@nebutra/support-deflector 0.1.1

package/README.md

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+# @nebutra/support-deflector
+
+Status: **WIP**
+
+Confidence-gated customer support Play package.
+
+The package owns ticket triage decisions, not channel transport. Support-channel
+bridges stay as external adapters.
+
+```bash
+pnpm support-deflector:doctor
+pnpm support-deflector:quickstart
+pnpm support-deflector:debug
+```

package/dist/chunk-OEGPSIYO.js

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+// src/index.ts
+import { mkdir } from "fs/promises";
+import { dirname, join } from "path";
+import { appendCapabilityDebug, readCapabilityDebug } from "@nebutra/capability-kit/debug";
+import { ContentStore } from "@nebutra/content-store";
+import { CapabilityError } from "@nebutra/errors";
+import { EventLog } from "@nebutra/event-log";
+import { assetId } from "@nebutra/generation-context";
+function requireTenant(explicit, fallback) {
+  const tenantId = explicit ?? fallback;
+  if (!tenantId?.trim()) {
+    throw new CapabilityError("support-deflector", "Support Deflector requires tenant context", {
+      suggestion: "Pass tenantId with the ticket or construct SupportDeflector with tenantId.",
+      statusCode: 400
+    });
+  }
+  return tenantId;
+}
+function includesAny(text, terms) {
+  return terms.some((term) => text.includes(term));
+}
+function classifyTicket(ticket) {
+  const text = `${ticket.subject} ${ticket.body}`.toLowerCase();
+  const category = includesAny(text, ["bug", "broke", "error", "production"]) ? "bug" : includesAny(text, ["refund", "invoice", "billing", "cancel"]) ? "billing" : includesAny(text, ["how", "setup", "configure"]) ? "how_to" : includesAny(text, ["pricing", "demo", "sales"]) ? "sales" : "other";
+  const angry = includesAny(text, ["angry", "furious", "broken", "terrible", "lawsuit"]);
+  const positive = includesAny(text, ["thanks", "great", "love"]);
+  const highValue = ticket.customer.plan === "enterprise" || includesAny(text, ["enterprise"]);
+  return {
+    category,
+    sentiment: angry ? "angry" : positive ? "positive" : "neutral",
+    highValue,
+    complaint: angry || includesAny(text, ["complaint", "refund now", "unacceptable"])
+  };
+}
+function matchArticle(ticket, articles) {
+  const text = `${ticket.subject} ${ticket.body}`.toLowerCase();
+  return articles.find(
+    (article) => article.title.toLowerCase().split(/\s+/).filter((term) => term.length > 3).some((term) => text.includes(term))
+  ) ?? articles.find(
+    (article) => article.body.toLowerCase().split(/\W+/).filter((term) => term.length > 6).some((term) => text.includes(term))
+  );
+}
+function synthesizeReply(ticket, article) {
+  const firstSentence = article.body.split(".")[0]?.trim() ?? article.body;
+  return {
+    subject: `Re: ${ticket.subject}`,
+    body: `${firstSentence}. If you want, reply here and we will help with the next step.`,
+    citations: [article.id]
+  };
+}
+function decideTicket(ticket, articles, policy) {
+  const classification = classifyTicket(ticket);
+  const article = matchArticle(ticket, articles);
+  const confidence = article ? classification.category === "other" ? 0.72 : 0.9 : 0.35;
+  const shouldEscalate = (policy.escalateOnComplaint ?? true) && classification.complaint ? true : (policy.escalateOnHighValueCustomer ?? true) && classification.highValue;
+  if (shouldEscalate) {
+    return {
+      play: "ticket_triage",
+      action: "escalate",
+      confidence,
+      classification,
+      ...article ? { reply: synthesizeReply(ticket, article) } : {},
+      escalationSummary: `${ticket.customer.email} needs founder attention for ${classification.category}.`
+    };
+  }
+  if (article && confidence >= policy.autoReplyThreshold) {
+    return {
+      play: "ticket_triage",
+      action: "auto-answer",
+      confidence,
+      classification,
+      reply: synthesizeReply(ticket, article)
+    };
+  }
+  return {
+    play: "ticket_triage",
+    action: "suggest-answer",
+    confidence,
+    classification,
+    ...article ? { reply: synthesizeReply(ticket, article) } : {}
+  };
+}
+var SupportDeflector = class _SupportDeflector {
+  #tenantId;
+  #debugRoot;
+  #contentStore;
+  #eventLog;
+  constructor(options) {
+    this.#tenantId = options.tenantId;
+    this.#debugRoot = options.debugRoot ?? process.cwd();
+    this.#contentStore = options.contentStore;
+    this.#eventLog = options.eventLog;
+  }
+  static async open(root = ".nebutra/support-deflector", options = {}) {
+    const tenantId = options.tenantId ?? "local";
+    await mkdir(root, { recursive: true });
+    const contentStore = await ContentStore.open(join(root, "content"), { tenantId });
+    const eventLog = await EventLog.open(join(root, "event-log"), { tenantId });
+    return new _SupportDeflector({ ...options, tenantId, root, contentStore, eventLog });
+  }
+  async handleTicket(input) {
+    const tenantId = requireTenant(input.ticket.tenantId, this.#tenantId);
+    const decision = decideTicket(input.ticket, input.articles, input.policy);
+    const artifactPath = `support/tickets/${input.ticket.id}.json`;
+    const content = `${JSON.stringify({ ticket: input.ticket, decision }, null, 2)}
+`;
+    await this.#contentStore.write(artifactPath, content);
+    const eventId = await this.#eventLog.commit({
+      traceId: assetId("support_ticket", input.ticket.id),
+      kind: "content_write",
+      affected: [artifactPath],
+      parent: null,
+      snapshot: { [artifactPath]: content }
+    });
+    await this.#debug({
+      type: "ticket_decision",
+      tenantId,
+      ticketId: input.ticket.id,
+      action: decision.action,
+      eventId
+    });
+    return { ...decision, eventId };
+  }
+  async doctor() {
+    return {
+      capability: "support-deflector",
+      ok: true,
+      checkedAt: (/* @__PURE__ */ new Date()).toISOString(),
+      plays: ["ticket_triage"],
+      mode: "confidence-gated",
+      channels: [
+        { provider: "local-ticket", ok: true },
+        { provider: "chatwoot-bridge", ok: false },
+        { provider: "email-bridge", ok: false }
+      ]
+    };
+  }
+  async close() {
+    await this.#contentStore.close();
+  }
+  async #debug(entry) {
+    await mkdir(dirname(join(this.#debugRoot, ".nebutra", "debug", "support-deflector.jsonl")), {
+      recursive: true
+    });
+    await appendCapabilityDebug("support-deflector", entry, { root: this.#debugRoot });
+  }
+};
+async function readSupportDeflectorDebug(root = process.cwd(), limit = 20) {
+  return readCapabilityDebug("support-deflector", { root, limit });
+}
+
+export {
+  classifyTicket,
+  decideTicket,
+  SupportDeflector,
+  readSupportDeflectorDebug
+};
+//# sourceMappingURL=chunk-OEGPSIYO.js.map

package/dist/chunk-OEGPSIYO.js.map

@@ -0,0 +1 @@
+{"version":3,"sources":["../src/index.ts"],"sourcesContent":["import { mkdir } from \"node:fs/promises\";\nimport { dirname, join } from \"node:path\";\nimport { appendCapabilityDebug, readCapabilityDebug } from \"@nebutra/capability-kit/debug\";\nimport { ContentStore } from \"@nebutra/content-store\";\nimport { CapabilityError } from \"@nebutra/errors\";\nimport { EventLog } from \"@nebutra/event-log\";\nimport { assetId } from \"@nebutra/generation-context\";\n\nexport type TicketCategory = \"billing\" | \"bug\" | \"how_to\" | \"sales\" | \"other\";\nexport type TicketSentiment = \"neutral\" | \"angry\" | \"positive\";\nexport type SupportAction = \"auto-answer\" | \"suggest-answer\" | \"escalate\";\n\nexport interface SupportTicket {\n  readonly id: string;\n  readonly tenantId?: string;\n  readonly customer: {\n    readonly id: string;\n    readonly email: string;\n    readonly plan?: string;\n  };\n  readonly subject: string;\n  readonly body: string;\n}\n\nexport interface KnowledgeArticle {\n  readonly id: string;\n  readonly title: string;\n  readonly body: string;\n}\n\nexport interface TicketClassification {\n  readonly category: TicketCategory;\n  readonly sentiment: TicketSentiment;\n  readonly highValue: boolean;\n  readonly complaint: boolean;\n}\n\nexport interface SupportPolicy {\n  readonly autoReplyThreshold: number;\n  readonly escalateOnComplaint?: boolean;\n  readonly escalateOnHighValueCustomer?: boolean;\n}\n\nexport interface SupportReply {\n  readonly subject: string;\n  readonly body: string;\n  readonly citations: readonly string[];\n}\n\nexport interface SupportDecision {\n  readonly play: \"ticket_triage\";\n  readonly action: SupportAction;\n  readonly confidence: number;\n  readonly classification: TicketClassification;\n  readonly reply?: SupportReply;\n  readonly escalationSummary?: string;\n  readonly eventId?: string;\n}\n\nexport interface HandleTicketInput {\n  readonly ticket: SupportTicket;\n  readonly articles: readonly KnowledgeArticle[];\n  readonly policy: SupportPolicy;\n}\n\nexport interface SupportDoctorReport {\n  readonly capability: \"support-deflector\";\n  readonly ok: boolean;\n  readonly checkedAt: string;\n  readonly plays: readonly string[];\n  readonly mode: \"confidence-gated\";\n  readonly channels: readonly { readonly provider: string; readonly ok: boolean }[];\n}\n\nexport interface SupportDeflectorOptions {\n  readonly tenantId?: string;\n  readonly root?: string;\n  readonly debugRoot?: string;\n  readonly contentStore?: ContentStore;\n  readonly eventLog?: EventLog;\n}\n\nfunction requireTenant(explicit: string | undefined, fallback: string | undefined): string {\n  const tenantId = explicit ?? fallback;\n  if (!tenantId?.trim()) {\n    throw new CapabilityError(\"support-deflector\", \"Support Deflector requires tenant context\", {\n      suggestion: \"Pass tenantId with the ticket or construct SupportDeflector with tenantId.\",\n      statusCode: 400,\n    });\n  }\n  return tenantId;\n}\n\nfunction includesAny(text: string, terms: readonly string[]): boolean {\n  return terms.some((term) => text.includes(term));\n}\n\nexport function classifyTicket(ticket: SupportTicket): TicketClassification {\n  const text = `${ticket.subject} ${ticket.body}`.toLowerCase();\n  const category: TicketCategory = includesAny(text, [\"bug\", \"broke\", \"error\", \"production\"])\n    ? \"bug\"\n    : includesAny(text, [\"refund\", \"invoice\", \"billing\", \"cancel\"])\n      ? \"billing\"\n      : includesAny(text, [\"how\", \"setup\", \"configure\"])\n        ? \"how_to\"\n        : includesAny(text, [\"pricing\", \"demo\", \"sales\"])\n          ? \"sales\"\n          : \"other\";\n  const angry = includesAny(text, [\"angry\", \"furious\", \"broken\", \"terrible\", \"lawsuit\"]);\n  const positive = includesAny(text, [\"thanks\", \"great\", \"love\"]);\n  const highValue = ticket.customer.plan === \"enterprise\" || includesAny(text, [\"enterprise\"]);\n  return {\n    category,\n    sentiment: angry ? \"angry\" : positive ? \"positive\" : \"neutral\",\n    highValue,\n    complaint: angry || includesAny(text, [\"complaint\", \"refund now\", \"unacceptable\"]),\n  };\n}\n\nfunction matchArticle(\n  ticket: SupportTicket,\n  articles: readonly KnowledgeArticle[],\n): KnowledgeArticle | undefined {\n  const text = `${ticket.subject} ${ticket.body}`.toLowerCase();\n  return (\n    articles.find((article) =>\n      article.title\n        .toLowerCase()\n        .split(/\\s+/)\n        .filter((term) => term.length > 3)\n        .some((term) => text.includes(term)),\n    ) ??\n    articles.find((article) =>\n      article.body\n        .toLowerCase()\n        .split(/\\W+/)\n        .filter((term) => term.length > 6)\n        .some((term) => text.includes(term)),\n    )\n  );\n}\n\nfunction synthesizeReply(ticket: SupportTicket, article: KnowledgeArticle): SupportReply {\n  const firstSentence = article.body.split(\".\")[0]?.trim() ?? article.body;\n  return {\n    subject: `Re: ${ticket.subject}`,\n    body: `${firstSentence}. If you want, reply here and we will help with the next step.`,\n    citations: [article.id],\n  };\n}\n\nexport function decideTicket(\n  ticket: SupportTicket,\n  articles: readonly KnowledgeArticle[],\n  policy: SupportPolicy,\n): SupportDecision {\n  const classification = classifyTicket(ticket);\n  const article = matchArticle(ticket, articles);\n  const confidence = article ? (classification.category === \"other\" ? 0.72 : 0.9) : 0.35;\n  const shouldEscalate =\n    (policy.escalateOnComplaint ?? true) && classification.complaint\n      ? true\n      : (policy.escalateOnHighValueCustomer ?? true) && classification.highValue;\n  if (shouldEscalate) {\n    return {\n      play: \"ticket_triage\",\n      action: \"escalate\",\n      confidence,\n      classification,\n      ...(article ? { reply: synthesizeReply(ticket, article) } : {}),\n      escalationSummary: `${ticket.customer.email} needs founder attention for ${classification.category}.`,\n    };\n  }\n  if (article && confidence >= policy.autoReplyThreshold) {\n    return {\n      play: \"ticket_triage\",\n      action: \"auto-answer\",\n      confidence,\n      classification,\n      reply: synthesizeReply(ticket, article),\n    };\n  }\n  return {\n    play: \"ticket_triage\",\n    action: \"suggest-answer\",\n    confidence,\n    classification,\n    ...(article ? { reply: synthesizeReply(ticket, article) } : {}),\n  };\n}\n\nexport class SupportDeflector {\n  readonly #tenantId: string | undefined;\n  readonly #debugRoot: string;\n  readonly #contentStore: ContentStore;\n  readonly #eventLog: EventLog;\n\n  private constructor(\n    options: SupportDeflectorOptions & { contentStore: ContentStore; eventLog: EventLog },\n  ) {\n    this.#tenantId = options.tenantId;\n    this.#debugRoot = options.debugRoot ?? process.cwd();\n    this.#contentStore = options.contentStore;\n    this.#eventLog = options.eventLog;\n  }\n\n  static async open(\n    root = \".nebutra/support-deflector\",\n    options: Omit<SupportDeflectorOptions, \"root\" | \"contentStore\" | \"eventLog\"> = {},\n  ): Promise<SupportDeflector> {\n    const tenantId = options.tenantId ?? \"local\";\n    await mkdir(root, { recursive: true });\n    const contentStore = await ContentStore.open(join(root, \"content\"), { tenantId });\n    const eventLog = await EventLog.open(join(root, \"event-log\"), { tenantId });\n    return new SupportDeflector({ ...options, tenantId, root, contentStore, eventLog });\n  }\n\n  async handleTicket(input: HandleTicketInput): Promise<SupportDecision> {\n    const tenantId = requireTenant(input.ticket.tenantId, this.#tenantId);\n    const decision = decideTicket(input.ticket, input.articles, input.policy);\n    const artifactPath = `support/tickets/${input.ticket.id}.json`;\n    const content = `${JSON.stringify({ ticket: input.ticket, decision }, null, 2)}\\n`;\n    await this.#contentStore.write(artifactPath, content);\n    const eventId = await this.#eventLog.commit({\n      traceId: assetId(\"support_ticket\", input.ticket.id),\n      kind: \"content_write\",\n      affected: [artifactPath],\n      parent: null,\n      snapshot: { [artifactPath]: content },\n    });\n    await this.#debug({\n      type: \"ticket_decision\",\n      tenantId,\n      ticketId: input.ticket.id,\n      action: decision.action,\n      eventId,\n    });\n    return { ...decision, eventId };\n  }\n\n  async doctor(): Promise<SupportDoctorReport> {\n    return {\n      capability: \"support-deflector\",\n      ok: true,\n      checkedAt: new Date().toISOString(),\n      plays: [\"ticket_triage\"],\n      mode: \"confidence-gated\",\n      channels: [\n        { provider: \"local-ticket\", ok: true },\n        { provider: \"chatwoot-bridge\", ok: false },\n        { provider: \"email-bridge\", ok: false },\n      ],\n    };\n  }\n\n  async close(): Promise<void> {\n    await this.#contentStore.close();\n  }\n\n  async #debug(entry: Record<string, unknown>): Promise<void> {\n    await mkdir(dirname(join(this.#debugRoot, \".nebutra\", \"debug\", \"support-deflector.jsonl\")), {\n      recursive: true,\n    });\n    await appendCapabilityDebug(\"support-deflector\", entry, { root: this.#debugRoot });\n  }\n}\n\nexport async function readSupportDeflectorDebug(\n  root = process.cwd(),\n  limit = 20,\n): Promise<unknown[]> {\n  return readCapabilityDebug(\"support-deflector\", 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package/dist/cli.d.ts

@@ -0,0 +1,2 @@
+
+export {  }

package/dist/cli.js

@@ -0,0 +1,58 @@
+import {
+  SupportDeflector,
+  readSupportDeflectorDebug
+} from "./chunk-OEGPSIYO.js";
+
+// src/cli.ts
+var command = process.argv[2] ?? "doctor";
+var root = process.env.SUPPORT_DEFLECTOR_ROOT ?? ".nebutra/support-deflector";
+var tenantId = process.env.NEBUTRA_TENANT_ID ?? "local";
+if (command === "doctor") {
+  const support = await SupportDeflector.open(root, { tenantId });
+  try {
+    process.stdout.write(`${JSON.stringify(await support.doctor(), null, 2)}
+`);
+  } finally {
+    await support.close();
+  }
+} else if (command === "quickstart") {
+  const support = await SupportDeflector.open(root, { tenantId });
+  try {
+    process.stdout.write(
+      `${JSON.stringify(
+        await support.handleTicket({
+          ticket: {
+            id: "ticket_demo",
+            tenantId,
+            customer: { id: "customer_demo", email: "demo@example.com", plan: "free" },
+            subject: "How do refunds work?",
+            body: "Can I get a refund if I cancel this week?"
+          },
+          articles: [
+            {
+              id: "kb_refund",
+              title: "Refund policy",
+              body: "Refunds are available within 14 days. Contact support with your account email."
+            }
+          ],
+          policy: { autoReplyThreshold: 0.82 }
+        }),
+        null,
+        2
+      )}
+`
+    );
+  } finally {
+    await support.close();
+  }
+} else if (command === "debug") {
+  process.stdout.write(
+    `${JSON.stringify({ capability: "support-deflector", entries: await readSupportDeflectorDebug() }, null, 2)}
+`
+  );
+} else {
+  process.stderr.write(`Unknown support-deflector command: ${command}
+`);
+  process.exitCode = 1;
+}
+//# sourceMappingURL=cli.js.map

package/dist/cli.js.map

@@ -0,0 +1 @@
+{"version":3,"sources":["../src/cli.ts"],"sourcesContent":["import { readSupportDeflectorDebug, SupportDeflector } from \"./index\";\n\nconst command = process.argv[2] ?? \"doctor\";\nconst root = process.env.SUPPORT_DEFLECTOR_ROOT ?? \".nebutra/support-deflector\";\nconst tenantId = process.env.NEBUTRA_TENANT_ID ?? \"local\";\n\nif (command === \"doctor\") {\n  const support = await SupportDeflector.open(root, { tenantId });\n  try {\n    process.stdout.write(`${JSON.stringify(await support.doctor(), null, 2)}\\n`);\n  } finally {\n    await support.close();\n  }\n} else if (command === \"quickstart\") {\n  const support = await SupportDeflector.open(root, { tenantId });\n  try {\n    process.stdout.write(\n      `${JSON.stringify(\n        await support.handleTicket({\n          ticket: {\n            id: \"ticket_demo\",\n            tenantId,\n            customer: { id: \"customer_demo\", email: \"demo@example.com\", plan: \"free\" },\n            subject: \"How do refunds work?\",\n            body: \"Can I get a refund if I cancel this week?\",\n          },\n          articles: [\n            {\n              id: \"kb_refund\",\n              title: \"Refund policy\",\n              body: \"Refunds are available within 14 days. Contact support with your account email.\",\n            },\n          ],\n          policy: { autoReplyThreshold: 0.82 },\n        }),\n        null,\n        2,\n      )}\\n`,\n    );\n  } finally {\n    await support.close();\n  }\n} else if (command === \"debug\") {\n  process.stdout.write(\n    `${JSON.stringify({ capability: \"support-deflector\", entries: await readSupportDeflectorDebug() }, null, 2)}\\n`,\n  );\n} else {\n  process.stderr.write(`Unknown support-deflector command: ${command}\\n`);\n  process.exitCode = 1;\n}\n"],"mappings":";;;;;;AAEA,IAAM,UAAU,QAAQ,KAAK,CAAC,KAAK;AACnC,IAAM,OAAO,QAAQ,IAAI,0BAA0B;AACnD,IAAM,WAAW,QAAQ,IAAI,qBAAqB;AAElD,IAAI,YAAY,UAAU;AACxB,QAAM,UAAU,MAAM,iBAAiB,KAAK,MAAM,EAAE,SAAS,CAAC;AAC9D,MAAI;AACF,YAAQ,OAAO,MAAM,GAAG,KAAK,UAAU,MAAM,QAAQ,OAAO,GAAG,MAAM,CAAC,CAAC;AAAA,CAAI;AAAA,EAC7E,UAAE;AACA,UAAM,QAAQ,MAAM;AAAA,EACtB;AACF,WAAW,YAAY,cAAc;AACnC,QAAM,UAAU,MAAM,iBAAiB,KAAK,MAAM,EAAE,SAAS,CAAC;AAC9D,MAAI;AACF,YAAQ,OAAO;AAAA,MACb,GAAG,KAAK;AAAA,QACN,MAAM,QAAQ,aAAa;AAAA,UACzB,QAAQ;AAAA,YACN,IAAI;AAAA,YACJ;AAAA,YACA,UAAU,EAAE,IAAI,iBAAiB,OAAO,oBAAoB,MAAM,OAAO;AAAA,YACzE,SAAS;AAAA,YACT,MAAM;AAAA,UACR;AAAA,UACA,UAAU;AAAA,YACR;AAAA,cACE,IAAI;AAAA,cACJ,OAAO;AAAA,cACP,MAAM;AAAA,YACR;AAAA,UACF;AAAA,UACA,QAAQ,EAAE,oBAAoB,KAAK;AAAA,QACrC,CAAC;AAAA,QACD;AAAA,QACA;AAAA,MACF,CAAC;AAAA;AAAA,IACH;AAAA,EACF,UAAE;AACA,UAAM,QAAQ,MAAM;AAAA,EACtB;AACF,WAAW,YAAY,SAAS;AAC9B,UAAQ,OAAO;AAAA,IACb,GAAG,KAAK,UAAU,EAAE,YAAY,qBAAqB,SAAS,MAAM,0BAA0B,EAAE,GAAG,MAAM,CAAC,CAAC;AAAA;AAAA,EAC7G;AACF,OAAO;AACL,UAAQ,OAAO,MAAM,sCAAsC,OAAO;AAAA,CAAI;AACtE,UAAQ,WAAW;AACrB;","names":[]}

package/dist/index.d.ts

@@ -0,0 +1,83 @@
+import { ContentStore } from '@nebutra/content-store';
+import { EventLog } from '@nebutra/event-log';
+
+type TicketCategory = "billing" | "bug" | "how_to" | "sales" | "other";
+type TicketSentiment = "neutral" | "angry" | "positive";
+type SupportAction = "auto-answer" | "suggest-answer" | "escalate";
+interface SupportTicket {
+    readonly id: string;
+    readonly tenantId?: string;
+    readonly customer: {
+        readonly id: string;
+        readonly email: string;
+        readonly plan?: string;
+    };
+    readonly subject: string;
+    readonly body: string;
+}
+interface KnowledgeArticle {
+    readonly id: string;
+    readonly title: string;
+    readonly body: string;
+}
+interface TicketClassification {
+    readonly category: TicketCategory;
+    readonly sentiment: TicketSentiment;
+    readonly highValue: boolean;
+    readonly complaint: boolean;
+}
+interface SupportPolicy {
+    readonly autoReplyThreshold: number;
+    readonly escalateOnComplaint?: boolean;
+    readonly escalateOnHighValueCustomer?: boolean;
+}
+interface SupportReply {
+    readonly subject: string;
+    readonly body: string;
+    readonly citations: readonly string[];
+}
+interface SupportDecision {
+    readonly play: "ticket_triage";
+    readonly action: SupportAction;
+    readonly confidence: number;
+    readonly classification: TicketClassification;
+    readonly reply?: SupportReply;
+    readonly escalationSummary?: string;
+    readonly eventId?: string;
+}
+interface HandleTicketInput {
+    readonly ticket: SupportTicket;
+    readonly articles: readonly KnowledgeArticle[];
+    readonly policy: SupportPolicy;
+}
+interface SupportDoctorReport {
+    readonly capability: "support-deflector";
+    readonly ok: boolean;
+    readonly checkedAt: string;
+    readonly plays: readonly string[];
+    readonly mode: "confidence-gated";
+    readonly channels: readonly {
+        readonly provider: string;
+        readonly ok: boolean;
+    }[];
+}
+interface SupportDeflectorOptions {
+    readonly tenantId?: string;
+    readonly root?: string;
+    readonly debugRoot?: string;
+    readonly contentStore?: ContentStore;
+    readonly eventLog?: EventLog;
+}
+declare function classifyTicket(ticket: SupportTicket): TicketClassification;
+declare function decideTicket(ticket: SupportTicket, articles: readonly KnowledgeArticle[], policy: SupportPolicy): SupportDecision;
+declare class SupportDeflector {
+    #private;
+    private constructor();
+    static open(root?: string, options?: Omit<SupportDeflectorOptions, "root" | "contentStore" | "eventLog">): Promise<SupportDeflector>;
+    handleTicket(input: HandleTicketInput): Promise<SupportDecision>;
+    doctor(): Promise<SupportDoctorReport>;
+    close(): Promise<void>;
+}
+declare function readSupportDeflectorDebug(root?: string, limit?: number): Promise<unknown[]>;
+
+export { type HandleTicketInput, type KnowledgeArticle, type SupportAction, type SupportDecision, SupportDeflector, type SupportDeflectorOptions, type SupportDoctorReport, type SupportPolicy, type SupportReply, type SupportTicket, type TicketCategory, type TicketClassification, type TicketSentiment, classifyTicket, decideTicket, readSupportDeflectorDebug };

package/dist/index.js

@@ -0,0 +1,13 @@
+import {
+  SupportDeflector,
+  classifyTicket,
+  decideTicket,
+  readSupportDeflectorDebug
+} from "./chunk-OEGPSIYO.js";
+export {
+  SupportDeflector,
+  classifyTicket,
+  decideTicket,
+  readSupportDeflectorDebug
+};
+//# sourceMappingURL=index.js.map

package/dist/index.js.map

@@ -0,0 +1 @@
+{"version":3,"sources":[],"sourcesContent":[],"mappings":"","names":[]}

package/examples/classify.ts

@@ -0,0 +1,15 @@
+import { classifyTicket } from "../src/index";
+
+process.stdout.write(
+  `${JSON.stringify(
+    classifyTicket({
+      id: "ticket_1",
+      tenantId: "local",
+      customer: { id: "customer_1", email: "a@example.com", plan: "enterprise" },
+      subject: "Production bug",
+      body: "I am angry because this broke production.",
+    }),
+    null,
+    2,
+  )}\n`,
+);

package/examples/decision.ts

@@ -0,0 +1,25 @@
+import { decideTicket } from "../src/index";
+
+process.stdout.write(
+  `${JSON.stringify(
+    decideTicket(
+      {
+        id: "ticket_1",
+        tenantId: "local",
+        customer: { id: "customer_1", email: "a@example.com", plan: "free" },
+        subject: "Refund",
+        body: "How do refunds work?",
+      },
+      [
+        {
+          id: "kb_refund",
+          title: "Refund policy",
+          body: "Refunds are available within 14 days.",
+        },
+      ],
+      { autoReplyThreshold: 0.82 },
+    ),
+    null,
+    2,
+  )}\n`,
+);

package/examples/quickstart.ts

@@ -0,0 +1,33 @@
+import { SupportDeflector } from "../src/index";
+
+const support = await SupportDeflector.open(".nebutra/support-deflector-example", {
+  tenantId: "local",
+});
+
+try {
+  process.stdout.write(
+    `${JSON.stringify(
+      await support.handleTicket({
+        ticket: {
+          id: "ticket_demo",
+          tenantId: "local",
+          customer: { id: "customer_1", email: "a@example.com", plan: "free" },
+          subject: "How do refunds work?",
+          body: "Can I get a refund if I cancel this week?",
+        },
+        articles: [
+          {
+            id: "kb_refund",
+            title: "Refund policy",
+            body: "Refunds are available within 14 days. Contact support with your account email.",
+          },
+        ],
+        policy: { autoReplyThreshold: 0.82 },
+      }),
+      null,
+      2,
+    )}\n`,
+  );
+} finally {
+  await support.close();
+}

package/package.json

@@ -0,0 +1,63 @@
+{
+  "name": "@nebutra/support-deflector",
+  "version": "0.1.1",
+  "description": "Confidence-gated customer support Play package for founder-owned support automation",
+  "private": false,
+  "license": "MIT",
+  "type": "module",
+  "nebutra": {
+    "status": "wip",
+    "productionReady": false,
+    "surface": "play-product",
+    "requires": [
+      "@nebutra/play-loader for SKILL.md play parsing",
+      "@nebutra/generation-context for founder and brand voice",
+      "@nebutra/content-store for support memory file truth",
+      "@nebutra/event-log for ticket decisions"
+    ],
+    "gaps": [
+      "Channel bridges are represented as adapter handoffs until support-channel connectors are configured",
+      "Confidence scoring is deterministic and conservative until historical ticket feedback is available"
+    ],
+    "featureId": "support-deflector",
+    "category": "ai",
+    "summary": "Support Play product that triages tickets into auto-answer, suggest, or escalate decisions"
+  },
+  "main": "./src/index.ts",
+  "types": "./src/index.ts",
+  "exports": {
+    ".": "./src/index.ts"
+  },
+  "dependencies": {
+    "@nebutra/capability-kit": "0.2.0",
+    "@nebutra/content-store": "0.1.0",
+    "@nebutra/errors": "0.1.0",
+    "@nebutra/event-log": "0.1.0",
+    "@nebutra/generation-context": "0.1.0",
+    "@nebutra/play-loader": "0.1.0"
+  },
+  "devDependencies": {
+    "@types/node": "^22.19.15",
+    "tsup": "^8.5.1",
+    "tsx": "^4.21.0",
+    "typescript": "^5.9.3",
+    "vitest": "^4.1.4"
+  },
+  "homepage": "https://github.com/Nebutra/Nebutra-Sailor/tree/main/packages/ai/support-deflector#readme",
+  "repository": {
+    "type": "git",
+    "url": "git+https://github.com/Nebutra/Nebutra-Sailor.git",
+    "directory": "packages/ai/support-deflector"
+  },
+  "bugs": {
+    "url": "https://github.com/Nebutra/Nebutra-Sailor/issues"
+  },
+  "publishConfig": {
+    "access": "public"
+  },
+  "scripts": {
+    "build": "tsup",
+    "test": "vitest run",
+    "typecheck": "tsc --noEmit"
+  }
+}

package/plays/ticket_triage/SKILL.md

@@ -0,0 +1,36 @@
+---
+name: ticket_triage
+kind: play
+version: 1.0.0
+description: Triage a support ticket into auto-answer, suggest-answer, or escalate
+inputs:
+  ticket: { type: object }
+  support_policy: { type: object }
+outputs:
+  decision: { type: file, path: support/tickets/ticket.json, mime: application/json }
+budget:
+  duration_s: 30
+  cost_usd: 0.2
+required_skills:
+  - knowledge_base.search
+  - content_store.write
+  - event_log.commit
+sub_agents:
+  - role: support_triager
+    allowed_skills: [knowledge_base.search, content_store.write]
+  - role: escalation_summarizer
+    allowed_skills: [content_store.write]
+depends_on_plays: []
+---
+
+## What this play does
+
+Classifies a new customer-support ticket, finds relevant knowledge, then returns
+a confidence-gated decision.
+
+## Rules
+
+- Escalate angry, complaint, or high-value customer tickets.
+- Auto-answer only when confidence exceeds policy threshold.
+- Keep the founder in control of medium-confidence replies.
+- Redact personally sensitive data before trace-store emission.

package/src/cli.ts

@@ -0,0 +1,50 @@
+import { readSupportDeflectorDebug, SupportDeflector } from "./index";
+
+const command = process.argv[2] ?? "doctor";
+const root = process.env.SUPPORT_DEFLECTOR_ROOT ?? ".nebutra/support-deflector";
+const tenantId = process.env.NEBUTRA_TENANT_ID ?? "local";
+
+if (command === "doctor") {
+  const support = await SupportDeflector.open(root, { tenantId });
+  try {
+    process.stdout.write(`${JSON.stringify(await support.doctor(), null, 2)}\n`);
+  } finally {
+    await support.close();
+  }
+} else if (command === "quickstart") {
+  const support = await SupportDeflector.open(root, { tenantId });
+  try {
+    process.stdout.write(
+      `${JSON.stringify(
+        await support.handleTicket({
+          ticket: {
+            id: "ticket_demo",
+            tenantId,
+            customer: { id: "customer_demo", email: "demo@example.com", plan: "free" },
+            subject: "How do refunds work?",
+            body: "Can I get a refund if I cancel this week?",
+          },
+          articles: [
+            {
+              id: "kb_refund",
+              title: "Refund policy",
+              body: "Refunds are available within 14 days. Contact support with your account email.",
+            },
+          ],
+          policy: { autoReplyThreshold: 0.82 },
+        }),
+        null,
+        2,
+      )}\n`,
+    );
+  } finally {
+    await support.close();
+  }
+} else if (command === "debug") {
+  process.stdout.write(
+    `${JSON.stringify({ capability: "support-deflector", entries: await readSupportDeflectorDebug() }, null, 2)}\n`,
+  );
+} else {
+  process.stderr.write(`Unknown support-deflector command: ${command}\n`);
+  process.exitCode = 1;
+}