@escalated-dev/escalated 0.8.0 → 0.9.0

package/src/widget/EscalatedWidget.vue

@@ -1,804 +1,804 @@
-<script setup>
-import { ref, computed, watch, onMounted } from 'vue';
-import { sanitizeHtml } from '../utils/sanitizeHtml';
-
-const props = defineProps({
-    baseUrl: { type: String, default: '' },
-    // Path prefix the host framework mounts widget routes under. Defaults
-    // to /support/widget which matches every host-adapter plugin
-    // (Laravel / Rails / Django / Adonis / WordPress / Filament /
-    // Symfony / .NET / Go / Spring / Phoenix). The NestJS reference
-    // mounts at /escalated/widget, so embedders on a NestJS backend
-    // should override this with data-widget-path="/escalated/widget".
-    widgetPath: { type: String, default: '/support/widget' },
-    initialColor: { type: String, default: '#4F46E5' },
-    initialPosition: { type: String, default: 'bottom-right' },
-});
-
-const isOpen = ref(false);
-const activeTab = ref('help');
-const error = ref('');
-const widgetConfig = ref(null);
-
-const color = computed(() => widgetConfig.value?.color || props.initialColor);
-const position = computed(() => widgetConfig.value?.position || props.initialPosition);
-const greeting = computed(() => widgetConfig.value?.greeting || 'Hi there! How can we help?');
-const departments = computed(() => widgetConfig.value?.departments || []);
-const kbEnabled = computed(() => widgetConfig.value?.kb_enabled ?? true);
-const chatAvailable = ref(false);
-const chatAvailabilityMessage = ref('');
-
-// Chat state
-const chatPhase = ref('pre'); // pre | live | post
-const chatSession = ref(null);
-const chatMessages = ref([]);
-const chatTypingUser = ref(null);
-const chatAgent = ref(null);
-const chatRating = ref(0);
-const chatComment = ref('');
-const chatRatingSubmitted = ref(false);
-const chatInput = ref('');
-const chatSending = ref(false);
-const chatConnectionStatus = ref('disconnected'); // connected | reconnecting | disconnected
-const preChatForm = ref({ name: '', email: '', department_id: '', message: '' });
-const chatStarting = ref(false);
-
-// WebSocket / polling for chat
-let chatPollTimer = null;
-let chatTypingTimer = null;
-let chatReconnectAttempts = 0;
-
-const searchQuery = ref('');
-const searchResults = ref([]);
-const searchLoading = ref(false);
-const selectedArticle = ref(null);
-const articleLoading = ref(false);
-
-const ticketForm = ref({
-    name: '',
-    email: '',
-    subject: '',
-    description: '',
-    department_id: '',
-});
-const ticketSubmitting = ref(false);
-const ticketSuccess = ref(null);
-
-const statusForm = ref({ email: '', reference: '' });
-const statusLoading = ref(false);
-const statusResult = ref(null);
-
-let searchTimer = null;
-
-async function api(method, apiPath, body = null) {
-    const url = `${props.baseUrl}${props.widgetPath}${apiPath}`;
-    const opts = {
-        method,
-        headers: {
-            Accept: 'application/json',
-            'Content-Type': 'application/json',
-        },
-    };
-    if (body) opts.body = JSON.stringify(body);
-    const res = await fetch(url, opts);
-    const data = await res.json();
-    if (!res.ok) throw { status: res.status, data };
-    return data;
-}
-
-onMounted(async () => {
-    try {
-        widgetConfig.value = await api('GET', '/config');
-    } catch {
-        // Widget may be disabled
-    }
-    // Check chat availability
-    try {
-        const avail = await api('GET', '/chat/availability');
-        chatAvailable.value = avail.available;
-        chatAvailabilityMessage.value = avail.message || '';
-    } catch {
-        chatAvailable.value = false;
-    }
-});
-
-// Chat functions
-async function startLiveChat() {
-    chatStarting.value = true;
-    error.value = '';
-    try {
-        const session = await api('POST', '/chat/start', {
-            name: preChatForm.value.name,
-            email: preChatForm.value.email,
-            department_id: preChatForm.value.department_id || null,
-            message: preChatForm.value.message,
-        });
-        chatSession.value = session;
-        chatPhase.value = 'live';
-        chatMessages.value = session.messages || [];
-        if (session.agent) {
-            chatAgent.value = session.agent;
-        }
-        chatConnectionStatus.value = 'connected';
-        startChatPolling();
-    } catch (e) {
-        if (e.data?.errors) {
-            error.value = Object.values(e.data.errors).flat().join(' ');
-        } else {
-            error.value = e.data?.message || 'Failed to start chat.';
-        }
-    } finally {
-        chatStarting.value = false;
-    }
-}
-
-async function sendChatMessage() {
-    if (!chatInput.value.trim() || chatSending.value || !chatSession.value) return;
-    chatSending.value = true;
-    const body = chatInput.value;
-    chatInput.value = '';
-
-    // Optimistic add
-    chatMessages.value.push({
-        id: Date.now(),
-        body,
-        is_agent: false,
-        author: { name: preChatForm.value.name || 'You' },
-        created_at: new Date().toISOString(),
-    });
-
-    try {
-        await api('POST', `/chat/${chatSession.value.id}/messages`, { body });
-    } catch {
-        error.value = 'Failed to send message.';
-    } finally {
-        chatSending.value = false;
-    }
-}
-
-function onChatKeydown(e) {
-    if (e.key === 'Enter' && !e.shiftKey) {
-        e.preventDefault();
-        sendChatMessage();
-    }
-}
-
-let lastWidgetTypingSent = 0;
-async function onChatInput() {
-    if (!chatSession.value) return;
-    const now = Date.now();
-    if (now - lastWidgetTypingSent < 3000) return;
-    lastWidgetTypingSent = now;
-    try {
-        await api('POST', `/chat/${chatSession.value.id}/typing`);
-    } catch {
-        // ignore
-    }
-}
-
-function startChatPolling() {
-    // Poll for new messages every 3 seconds as fallback
-    stopChatPolling();
-    chatPollTimer = setInterval(async () => {
-        if (!chatSession.value) return;
-        try {
-            const data = await api('GET', `/chat/${chatSession.value.id}/messages`);
-            if (data.messages) {
-                chatMessages.value = data.messages;
-            }
-            if (data.typing) {
-                chatTypingUser.value = data.typing;
-                clearTimeout(chatTypingTimer);
-                chatTypingTimer = setTimeout(() => {
-                    chatTypingUser.value = null;
-                }, 4000);
-            }
-            if (data.agent) {
-                chatAgent.value = data.agent;
-            }
-            if (data.ended) {
-                chatPhase.value = 'post';
-                stopChatPolling();
-            }
-            chatConnectionStatus.value = 'connected';
-            chatReconnectAttempts = 0;
-        } catch {
-            chatReconnectAttempts++;
-            if (chatReconnectAttempts > 3) {
-                chatConnectionStatus.value = 'disconnected';
-            } else {
-                chatConnectionStatus.value = 'reconnecting';
-            }
-        }
-    }, 3000);
-}
-
-function stopChatPolling() {
-    if (chatPollTimer) {
-        clearInterval(chatPollTimer);
-        chatPollTimer = null;
-    }
-}
-
-async function endLiveChat() {
-    if (!chatSession.value) return;
-    try {
-        await api('POST', `/chat/${chatSession.value.id}/end`);
-    } catch {
-        // ignore
-    }
-    chatPhase.value = 'post';
-    stopChatPolling();
-}
-
-async function submitChatRating() {
-    if (!chatSession.value || !chatRating.value) return;
-    try {
-        await api('POST', `/chat/${chatSession.value.id}/rate`, {
-            rating: chatRating.value,
-            comment: chatComment.value,
-        });
-        chatRatingSubmitted.value = true;
-    } catch {
-        error.value = 'Failed to submit rating.';
-    }
-}
-
-function startNewChat() {
-    chatPhase.value = 'pre';
-    chatSession.value = null;
-    chatMessages.value = [];
-    chatAgent.value = null;
-    chatRating.value = 0;
-    chatComment.value = '';
-    chatRatingSubmitted.value = false;
-    chatInput.value = '';
-    chatConnectionStatus.value = 'disconnected';
-    preChatForm.value = { name: '', email: '', department_id: '', message: '' };
-}
-
-function chatBubbleInitials(name) {
-    return (name || 'U')
-        .split(' ')
-        .map((w) => w[0])
-        .join('')
-        .toUpperCase()
-        .slice(0, 2);
-}
-
-watch(searchQuery, (q) => {
-    clearTimeout(searchTimer);
-    if (!q || q.length < 2) {
-        searchResults.value = [];
-        return;
-    }
-    searchTimer = setTimeout(async () => {
-        searchLoading.value = true;
-        error.value = '';
-        try {
-            const data = await api('GET', `/articles?q=${encodeURIComponent(q)}`);
-            searchResults.value = data.articles || [];
-        } catch {
-            searchResults.value = [];
-        } finally {
-            searchLoading.value = false;
-        }
-    }, 300);
-});
-
-async function viewArticle(slug) {
-    articleLoading.value = true;
-    error.value = '';
-    try {
-        selectedArticle.value = await api('GET', `/articles/${slug}`);
-    } catch {
-        error.value = 'Could not load article.';
-    } finally {
-        articleLoading.value = false;
-    }
-}
-
-function backToSearch() {
-    selectedArticle.value = null;
-}
-
-async function submitTicket() {
-    ticketSubmitting.value = true;
-    error.value = '';
-    try {
-        const data = await api('POST', '/tickets', {
-            name: ticketForm.value.name,
-            email: ticketForm.value.email,
-            subject: ticketForm.value.subject,
-            description: ticketForm.value.description,
-            department_id: ticketForm.value.department_id || null,
-        });
-        ticketSuccess.value = data;
-        ticketForm.value = {
-            name: '',
-            email: '',
-            subject: '',
-            description: '',
-            department_id: '',
-        };
-    } catch (e) {
-        if (e.data?.errors) {
-            error.value = Object.values(e.data.errors).flat().join(' ');
-        } else {
-            error.value = e.data?.message || 'Failed to submit ticket.';
-        }
-    } finally {
-        ticketSubmitting.value = false;
-    }
-}
-
-async function checkStatus() {
-    statusLoading.value = true;
-    error.value = '';
-    statusResult.value = null;
-    try {
-        const data = await api(
-            'GET',
-            `/tickets/${encodeURIComponent(statusForm.value.reference)}?email=${encodeURIComponent(statusForm.value.email)}`,
-        );
-        statusResult.value = data;
-    } catch (e) {
-        error.value = e.data?.message || 'Ticket not found.';
-    } finally {
-        statusLoading.value = false;
-    }
-}
-
-function togglePanel() {
-    isOpen.value = !isOpen.value;
-    error.value = '';
-}
-
-function formatDate(iso) {
-    try {
-        return new Date(iso).toLocaleDateString(undefined, {
-            month: 'short',
-            day: 'numeric',
-            hour: '2-digit',
-            minute: '2-digit',
-        });
-    } catch {
-        return iso;
-    }
-}
-</script>
-
-<template>
-    <button
-        class="esc-w-fab"
-        :class="position"
-        :style="{ backgroundColor: color }"
-        :aria-label="isOpen ? 'Close support widget' : 'Open support widget'"
-        @click="togglePanel"
-    >
-        <svg v-if="!isOpen" viewBox="0 0 24 24" xmlns="http://www.w3.org/2000/svg">
-            <path d="M20 2H4c-1.1 0-2 .9-2 2v18l4-4h14c1.1 0 2-.9 2-2V4c0-1.1-.9-2-2-2zm0 14H5.17L4 17.17V4h16v12z" />
-            <path d="M7 9h2v2H7zm4 0h2v2h-2zm4 0h2v2h-2z" />
-        </svg>
-        <svg v-else viewBox="0 0 24 24" xmlns="http://www.w3.org/2000/svg">
-            <path
-                d="M19 6.41L17.59 5 12 10.59 6.41 5 5 6.41 10.59 12 5 17.59 6.41 19 12 13.41 17.59 19 19 17.59 13.41 12z"
-            />
-        </svg>
-    </button>
-
-    <div
-        class="esc-w-panel"
-        :class="[position, { 'esc-open': isOpen }]"
-        :style="{ '--esc-widget-color': color }"
-        data-widget-panel
-    >
-        <div class="esc-w-header" :style="{ backgroundColor: color }">
-            <h2>Support</h2>
-            <p>{{ greeting }}</p>
-        </div>
-
-        <div class="esc-w-tabs">
-            <button
-                v-if="kbEnabled"
-                class="esc-w-tab"
-                :class="{ active: activeTab === 'help' }"
-                @click="
-                    activeTab = 'help';
-                    error = '';
-                "
-            >
-                Help
-            </button>
-            <button
-                class="esc-w-tab"
-                :class="{ active: activeTab === 'contact' }"
-                @click="
-                    activeTab = 'contact';
-                    error = '';
-                    ticketSuccess = null;
-                "
-            >
-                Contact
-            </button>
-            <button
-                v-if="chatAvailable"
-                class="esc-w-tab"
-                :class="{ active: activeTab === 'chat' }"
-                @click="
-                    activeTab = 'chat';
-                    error = '';
-                "
-            >
-                Chat
-            </button>
-            <button
-                class="esc-w-tab"
-                :class="{ active: activeTab === 'status' }"
-                @click="
-                    activeTab = 'status';
-                    error = '';
-                    statusResult = null;
-                "
-            >
-                Check Status
-            </button>
-        </div>
-
-        <div class="esc-w-body">
-            <template v-if="activeTab === 'help' && kbEnabled">
-                <template v-if="!selectedArticle">
-                    <div class="esc-w-field">
-                        <input v-model="searchQuery" type="text" class="esc-w-input" placeholder="Search for help..." />
-                    </div>
-                    <div v-if="searchLoading" class="esc-w-spinner"></div>
-                    <div v-else-if="searchResults.length">
-                        <div
-                            v-for="article in searchResults"
-                            :key="article.slug"
-                            class="esc-w-article"
-                            @click="viewArticle(article.slug)"
-                        >
-                            <h4>{{ article.title }}</h4>
-                            <p>{{ article.excerpt }}</p>
-                        </div>
-                    </div>
-                    <div v-else-if="searchQuery.length >= 2 && !searchLoading" class="esc-w-empty">
-                        No articles found.
-                    </div>
-                </template>
-                <template v-else>
-                    <div class="esc-w-article-detail">
-                        <button class="esc-w-back" @click="backToSearch">
-                            <svg width="14" height="14" viewBox="0 0 24 24" fill="currentColor">
-                                <path d="M20 11H7.83l5.59-5.59L12 4l-8 8 8 8 1.41-1.41L7.83 13H20v-2z" />
-                            </svg>
-                            Back
-                        </button>
-                        <div v-if="articleLoading" class="esc-w-spinner"></div>
-                        <template v-else>
-                            <h3>{{ selectedArticle.title }}</h3>
-                            <!-- eslint-disable-next-line vue/no-v-html -->
-                            <div class="esc-w-article-body" v-html="sanitizeHtml(selectedArticle.body)"></div>
-                        </template>
-                    </div>
-                </template>
-            </template>
-
-            <template v-if="activeTab === 'contact'">
-                <template v-if="ticketSuccess">
-                    <div class="esc-w-success">
-                        <svg viewBox="0 0 24 24" fill="currentColor" xmlns="http://www.w3.org/2000/svg">
-                            <path
-                                d="M12 2C6.48 2 2 6.48 2 12s4.48 10 10 10 10-4.48 10-10S17.52 2 12 2zm-2 15l-5-5 1.41-1.41L10 14.17l7.59-7.59L19 8l-9 9z"
-                            />
-                        </svg>
-                        <h4>Ticket Submitted</h4>
-                        <p>We'll get back to you shortly.</p>
-                        <span class="esc-w-ref">{{ ticketSuccess.reference }}</span>
-                    </div>
-                </template>
-                <template v-else>
-                    <div v-if="error" class="esc-w-error">{{ error }}</div>
-                    <form @submit.prevent="submitTicket">
-                        <div class="esc-w-field">
-                            <label class="esc-w-label">Name</label>
-                            <input v-model="ticketForm.name" type="text" class="esc-w-input" required />
-                        </div>
-                        <div class="esc-w-field">
-                            <label class="esc-w-label">Email</label>
-                            <input v-model="ticketForm.email" type="email" class="esc-w-input" required />
-                        </div>
-                        <div class="esc-w-field">
-                            <label class="esc-w-label">Subject</label>
-                            <input v-model="ticketForm.subject" type="text" class="esc-w-input" required />
-                        </div>
-                        <div class="esc-w-field">
-                            <label class="esc-w-label">Description</label>
-                            <textarea v-model="ticketForm.description" class="esc-w-textarea" required></textarea>
-                        </div>
-                        <div v-if="departments.length" class="esc-w-field">
-                            <label class="esc-w-label">Department</label>
-                            <select v-model="ticketForm.department_id" class="esc-w-select">
-                                <option value="">Select a department...</option>
-                                <option v-for="dept in departments" :key="dept.id" :value="dept.id">
-                                    {{ dept.name }}
-                                </option>
-                            </select>
-                        </div>
-                        <button
-                            type="submit"
-                            class="esc-w-btn"
-                            :style="{ backgroundColor: color }"
-                            :disabled="ticketSubmitting"
-                        >
-                            {{ ticketSubmitting ? 'Submitting...' : 'Submit Ticket' }}
-                        </button>
-                    </form>
-                </template>
-            </template>
-
-            <!-- Chat Tab -->
-            <template v-if="activeTab === 'chat'">
-                <!-- Pre-chat form -->
-                <template v-if="chatPhase === 'pre'">
-                    <div class="esc-w-chat-avail">
-                        <span class="esc-w-chat-dot-green"></span>
-                        {{ chatAvailabilityMessage || 'Chat with us — typically replies in under 2 min' }}
-                    </div>
-                    <div v-if="error" class="esc-w-error">{{ error }}</div>
-                    <form @submit.prevent="startLiveChat">
-                        <div class="esc-w-field">
-                            <label class="esc-w-label">Name</label>
-                            <input v-model="preChatForm.name" type="text" class="esc-w-input" required />
-                        </div>
-                        <div class="esc-w-field">
-                            <label class="esc-w-label">Email</label>
-                            <input v-model="preChatForm.email" type="email" class="esc-w-input" required />
-                        </div>
-                        <div v-if="departments.length > 1" class="esc-w-field">
-                            <label class="esc-w-label">Department</label>
-                            <select v-model="preChatForm.department_id" class="esc-w-select">
-                                <option value="">Select a department...</option>
-                                <option v-for="dept in departments" :key="dept.id" :value="dept.id">
-                                    {{ dept.name }}
-                                </option>
-                            </select>
-                        </div>
-                        <div class="esc-w-field">
-                            <label class="esc-w-label">Message (optional)</label>
-                            <textarea v-model="preChatForm.message" class="esc-w-textarea"></textarea>
-                        </div>
-                        <button
-                            type="submit"
-                            class="esc-w-btn"
-                            :style="{ backgroundColor: color }"
-                            :disabled="chatStarting"
-                        >
-                            {{ chatStarting ? 'Starting...' : 'Start Chat' }}
-                        </button>
-                    </form>
-                </template>
-
-                <!-- Live chat -->
-                <template v-else-if="chatPhase === 'live'">
-                    <div class="esc-w-chat-header-bar">
-                        <div class="esc-w-chat-agent-info">
-                            <div v-if="chatAgent" class="esc-w-chat-agent-avatar">
-                                {{ chatBubbleInitials(chatAgent.name) }}
-                            </div>
-                            <span v-if="chatAgent">Chatting with {{ chatAgent.name }}</span>
-                            <span v-else>Waiting for agent...</span>
-                        </div>
-                        <div class="esc-w-chat-header-actions">
-                            <span :class="['esc-w-chat-conn-dot', 'esc-w-chat-conn-' + chatConnectionStatus]"></span>
-                            <button class="esc-w-chat-end-link" @click="endLiveChat">End</button>
-                        </div>
-                    </div>
-                    <div id="esc-chat-messages" class="esc-w-chat-messages">
-                        <div
-                            v-for="msg in chatMessages"
-                            :key="msg.id"
-                            :class="[
-                                'esc-w-chat-bubble-row',
-                                msg.is_agent ? 'esc-w-chat-agent' : 'esc-w-chat-customer',
-                            ]"
-                        >
-                            <div v-if="!msg.is_agent" class="esc-w-chat-avatar-sm">
-                                {{ chatBubbleInitials(msg.author?.name) }}
-                            </div>
-                            <div
-                                :class="[
-                                    'esc-w-chat-bubble',
-                                    msg.is_agent ? 'esc-w-chat-bubble-agent' : 'esc-w-chat-bubble-customer',
-                                ]"
-                                :style="msg.is_agent ? { backgroundColor: color } : {}"
-                            >
-                                {{ msg.body }}
-                            </div>
-                            <div v-if="msg.is_agent" class="esc-w-chat-avatar-sm esc-w-chat-avatar-agent">
-                                {{ chatBubbleInitials(msg.author?.name) }}
-                            </div>
-                        </div>
-                        <div v-if="chatTypingUser" class="esc-w-chat-typing">
-                            <span class="esc-w-chat-typing-dots"><span></span><span></span><span></span></span>
-                            {{ chatTypingUser }} is typing...
-                        </div>
-                        <div v-if="!chatMessages.length && !chatTypingUser" class="esc-w-empty">
-                            Chat started — waiting for messages
-                        </div>
-                    </div>
-                    <div class="esc-w-chat-input-bar">
-                        <input
-                            v-model="chatInput"
-                            type="text"
-                            class="esc-w-chat-input"
-                            placeholder="Type a message..."
-                            @keydown="onChatKeydown"
-                            @input="onChatInput"
-                        />
-                        <button
-                            class="esc-w-chat-send"
-                            :style="{ backgroundColor: color }"
-                            :disabled="!chatInput.trim() || chatSending"
-                            @click="sendChatMessage"
-                        >
-                            <svg width="16" height="16" viewBox="0 0 24 24" fill="currentColor">
-                                <path d="M2.01 21L23 12 2.01 3 2 10l15 2-15 2z" />
-                            </svg>
-                        </button>
-                    </div>
-                </template>
-
-                <!-- Post-chat -->
-                <template v-else-if="chatPhase === 'post'">
-                    <template v-if="!chatRatingSubmitted">
-                        <div class="esc-w-success">
-                            <h4>Chat Ended</h4>
-                            <p>How was your experience?</p>
-                        </div>
-                        <div class="esc-w-chat-rating">
-                            <button
-                                v-for="star in 5"
-                                :key="star"
-                                :class="['esc-w-chat-star', chatRating >= star ? 'esc-w-chat-star-active' : '']"
-                                @click="chatRating = star"
-                            >
-                                <svg viewBox="0 0 24 24" fill="currentColor" width="28" height="28">
-                                    <path
-                                        d="M12 17.27L18.18 21l-1.64-7.03L22 9.24l-7.19-.61L12 2 9.19 8.63 2 9.24l5.46 4.73L5.82 21z"
-                                    />
-                                </svg>
-                            </button>
-                        </div>
-                        <div class="esc-w-field">
-                            <textarea
-                                v-model="chatComment"
-                                class="esc-w-textarea"
-                                placeholder="Any additional feedback? (optional)"
-                            ></textarea>
-                        </div>
-                        <button
-                            class="esc-w-btn"
-                            :style="{ backgroundColor: color }"
-                            :disabled="!chatRating"
-                            @click="submitChatRating"
-                        >
-                            Submit Rating
-                        </button>
-                        <button class="esc-w-back" style="margin-top: 12px" @click="startNewChat">
-                            Start New Chat
-                        </button>
-                    </template>
-                    <template v-else>
-                        <div class="esc-w-success">
-                            <svg viewBox="0 0 24 24" fill="currentColor" xmlns="http://www.w3.org/2000/svg">
-                                <path
-                                    d="M12 2C6.48 2 2 6.48 2 12s4.48 10 10 10 10-4.48 10-10S17.52 2 12 2zm-2 15l-5-5 1.41-1.41L10 14.17l7.59-7.59L19 8l-9 9z"
-                                />
-                            </svg>
-                            <h4>Thank you!</h4>
-                            <p>Your feedback has been submitted.</p>
-                        </div>
-                        <button class="esc-w-btn" :style="{ backgroundColor: color }" @click="startNewChat">
-                            Start New Chat
-                        </button>
-                        <button class="esc-w-back" style="margin-top: 12px" @click="activeTab = 'status'">Close</button>
-                    </template>
-                </template>
-            </template>
-
-            <template v-if="activeTab === 'status'">
-                <div v-if="error" class="esc-w-error">{{ error }}</div>
-                <template v-if="!statusResult">
-                    <form @submit.prevent="checkStatus">
-                        <div class="esc-w-field">
-                            <label class="esc-w-label">Email Address</label>
-                            <input
-                                v-model="statusForm.email"
-                                type="email"
-                                class="esc-w-input"
-                                placeholder="you@example.com"
-                                required
-                            />
-                        </div>
-                        <div class="esc-w-field">
-                            <label class="esc-w-label">Ticket Reference</label>
-                            <input
-                                v-model="statusForm.reference"
-                                type="text"
-                                class="esc-w-input"
-                                placeholder="ESC-00001"
-                                required
-                            />
-                        </div>
-                        <button
-                            type="submit"
-                            class="esc-w-btn"
-                            :style="{ backgroundColor: color }"
-                            :disabled="statusLoading"
-                        >
-                            {{ statusLoading ? 'Checking...' : 'Check Status' }}
-                        </button>
-                    </form>
-                </template>
-                <template v-else>
-                    <button
-                        class="esc-w-back"
-                        @click="
-                            statusResult = null;
-                            error = '';
-                        "
-                    >
-                        <svg width="14" height="14" viewBox="0 0 24 24" fill="currentColor">
-                            <path d="M20 11H7.83l5.59-5.59L12 4l-8 8 8 8 1.41-1.41L7.83 13H20v-2z" />
-                        </svg>
-                        Back
-                    </button>
-                    <div class="esc-w-status-card">
-                        <div
-                            style="
-                                display: flex;
-                                justify-content: space-between;
-                                align-items: flex-start;
-                                margin-bottom: 8px;
-                            "
-                        >
-                            <h4>{{ statusResult.subject }}</h4>
-                            <span
-                                class="esc-w-status-badge"
-                                :style="{
-                                    backgroundColor: statusResult.status_color,
-                                }"
-                            >
-                                {{ statusResult.status_label }}
-                            </span>
-                        </div>
-                        <div style="font-size: 12px; color: #6b7280">
-                            <span>{{ statusResult.reference }}</span>
-                            <span v-if="statusResult.department"> &middot; {{ statusResult.department }}</span>
-                            <span>
-                                &middot;
-                                {{ formatDate(statusResult.created_at) }}</span
-                            >
-                        </div>
-                    </div>
-                    <div v-if="statusResult.replies?.length">
-                        <div v-for="(reply, i) in statusResult.replies" :key="i" class="esc-w-reply">
-                            <div style="display: flex; justify-content: space-between; align-items: center">
-                                <span>
-                                    <span class="esc-w-reply-author">{{ reply.author }}</span>
-                                    <span v-if="reply.is_agent" class="esc-w-reply-agent">Staff</span>
-                                </span>
-                                <span class="esc-w-reply-time">{{ formatDate(reply.created_at) }}</span>
-                            </div>
-                            <!-- eslint-disable-next-line vue/no-v-html -->
-                            <div class="esc-w-reply-body" v-html="sanitizeHtml(reply.body)"></div>
-                        </div>
-                    </div>
-                    <div v-else class="esc-w-empty">No replies yet.</div>
-                </template>
-            </template>
-        </div>
-    </div>
-</template>
+<script setup>
+import { ref, computed, watch, onMounted } from 'vue';
+import { sanitizeHtml } from '../utils/sanitizeHtml';
+
+const props = defineProps({
+    baseUrl: { type: String, default: '' },
+    // Path prefix the host framework mounts widget routes under. Defaults
+    // to /support/widget which matches every host-adapter plugin
+    // (Laravel / Rails / Django / Adonis / WordPress / Filament /
+    // Symfony / .NET / Go / Spring / Phoenix). The NestJS reference
+    // mounts at /escalated/widget, so embedders on a NestJS backend
+    // should override this with data-widget-path="/escalated/widget".
+    widgetPath: { type: String, default: '/support/widget' },
+    initialColor: { type: String, default: '#4F46E5' },
+    initialPosition: { type: String, default: 'bottom-right' },
+});
+
+const isOpen = ref(false);
+const activeTab = ref('help');
+const error = ref('');
+const widgetConfig = ref(null);
+
+const color = computed(() => widgetConfig.value?.color || props.initialColor);
+const position = computed(() => widgetConfig.value?.position || props.initialPosition);
+const greeting = computed(() => widgetConfig.value?.greeting || 'Hi there! How can we help?');
+const departments = computed(() => widgetConfig.value?.departments || []);
+const kbEnabled = computed(() => widgetConfig.value?.kb_enabled ?? true);
+const chatAvailable = ref(false);
+const chatAvailabilityMessage = ref('');
+
+// Chat state
+const chatPhase = ref('pre'); // pre | live | post
+const chatSession = ref(null);
+const chatMessages = ref([]);
+const chatTypingUser = ref(null);
+const chatAgent = ref(null);
+const chatRating = ref(0);
+const chatComment = ref('');
+const chatRatingSubmitted = ref(false);
+const chatInput = ref('');
+const chatSending = ref(false);
+const chatConnectionStatus = ref('disconnected'); // connected | reconnecting | disconnected
+const preChatForm = ref({ name: '', email: '', department_id: '', message: '' });
+const chatStarting = ref(false);
+
+// WebSocket / polling for chat
+let chatPollTimer = null;
+let chatTypingTimer = null;
+let chatReconnectAttempts = 0;
+
+const searchQuery = ref('');
+const searchResults = ref([]);
+const searchLoading = ref(false);
+const selectedArticle = ref(null);
+const articleLoading = ref(false);
+
+const ticketForm = ref({
+    name: '',
+    email: '',
+    subject: '',
+    description: '',
+    department_id: '',
+});
+const ticketSubmitting = ref(false);
+const ticketSuccess = ref(null);
+
+const statusForm = ref({ email: '', reference: '' });
+const statusLoading = ref(false);
+const statusResult = ref(null);
+
+let searchTimer = null;
+
+async function api(method, apiPath, body = null) {
+    const url = `${props.baseUrl}${props.widgetPath}${apiPath}`;
+    const opts = {
+        method,
+        headers: {
+            Accept: 'application/json',
+            'Content-Type': 'application/json',
+        },
+    };
+    if (body) opts.body = JSON.stringify(body);
+    const res = await fetch(url, opts);
+    const data = await res.json();
+    if (!res.ok) throw { status: res.status, data };
+    return data;
+}
+
+onMounted(async () => {
+    try {
+        widgetConfig.value = await api('GET', '/config');
+    } catch {
+        // Widget may be disabled
+    }
+    // Check chat availability
+    try {
+        const avail = await api('GET', '/chat/availability');
+        chatAvailable.value = avail.available;
+        chatAvailabilityMessage.value = avail.message || '';
+    } catch {
+        chatAvailable.value = false;
+    }
+});
+
+// Chat functions
+async function startLiveChat() {
+    chatStarting.value = true;
+    error.value = '';
+    try {
+        const session = await api('POST', '/chat/start', {
+            name: preChatForm.value.name,
+            email: preChatForm.value.email,
+            department_id: preChatForm.value.department_id || null,
+            message: preChatForm.value.message,
+        });
+        chatSession.value = session;
+        chatPhase.value = 'live';
+        chatMessages.value = session.messages || [];
+        if (session.agent) {
+            chatAgent.value = session.agent;
+        }
+        chatConnectionStatus.value = 'connected';
+        startChatPolling();
+    } catch (e) {
+        if (e.data?.errors) {
+            error.value = Object.values(e.data.errors).flat().join(' ');
+        } else {
+            error.value = e.data?.message || 'Failed to start chat.';
+        }
+    } finally {
+        chatStarting.value = false;
+    }
+}
+
+async function sendChatMessage() {
+    if (!chatInput.value.trim() || chatSending.value || !chatSession.value) return;
+    chatSending.value = true;
+    const body = chatInput.value;
+    chatInput.value = '';
+
+    // Optimistic add
+    chatMessages.value.push({
+        id: Date.now(),
+        body,
+        is_agent: false,
+        author: { name: preChatForm.value.name || 'You' },
+        created_at: new Date().toISOString(),
+    });
+
+    try {
+        await api('POST', `/chat/${chatSession.value.id}/messages`, { body });
+    } catch {
+        error.value = 'Failed to send message.';
+    } finally {
+        chatSending.value = false;
+    }
+}
+
+function onChatKeydown(e) {
+    if (e.key === 'Enter' && !e.shiftKey) {
+        e.preventDefault();
+        sendChatMessage();
+    }
+}
+
+let lastWidgetTypingSent = 0;
+async function onChatInput() {
+    if (!chatSession.value) return;
+    const now = Date.now();
+    if (now - lastWidgetTypingSent < 3000) return;
+    lastWidgetTypingSent = now;
+    try {
+        await api('POST', `/chat/${chatSession.value.id}/typing`);
+    } catch {
+        // ignore
+    }
+}
+
+function startChatPolling() {
+    // Poll for new messages every 3 seconds as fallback
+    stopChatPolling();
+    chatPollTimer = setInterval(async () => {
+        if (!chatSession.value) return;
+        try {
+            const data = await api('GET', `/chat/${chatSession.value.id}/messages`);
+            if (data.messages) {
+                chatMessages.value = data.messages;
+            }
+            if (data.typing) {
+                chatTypingUser.value = data.typing;
+                clearTimeout(chatTypingTimer);
+                chatTypingTimer = setTimeout(() => {
+                    chatTypingUser.value = null;
+                }, 4000);
+            }
+            if (data.agent) {
+                chatAgent.value = data.agent;
+            }
+            if (data.ended) {
+                chatPhase.value = 'post';
+                stopChatPolling();
+            }
+            chatConnectionStatus.value = 'connected';
+            chatReconnectAttempts = 0;
+        } catch {
+            chatReconnectAttempts++;
+            if (chatReconnectAttempts > 3) {
+                chatConnectionStatus.value = 'disconnected';
+            } else {
+                chatConnectionStatus.value = 'reconnecting';
+            }
+        }
+    }, 3000);
+}
+
+function stopChatPolling() {
+    if (chatPollTimer) {
+        clearInterval(chatPollTimer);
+        chatPollTimer = null;
+    }
+}
+
+async function endLiveChat() {
+    if (!chatSession.value) return;
+    try {
+        await api('POST', `/chat/${chatSession.value.id}/end`);
+    } catch {
+        // ignore
+    }
+    chatPhase.value = 'post';
+    stopChatPolling();
+}
+
+async function submitChatRating() {
+    if (!chatSession.value || !chatRating.value) return;
+    try {
+        await api('POST', `/chat/${chatSession.value.id}/rate`, {
+            rating: chatRating.value,
+            comment: chatComment.value,
+        });
+        chatRatingSubmitted.value = true;
+    } catch {
+        error.value = 'Failed to submit rating.';
+    }
+}
+
+function startNewChat() {
+    chatPhase.value = 'pre';
+    chatSession.value = null;
+    chatMessages.value = [];
+    chatAgent.value = null;
+    chatRating.value = 0;
+    chatComment.value = '';
+    chatRatingSubmitted.value = false;
+    chatInput.value = '';
+    chatConnectionStatus.value = 'disconnected';
+    preChatForm.value = { name: '', email: '', department_id: '', message: '' };
+}
+
+function chatBubbleInitials(name) {
+    return (name || 'U')
+        .split(' ')
+        .map((w) => w[0])
+        .join('')
+        .toUpperCase()
+        .slice(0, 2);
+}
+
+watch(searchQuery, (q) => {
+    clearTimeout(searchTimer);
+    if (!q || q.length < 2) {
+        searchResults.value = [];
+        return;
+    }
+    searchTimer = setTimeout(async () => {
+        searchLoading.value = true;
+        error.value = '';
+        try {
+            const data = await api('GET', `/articles?q=${encodeURIComponent(q)}`);
+            searchResults.value = data.articles || [];
+        } catch {
+            searchResults.value = [];
+        } finally {
+            searchLoading.value = false;
+        }
+    }, 300);
+});
+
+async function viewArticle(slug) {
+    articleLoading.value = true;
+    error.value = '';
+    try {
+        selectedArticle.value = await api('GET', `/articles/${slug}`);
+    } catch {
+        error.value = 'Could not load article.';
+    } finally {
+        articleLoading.value = false;
+    }
+}
+
+function backToSearch() {
+    selectedArticle.value = null;
+}
+
+async function submitTicket() {
+    ticketSubmitting.value = true;
+    error.value = '';
+    try {
+        const data = await api('POST', '/tickets', {
+            name: ticketForm.value.name,
+            email: ticketForm.value.email,
+            subject: ticketForm.value.subject,
+            description: ticketForm.value.description,
+            department_id: ticketForm.value.department_id || null,
+        });
+        ticketSuccess.value = data;
+        ticketForm.value = {
+            name: '',
+            email: '',
+            subject: '',
+            description: '',
+            department_id: '',
+        };
+    } catch (e) {
+        if (e.data?.errors) {
+            error.value = Object.values(e.data.errors).flat().join(' ');
+        } else {
+            error.value = e.data?.message || 'Failed to submit ticket.';
+        }
+    } finally {
+        ticketSubmitting.value = false;
+    }
+}
+
+async function checkStatus() {
+    statusLoading.value = true;
+    error.value = '';
+    statusResult.value = null;
+    try {
+        const data = await api(
+            'GET',
+            `/tickets/${encodeURIComponent(statusForm.value.reference)}?email=${encodeURIComponent(statusForm.value.email)}`,
+        );
+        statusResult.value = data;
+    } catch (e) {
+        error.value = e.data?.message || 'Ticket not found.';
+    } finally {
+        statusLoading.value = false;
+    }
+}
+
+function togglePanel() {
+    isOpen.value = !isOpen.value;
+    error.value = '';
+}
+
+function formatDate(iso) {
+    try {
+        return new Date(iso).toLocaleDateString(undefined, {
+            month: 'short',
+            day: 'numeric',
+            hour: '2-digit',
+            minute: '2-digit',
+        });
+    } catch {
+        return iso;
+    }
+}
+</script>
+
+<template>
+    <button
+        class="esc-w-fab"
+        :class="position"
+        :style="{ backgroundColor: color }"
+        :aria-label="isOpen ? 'Close support widget' : 'Open support widget'"
+        @click="togglePanel"
+    >
+        <svg v-if="!isOpen" viewBox="0 0 24 24" xmlns="http://www.w3.org/2000/svg">
+            <path d="M20 2H4c-1.1 0-2 .9-2 2v18l4-4h14c1.1 0 2-.9 2-2V4c0-1.1-.9-2-2-2zm0 14H5.17L4 17.17V4h16v12z" />
+            <path d="M7 9h2v2H7zm4 0h2v2h-2zm4 0h2v2h-2z" />
+        </svg>
+        <svg v-else viewBox="0 0 24 24" xmlns="http://www.w3.org/2000/svg">
+            <path
+                d="M19 6.41L17.59 5 12 10.59 6.41 5 5 6.41 10.59 12 5 17.59 6.41 19 12 13.41 17.59 19 19 17.59 13.41 12z"
+            />
+        </svg>
+    </button>
+
+    <div
+        class="esc-w-panel"
+        :class="[position, { 'esc-open': isOpen }]"
+        :style="{ '--esc-widget-color': color }"
+        data-widget-panel
+    >
+        <div class="esc-w-header" :style="{ backgroundColor: color }">
+            <h2>Support</h2>
+            <p>{{ greeting }}</p>
+        </div>
+
+        <div class="esc-w-tabs">
+            <button
+                v-if="kbEnabled"
+                class="esc-w-tab"
+                :class="{ active: activeTab === 'help' }"
+                @click="
+                    activeTab = 'help';
+                    error = '';
+                "
+            >
+                Help
+            </button>
+            <button
+                class="esc-w-tab"
+                :class="{ active: activeTab === 'contact' }"
+                @click="
+                    activeTab = 'contact';
+                    error = '';
+                    ticketSuccess = null;
+                "
+            >
+                Contact
+            </button>
+            <button
+                v-if="chatAvailable"
+                class="esc-w-tab"
+                :class="{ active: activeTab === 'chat' }"
+                @click="
+                    activeTab = 'chat';
+                    error = '';
+                "
+            >
+                Chat
+            </button>
+            <button
+                class="esc-w-tab"
+                :class="{ active: activeTab === 'status' }"
+                @click="
+                    activeTab = 'status';
+                    error = '';
+                    statusResult = null;
+                "
+            >
+                Check Status
+            </button>
+        </div>
+
+        <div class="esc-w-body">
+            <template v-if="activeTab === 'help' && kbEnabled">
+                <template v-if="!selectedArticle">
+                    <div class="esc-w-field">
+                        <input v-model="searchQuery" type="text" class="esc-w-input" placeholder="Search for help..." />
+                    </div>
+                    <div v-if="searchLoading" class="esc-w-spinner"></div>
+                    <div v-else-if="searchResults.length">
+                        <div
+                            v-for="article in searchResults"
+                            :key="article.slug"
+                            class="esc-w-article"
+                            @click="viewArticle(article.slug)"
+                        >
+                            <h4>{{ article.title }}</h4>
+                            <p>{{ article.excerpt }}</p>
+                        </div>
+                    </div>
+                    <div v-else-if="searchQuery.length >= 2 && !searchLoading" class="esc-w-empty">
+                        No articles found.
+                    </div>
+                </template>
+                <template v-else>
+                    <div class="esc-w-article-detail">
+                        <button class="esc-w-back" @click="backToSearch">
+                            <svg width="14" height="14" viewBox="0 0 24 24" fill="currentColor">
+                                <path d="M20 11H7.83l5.59-5.59L12 4l-8 8 8 8 1.41-1.41L7.83 13H20v-2z" />
+                            </svg>
+                            Back
+                        </button>
+                        <div v-if="articleLoading" class="esc-w-spinner"></div>
+                        <template v-else>
+                            <h3>{{ selectedArticle.title }}</h3>
+                            <!-- eslint-disable-next-line vue/no-v-html -->
+                            <div class="esc-w-article-body" v-html="sanitizeHtml(selectedArticle.body)"></div>
+                        </template>
+                    </div>
+                </template>
+            </template>
+
+            <template v-if="activeTab === 'contact'">
+                <template v-if="ticketSuccess">
+                    <div class="esc-w-success">
+                        <svg viewBox="0 0 24 24" fill="currentColor" xmlns="http://www.w3.org/2000/svg">
+                            <path
+                                d="M12 2C6.48 2 2 6.48 2 12s4.48 10 10 10 10-4.48 10-10S17.52 2 12 2zm-2 15l-5-5 1.41-1.41L10 14.17l7.59-7.59L19 8l-9 9z"
+                            />
+                        </svg>
+                        <h4>Ticket Submitted</h4>
+                        <p>We'll get back to you shortly.</p>
+                        <span class="esc-w-ref">{{ ticketSuccess.reference }}</span>
+                    </div>
+                </template>
+                <template v-else>
+                    <div v-if="error" class="esc-w-error">{{ error }}</div>
+                    <form @submit.prevent="submitTicket">
+                        <div class="esc-w-field">
+                            <label class="esc-w-label">Name</label>
+                            <input v-model="ticketForm.name" type="text" class="esc-w-input" required />
+                        </div>
+                        <div class="esc-w-field">
+                            <label class="esc-w-label">Email</label>
+                            <input v-model="ticketForm.email" type="email" class="esc-w-input" required />
+                        </div>
+                        <div class="esc-w-field">
+                            <label class="esc-w-label">Subject</label>
+                            <input v-model="ticketForm.subject" type="text" class="esc-w-input" required />
+                        </div>
+                        <div class="esc-w-field">
+                            <label class="esc-w-label">Description</label>
+                            <textarea v-model="ticketForm.description" class="esc-w-textarea" required></textarea>
+                        </div>
+                        <div v-if="departments.length" class="esc-w-field">
+                            <label class="esc-w-label">Department</label>
+                            <select v-model="ticketForm.department_id" class="esc-w-select">
+                                <option value="">Select a department...</option>
+                                <option v-for="dept in departments" :key="dept.id" :value="dept.id">
+                                    {{ dept.name }}
+                                </option>
+                            </select>
+                        </div>
+                        <button
+                            type="submit"
+                            class="esc-w-btn"
+                            :style="{ backgroundColor: color }"
+                            :disabled="ticketSubmitting"
+                        >
+                            {{ ticketSubmitting ? 'Submitting...' : 'Submit Ticket' }}
+                        </button>
+                    </form>
+                </template>
+            </template>
+
+            <!-- Chat Tab -->
+            <template v-if="activeTab === 'chat'">
+                <!-- Pre-chat form -->
+                <template v-if="chatPhase === 'pre'">
+                    <div class="esc-w-chat-avail">
+                        <span class="esc-w-chat-dot-green"></span>
+                        {{ chatAvailabilityMessage || 'Chat with us — typically replies in under 2 min' }}
+                    </div>
+                    <div v-if="error" class="esc-w-error">{{ error }}</div>
+                    <form @submit.prevent="startLiveChat">
+                        <div class="esc-w-field">
+                            <label class="esc-w-label">Name</label>
+                            <input v-model="preChatForm.name" type="text" class="esc-w-input" required />
+                        </div>
+                        <div class="esc-w-field">
+                            <label class="esc-w-label">Email</label>
+                            <input v-model="preChatForm.email" type="email" class="esc-w-input" required />
+                        </div>
+                        <div v-if="departments.length > 1" class="esc-w-field">
+                            <label class="esc-w-label">Department</label>
+                            <select v-model="preChatForm.department_id" class="esc-w-select">
+                                <option value="">Select a department...</option>
+                                <option v-for="dept in departments" :key="dept.id" :value="dept.id">
+                                    {{ dept.name }}
+                                </option>
+                            </select>
+                        </div>
+                        <div class="esc-w-field">
+                            <label class="esc-w-label">Message (optional)</label>
+                            <textarea v-model="preChatForm.message" class="esc-w-textarea"></textarea>
+                        </div>
+                        <button
+                            type="submit"
+                            class="esc-w-btn"
+                            :style="{ backgroundColor: color }"
+                            :disabled="chatStarting"
+                        >
+                            {{ chatStarting ? 'Starting...' : 'Start Chat' }}
+                        </button>
+                    </form>
+                </template>
+
+                <!-- Live chat -->
+                <template v-else-if="chatPhase === 'live'">
+                    <div class="esc-w-chat-header-bar">
+                        <div class="esc-w-chat-agent-info">
+                            <div v-if="chatAgent" class="esc-w-chat-agent-avatar">
+                                {{ chatBubbleInitials(chatAgent.name) }}
+                            </div>
+                            <span v-if="chatAgent">Chatting with {{ chatAgent.name }}</span>
+                            <span v-else>Waiting for agent...</span>
+                        </div>
+                        <div class="esc-w-chat-header-actions">
+                            <span :class="['esc-w-chat-conn-dot', 'esc-w-chat-conn-' + chatConnectionStatus]"></span>
+                            <button class="esc-w-chat-end-link" @click="endLiveChat">End</button>
+                        </div>
+                    </div>
+                    <div id="esc-chat-messages" class="esc-w-chat-messages">
+                        <div
+                            v-for="msg in chatMessages"
+                            :key="msg.id"
+                            :class="[
+                                'esc-w-chat-bubble-row',
+                                msg.is_agent ? 'esc-w-chat-agent' : 'esc-w-chat-customer',
+                            ]"
+                        >
+                            <div v-if="!msg.is_agent" class="esc-w-chat-avatar-sm">
+                                {{ chatBubbleInitials(msg.author?.name) }}
+                            </div>
+                            <div
+                                :class="[
+                                    'esc-w-chat-bubble',
+                                    msg.is_agent ? 'esc-w-chat-bubble-agent' : 'esc-w-chat-bubble-customer',
+                                ]"
+                                :style="msg.is_agent ? { backgroundColor: color } : {}"
+                            >
+                                {{ msg.body }}
+                            </div>
+                            <div v-if="msg.is_agent" class="esc-w-chat-avatar-sm esc-w-chat-avatar-agent">
+                                {{ chatBubbleInitials(msg.author?.name) }}
+                            </div>
+                        </div>
+                        <div v-if="chatTypingUser" class="esc-w-chat-typing">
+                            <span class="esc-w-chat-typing-dots"><span></span><span></span><span></span></span>
+                            {{ chatTypingUser }} is typing...
+                        </div>
+                        <div v-if="!chatMessages.length && !chatTypingUser" class="esc-w-empty">
+                            Chat started — waiting for messages
+                        </div>
+                    </div>
+                    <div class="esc-w-chat-input-bar">
+                        <input
+                            v-model="chatInput"
+                            type="text"
+                            class="esc-w-chat-input"
+                            placeholder="Type a message..."
+                            @keydown="onChatKeydown"
+                            @input="onChatInput"
+                        />
+                        <button
+                            class="esc-w-chat-send"
+                            :style="{ backgroundColor: color }"
+                            :disabled="!chatInput.trim() || chatSending"
+                            @click="sendChatMessage"
+                        >
+                            <svg width="16" height="16" viewBox="0 0 24 24" fill="currentColor">
+                                <path d="M2.01 21L23 12 2.01 3 2 10l15 2-15 2z" />
+                            </svg>
+                        </button>
+                    </div>
+                </template>
+
+                <!-- Post-chat -->
+                <template v-else-if="chatPhase === 'post'">
+                    <template v-if="!chatRatingSubmitted">
+                        <div class="esc-w-success">
+                            <h4>Chat Ended</h4>
+                            <p>How was your experience?</p>
+                        </div>
+                        <div class="esc-w-chat-rating">
+                            <button
+                                v-for="star in 5"
+                                :key="star"
+                                :class="['esc-w-chat-star', chatRating >= star ? 'esc-w-chat-star-active' : '']"
+                                @click="chatRating = star"
+                            >
+                                <svg viewBox="0 0 24 24" fill="currentColor" width="28" height="28">
+                                    <path
+                                        d="M12 17.27L18.18 21l-1.64-7.03L22 9.24l-7.19-.61L12 2 9.19 8.63 2 9.24l5.46 4.73L5.82 21z"
+                                    />
+                                </svg>
+                            </button>
+                        </div>
+                        <div class="esc-w-field">
+                            <textarea
+                                v-model="chatComment"
+                                class="esc-w-textarea"
+                                placeholder="Any additional feedback? (optional)"
+                            ></textarea>
+                        </div>
+                        <button
+                            class="esc-w-btn"
+                            :style="{ backgroundColor: color }"
+                            :disabled="!chatRating"
+                            @click="submitChatRating"
+                        >
+                            Submit Rating
+                        </button>
+                        <button class="esc-w-back" style="margin-top: 12px" @click="startNewChat">
+                            Start New Chat
+                        </button>
+                    </template>
+                    <template v-else>
+                        <div class="esc-w-success">
+                            <svg viewBox="0 0 24 24" fill="currentColor" xmlns="http://www.w3.org/2000/svg">
+                                <path
+                                    d="M12 2C6.48 2 2 6.48 2 12s4.48 10 10 10 10-4.48 10-10S17.52 2 12 2zm-2 15l-5-5 1.41-1.41L10 14.17l7.59-7.59L19 8l-9 9z"
+                                />
+                            </svg>
+                            <h4>Thank you!</h4>
+                            <p>Your feedback has been submitted.</p>
+                        </div>
+                        <button class="esc-w-btn" :style="{ backgroundColor: color }" @click="startNewChat">
+                            Start New Chat
+                        </button>
+                        <button class="esc-w-back" style="margin-top: 12px" @click="activeTab = 'status'">Close</button>
+                    </template>
+                </template>
+            </template>
+
+            <template v-if="activeTab === 'status'">
+                <div v-if="error" class="esc-w-error">{{ error }}</div>
+                <template v-if="!statusResult">
+                    <form @submit.prevent="checkStatus">
+                        <div class="esc-w-field">
+                            <label class="esc-w-label">Email Address</label>
+                            <input
+                                v-model="statusForm.email"
+                                type="email"
+                                class="esc-w-input"
+                                placeholder="you@example.com"
+                                required
+                            />
+                        </div>
+                        <div class="esc-w-field">
+                            <label class="esc-w-label">Ticket Reference</label>
+                            <input
+                                v-model="statusForm.reference"
+                                type="text"
+                                class="esc-w-input"
+                                placeholder="ESC-00001"
+                                required
+                            />
+                        </div>
+                        <button
+                            type="submit"
+                            class="esc-w-btn"
+                            :style="{ backgroundColor: color }"
+                            :disabled="statusLoading"
+                        >
+                            {{ statusLoading ? 'Checking...' : 'Check Status' }}
+                        </button>
+                    </form>
+                </template>
+                <template v-else>
+                    <button
+                        class="esc-w-back"
+                        @click="
+                            statusResult = null;
+                            error = '';
+                        "
+                    >
+                        <svg width="14" height="14" viewBox="0 0 24 24" fill="currentColor">
+                            <path d="M20 11H7.83l5.59-5.59L12 4l-8 8 8 8 1.41-1.41L7.83 13H20v-2z" />
+                        </svg>
+                        Back
+                    </button>
+                    <div class="esc-w-status-card">
+                        <div
+                            style="
+                                display: flex;
+                                justify-content: space-between;
+                                align-items: flex-start;
+                                margin-bottom: 8px;
+                            "
+                        >
+                            <h4>{{ statusResult.subject }}</h4>
+                            <span
+                                class="esc-w-status-badge"
+                                :style="{
+                                    backgroundColor: statusResult.status_color,
+                                }"
+                            >
+                                {{ statusResult.status_label }}
+                            </span>
+                        </div>
+                        <div style="font-size: 12px; color: #6b7280">
+                            <span>{{ statusResult.reference }}</span>
+                            <span v-if="statusResult.department"> &middot; {{ statusResult.department }}</span>
+                            <span>
+                                &middot;
+                                {{ formatDate(statusResult.created_at) }}</span
+                            >
+                        </div>
+                    </div>
+                    <div v-if="statusResult.replies?.length">
+                        <div v-for="(reply, i) in statusResult.replies" :key="i" class="esc-w-reply">
+                            <div style="display: flex; justify-content: space-between; align-items: center">
+                                <span>
+                                    <span class="esc-w-reply-author">{{ reply.author }}</span>
+                                    <span v-if="reply.is_agent" class="esc-w-reply-agent">Staff</span>
+                                </span>
+                                <span class="esc-w-reply-time">{{ formatDate(reply.created_at) }}</span>
+                            </div>
+                            <!-- eslint-disable-next-line vue/no-v-html -->
+                            <div class="esc-w-reply-body" v-html="sanitizeHtml(reply.body)"></div>
+                        </div>
+                    </div>
+                    <div v-else class="esc-w-empty">No replies yet.</div>
+                </template>
+            </template>
+        </div>
+    </div>
+</template>