support_desk 0.2.0 → 0.3.0

data/lib/support_desk/console.rb

@@ -52,7 +52,12 @@ module SupportDesk
     # routing concern reads it at draw time and `OFFERED_AS` is checked
     # against it, because a verb added in two places is a console that
     # accepts a POST its own Drawer never routed (or the other way round).
-    MEMBER_VERBS = %i[reply take assign hand_off release close reopen note change_topic].freeze
+    # The four the assistants added sit at the end, in the order a case
+    # meets them: decide her proposal, then switch her off or back on.
+    MEMBER_VERBS = %i[
+      reply take assign hand_off release close reopen note change_topic
+      send_draft reject_draft pause_assistant resume_assistant
+    ].freeze
 
     # The verbs that work on the QUEUE rather than on a case, and the HTTP
     # method each one is drawn with. `open_conversation` is the only write
@@ -79,9 +84,16 @@ module SupportDesk
     #
     # `take` and `assign` are both :assign — taking a case is assigning it
     # to yourself, which is the model's vocabulary, not two permissions.
+    #
+    # `send_draft` is its OWN entry rather than :reply, because
+    # `actions_for` offers it only while there is a proposal to send: mapped
+    # to :reply it would have accepted a POST naming a draft somebody had
+    # already decided about.
     OFFERED_AS = {
       reply: :reply, take: :assign, assign: :assign, hand_off: :hand_off, release: :release,
-      close: :close, reopen: :reopen, note: :note, change_topic: :change_topic
+      close: :close, reopen: :reopen, note: :note, change_topic: :change_topic,
+      send_draft: :send_draft, reject_draft: :reject_draft,
+      pause_assistant: :pause_assistant, resume_assistant: :resume_assistant
     }.freeze
 
     # Everything a transition raises because of WHO asked, WHEN, or from WHAT
@@ -137,7 +149,9 @@ module SupportDesk
       helper_method :current_agent, :support_desk_record, :support_queue, :support_transcript,
                     :console_ticket_path, :console_tickets_path, :console_file_path,
                     :support_conversation_available?, :support_conversation_offered?,
-                    :support_conversation_topics, :support_conversation_sendable?
+                    :support_conversation_topics, :support_conversation_sendable?,
+                    :support_pending_draft, :support_assistant, :support_seen_turn,
+                    :support_editing_draft, :support_console_timeline_sentence
     end
 
     # --- The verbs --------------------------------------------------------------
@@ -210,6 +224,66 @@ module SupportDesk
       attempt(:topic_changed) { @ticket.change_topic!(to: topic, by: current_agent, request: request) }
     end
 
+    # --- Her proposal, and the switch ------------------------------------------
+    #
+    # Four verbs, and only one of them is interesting. A draft is written by
+    # a machine and SENT BY A PERSON: they read it, they may rewrite it, and
+    # the requester sees their signature on it. Everything here exists to
+    # make that reading real — which is why a send carries the turn the page
+    # was rendered with, and why a mismatch comes back as the same screen
+    # rather than as a redirect that throws the reviewer's edit away.
+
+    # Send the proposal, verbatim or edited.
+    def send_draft
+      draft = support_reviewable_draft
+      return if draft.nil?
+
+      seen = params[:seen_turn]
+      return refuse(:invalid_input) unless seen.is_a?(String) && seen.present?
+
+      body = params[:body].is_a?(String) ? params[:body] : nil
+      # The model refuses an edit that is blank with no attachment, and it
+      # refuses it with an ArgumentError — a bug in the caller, not a flash.
+      # So the console asks the same question first, in the words an agent
+      # needs: an empty box is "write something", never "descártala".
+      return refuse(:blank_message) if body && body.strip.empty? && !draft.files_attached?
+
+      draft.send!(by: current_agent, seen_turn: seen, body: body, request: request)
+      flash[:notice] = support_console_t("flashes.draft_sent")
+      respond_to_transition
+    rescue SupportDesk::StaleTurn
+      refuse_stale_draft
+    rescue StandardError => error
+      raise unless support_console_rescuable?(error)
+
+      flash[:alert] = support_console_error_message(error)
+      respond_to_transition
+    end
+
+    # Throw it away, with a reason worth reading later: the rejections are
+    # what tell a host whether the assistant is ready for a higher level.
+    def reject_draft
+      draft = support_reviewable_draft
+      return if draft.nil?
+
+      attempt(:draft_rejected) do
+        draft.reject!(by: current_agent, reason: support_console_text(:reason), request: request)
+      end
+    end
+
+    # Switch her off on THIS case: a delicate conversation, a customer who
+    # has had enough, a thread somebody wants to handle themselves.
+    def pause_assistant
+      attempt(:assistant_paused) do
+        @ticket.pause_assistant!(by: current_agent, reason: support_console_text(:reason), request: request)
+      end
+    end
+
+    # Let her back in on this case.
+    def resume_assistant
+      attempt(:assistant_resumed) { @ticket.resume_assistant!(by: current_agent, request: request) }
+    end
+
     # The form for writing to somebody who hasn't written to us — "Escribir
     # a alguien". Renders with whatever the caller supplied: a requester
     # GlobalID from one of your own pages (a user's admin screen, a ride),
@@ -290,6 +364,70 @@ module SupportDesk
       scope
     end
 
+    # The proposal waiting on this case, or nil. What `show` renders the
+    # draft card from, and what the composer's edit mode is about.
+    def support_pending_draft(ticket = @ticket)
+      ticket&.pending_draft
+    end
+
+    # This desk's assistant, or nil. A view asks it to decide whether there
+    # is a switch to draw at all — never to decide what may be pressed.
+    def support_assistant(ticket = @ticket)
+      ticket&.assistant
+    end
+
+    # The turn the page is being rendered with, which every send carries
+    # back. A case that has never been touched still has one, so this is
+    # never nil and the form never has an empty hidden field.
+    def support_seen_turn(ticket = @ticket)
+      ticket&.assistant_turn
+    end
+
+    # The draft the composer is EDITING: the reviewer pressed "Editar"
+    # (`?compose=reply&draft=ID`), or a stale send came back as this screen
+    # with their text still in it. Nil unless it names the pending proposal
+    # AND this agent is offered the send — a composer in edit mode with no
+    # way to submit is worse than no edit mode at all.
+    def support_editing_draft(ticket = @ticket)
+      draft = support_pending_draft(ticket)
+      return nil if draft.nil?
+      return nil unless support_offered_actions(ticket).include?(:send_draft)
+
+      named = [ params[:draft], params[:draft_id] ].detect { |value| value.is_a?(String) && value.present? }
+      named == draft.id.to_s ? draft : nil
+    end
+
+    # One line for the timeline kinds the assistants added — "Lucía envió la
+    # propuesta de Rose" — from the event's own payload. Nil for everything
+    # else, so the partial falls back to the label-and-actor shape 0.2 had.
+    #
+    # It lives here rather than in the partial because the sentence is COPY:
+    # an ejected view must not have to carry a `case` over event kinds to
+    # keep saying the right thing in Spanish.
+    def support_console_timeline_sentence(entry, actor_name = nil)
+      return nil unless entry.event?
+
+      payload = entry.event.payload.is_a?(Hash) ? entry.event.payload : {}
+      assistant = support_console_assistant_name(payload["assistant"])
+
+      case entry.kind
+      when :escalated
+        support_console_t("timeline.escalated", actor: actor_name,
+                                                reason: support_console_reason_word(payload["reason"]))
+      when :human_requested then support_console_t("timeline.human_requested")
+      when :assistant_paused then support_console_t("timeline.assistant_paused", actor: actor_name)
+      when :assistant_resumed then support_console_t("timeline.assistant_resumed", actor: actor_name)
+      when :draft_sent
+        support_console_t("timeline.draft_sent#{"_edited" if payload["edited"]}",
+                          actor: actor_name, assistant: assistant)
+      when :draft_rejected
+        support_console_t("timeline.draft_rejected", actor: actor_name, assistant: assistant)
+      when :assistant_withheld
+        support_console_t("timeline.assistant_withheld", assistant: assistant,
+                                                         reason: support_console_withheld_word(payload["reason"]))
+      end
+    end
+
     # The default queue tab and the tickets behind it, for hosts that want
     # the obvious index. Entirely optional — everything it does is three
     # lines of Layer 1.
@@ -333,7 +471,7 @@ module SupportDesk
       # that no test notices until somebody counts.
       def support_queue_tickets
         support_queue.scope(@scope)
-                     .includes(:requester, :assignee, :desk, :subject, :opened_by,
+                     .includes(:requester, :assignee, :desk, :subject, :opened_by, :pending_draft,
                                conversation: { last_message: %i[sender author] })
                      .limit(support_tickets_per_page)
       end
@@ -638,7 +776,9 @@ module SupportDesk
       offered = @ticket.actions_for(current_agent)
       return if offered.include?(OFFERED_AS.fetch(action_name.to_sym))
 
-      flash[:alert] = support_console_t("errors.#{unavailable_reason}", holder: support_console_holder)
+      flash[:alert] = support_console_t("errors.#{unavailable_reason}",
+                                        holder: support_console_holder,
+                                        status: support_draft_status_word(support_named_draft))
       respond_to_transition
     end
 
@@ -647,12 +787,25 @@ module SupportDesk
     # taken first.
     def unavailable_reason
       return "closed_case" if @ticket.closed?
+      return draft_unavailable_reason if %i[send_draft reject_draft].include?(action_name.to_sym)
       return "unavailable_action" unless %i[reply hand_off].include?(action_name.to_sym)
       return "take_it_first" if @ticket.unassigned?
 
       "held_by_somebody_else"
     end
 
+    # Pressing the same button twice is the common way to get here, and
+    # "there is no proposal" is the wrong thing to read after sending one.
+    # The row the request names is the whole answer: still there and already
+    # decided, or gone.
+    def draft_unavailable_reason
+      named = support_named_draft
+      return "draft_already_reviewed" if named && !named.pending?
+      return "no_pending_draft" if @ticket.pending_draft.nil?
+
+      "unavailable_action"
+    end
+
     # Who has the case, for a refusal that names them.
     def support_console_holder
       @ticket&.assignee&.try(:support_agent_name) || support_console_t("assignment.nobody")
@@ -730,10 +883,113 @@ module SupportDesk
     # desk — never the one `?desk=` names. Those are different desks the
     # moment a host has two, and reading the parameter let a billing agent
     # be assigned to a case on another desk entirely.
+    # Values are `SupportDesk.actor_key(agent)` — a GlobalID, which says
+    # WHICH CLASS as well as which row. The pool is people and the desk's
+    # assistant, and their ids are drawn from different tables: a picker
+    # posting a bare "1" could mean either of them, and "assign the case to
+    # the machine" is not a mistake to make on a coin flip.
+    #
+    # A bare id still resolves, because a host may have written one into
+    # their own form — but only while exactly one member of the pool answers
+    # to it. Two matches is a refusal, not a guess.
     def support_console_agent(id = params[:agent_id])
       return nil if id.blank?
 
-      @ticket.desk.agents.detect { |agent| agent.id.to_s == id.to_s }
+      key = id.to_s
+      pool = @ticket.desk.agents
+      exact = pool.detect { |agent| SupportDesk.actor_key(agent) == key }
+      return exact if exact
+
+      matches = pool.select { |agent| agent.id.to_s == key }
+      matches.one? ? matches.first : nil
+    end
+
+    # --- The proposal a request names -------------------------------------------
+
+    # The draft this request names, in ANY status. Deliberately not
+    # `drafts.pending`: a second submit of the same button has to be able to
+    # read "ya se envió" instead of "no hay ninguna propuesta", and only the
+    # row itself knows which.
+    def support_console_draft
+      raise InvalidInput, :invalid_input unless params[:draft_id].is_a?(String)
+
+      support_named_draft
+    end
+
+    # The same lookup for the REFUSALS, which run before the action and must
+    # never raise: a crafted `draft_id` on a case with nothing pending is a
+    # flash, not a 500.
+    def support_named_draft
+      return @support_named_draft if defined?(@support_named_draft)
+
+      id = params[:draft_id]
+      @support_named_draft = (@ticket.drafts.find_by(id: id) if id.is_a?(String) && id.present?)
+    rescue ActiveRecord::StatementInvalid
+      # A uuid-keyed host: an id that isn't one is an id nothing has.
+      @support_named_draft = nil
+    end
+
+    # The draft a decision may be made about, or nil with the refusal
+    # already rendered.
+    def support_reviewable_draft
+      draft = support_console_draft
+      if draft.nil?
+        refuse(:unknown_draft)
+      elsif !draft.pending?
+        refuse(:draft_already_reviewed, status: support_draft_status_word(draft))
+      else
+        return draft
+      end
+      nil
+    rescue InvalidInput => error
+      refuse(error.key)
+      nil
+    end
+
+    # What happened to a draft, as the word the flash reads: "ya se envió",
+    # "ya se descartó". Never the English status — a Spanish desk reading
+    # "ya se sent" is the bug this map exists to stop.
+    def support_draft_status_word(draft)
+      return nil if draft.nil?
+
+      support_console_t("draft.statuses.#{draft.status}", default: draft.status)
+    end
+
+    # The case moved between the render and the submit. A redirect here
+    # would throw away whatever the reviewer typed, so this is the SAME
+    # screen again with a 422: their text still in the composer, the CURRENT
+    # turn in the form, and the reason on top. There is no "send anyway" —
+    # reading the case again is the whole point.
+    def refuse_stale_draft
+      @ticket.reload
+      flash.now[:alert] = support_console_t("errors.stale_turn")
+      rerender_support_case
+    end
+
+    # The case screen again, as the host renders it: their own `show` runs,
+    # so whatever it sets up is set up, and the two things every bundled
+    # view needs are filled in when it didn't.
+    def rerender_support_case(status: :unprocessable_entity)
+      show if respond_to?(:show)
+      @actions ||= @ticket.actions_for(current_agent)
+      @context_card ||= @ticket.context_card
+      render :show, formats: [ :html ], status: status unless performed?
+    end
+
+    # The buttons this agent is offered on +ticket+, asked once per render.
+    # `show` usually set them already; a 422 re-render may not have.
+    def support_offered_actions(ticket = @ticket)
+      return @actions if ticket == @ticket && @actions
+
+      ticket.actions_for(current_agent)
+    end
+
+    # A free-text field a verb takes: text, or nothing. A Hash where a
+    # reason belongs is a crafted request, and `.to_s` on it would be
+    # written into an event payload forever.
+    def support_console_text(name)
+      value = params[name]
+      value.is_a?(String) ? value.presence : nil
     end
 
     def support_agent_name(agent)
@@ -757,8 +1013,8 @@ module SupportDesk
 
     # A refusal the console spotted before the model was asked (an empty
     # message, an agent who isn't in the pool).
-    def refuse(reason)
-      flash[:alert] = support_console_t("errors.#{reason}")
+    def refuse(reason, **interpolations)
+      flash[:alert] = support_console_t("errors.#{reason}", **interpolations)
       respond_to_transition
     end
 
@@ -812,6 +1068,32 @@ module SupportDesk
                                          default: :"support_desk.console.errors.generic")
     end
 
+    # Who proposed it, in a word. The payloads carry a key on one kind and
+    # an actor key on another, and this desk's own assistant answers to
+    # both; anything else is history (a host swapped assistants), so the
+    # readable half of the token stands in rather than a GlobalID nobody
+    # can read.
+    def support_console_assistant_name(token)
+      token = token.to_s
+      assistant = @ticket&.assistant
+      return assistant.name if assistant && [ assistant.key.to_s, SupportDesk.actor_key(assistant) ].include?(token)
+      return token.humanize if token.match?(/\A[a-z0-9_]+\z/i)
+
+      @ticket&.desk&.name.to_s
+    end
+
+    # Why a case was handed to a person, as a sentence rather than as the
+    # token the model writes. A reason a host's own harness invented falls
+    # back to itself — a strange word in the timeline beats no word at all.
+    def support_console_reason_word(reason)
+      support_console_t("escalation_reasons.#{reason}", default: reason.to_s.humanize)
+    end
+
+    # Why she said nothing.
+    def support_console_withheld_word(reason)
+      support_console_t("withheld_reasons.#{reason}", default: reason.to_s.humanize)
+    end
+
     def support_console_t(key, **interpolations)
       I18n.t("support_desk.console.#{key}", **interpolations)
     end

data/lib/support_desk/context_card.rb

@@ -59,6 +59,14 @@ module SupportDesk
       Chats.avatar_for(requester)
     end
 
+    # Key/value pairs about the PERSON, from `Requester#support_context` —
+    # the same idea as #pairs, one row up: `pairs` describes the thing the
+    # case is about, these describe whoever is asking. Empty unless the host
+    # filled it in.
+    def requester_pairs
+      requester.try(:support_context) || {}
+    end
+
     # When this requester joined — context for "is this a new user?".
     def requester_since = requester.try(:created_at)
 
@@ -102,7 +110,8 @@ module SupportDesk
         requester: {
           name: requester_name,
           since: requester_since,
-          open_tickets: requester_open_tickets
+          open_tickets: requester_open_tickets,
+          context: requester_pairs
         }
       }
     end

data/lib/support_desk/doctor.rb

@@ -139,6 +139,63 @@ module SupportDesk
         ok_with("the console can look people up")
       end
 
+      if SupportDesk.config.assistants.any?
+        checks << check("assistants (config)") do
+          problems = []
+          warnings = []
+          SupportDesk.config.assistants.each_value do |assistant|
+            problems.concat(assistant.line_problems)
+            warnings << "#{assistant.key} has no max_turns — a loop with no bound is a loop" if
+              assistant.max_turns.nil?
+            warnings << "#{assistant.key} has no responds_within — nothing will notice if she goes quiet" if
+              assistant.responds_within.nil?
+          end
+          SupportDesk.config.desks.each_value do |desk|
+            key = desk.assistant_key
+            next if key.nil? || SupportDesk.config.assistant?(key)
+
+            problems << "desk #{desk.key} points at assistant #{key.inspect}, which isn't configured"
+          end
+          next fail_with(problems.join("; ")) if problems.any?
+          next warn_with(warnings.join("; ")) if warnings.any?
+
+          ok_with("#{SupportDesk.config.assistants.size} assistant(s) configured")
+        end
+
+        checks << check("assistant turn subscriber") do
+          next ok_with("no assistant on any desk") if assistant_desks.empty?
+          next warn_with("nothing subscribes to :assistant_turn — no harness will ever answer. See the " \
+                         "README's assistants section") if SupportDesk.subscribers[:assistant_turn].empty?
+
+          ok_with("#{SupportDesk.subscribers[:assistant_turn].size} subscriber(s)")
+        end
+
+        checks << check("assistant authorship") do
+          blank = assistant_desks.filter_map do |desk|
+            assistant = desk.assistant
+            assistant.key if Chats.display_name_for(assistant).blank?
+          end
+          next fail_with("chats has no display name for #{blank.join(", ")} — a signed message would go out " \
+                         "unsigned; check `Chats.config.messager_display_name`") if blank.any?
+
+          ok_with("every assistant has a name chats can print")
+        end
+
+        checks << check("ai agents without policy") do
+          strays = SupportDesk.agent_class_names.select do |name|
+            klass = name.safe_constantize
+            next false if klass.nil? || klass == SupportDesk::Assistant
+            next false unless klass.respond_to?(:support_desk_agent_options)
+
+            klass.support_desk_agent_options[:kind] == :ai
+          end
+          next warn_with("#{strays.join(", ")} declares `kind: :ai` but isn't this gem's assistant — every " \
+                         "support write by it, or to it, is refused") if strays.any?
+
+          ok_with("no unmanaged AI agents")
+        end
+      end
+
       checks << check("engine mount") do
         path = SupportDesk.root_path
         next warn_with("SupportDesk::Engine isn't mounted — requesters have nowhere to write") if path.nil?
@@ -187,7 +244,7 @@ module SupportDesk
       return [ check("database") { warn_with("support_desk tables are missing — run rails db:migrate") } ] unless
         tables?
 
-      [
+      checks = [
         check("conversations") do
           orphans = Ticket.where(conversation_id: nil).count
           next fail_with("#{orphans} ticket(s) without a conversation") if orphans.positive?
@@ -248,6 +305,92 @@ module SupportDesk
           ok_with("references are unique")
         end
       ]
+
+      checks.concat(assistant_invariant_checks)
+      checks
+    end
+
+    # The assistants' own invariants: nobody sitting on a case they may not
+    # work, nobody silently not answering, one pending proposal per case.
+    #
+    # Every one of them is asked of EVIDENCE — a seat, a timestamp, a row —
+    # and never of the policy's own verdict. A policy cannot page anybody
+    # about its own bug.
+    def assistant_invariant_checks
+      # Nothing about a feature nobody turned on: a host with no assistant
+      # configured runs not one extra query (I1).
+      return [] if SupportDesk.config.assistants.empty?
+      return [] unless assistants_migrated?
+
+      checks = []
+
+      SupportDesk.config.assistants.each_key do |key|
+        assistant = SupportDesk.assistant(key)
+        window = assistant&.responds_within
+        next if window.nil?
+
+        checks << check("assistant silence (#{key})") do
+          quiet = Ticket.open.assigned_to(assistant).awaiting_reply.waiting_over(window).count
+          next fail_with("#{quiet} case(s) have waited longer than #{window.inspect} for #{key} — is the " \
+                         "harness running? `rake support_desk:release_silent_assistants` hands them over") if
+            quiet.positive?
+
+          ok_with("nobody is waiting on #{key}")
+        end
+      end
+
+      checks << check("assistant seats") do
+        seated = Ticket.open.held_by_assistants.to_a
+        wrong = seated.reject { |ticket| ticket.assistant_policy.may_hold? }
+        next fail_with("#{wrong.size} case(s) held by an assistant who may not hold them " \
+                       "(#{wrong.first(3).map(&:reference).join(", ")}) — release them") if wrong.any?
+
+        ok_with("#{seated.size} seat(s), all of them allowed")
+      end
+
+      assistant_desks.each do |desk|
+        window = desk.assistant.responds_within
+        next if window.nil?
+
+        checks << check("assistant idle turns (#{desk.key})") do
+          idle = Ticket.open.for_desk(desk.key).assistant_idle_since((window * 3).ago).count
+          next warn_with("#{idle} case(s) have had no answer and no assistant action — the harness may be " \
+                         "down; `rake support_desk:redispatch_assistant_turns` re-emits their turns") if
+            idle.positive?
+
+          ok_with("every turn has been picked up")
+        end
+      end
+
+      checks << check("drafts") do
+        duplicated = Draft.pending.group(:ticket_id).having("COUNT(*) > 1").count.size
+        next fail_with("#{duplicated} case(s) with more than one pending proposal") if duplicated.positive?
+
+        orphaned = Draft.pending.where(ticket_id: Ticket.closed.select(:id)).count
+        next warn_with("#{orphaned} pending proposal(s) on closed cases — a close expires them, so these " \
+                       "predate 0.3 or were written by hand") if orphaned.positive?
+
+        ok_with("at most one pending proposal per case")
+      end
+
+      checks
+    end
+
+    # The desks that actually have an assistant, as Desk records.
+    def assistant_desks
+      SupportDesk.config.desks.each_key.filter_map do |key|
+        desk = SupportDesk.desk(key)
+        desk if desk&.assistant?
+      end
+    rescue StandardError
+      []
+    end
+
+    def assistants_migrated?
+      Ticket.column_names.include?("human_required_at") &&
+        ActiveRecord::Base.connection.table_exists?(Draft.table_name)
+    rescue StandardError
+      false
     end
 
     def tables?

data/lib/support_desk/engine.rb

@@ -135,6 +135,16 @@ module SupportDesk
       # the worst shape for a bug. Found by the CarHey integration (#2).
       _desk = SupportDesk::Desk
 
+      # And the assistant, for the THIRD registry with the same shape:
+      # `acts_as_support_agent` registers a class when that class loads, and
+      # both `SupportDesk.agent_class?` and the doctor's "ai agents without
+      # policy" check read that registry. Under lazy autoloading nothing has
+      # referenced her before the first case is answered, so the doctor would
+      # report a healthy desk as having no assistant at all. A constant
+      # reference and nothing else: no row is created and no connection is
+      # needed to load the class.
+      _assistant = SupportDesk::Assistant
+
       SupportDesk.config.validate_classes! if SupportDesk.configured?
     end
   end

data/lib/support_desk/errors.rb

@@ -51,4 +51,41 @@ module SupportDesk
 
   # Raised when a requester is already at `config.max_open_tickets`.
   class TooManyOpenTickets < Error; end
+
+  # Raised when an AI-kind actor is not the desk's own SupportDesk::Assistant.
+  # A host model declared `acts_as_support_agent kind: :ai` never inherits
+  # human authority: every support write by it, or to it, is refused rather
+  # than quietly treated as a human's (see the README's assistants section).
+  class NotAnAssistant < NotAnAgent; end
+
+  # Raised when the assistant's policy forbids the verb on this case. It
+  # carries the policy that refused and the verb that was asked for, so a
+  # host can log the RULE rather than parse the sentence.
+  class AssistantNotAllowed < NotAllowed
+    attr_reader :policy, :verb
+
+    def initialize(policy, verb:, message: nil)
+      @policy = policy
+      @verb = verb.to_sym
+      super(message || default_message)
+    end
+
+    private
+
+    # "rose may not reply on T-AB12CD: topic payments caps rose at draft" —
+    # who, what, where, and the rule that decided it.
+    def default_message
+      return "an assistant may not #{@verb} here" if @policy.nil?
+
+      "#{@policy.assistant&.key || "the assistant"} may not #{@verb} on " \
+        "#{@policy.ticket&.reference || "this case"}: #{@policy.because}"
+    end
+  end
+
+  # Raised when an assistant acts on a turn that is no longer the case's:
+  # somebody (the requester, a human, the assistant itself) changed the case
+  # since it was read. A subclass of InvalidTransition, so a host that
+  # rescues that still catches it — and a late, retried or redelivered job
+  # writes nothing.
+  class StaleTurn < InvalidTransition; end
 end

data/lib/support_desk/events.rb

@@ -34,6 +34,17 @@ module SupportDesk
       ticket_topic_changed: "ticket, from:, to:, by:",
       subject_attached: "ticket, subject, by:",
       note_added: "ticket, event",
+      # The assistants (0.3). `assistant_turn` is the one a harness
+      # subscribes to: everything else is something to notify a human about.
+      assistant_turn: "ticket, assistant, message, turn:",
+      draft_proposed: "ticket, draft",
+      draft_sent: "ticket, draft, message, by:",
+      draft_rejected: "ticket, draft, by:, reason:",
+      assistant_withheld: "ticket, assistant, reason:, policy:",
+      ticket_escalated: "ticket, from:, reason:, by:",
+      human_requested: "ticket, by:, reason:",
+      assistant_paused: "ticket, by:",
+      assistant_resumed: "ticket, by:",
       ticket_transitioned: "ticket, kind, by:, request:, payload:"
     }.freeze
 
@@ -112,11 +123,7 @@ module SupportDesk
     end
 
     def report_subscriber_error(error, event)
-      if defined?(Rails) && Rails.respond_to?(:error) && Rails.error
-        Rails.error.report(error, handled: true, source: "support_desk", context: { event: event })
-      else
-        logger&.error("[support_desk] subscriber raised on #{event}: #{error.class}: #{error.message}")
-      end
+      report_error(error, context: { event: event, hook: :subscriber })
     end
   end
 end