98 lines
3.9 KiB
Markdown
98 lines
3.9 KiB
Markdown
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# 08 — Staff auto / AI assist UI
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**Agent:** 8/10 · **Status:** Implemented
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**Coordinates with:** `02-contract` (fields), `05-ticket-detail` (schema + PATCH), `03`/`04` (match + AI drafts), `14-support-staff-ui` (desk shell)
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---
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## PROBLEM
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Staff need to see auto-match / AI assist outcomes on a ticket, approve or edit `draft_only` AI drafts, disable further auto per ticket, and filter the queue for `needs_human` / `ai_draft` — without elevating `support_staff` beyond the existing desk gate.
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---
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## WHAT SHIPPED
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### Access (least privilege preserved)
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| Actor | Surfaces |
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|-------|----------|
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| `support_staff` | `/admin/support/**` only via `requireSupportDesk` / `RequireSupportDesk` |
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| Full admin | Same desk + assign picker (unchanged) |
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- New endpoints mount under the **same** `RequireSupportDesk` group as claim/reply.
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- Approve/discard/get still call `staffMayAccessTicket` (support_staff: own claim or unassigned open/pending; cross-assignee → 404 / 409).
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- No KB/settings/billing routes exposed to support_staff.
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### Queue (`/admin/support`)
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- Filter chips: **Any auto state** · **Needs human** · **AI draft** (`?flag=`).
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- Persisted in URL with existing `scope` / `status`.
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- **Auto** column: status badge or “Auto off”.
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- API: `GET /api/admin/support/tickets?flag=needs_human|ai_draft`
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- `ai_draft` → `auto_reply_status = ai_draft`
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- `needs_human` → `handed_off|failed|skipped`
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### Ticket detail (`/admin/support/[id]`)
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- **Auto-match / AI assist** panel: status, last attempt, disable / re-enable auto (`PATCH { auto_reply_disabled }`).
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- When `auto_reply_status=ai_draft`: edit draft body → **Approve & send** or **Discard draft**.
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- Thread bubbles label auto/KB/AI messages; drafts stay internal-note style.
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- Client falls back to public reply + disable if approve/discard routes are not yet mounted (404/501).
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### API client
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`$lib/support/admin-api.ts` + `$lib/support/auto-assist.ts`
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| Method | Path |
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|--------|------|
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| list (+ `flag`) | `GET …/tickets` |
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| update (incl. `auto_reply_disabled`) | `PATCH …/tickets/{id}` |
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| approve draft | `POST …/tickets/{id}/ai-draft/approve` |
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| discard draft | `POST …/tickets/{id}/ai-draft/discard` |
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Domain: `apps/api/internal/support/staff_auto.go` (`ApproveAIDraft`, `DiscardAIDraft`, `ApplyQueueFlag`).
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---
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## FILES
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| Area | Path |
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|------|------|
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| Helpers | `apps/web/src/lib/support/auto-assist.ts` |
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| Client | `apps/web/src/lib/support/admin-api.ts` |
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| Queue UI | `apps/web/src/routes/admin/support/+page.svelte` |
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| Detail UI | `apps/web/src/routes/admin/support/[id]/+page.svelte` |
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| Domain | `apps/api/internal/support/staff_auto.go`, `types.go` (`ListFilter.Flag`), `errors.go` |
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| List filter | `apps/api/internal/support/tickets.go` (`ApplyQueueFlag`) |
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| HTTP | `support_handlers.go`, `server.go` (approve/discard mounts) |
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---
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## VERIFICATION
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```text
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cd apps/web && npm run check
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cd apps/api && go test ./internal/support/ ./internal/httpapi/ -count=1
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```
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Manual:
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1. As `support_staff`: open `/admin/support?flag=needs_human` and `?flag=ai_draft` — no billing/settings nav.
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2. Ticket with FAQ/AI outcome: panel shows status; **Disable auto** sticks across refresh.
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3. `ai_draft` ticket: edit draft → Approve & send → customer-visible agent reply; draft queue clears.
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4. Discard → `handed_off` / auto disabled; ticket remains claimable.
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5. Ticket assigned to another agent → get/approve → 404/409 (not full admin leak).
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---
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## ASSUMPTIONS
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- ASSUMPTION: Ticket auto columns come from agent 5 migration `031_support_ticket_detail` (+ agent 3 `032` KB). UI tolerates missing fields as empty/`none`.
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- ASSUMPTION: `draft_only` AI posts internal notes with `is_auto_reply` + `auto_source=ai` and sets `auto_reply_status=ai_draft` (agent 4).
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- ASSUMPTION: Public staff reply already sets `auto_reply_disabled` (existing `ReplyAsAgent`).
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## ROLLBACK
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Revert staff UI/client + `staff_auto.go` + approve/discard routes + `ListFilter.Flag`. Leave schema migrations in place.
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