I'm sorry, I'm having trouble processing that. Let me transfer you to a colleague.");
    await transferToHuman(session.id, { reason: 'technical_issue' });
  }
});

session.on('no_match', async (data) => {
  // Agent couldn't understand the customer
  if (data.consecutive_failures >= 3) {
    await session.speak("I'm having trouble understanding. Would you like to speak with a person?");
  }
});

// After session ends
const analysis = await requestKallglotAnalysis(sessionId, {
  analyses: ['quality', 'sentiment', 'summary']
});

// Log metrics
await analytics.track('ai_agent_session', {
  session_id: sessionId,
  duration: session.duration,
  turns: context.turn_count,
  resolution: analysis.results.summary.outcome,
  sentiment: analysis.results.sentiment.label,
  escalated: session.end_reason === 'transfer',
  quality_score: analysis.results.quality.score
});