Handle non-booking requests: take a message, log a callback note

A caller asking if their already-purchased frames were ready got railroaded
through the booking script and hung up. AVA had no path for requests it can't do
on the phone.

- Prompt: classify intent first — question (answer it), can't-do request (take
  name + a one-line note, confirm callback number, promise a staff callback;
  never force booking questions), or booking (the ordered steps).
- extract.py: request_type = appointment | callback | none. Callback gate needs
  a name or a request note. Records kind.
- practice.py / odoo_client.py: callbacks write a "📞 Callback request" lead
  (name, callback number, what they need) instead of an appointment card.

Verified the classifier: frames-status -> callback, booking -> appointment,
pure question -> none.

Co-Authored-By: Claude Opus 4.8 <noreply@anthropic.com>

bot.py

@@ -144,7 +144,17 @@ SYSTEM_PROMPT = (
     "Your job is to answer questions and take appointment requests. Be warm but DIRECT and "
     "efficient: when the caller greets you, get to the point and lead the call by asking "
     "questions. Never re-ask for something they already told you, and keep each turn to one "
-    "short question or statement. Work through the call in THIS order:\n"
+    "short question or statement.\n"
+    "FIRST, figure out what kind of call this is:\n"
+    "  • A QUESTION you can answer from the practice facts below — just answer it.\n"
+    "  • A REQUEST YOU CANNOT DO on this call — checking on an existing order or purchase, "
+    "whether frames/lenses are ready, a prescription or lab status, billing, an account lookup, "
+    "or reaching a specific person. For these, do NOT push the appointment steps. Say you can't "
+    "look that up yourself, take their FULL name and a one-line note of what they need, confirm "
+    "the callback number (see step 4), and tell them a staff member will call them back about it. "
+    "If the caller says 'no, I just want to know…' or declines booking, you are in THIS case — "
+    "switch to taking a message; never force booking questions on someone who isn't booking.\n"
+    "  • A BOOKING (they want to schedule a visit) — work through these steps in order:\n"
     "  1. REASON FIRST — find out what they are calling about (the reason for the visit, or "
     "their question). If it is only a question, answer it.\n"
     "  2. LOCATION — ask which city or area is most convenient, then confirm the matching "