@contractspec/lib.support-bot 1.56.1 → 1.58.0

package/dist/contracts/src/ownership.d.ts

@@ -1,164 +0,0 @@
-import { DocId } from "./docs/registry.js";
-import "./docs/index.js";
-
-//#region ../contracts/src/ownership.d.ts
-
-/**
- * Lifecycle stability stages for specs.
- *
- * Specs progress through these stages as they mature:
- * - `idea`: Initial concept, not implemented
- * - `in_creation`: Currently being built
- * - `experimental`: Working but may change significantly
- * - `beta`: Feature-complete, seeking feedback
- * - `stable`: Production-ready, breaking changes require major version bump
- * - `deprecated`: Scheduled for removal, use alternatives
- */
-declare const StabilityEnum: {
-  /** Initial concept, not yet implemented. */
-  readonly Idea: "idea";
-  /** Currently being built, not ready for use. */
-  readonly InCreation: "in_creation";
-  /** Working but unstable, may change significantly. */
-  readonly Experimental: "experimental";
-  /** Feature-complete, seeking feedback before stabilization. */
-  readonly Beta: "beta";
-  /** Production-ready, follows semantic versioning. */
-  readonly Stable: "stable";
-  /** Scheduled for removal, use alternatives. */
-  readonly Deprecated: "deprecated";
-};
-/** Stability level for a spec's lifecycle stage. */
-type Stability = (typeof StabilityEnum)[keyof typeof StabilityEnum];
-/**
- * Curated owner identifiers for business/product ownership.
- *
- * Used for CODEOWNERS, on-call routing, and approval workflows.
- * Custom owner strings are also allowed for flexibility.
- */
-declare const OwnersEnum: {
-  /** Core platform team. */
-  readonly PlatformCore: "platform.core";
-  /** Sigil/auth team. */
-  readonly PlatformSigil: "platform.sigil";
-  /** Marketplace team. */
-  readonly PlatformMarketplace: "platform.marketplace";
-  /** Messaging/notifications team. */
-  readonly PlatformMessaging: "platform.messaging";
-  /** Content/CMS team. */
-  readonly PlatformContent: "platform.content";
-  /** Feature flags team. */
-  readonly PlatformFeatureFlags: "platform.featureflags";
-  /** Finance/billing team. */
-  readonly PlatformFinance: "platform.finance";
-};
-/**
- * Owner identifier for a spec.
- * Can be a predefined OwnersEnum value or any custom string.
- */
-type Owner = (typeof OwnersEnum)[keyof typeof OwnersEnum] | (string & {});
-/**
- * Common tags for categorizing specs.
- *
- * Used for search, grouping, and documentation navigation.
- * Custom tag strings are also allowed for flexibility.
- */
-declare const TagsEnum: {
-  /** Spots/locations domain. */
-  readonly Spots: "spots";
-  /** Collectivity/community domain. */
-  readonly Collectivity: "collectivity";
-  /** Marketplace domain. */
-  readonly Marketplace: "marketplace";
-  /** Seller-related features. */
-  readonly Sellers: "sellers";
-  /** Authentication features. */
-  readonly Auth: "auth";
-  /** Login flows. */
-  readonly Login: "login";
-  /** Signup flows. */
-  readonly Signup: "signup";
-  /** Onboarding/guides. */
-  readonly Guide: "guide";
-  /** Documentation. */
-  readonly Docs: "docs";
-  /** Internationalization. */
-  readonly I18n: "i18n";
-  /** Incident management. */
-  readonly Incident: "incident";
-  /** Automation/workflows. */
-  readonly Automation: "automation";
-  /** Code hygiene/maintenance. */
-  readonly Hygiene: "hygiene";
-};
-/**
- * Tag for categorizing a spec.
- * Can be a predefined TagsEnum value or any custom string.
- */
-type Tag = (typeof TagsEnum)[keyof typeof TagsEnum] | (string & {});
-/**
- * Common metadata interface for all ContractSpec specifications.
- *
- * Every spec type (operations, events, presentations, etc.) extends this
- * interface to provide consistent ownership, versioning, and discoverability.
- *
- * @example
- * ```typescript
- * const meta: OwnerShipMeta = {
- *   key: 'auth.login',
- *   version: '1.0.0',
- *   description: 'Authenticates a user with email and password',
- *   stability: StabilityEnum.Stable,
- *   owners: [OwnersEnum.PlatformSigil],
- *   tags: [TagsEnum.Auth, TagsEnum.Login],
- * };
- * ```
- */
-interface OwnerShipMeta {
-  /**
-   * Semantic version string (e.g., "1.0.0").
-   * Bump for breaking changes according to semver rules.
-   */
-  version: string;
-  /**
-   * Fully-qualified spec key (e.g., "sigil.beginSignup", "user.created").
-   * Must be unique within the spec type.
-   */
-  key: string;
-  /**
-   * Human-friendly title (e.g., "Begin Signup").
-   * Used in documentation and UI.
-   */
-  title?: string;
-  /**
-   * Short human-friendly summary of what this spec does.
-   * Should be concise (1-2 sentences).
-   */
-  description: string;
-  /**
-   * Business domain this spec belongs to (e.g., "auth", "marketplace").
-   * Used for grouping and discovery.
-   */
-  domain?: string;
-  /**
-   * Lifecycle stability marker.
-   * Indicates maturity level and change expectations.
-   */
-  stability: Stability;
-  /**
-   * Team/individual owners responsible for this spec.
-   * Used for CODEOWNERS, on-call routing, and approvals.
-   */
-  owners: Owner[];
-  /**
-   * Tags for search, grouping, and documentation navigation.
-   */
-  tags: Tag[];
-  /**
-   * Associated DocBlock identifiers for documentation linkage.
-   */
-  docId?: DocId[];
-}
-//#endregion
-export { OwnerShipMeta };
-//# sourceMappingURL=ownership.d.ts.map

package/dist/contracts/src/ownership.d.ts.map

@@ -1 +0,0 @@
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package/dist/contracts/src/policy/registry.d.ts

@@ -1,2 +0,0 @@
-import "./spec.js";
-import "../registry.js";

package/dist/contracts/src/policy/spec.d.ts

@@ -1,13 +0,0 @@
-import { VersionedSpecRef } from "../versioning/refs.js";
-import "../ownership.js";
-
-//#region ../contracts/src/policy/spec.d.ts
-
-/**
- * Reference to a policy spec.
- * Uses key and version to identify a specific policy.
- */
-type PolicyRef = VersionedSpecRef;
-//#endregion
-export { PolicyRef };
-//# sourceMappingURL=spec.d.ts.map

package/dist/contracts/src/policy/spec.d.ts.map

@@ -1 +0,0 @@
-{"version":3,"file":"spec.d.ts","names":[],"sources":["../../../../../contracts/src/policy/spec.ts"],"sourcesContent":[],"mappings":";;;;;;;;;KAyHY,SAAA,GAAY"}

package/dist/contracts/src/presentations/index.d.ts

@@ -1,3 +0,0 @@
-import "./presentations.js";
-import "./transform-engine.js";
-import "./registry.js";

package/dist/contracts/src/presentations/presentations.d.ts

@@ -1,3 +0,0 @@
-import "../../../schema/src/index.js";
-import "../capabilities/capabilities.js";
-import "../ownership.js";

package/dist/contracts/src/presentations/registry.d.ts

@@ -1,2 +0,0 @@
-import "./presentations.js";
-import "../registry.js";

package/dist/contracts/src/presentations/transform-engine.d.ts

@@ -1,2 +0,0 @@
-import "./presentations.js";
-import "react";

package/dist/contracts/src/registry-utils.d.ts

@@ -1 +0,0 @@
-import "./ownership.js";

package/dist/contracts/src/registry.d.ts

@@ -1,3 +0,0 @@
-import "./registry-utils.js";
-import "./types.js";
-import "./ownership.js";

package/dist/contracts/src/resources.d.ts

@@ -1,2 +0,0 @@
-import "./ownership.js";
-import "zod";

package/dist/contracts/src/telemetry/anomaly.d.ts

@@ -1,2 +0,0 @@
-import "./spec.js";
-import "./tracker.js";

package/dist/contracts/src/telemetry/index.d.ts

@@ -1,3 +0,0 @@
-import "./spec.js";
-import "./anomaly.js";
-import "./tracker.js";

package/dist/contracts/src/telemetry/spec.d.ts

@@ -1,2 +0,0 @@
-import "../registry.js";
-import "../ownership.js";

package/dist/contracts/src/telemetry/tracker.d.ts

@@ -1,3 +0,0 @@
-import "./spec.js";
-import "./anomaly.js";
-import "../types.js";

package/dist/contracts/src/tests/spec.d.ts

@@ -1 +0,0 @@
-import "../ownership.js";

package/dist/contracts/src/themes.d.ts

@@ -1,2 +0,0 @@
-import "./registry.js";
-import "./ownership.js";

package/dist/contracts/src/types.d.ts

@@ -1,5 +0,0 @@
-import "./policy/spec.js";
-import "./telemetry/index.js";
-import "./app-config/runtime.js";
-import "./experiments/spec-resolver.js";
-import "./events.js";

package/dist/contracts/src/versioning/refs.d.ts

@@ -1,28 +0,0 @@
-//#region ../contracts/src/versioning/refs.d.ts
-/**
- * Base reference types for ContractSpec versioning.
- *
- * Provides canonical reference types for linking between specs.
- * Domain-specific refs (OpRef, EventRef, etc.) should alias these
- * base types for consistency and maintainability.
- *
- * @module versioning/refs
- */
-/**
- * Base reference type for versioned specs.
- * Used to reference any spec by its key and version.
- *
- * @example
- * ```typescript
- * const opRef: VersionedSpecRef = { key: 'auth.login', version: '1.0.0' };
- * ```
- */
-interface VersionedSpecRef {
-  /** Unique key identifying the spec (e.g., "auth.login", "user.created"). */
-  key: string;
-  /** Semantic version of the spec (e.g., "1.0.0", "2.1.0"). */
-  version: string;
-}
-//#endregion
-export { VersionedSpecRef };
-//# sourceMappingURL=refs.d.ts.map

package/dist/contracts/src/versioning/refs.d.ts.map

@@ -1 +0,0 @@
-{"version":3,"file":"refs.d.ts","names":[],"sources":["../../../../../contracts/src/versioning/refs.ts"],"sourcesContent":[],"mappings":";;AAuBA;;;;;;;;;;;;;;;;;UAAiB,gBAAA"}

package/dist/contracts/src/workflow/overview.docblock.d.ts

@@ -1 +0,0 @@
-import "../docs/index.js";

package/dist/contracts/src/workflow/spec.d.ts

@@ -1,5 +0,0 @@
-import "../capabilities/index.js";
-import "../experiments/spec.js";
-import "../features/index.js";
-import "../registry.js";
-import "../ownership.js";

package/dist/contracts/src/workspace-config/workspace-config.docblock.d.ts

@@ -1 +0,0 @@
-import "../docs/index.js";

package/dist/rag/ticket-resolver.js.map

@@ -1 +0,0 @@
-{"version":3,"file":"ticket-resolver.js","names":[],"sources":["../../src/rag/ticket-resolver.ts"],"sourcesContent":["import type { KnowledgeAnswer } from '@contractspec/lib.knowledge/query/service';\nimport type { SupportResolution, SupportTicket } from '../types';\n\nexport interface KnowledgeRetriever {\n  query(question: string): Promise<KnowledgeAnswer>;\n}\n\nexport interface TicketResolverOptions {\n  knowledge: KnowledgeRetriever;\n  minConfidence?: number;\n  prependPrompt?: string;\n}\n\nexport class TicketResolver {\n  private readonly knowledge: KnowledgeRetriever;\n  private readonly minConfidence: number;\n  private readonly prependPrompt?: string;\n\n  constructor(options: TicketResolverOptions) {\n    this.knowledge = options.knowledge;\n    this.minConfidence = options.minConfidence ?? 0.65;\n    this.prependPrompt = options.prependPrompt;\n  }\n\n  async resolve(ticket: SupportTicket): Promise<SupportResolution> {\n    const question = this.buildQuestion(ticket);\n    const answer = await this.knowledge.query(question);\n    return this.toResolution(ticket, answer);\n  }\n\n  private buildQuestion(ticket: SupportTicket): string {\n    const header = [`Subject: ${ticket.subject}`, `Channel: ${ticket.channel}`];\n    if (ticket.customerName) header.push(`Customer: ${ticket.customerName}`);\n    const sections = [\n      this.prependPrompt,\n      header.join('\\n'),\n      '---',\n      ticket.body,\n    ].filter(Boolean);\n    return sections.join('\\n');\n  }\n\n  private toResolution(\n    ticket: SupportTicket,\n    answer: KnowledgeAnswer\n  ): SupportResolution {\n    const citations = answer.references.map((ref) => {\n      const label =\n        typeof ref.payload?.title === 'string'\n          ? ref.payload.title\n          : typeof ref.payload?.documentId === 'string'\n            ? ref.payload.documentId\n            : ref.id;\n      return {\n        label,\n        url: typeof ref.payload?.url === 'string' ? ref.payload.url : undefined,\n        snippet:\n          typeof ref.payload?.text === 'string'\n            ? ref.payload.text.slice(0, 280)\n            : undefined,\n        score: ref.score,\n      };\n    });\n\n    const confidence = this.deriveConfidence(answer);\n    const escalate = confidence < this.minConfidence || citations.length === 0;\n\n    return {\n      ticketId: ticket.id,\n      answer: answer.answer,\n      confidence,\n      citations,\n      actions: [\n        escalate\n          ? { type: 'escalate', label: 'Escalate for human review' }\n          : { type: 'respond', label: 'Send automated response' },\n      ],\n      escalationReason: escalate\n        ? 'Insufficient confidence or missing knowledge references'\n        : undefined,\n      knowledgeUpdates: escalate ? [ticket.body.slice(0, 200)] : undefined,\n    };\n  }\n\n  private deriveConfidence(answer: KnowledgeAnswer): number {\n    if (!answer.references.length) return 0.3;\n    const topScore = answer.references[0]?.score ?? 0.4;\n    const normalized = Math.min(1, Math.max(0, topScore));\n    const tokenPenalty = answer.usage?.completionTokens\n      ? Math.min(answer.usage.completionTokens / 1000, 0.2)\n      : 0;\n    return Number((normalized - tokenPenalty).toFixed(2));\n  }\n}\n"],"mappings":";AAaA,IAAa,iBAAb,MAA4B;CAC1B,AAAiB;CACjB,AAAiB;CACjB,AAAiB;CAEjB,YAAY,SAAgC;AAC1C,OAAK,YAAY,QAAQ;AACzB,OAAK,gBAAgB,QAAQ,iBAAiB;AAC9C,OAAK,gBAAgB,QAAQ;;CAG/B,MAAM,QAAQ,QAAmD;EAC/D,MAAM,WAAW,KAAK,cAAc,OAAO;EAC3C,MAAM,SAAS,MAAM,KAAK,UAAU,MAAM,SAAS;AACnD,SAAO,KAAK,aAAa,QAAQ,OAAO;;CAG1C,AAAQ,cAAc,QAA+B;EACnD,MAAM,SAAS,CAAC,YAAY,OAAO,WAAW,YAAY,OAAO,UAAU;AAC3E,MAAI,OAAO,aAAc,QAAO,KAAK,aAAa,OAAO,eAAe;AAOxE,SANiB;GACf,KAAK;GACL,OAAO,KAAK,KAAK;GACjB;GACA,OAAO;GACR,CAAC,OAAO,QAAQ,CACD,KAAK,KAAK;;CAG5B,AAAQ,aACN,QACA,QACmB;EACnB,MAAM,YAAY,OAAO,WAAW,KAAK,QAAQ;AAO/C,UAAO;IACL,OANA,OAAO,IAAI,SAAS,UAAU,WAC1B,IAAI,QAAQ,QACZ,OAAO,IAAI,SAAS,eAAe,WACjC,IAAI,QAAQ,aACZ,IAAI;IAGV,KAAK,OAAO,IAAI,SAAS,QAAQ,WAAW,IAAI,QAAQ,MAAM;IAC9D,SACE,OAAO,IAAI,SAAS,SAAS,WACzB,IAAI,QAAQ,KAAK,MAAM,GAAG,IAAI,GAC9B;IACN,OAAO,IAAI;IACZ;IACD;EAEF,MAAM,aAAa,KAAK,iBAAiB,OAAO;EAChD,MAAM,WAAW,aAAa,KAAK,iBAAiB,UAAU,WAAW;AAEzE,SAAO;GACL,UAAU,OAAO;GACjB,QAAQ,OAAO;GACf;GACA;GACA,SAAS,CACP,WACI;IAAE,MAAM;IAAY,OAAO;IAA6B,GACxD;IAAE,MAAM;IAAW,OAAO;IAA2B,CAC1D;GACD,kBAAkB,WACd,4DACA;GACJ,kBAAkB,WAAW,CAAC,OAAO,KAAK,MAAM,GAAG,IAAI,CAAC,GAAG;GAC5D;;CAGH,AAAQ,iBAAiB,QAAiC;AACxD,MAAI,CAAC,OAAO,WAAW,OAAQ,QAAO;EACtC,MAAM,WAAW,OAAO,WAAW,IAAI,SAAS;EAChD,MAAM,aAAa,KAAK,IAAI,GAAG,KAAK,IAAI,GAAG,SAAS,CAAC;EACrD,MAAM,eAAe,OAAO,OAAO,mBAC/B,KAAK,IAAI,OAAO,MAAM,mBAAmB,KAAM,GAAI,GACnD;AACJ,SAAO,QAAQ,aAAa,cAAc,QAAQ,EAAE,CAAC"}

package/dist/schema/src/EnumType.d.ts

@@ -1,2 +0,0 @@
-import "zod";
-import "graphql";

package/dist/schema/src/FieldType.d.ts

@@ -1,2 +0,0 @@
-import "zod";
-import "graphql";

package/dist/schema/src/GraphQLSchemaType.d.ts

@@ -1,2 +0,0 @@
-import "./SchemaModelType.js";
-import "zod";

package/dist/schema/src/JsonSchemaType.d.ts

@@ -1,2 +0,0 @@
-import "./SchemaModelType.js";
-import "zod";

package/dist/schema/src/ScalarTypeEnum.d.ts

@@ -1 +0,0 @@
-import "./FieldType.js";

package/dist/schema/src/SchemaModel.d.ts

@@ -1,4 +0,0 @@
-import "./FieldType.js";
-import "./EnumType.js";
-import "./SchemaModelType.js";
-import "zod";

package/dist/schema/src/SchemaModelType.d.ts

@@ -1 +0,0 @@
-import "zod";

package/dist/schema/src/ZodSchemaType.d.ts

@@ -1,2 +0,0 @@
-import "./SchemaModelType.js";
-import "zod";

package/dist/schema/src/entity/defineEntity.d.ts

@@ -1 +0,0 @@
-import "./types.js";

package/dist/schema/src/entity/generator.d.ts

@@ -1 +0,0 @@
-import "./types.js";

package/dist/schema/src/entity/index.d.ts

@@ -1,3 +0,0 @@
-import "./types.js";
-import "./defineEntity.js";
-import "./generator.js";

package/dist/schema/src/entity/types.d.ts

@@ -1 +0,0 @@
-import "zod";

package/dist/schema/src/index.d.ts

@@ -1,9 +0,0 @@
-import "./FieldType.js";
-import "./ScalarTypeEnum.js";
-import "./EnumType.js";
-import "./SchemaModelType.js";
-import "./SchemaModel.js";
-import "./entity/index.js";
-import "./ZodSchemaType.js";
-import "./JsonSchemaType.js";
-import "./GraphQLSchemaType.js";

package/dist/spec.js.map

@@ -1 +0,0 @@
-{"version":3,"file":"spec.js","names":[],"sources":["../src/spec.ts"],"sourcesContent":["import type { AgentSpec, AgentToolConfig } from '@contractspec/lib.ai-agent';\nimport { defineAgent } from '@contractspec/lib.ai-agent';\nimport type { SupportBotSpec } from './types';\n\nexport interface SupportBotDefinition {\n  base: AgentSpec;\n  tools?: AgentToolConfig[];\n  autoEscalateThreshold?: number;\n}\n\nexport function defineSupportBot(\n  definition: SupportBotDefinition\n): SupportBotSpec {\n  const base = defineAgent({\n    ...definition.base,\n    policy: {\n      ...definition.base.policy,\n      confidence: {\n        min: definition.base.policy?.confidence?.min ?? 0.7,\n        default: definition.base.policy?.confidence?.default ?? 0.6,\n      },\n      escalation: {\n        confidenceThreshold:\n          definition.autoEscalateThreshold ??\n          definition.base.policy?.escalation?.confidenceThreshold ??\n          definition.base.policy?.confidence?.min ??\n          0.7,\n        ...definition.base.policy?.escalation,\n      },\n    },\n    memory: definition.base.memory ?? { maxEntries: 120, ttlMinutes: 120 },\n    tools: definition.tools ?? definition.base.tools,\n    instructions: `${definition.base.instructions}\\n\\nAlways cite support knowledge sources and flag compliance/billing issues for human review when unsure.`,\n  });\n\n  return {\n    ...base,\n    thresholds: {\n      autoResolveMinConfidence: definition.autoEscalateThreshold ?? 0.75,\n      maxIterations: 6,\n    },\n  };\n}\n"],"mappings":";;;AAUA,SAAgB,iBACd,YACgB;AAuBhB,QAAO;EACL,GAvBW,YAAY;GACvB,GAAG,WAAW;GACd,QAAQ;IACN,GAAG,WAAW,KAAK;IACnB,YAAY;KACV,KAAK,WAAW,KAAK,QAAQ,YAAY,OAAO;KAChD,SAAS,WAAW,KAAK,QAAQ,YAAY,WAAW;KACzD;IACD,YAAY;KACV,qBACE,WAAW,yBACX,WAAW,KAAK,QAAQ,YAAY,uBACpC,WAAW,KAAK,QAAQ,YAAY,OACpC;KACF,GAAG,WAAW,KAAK,QAAQ;KAC5B;IACF;GACD,QAAQ,WAAW,KAAK,UAAU;IAAE,YAAY;IAAK,YAAY;IAAK;GACtE,OAAO,WAAW,SAAS,WAAW,KAAK;GAC3C,cAAc,GAAG,WAAW,KAAK,aAAa;GAC/C,CAAC;EAIA,YAAY;GACV,0BAA0B,WAAW,yBAAyB;GAC9D,eAAe;GAChB;EACF"}

package/dist/tickets/classifier.js.map

@@ -1 +0,0 @@
-{"version":3,"file":"classifier.js","names":[],"sources":["../../src/tickets/classifier.ts"],"sourcesContent":["import type { LLMProvider } from '@contractspec/lib.contracts/integrations/providers/llm';\nimport type {\n  SupportTicket,\n  TicketCategory,\n  TicketPriority,\n  TicketSentiment,\n  TicketClassification,\n} from '../types';\n\nconst CATEGORY_KEYWORDS: Record<TicketCategory, string[]> = {\n  billing: ['invoice', 'payout', 'refund', 'charge', 'billing', 'payment'],\n  technical: ['bug', 'error', 'crash', 'issue', 'failed', 'timeout'],\n  product: ['feature', 'roadmap', 'idea', 'request', 'feedback'],\n  account: ['login', 'password', '2fa', 'account', 'profile', 'email change'],\n  compliance: ['kyc', 'aml', 'compliance', 'regulation', 'gdpr'],\n  other: [],\n};\n\nconst PRIORITY_HINTS: Record<TicketPriority, string[]> = {\n  urgent: ['urgent', 'asap', 'immediately', 'today', 'right away'],\n  high: ['high priority', 'blocking', 'major', 'critical'],\n  medium: ['soon', 'next few days'],\n  low: ['nice to have', 'when possible', 'later'],\n};\n\nconst SENTIMENT_HINTS: Record<TicketSentiment, string[]> = {\n  positive: ['love', 'great', 'awesome', 'thank you'],\n  neutral: ['question', 'wonder', 'curious'],\n  negative: ['unhappy', 'bad', 'terrible', 'awful', 'angry'],\n  frustrated: ['furious', 'frustrated', 'fed up', 'ridiculous'],\n};\n\nexport interface TicketClassifierOptions {\n  keywords?: Partial<Record<TicketCategory, string[]>>;\n  llm?: LLMProvider;\n  llmModel?: string;\n}\n\nexport class TicketClassifier {\n  private readonly keywords: Record<TicketCategory, string[]>;\n  private readonly llm?: LLMProvider;\n  private readonly llmModel?: string;\n\n  constructor(options?: TicketClassifierOptions) {\n    this.keywords = {\n      ...CATEGORY_KEYWORDS,\n      ...(options?.keywords ?? {}),\n    } as Record<TicketCategory, string[]>;\n    this.llm = options?.llm;\n    this.llmModel = options?.llmModel;\n  }\n\n  async classify(ticket: SupportTicket): Promise<TicketClassification> {\n    const heuristics = this.heuristicClassification(ticket);\n    if (!this.llm) return heuristics;\n\n    try {\n      const llmResult = await this.llm.chat(\n        [\n          {\n            role: 'system',\n            content: [{ type: 'text', text: 'Classify the support ticket.' }],\n          },\n          {\n            role: 'user',\n            content: [\n              {\n                type: 'text',\n                text: JSON.stringify({\n                  subject: ticket.subject,\n                  body: ticket.body,\n                  channel: ticket.channel,\n                }),\n              },\n            ],\n          },\n        ],\n        {\n          responseFormat: 'json',\n          model: this.llmModel,\n        }\n      );\n      const content = llmResult.message.content.find((part) => 'text' in part);\n      if (content && 'text' in content) {\n        const parsed = JSON.parse(\n          content.text\n        ) as Partial<TicketClassification>;\n        return {\n          ...heuristics,\n          ...parsed,\n          intents: parsed.intents ?? heuristics.intents,\n          tags: parsed.tags ?? heuristics.tags,\n        };\n      }\n    } catch {\n      // fallback to heuristics\n    }\n\n    return heuristics;\n  }\n\n  private heuristicClassification(ticket: SupportTicket): TicketClassification {\n    const text = `${ticket.subject}\\n${ticket.body}`.toLowerCase();\n    const category = this.detectCategory(text);\n    const priority = this.detectPriority(text);\n    const sentiment = this.detectSentiment(text);\n    const intents = this.extractIntents(text);\n    const tags = intents.slice(0, 3);\n    const confidence = this.estimateConfidence(category, priority, sentiment);\n\n    return {\n      ticketId: ticket.id,\n      category,\n      priority,\n      sentiment,\n      intents,\n      tags,\n      confidence,\n      escalationRequired: priority === 'urgent' || category === 'compliance',\n    };\n  }\n\n  private detectCategory(text: string): TicketCategory {\n    for (const [category, keywords] of Object.entries(this.keywords) as [\n      TicketCategory,\n      string[],\n    ][]) {\n      if (keywords.some((keyword) => text.includes(keyword))) {\n        return category;\n      }\n    }\n    return 'other';\n  }\n\n  private detectPriority(text: string): TicketPriority {\n    for (const priority of [\n      'urgent',\n      'high',\n      'medium',\n      'low',\n    ] as TicketPriority[]) {\n      if (PRIORITY_HINTS[priority].some((word) => text.includes(word))) {\n        return priority;\n      }\n    }\n    return 'medium';\n  }\n\n  private detectSentiment(text: string): TicketSentiment {\n    for (const sentiment of [\n      'frustrated',\n      'negative',\n      'neutral',\n      'positive',\n    ] as TicketSentiment[]) {\n      if (SENTIMENT_HINTS[sentiment].some((word) => text.includes(word))) {\n        return sentiment;\n      }\n    }\n    return 'neutral';\n  }\n\n  private extractIntents(text: string): string[] {\n    const intents: string[] = [];\n    if (text.includes('refund') || text.includes('chargeback'))\n      intents.push('refund');\n    if (text.includes('payout')) intents.push('payout');\n    if (text.includes('login')) intents.push('login-help');\n    if (text.includes('feature')) intents.push('feature-request');\n    if (text.includes('bug') || text.includes('error'))\n      intents.push('bug-report');\n    return intents.length ? 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