@contractspec/lib.support-bot 2.3.0 → 2.5.0

package/dist/browser/index.js

@@ -1,14 +1,666 @@
+// src/i18n/catalogs/en.ts
+import { defineTranslation } from "@contractspec/lib.contracts-spec/translations";
+var enMessages = defineTranslation({
+  meta: {
+    key: "support-bot.messages",
+    version: "1.0.0",
+    domain: "support-bot",
+    description: "All user-facing, LLM-facing, and developer-facing strings for the support-bot package",
+    owners: ["platform"],
+    stability: "experimental"
+  },
+  locale: "en",
+  fallback: "en",
+  messages: {
+    "prompt.classifier.system": {
+      value: "Classify the support ticket.",
+      description: "Classifier LLM system prompt"
+    },
+    "prompt.autoResponder.system": {
+      value: "Write empathetic, accurate support replies that cite sources when relevant.",
+      description: "Auto-responder LLM system prompt"
+    },
+    "prompt.autoResponder.user": {
+      value: `Ticket #{ticketId} ({category}, {priority}, {sentiment})
+Subject: {subject}
+
+{body}
+
+Knowledge:
+{knowledge}
+
+Respond to the customer.`,
+      description: "Auto-responder user prompt template",
+      placeholders: [
+        { name: "ticketId", type: "string" },
+        { name: "category", type: "string" },
+        { name: "priority", type: "string" },
+        { name: "sentiment", type: "string" },
+        { name: "subject", type: "string" },
+        { name: "body", type: "string" },
+        { name: "knowledge", type: "string" }
+      ]
+    },
+    "responder.closing.friendly": {
+      value: "We remain available if you need anything else.",
+      description: "Friendly closing line for support responses"
+    },
+    "responder.closing.formal": {
+      value: "Please let us know if you require additional assistance.",
+      description: "Formal closing line for support responses"
+    },
+    "responder.greeting.named": {
+      value: "Hi {name},",
+      description: "Greeting with customer name",
+      placeholders: [{ name: "name", type: "string" }]
+    },
+    "responder.greeting.anonymous": {
+      value: "Hi there,",
+      description: "Greeting without customer name"
+    },
+    "responder.intro.thanks": {
+      value: 'Thanks for contacting us about "{subject}".',
+      description: "Thank-you intro referencing the ticket subject",
+      placeholders: [{ name: "subject", type: "string" }]
+    },
+    "responder.signature": {
+      value: "— ContractSpec Support",
+      description: "Email / response signature"
+    },
+    "responder.references.header": {
+      value: "References:",
+      description: "Header for the references section"
+    },
+    "responder.references.sourceLabel": {
+      value: "Source {index}",
+      description: "Label for a numbered source reference",
+      placeholders: [{ name: "index", type: "number" }]
+    },
+    "responder.category.billing": {
+      value: "I understand billing issues can be stressful, so let me clarify the situation.",
+      description: "Category intro for billing tickets"
+    },
+    "responder.category.technical": {
+      value: "I see you encountered a technical issue. Here is what happened and how to fix it.",
+      description: "Category intro for technical tickets"
+    },
+    "responder.category.product": {
+      value: "Thanks for sharing feedback about the product. Here are the next steps.",
+      description: "Category intro for product tickets"
+    },
+    "responder.category.account": {
+      value: "Account access is critical, so let me walk you through the resolution.",
+      description: "Category intro for account tickets"
+    },
+    "responder.category.compliance": {
+      value: "Compliance questions require precision. See the policy-aligned answer below.",
+      description: "Category intro for compliance tickets"
+    },
+    "responder.category.other": {
+      value: "Here is what we found after reviewing your request.",
+      description: "Category intro for uncategorized tickets"
+    },
+    "responder.subject.replyPrefix": {
+      value: "Re: {subject}",
+      description: "Reply subject line prefix",
+      placeholders: [{ name: "subject", type: "string" }]
+    },
+    "resolver.question.subjectLabel": {
+      value: "Subject: {subject}",
+      description: "Subject label in resolver question context",
+      placeholders: [{ name: "subject", type: "string" }]
+    },
+    "resolver.question.channelLabel": {
+      value: "Channel: {channel}",
+      description: "Channel label in resolver question context",
+      placeholders: [{ name: "channel", type: "string" }]
+    },
+    "resolver.question.customerLabel": {
+      value: "Customer: {name}",
+      description: "Customer label in resolver question context",
+      placeholders: [{ name: "name", type: "string" }]
+    },
+    "resolver.action.escalate": {
+      value: "Escalate for human review",
+      description: "Action label for escalation"
+    },
+    "resolver.action.respond": {
+      value: "Send automated response",
+      description: "Action label for automated response"
+    },
+    "resolver.escalation.insufficientConfidence": {
+      value: "Insufficient confidence or missing knowledge references",
+      description: "Escalation reason when confidence is too low"
+    },
+    "tool.classify.title": {
+      value: "support_classify_ticket",
+      description: "MCP tool title for ticket classification"
+    },
+    "tool.classify.description": {
+      value: "Classify a ticket for priority, sentiment, and category",
+      description: "MCP tool description for ticket classification"
+    },
+    "tool.resolve.title": {
+      value: "support_resolve_ticket",
+      description: "MCP tool title for ticket resolution"
+    },
+    "tool.resolve.description": {
+      value: "Generate a knowledge-grounded resolution for a ticket",
+      description: "MCP tool description for ticket resolution"
+    },
+    "tool.draft.title": {
+      value: "support_draft_response",
+      description: "MCP tool title for response drafting"
+    },
+    "tool.draft.description": {
+      value: "Draft a user-facing reply based on resolution + classification",
+      description: "MCP tool description for response drafting"
+    },
+    "error.inputMustIncludeTicket": {
+      value: "Input must include ticket",
+      description: "Error when input payload is missing the ticket field"
+    },
+    "error.ticketMissingId": {
+      value: "Ticket is missing id",
+      description: "Error when ticket object lacks an id"
+    },
+    "error.resolutionClassificationRequired": {
+      value: "resolution and classification are required",
+      description: "Error when draft endpoint is called without resolution and classification"
+    },
+    "feedback.noRecords": {
+      value: "No feedback recorded yet.",
+      description: "Placeholder when no feedback entries exist"
+    },
+    "feedback.status.escalated": {
+      value: "Escalated",
+      description: "Status label for escalated tickets"
+    },
+    "feedback.status.autoResolved": {
+      value: "Auto-resolved",
+      description: "Status label for auto-resolved tickets"
+    },
+    "spec.instructionsAppendix": {
+      value: "Always cite support knowledge sources and flag compliance/billing issues for human review when unsure.",
+      description: "Instructions appendix appended to agent spec"
+    }
+  }
+});
+
+// src/i18n/catalogs/fr.ts
+import { defineTranslation as defineTranslation2 } from "@contractspec/lib.contracts-spec/translations";
+var frMessages = defineTranslation2({
+  meta: {
+    key: "support-bot.messages",
+    version: "1.0.0",
+    domain: "support-bot",
+    description: "French translations for the support-bot package",
+    owners: ["platform"],
+    stability: "experimental"
+  },
+  locale: "fr",
+  fallback: "en",
+  messages: {
+    "prompt.classifier.system": {
+      value: "Classifiez le ticket de support.",
+      description: "Classifier LLM system prompt"
+    },
+    "prompt.autoResponder.system": {
+      value: "Rédigez des réponses de support empathiques et précises en citant les sources lorsque c’est pertinent.",
+      description: "Auto-responder LLM system prompt"
+    },
+    "prompt.autoResponder.user": {
+      value: `Ticket #{ticketId} ({category}, {priority}, {sentiment})
+Sujet : {subject}
+
+{body}
+
+Connaissances :
+{knowledge}
+
+Répondez au client.`,
+      description: "Auto-responder user prompt template",
+      placeholders: [
+        { name: "ticketId", type: "string" },
+        { name: "category", type: "string" },
+        { name: "priority", type: "string" },
+        { name: "sentiment", type: "string" },
+        { name: "subject", type: "string" },
+        { name: "body", type: "string" },
+        { name: "knowledge", type: "string" }
+      ]
+    },
+    "responder.closing.friendly": {
+      value: "Nous restons à votre disposition si vous avez besoin de quoi que ce soit.",
+      description: "Friendly closing line for support responses"
+    },
+    "responder.closing.formal": {
+      value: "Veuillez nous contacter si vous avez besoin d’une assistance supplémentaire.",
+      description: "Formal closing line for support responses"
+    },
+    "responder.greeting.named": {
+      value: "Bonjour {name},",
+      description: "Greeting with customer name",
+      placeholders: [{ name: "name", type: "string" }]
+    },
+    "responder.greeting.anonymous": {
+      value: "Bonjour,",
+      description: "Greeting without customer name"
+    },
+    "responder.intro.thanks": {
+      value: "Merci de nous avoir contactés au sujet de « {subject} ».",
+      description: "Thank-you intro referencing the ticket subject",
+      placeholders: [{ name: "subject", type: "string" }]
+    },
+    "responder.signature": {
+      value: "— Support ContractSpec",
+      description: "Email / response signature"
+    },
+    "responder.references.header": {
+      value: "Références :",
+      description: "Header for the references section"
+    },
+    "responder.references.sourceLabel": {
+      value: "Source {index}",
+      description: "Label for a numbered source reference",
+      placeholders: [{ name: "index", type: "number" }]
+    },
+    "responder.category.billing": {
+      value: "Je comprends que les problèmes de facturation peuvent être stressants, laissez-moi clarifier la situation.",
+      description: "Category intro for billing tickets"
+    },
+    "responder.category.technical": {
+      value: "Je vois que vous avez rencontré un problème technique. Voici ce qui s’est passé et comment le résoudre.",
+      description: "Category intro for technical tickets"
+    },
+    "responder.category.product": {
+      value: "Merci d’avoir partagé vos retours sur le produit. Voici les prochaines étapes.",
+      description: "Category intro for product tickets"
+    },
+    "responder.category.account": {
+      value: "L’accès au compte est essentiel, laissez-moi vous guider vers la résolution.",
+      description: "Category intro for account tickets"
+    },
+    "responder.category.compliance": {
+      value: "Les questions de conformité exigent de la précision. Consultez la réponse conforme aux politiques ci-dessous.",
+      description: "Category intro for compliance tickets"
+    },
+    "responder.category.other": {
+      value: "Voici ce que nous avons trouvé après examen de votre demande.",
+      description: "Category intro for uncategorized tickets"
+    },
+    "responder.subject.replyPrefix": {
+      value: "Re : {subject}",
+      description: "Reply subject line prefix",
+      placeholders: [{ name: "subject", type: "string" }]
+    },
+    "resolver.question.subjectLabel": {
+      value: "Sujet : {subject}",
+      description: "Subject label in resolver question context",
+      placeholders: [{ name: "subject", type: "string" }]
+    },
+    "resolver.question.channelLabel": {
+      value: "Canal : {channel}",
+      description: "Channel label in resolver question context",
+      placeholders: [{ name: "channel", type: "string" }]
+    },
+    "resolver.question.customerLabel": {
+      value: "Client : {name}",
+      description: "Customer label in resolver question context",
+      placeholders: [{ name: "name", type: "string" }]
+    },
+    "resolver.action.escalate": {
+      value: "Escalader pour révision humaine",
+      description: "Action label for escalation"
+    },
+    "resolver.action.respond": {
+      value: "Envoyer une réponse automatique",
+      description: "Action label for automated response"
+    },
+    "resolver.escalation.insufficientConfidence": {
+      value: "Confiance insuffisante ou références de connaissances manquantes",
+      description: "Escalation reason when confidence is too low"
+    },
+    "tool.classify.title": {
+      value: "support_classify_ticket",
+      description: "MCP tool title for ticket classification"
+    },
+    "tool.classify.description": {
+      value: "Classifier un ticket par priorité, sentiment et catégorie",
+      description: "MCP tool description for ticket classification"
+    },
+    "tool.resolve.title": {
+      value: "support_resolve_ticket",
+      description: "MCP tool title for ticket resolution"
+    },
+    "tool.resolve.description": {
+      value: "Générer une résolution fondée sur la base de connaissances pour un ticket",
+      description: "MCP tool description for ticket resolution"
+    },
+    "tool.draft.title": {
+      value: "support_draft_response",
+      description: "MCP tool title for response drafting"
+    },
+    "tool.draft.description": {
+      value: "Rédiger une réponse client basée sur la résolution et la classification",
+      description: "MCP tool description for response drafting"
+    },
+    "error.inputMustIncludeTicket": {
+      value: "L’entrée doit inclure un ticket",
+      description: "Error when input payload is missing the ticket field"
+    },
+    "error.ticketMissingId": {
+      value: "Le ticket n’a pas d’identifiant",
+      description: "Error when ticket object lacks an id"
+    },
+    "error.resolutionClassificationRequired": {
+      value: "la résolution et la classification sont requises",
+      description: "Error when draft endpoint is called without resolution and classification"
+    },
+    "feedback.noRecords": {
+      value: "Aucun retour enregistré pour le moment.",
+      description: "Placeholder when no feedback entries exist"
+    },
+    "feedback.status.escalated": {
+      value: "Escaladé",
+      description: "Status label for escalated tickets"
+    },
+    "feedback.status.autoResolved": {
+      value: "Résolu automatiquement",
+      description: "Status label for auto-resolved tickets"
+    },
+    "spec.instructionsAppendix": {
+      value: "Citez toujours les sources de connaissances du support et signalez les problèmes de conformité/facturation pour révision humaine en cas de doute.",
+      description: "Instructions appendix appended to agent spec"
+    }
+  }
+});
+
+// src/i18n/catalogs/es.ts
+import { defineTranslation as defineTranslation3 } from "@contractspec/lib.contracts-spec/translations";
+var esMessages = defineTranslation3({
+  meta: {
+    key: "support-bot.messages",
+    version: "1.0.0",
+    domain: "support-bot",
+    description: "Spanish translations for the support-bot package",
+    owners: ["platform"],
+    stability: "experimental"
+  },
+  locale: "es",
+  fallback: "en",
+  messages: {
+    "prompt.classifier.system": {
+      value: "Clasifica el ticket de soporte.",
+      description: "Classifier LLM system prompt"
+    },
+    "prompt.autoResponder.system": {
+      value: "Redacta respuestas de soporte empáticas y precisas citando fuentes cuando sea relevante.",
+      description: "Auto-responder LLM system prompt"
+    },
+    "prompt.autoResponder.user": {
+      value: `Ticket #{ticketId} ({category}, {priority}, {sentiment})
+Asunto: {subject}
+
+{body}
+
+Conocimientos:
+{knowledge}
+
+Responde al cliente.`,
+      description: "Auto-responder user prompt template",
+      placeholders: [
+        { name: "ticketId", type: "string" },
+        { name: "category", type: "string" },
+        { name: "priority", type: "string" },
+        { name: "sentiment", type: "string" },
+        { name: "subject", type: "string" },
+        { name: "body", type: "string" },
+        { name: "knowledge", type: "string" }
+      ]
+    },
+    "responder.closing.friendly": {
+      value: "Quedamos a su disposición si necesita cualquier otra cosa.",
+      description: "Friendly closing line for support responses"
+    },
+    "responder.closing.formal": {
+      value: "No dude en contactarnos si requiere asistencia adicional.",
+      description: "Formal closing line for support responses"
+    },
+    "responder.greeting.named": {
+      value: "Hola {name},",
+      description: "Greeting with customer name",
+      placeholders: [{ name: "name", type: "string" }]
+    },
+    "responder.greeting.anonymous": {
+      value: "Hola,",
+      description: "Greeting without customer name"
+    },
+    "responder.intro.thanks": {
+      value: "Gracias por contactarnos sobre «{subject}».",
+      description: "Thank-you intro referencing the ticket subject",
+      placeholders: [{ name: "subject", type: "string" }]
+    },
+    "responder.signature": {
+      value: "— Soporte ContractSpec",
+      description: "Email / response signature"
+    },
+    "responder.references.header": {
+      value: "Referencias:",
+      description: "Header for the references section"
+    },
+    "responder.references.sourceLabel": {
+      value: "Fuente {index}",
+      description: "Label for a numbered source reference",
+      placeholders: [{ name: "index", type: "number" }]
+    },
+    "responder.category.billing": {
+      value: "Entiendo que los problemas de facturación pueden ser estresantes, permítame aclarar la situación.",
+      description: "Category intro for billing tickets"
+    },
+    "responder.category.technical": {
+      value: "Veo que encontró un problema técnico. Esto es lo que sucedió y cómo solucionarlo.",
+      description: "Category intro for technical tickets"
+    },
+    "responder.category.product": {
+      value: "Gracias por compartir sus comentarios sobre el producto. Estos son los próximos pasos.",
+      description: "Category intro for product tickets"
+    },
+    "responder.category.account": {
+      value: "El acceso a la cuenta es fundamental, permítame guiarle hacia la resolución.",
+      description: "Category intro for account tickets"
+    },
+    "responder.category.compliance": {
+      value: "Las preguntas de cumplimiento requieren precisión. Consulte la respuesta alineada con las políticas a continuación.",
+      description: "Category intro for compliance tickets"
+    },
+    "responder.category.other": {
+      value: "Esto es lo que encontramos tras revisar su solicitud.",
+      description: "Category intro for uncategorized tickets"
+    },
+    "responder.subject.replyPrefix": {
+      value: "Re: {subject}",
+      description: "Reply subject line prefix",
+      placeholders: [{ name: "subject", type: "string" }]
+    },
+    "resolver.question.subjectLabel": {
+      value: "Asunto: {subject}",
+      description: "Subject label in resolver question context",
+      placeholders: [{ name: "subject", type: "string" }]
+    },
+    "resolver.question.channelLabel": {
+      value: "Canal: {channel}",
+      description: "Channel label in resolver question context",
+      placeholders: [{ name: "channel", type: "string" }]
+    },
+    "resolver.question.customerLabel": {
+      value: "Cliente: {name}",
+      description: "Customer label in resolver question context",
+      placeholders: [{ name: "name", type: "string" }]
+    },
+    "resolver.action.escalate": {
+      value: "Escalar para revisión humana",
+      description: "Action label for escalation"
+    },
+    "resolver.action.respond": {
+      value: "Enviar respuesta automática",
+      description: "Action label for automated response"
+    },
+    "resolver.escalation.insufficientConfidence": {
+      value: "Confianza insuficiente o referencias de conocimiento faltantes",
+      description: "Escalation reason when confidence is too low"
+    },
+    "tool.classify.title": {
+      value: "support_classify_ticket",
+      description: "MCP tool title for ticket classification"
+    },
+    "tool.classify.description": {
+      value: "Clasificar un ticket por prioridad, sentimiento y categoría",
+      description: "MCP tool description for ticket classification"
+    },
+    "tool.resolve.title": {
+      value: "support_resolve_ticket",
+      description: "MCP tool title for ticket resolution"
+    },
+    "tool.resolve.description": {
+      value: "Generar una resolución basada en conocimientos para un ticket",
+      description: "MCP tool description for ticket resolution"
+    },
+    "tool.draft.title": {
+      value: "support_draft_response",
+      description: "MCP tool title for response drafting"
+    },
+    "tool.draft.description": {
+      value: "Redactar una respuesta al cliente basada en la resolución y la clasificación",
+      description: "MCP tool description for response drafting"
+    },
+    "error.inputMustIncludeTicket": {
+      value: "La entrada debe incluir un ticket",
+      description: "Error when input payload is missing the ticket field"
+    },
+    "error.ticketMissingId": {
+      value: "El ticket no tiene identificador",
+      description: "Error when ticket object lacks an id"
+    },
+    "error.resolutionClassificationRequired": {
+      value: "la resolución y la clasificación son obligatorias",
+      description: "Error when draft endpoint is called without resolution and classification"
+    },
+    "feedback.noRecords": {
+      value: "No hay comentarios registrados aún.",
+      description: "Placeholder when no feedback entries exist"
+    },
+    "feedback.status.escalated": {
+      value: "Escalado",
+      description: "Status label for escalated tickets"
+    },
+    "feedback.status.autoResolved": {
+      value: "Resuelto automáticamente",
+      description: "Status label for auto-resolved tickets"
+    },
+    "spec.instructionsAppendix": {
+      value: "Cite siempre las fuentes de conocimiento de soporte y señale los problemas de cumplimiento/facturación para revisión humana en caso de duda.",
+      description: "Instructions appendix appended to agent spec"
+    }
+  }
+});
+
+// src/i18n/messages.ts
+import {
+  createI18nFactory
+} from "@contractspec/lib.contracts-spec/translations";
+import { interpolate } from "@contractspec/lib.contracts-spec/translations";
+var factory = createI18nFactory({
+  specKey: "support-bot.messages",
+  catalogs: [enMessages, frMessages, esMessages]
+});
+var createSupportBotI18n = factory.create;
+var getDefaultI18n = factory.getDefault;
+var resetI18nRegistry = factory.resetRegistry;
+
+// src/i18n/locale.ts
+import {
+  DEFAULT_LOCALE,
+  SUPPORTED_LOCALES,
+  resolveLocale,
+  isSupportedLocale
+} from "@contractspec/lib.contracts-spec/translations";
+
+// src/i18n/keys.ts
+var PROMPT_KEYS = {
+  "prompt.classifier.system": "prompt.classifier.system",
+  "prompt.autoResponder.system": "prompt.autoResponder.system",
+  "prompt.autoResponder.user": "prompt.autoResponder.user"
+};
+var RESPONDER_KEYS = {
+  "responder.closing.friendly": "responder.closing.friendly",
+  "responder.closing.formal": "responder.closing.formal",
+  "responder.greeting.named": "responder.greeting.named",
+  "responder.greeting.anonymous": "responder.greeting.anonymous",
+  "responder.intro.thanks": "responder.intro.thanks",
+  "responder.signature": "responder.signature",
+  "responder.references.header": "responder.references.header",
+  "responder.references.sourceLabel": "responder.references.sourceLabel",
+  "responder.category.billing": "responder.category.billing",
+  "responder.category.technical": "responder.category.technical",
+  "responder.category.product": "responder.category.product",
+  "responder.category.account": "responder.category.account",
+  "responder.category.compliance": "responder.category.compliance",
+  "responder.category.other": "responder.category.other",
+  "responder.subject.replyPrefix": "responder.subject.replyPrefix"
+};
+var RESOLVER_KEYS = {
+  "resolver.question.subjectLabel": "resolver.question.subjectLabel",
+  "resolver.question.channelLabel": "resolver.question.channelLabel",
+  "resolver.question.customerLabel": "resolver.question.customerLabel",
+  "resolver.action.escalate": "resolver.action.escalate",
+  "resolver.action.respond": "resolver.action.respond",
+  "resolver.escalation.insufficientConfidence": "resolver.escalation.insufficientConfidence"
+};
+var TOOL_KEYS = {
+  "tool.classify.title": "tool.classify.title",
+  "tool.classify.description": "tool.classify.description",
+  "tool.resolve.title": "tool.resolve.title",
+  "tool.resolve.description": "tool.resolve.description",
+  "tool.draft.title": "tool.draft.title",
+  "tool.draft.description": "tool.draft.description"
+};
+var ERROR_KEYS = {
+  "error.inputMustIncludeTicket": "error.inputMustIncludeTicket",
+  "error.ticketMissingId": "error.ticketMissingId",
+  "error.resolutionClassificationRequired": "error.resolutionClassificationRequired"
+};
+var FEEDBACK_KEYS = {
+  "feedback.noRecords": "feedback.noRecords",
+  "feedback.status.escalated": "feedback.status.escalated",
+  "feedback.status.autoResolved": "feedback.status.autoResolved"
+};
+var SPEC_KEYS = {
+  "spec.instructionsAppendix": "spec.instructionsAppendix"
+};
+var I18N_KEYS = {
+  ...PROMPT_KEYS,
+  ...RESPONDER_KEYS,
+  ...RESOLVER_KEYS,
+  ...TOOL_KEYS,
+  ...ERROR_KEYS,
+  ...FEEDBACK_KEYS,
+  ...SPEC_KEYS
+};
 // src/bot/auto-responder.ts
 class AutoResponder {
   llm;
   model;
   tone;
   closing;
+  i18n;
   constructor(options) {
     this.llm = options?.llm;
     this.model = options?.model;
     this.tone = options?.tone ?? "friendly";
-    this.closing = options?.closing ?? (this.tone === "friendly" ? "We remain available if you need anything else." : "Please let us know if you require additional assistance.");
+    this.i18n = createSupportBotI18n(options?.locale);
+    const { t } = this.i18n;
+    this.closing = options?.closing ?? (this.tone === "friendly" ? t("responder.closing.friendly") : t("responder.closing.formal"));
   }
   async draft(ticket, resolution, classification) {
     if (this.llm) {
@@ -17,21 +669,23 @@ class AutoResponder {
     return this.generateTemplate(ticket, resolution, classification);
   }
   async generateWithLLM(ticket, resolution, classification) {
-    const prompt = `You are a ${this.tone} support agent. Draft an email response.
-Ticket Subject: ${ticket.subject}
-Ticket Body: ${ticket.body}
-Detected Category: ${classification.category}
-Detected Priority: ${classification.priority}
-Resolution:
-${resolution.answer}
-Citations: ${resolution.citations.map((c) => c.label).join(", ")}`;
+    const { t } = this.i18n;
+    const prompt = t("prompt.autoResponder.user", {
+      tone: this.tone,
+      subject: ticket.subject,
+      body: ticket.body,
+      category: classification.category,
+      priority: classification.priority,
+      answer: resolution.answer,
+      citations: resolution.citations.map((c) => c.label).join(", ")
+    });
     const response = await this.llm.chat([
       {
         role: "system",
         content: [
           {
             type: "text",
-            text: "Write empathetic, accurate support replies that cite sources when relevant."
+            text: t("prompt.autoResponder.system")
           }
         ]
       },
@@ -44,17 +698,18 @@ Citations: ${resolution.citations.map((c) => c.label).join(", ")}`;
     return this.buildDraft(ticket, resolution, classification, body);
   }
   generateTemplate(ticket, resolution, classification) {
-    const greeting = ticket.customerName ? `Hi ${ticket.customerName},` : "Hi there,";
+    const { t } = this.i18n;
+    const greeting = ticket.customerName ? t("responder.greeting.named", { name: ticket.customerName }) : t("responder.greeting.anonymous");
     const body = `${greeting}
 
-Thanks for contacting us about "${ticket.subject}". ${this.renderCategoryIntro(classification)}
+${t("responder.intro.thanks", { subject: ticket.subject })} ${this.renderCategoryIntro(classification)}
 
 ${resolution.answer}
 
 ${this.renderCitations(resolution)}
 ${this.closing}
 
-— ContractSpec Support`;
+${t("responder.signature")}`;
     return this.buildDraft(ticket, resolution, classification, body);
   }
   buildDraft(ticket, resolution, classification, body) {
@@ -68,30 +723,32 @@ ${this.closing}
     };
   }
   renderCategoryIntro(classification) {
+    const { t } = this.i18n;
     switch (classification.category) {
       case "billing":
-        return "I understand billing issues can be stressful, so let me clarify the situation.";
+        return t("responder.category.billing");
       case "technical":
-        return "I see you encountered a technical issue. Here is what happened and how to fix it.";
+        return t("responder.category.technical");
       case "product":
-        return "Thanks for sharing feedback about the product. Here are the next steps.";
+        return t("responder.category.product");
       case "account":
-        return "Account access is critical, so let me walk you through the resolution.";
+        return t("responder.category.account");
       case "compliance":
-        return "Compliance questions require precision. See the policy-aligned answer below.";
+        return t("responder.category.compliance");
       default:
-        return "Here is what we found after reviewing your request.";
+        return t("responder.category.other");
     }
   }
   renderCitations(resolution) {
+    const { t } = this.i18n;
     if (!resolution.citations.length)
       return "";
     const lines = resolution.citations.map((citation, index) => {
-      const label = citation.label || `Source ${index + 1}`;
+      const label = citation.label || t("responder.references.sourceLabel", { index: index + 1 });
       const link = citation.url ? ` (${citation.url})` : "";
       return `- ${label}${link}`;
     });
-    return `References:
+    return `${t("responder.references.header")}
 ${lines.join(`
 `)}`;
   }
@@ -122,11 +779,12 @@ class SupportFeedbackLoop {
     };
   }
   feedbackSummary(limit = 5) {
+    const { t } = getDefaultI18n();
     const recent = this.history.slice(-limit);
     if (!recent.length)
-      return "No feedback recorded yet.";
+      return t("feedback.noRecords");
     return recent.map((entry) => {
-      const status = entry.resolution.actions.some((action) => action.type === "escalate") ? "Escalated" : "Auto-resolved";
+      const status = entry.resolution.actions.some((action) => action.type === "escalate") ? t("feedback.status.escalated") : t("feedback.status.autoResolved");
       return `${entry.ticket.subject} – ${status} (confidence: ${entry.resolution.confidence})`;
     }).join(`
 `);
@@ -297,10 +955,12 @@ class TicketResolver {
   knowledge;
   minConfidence;
   prependPrompt;
+  i18n;
   constructor(options) {
     this.knowledge = options.knowledge;
     this.minConfidence = options.minConfidence ?? 0.65;
     this.prependPrompt = options.prependPrompt;
+    this.i18n = createSupportBotI18n(options.locale);
   }
   async resolve(ticket) {
     const question = this.buildQuestion(ticket);
@@ -308,9 +968,14 @@ class TicketResolver {
     return this.toResolution(ticket, answer);
   }
   buildQuestion(ticket) {
-    const header = [`Subject: ${ticket.subject}`, `Channel: ${ticket.channel}`];
-    if (ticket.customerName)
-      header.push(`Customer: ${ticket.customerName}`);
+    const { t } = this.i18n;
+    const header = [
+      t("resolver.question.subjectLabel", { subject: ticket.subject }),
+      t("resolver.question.channelLabel", { channel: ticket.channel })
+    ];
+    if (ticket.customerName) {
+      header.push(t("resolver.question.customerLabel", { name: ticket.customerName }));
+    }
     const sections = [
       this.prependPrompt,
       header.join(`
@@ -331,6 +996,7 @@ class TicketResolver {
         score: ref.score
       };
     });
+    const { t } = this.i18n;
     const confidence = this.deriveConfidence(answer);
     const escalate = confidence < this.minConfidence || citations.length === 0;
     return {
@@ -339,9 +1005,9 @@ class TicketResolver {
       confidence,
       citations,
       actions: [
-        escalate ? { type: "escalate", label: "Escalate for human review" } : { type: "respond", label: "Send automated response" }
+        escalate ? { type: "escalate", label: t("resolver.action.escalate") } : { type: "respond", label: t("resolver.action.respond") }
       ],
-      escalationReason: escalate ? "Insufficient confidence or missing knowledge references" : undefined,
+      escalationReason: escalate ? t("resolver.escalation.insufficientConfidence") : undefined,
       knowledgeUpdates: escalate ? [ticket.body.slice(0, 200)] : undefined
     };
   }
@@ -356,35 +1022,193 @@ class TicketResolver {
 }
 // src/tickets/classifier.ts
 var CATEGORY_KEYWORDS = {
-  billing: ["invoice", "payout", "refund", "charge", "billing", "payment"],
-  technical: ["bug", "error", "crash", "issue", "failed", "timeout"],
-  product: ["feature", "roadmap", "idea", "request", "feedback"],
-  account: ["login", "password", "2fa", "account", "profile", "email change"],
-  compliance: ["kyc", "aml", "compliance", "regulation", "gdpr"],
-  other: []
+  en: {
+    billing: ["invoice", "payout", "refund", "charge", "billing", "payment"],
+    technical: ["bug", "error", "crash", "issue", "failed", "timeout"],
+    product: ["feature", "roadmap", "idea", "request", "feedback"],
+    account: ["login", "password", "2fa", "account", "profile", "email change"],
+    compliance: ["kyc", "aml", "compliance", "regulation", "gdpr"],
+    other: []
+  },
+  fr: {
+    billing: [
+      "facture",
+      "versement",
+      "remboursement",
+      "frais",
+      "facturation",
+      "paiement"
+    ],
+    technical: [
+      "bogue",
+      "erreur",
+      "plantage",
+      "problème",
+      "échoué",
+      "délai dépassé"
+    ],
+    product: [
+      "fonctionnalité",
+      "feuille de route",
+      "idée",
+      "demande",
+      "retour"
+    ],
+    account: [
+      "connexion",
+      "mot de passe",
+      "2fa",
+      "compte",
+      "profil",
+      "changement email"
+    ],
+    compliance: ["kyc", "aml", "conformité", "réglementation", "rgpd"],
+    other: []
+  },
+  es: {
+    billing: [
+      "factura",
+      "desembolso",
+      "reembolso",
+      "cargo",
+      "facturación",
+      "pago"
+    ],
+    technical: [
+      "error",
+      "fallo",
+      "caída",
+      "problema",
+      "fallido",
+      "tiempo agotado"
+    ],
+    product: [
+      "funcionalidad",
+      "hoja de ruta",
+      "idea",
+      "solicitud",
+      "comentario"
+    ],
+    account: [
+      "inicio de sesión",
+      "contraseña",
+      "2fa",
+      "cuenta",
+      "perfil",
+      "cambio de email"
+    ],
+    compliance: ["kyc", "aml", "cumplimiento", "regulación", "rgpd"],
+    other: []
+  }
 };
 var PRIORITY_HINTS = {
-  urgent: ["urgent", "asap", "immediately", "today", "right away"],
-  high: ["high priority", "blocking", "major", "critical"],
-  medium: ["soon", "next few days"],
-  low: ["nice to have", "when possible", "later"]
+  en: {
+    urgent: ["urgent", "asap", "immediately", "today", "right away"],
+    high: ["high priority", "blocking", "major", "critical"],
+    medium: ["soon", "next few days"],
+    low: ["nice to have", "when possible", "later"]
+  },
+  fr: {
+    urgent: [
+      "urgent",
+      "dès que possible",
+      "immédiatement",
+      "aujourd'hui",
+      "tout de suite"
+    ],
+    high: ["haute priorité", "bloquant", "majeur", "critique"],
+    medium: ["bientôt", "prochains jours"],
+    low: ["ce serait bien", "quand possible", "plus tard"]
+  },
+  es: {
+    urgent: [
+      "urgente",
+      "lo antes posible",
+      "inmediatamente",
+      "hoy",
+      "ahora mismo"
+    ],
+    high: ["alta prioridad", "bloqueante", "mayor", "crítico"],
+    medium: ["pronto", "próximos días"],
+    low: ["sería bueno", "cuando sea posible", "más tarde"]
+  }
 };
 var SENTIMENT_HINTS = {
-  positive: ["love", "great", "awesome", "thank you"],
-  neutral: ["question", "wonder", "curious"],
-  negative: ["unhappy", "bad", "terrible", "awful", "angry"],
-  frustrated: ["furious", "frustrated", "fed up", "ridiculous"]
+  en: {
+    positive: ["love", "great", "awesome", "thank you"],
+    neutral: ["question", "wonder", "curious"],
+    negative: ["unhappy", "bad", "terrible", "awful", "angry"],
+    frustrated: ["furious", "frustrated", "fed up", "ridiculous"]
+  },
+  fr: {
+    positive: ["adore", "super", "formidable", "merci"],
+    neutral: ["question", "demande", "curieux"],
+    negative: ["mécontent", "mauvais", "terrible", "affreux", "en colère"],
+    frustrated: ["furieux", "frustré", "ras le bol", "ridicule"]
+  },
+  es: {
+    positive: ["encanta", "genial", "increíble", "gracias"],
+    neutral: ["pregunta", "duda", "curioso"],
+    negative: ["descontento", "malo", "terrible", "horrible", "enojado"],
+    frustrated: ["furioso", "frustrado", "harto", "ridículo"]
+  }
+};
+var INTENT_KEYWORDS = {
+  en: [
+    { keyword: "refund", intent: "refund" },
+    { keyword: "chargeback", intent: "refund" },
+    { keyword: "payout", intent: "payout" },
+    { keyword: "login", intent: "login-help" },
+    { keyword: "feature", intent: "feature-request" },
+    { keyword: "bug", intent: "bug-report" },
+    { keyword: "error", intent: "bug-report" }
+  ],
+  fr: [
+    { keyword: "remboursement", intent: "refund" },
+    { keyword: "rétrofacturation", intent: "refund" },
+    { keyword: "versement", intent: "payout" },
+    { keyword: "connexion", intent: "login-help" },
+    { keyword: "fonctionnalité", intent: "feature-request" },
+    { keyword: "bogue", intent: "bug-report" },
+    { keyword: "erreur", intent: "bug-report" }
+  ],
+  es: [
+    { keyword: "reembolso", intent: "refund" },
+    { keyword: "contracargo", intent: "refund" },
+    { keyword: "desembolso", intent: "payout" },
+    { keyword: "inicio de sesión", intent: "login-help" },
+    { keyword: "funcionalidad", intent: "feature-request" },
+    { keyword: "error", intent: "bug-report" },
+    { keyword: "fallo", intent: "bug-report" }
+  ]
 };
+function resolveBaseLocale(locale) {
+  if (!locale)
+    return "en";
+  const base = locale.split("-")[0]?.toLowerCase() ?? "en";
+  if (base === "en" || base === "fr" || base === "es") {
+    return base;
+  }
+  return "en";
+}
 
 class TicketClassifier {
   keywords;
+  priorityHints;
+  sentimentHints;
+  intentKeywords;
   llm;
   llmModel;
+  locale;
   constructor(options) {
+    this.locale = resolveBaseLocale(options?.locale);
     this.keywords = {
-      ...CATEGORY_KEYWORDS,
+      ...CATEGORY_KEYWORDS[this.locale],
       ...options?.keywords ?? {}
     };
+    this.priorityHints = PRIORITY_HINTS[this.locale];
+    this.sentimentHints = SENTIMENT_HINTS[this.locale];
+    this.intentKeywords = INTENT_KEYWORDS[this.locale];
     this.llm = options?.llm;
     this.llmModel = options?.llmModel;
   }
@@ -396,7 +1220,12 @@ class TicketClassifier {
       const llmResult = await this.llm.chat([
         {
           role: "system",
-          content: [{ type: "text", text: "Classify the support ticket." }]
+          content: [
+            {
+              type: "text",
+              text: createSupportBotI18n(this.locale).t("prompt.classifier.system")
+            }
+          ]
         },
         {
           role: "user",
@@ -463,7 +1292,8 @@ ${ticket.body}`.toLowerCase();
       "medium",
       "low"
     ]) {
-      if (PRIORITY_HINTS[priority].some((word) => text.includes(word))) {
+      const hints = this.priorityHints[priority];
+      if (hints?.some((word) => text.includes(word))) {
         return priority;
       }
     }
@@ -476,25 +1306,21 @@ ${ticket.body}`.toLowerCase();
       "neutral",
       "positive"
     ]) {
-      if (SENTIMENT_HINTS[sentiment].some((word) => text.includes(word))) {
+      const hints = this.sentimentHints[sentiment];
+      if (hints?.some((word) => text.includes(word))) {
         return sentiment;
       }
     }
     return "neutral";
   }
   extractIntents(text) {
-    const intents = [];
-    if (text.includes("refund") || text.includes("chargeback"))
-      intents.push("refund");
-    if (text.includes("payout"))
-      intents.push("payout");
-    if (text.includes("login"))
-      intents.push("login-help");
-    if (text.includes("feature"))
-      intents.push("feature-request");
-    if (text.includes("bug") || text.includes("error"))
-      intents.push("bug-report");
-    return intents.length ? intents : ["general"];
+    const intents = new Set;
+    for (const { keyword, intent } of this.intentKeywords) {
+      if (text.includes(keyword)) {
+        intents.add(intent);
+      }
+    }
+    return intents.size > 0 ? [...intents] : ["general"];
   }
   estimateConfidence(category, priority, sentiment) {
     let base = 0.6;