Please update app/lia_ure.py to add a “confused → ask once → pause for manager” safety net.

1) STATE FIELDS

Use these fields on customer_state (set defaults if missing):

- confusion_count: int (default 0)
- needs_human_review: bool (default False)

At the start of generate_lia_reply(), after you receive customer_state, ensure:

    if "confusion_count" not in customer_state:
        customer_state["confusion_count"] = 0
    if "needs_human_review" not in customer_state:
        customer_state["needs_human_review"] = False

2) CLARITY TEMPLATE (FIRST TIME ONLY)

Near the other templates, add:

    CLARITY_FIRST_REPLY = (
        "Sorry, I’m not quite sure I’ve followed that.\n\n"
        "Could you say that again in a slightly different way, or let me know if you’re asking about your options, a booking, or something else?"
    )

3) IF ALREADY ESCALATED → SILENT

At the top of generate_lia_reply(), after the opted_out check, add:

    if customer_state.get("needs_human_review"):
        customer_state["last_message"] = inbound_text
        customer_state["last_reply_type"] = "AWAITING_MANAGER"
        # Don’t send anything to the customer once a manager is needed
        return "", customer_state

4) FINAL FALLBACK (WHEN NOTHING ELSE MATCHES)

Right at the end of generate_lia_reply(), after all other handlers (appointment, slots, direct questions, small talk, T1–T6 etc.) and just before the function would normally end, add:

    confusion_count = customer_state.get("confusion_count", 0)

    if confusion_count == 0:
        # First time we genuinely don’t understand → ask for clarity once
        reply = CLARITY_FIRST_REPLY
        customer_state["confusion_count"] = 1
        customer_state["last_message"] = inbound_text
        customer_state["last_reply_type"] = "CLARITY_REQUEST"
        return reply, customer_state

    else:
        # Second time still unclear → pause and flag for human manager
        customer_state["confusion_count"] = confusion_count + 1
        customer_state["needs_human_review"] = True
        customer_state["last_message"] = inbound_text
        customer_state["last_reply_type"] = "ESCALATED_TO_MANAGER"
        # IMPORTANT: do not send anything to the customer here
        return "", customer_state

This fallback should ONLY run if no earlier branch has returned a reply.

5) TEST

After these changes, run:

    python -m app.lia_ure

and manually simulate:
- two unrecognised messages in a row → first one gets CLARITY_FIRST_REPLY, second one returns an empty string and sets needs_human_review=True,
- subsequent messages when needs_human_review=True → empty reply.