support_desk 0.1.3 → 0.3.0

data/app/views/support_desk/console/tickets/_timeline.html.erb

@@ -4,7 +4,12 @@
 
     Collapsed by default, because an agent opens a case to answer it, not to
     audit it. `<details>` rather than a toggle controller: the browser has
-    had this for a decade and it survives a broken bundle. %>
+    had this for a decade and it survives a broken bundle.
+
+    Three kinds of moment now. A message and an event read as they always
+    did. A DRAFT reads greyed, because it is the one thing here that was
+    never said to anybody: a proposal somebody discarded, replaced, or sent
+    in somebody else's words. %>
 <details class="rounded-lg border border-slate-200 bg-white p-4">
   <summary class="cursor-pointer text-sm font-semibold"><%= t("support_desk.console.timeline.title") %></summary>
 
@@ -15,22 +20,71 @@
           <%= l(entry.at, format: :short) if entry.at %>
         </time>
 
-        <div class="min-w-0">
-          <span class="font-medium text-slate-700">
-            <%= t("support_desk.console.timeline.kinds.#{entry.kind}", default: entry.kind.to_s.humanize) %>
-          </span>
+        <% actor = entry.actor %>
+        <% actor_name = if actor.nil?
+                          nil
+                        elsif actor.is_a?(Symbol)
+                          t("support_desk.console.timeline.system")
+                        else
+                          actor.try(:support_agent_name) || Chats.display_name_for(actor)
+                        end %>
 
-          <% actor = entry.actor %>
-          <% if actor %>
-            <span class="text-slate-500">
-              · <%= actor.is_a?(Symbol) ? t("support_desk.console.timeline.system") : (actor.try(:support_agent_name) || Chats.display_name_for(actor)) %>
+        <% if entry.draft? %>
+          <%# What the machine proposed, and what became of it. The event
+              beside it says who decided; this is what they decided ABOUT. %>
+          <% draft = entry.draft %>
+          <div class="min-w-0 text-slate-400">
+            <span class="font-medium">
+              <% case draft.status %>
+              <% when "sent" %>
+                <%= t("support_desk.console.draft.sent_by", name: actor_name) %>
+              <% when "rejected" %>
+                <%= t("support_desk.console.draft.rejected_by", name: actor_name) %>
+              <% when "superseded" %>
+                <%= t("support_desk.console.timeline.draft_superseded") %>
+              <% else %>
+                <%= t("support_desk.console.timeline.draft_expired") %>
+              <% end %>
             </span>
-          <% end %>
+            <% if entry.body.present? %>
+              <p class="truncate"><%= truncate(entry.body, length: 120) %></p>
+            <% end %>
+            <% if draft.rejection_reason.present? %>
+              <p class="truncate italic"><%= truncate(draft.rejection_reason, length: 120) %></p>
+            <% end %>
+          </div>
+
+        <% elsif (sentence = support_console_timeline_sentence(entry, actor_name)) %>
+          <%# The kinds the assistants added say the whole thing in one
+              sentence, with their own payload in it: "who did what to whom"
+              is the only reading of these that helps. %>
+          <div class="min-w-0">
+            <span class="text-slate-700"><%= sentence %></span>
+            <% if entry.kind == :escalated && entry.event.summary.present? %>
+              <%# Her hand-over note: the one piece of a machine's reasoning
+                  a person actually needs, so it gets room rather than a
+                  truncated line. %>
+              <p class="mt-1 whitespace-pre-wrap rounded-md bg-amber-50 p-2 text-xs text-amber-900">
+                <%= entry.event.summary %>
+              </p>
+            <% end %>
+          </div>
+
+        <% else %>
+          <div class="min-w-0">
+            <span class="font-medium text-slate-700">
+              <%= t("support_desk.console.timeline.kinds.#{entry.kind}", default: entry.kind.to_s.humanize) %>
+            </span>
+
+            <% if actor_name %>
+              <span class="text-slate-500">· <%= actor_name %></span>
+            <% end %>
 
-          <% if entry.body.present? %>
-            <p class="truncate text-slate-600"><%= truncate(entry.body, length: 120) %></p>
-          <% end %>
-        </div>
+            <% if entry.body.present? %>
+              <p class="truncate text-slate-600"><%= truncate(entry.body, length: 120) %></p>
+            <% end %>
+          </div>
+        <% end %>
       </li>
     <% end %>
   </ol>

data/app/views/support_desk/console/tickets/index.html.erb

@@ -17,8 +17,20 @@
       <p class="text-sm text-slate-500"><%= support_desk_record.name %></p>
     </div>
 
-    <%= link_to t("support_desk.console.actions.next"), console_tickets_path(:next),
-          class: "inline-flex items-center rounded-md bg-slate-900 px-3 py-2 text-sm font-medium text-white hover:bg-slate-700" %>
+    <div class="flex items-center gap-2">
+      <%# The door to writing first. Through console_tickets_path so it
+          resolves under an isolated admin engine as well as a host
+          namespace, and carrying the desk so a multi-desk console composes
+          for the desk being worked. %>
+      <% if support_conversation_offered? %>
+        <%= link_to t("support_desk.console.actions.new_conversation"),
+              console_tickets_path(:new, desk: support_desk_record.key),
+              class: "inline-flex items-center rounded-md border border-slate-300 px-3 py-2 text-sm font-medium text-slate-900 hover:bg-slate-50" %>
+      <% end %>
+
+      <%= link_to t("support_desk.console.actions.next"), console_tickets_path(:next),
+            class: "inline-flex items-center rounded-md bg-slate-900 px-3 py-2 text-sm font-medium text-white hover:bg-slate-700" %>
+    </div>
   </header>
 
   <%= render "tabs", queue: @queue, scope: @scope %>

data/app/views/support_desk/console/tickets/new.html.erb

@@ -0,0 +1,25 @@
+<%# Writing first: the desk starting a conversation with somebody who hasn't
+    written to us.
+
+    It is a whole page rather than a modal on purpose — the 422 that a bad
+    email or a refused message comes back as has to render the form again
+    with everything still typed into it, and a stream refresh would throw
+    that away. %>
+<div class="mx-auto max-w-2xl px-4 py-6 text-slate-900">
+  <header class="mb-5">
+    <h1 class="text-xl font-semibold"><%= t("support_desk.console.new_conversation.title") %></h1>
+    <p class="text-sm text-slate-500"><%= support_desk_record.name %></p>
+  </header>
+
+  <%# The refusal is rendered HERE rather than left to your layout: this
+      screen answers 422 with itself, and an agent has to read why on the
+      page that came back. If your layout already prints flashes, delete
+      this block when you eject the views. %>
+  <% if flash[:alert] %>
+    <p class="mb-4 rounded-md border border-red-200 bg-red-50 px-3 py-2 text-sm text-red-800">
+      <%= flash[:alert] %>
+    </p>
+  <% end %>
+
+  <%= render "new_conversation_form" %>
+</div>

data/app/views/support_desk/console/tickets/show.html.erb

@@ -33,6 +33,11 @@
   <div class="grid gap-6 lg:grid-cols-3">
     <div class="space-y-4 lg:col-span-2">
       <%= render "transcript", ticket: @ticket %>
+      <%# The proposal, when there is one waiting: above the composer,
+          because it is the thing on this screen that wants an answer. %>
+      <% if (draft = support_pending_draft) %>
+        <%= render "draft", ticket: @ticket, draft: draft, actions: @actions %>
+      <% end %>
       <%= render "composer", ticket: @ticket, actions: @actions %>
     </div>
 

data/app/views/support_desk/tickets/_human_door.html.erb

@@ -0,0 +1,24 @@
+<%# "Prefiero hablar con una persona."
+
+    The one control on this screen that is never taken away while a machine
+    is in play: a customer who wants a person gets a person, and pressing
+    this is the whole of it — no wording to get right, no phrase to guess.
+
+    Three states, and the middle one is the point. While the assistant is in
+    play the button is here. Once somebody has asked (the customer, the
+    assistant, or the sweep that notices she went quiet) the button becomes
+    the promise, because a door that stays pressable after it worked is a
+    door people press again wondering whether it did. A case nobody can
+    write to shows nothing at all: it is over, and a button that only 500s
+    is worse than silence.
+
+    `ticket.assistant_in_play?` counts HISTORY as well as configuration, so
+    the door does not vanish from a live conversation because somebody
+    edited an initializer. %>
+<% if ticket.human_required? %>
+  <p class="support-desk-notice__title"><%= t("support_desk.thread.handled_by_humans") %></p>
+<% elsif ticket.assistant_in_play? && !ticket.chat_locked? %>
+  <%= button_to t("support_desk.thread.human_door"),
+        support_desk_routes.request_human_ticket_path(ticket),
+        method: :post, class: "support-desk-button support-desk-button--quiet" %>
+<% end %>

data/app/views/support_desk/tickets/_ticket_row.html.erb

@@ -18,6 +18,19 @@
 
       <span class="chats-row__subject"><%= support_ticket_state(ticket) %></span>
 
+      <%# Who is on it, when that is not simply "us". A machine answering is
+          something the person is entitled to know before they read the
+          answer, so the row says so by her disclosed name — and the moment
+          a person has been asked for, it says THAT instead, because it is
+          the only one of the two that is a promise. %>
+      <% if ticket.human_required? %>
+        <span class="chats-row__subject"><%= t("support_desk.thread.handled_by_humans") %></span>
+      <% elsif ticket.held_by_assistant? %>
+        <span class="chats-row__subject">
+          <%= t("support_desk.thread.handled_by_assistant", name: ticket.assignee.support_agent_name) %>
+        </span>
+      <% end %>
+
       <span class="chats-row__bottom">
         <span class="chats-row__preview">
           <%= ticket.conversation ? chats_preview_for(ticket.conversation, current_requester) : "" %>

data/config/console_routes.rb

@@ -10,7 +10,7 @@
 # SAME `:support_console` concern a host writes in their own routes file —
 # the turnkey console gets no private API.
 SupportDesk::ConsoleEngine.routes.draw do
-  resources :tickets, path: "", only: %i[index show], concerns: :support_console
+  resources :tickets, path: "", only: %i[index show new], concerns: :support_console
 
   root to: "tickets#index"
 end

data/config/locales/support_desk.console.en.yml

@@ -8,19 +8,36 @@ en:
         tabs_label: "Queue tabs"
         empty: "Nothing here right now."
       row:
+        opened_by_support: "Written by support"
         waiting: "%{duration}"
         unassigned: "Unassigned"
       context:
         title: "Context"
+        opened_by: "Opened by"
+        not_recorded: "not recorded"
+        unavailable: "account unavailable"
         requester: "Requester"
         open_tickets: "Open cases"
         member_since: "Member since"
         topic: "Topic"
         subject_status: "Status"
         open_subject: "Open in admin"
+        assistant: "Assistant"
+        requester_context: "About this person"
       transcript:
         title: "Conversation"
         empty: "Nothing has been said yet."
+      new_conversation:
+        title: "Write as support"
+        requester: "To"
+        requester_query: "Their email"
+        requester_hint: "Set `config.find_requester` to look people up from here"
+        about: "About %{subject}"
+        topic: "Topic"
+        message: "Message"
+        send: "Send as %{desk}"
+        cancel: "Cancel"
+        signed_as: "Signed “%{agent}”."
       composer:
         reply: "Reply"
         note: "Internal note"
@@ -29,6 +46,41 @@ en:
         note_hint: "Notes never leave the desk."
         closed: "This case is closed. Reopen it to answer."
         assignee_only: "%{agent} is handling this case, and this desk only lets the assignee reply."
+      draft:
+        title: "%{name}'s proposal"
+        from: "%{name}'s proposal"
+        confidence: "declared confidence %{percent} %"
+        sources: "Sources"
+        attachments: "Attachments"
+        stale: "The conversation has changed since this was proposed. Read it before you send."
+        editing: "Editing %{name}'s proposal"
+        cancel_edit: "cancel"
+        reason_placeholder: "Why are you discarding it? (optional)"
+        sent_by: "Proposal sent by %{name}"
+        rejected_by: "Proposal discarded by %{name}"
+        # The verb the "already %{status}" refusal reads.
+        statuses:
+          pending: "proposed"
+          sent: "sent"
+          rejected: "discarded"
+          superseded: "replaced"
+          expired: "expired"
+      badges:
+        needs_human: "Needs a person"
+        pending_draft: "Proposal ready"
+        assistant_holds: "%{name} has it · %{used}/%{max} turns"
+        assistant_holds_unlimited: "%{name} has it"
+      withheld_reasons:
+        policy: "this case's policy doesn't allow it"
+        not_your_turn: "it wasn't her turn"
+      # Why a case ended up with a person. The tokens are written by the gem
+      # or by the host's own harness; these are how they read.
+      escalation_reasons:
+        max_turns: "she ran out of turns"
+        assistant_silent: "the assistant didn't answer in time"
+        requester_request: "the customer asked for one"
+        phrase: "the customer asked in the conversation"
+        hand_off_when_error: "the assistant failed"
       assignment:
         title: "Who has it"
         held_by: "Held by %{agent}"
@@ -39,6 +91,16 @@ en:
       timeline:
         title: "Timeline"
         system: "System"
+        escalated: "%{actor} handed the case to a person: %{reason}"
+        human_requested: "The customer asked for a person"
+        assistant_paused: "%{actor} paused the assistant"
+        assistant_resumed: "%{actor} resumed the assistant"
+        draft_sent: "%{actor} sent %{assistant}'s proposal"
+        draft_sent_edited: "%{actor} sent %{assistant}'s proposal (edited)"
+        draft_rejected: "%{actor} discarded %{assistant}'s proposal"
+        assistant_withheld: "%{assistant} didn't answer: %{reason}"
+        draft_superseded: "Proposal replaced"
+        draft_expired: "Proposal expired when the case closed"
         kinds:
           message: "Message"
           opened: "Opened"
@@ -53,6 +115,7 @@ en:
           note: "Internal note"
       actions:
         back: "Back to the queue"
+        new_conversation: "Write to someone"
         next: "Next case"
         reply: "Send"
         note: "Save note"
@@ -63,7 +126,14 @@ en:
         close: "Close"
         reopen: "Reopen"
         change_topic: "Refile"
+        send_draft: "Send"
+        send_edited_draft: "Send the edited proposal"
+        edit_draft: "Edit"
+        reject_draft: "Discard"
+        pause_assistant: "Pause the assistant"
+        resume_assistant: "Resume the assistant"
       flashes:
+        message_sent: "Message sent to %{requester}."
         replied: "Answer sent."
         taken: "This case is yours."
         assigned: "Assigned to %{agent}."
@@ -74,6 +144,10 @@ en:
         noted: "Note saved."
         topic_changed: "Refiled."
         queue_empty: "Nothing is waiting for you."
+        draft_sent: "Proposal sent."
+        draft_rejected: "Proposal discarded."
+        assistant_paused: "The assistant is paused on this case."
+        assistant_resumed: "The assistant is back on this case."
       errors:
         forbidden: "You don't have access to the support console."
         not_allowed: "You can't do that on this case."
@@ -90,4 +164,19 @@ en:
         take_it_first: "Take this case first — this desk only lets the assignee reply."
         held_by_somebody_else: "%{holder} is handling this case."
         unavailable_action: "You can't do that on this case right now."
+        unknown_requester: "We can't find that person."
+        not_a_requester: "That account can't receive support messages."
+        invalid_requester: "That link doesn't point at anybody we can write to."
+        invalid_subject: "That link doesn't point at anything we can open a conversation about."
+        invalid_input: "Something in the form didn't come through. Try again."
+        no_requester_lookup: "Open this form from the person's own page: there's no way to look them up from here."
+        writing_to_yourself: "You can't open a support conversation with yourself. Ask for help as a customer instead."
+        off_duty: "You're off duty, so you can't write to anybody right now."
+        attachments_again: "If you attach files and something goes wrong, you'll have to pick them again."
+        unknown_draft: "That proposal is gone."
+        draft_already_reviewed: "That proposal was already %{status}."
+        no_pending_draft: "There is no proposal waiting on this case."
+        stale_turn: "The conversation has changed. Read it and send again."
+        assistant_not_allowed: "The assistant can’t do that on this case."
+        not_an_assistant: "That action is the assistant’s only."
         generic: "That didn't work."

data/config/locales/support_desk.console.es.yml

@@ -8,19 +8,36 @@ es:
         tabs_label: "Pestañas de la cola"
         empty: "Aquí no hay nada ahora mismo."
       row:
+        opened_by_support: "Escrita por soporte"
         waiting: "%{duration}"
         unassigned: "Sin asignar"
       context:
         title: "Contexto"
+        opened_by: "Abierta por"
+        not_recorded: "sin registrar"
+        unavailable: "cuenta no disponible"
         requester: "Cliente"
         open_tickets: "Casos abiertos"
         member_since: "Cliente desde"
         topic: "Tema"
         subject_status: "Estado"
         open_subject: "Abrir en el admin"
+        assistant: "Asistente"
+        requester_context: "Sobre la persona"
       transcript:
         title: "Conversación"
         empty: "Todavía no se ha dicho nada."
+      new_conversation:
+        title: "Escribir por soporte"
+        requester: "Para"
+        requester_query: "Email de la persona"
+        requester_hint: "Configura `config.find_requester` para buscar a alguien desde aquí"
+        about: "Sobre %{subject}"
+        topic: "Tema"
+        message: "Mensaje"
+        send: "Enviar como %{desk}"
+        cancel: "Cancelar"
+        signed_as: "Firmado «%{agent}»."
       composer:
         reply: "Responder"
         note: "Nota interna"
@@ -29,6 +46,43 @@ es:
         note_hint: "Las notas nunca salen del equipo."
         closed: "Este caso está cerrado. Vuelve a abrirlo para responder."
         assignee_only: "%{agent} lleva este caso y en esta mesa solo responde quien lo tiene."
+      draft:
+        title: "Propuesta de %{name}"
+        from: "propuesta de %{name}"
+        confidence: "confianza declarada %{percent} %"
+        sources: "Fuentes"
+        attachments: "Adjuntos"
+        stale: "La conversación ha cambiado desde esta propuesta. Léela antes de enviar."
+        editing: "Editando la propuesta de %{name}"
+        cancel_edit: "cancelar"
+        reason_placeholder: "¿Por qué la descartas? (opcional)"
+        sent_by: "Propuesta enviada por %{name}"
+        rejected_by: "Propuesta descartada por %{name}"
+        # The verb the "ya se %{status}" refusal reads. Never the English
+        # status: a Spanish desk reading "ya se sent" is the whole reason
+        # this map exists.
+        statuses:
+          pending: "propuso"
+          sent: "envió"
+          rejected: "descartó"
+          superseded: "sustituyó"
+          expired: "caducó"
+      badges:
+        needs_human: "Necesita persona"
+        pending_draft: "Propuesta lista"
+        assistant_holds: "%{name} se ocupa · %{used}/%{max} turnos"
+        assistant_holds_unlimited: "%{name} se ocupa"
+      withheld_reasons:
+        policy: "la política de este caso no se lo permite"
+        not_your_turn: "no era su turno"
+      # Por qué un caso acabó en manos de una persona. Los tokens los
+      # escribe el gem o el harness del host; aquí se leen en castellano.
+      escalation_reasons:
+        max_turns: "se quedó sin turnos"
+        assistant_silent: "el asistente no contestó a tiempo"
+        requester_request: "lo pidió el cliente"
+        phrase: "el cliente lo pidió en la conversación"
+        hand_off_when_error: "el asistente falló"
       assignment:
         title: "Quién lo lleva"
         held_by: "Lo lleva %{agent}"
@@ -39,6 +93,16 @@ es:
       timeline:
         title: "Historial"
         system: "Sistema"
+        escalated: "%{actor} pasó el caso a una persona: %{reason}"
+        human_requested: "El cliente pidió hablar con una persona"
+        assistant_paused: "%{actor} pausó el asistente"
+        assistant_resumed: "%{actor} reanudó el asistente"
+        draft_sent: "%{actor} envió la propuesta de %{assistant}"
+        draft_sent_edited: "%{actor} envió la propuesta de %{assistant} (editada)"
+        draft_rejected: "%{actor} descartó la propuesta de %{assistant}"
+        assistant_withheld: "%{assistant} no respondió: %{reason}"
+        draft_superseded: "Propuesta sustituida"
+        draft_expired: "Propuesta caducada al cerrar"
         kinds:
           message: "Mensaje"
           opened: "Abierto"
@@ -53,6 +117,7 @@ es:
           note: "Nota interna"
       actions:
         back: "Volver a la cola"
+        new_conversation: "Escribir a alguien"
         next: "Siguiente caso"
         reply: "Enviar"
         note: "Guardar nota"
@@ -63,7 +128,14 @@ es:
         close: "Cerrar"
         reopen: "Reabrir"
         change_topic: "Cambiar tema"
+        send_draft: "Enviar"
+        send_edited_draft: "Enviar propuesta editada"
+        edit_draft: "Editar"
+        reject_draft: "Descartar"
+        pause_assistant: "Pausar asistente"
+        resume_assistant: "Reanudar asistente"
       flashes:
+        message_sent: "Mensaje enviado a %{requester}."
         replied: "Respuesta enviada."
         taken: "El caso es tuyo."
         assigned: "Asignado a %{agent}."
@@ -74,6 +146,10 @@ es:
         noted: "Nota guardada."
         topic_changed: "Tema cambiado."
         queue_empty: "No te espera nada."
+        draft_sent: "Propuesta enviada."
+        draft_rejected: "Propuesta descartada."
+        assistant_paused: "Asistente pausado en este caso."
+        assistant_resumed: "Asistente reanudado en este caso."
       errors:
         forbidden: "No tienes acceso a la consola de soporte."
         not_allowed: "No puedes hacer eso en este caso."
@@ -90,4 +166,19 @@ es:
         take_it_first: "Toma el caso antes de responder: en esta mesa solo responde quien lo lleva."
         held_by_somebody_else: "Lo lleva %{holder}."
         unavailable_action: "Ahora mismo no puedes hacer eso en este caso."
+        unknown_requester: "No encontramos a esa persona."
+        not_a_requester: "Esa cuenta no puede recibir mensajes de soporte."
+        invalid_requester: "Ese enlace no apunta a nadie a quien podamos escribir."
+        invalid_subject: "Ese enlace no apunta a nada sobre lo que podamos abrir la conversación."
+        invalid_input: "Algo en el formulario no se ha enviado bien. Vuelve a intentarlo."
+        no_requester_lookup: "Abre este formulario desde la ficha de la persona: aquí no podemos buscarla."
+        writing_to_yourself: "No puedes abrir una conversación de soporte contigo. Si necesitas ayuda, pídela como cliente."
+        off_duty: "No estás de guardia, así que no puedes escribir a nadie ahora mismo."
+        attachments_again: "Si adjuntas archivos y algo falla, tendrás que volver a seleccionarlos."
+        unknown_draft: "Esa propuesta ya no existe."
+        draft_already_reviewed: "Esa propuesta ya se %{status}."
+        no_pending_draft: "No hay ninguna propuesta pendiente en este caso."
+        stale_turn: "La conversación ha cambiado. Léela y vuelve a enviar."
+        assistant_not_allowed: "El asistente no puede hacer eso en este caso."
+        not_an_assistant: "Esa acción es solo para el asistente."
         generic: "No ha funcionado."

data/config/locales/support_desk.en.yml

@@ -3,15 +3,31 @@ en:
     system:
       assigned: "%{agent} is taking care of your request"
       reassigned: "%{agent} is now taking care of your request"
+      assistant_disclosure: "%{name} is %{desk}’s virtual assistant. If you’d rather talk to a person, use the button in this conversation."
+      handed_off_to_humans: "I’m passing you to somebody on the team."
+      handed_off_to_humans_with_promise: "I’m passing you to somebody on the team. We usually reply in under %{reply_within}."
+      human_requested: "Somebody from the team will take it from here."
+      human_requested_with_promise: "Somebody from the team will take it from here. We usually reply in under %{reply_within}."
+    assistant:
+      disclosed_name: "%{name} · virtual assistant"
     thread:
       closed_notice: "This conversation is closed. Start a new one if you need anything else."
       reopened_notice: "We reopened this conversation."
       promise: "We usually reply in under %{time}"
+      opened_by_support: "%{desk} opened this conversation with you about “%{label}”. You can reply right here."
+      unavailable_notice: "This account can no longer send or receive messages. The conversation stays here to read."
+      human_door: "I’d rather talk to a person"
+      human_requested_notice: "Done. Somebody from the team will take it from here."
+      handled_by_assistant: "Handled by %{name}"
+      handled_by_humans: "Somebody from the team will take it from here"
+    transcript:
+      deleted: "[message deleted]"
     notifications:
       title: "%{desk} · new message"
     queue:
       tabs:
         awaiting: "Needs a reply"
+        needs_human: "Needs a person"
         mine: "Mine"
         unassigned: "Unassigned"
         open: "Open"
@@ -19,6 +35,7 @@ en:
         closed: "Closed"
     summary:
       awaiting_reply: "awaiting reply"
+      needs_human: "needs a person"
       awaiting_requester: "awaiting requester"
       open: "open"
       closed: "closed"
@@ -41,6 +58,7 @@ en:
       state:
         awaiting_reply: "We're on it"
         answered: "We replied"
+        opened_by_support: "We wrote to you"
         closed: "Closed"
     doors:
       new: "Need help?"

data/config/locales/support_desk.es.yml

@@ -4,10 +4,36 @@ es:
     system:
       assigned: "%{agent} se ocupa de tu consulta"
       reassigned: "%{agent} se ocupa ahora de tu consulta"
+      # Las tres líneas del asistente. Cada una tiene su variante con
+      # promesa: una mesa que no promete un plazo no debe inventarlo.
+      assistant_disclosure: "%{name} es el asistente virtual de %{desk}. Si prefieres hablar con una persona, usa el botón de esta conversación."
+      handed_off_to_humans: "Te paso con una persona del equipo."
+      handed_off_to_humans_with_promise: "Te paso con una persona del equipo. Normalmente contestamos en menos de %{reply_within}."
+      human_requested: "Una persona del equipo seguirá con tu consulta."
+      human_requested_with_promise: "Una persona del equipo seguirá con tu consulta. Normalmente contestamos en menos de %{reply_within}."
+    assistant:
+      # La divulgación no es una insignia que alguien pueda no ver: cuando
+      # se divulga, el nombre mismo dice qué es.
+      disclosed_name: "%{name} · asistente virtual"
     thread:
       closed_notice: "Esta conversación está cerrada. Abre una nueva si necesitas algo más."
       reopened_notice: "Hemos vuelto a abrir esta conversación."
       promise: "Normalmente respondemos en menos de %{time}"
+      # La línea con la que se abre un hilo que ha empezado el equipo: quien
+      # recibe un mensaje de un sitio al que nunca ha escrito necesita saber
+      # qué es esto.
+      opened_by_support: "%{desk} ha abierto esta conversación contigo sobre «%{label}». Puedes responder aquí mismo."
+      unavailable_notice: "Esta cuenta ya no puede enviar ni recibir mensajes. La conversación se queda aquí para consultarla."
+      human_door: "Prefiero hablar con una persona"
+      human_requested_notice: "Hecho. Una persona del equipo seguirá con tu consulta."
+      handled_by_assistant: "Atendida por %{name}"
+      handled_by_humans: "Una persona del equipo seguirá con tu consulta"
+    transcript:
+      # Un mensaje borrado sigue siendo un turno. Quien lea la conversación
+      # después, una persona o el modelo al que el host se la pasa, tiene
+      # que ver que ahí se dijo algo y se retiró: un hueco sin marcar se lee
+      # como que nunca pasó nada.
+      deleted: "[mensaje eliminado]"
     notifications:
       # Generic on purpose: una pantalla de bloqueo no debe contar de qué va
       # el caso de nadie. El detalle va en el cuerpo.
@@ -15,6 +41,7 @@ es:
     queue:
       tabs:
         awaiting: "Pendientes"
+        needs_human: "Necesitan persona"
         mine: "Mi cola"
         unassigned: "Sin asignar"
         open: "Abiertos"
@@ -22,6 +49,7 @@ es:
         closed: "Cerrados"
     summary:
       awaiting_reply: "esperando respuesta"
+      needs_human: "necesita una persona"
       awaiting_requester: "esperando al cliente"
       open: "abierto"
       closed: "cerrado"
@@ -45,6 +73,7 @@ es:
       state:
         awaiting_reply: "Estamos con ello"
         answered: "Te hemos contestado"
+        opened_by_support: "Te hemos escrito"
         closed: "Cerrada"
     # The ways in, from anywhere in the host app.
     doors:

data/config/routes.rb

@@ -18,7 +18,13 @@ SupportDesk::Engine.routes.draw do
   # `show` redirects into the chats conversation — a stable URL for a case,
   # for emails and notifications, that never has to know where chats is
   # mounted.
-  resources :tickets, only: %i[create show]
+  resources :tickets, only: %i[create show] do
+    # The door out of a machine. It is a POST on the CASE rather than
+    # anything to do with chats, because it is a fact about the case: from
+    # here on a person is expected, whatever the assistant would have done
+    # next.
+    post :request_human, on: :member
+  end
 
   root to: "tickets#index"
 end