@consilioweb/payload-support 2.0.0 → 3.0.0

package/README.md

@@ -1,98 +1,115 @@
-<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>
+# @consilioweb/payload-support
+
+> A self-hosted support and ticketing system for Payload CMS 3 + Next.js: tickets, SLA, live chat, a client portal, time tracking and invoicing, AI assists and an automation-rules engine.
+
+[![npm](https://img.shields.io/npm/v/@consilioweb/payload-support.svg)](https://www.npmjs.com/package/@consilioweb/payload-support)
+[![license](https://img.shields.io/badge/license-MIT-blue.svg)](LICENSE)
+[![payload](https://img.shields.io/badge/payload-%5E3.37-blue.svg)](https://payloadcms.com)
+
+## About
+
+`supportPlugin()` turns a Payload 3 admin into a helpdesk: it injects 14 to 25 collections
+(depending on the feature flags), 13 admin views and around 60 REST endpoints covering the whole
+ticket lifecycle — intake, assignment, SLA, replies by email or live chat, resolution, CSAT and
+billing. It is aimed at agencies and product teams who already run Payload and do not want to pay
+for, or export their customers' data to, a third-party support SaaS.
+
+Two things it deliberately does *not* do: it does not mount the client portal for you (the portal
+ships as a template you copy into your own `app/` directory — see
+[Mounting the client portal](#mounting-the-client-portal)), and it does not bundle an LLM SDK
+(install `@anthropic-ai/sdk` yourself if you enable the AI features).
+
+## Table of Contents
+
+- [Features](#features)
+- [Installation](#installation)
+- [Quick Start](#quick-start)
+- [Mounting the client portal](#mounting-the-client-portal)
+- [Configuration](#configuration)
+- [Deployment adapters](#deployment-adapters)
+- [API Endpoints](#api-endpoints)
+- [Webhooks](#webhooks)
+- [Collections](#collections)
+- [Package Exports](#package-exports)
+- [Requirements](#requirements)
+- [Security](#security)
+- [Performance](#performance)
+- [Troubleshooting](#troubleshooting)
+- [FAQ](#faq)
+- [Upgrading](#upgrading)
+- [Contributing](#contributing)
+- [Changelog](#changelog)
+- [Support](#support)
+- [License](#license)
+
+## Features
+
+- **Ticketing** — statuses, priorities, categories, tags, merge, split, snooze, scheduled replies,
+  internal notes, collaborators, and an append-only activity log (`create` and `update` are denied
+  to everyone; only hooks write to it).
+- **Agent inbox** — a keyboard-driven inbox view, bulk actions, macros, canned responses, and typing
+  and presence indicators.
+- **SLA** — per-team or default policies, business-hours deadlines, pause-on-hold, escalation, and a
+  `sla-check` endpoint that lists what is breaching.
+- **Automation** — an `automation-rules` collection (event → conditions → actions) and optional
+  round-robin assignment.
+- **AI assists** — sentiment, reply suggestion, multi-style rewrite, per-ticket cached synthesis, a
+  knowledge-base chatbot, a client-intelligence summary, and an autonomous agent that either answers
+  from the knowledge base or escalates. Anthropic, or `provider: 'ollama'` to reach a self-hosted
+  gateway through the same SDK pointed at your own `OLLAMA_API_URL`.
+- **Omnichannel** — inbound and outbound email with open tracking, live chat (SSE in the portal
+  widget, polling in the shipped agent console; the portal widget stays hidden until
+  `NEXT_PUBLIC_ENABLE_CHAT_WIDGET=true`), and a normalized inbound webhook for WhatsApp /
+  Messenger.
+- **Client portal** — password login, email 2FA, Google OAuth, ticket list and detail, FAQ, profile,
+  GDPR data export and account deletion. Shipped as a template you copy (see below).
+- **Time tracking and billing** — timer and manual entries, a per-ticket rollup, a time dashboard,
+  per-project pre-billing, and an invoice rendered as HTML or PDF.
+- **Reporting** — dashboard KPIs, CSAT and NPS, email statistics, CSV export.
+- **Notifications** — admin notifications, Web Push (VAPID), and daily/weekly digest emails.
+- **Webhooks** — HMAC-SHA256 signed outbound deliveries on ticket events.
+- **i18n** — French and English catalogs across the admin views, selectable per user.
+
+## Installation
 
-<div align="center">
-
-[![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)
-
-</div>
-
-<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
-
-## 📑 Table of Contents
-
-- [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 width="50%">
-
-**🎫 Complete ticketing**
-
-Statuses, priorities, categories, tags, merge/split, snooze, scheduled replies, internal notes, an immutable activity log and a keyboard-driven Superhuman-style inbox.
-
-</td>
-<td width="50%">
-
-**⏱️ SLA & automation**
-
-SLA policies (business hours + pause-on-hold), escalation, macros, round-robin, and a **visual automation-rules engine** (conditions → actions).
-
-</td>
-</tr>
-<tr>
-<td width="50%">
-
-**🤖 Built-in AI**
-
-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.
-
-</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.
-
-</td>
-</tr>
-<tr>
-<td width="50%">
-
-**💶 Time tracking & billing**
+```bash
+pnpm add @consilioweb/payload-support
+# or: npm install @consilioweb/payload-support
+# or: yarn add @consilioweb/payload-support
+```
 
-Timer, manual entries, time dashboard, per-project pre-billing and a **print-ready invoice** (HTML → PDF).
+**Peer dependencies** — all six are required, none is optional:
 
-</td>
-<td width="50%">
+```bash
+pnpm add payload@^3.37.0 @payloadcms/next@^3.37.0 next@^15.2.9 react@^19 react-dom@^19 lucide-react@">=0.300.0"
+```
 
-**📊 Reporting & privacy**
+- `payload@^3.37.0` — the Google OAuth endpoint imports `jwtSign` from the `payload` barrel, which
+  only exists from 3.37.0 on. Below that, the missing named export fails the whole
+  `payload.config.ts`, not just that endpoint.
+- `@payloadcms/next` and `next` — the 13 admin views are registered unless you pass
+  `skipViews: true`, and each imports `DefaultTemplate` from `@payloadcms/next/templates` plus
+  `next/navigation` / `next/link` statically. Both are already present in any Payload 3 admin app.
+- `lucide-react` — imported statically by `PendingEmailsView` and `TicketingSettingsView`. (The
+  third importer, `src/portal/LiveChat.tsx`, is a leftover: nothing in the shipped portal mounts
+  it.)
+
+**AI runtime dependency** — the AI features load `@anthropic-ai/sdk` through a runtime
+`require`/dynamic `import` and it is marked `external` at build time. It is intentionally not a
+dependency of this package, so install it yourself if you use `features.ai`, the chatbot, the
+autonomous agent, ticket synthesis, client intelligence or the AI conversation import:
 
-Real-time dashboard, **CSAT + NPS**, email tracking, HMAC-signed webhooks, notification digests, CSV exports. 100% self-hostable.
+```bash
+pnpm add @anthropic-ai/sdk
+```
 
-</td>
-</tr>
-</table>
+After adding admin components, regenerate the import map:
 
-<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
+```bash
+pnpm payload generate:importmap
+```
 
-## 🚀 Quick Start
+## Quick Start
 
 ```ts
 // payload.config.ts
@@ -103,8 +120,7 @@ export default buildConfig({
   plugins: [
     supportPlugin({
       features: { ai: true, sla: true, timeTracking: true, chat: true },
-      ai: { provider: 'anthropic', model: 'claude-haiku-4-5-20251001' },
-      locale: 'fr',
+      ticketNumber: { prefix: 'TK-', padding: 6 },
     }),
   ],
 })
@@ -115,55 +131,319 @@ pnpm payload generate:importmap
 pnpm dev
 ```
 
-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.
-
-<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
-
-## 📦 Installation
-
-### npm
-```bash
-npm install @consilioweb/payload-support
+Open `/admin/support/inbox` for the agent inbox and `/admin/support/settings` to pick the AI
+provider, the sender addresses, the SLA targets and the runtime feature flags.
+
+> **The client portal is not a route the plugin mounts.** `/support` returns 404 until you copy the
+> portal template into your own `app/` directory — see
+> [Mounting the client portal](#mounting-the-client-portal). Everything the portal talks to (the REST
+> endpoints, the auth/2FA/OAuth endpoints, the collections) *is* installed by the plugin; only the
+> Next.js pages have to live in your app.
+
+## Mounting the client portal
+
+The portal ships as a **template you copy**, not as an importable subpath — and that is a
+constraint, not an oversight: `src/portal/auth/layout.tsx` and three of its pages import
+`@payload-config`, an alias that only exists inside your application, and `src/portal/layout.tsx`
+renders its own `<html>`/`<body>` as a Next.js **root layout**. Neither can be resolved from
+`node_modules`, so there is no `./portal` export and `plugin.ts` registers no Next route.
+
+The sources are published in the tarball (`files` includes `src`), so copy them out of
+`node_modules` into a route group of your own `app/` directory. Two directories have to be
+renamed on the way in — the shipped names are plain folders, not Next.js route syntax — and
+`layout.tsx` has to sit at the **group** level, because it renders its own `<html>`/`<body>`
+and only one root layout per group may do that (the same convention `create-payload-app`
+uses for its `(payload)` / `(frontend)` groups):
+
+```text
+src/app/
+└── (support)/
+    ├── layout.tsx          ← src/portal/layout.tsx      (root layout of the group)
+    └── support/
+        ├── page.tsx        ← src/portal/page.tsx        → /support
+        ├── login/ register/ forgot-password/ reset-password/
+        └── (auth)/         ← src/portal/auth/           (route group: no URL segment)
+            ├── layout.tsx  (auth guard + header + chatbot and chat widgets)
+            ├── dashboard/ faq/ profile/
+            └── tickets/
+                ├── new/
+                └── [id]/   ← src/portal/auth/tickets/detail/  (the page reads `params.id`)
 ```
 
-### yarn
 ```bash
-yarn add @consilioweb/payload-support
+mkdir -p 'src/app/(support)/support'
+cp -R node_modules/@consilioweb/payload-support/src/portal/. 'src/app/(support)/support/'
+cd 'src/app/(support)'
+mv support/layout.tsx layout.tsx
+mv support/auth 'support/(auth)'
+mv 'support/(auth)/tickets/detail' 'support/(auth)/tickets/[id]'
 ```
 
-### pnpm
-```bash
-pnpm add @consilioweb/payload-support
-```
+That yields `/support`, `/support/login`, `/support/register`, `/support/forgot-password`,
+`/support/reset-password` and, behind the auth layout, `/support/dashboard`, `/support/faq`,
+`/support/profile`, `/support/tickets/new` and `/support/tickets/<id>` — exactly the paths the
+plugin's notification emails and the portal's own links point to, so the renames are
+mandatory, not cosmetic.
 
-**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`.
+What your app must provide for those pages to work:
 
-<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
+| Requirement | Why |
+|---|---|
+| The `@payload-config` alias | The authenticated pages call `getPayload({ config })` directly. Standard in a `create-payload-app` project. |
+| **Tailwind CSS** | 28 of the 35 portal files are styled with Tailwind utility classes only. Without Tailwind the portal renders unstyled. |
+| `@payloadcms/richtext-lexical` | `auth/faq/page.tsx` renders knowledge-base entries with `RichText` from `@payloadcms/richtext-lexical/react`. It is **not** a peer dependency of this plugin — add it yourself if you mount the FAQ page. |
+| `NEXT_PUBLIC_SERVER_URL` | Email and portal links are built from it. |
+| `NEXT_PUBLIC_SUPPORT_PHONE` | The ticket detail page prints a support phone number; without this variable it prints the placeholder `01 23 45 67 89` to your clients. |
 
-## 💻 Usage
+`lucide-react` is **not** needed by the pages above: the only portal file importing it is
+`src/portal/LiveChat.tsx`, which the shipped `(auth)` layout never mounts. It stays a required peer
+for the admin views.
 
-### Basic
+The `(auth)` layout mounts two widgets. `ChatbotWidget` is always rendered; `ChatWidget` — the
+floating live-chat FAB — returns `null` unless the host app sets
+`NEXT_PUBLIC_ENABLE_CHAT_WIDGET=true`, whatever `features.chat` says.
 
-```ts
-// All features are on by default — turn off what you don't need:
-supportPlugin({ features: { chat: false, pendingEmails: false }, locale: 'en' })
+Because it is a copy, the portal is yours to restyle and re-brand; the trade-off is that
+plugin upgrades do not update it. Diff it against
+`node_modules/@consilioweb/payload-support/src/portal` after a version bump.
+
+## Configuration
+
+### Plugin options
+
+| Option | Type | Default | Description |
+|---|---|---|---|
+| `features` | `SupportFeatures` | see below | Build-time feature flags — decide which collections, endpoints and views exist. |
+| `rateLimitStore` | `RateLimitStore \| 'payload'` | in-memory | Shared storage for the endpoint rate limits. `'payload'` adds the `support-rate-limits` collection. |
+| `ticketNumber` | `{ prefix?, padding? }` | `{ prefix: 'TK-', padding: 4 }` | Sequential ticket-number formatting, backed by an atomic counter. |
+| `capabilities` | `SupportCapabilities` | — | Host adapters for SMS, inbound email, digests, AI titles/summaries, detailed billing, volunteering, thread cleanup and project suggestions. See [Deployment adapters](#deployment-adapters). |
+| `basePath` | `string` | `'/support'` | Prefix of the admin view routes (`/admin<basePath>/inbox`, …). The conversation-import view is the exception: it is registered at the fixed `/admin/import-conversation`. |
+| `userCollectionSlug` | `string` | `'users'` | The staff/agent auth collection. |
+| `allowedEmailDomains` | `string[]` | — | Restricts Google OAuth **auto-registration** to these domains. Existing accounts are unaffected. |
+| `collectionSlugs` | `object` | see [Collections](#collections) | Per-collection slug overrides. |
+| `notificationSlug` | `string` | `'admin-notifications'` | Collection the plugin writes admin notifications to. |
+| `conversationComponent` | `string` | `'@consilioweb/payload-support/components/TicketConversation'` | Import path of the conversation UI field rendered on a ticket. |
+| `projectCollectionSlug` | `string` | — | When set, adds a `project` relationship to tickets (and enables per-project billing). |
+| `documentsCollectionSlug` | `string` | — | When set, adds quote/invoice upload fields to tickets. |
+| `skipCollections` | `boolean` | `false` | Do not inject the collections. |
+| `skipViews` | `boolean` | `false` | Do not inject the admin views. |
+| `skipEndpoints` | `boolean` | `false` | Do not inject the REST endpoints. |
+
+### Options accepted but not read
+
+Four keys are part of `SupportPluginConfig` but no code path reads them. They are listed here so you
+do not configure them and wonder why nothing changes:
+
+| Option | What actually decides | Where to set it |
+|---|---|---|
+| `ai` (`AIProviderConfig`) | `settings.ai.provider` / `settings.ai.model` | Admin → Support → Settings, or `POST /api/support/settings`. Defaults to `anthropic` / `claude-haiku-4-5-20251001`. |
+| `email` (`EmailConfig`) | `settings.email.*`, falling back to `SUPPORT_EMAIL` / `SUPPORT_REPLY_TO` | Same settings view, or the environment. |
+| `locale` | The per-user preference | `GET`/`POST /api/support/user-prefs` (defaults to `fr`). |
+| `navGroup` | — | Nowhere: each collection hard-codes its own `admin.group`. 20 sit under `Support`, three under `Gestion` (`canned-responses`, `ticket-activity-log`, `time-entries`), and `support-counters` / `support-rate-limits` declare none — they are `hidden` anyway. |
+
+### Build-time feature flags
+
+`supportPlugin({ features })` accepts `SupportFeatures`. Every flag defaults to `true` except
+`roundRobin` and `customStatuses`; `autoCloseDays` defaults to `7`.
+
+| Flag | Default | Turning it off removes |
+|---|---|---|
+| `ai` | `true` | `client-summaries`, `/support/ai`, `/support/ai-agent`, `/support/client-intelligence`, `/support/ticket-synthesis` |
+| `timeTracking` | `true` | `time-entries`, `/support/billing`, `/support/billing/invoice`, the Time dashboard view |
+| `chat` | `true` | `chat-messages`, the four chat endpoints, the Chat view |
+| `emailTracking` | `true` | `email-logs`, `/support/email-stats`, `/support/track-open`, the Tracking view |
+| `pendingEmails` | `true` | `pending-emails`, `/support/pending-emails/:id/process`, the Pending emails view |
+| `sla` | `true` | `sla-policies`, `/support/sla-check` |
+| `webhooks` | `true` | `webhook-endpoints` (and therefore every outbound delivery) |
+| `macros` | `true` | `macros`, `/support/apply-macro` |
+| `authLogs` | `true` | `auth-logs` |
+| `customStatuses` | `false` | *(off by default)* `ticket-statuses`, `/support/statuses` |
+| `autoClose` | `true` | `/support/auto-close`, `/support/send-reminder` |
+| `autoCloseDays` | `7` | — (projection of `settings.autoClose.daysBeforeClose`) |
+| `snooze` | `true` | `/support/process-snooze` |
+| `scheduledReplies` | `true` | `/support/process-scheduled` |
+| `satisfaction` | `true` | `/support/satisfaction` |
+| `merge` | `true` | `/support/merge-tickets` |
+| `splitTicket` | `true` | `/support/split-ticket` |
+| `bulkActions` | `true` | `/support/bulk-action` |
+| `collisionDetection` | `true` | `/support/typing`, `/support/presence` |
+| `signatures` | `true` | `/support/signature` |
+| `chatbot` | `true` | `/support/chatbot` |
+| `roundRobin` | `false` | *(off by default)* `/support/round-robin-config` |
+| `canned`, `externalMessages`, `clientHistory`, `activityLog` | `true` | Nothing at build time — they exist as runtime flags (below) and only hide UI sections. |
+| `commandPalette`, `knowledgeBase` | `true` | Nothing — no code reads either flag, at build time or at runtime. |
+
+### Build-time vs runtime feature flags
+
+Two distinct things share the word "features", and they act at different moments:
+
+| | `supportPlugin({ features })` | Runtime flags (Settings view) |
+|---|---|---|
+| Type | `SupportFeatures` (28 keys) | `TicketingFeatures` (16 keys) |
+| Decides | which collections and endpoints **exist** | which UI sections are **shown**, plus round-robin and auto-close |
+| Changed by | editing `payload.config.ts` + redeploy | an admin, in the ticketing settings view |
+| Stored in | code | the `features` block of the `support-settings` preference row |
+
+Turning a feature off at build time removes its collection and endpoints, so the matching runtime
+flag has nothing left to show. Runtime flags only ever narrow what a build-time-enabled feature
+exposes.
+
+Runtime flags are read through `GET /api/support/settings` and written through
+`POST /api/support/settings` (admin-only). They apply to every browser and to server-side code — the
+auto-assign hook and the auto-close cron read the same values. `localStorage` is still written, but
+only as a cache so an admin screen stays usable when the settings call fails; it is never
+authoritative.
+
+Two flags are projections, deliberately not stored twice: `features.autoClose` mirrors
+`settings.autoClose.enabled`, and `features.autoCloseDays` mirrors
+`settings.autoClose.daysBeforeClose`.
+
+> **Upgrading from ≤ 2.0.1** — flags used to live in each browser's `localStorage`
+> (`ticketing_features`). The first admin view loaded after the upgrade pushes that browser's values
+> to the server, once, if the server has none yet; from then on the server wins. Nothing to run by
+> hand, nothing is lost. If several machines disagree, the first one to load seeds the server and the
+> others adopt its copy.
+
+### Environment variables
+
+| Variable | Required | Description |
+|---|---|---|
+| `PAYLOAD_SECRET` | yes | Payload secret. Also signs the 2FA tokens and the email tracking pixels; the 2FA endpoint refuses to operate without it. |
+| `NEXT_PUBLIC_SERVER_URL` | yes | Public URL used to build every email and portal link. |
+| `CRON_SECRET` | for the cron endpoints | Expected value of the `x-cron-secret` header. |
+| `ANTHROPIC_API_KEY` | with the `anthropic` provider | Anthropic API key. |
+| `OLLAMA_API_URL` | with the `ollama` provider | Base URL of your own AI gateway, used as the SDK `baseURL`. **Mandatory** — there is no default host, and the AI paths throw `500 "provider 'ollama' requires OLLAMA_API_URL"` rather than sending ticket content anywhere you did not choose. |
+| `GOOGLE_OAUTH_CLIENT_ID` / `GOOGLE_OAUTH_CLIENT_SECRET` | for portal OAuth | Google sign-in on the portal. |
+| `VAPID_PUBLIC_KEY` / `VAPID_PRIVATE_KEY` | for Web Push | Generate with `npx web-push generate-vapid-keys`. |
+| `VAPID_SUBJECT` | optional | Push contact (`mailto:` or URL). Defaults to `mailto:support@example.com`. |
+| `SUPPORT_EMAIL` / `SUPPORT_REPLY_TO` | optional | Fallback sender / reply-to addresses when the settings row leaves them empty. |
+| `SUPPORT_CLIENT_BCC` | optional | Archive mailbox blind-copied on client-facing emails. Use a dedicated address, not `support@`, or the inbound anti-loop guard will re-create tickets from the copies. |
+| `SUPPORT_TEAM_SCOPING` | optional | `1` or `true` to scope agents to their own team's tickets. |
+| `SUPPORT_WEBHOOK_SECRET` | for machine imports | Expected value of the `x-webhook-secret` header on `POST /api/support/import-conversation`. |
+| `CHANNELS_WEBHOOK_SECRET` | for social channels | Expected value of the `x-channel-secret` header on `POST /api/support/channels/webhook`. |
+| `WHATSAPP_TOKEN` / `WHATSAPP_PHONE_ID` | for WhatsApp replies | Outbound WhatsApp credentials. |
+| `MESSENGER_PAGE_TOKEN` | for Messenger replies | Outbound Messenger page token. |
+| `CONTACT_EMAIL` | optional | Address treated as "the admin" when importing an existing email conversation. |
+| `NEXT_PUBLIC_ENABLE_CHAT_WIDGET` | to show the portal chat widget | `'true'` mounts the floating live-chat widget in the portal `(auth)` layout. Anything else — including leaving it unset — makes `ChatWidget` return `null`, so `features.chat: true` on its own displays nothing to clients. |
+| `NEXT_PUBLIC_SUPPORT_PHONE` | for the portal ticket page | Support phone number shown on the portal ticket detail page. Set it: the fallback is the placeholder `01 23 45 67 89`. |
+| `NEXT_PUBLIC_SUPPORT_SEND_ALIASES` | optional | Comma-separated "send as" identities offered in the agent composer. Empty by default, and then the composer offers only the agent themselves. |
+| `NEXT_PUBLIC_SMTP_HOST` / `NEXT_PUBLIC_SMTP_PORT` | optional | Shown read-only in the Settings view. Informational only — mail is sent through `payload.sendEmail`, so these change nothing about delivery. |
+
+### Cron jobs
+
+Four endpoints are meant to be called by a scheduler and are guarded by the `x-cron-secret` header.
+Note that `auto-close` is a **GET**:
+
+```bash
+# Hourly
+curl -X GET  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"
+curl -X POST https://your-app/api/support/process-scheduled -H "x-cron-secret: $CRON_SECRET"
+
+# Daily / weekly
+curl -X POST https://your-app/api/support/process-digests -H "x-cron-secret: $CRON_SECRET" \
+  -H "Content-Type: application/json" -d '{"frequency":"daily"}'
 ```
 
-### Advanced
+### Automation rules
+
+`automation-rules` is edited in the admin, no code required. A rule has a trigger
+(`ticket_created`, `ticket_updated` or `ticket_status_changed`), a match mode (`all` / `any`), a list
+of conditions (field, `equals` / `not_equals` / `contains`, value) and a list of actions
+(`set_status`, `set_priority`, `set_category`, `assign`, `add_tag`). For example: trigger
+`ticket_created`, condition `category equals bug`, action `set_priority = urgent`.
+
+## Deployment adapters
+
+The plugin owns the generic support workflow; anything provider-specific stays in your application
+and is injected through `capabilities`. Every key is optional and a missing adapter simply disables
+the corresponding behaviour (`inboundEmail`, `projectSuggestions` and `aiTitles` also gate the
+endpoints they need).
 
 ```ts
 supportPlugin({
-  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',
+  rateLimitStore: 'payload',
+  capabilities: {
+    sms: {
+      adapter: {
+        isConfigured: () => Boolean(process.env.SMS_PROVIDER_ACCOUNT),
+        send: async ({ message, to }) => mySmsProvider.send({ message, to }),
+      },
+    },
+    inboundEmail: {
+      secret: process.env.SUPPORT_WEBHOOK_SECRET,
+      secretHeader: 'x-webhook-secret',
+      handle: handleInboundSupportEmail,
+    },
+    detailedBilling: true,
+    volunteering: true,
+  },
 })
 ```
 
-### Run the AI agent on a ticket
+| Capability | Shape | Effect |
+|---|---|---|
+| `sms` | `{ adapter, buildMessage? }` | Sends an SMS alongside the client notification. |
+| `digests` | `boolean` | **Inert** — no code reads it. `notification-queue` and `POST /api/support/process-digests` are registered unconditionally. |
+| `inboundEmail` | `{ handle, secret?, secretHeader? }` | Registers `POST /api/support-webhook/inbound-email`, validated and rate-limited by the plugin. |
+| `aiTitles` | `{ generate }` | Registers `POST /api/support/ticket-title` and `POST /api/support/generate-missing-titles`, and adds the title fields on clients. |
+| `aiSummaries` | `{ generate }` | Overrides the default resolved-ticket synthesis generator. |
+| `detailedBilling` | `boolean` | Adds the billing-line fields and their invoicing state. |
+| `volunteering` | `boolean` | Adds pro-bono tracking and its estimated value. |
+| `threadCleanup` | `{ clean }` | Best-effort cleanup of noisy messages after an inbound client reply. |
+| `projectSuggestions` | `{ suggest }` | Registers `POST /api/support/suggest-projects`. |
+
+## API Endpoints
+
+All paths are relative to `/api`. "Staff" means a user of `userCollectionSlug` (default `users`);
+"client" means a `support-clients` user. The *Flag* column names the build-time feature flag that has
+to stay enabled for the endpoint to be registered.
+
+### Tickets and agent tools
+
+| Method | Path | Access | Flag | Purpose |
+|---|---|---|---|---|
+| `GET` | `/support/search` | staff | — | Global search over tickets, messages, clients and the knowledge base. |
+| `GET` | `/support/kb/search` | public | — | Knowledge-base search (used by the portal and the chatbot). |
+| `GET` | `/support/statuses` | authenticated | `customStatuses` | Ticket statuses, sorted. |
+| `POST` | `/support/bulk-action` | staff | `bulkActions` | Apply one action to many tickets. |
+| `POST` | `/support/merge-tickets` | staff | `merge` | Merge a source ticket into a target. |
+| `POST` | `/support/split-ticket` | staff | `splitTicket` | Extract a message into a new ticket. |
+| `POST` | `/support/apply-macro` | staff | `macros` | Run a multi-action macro on a ticket. |
+| `POST` | `/support/tickets/:id/escalate` | staff | — | Move a ticket to `escalated`. |
+| `POST` | `/support/tickets/:id/transfer` | staff or ticket owner | — | Email a conversation recap to an external address. |
+| `POST` | `/support/tickets/:id/invite` | staff or ticket owner | — | Invite a collaborator on the ticket. |
+| `POST` | `/support/tickets/:id/feedback` | client | — | Submit a rating (1-5) and an optional comment. |
+| `POST` | `/support/satisfaction` | client | `satisfaction` | Submit the CSAT survey of a resolved ticket. |
+| `POST` | `/support/send-reminder` | staff | `autoClose` | Nudge a client whose ticket awaits their reply. |
+| `POST` | `/support/resend-notification` | staff | — | Re-send the email notification of one message. |
+| `POST` | `/support/import-conversation` | staff, or `x-webhook-secret` | — | Import an existing email thread as a ticket. |
+| `GET`/`POST` | `/support/typing` | authenticated | `collisionDetection` | Typing indicator. |
+| `GET`/`POST` | `/support/presence` | staff | `collisionDetection` | Who is looking at this ticket. |
+| `GET`/`POST` | `/support/signature` | staff | `signatures` | Per-agent email signature. |
+| `GET`/`POST` | `/support/user-prefs` | staff | — | Per-user locale and signature. |
+
+### Portal authentication and GDPR
+
+| Method | Path | Access | Purpose |
+|---|---|---|---|
+| `POST` | `/support/login` | public, rate-limited | Portal password login. Sets an `HttpOnly` cookie; the JWT is never returned in JSON. |
+| `POST` | `/support/2fa` | public, rate-limited | Email second factor. |
+| `POST` | `/support/oauth/google` | public | Google sign-in, optionally restricted by `allowedEmailDomains`. |
+| `GET` | `/support/export-data` | client | GDPR data export. |
+| `POST` | `/support/delete-account` | client | GDPR right to erasure. |
+| `POST` | `/support/merge-clients` | staff | Merge two client records. |
+
+### AI
+
+| Method | Path | Access | Flag | Purpose |
+|---|---|---|---|---|
+| `POST` | `/support/ai` | staff, rate-limited | `ai` | `sentiment`, `synthesis`, `suggest_reply` or `rewrite`. |
+| `POST` | `/support/ai-agent` | staff, rate-limited | `ai` | Autonomous agent: answers from the knowledge base or escalates. |
+| `POST` | `/support/ticket-synthesis` | staff, rate-limited | `ai` | Generate (or return the cached) per-ticket synthesis. |
+| `GET`/`POST` | `/support/client-intelligence` | staff, rate-limited | `ai` | Cached client summary. |
+| `POST` | `/support/chatbot` | public, rate-limited | `chatbot` | Knowledge-base chatbot used for deflection. |
+| `POST` | `/support/seed-kb` | staff | — | Seed the knowledge base. |
 
 ```ts
 await fetch('/api/support/ai-agent', {
@@ -173,279 +453,300 @@ await fetch('/api/support/ai-agent', {
 })
 ```
 
-<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
-
-## 🔌 API Reference
-
-### `supportPlugin(config)`
-
-The Payload plugin. Adds collections, admin views, editor components and API endpoints.
-
-```typescript
-supportPlugin(config?: SupportPluginConfig): Plugin
+### Live chat
+
+| Method | Path | Access | Flag | Purpose |
+|---|---|---|---|---|
+| `GET`/`POST` | `/support/chat` | client | `chat` | Portal chat polling and send. |
+| `GET` | `/support/chat-stream` | client | `chat` | SSE stream for the portal widget. |
+| `GET`/`POST` | `/support/admin-chat` | staff | `chat` | Agent console: sessions, messages, send. |
+| `GET` | `/support/admin-chat-stream` | staff | `chat` | SSE stream of the session list, or of one session's messages with `?session=`. Available for a custom agent console — the shipped Chat view polls `/support/admin-chat` instead. |
+
+### Reporting, billing and email
+
+| Method | Path | Access | Flag | Purpose |
+|---|---|---|---|---|
+| `GET` | `/support/admin-stats` | staff | — | Dashboard KPIs, volume series, CSAT and NPS. |
+| `GET` | `/support/export-csv` | staff | — | CSV export of the tickets. |
+| `GET` | `/support/sla-check` | staff | `sla` | Tickets breaching or close to breaching SLA. |
+| `GET` | `/support/billing` | staff | `timeTracking` | Pre-billing for a period, optionally per project. |
+| `GET` | `/support/billing/invoice` | staff | `timeTracking` | Invoice for the period, `format=html\|pdf`. |
+| `GET` | `/support/email-stats` | authenticated | `emailTracking` | Email open/sent aggregates. |
+| `GET` | `/support/track-open` | public, HMAC-signed | `emailTracking` | Tracking pixel. |
+| `POST` | `/support/pending-emails/:id/process` | staff | `pendingEmails` | Turn a pending email into a ticket or a reply. |
+| `DELETE` | `/support/purge-logs` | staff | — | Delete logs older than N days. |
+
+### Settings, notifications and machine-to-machine
+
+| Method | Path | Access | Flag | Purpose |
+|---|---|---|---|---|
+| `GET`/`POST` | `/support/settings` | staff | — | Read and write the support settings, including the runtime feature flags. |
+| `GET`/`POST` | `/support/round-robin-config` | staff | `roundRobin` | Read and toggle round-robin assignment. |
+| `GET` | `/support/push/vapid-public-key` | public | — | VAPID public key for the browser subscription. |
+| `POST` | `/support/push/subscribe` | staff | — | Register an agent's push subscription. |
+| `GET` | `/support/auto-close` | `x-cron-secret` | `autoClose` | Remind, then close, inactive tickets. |
+| `POST` | `/support/process-snooze` | `x-cron-secret` | `snooze` | Wake snoozed tickets. |
+| `POST` | `/support/process-scheduled` | `x-cron-secret` | `scheduledReplies` | Release scheduled replies. |
+| `POST` | `/support/process-digests` | `x-cron-secret` | — | Send the daily or weekly digests. |
+| `POST` | `/support/channels/webhook` | `x-channel-secret` | — | Normalized inbound WhatsApp / Messenger webhook. |
+| `POST` | `/support-webhook/inbound-email` | configured secret header | `capabilities.inboundEmail` | Inbound email, validated and bounded by the plugin. |
+| `POST` | `/support/suggest-projects` | staff | `capabilities.projectSuggestions` | Deployment-specific project suggestions. |
+| `POST` | `/support/ticket-title` | staff | `capabilities.aiTitles` | Generate a short display title for one ticket. |
+| `POST` | `/support/generate-missing-titles` | staff | `capabilities.aiTitles` | Backfill the missing display titles. |
+
+## Webhooks
+
+Create a row in `webhook-endpoints` with a URL, a `secret` and the events you want, and set it
+`active`. Each event is delivered **once** per matching endpoint (up to 50, 10 s timeout each), as a
+single `POST`:
+
+```http
+Content-Type: application/json
+User-Agent: PayloadSupport-Webhook/1.0
+X-Webhook-Signature: <HMAC-SHA256 of the raw body, keyed with the endpoint secret>
+
+{ "event": "ticket_created", "data": { … }, "timestamp": "2026-09-07T10:00:00.000Z" }
 ```
 
-### Exports
+The signature header is only sent when the endpoint has a `secret`, so always set one. There is no
+`X-Webhook-Secret` header any more — verify the HMAC signature instead. `lastTriggeredAt` and
+`lastStatus` are written back on the endpoint after every attempt. Requires `features.webhooks`.
+
+| Event | `data` |
+|---|---|
+| `ticket_created` | `ticketId`, `id`, `ticketNumber`, `subject`, `status`, `priority`, `category` |
+| `ticket_resolved` | `ticketId`, `id`, `ticketNumber`, `subject`, `previousStatus` |
+| `ticket_assigned` | `ticketId`, `id`, `ticketNumber`, `subject`, `assignedTo` |
+| `ticket_replied` | `ticketId`, `messageId`, `authorType`, `body` (first 500 characters), plus `scheduled: true` when released by the scheduler |
+| `sla_breached` | Selectable on an endpoint, but nothing dispatches it — subscribing to it delivers nothing. |
+
+## Collections
+
+"Staff" is `userCollectionSlug` (default `users`), "client" is a `support-clients` user.
+
+`collectionSlugs` accepts 19 keys: `tickets`, `ticketMessages`, `supportClients`, `timeEntries`,
+`cannedResponses`, `ticketActivityLog`, `satisfactionSurveys`, `knowledgeBase`, `chatMessages`,
+`pendingEmails`, `emailLogs`, `authLogs`, `webhookEndpoints`, `slaPolicies`, `macros`,
+`ticketStatuses`, `ticketFeedback`, `rateLimits` and `counters`. Three caveats:
+
+- **`media` has no key, and it is the blocking one.** The internal `CollectionSlugs` type carries a
+  `media` slug (default `media`) and uses it as the `relationTo` of the attachment fields on
+  `ticket-messages` and `pending-emails`, but `collectionSlugs` exposes no way to set it. If your
+  uploads collection is named anything else, Payload throws `InvalidFieldRelationship` at config
+  sanitisation and the whole `payload.config.ts` fails to build. Your uploads collection has to be
+  named `media`.
+- Three slugs are genuinely fixed: `ticketFeedback` is accepted but ignored, and
+  `ticket-collaborators` and `client-summaries` have no key at all — those three files write their
+  own `slug:` as a literal.
+- `notificationQueue`, `automationRules`, `supportTeams` and `pushSubscriptions` are a different
+  case: their collections *do* read `slugs.*`, only the public option type omits the keys. The
+  plumbing is there; widening the type would be enough.
+
+| Slug | Injected | Role | Read | Write |
+|---|---|---|---|---|
+| `tickets` | always | The tickets themselves | staff; clients see the tickets they own or collaborate on | staff; a client create keeps only `subject`, `category`, `priority`, `project` |
+| `ticket-messages` | always | Conversation, internal notes, scheduled replies | staff; clients see non-internal, already-sent messages of their tickets | staff; clients only on an accessible ticket, and may edit only their own messages |
+| `support-clients` | always | Portal auth collection (2FA, OAuth, notification preferences) | staff; a client reads their own row | staff; a client updates their own row minus `tier`, `accountManager`, `opportunities`, `notes`, `googleId` and the 2FA internals |
+| `ticket-collaborators` | always | Extra clients invited on a ticket — source of truth for client read scope | staff and the invited client | staff only (`update` denied to everyone); the invite endpoint writes with `overrideAccess`. **Fixed slug.** |
+| `ticket-activity-log` | always | Append-only audit trail | staff; clients on their own tickets | nobody — hooks only (`create`/`update` denied) |
+| `canned-responses` | always | Quick reply templates | staff | staff |
+| `satisfaction-surveys` | always | CSAT after resolution | staff and the surveyed client | immutable once submitted |
+| `ticket-feedback` | always | Portal rating and comment | staff and the author | immutable once submitted. **Fixed slug.** |
+| `knowledge-base` | always | FAQ and chatbot corpus | staff; published entries publicly | staff |
+| `notification-queue` | always | Digest queue | staff | hooks only |
+| `automation-rules` | always | Event → conditions → actions | staff | staff |
+| `support-teams` | always | Teams, used by team SLA and `SUPPORT_TEAM_SCOPING` | staff | staff |
+| `push-subscriptions` | always | Agent Web Push subscriptions | staff | the subscribe endpoint only |
+| `support-counters` | always | Atomic ticket-number counter | nobody | internal only |
+| `auth-logs` | `authLogs` | Portal authentication audit | staff | system-generated |
+| `time-entries` | `timeTracking` | Time spent, rolled up into `tickets.totalTimeMinutes` | staff | staff |
+| `email-logs` | `emailTracking` | Sent/opened tracking | staff | system-generated |
+| `webhook-endpoints` | `webhooks` | Outbound webhook subscriptions | staff | staff |
+| `sla-policies` | `sla` | Default and per-team SLA targets | staff | staff |
+| `macros` | `macros` | Multi-action shortcuts | staff | staff |
+| `chat-messages` | `chat` | Live chat sessions | staff and the session's client | authenticated |
+| `pending-emails` | `pendingEmails` | Inbound emails awaiting triage | staff | staff, or a create carrying a valid `x-webhook-secret` |
+| `ticket-statuses` | `customStatuses` | Configurable statuses | authenticated | staff |
+| `client-summaries` | `ai` | Cached client-intelligence summaries | staff | staff. **Fixed slug**, and its access rules compare against the literal `users` collection, so a renamed staff collection loses access to it. |
+| `support-rate-limits` | `rateLimitStore: 'payload'` | Shared rate-limit counters | nobody | internal only |
+
+## Package Exports
+
+| Subpath | Exposes | Formats | Environment |
+|---|---|---|---|
+| `@consilioweb/payload-support` | `supportPlugin`, the collection factories, the SLA and status-email hooks, `dispatchWebhook`, `generateTicketSynthesis`, the rate-limit stores, the settings and feature helpers, and the public types | ESM + CJS, typed | Server (`payload.config.ts`) |
+| `@consilioweb/payload-support/client` | `SUPPORT_CLIENT_VERSION` — the `'use client'` barrel marker | ESM + CJS, typed | Client |
+| `@consilioweb/payload-support/views` | The 13 admin views, for the Payload import map | **ESM only**, typed | Server components |
+| `@consilioweb/payload-support/components/TicketConversation` | The conversation field component | **ESM only**, typed | Client |
+
+The two view/component subpaths lost their CJS build in 3.0.0: the emitted `.cjs` barrels
+`require`d their ESM siblings and threw `ERR_REQUIRE_ESM`, so they were unreachable. Payload 3 and
+Next are ESM-first; import them with ESM.
 
-```typescript
-import { supportPlugin, generateTicketSynthesis, dispatchWebhook } from '@consilioweb/payload-support'
+```ts
+import { supportPlugin, dispatchWebhook, generateTicketSynthesis } from '@consilioweb/payload-support'
 import type { SupportPluginConfig, SupportFeatures } from '@consilioweb/payload-support'
 ```
 
-### Key HTTP endpoints (under `/api/support`)
+## Requirements
 
-| Method | Path | Purpose |
+| Requirement | Range | Source |
 |---|---|---|
-| `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`). |
-
-<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):
+| Node.js | `>=20.9.0` | `engines.node` |
+| Payload | `^3.37.0` | `peerDependencies.payload` |
+| `@payloadcms/next` | `^3.37.0` | `peerDependencies` |
+| Next.js | `^15.2.9 \|\| ^16.0.0` | `peerDependencies` |
+| React / React DOM | `^19.0.0` | `peerDependencies` |
+| `lucide-react` | `>=0.300.0` | `peerDependencies` |
+| `@anthropic-ai/sdk` | any recent version | Runtime-only, install it yourself if you use the AI features |
+| `@payloadcms/richtext-lexical` | any 3.x | Only if you mount the portal FAQ page |
+
+Installing on Node 18, React 18, Next 14 or Payload < 3.37 warns, and fails outright under
+`engine-strict` or a strict peer resolver.
+
+## Security
+
+- **Cross-client isolation** — reads on `tickets`, `ticket-messages` and `ticket-activity-log` are
+  constrained to the ticket ids a client owns or collaborates on, resolved server-side and failing
+  closed on an empty set. Client writes are validated against that same set.
+- **Allow-listed client writes** — a client-initiated ticket create keeps only `subject`, `category`,
+  `priority` and `project`; `client`, `status` and `source` are forced. A client updating their own
+  profile cannot touch `tier`, `accountManager`, `opportunities`, `notes`, `googleId` or the 2FA
+  internals.
+- **Cookie-only portal JWTs** — `HttpOnly`, `SameSite=Lax`, `Path=/`, 2 h max age, and `Secure`
+  outside development. Login, OAuth and 2FA responses never return the token in JSON.
+- **2FA enforced server-side** (`beforeLogin`), and the endpoint refuses to run without
+  `PAYLOAD_SECRET` rather than falling back to an insecure default. OAuth verifies the Google email.
+- **Stored-XSS protection** — message HTML is sanitized on write, not on render.
+- **HMAC everywhere it matters** — webhook deliveries and tracking pixels are signed and verified in
+  constant time, with idempotent writes. Cron and webhook secrets are read from headers only; a
+  query-string secret is rejected.
+- **Persistent rate limiting** on login, 2FA, chat, invitations, transfers, imports and every AI
+  endpoint. Use `rateLimitStore: 'payload'` (or your own shared store) on multi-instance deployments.
+- **No silent third-party AI host** — the `ollama` provider fails loudly on a missing
+  `OLLAMA_API_URL` instead of defaulting to someone else's server.
+- **Bounded inbound email** payloads and attachments.
+
+### Reporting security issues
+
+Email **contact@consilioweb.fr** instead of opening a public issue.
+
+### Best practices
+
+- Set a strong `PAYLOAD_SECRET` and a real `CRON_SECRET`.
+- Restrict read access on your `media` collection to the ticket owner.
+- Put the app behind a trusted proxy so `x-forwarded-for` is meaningful.
+- Rotate every webhook endpoint secret that existed before 3.0.0 — the legacy transport sent it in
+  clear on every delivery.
+
+## Performance
+
+No benchmarks are claimed here; the figures depend on your volume and host. What the code actually
+does:
 
 | 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" width="100%" alt="" />
-
-## ❓ FAQ
-
-<details>
-<summary><b>Which databases are supported?</b></summary>
-
-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.
-
-</details>
-
-<details>
-<summary><b>What Node / Payload versions are supported?</b></summary>
-
-Node.js 18+, Payload 3.x, React 18 or 19.
-
-</details>
+|---|---|
+| Settings reads | In-process cache with a 60 s TTL and explicit invalidation on save — the `afterChange` hook chain reads the same preference row many times per ticket mutation. |
+| List queries | Indexed fields on `tickets` for the columns the inbox, dashboard and SLA views filter on. |
+| Stats and billing | Paginated aggregation (100 rows per page) with a bounded `select` — never loads all tickets in memory. |
+| Counters | The inbox counters and the portal poller call `/api/*/count` instead of fetching rows. |
+| Client time totals | The CRM sums the per-ticket `totalTimeMinutes` rollup instead of scanning `time-entries`. |
+| AI synthesis | Persisted on the ticket (`aiSummary`, `aiSummaryGeneratedAt`) and reused until forced. |
 
-<details>
-<summary><b>Is there TypeScript support?</b></summary>
+## Troubleshooting
 
-Yes — strict TypeScript, with business types exported (`SupportPluginConfig`, `SupportFeatures`, …).
+**`useServerFunctions must be used within ServerFunctionsProvider`** — align every `@payloadcms/*`
+package on the same version, 3.75 or later.
 
-</details>
+**`SQLITE_BUSY` / database is locked during seed** — make the seed sequential (no `Promise.all` on
+inserts) and add `busyTimeout: 10000` to the SQLite adapter.
 
-<details>
-<summary><b>Do I need an external AI service?</b></summary>
+**Admin views do not load** — regenerate the import map (`pnpm payload generate:importmap`). In a
+headless context, pass `skipViews: true`.
 
-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.
+**New fields or collections missing in production** — standalone builds do not run migrations. Push
+the schema before deploying, including `googleId`, `twoFactorVerifiedAt`, `slaPausedAt`, `nps`,
+`mentions`, and the `notification-queue`, `automation-rules`, `ticket-collaborators`,
+`support-counters` collections.
 
-</details>
+**`Cannot find module '@anthropic-ai/sdk'`** — install it in your app; the plugin does not bundle or
+declare it.
 
-<details>
-<summary><b>How do I migrate the schema in production?</b></summary>
+**`ERR_REQUIRE_ESM` on `@consilioweb/payload-support/views`** — that subpath is ESM-only since 3.0.0.
 
-In standalone mode the schema isn't auto-migrated: generate/push the schema (new fields and collections) before deploying. See [Troubleshooting](#-troubleshooting).
+## FAQ
 
-</details>
+**Which databases are supported?** — built and tested on SQLite (`@payloadcms/db-sqlite`) with a
+sequential seed and `busyTimeout`. It works with any Payload adapter, but the indexes and queries
+were validated on SQLite.
 
-<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
+**Do I need an external AI service?** — no. The AI features are optional, and `provider: 'ollama'`
+points the SDK at the `OLLAMA_API_URL` you choose, so no ticket content has to leave your
+infrastructure. `provider: 'openai'` and `provider: 'custom'` are accepted by the `AIProviderConfig`
+type but not implemented: at runtime everything that is not `ollama` goes to Anthropic.
 
-## 🔧 Troubleshooting
+**Is TypeScript supported?** — yes, strict, with the business types exported
+(`SupportPluginConfig`, `SupportFeatures`, `TicketData`, …). All four export subpaths ship
+declarations.
 
-### `useServerFunctions must be used within ServerFunctionsProvider`
+**How do I migrate the schema in production?** — in standalone mode the schema is not
+auto-migrated: generate and push it before deploying. See [Troubleshooting](#troubleshooting).
 
-Use Payload **3.75+** for all `@payloadcms/*` packages (aligned versions).
+## Upgrading
 
-### `SQLITE_BUSY` / database is locked during seed
+### 2.x → 3.0
 
-Make the seed **sequential** (no `Promise.all` on inserts) and add `busyTimeout: 10000` to the SQLite adapter.
+1. **Rotate the secret of every webhook endpoint.** The legacy transport sent it in clear in
+   `X-Webhook-Secret` on every delivery. Subscribers must now verify `X-Webhook-Signature`.
+2. **Set `OLLAMA_API_URL`** before restarting if you use `provider: 'ollama'` — the hard-coded
+   fallback host is gone and its absence is now a hard error.
+3. **Move any integration that authenticated as a portal client** to a staff account or to a
+   server-side call with `overrideAccess: true`: client writes are scoped and allow-listed now.
+4. **Recompute `tickets.totalTimeMinutes`** where time entries were deleted under 2.x. The new
+   `afterDelete` hook only fires on future deletions, and the CRM now trusts the rollup instead of
+   recomputing it — so a stale total keeps over-billing until something touches a time entry on that
+   ticket.
+5. **Import `./views` and `./components/TicketConversation` with ESM** — their CJS builds are gone.
+6. Check your platform: Node 20.9+, React 19, Next 15.2.9+, Payload 3.37+, and install
+   `lucide-react` explicitly if you were relying on it being optional.
 
-### Admin views don't load
+### 1.x → 2.0
 
-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.
+1. Generate an additive Payload migration for the `support-counters` collection and, when
+   `rateLimitStore: 'payload'` is enabled, `support-rate-limits`. Run it before restart.
+2. Regenerate the Payload types and the admin import map.
+3. Remove duplicated host routes and enable the plugin endpoints (`skipEndpoints: false`).
+4. Read portal authentication exclusively from the `HttpOnly` cookie. Login, OAuth and 2FA responses
+   no longer expose the JWT in JSON.
+5. Send cron and webhook secrets only through their configured headers. Query-string secrets are
+   rejected.
+6. Custom rate-limit stores must implement the asynchronous `RateLimitStore` interface.
 
-### New fields/collections missing in production
+## Contributing
 
-Standalone doesn't run migrations: push the schema for `googleId`, `twoFactorVerifiedAt`, `slaPausedAt`, `nps`, `mentions`, and the `notification-queue` / `automation-rules` collections.
+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 and open a Pull Request.
 
-<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:
+Run the checks before submitting — the suite is 179 vitest tests:
 
 ```bash
-npm run typecheck && npm test && npm run build
+pnpm typecheck && pnpm test && pnpm build
 ```
 
-<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
-
-## 📝 Changelog
+## Changelog
 
 See [CHANGELOG.md](CHANGELOG.md) for the full history.
 
-### [1.1.1] — 2026-06-26
-
-- 🐛 **Fix client ticket reopen**: allow clients to set `waiting_support` (the status the portal's "Reopen" button sends). It was silently rejected, leaving the ticket `resolved`.
-
-### [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>
-
-<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
+## Support
 
-## 📄 License
+If this plugin saves you time, consider [buying me a coffee](https://buymeacoffee.com/pown3d).
 
-Licensed under the **MIT License**. See the [LICENSE](LICENSE) file for details.
+## License
 
-<img src="https://raw.githubusercontent.com/andreasbm/readme/master/assets/lines/rainbow.png" width="100%" alt="" />
+MIT — see [LICENSE](LICENSE).
 
-<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>
+Built and maintained by [ConsilioWEB](https://consilioweb.fr) ·
+[Issues](https://github.com/pOwn3d/payload-support/issues) ·
+[npm](https://www.npmjs.com/package/@consilioweb/payload-support)