ladill-queue/app/Services/Qms/QueueNotificationService.php

<?php

namespace App\Services\Qms;

use App\Models\Ticket;
use App\Services\Comms\EmailService;
use App\Services\Comms\SmsService;
use Illuminate\Support\Facades\Log;

class QueueNotificationService
{
    public function __construct(
        protected SmsService $sms,
        protected EmailService $email,
    ) {}

    public function ticketIssued(Ticket $ticket): void
    {
        $this->notify($ticket, 'issued', $this->message('issued', $ticket));
    }

    public function ticketCalled(Ticket $ticket): void
    {
        $counter = $ticket->counter?->name ?? 'the counter';
        $this->notify($ticket, 'called', $this->message('called', $ticket, [':counter' => $counter]));
    }

    public function customersAhead(Ticket $ticket, int $ahead): void
    {
        if ($ahead > 2) {
            return;
        }
        $this->notify($ticket, 'almost_ready', $this->message('almost_ready', $ticket, [':ahead' => (string) $ahead]));
    }

    public function ticketCompleted(Ticket $ticket): void
    {
        $feedbackUrl = route('qms.feedback.show', $ticket->qr_token);
        $this->notify($ticket, 'completed', $this->message('completed', $ticket, [':feedback_url' => $feedbackUrl]));
    }

    public function ticketMissed(Ticket $ticket): void
    {
        $this->notify($ticket, 'missed', $this->message('missed', $ticket));
    }

    public function appointmentReminder(\App\Models\QueueAppointment $appointment): void
    {
        $message = "Reminder: your appointment at {$appointment->scheduled_at->format('M j, H:i')} is coming up. Ref: {$appointment->reference}";
        $this->sendToContact($appointment->customer_phone, $appointment->customer_email, $message);
    }

    protected function notify(Ticket $ticket, string $event, string $message): void
    {
        if (! data_get($ticket->serviceQueue?->settings, 'notifications_enabled', true)) {
            return;
        }

        $this->sendToContact($ticket->customer_phone, $ticket->customer_email, $message);

        Log::info('Queue notification sent', [
            'event' => $event,
            'ticket' => $ticket->ticket_number,
        ]);
    }

    protected function sendToContact(?string $phone, ?string $email, string $message): void
    {
        if ($phone) {
            $this->sms->send($phone, $message);
        }
        if ($email) {
            $this->email->send($email, 'Ladill Queue update', $message);
        }
    }

    /**
     * @param  array<string, string>  $replace
     */
    protected function message(string $key, Ticket $ticket, array $replace = []): string
    {
        $template = config("qms.notification_templates.{$key}", 'Queue update for ticket :ticket.');
        $replace = array_merge([
            ':ticket' => $ticket->ticket_number,
            ':queue' => $ticket->serviceQueue?->name ?? 'Queue',
        ], $replace);

        return str_replace(array_keys($replace), array_values($replace), $template);
    }
}