1export async function handleMessage(msg: IncomingMessage) {2  const order = await lookupOrderIn1C(msg.customerId);3  const intent = await classifyIntent(msg.text);4 5  if (intent === "order_status" && order) {6    return replyWithOrderStatus(order);7  }8 9  if (intent === "unresolved") {10    await escalateToManager(msg.customerId, msg.text);11    return replyWithHandoffNotice();12  }13 14  return replyWithAiAnswer(msg.text, { context: order });15}