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>

odoo_client.py

@@ -59,20 +59,32 @@ def _find_or_create_partner(uid, models, name, phone):
 
 
 def create_appointment_request(patient_name, callback_number, reason, preferred_time,
-                               insurance=None, call_sid=None):
-    """Create the request in Odoo. Returns (model, record_id) or raises OdooError."""
+                               insurance=None, call_sid=None, kind="appointment"):
+    """Create the request in Odoo. `kind` is "appointment" or "callback" (a message for staff
+    to call the caller back about something we can't do on the phone). Returns (model, id)."""
     uid, models = _connect()
-    summary = f"📞 Phone appt — {patient_name or 'caller'}" + (f": {reason}" if reason else "")
+    if kind == "callback":
+        summary = f"📞 Callback request — {patient_name or 'caller'}" + (f": {reason}" if reason else "")
+        header = "<b>Captured by the AVC phone agent</b> — CALL THE PATIENT BACK about this request."
+        rows = [
+            ("Name", patient_name),
+            ("Callback", callback_number),
+            ("What they need", reason),
+            ("Twilio call SID", call_sid),
+        ]
+    else:
+        summary = f"📞 Phone appt — {patient_name or 'caller'}" + (f": {reason}" if reason else "")
+        header = "<b>Captured by the AVC phone agent</b> (UNCONFIRMED — call patient to finalize)."
+        rows = [
+            ("Name", patient_name),
+            ("Callback", callback_number),
+            ("Reason", reason),
+            ("Insurance (log only — staff to verify coverage)", insurance),
+            ("Preferred time (patient's words)", preferred_time),
+            ("Twilio call SID", call_sid),
+        ]
     # description is an Odoo HTML field — build with <br/> so it renders in the UI.
-    rows = [
-        ("Name", patient_name),
-        ("Callback", callback_number),
-        ("Reason", reason),
-        ("Insurance (log only — staff to verify coverage)", insurance),
-        ("Preferred time (patient's words)", preferred_time),
-        ("Twilio call SID", call_sid),
-    ]
-    note = "<p><b>Captured by the AVC phone agent</b> (UNCONFIRMED — call patient to finalize).</p><p>" + \
+    note = f"<p>{header}</p><p>" + \
         "<br/>".join(f"{escape(k)}: {escape(str(v)) if v else '—'}" for k, v in rows) + "</p>"
 
     if ODOO_TARGET == "calendar":