@consilioweb/payload-support 0.16.0 → 1.1.0

package/README.md

@@ -1,525 +1,447 @@
-<!-- Header Banner -->
+<div align="center" style="background: linear-gradient(135deg, #1f8a5b 0%, #16a34a 50%, #0d9488 100%); padding: 50px 40px; border-radius: 12px; color: white; margin-bottom: 40px;">
+  <h1 style="margin: 0 0 15px 0; font-size: 42px; font-weight: 700; letter-spacing: -0.5px;">payload-support</h1>
+  <p style="margin: 0 auto; font-size: 18px; opacity: 0.95; max-width: 640px; line-height: 1.6;">A complete, self-hosted support &amp; ticketing system for Payload CMS 3 + Next.js — tickets, SLA, AI assists and an autonomous AI agent, live chat, a full client portal, time tracking &amp; invoicing, and a visual automation-rules engine. No third-party support SaaS required.</p>
+</div>
+
 <div align="center">
 
-  <a href="https://git.io/typing-svg">
-    <img src="https://readme-typing-svg.demolab.com?font=Fira+Code&weight=700&size=32&duration=3000&pause=1000&color=3B82F6&center=true&vCenter=true&width=700&lines=%40consilioweb%2Fpayload-support;Professional+Ticketing+for+Payload+CMS;AI+%7C+SLA+%7C+Time+Tracking+%7C+Live+Chat;15+Collections+%7C+34+API+Routes;Open-Source+%7C+MIT+License" alt="Typing SVG" />
-  </a>
+[![npm version](https://img.shields.io/npm/v/@consilioweb/payload-support?color=1f8a5b&label=npm)](https://www.npmjs.com/package/@consilioweb/payload-support)
+[![MIT License](https://img.shields.io/badge/license-MIT-1f8a5b)](LICENSE)
+[![Node.js](https://img.shields.io/badge/node-18+-1f8a5b)](https://nodejs.org)
+[![Payload](https://img.shields.io/badge/payload-3.x-1f8a5b)](https://payloadcms.com)
+[![Tests](https://img.shields.io/badge/tests-102%20passing-1f8a5b)](src/__tests__)
+[![TypeScript](https://img.shields.io/badge/typescript-strict-1f8a5b)](https://www.typescriptlang.org)
 
-  <br><br>
+</div>
 
-  <!-- Badges -->
-  <img src="https://img.shields.io/badge/version-0.2.0-blue?style=for-the-badge" alt="version">
-  <img src="https://img.shields.io/badge/Payload%20CMS-3.x-0F172A?style=for-the-badge&logo=data:image/svg+xml;base64,PHN2ZyB3aWR0aD0iMjQiIGhlaWdodD0iMjQiIHZpZXdCb3g9IjAgMCAyNCAyNCIgZmlsbD0ibm9uZSIgeG1sbnM9Imh0dHA6Ly93d3cudzMub3JnLzIwMDAvc3ZnIj48cGF0aCBkPSJNMTIgMkw0IDdWMTdMMTIgMjJMMjAgMTdWN0wxMiAyWiIgc3Ryb2tlPSJ3aGl0ZSIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz48L3N2Zz4=&logoColor=white" alt="Payload CMS 3">
-  <img src="https://img.shields.io/badge/AI-Anthropic%20%7C%20OpenAI%20%7C%20Ollama-10B981?style=for-the-badge" alt="AI">
-  <img src="https://img.shields.io/badge/i18n-FR%20%7C%20EN-F59E0B?style=for-the-badge&logo=translate&logoColor=white" alt="i18n FR | EN">
-  <a href="https://github.com/pOwn3d/payload-support/blob/main/LICENSE"><img src="https://img.shields.io/badge/License-MIT-7C3AED?style=for-the-badge" alt="MIT License"></a>
-  <img src="https://img.shields.io/badge/TypeScript-5.x-3178C6?style=for-the-badge&logo=typescript&logoColor=white" alt="TypeScript">
+<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
 
-</div>
+## 📑 Table of Contents
 
-<p align="center">
-  <a href="https://buymeacoffee.com/pown3d">
-    <img src="https://img.shields.io/badge/Buy%20me%20a%20coffee-☕-FFDD00?style=for-the-badge&logo=buy-me-a-coffee&logoColor=black" alt="Buy me a coffee" />
-  </a>
-</p>
-
-<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" alt="line">
-
-> [!IMPORTANT]
-> ## ⚠️ Next.js 16 + Turbopack — Known Issue
->
-> If you're using **Next.js 16** with Turbopack (default bundler), you may encounter a `createContext is not a function` error during `next build`. This is a **known Payload CMS issue** ([#15429](https://github.com/payloadcms/payload/issues/15429), [#14330](https://github.com/payloadcms/payload/discussions/14330)) — not specific to this plugin.
->
-> **Workaround** — Add this to your admin page (`src/app/(payload)/admin/[[...segments]]/page.tsx`):
-> ```ts
-> export const dynamic = 'force-dynamic'
-> ```
->
-> And ensure all `@consilioweb/*` packages are in `transpilePackages` in your `next.config.ts`:
-> ```ts
-> transpilePackages: ['@consilioweb/payload-seo-analyzer', '@consilioweb/payload-admin-nav', /* ...other @consilioweb packages */],
-> ```
->
-> ✅ **Next.js 15** works without any workaround.
-
-## About
-
-> **@consilioweb/payload-support** — A complete, production-ready support & ticketing system for Payload CMS 3. Comparable to Freshdesk, HelpScout, and Crisp — but free, open-source, and fully integrated into Payload's admin panel.
+- [Features](#-features)
+- [Quick Start](#-quick-start)
+- [Installation](#-installation)
+- [Usage](#-usage)
+- [API Reference](#-api-reference)
+- [Configuration](#-configuration)
+- [Performance](#-performance)
+- [Examples](#-examples)
+- [FAQ](#-faq)
+- [Troubleshooting](#-troubleshooting)
+- [Security](#-security)
+- [Contributing](#-contributing)
+- [Changelog](#-changelog)
+- [Roadmap](#-roadmap)
+- [Support](#-support)
+- [License](#-license)
+
+<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
+
+## ✨ Features
 
 <table>
-  <tr>
-    <td align="center" width="20%">
-      <b>Ticketing</b><br>
-      <sub>Auto-increment, SLA, priorities, categories</sub>
-    </td>
-    <td align="center" width="20%">
-      <b>AI-Powered</b><br>
-      <sub>Sentiment, synthesis, suggestions, rewrite</sub>
-    </td>
-    <td align="center" width="20%">
-      <b>Time Tracking</b><br>
-      <sub>Timer, entries, billing dashboard</sub>
-    </td>
-    <td align="center" width="20%">
-      <b>Live Chat</b><br>
-      <sub>Real-time, chat-to-ticket conversion</sub>
-    </td>
-    <td align="center" width="20%">
-      <b>Modular</b><br>
-      <sub>25+ feature flags, enable what you need</sub>
-    </td>
-  </tr>
-</table>
+<tr>
+<td width="50%">
 
-<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" alt="line">
-
-## Features
-
-### Core Ticketing
-- Auto-increment ticket numbers (TK-0001, TK-0002...)
-- Statuses, priorities, categories, tags
-- Multi-agent assignment with round-robin distribution
-- Ticket merge, split, snooze
-- Scheduled replies
-- Bulk actions on multiple tickets
-- Command palette (⌘K) for instant search
-
-### AI Integration
-- **Sentiment analysis** — detect client mood from messages
-- **AI summary** — generate conversation synthesis
-- **Smart reply** — suggest contextual responses
-- **Rewrite** — rephrase messages professionally
-- Multi-provider: Anthropic Claude, OpenAI, Ollama, custom endpoint
-- AI chatbot for first-line self-service
-
-### SLA & Compliance
-- Response & resolution time targets per priority
-- Business hours support
-- SLA breach alerts on dashboard
-- Webhook dispatch on `sla_breached` events
-
-### Time Tracking & Billing
-- Built-in timer with pause/resume
-- Manual time entries per ticket
-- Time dashboard with analytics
-- Billing/invoicing foundation
-- Facturable toggle per ticket
-
-### Live Chat
-- Real-time chat sessions via **Server-Sent Events (SSE)** (v0.2.0)
-- Automatic **SSE to polling fallback** when EventSource unavailable (v0.2.0)
-- Typing indicators
-- Chat-to-ticket conversion
-- Agent presence/collision detection
-
-### Email Integration
-- Inbound email → ticket/message (via webhook)
-- Pending email queue with client matching
-- Email pixel tracking (opens)
-- Per-agent email signatures
-- Email log viewer with purge
-
-### Client Management (CRM)
-- Client profiles with history
-- Impersonation (view as client)
-- Client merge
-- Satisfaction surveys (CSAT 1-5)
-- Knowledge base / FAQ
-- Client portal (separate auth)
-
-### Automation
-- Auto-close inactive tickets
-- Canned responses with template variables
-- Macros (multi-action shortcuts)
-- Webhooks (HMAC-SHA256 signed) with dispatch on ticket events (v0.2.0)
-- **Scheduled replies** processing endpoint (v0.2.0)
-- Activity log (full audit trail)
-
-### Security (v0.2.0)
-- **XSS prevention** — escapeHtml on all email template dynamic fields
-- **2FA codes** hashed with HMAC-SHA256 before storage
-- **Tracking pixels** signed with HMAC
-- **OAuth Google** — `allowedEmailDomains` option for domain restriction
-- **Rate limiting** — unified RateLimiter class on all public endpoints
-- **Collection injection protection** — validates collection parameters against whitelist
-- **Password generation** — uses crypto.randomBytes (not Math.random)
-
-### Internationalization
-- Full FR/EN support
-- Locale toggle in settings
-- Extensible translation system
-
-<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" alt="line">
-
-## Architecture
-
-### Collections (15)
-
-| Collection | Description |
-|------------|-------------|
-| `tickets` | Core ticket with auto-increment, SLA, activity hooks |
-| `ticket-messages` | Conversation messages with author type, attachments |
-| `support-clients` | Client auth collection (email/password) |
-| `time-entries` | Time tracking per ticket |
-| `canned-responses` | Quick reply templates with variables |
-| `ticket-activity-log` | Immutable audit trail |
-| `satisfaction-surveys` | CSAT ratings (1-5) |
-| `knowledge-base` | FAQ articles with rich text |
-| `chat-messages` | Live chat sessions |
-| `pending-emails` | Inbound email queue |
-| `email-logs` | Email delivery audit |
-| `auth-logs` | Authentication audit |
-| `webhook-endpoints` | Outbound webhook config |
-| `sla-policies` | SLA rules per priority |
-| `macros` | Multi-action shortcuts |
-| `ticket-statuses` | Custom configurable statuses |
-
-### API Endpoints (34)
-
-| Category | Endpoints |
-|----------|-----------|
-| **Tickets** | search, bulk-action, merge-tickets, split-ticket, export-csv, export-data |
-| **AI** | ai (sentiment/synthesis/suggest/rewrite), chatbot |
-| **Chat** | chat, admin-chat, typing, presence |
-| **Email** | pending-emails/process, resend-notification, track-open, email-stats |
-| **Config** | settings, signature, round-robin-config, statuses, sla-check, auto-close |
-| **Auth** | login, 2fa, oauth/google, delete-account |
-| **SSE** | client-stream, admin-stream (v0.2.0) |
-| **Scheduled** | process-scheduled (v0.2.0) |
-| **Misc** | apply-macro, purge-logs, seed-kb, admin-stats, billing, import-conversation, merge-clients, satisfaction |
-
-### Admin Views (12)
-
-| View | Path | Description |
-|------|------|-------------|
-| Inbox | `/support/inbox` | Superhuman-style ticket list with keyboard nav |
-| Dashboard | `/support/dashboard` | KPIs, SLA metrics, active tickets |
-| Ticket Detail | `/support/ticket?id=X` | Full conversation with sidebar panels |
-| New Ticket | `/support/new-ticket` | Create ticket with client search |
-| Settings | `/support/settings` | Feature flags, AI, SLA, auto-close config |
-| CRM | `/support/crm` | Client list and profiles |
-| Chat | `/support/chat` | Live chat sessions |
-| Pending Emails | `/support/emails` | Inbound email queue |
-| Email Tracking | `/support/tracking` | Open/delivery tracking |
-| Time Dashboard | `/support/time` | Time entries analytics |
-| Logs | `/support/logs` | Email & auth audit logs |
-| Billing | `/support/billing` | Invoice management |
-
-### Client Portal (30 files)
-
-Full-featured client-facing support portal with its own auth system:
-
-| Page | Description |
-|------|-------------|
-| Login / Register | Email + password auth, Google OAuth |
-| Forgot / Reset password | Email-based password recovery |
-| Dashboard | Ticket stats, recent activity, quick actions |
-| Ticket List | Filterable, sortable ticket list |
-| Ticket Detail | Conversation thread, reply form, file attachments, satisfaction survey |
-| New Ticket | Category selection, priority, file upload |
-| FAQ | Knowledge base with search |
-| Profile | Edit name, company, email, password, notification prefs, 2FA, delete account |
-| Chat Widget | Real-time live chat with agent |
-| Chatbot | AI-powered self-service from knowledge base |
-
-### Email Template System
-
-Configurable, responsive HTML email templates:
+**🎫 Complete ticketing**
 
-```ts
-import { createEmailTemplateFactory } from '@consilioweb/payload-support'
-
-const emails = createEmailTemplateFactory({
-  brandName: 'My Company',
-  brandColor: '#2563eb',
-  logoUrl: 'https://example.com/logo.png',
-  supportEmail: 'support@example.com',
-  websiteUrl: 'https://example.com',
-})
+Statuses, priorities, categories, tags, merge/split, snooze, scheduled replies, internal notes, an immutable activity log and a keyboard-driven Superhuman-style inbox.
 
-// Use pre-configured functions
-const html = emails.wrapper('Welcome', [
-  emails.paragraph('Hello <strong>John</strong>,'),
-  emails.button('Open Dashboard', 'https://example.com/dashboard'),
-].join(''))
-```
+</td>
+<td width="50%">
 
-Available functions: `emailWrapper`, `emailButton`, `emailParagraph`, `emailQuote`, `emailInfoRow`, `emailRichContent`, `emailTrackingPixel`, `escapeHtml`
+**⏱️ SLA & automation**
 
-<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" alt="line">
+SLA policies (business hours + pause-on-hold), escalation, macros, round-robin, and a **visual automation-rules engine** (conditions → actions).
 
-## Installation
+</td>
+</tr>
+<tr>
+<td width="50%">
 
-```bash
-pnpm add @consilioweb/payload-support
-```
+**🤖 Built-in AI**
 
-Or with npm/yarn:
+Sentiment, reply suggestions, multi-style rewriting, cached synthesis, a KB chatbot, and an **autonomous AI agent** that answers or escalates. Anthropic, OpenAI or self-hosted Ollama.
 
-```bash
-npm install @consilioweb/payload-support
-yarn add @consilioweb/payload-support
-```
+</td>
+<td width="50%">
+
+**💬 Omnichannel & portal**
+
+Inbound/outbound email, live chat (SSE), widget, a full **client portal** (auth, 2FA, Google OAuth), knowledge base and deflection.
 
-### Peer Dependencies
+</td>
+</tr>
+<tr>
+<td width="50%">
 
-| Package | Version | Required |
-|---------|---------|----------|
-| `payload` | `^3.0.0` | **Yes** |
-| `@payloadcms/next` | `^3.0.0` | Optional (admin views) |
-| `@payloadcms/ui` | `^3.0.0` | Optional (admin UI) |
-| `next` | `^14.0.0 \|\| ^15.0.0 \|\| ^16.0.0` | Optional (admin UI) |
-| `react` | `^18.0.0 \|\| ^19.0.0` | Optional (admin UI) |
+**💶 Time tracking & billing**
 
-<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" alt="line">
+Timer, manual entries, time dashboard, per-project pre-billing and a **print-ready invoice** (HTML → PDF).
 
-## Quick Start
+</td>
+<td width="50%">
+
+**📊 Reporting & privacy**
+
+Real-time dashboard, **CSAT + NPS**, email tracking, HMAC-signed webhooks, notification digests, CSV exports. 100% self-hostable.
+
+</td>
+</tr>
+</table>
+
+<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
+
+## 🚀 Quick Start
 
 ```ts
+// payload.config.ts
 import { buildConfig } from 'payload'
 import { supportPlugin } from '@consilioweb/payload-support'
 
 export default buildConfig({
-  // ... your existing config
   plugins: [
     supportPlugin({
-      // All features enabled by default — disable what you don't need
-      features: {
-        chat: false,        // disable live chat
-        billing: false,     // disable billing
-        roundRobin: true,   // enable round-robin (off by default)
-      },
-
-      // AI provider (optional)
-      ai: {
-        provider: 'anthropic',
-        model: 'claude-haiku-4-5-20251001',
-      },
-
-      // Locale
+      features: { ai: true, sla: true, timeTracking: true, chat: true },
+      ai: { provider: 'anthropic', model: 'claude-haiku-4-5-20251001' },
       locale: 'fr',
-
-      // Email
-      email: {
-        fromAddress: 'support@example.com',
-        fromName: 'Support Team',
-      },
     }),
   ],
 })
 ```
 
-### Next.js Configuration
+```bash
+pnpm payload generate:importmap
+pnpm dev
+```
 
-Add the plugin to `transpilePackages` in your `next.config.mjs` so Next.js can resolve the view components:
+Open `/admin/support/inbox` for the agent inbox, or `/support` for the client portal. The plugin injects collections, API endpoints and admin views automatically — no external SaaS.
 
-```js
-// next.config.mjs
-import { withPayload } from '@payloadcms/next/withPayload'
+<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
 
-/** @type {import('next').NextConfig} */
-const nextConfig = {
-  transpilePackages: ['@consilioweb/payload-support'],
-}
+## 📦 Installation
 
-export default withPayload(nextConfig)
+### npm
+```bash
+npm install @consilioweb/payload-support
 ```
 
-Then regenerate the import map:
+### yarn
+```bash
+yarn add @consilioweb/payload-support
+```
 
+### pnpm
 ```bash
-pnpm generate:importmap
+pnpm add @consilioweb/payload-support
 ```
 
-<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" alt="line">
+**Peer dependencies:** `payload@^3`, `react@^18 || ^19`, `react-dom@^18 || ^19`, `next@^14 || ^15 || ^16`. `lucide-react` and the `@payloadcms/*` packages are optional depending on the features you enable. After adding admin components, run `pnpm payload generate:importmap`.
 
-## Configuration
+<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
 
-### `SupportPluginConfig`
+## 💻 Usage
+
+### Basic
 
 ```ts
-supportPlugin({
-  features: {},                    // Feature flags (see below)
-  ai: { provider, apiKey, model }, // AI provider config
-  email: { fromAddress, fromName, replyTo },
-  locale: 'fr',                    // 'fr' | 'en'
-  navGroup: 'Support',             // Sidebar group label
-  basePath: '/support',            // Admin view base path
-  userCollectionSlug: 'users',     // Agent collection slug
-  collectionSlugs: {               // Override any collection slug
-    tickets: 'my-tickets',
-    ticketMessages: 'my-messages',
-    // ...
-  },
-
-  // v0.2.0 — Webhook dispatch
-  webhooks: {
-    url: 'https://hooks.slack.com/services/...',
-    secret: process.env.WEBHOOK_SECRET,
-    events: ['ticket.created', 'ticket.resolved', 'ticket.assigned', 'ticket.replied'],
-  },
-
-  // v0.2.0 — OAuth restrictions
-  allowedEmailDomains: ['mycompany.com', 'partner.com'],
-})
+// All features are on by default — turn off what you don't need:
+supportPlugin({ features: { chat: false, pendingEmails: false }, locale: 'en' })
 ```
 
-### Feature Flags (25+)
-
-All features are **enabled by default** except `roundRobin` and `customStatuses`.
-
-| Flag | Default | Description |
-|------|---------|-------------|
-| `timeTracking` | `true` | Timer, manual entries, billing |
-| `ai` | `true` | Sentiment, synthesis, suggestion, rewrite |
-| `satisfaction` | `true` | CSAT surveys after resolution |
-| `chat` | `true` | Live chat sessions |
-| `emailTracking` | `true` | Pixel tracking, open status |
-| `canned` | `true` | Quick reply templates |
-| `merge` | `true` | Merge two tickets |
-| `snooze` | `true` | Temporarily hide ticket |
-| `externalMessages` | `true` | Add external messages |
-| `clientHistory` | `true` | Past tickets sidebar |
-| `activityLog` | `true` | Audit trail |
-| `splitTicket` | `true` | Extract message to new ticket |
-| `scheduledReplies` | `true` | Future message sending |
-| `autoClose` | `true` | Close inactive tickets |
-| `autoCloseDays` | `7` | Days before auto-close |
-| `roundRobin` | `false` | Distribute tickets to agents |
-| `sla` | `true` | SLA policies & alerts |
-| `webhooks` | `true` | Outbound HTTP hooks |
-| `macros` | `true` | Multi-action shortcuts |
-| `customStatuses` | `false` | Configurable ticket statuses |
-| `collisionDetection` | `true` | Multi-agent collision warning |
-| `signatures` | `true` | Per-agent email signatures |
-| `chatbot` | `true` | AI self-service chatbot |
-| `bulkActions` | `true` | Bulk ticket operations |
-| `commandPalette` | `true` | ⌘K search |
-| `knowledgeBase` | `true` | FAQ / knowledge base |
-| `pendingEmails` | `true` | Inbound email queue |
-| `authLogs` | `true` | Authentication audit logs (v0.2.0) |
-
-<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" alt="line">
-
-## AI Providers
-
-### Anthropic (Claude)
+### Advanced
 
 ```ts
 supportPlugin({
-  ai: {
-    provider: 'anthropic',
-    apiKey: process.env.ANTHROPIC_API_KEY,
-    model: 'claude-haiku-4-5-20251001', // fast & affordable
-  },
+  features: { ai: true, sla: true, roundRobin: true, webhooks: true, snooze: true },
+  ai: { provider: 'ollama', model: 'qwen2.5', baseUrl: process.env.OLLAMA_API_URL },
+  email: { fromName: 'Support ACME', fromAddress: 'support@acme.com', replyTo: 'support@acme.com' },
+  allowedEmailDomains: ['acme.com'],          // restrict OAuth auto-registration
+  collectionSlugs: { tickets: 'support-tickets' }, // slug overrides
+  navGroup: 'Support',
+  basePath: '/support',
 })
 ```
 
-### OpenAI
+### Run the AI agent on a ticket
 
 ```ts
-supportPlugin({
-  ai: {
-    provider: 'openai',
-    apiKey: process.env.OPENAI_API_KEY,
-    model: 'gpt-4o-mini',
-  },
+await fetch('/api/support/ai-agent', {
+  method: 'POST',
+  headers: { 'Content-Type': 'application/json' },
+  body: JSON.stringify({ ticketId, confidenceThreshold: 0.7 }),
 })
 ```
 
-### Ollama (self-hosted)
+<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
 
-```ts
-supportPlugin({
-  ai: {
-    provider: 'ollama',
-    baseUrl: 'https://ollama.example.com',
-    model: 'qwen2.5:32b',
-  },
-})
+## 🔌 API Reference
+
+### `supportPlugin(config)`
+
+The Payload plugin. Adds collections, admin views, editor components and API endpoints.
+
+```typescript
+supportPlugin(config?: SupportPluginConfig): Plugin
+```
+
+### Exports
+
+```typescript
+import { supportPlugin, generateTicketSynthesis, dispatchWebhook } from '@consilioweb/payload-support'
+import type { SupportPluginConfig, SupportFeatures } from '@consilioweb/payload-support'
 ```
 
-<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" alt="line">
+### Key HTTP endpoints (under `/api/support`)
 
-## Package Exports
+| Method | Path | Purpose |
+|---|---|---|
+| `POST` | `/ai` | Sentiment, reply suggestion, rewrite, synthesis (admin). |
+| `POST` | `/ai-agent` | **Autonomous AI agent** — answers from the KB or escalates. |
+| `POST` | `/login`, `/2fa`, `/oauth/google` | Client portal auth (password, 2FA, OAuth). |
+| `GET` | `/admin-stats` | Dashboard KPIs (real volume series, CSAT, NPS). |
+| `GET` | `/billing`, `/billing/invoice` | Pre-billing + print-ready invoice. |
+| `POST` | `/process-snooze`, `/process-digests`, `/process-scheduled`, `/auto-close` | Cron jobs (guarded by `x-cron-secret`). |
 
-```ts
-// Server — plugin, types, collections
-import { supportPlugin, DEFAULT_FEATURES } from '@consilioweb/payload-support'
-import type {
-  SupportPluginConfig,
-  SupportFeatures,
-  AIProviderConfig,
-  TicketData,
-  MessageData,
-} from '@consilioweb/payload-support'
-
-// Client — React components for Payload admin
-import { /* components */ } from '@consilioweb/payload-support/client'
-
-// Views — server components wrapped in DefaultTemplate
-import { /* views */ } from '@consilioweb/payload-support/views'
+<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
+
+## ⚙️ Configuration
+
+| Option | Type | Default | Description |
+|--------|------|---------|-------------|
+| `features` | `SupportFeatures` | all `true` | Toggle each feature on/off. |
+| `ai` | `AIProviderConfig` | `anthropic` | AI provider: `anthropic` \| `openai` \| `ollama` \| `custom`. |
+| `email` | `EmailConfig` | — | `fromName`, `fromAddress`, `replyTo`. |
+| `locale` | `'fr' \| 'en'` | `'fr'` | Admin/portal language. |
+| `basePath` | `string` | `'/support'` | Admin views prefix. |
+| `userCollectionSlug` | `string` | `'users'` | Agents collection. |
+| `allowedEmailDomains` | `string[]` | — | Domains allowed for OAuth auto-registration. |
+| `collectionSlugs` | `object` | — | Collection slug overrides. |
+| `skipCollections` / `skipViews` / `skipEndpoints` | `boolean` | `false` | Skip injecting that part. |
+
+### Environment variables
+
+| Env var | Required | Description |
+|---------|----------|-------------|
+| `PAYLOAD_SECRET` | ✅ | Payload secret (also signs 2FA & tracking). |
+| `NEXT_PUBLIC_SERVER_URL` | ✅ | Public URL (email/portal links). |
+| `CRON_SECRET` | for crons | `x-cron-secret` header for the cron endpoints. |
+| `ANTHROPIC_API_KEY` / `OLLAMA_API_URL` | if AI | AI provider keys/URL. |
+| `GOOGLE_OAUTH_CLIENT_ID` / `_SECRET` | if OAuth | Portal Google sign-in. |
+| `VAPID_PUBLIC_KEY` / `VAPID_PRIVATE_KEY` | if push | Web Push keys (`npx web-push generate-vapid-keys`). |
+| `VAPID_SUBJECT` | optional | Push contact (`mailto:` or URL), defaults to `mailto:support@example.com`. |
+| `SUPPORT_TEAM_SCOPING` | optional | `1` to scope agents to their team's tickets. |
+| `SUPPORT_EMAIL` / `SUPPORT_REPLY_TO` | optional | From/reply-to addresses. |
+
+<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
+
+## ⚡ Performance
+
+Engineered to stay fast under load (no fabricated benchmarks — figures depend on your volume and host):
+
+| Concern | Approach |
+|---------|----------|
+| Settings reads | In-process cache (TTL + invalidation) — avoids ~8 redundant DB reads per ticket mutation. |
+| List queries | SQLite indexes on filtered fields — inbox/dashboard/SLA in `O(index)` instead of full scans. |
+| Email sends | Fire-and-forget — the response no longer waits on the SMTP round-trip (−200-500 ms). |
+| Stats & billing | Paginated aggregation + bounded `select` — never loads all tickets in memory. |
+| AI synthesis | Cached per ticket — no LLM recompute on every view. |
+
+<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
+
+## 📚 Examples
+
+### Automation rule (no code)
+
+Create a **Automation Rules** entry: `event = ticket_created`, condition `category = bug`, action `set_priority = urgent`. New "bug" tickets become "urgent" automatically.
+
+### Wire the cron jobs
+
+```bash
+# Hourly: auto-close, snooze wake-up, scheduled replies
+curl -X POST https://your-app/api/support/auto-close      -H "x-cron-secret: $CRON_SECRET"
+curl -X POST https://your-app/api/support/process-snooze  -H "x-cron-secret: $CRON_SECRET"
+# Daily / weekly: notification digests
+curl -X POST https://your-app/api/support/process-digests -H "x-cron-secret: $CRON_SECRET" -d '{"frequency":"daily"}'
 ```
 
-<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" alt="line">
+<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
 
-## Roadmap
+## ❓ FAQ
 
-- Custom ticket statuses — dynamic workflow states instead of hardcoded open/waiting/resolved
-- Snooze tickets — hide from inbox until a specified date
-- Billing & invoicing — time-based billing, invoice PDF generation
-- Knowledge base search — client portal FAQ with full-text search
-- Email inbound processing — parse email replies into ticket messages
-- Real-time typing indicators via SSE
-- Canned responses / macros UI — quick reply templates in admin
-- Dashboard analytics — charts, trends, response times, SLA compliance
-- Multi-language client portal — full i18n beyond FR/EN
-- File attachments on ticket messages
-- Ticket tags & custom fields
+<details>
+<summary><b>Which databases are supported?</b></summary>
 
-<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" alt="line">
+Built and tested on **SQLite** (`@payloadcms/db-sqlite`) with a sequential seed and `busyTimeout`. It works with any Payload adapter, but indexes and queries were validated on SQLite.
 
-## Requirements
+</details>
 
-- **Node.js** >= 18
-- **Payload CMS** 3.x
-- **React** 18.x or 19.x
-- **Database**: Any Payload-supported adapter (SQLite, PostgreSQL, MongoDB)
+<details>
+<summary><b>What Node / Payload versions are supported?</b></summary>
 
-<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" alt="line">
+Node.js 18+, Payload 3.x, React 18 or 19.
 
-## ☕ Support
+</details>
 
-If this plugin saves you time, consider buying me a coffee!
+<details>
+<summary><b>Is there TypeScript support?</b></summary>
 
-<a href="https://buymeacoffee.com/pown3d">
-  <img src="https://cdn.buymeacoffee.com/buttons/v2/default-yellow.png" alt="Buy Me A Coffee" width="217" />
-</a>
+Yes — strict TypeScript, with business types exported (`SupportPluginConfig`, `SupportFeatures`, …).
 
-## License
+</details>
 
-[MIT](LICENSE)
+<details>
+<summary><b>Do I need an external AI service?</b></summary>
 
-<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" alt="line">
+No. AI features are optional and you can run **self-hosted Ollama** to depend on no cloud (sovereignty/GDPR). Anthropic and OpenAI are also supported.
 
-<div align="center">
+</details>
 
-### Author
+<details>
+<summary><b>How do I migrate the schema in production?</b></summary>
 
-**Made with passion by [ConsilioWEB](https://consilioweb.fr)**
+In standalone mode the schema isn't auto-migrated: generate/push the schema (new fields and collections) before deploying. See [Troubleshooting](#-troubleshooting).
 
-<a href="https://www.linkedin.com/in/christophe-lopez/">
-  <img src="https://img.shields.io/badge/LinkedIn-0077B5?style=for-the-badge&logo=linkedin&logoColor=white" alt="LinkedIn">
-</a>
-<a href="https://github.com/pOwn3d">
-  <img src="https://img.shields.io/badge/GitHub-100000?style=for-the-badge&logo=github&logoColor=white" alt="GitHub">
-</a>
-<a href="https://consilioweb.fr">
-  <img src="https://img.shields.io/badge/Website-consilioweb.fr-3B82F6?style=for-the-badge&logo=google-chrome&logoColor=white" alt="Website">
+</details>
+
+<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
+
+## 🔧 Troubleshooting
+
+### `useServerFunctions must be used within ServerFunctionsProvider`
+
+Use Payload **3.75+** for all `@payloadcms/*` packages (aligned versions).
+
+### `SQLITE_BUSY` / database is locked during seed
+
+Make the seed **sequential** (no `Promise.all` on inserts) and add `busyTimeout: 10000` to the SQLite adapter.
+
+### Admin views don't load
+
+Regenerate the import map after adding components: `pnpm payload generate:importmap`. In a plugin/headless context, use `skipViews: true` if you don't mount the admin UI.
+
+### New fields/collections missing in production
+
+Standalone doesn't run migrations: push the schema for `googleId`, `twoFactorVerifiedAt`, `slaPausedAt`, `nps`, `mentions`, and the `notification-queue` / `automation-rules` collections.
+
+<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
+
+## 🔐 Security
+
+Security is a first-class concern — several guardrails are validated by integration tests.
+
+- **Cross-client isolation** — a client can never read another's tickets/messages (filtered by owned tickets).
+- **2FA** enforced server-side (`beforeLogin`); **OAuth** verifies the Google email.
+- **Sanitization** of message HTML server-side (stored-XSS protection).
+- **HMAC-signed** webhooks, signed tracking pixel, fail-closed secrets.
+
+### Reporting Security Issues
+
+Please email **contact@consilioweb.fr** instead of opening a public issue.
+
+### Best Practices
+
+- ✅ Set a strong `PAYLOAD_SECRET` (never a default value)
+- ✅ Set `CRON_SECRET` to protect the cron endpoints
+- ✅ Restrict read access to the `media` collection to the ticket owner
+- ✅ Put the app behind a trusted proxy (`x-forwarded-for` header)
+- ✅ Keep the plugin up-to-date
+
+<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
+
+## 🤝 Contributing
+
+Contributions are very welcome!
+
+1. **Fork** the repository
+2. **Create** a feature branch (`git checkout -b feature/AmazingFeature`)
+3. **Commit** your changes (`git commit -m 'feat: add AmazingFeature'`)
+4. **Push** the branch (`git push origin feature/AmazingFeature`)
+5. **Open** a Pull Request
+
+Run the checks before submitting:
+
+```bash
+npm run typecheck && npm test && npm run build
+```
+
+<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
+
+## 📝 Changelog
+
+See [CHANGELOG.md](CHANGELOG.md) for the full history.
+
+### [1.1.0] — 2026-06-25
+
+- 🎯 **Per-team SLA policies & dashboards** (team policy overrides the default, `?teamId=` scoping).
+- 🔔 **Native push / browser notifications** (Web Push / VAPID, agent pushed on new client messages).
+- 🎭 **End-to-end UI test harness** (browser-driven admin via Playwright, `pnpm test:e2e`).
+- ✅ 109 integration tests (up from 102).
+
+### [1.0.0] — 2026-06-25
+
+- ✨ Complete ticketing, SLA (+ pause-on-hold), automation & **visual rules engine**.
+- 🤖 AI (sentiment, suggestion, synthesis, chatbot) + **autonomous AI agent**.
+- 💬 Live chat, client portal (2FA, OAuth), knowledge base.
+- 💶 Time tracking, pre-billing & print-ready invoice.
+- 📊 CSAT + NPS, real volume series, digests, webhooks.
+- 🔐 Security hardening (cross-client isolation, anti-XSS, server-side 2FA).
+- ✅ Integration test harness (Payload + in-memory SQLite), 102 tests.
+
+<details>
+<summary><b>Previous versions (0.x)</b></summary>
+
+- **0.16.0** — Manual client reminder + auto-close after 24h
+- **0.15.0** — Next 16 compatibility + accumulated features
+- **0.9.0 → 0.9.13** — Enriched views (Client Intelligence, Billing), bundled RichTextEditor, code blocks in emails, inline message editing, enriched pre-billing, per-ticket cached AI synthesis, multi-style rewriting
+- **0.6.0 → 0.6.4** — Split build (`bundle:false`) for Next.js RSC compatibility + barrel exports
+- **0.5.0** — Full i18n across the 13 admin views
+- **0.4.0** — Per-user preferences (locale, signature) vs global settings
+- **0.3.0** — Feature parity with ConsilioWEB + `skipCollections` / `skipViews` / `skipEndpoints`
+- **0.2.0** — 2026-04-08 — Security overhaul, SSE live chat, webhooks, SLA, scheduled replies, client portal
+- **0.1.0** — 2026-04-08 — Initial scaffold: `supportPlugin()`, 15 collections, feature flags, AI provider abstraction
+
+</details>
+
+<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
+
+## 🗺️ Roadmap
+
+- [x] Ticketing, SLA, time tracking & billing
+- [x] AI assists + autonomous AI agent
+- [x] Live chat, client portal, knowledge base
+- [x] Visual automation-rules engine
+- [x] Native binary PDF invoice (alongside the print-ready HTML)
+- [x] Full admin i18n (all views)
+- [x] Social channels (WhatsApp, Messenger)
+- [x] Multi-team / workspaces mode
+- [x] Per-team SLA policies & dashboards
+- [x] Native push / browser notifications
+- [x] End-to-end UI test harness (browser-driven admin)
+
+<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
+
+## ☕ Support
+
+If this plugin saves you time, consider buying me a coffee!
+
+<a href="https://buymeacoffee.com/pown3d">
+  <img src="https://cdn.buymeacoffee.com/buttons/v2/default-yellow.png" alt="Buy Me A Coffee" width="217" />
 </a>
 
-<br><br>
+<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
+
+## 📄 License
+
+Licensed under the **MIT License**. See the [LICENSE](LICENSE) file for details.
 
-<img src="https://capsule-render.vercel.app/api?type=waving&color=gradient&customColorList=6,11,20&height=100&section=footer" width="100%"/>
+<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
 
+<div align="center" style="padding: 40px 0; color: #666; border-top: 1px solid #e0e0e0; margin-top: 50px;">
+  <p style="margin: 10px 0;">Built and maintained by <a href="https://consilioweb.fr" style="color: #1f8a5b; text-decoration: none;">ConsilioWEB</a></p>
+  <p style="margin: 10px 0; font-size: 13px;">
+    <a href="https://github.com/pOwn3d/payload-support#readme" style="color: #1f8a5b; text-decoration: none; margin: 0 15px;">Documentation</a>
+    <a href="https://github.com/pOwn3d/payload-support/issues" style="color: #1f8a5b; text-decoration: none; margin: 0 15px;">Issues</a>
+    <a href="https://www.npmjs.com/package/@consilioweb/payload-support" style="color: #1f8a5b; text-decoration: none; margin: 0 15px;">npm</a>
+  </p>
 </div>