{
  "doc": "01-extension-points",
  "agent": "1/10",
  "generated_for": "support-auto",
  "related_docs": [
    "docs/support-auto/01-inventory.md",
    "docs/admin-roles-support/11-support-api-contract.json",
    "docs/admin-roles-support/12-support-backend.md",
    "docs/admin-roles-support/13-support-ratings.md",
    "docs/admin-roles-support/14-support-staff-ui.md",
    "docs/plan-permissions/01-feature-keys.json"
  ],
  "ai_admin_settings_paths": {
    "web_ui": {
      "route": "/admin/settings",
      "file": "apps/web/src/routes/admin/settings/+page.svelte",
      "tab": "ai",
      "label": "AI roles",
      "roles_shown": ["processing", "vectorization", "docs_api", "support"]
    },
    "web_client": {
      "platform_settings": "apps/web/src/lib/admin-platform-settings.ts",
      "ai_roles": "apps/web/src/lib/admin-ai-roles.ts",
      "symbols": [
        "loadPlatformAdminSettings",
        "savePlatformAdminSettings",
        "saveAIRoles",
        "extractAIRoles",
        "testAIRole",
        "AI_ROLES",
        "AI_ROLE_META.support"
      ],
      "api": {
        "get_put": "GET|PUT /api/admin/settings",
        "payload_key": "ai_roles",
        "role_probe_expected": "POST /api/admin/settings/ai-roles/{role}/test",
        "role_probe_status": "client_optional_404_skipped_not_mounted"
      }
    },
    "api": {
      "handlers": "apps/api/internal/httpapi/admin_settings_handlers.go",
      "symbols": ["handleGetAdminSettings", "handlePutAdminSettings"],
      "auth": ["RequireSession", "RequirePlatformAdmin"],
      "mount": "apps/api/internal/httpapi/server.go"
    },
    "platformsettings": {
      "package": "apps/api/internal/platformsettings",
      "role_constants": {
        "file": "apps/api/internal/platformsettings/types.go",
        "AIRoleProcessing": "processing",
        "AIRoleVectorization": "vectorization",
        "AIRoleDocsAPI": "docs_api",
        "AIRoleSupport": "support",
        "AIRoles": ["processing", "vectorization", "docs_api", "support"]
      },
      "symbols": [
        {
          "name": "ValidAIRole",
          "path": "apps/api/internal/platformsettings/ai_configs.go",
          "line": 30
        },
        {
          "name": "publicAIConfigs",
          "path": "apps/api/internal/platformsettings/ai_configs.go",
          "line": 39,
          "sym": "sym:descrybe-v2:apps/api/internal/platformsettings/ai_configs.go:39:publicAIConfigs"
        },
        {
          "name": "patchAIConfigs",
          "path": "apps/api/internal/platformsettings/ai_configs.go",
          "line": 116
        },
        {
          "name": "ResolveAIConfig",
          "path": "apps/api/internal/platformsettings/ai_configs.go",
          "line": 270
        }
      ],
      "storage_note": "JSON in platform company_settings (SystemCompanyID); no dedicated AI roles table"
    },
    "aiprovider": {
      "file": "apps/api/internal/aiprovider/roles.go",
      "RoleSupport": "support",
      "symbols": [
        {
          "name": "ResolveCompleterForRole",
          "path": "apps/api/internal/aiprovider/roles.go",
          "line": 44,
          "sym": "sym:descrybe-v2:apps/api/internal/aiprovider/roles.go:44:ResolveCompleterForRole",
          "note": "May resolve RoleSupport when slot configured; ticket auto-reply must still gate via TryAutoReplyLLM"
        }
      ]
    },
    "not_for_tickets": {
      "docs_ask": {
        "component": "apps/web/src/lib/components/docs/DocsAskGuide.svelte",
        "guide": "apps/web/src/lib/docs-guide",
        "rule": "rule-based only; never AIRoleDocsAPI or AIRoleSupport"
      },
      "tenant_ai_test": {
        "path": "POST /integrations/ai/test",
        "handler": "handleTestAIIntegration",
        "note": "company BYOK probe, not platform ai_roles"
      }
    }
  },
  "support_desk_inventory": {
    "schema": [
      "apps/api/sql/schema/025_support_center.sql",
      "apps/api/sql/schema/027_capabilities_support_perf.sql",
      "apps/api/sql/schema/029_staff_roles.sql",
      "apps/api/sql/schema/030_support_desk.sql"
    ],
    "service_package": "apps/api/internal/support",
    "key_symbols": [
      {
        "name": "Create",
        "path": "apps/api/internal/support/tickets.go",
        "line": 252,
        "hook_note": "Post-create extension for content auto-reply; must not call Completer directly"
      },
      {
        "name": "ReplyAsUser",
        "path": "apps/api/internal/support/tickets.go",
        "line": 306
      },
      {
        "name": "ReplyAsAgent",
        "path": "apps/api/internal/support/tickets.go",
        "line": 369,
        "hook_note": "Human-only; draft-assist UI should call TryAutoReplyLLM separately"
      },
      {
        "name": "GetAdmin",
        "path": "apps/api/internal/support/tickets.go",
        "line": 198,
        "sym": "sym:descrybe-v2:apps/api/internal/support/tickets.go:198:GetAdmin",
        "hook_note": "Richer staff detail / CSAT attach point"
      },
      {
        "name": "TryAutoReplyLLM",
        "path": "apps/api/internal/support/ai_auto_reply.go",
        "line": 18,
        "sym": "sym:descrybe-v2:apps/api/internal/support/ai_auto_reply.go:18:TryAutoReplyLLM",
        "status": "stub_refuses",
        "error": "ErrAIAutoReplyDisabled"
      },
      {
        "name": "SubmitCSAT",
        "path": "apps/api/internal/support/ratings.go",
        "line": 18
      },
      {
        "name": "AggregateCSAT",
        "path": "apps/api/internal/support/ratings.go",
        "line": 78
      },
      {
        "name": "Claim",
        "path": "apps/api/internal/support/desk.go",
        "line": 108
      },
      {
        "name": "ResolveStaffAccess",
        "path": "apps/api/internal/auth/staff.go",
        "line": 64
      }
    ],
    "http_routes": {
      "customer_prefix": "/api/support",
      "staff_prefix": "/api/admin/support",
      "staff_middleware": "RequireSupportDesk",
      "admin_only_examples": [
        "GET /api/admin/support/csat",
        "PUT /api/admin/support/agents/{id}",
        "GET|PUT /api/admin/settings"
      ]
    },
    "web": {
      "customer": [
        "apps/web/src/routes/support/+page.svelte",
        "apps/web/src/routes/support/new/+page.svelte",
        "apps/web/src/routes/support/[ticketId]/+page.svelte"
      ],
      "staff": [
        "apps/web/src/routes/admin/support/+page.svelte",
        "apps/web/src/routes/admin/support/[id]/+page.svelte"
      ],
      "clients": [
        "apps/web/src/lib/support/api.ts",
        "apps/web/src/lib/support/admin-api.ts",
        "apps/web/src/lib/support/types.ts"
      ]
    },
    "plan_permission_keys": {
      "section": "support",
      "keys": [
        "support.center",
        "support.ticket_create",
        "support.ticket_thread"
      ],
      "shell": ["shell.support_notifications"],
      "defaults": "ON for all public plans per docs/plan-permissions/06-defaults-matrix",
      "missing_for_auto_reply": [
        "no support.auto_reply key",
        "no support.ai_assist key",
        "CSAT not a separate feature key"
      ]
    }
  },
  "extension_points": {
    "richer_ticket_detail": [
      {
        "id": "staff_get_payload",
        "target": "GetAdmin / handleAdminGetSupportTicket",
        "path": "apps/api/internal/support/tickets.go",
        "opportunity": "Already joins company/requester/assignee + messages + attachCSAT; expose resolved_by, richer org context"
      },
      {
        "id": "admin_client_types",
        "target": "SupportTicket in admin-api.ts",
        "path": "apps/web/src/lib/support/admin-api.ts",
        "gap": "Omits csat / csat_eligible / resolved_by_user_id despite API capability"
      },
      {
        "id": "staff_detail_ui",
        "target": "admin/support/[id]/+page.svelte",
        "gap": "Shows subject, category, priority, company, thread, claim/assign — no CSAT panel, no linked resources, no attachments"
      },
      {
        "id": "csat_aggregate_ui",
        "target": "GET /api/admin/support/csat",
        "gap": "API exists; no admin UI page/widget"
      },
      {
        "id": "schema_extensions",
        "note": "No attachments/metadata/product_id columns; author_role=system available for bot messages; csat_token_* unused"
      }
    ],
    "auto_response_from_question_content": [
      {
        "id": "post_create_hook",
        "preferred_insert": "after successful Create commit (or async job enqueued from handleCreateSupportTicket)",
        "inputs": ["CreateInput.subject", "CreateInput.body", "CreateInput.category"],
        "pattern_reuse": "DocsAskGuide / docs-guide decision tree (rule-based, no LLM)",
        "output": "insert support_messages author_role=system OR ReplyAsAgent-equivalent with system author"
      },
      {
        "id": "post_user_reply_hook",
        "target": "ReplyAsUser",
        "note": "Same matcher for follow-ups; reopen already sets status=open"
      },
      {
        "id": "missing_today",
        "items": [
          "no FAQ/canned reply store",
          "no keyword classifier",
          "no system first-response writer"
        ]
      }
    ],
    "ai_fallback_when_auto_fails": [
      {
        "id": "sole_llm_gate",
        "target": "TryAutoReplyLLM",
        "path": "apps/api/internal/support/ai_auto_reply.go",
        "line": 18,
        "current": "returns ErrAIAutoReplyDisabled",
        "intended_deps": [
          "platformsettings.AIRoleSupport / ResolveAIConfig",
          "aiprovider.ResolveCompleterForRole(..., RoleSupport)"
        ],
        "contract": "Create/ReplyAsUser/ReplyAsAgent must not call Completer; route AI through this function"
      },
      {
        "id": "config_prerequisite",
        "path": "/admin/settings ai_roles.support",
        "fields": ["provider", "base_url", "model", "api_key", "enabled"],
        "note": "Slot configurable today; product still needs explicit enable beyond stub"
      },
      {
        "id": "suggested_flow",
        "steps": [
          "rule/FAQ matcher on question content",
          "on miss or low confidence → TryAutoReplyLLM",
          "on LLM refuse/error → leave open for staff claim (no silent drop)",
          "optional: draft-only for agent UI vs auto-post system message"
        ]
      },
      {
        "id": "do_not",
        "items": [
          "wire DocsAskGuide to AIRoleSupport",
          "use AIRoleDocsAPI for tickets",
          "call ResolveCompleterForRole from ReplyAsAgent"
        ]
      }
    ]
  },
  "gaps_summary": {
    "ai_admin": "paths exist and support role is first-class",
    "auto_reply": "stub only; no content matcher; no enable flag/job",
    "staff_detail": "basic thread UI; CSAT/org depth/attachments missing in staff client",
    "plan_keys": "tenant support.* only; no auto-reply entitlements"
  }
}