digital-tools 2.0.1

package/dist/entities/support.js

@@ -0,0 +1,1167 @@
+/**
+ * Support/Helpdesk Entity Types (Nouns)
+ *
+ * Semantic type definitions for support and helpdesk tools that can be used by
+ * both remote human workers AND AI agents. Each entity defines:
+ * - Properties: The data fields
+ * - Actions: Operations that can be performed (Verbs)
+ * - Events: State changes that occur
+ *
+ * @packageDocumentation
+ */
+// =============================================================================
+// Support Ticket
+// =============================================================================
+/**
+ * Support ticket entity
+ *
+ * Represents a customer support request or issue that needs resolution
+ */
+export const SupportTicket = {
+    singular: 'support ticket',
+    plural: 'support tickets',
+    description: 'A customer support request or issue requiring assistance',
+    properties: {
+        // Identity
+        ticketNumber: {
+            type: 'string',
+            description: 'Unique ticket identifier or number',
+        },
+        // Content
+        subject: {
+            type: 'string',
+            description: 'Brief subject or title of the issue',
+        },
+        description: {
+            type: 'string',
+            description: 'Detailed description of the issue or request',
+        },
+        // Classification
+        type: {
+            type: 'string',
+            optional: true,
+            description: 'Ticket type: question, problem, incident, task, feature-request',
+            examples: ['question', 'problem', 'incident', 'task', 'feature-request'],
+        },
+        category: {
+            type: 'string',
+            optional: true,
+            description: 'Category or department: technical, billing, general, etc.',
+        },
+        tags: {
+            type: 'string',
+            array: true,
+            optional: true,
+            description: 'Tags for categorization and filtering',
+        },
+        // Priority & Status
+        priority: {
+            type: 'string',
+            description: 'Ticket priority: low, normal, high, urgent, critical',
+            examples: ['low', 'normal', 'high', 'urgent', 'critical'],
+        },
+        status: {
+            type: 'string',
+            description: 'Ticket status: new, open, pending, on-hold, solved, closed',
+            examples: ['new', 'open', 'pending', 'on-hold', 'solved', 'closed'],
+        },
+        // Assignment
+        assigneeId: {
+            type: 'string',
+            optional: true,
+            description: 'ID of the agent assigned to this ticket',
+        },
+        groupId: {
+            type: 'string',
+            optional: true,
+            description: 'ID of the team/group assigned to this ticket',
+        },
+        // Customer
+        requesterId: {
+            type: 'string',
+            description: 'ID of the customer who created the ticket',
+        },
+        requesterEmail: {
+            type: 'string',
+            description: 'Email address of the requester',
+        },
+        requesterName: {
+            type: 'string',
+            optional: true,
+            description: 'Name of the requester',
+        },
+        // Channel
+        channel: {
+            type: 'string',
+            optional: true,
+            description: 'How the ticket was created: email, web, chat, phone, api',
+            examples: ['email', 'web', 'chat', 'phone', 'api'],
+        },
+        // Timing
+        dueAt: {
+            type: 'datetime',
+            optional: true,
+            description: 'Due date/time for resolution',
+        },
+        firstResponseAt: {
+            type: 'datetime',
+            optional: true,
+            description: 'When the first response was sent',
+        },
+        resolvedAt: {
+            type: 'datetime',
+            optional: true,
+            description: 'When the ticket was resolved',
+        },
+        closedAt: {
+            type: 'datetime',
+            optional: true,
+            description: 'When the ticket was closed',
+        },
+        // Metrics
+        responseTime: {
+            type: 'number',
+            optional: true,
+            description: 'Time to first response in minutes',
+        },
+        resolutionTime: {
+            type: 'number',
+            optional: true,
+            description: 'Time to resolution in minutes',
+        },
+        // Additional
+        customFields: {
+            type: 'json',
+            optional: true,
+            description: 'Custom field values specific to organization',
+        },
+        isPublic: {
+            type: 'boolean',
+            optional: true,
+            description: 'Whether the ticket is publicly visible',
+        },
+        satisfaction: {
+            type: 'string',
+            optional: true,
+            description: 'Customer satisfaction rating: good, bad',
+            examples: ['good', 'bad'],
+        },
+    },
+    relationships: {
+        requester: {
+            type: 'Contact',
+            description: 'The customer who submitted the ticket',
+        },
+        assignee: {
+            type: 'Contact',
+            required: false,
+            description: 'The support agent assigned to the ticket',
+        },
+        comments: {
+            type: 'TicketComment[]',
+            backref: 'ticket',
+            description: 'Comments and replies on this ticket',
+        },
+        attachments: {
+            type: 'Attachment[]',
+            description: 'Files attached to the ticket',
+        },
+        relatedTickets: {
+            type: 'SupportTicket[]',
+            description: 'Related or linked tickets',
+        },
+        satisfactionRating: {
+            type: 'SatisfactionRating',
+            required: false,
+            backref: 'ticket',
+            description: 'Customer satisfaction rating for this ticket',
+        },
+    },
+    actions: [
+        'create',
+        'update',
+        'assign',
+        'reassign',
+        'escalate',
+        'merge',
+        'split',
+        'reply',
+        'addComment',
+        'addAttachment',
+        'setPriority',
+        'setStatus',
+        'addTags',
+        'removeTags',
+        'markSpam',
+        'delete',
+        'close',
+        'reopen',
+        'requestFeedback',
+    ],
+    events: [
+        'created',
+        'updated',
+        'assigned',
+        'reassigned',
+        'escalated',
+        'merged',
+        'split',
+        'replied',
+        'commented',
+        'priorityChanged',
+        'statusChanged',
+        'tagged',
+        'markedSpam',
+        'deleted',
+        'closed',
+        'reopened',
+        'rated',
+        'solved',
+    ],
+};
+/**
+ * Ticket comment entity
+ *
+ * Represents a comment or reply on a support ticket
+ */
+export const TicketComment = {
+    singular: 'ticket comment',
+    plural: 'ticket comments',
+    description: 'A comment or reply on a support ticket',
+    properties: {
+        // Content
+        body: {
+            type: 'string',
+            description: 'Comment text content',
+        },
+        html: {
+            type: 'string',
+            optional: true,
+            description: 'HTML formatted content',
+        },
+        plainText: {
+            type: 'string',
+            optional: true,
+            description: 'Plain text version of the comment',
+        },
+        // Visibility
+        isPublic: {
+            type: 'boolean',
+            description: 'Whether the comment is visible to the customer (vs internal note)',
+        },
+        // Author
+        authorId: {
+            type: 'string',
+            description: 'ID of the person who wrote the comment',
+        },
+        authorType: {
+            type: 'string',
+            description: 'Type of author: agent, customer, system',
+            examples: ['agent', 'customer', 'system'],
+        },
+        // Channel
+        channel: {
+            type: 'string',
+            optional: true,
+            description: 'How the comment was created: web, email, chat, api',
+            examples: ['web', 'email', 'chat', 'api'],
+        },
+        // Email specific
+        from: {
+            type: 'string',
+            optional: true,
+            description: 'Sender email address if from email',
+        },
+        to: {
+            type: 'string',
+            array: true,
+            optional: true,
+            description: 'Recipient email addresses if via email',
+        },
+        cc: {
+            type: 'string',
+            array: true,
+            optional: true,
+            description: 'CC email addresses',
+        },
+        // Metadata
+        edited: {
+            type: 'boolean',
+            optional: true,
+            description: 'Whether the comment was edited',
+        },
+        editedAt: {
+            type: 'datetime',
+            optional: true,
+            description: 'When the comment was last edited',
+        },
+    },
+    relationships: {
+        ticket: {
+            type: 'SupportTicket',
+            backref: 'comments',
+            description: 'The ticket this comment belongs to',
+        },
+        author: {
+            type: 'Contact',
+            description: 'Who wrote the comment',
+        },
+        attachments: {
+            type: 'Attachment[]',
+            description: 'Files attached to this comment',
+        },
+    },
+    actions: [
+        'create',
+        'edit',
+        'delete',
+        'makePublic',
+        'makePrivate',
+        'addAttachment',
+        'removeAttachment',
+    ],
+    events: [
+        'created',
+        'edited',
+        'deleted',
+        'madePublic',
+        'madePrivate',
+        'attachmentAdded',
+        'attachmentRemoved',
+    ],
+};
+// =============================================================================
+// Live Chat Conversation
+// =============================================================================
+/**
+ * Live chat conversation entity
+ *
+ * Represents a real-time chat conversation between customer and support (Intercom, Zendesk Chat style)
+ */
+export const Conversation = {
+    singular: 'conversation',
+    plural: 'conversations',
+    description: 'A live chat conversation between customer and support',
+    properties: {
+        // Status
+        status: {
+            type: 'string',
+            description: 'Conversation status: open, active, pending, closed, snoozed',
+            examples: ['open', 'active', 'pending', 'closed', 'snoozed'],
+        },
+        state: {
+            type: 'string',
+            optional: true,
+            description: 'Conversation state: waiting, assigned, resolved',
+            examples: ['waiting', 'assigned', 'resolved'],
+        },
+        // Participants
+        customerId: {
+            type: 'string',
+            description: 'ID of the customer in the conversation',
+        },
+        assigneeId: {
+            type: 'string',
+            optional: true,
+            description: 'ID of the assigned agent',
+        },
+        // Channel & Source
+        channel: {
+            type: 'string',
+            description: 'Channel type: web, mobile, email, facebook, twitter, etc.',
+            examples: ['web', 'mobile', 'email', 'facebook', 'twitter', 'whatsapp'],
+        },
+        source: {
+            type: 'json',
+            optional: true,
+            description: 'Source information (URL, device, etc.)',
+        },
+        // Classification
+        tags: {
+            type: 'string',
+            array: true,
+            optional: true,
+            description: 'Tags for categorization',
+        },
+        priority: {
+            type: 'number',
+            optional: true,
+            description: 'Priority score or level',
+        },
+        // Metrics
+        messageCount: {
+            type: 'number',
+            optional: true,
+            description: 'Total number of messages',
+        },
+        responseTime: {
+            type: 'number',
+            optional: true,
+            description: 'Average response time in seconds',
+        },
+        waitingTime: {
+            type: 'number',
+            optional: true,
+            description: 'Total time customer waited in seconds',
+        },
+        // Timing
+        startedAt: {
+            type: 'datetime',
+            description: 'When the conversation started',
+        },
+        lastMessageAt: {
+            type: 'datetime',
+            optional: true,
+            description: 'When the last message was sent',
+        },
+        closedAt: {
+            type: 'datetime',
+            optional: true,
+            description: 'When the conversation was closed',
+        },
+        snoozedUntil: {
+            type: 'datetime',
+            optional: true,
+            description: 'When a snoozed conversation should reopen',
+        },
+        // Customer context
+        customerContext: {
+            type: 'json',
+            optional: true,
+            description: 'Customer context data (location, device, page visited, etc.)',
+        },
+        // Rating
+        rated: {
+            type: 'boolean',
+            optional: true,
+            description: 'Whether the customer rated the conversation',
+        },
+    },
+    relationships: {
+        customer: {
+            type: 'Contact',
+            description: 'The customer in the conversation',
+        },
+        assignee: {
+            type: 'Contact',
+            required: false,
+            description: 'The assigned support agent',
+        },
+        messages: {
+            type: 'ConversationMessage[]',
+            backref: 'conversation',
+            description: 'Messages in this conversation',
+        },
+        ticket: {
+            type: 'SupportTicket',
+            required: false,
+            description: 'Support ticket created from this conversation',
+        },
+        satisfactionRating: {
+            type: 'SatisfactionRating',
+            required: false,
+            backref: 'conversation',
+            description: 'Customer satisfaction rating for this conversation',
+        },
+    },
+    actions: [
+        'start',
+        'reply',
+        'assign',
+        'reassign',
+        'transfer',
+        'close',
+        'reopen',
+        'snooze',
+        'unsnooze',
+        'addTags',
+        'removeTags',
+        'addNote',
+        'markSpam',
+        'createTicket',
+        'requestRating',
+    ],
+    events: [
+        'started',
+        'messageSent',
+        'messageReceived',
+        'assigned',
+        'reassigned',
+        'transferred',
+        'closed',
+        'reopened',
+        'snoozed',
+        'unsnoozed',
+        'tagged',
+        'noteAdded',
+        'markedSpam',
+        'ticketCreated',
+        'rated',
+    ],
+};
+/**
+ * Conversation message entity
+ *
+ * Represents a single message in a live chat conversation
+ */
+export const ConversationMessage = {
+    singular: 'conversation message',
+    plural: 'conversation messages',
+    description: 'A single message in a live chat conversation',
+    properties: {
+        // Content
+        body: {
+            type: 'string',
+            description: 'Message text content',
+        },
+        html: {
+            type: 'string',
+            optional: true,
+            description: 'HTML formatted content',
+        },
+        // Type
+        messageType: {
+            type: 'string',
+            description: 'Message type: text, note, assignment, system',
+            examples: ['text', 'note', 'assignment', 'system'],
+        },
+        // Author
+        senderId: {
+            type: 'string',
+            description: 'ID of the person who sent the message',
+        },
+        senderType: {
+            type: 'string',
+            description: 'Type of sender: customer, agent, bot, system',
+            examples: ['customer', 'agent', 'bot', 'system'],
+        },
+        // Delivery
+        deliveredAt: {
+            type: 'datetime',
+            optional: true,
+            description: 'When the message was delivered',
+        },
+        readAt: {
+            type: 'datetime',
+            optional: true,
+            description: 'When the message was read',
+        },
+        // Metadata
+        metadata: {
+            type: 'json',
+            optional: true,
+            description: 'Additional message metadata',
+        },
+    },
+    relationships: {
+        conversation: {
+            type: 'Conversation',
+            backref: 'messages',
+            description: 'The conversation this message belongs to',
+        },
+        sender: {
+            type: 'Contact',
+            description: 'Who sent the message',
+        },
+        attachments: {
+            type: 'Attachment[]',
+            description: 'Files attached to this message',
+        },
+    },
+    actions: [
+        'send',
+        'edit',
+        'delete',
+        'markRead',
+        'addAttachment',
+        'react',
+    ],
+    events: [
+        'sent',
+        'delivered',
+        'read',
+        'edited',
+        'deleted',
+        'attachmentAdded',
+        'reacted',
+    ],
+};
+// =============================================================================
+// Help Center / Knowledge Base
+// =============================================================================
+/**
+ * Help article entity
+ *
+ * Represents a help center or knowledge base article
+ */
+export const HelpArticle = {
+    singular: 'help article',
+    plural: 'help articles',
+    description: 'A help center or knowledge base article',
+    properties: {
+        // Content
+        title: {
+            type: 'string',
+            description: 'Article title',
+        },
+        body: {
+            type: 'markdown',
+            description: 'Article content in markdown',
+        },
+        html: {
+            type: 'string',
+            optional: true,
+            description: 'Article content in HTML',
+        },
+        description: {
+            type: 'string',
+            optional: true,
+            description: 'Brief description or excerpt',
+        },
+        // Organization
+        slug: {
+            type: 'string',
+            optional: true,
+            description: 'URL-friendly slug',
+        },
+        categoryId: {
+            type: 'string',
+            optional: true,
+            description: 'ID of the category this article belongs to',
+        },
+        position: {
+            type: 'number',
+            optional: true,
+            description: 'Display order within category',
+        },
+        // Visibility
+        status: {
+            type: 'string',
+            description: 'Article status: draft, published, archived',
+            examples: ['draft', 'published', 'archived'],
+        },
+        visibility: {
+            type: 'string',
+            optional: true,
+            description: 'Who can see: public, internal, restricted',
+            examples: ['public', 'internal', 'restricted'],
+        },
+        // Author & Attribution
+        authorId: {
+            type: 'string',
+            optional: true,
+            description: 'ID of the article author',
+        },
+        lastUpdatedBy: {
+            type: 'string',
+            optional: true,
+            description: 'ID of the last person to update the article',
+        },
+        // Engagement
+        viewCount: {
+            type: 'number',
+            optional: true,
+            description: 'Number of times article has been viewed',
+        },
+        upvoteCount: {
+            type: 'number',
+            optional: true,
+            description: 'Number of positive votes',
+        },
+        downvoteCount: {
+            type: 'number',
+            optional: true,
+            description: 'Number of negative votes',
+        },
+        helpfulCount: {
+            type: 'number',
+            optional: true,
+            description: 'Number of "helpful" votes',
+        },
+        // SEO
+        metaTitle: {
+            type: 'string',
+            optional: true,
+            description: 'SEO meta title',
+        },
+        metaDescription: {
+            type: 'string',
+            optional: true,
+            description: 'SEO meta description',
+        },
+        keywords: {
+            type: 'string',
+            array: true,
+            optional: true,
+            description: 'Keywords for search',
+        },
+        // Timing
+        publishedAt: {
+            type: 'datetime',
+            optional: true,
+            description: 'When the article was published',
+        },
+        lastUpdatedAt: {
+            type: 'datetime',
+            optional: true,
+            description: 'When the article was last updated',
+        },
+        // Localization
+        locale: {
+            type: 'string',
+            optional: true,
+            description: 'Language/locale code',
+        },
+    },
+    relationships: {
+        category: {
+            type: 'HelpCategory',
+            required: false,
+            backref: 'articles',
+            description: 'Category this article belongs to',
+        },
+        author: {
+            type: 'Contact',
+            required: false,
+            description: 'Article author',
+        },
+        relatedArticles: {
+            type: 'HelpArticle[]',
+            description: 'Related or suggested articles',
+        },
+        attachments: {
+            type: 'Attachment[]',
+            description: 'Images and files in the article',
+        },
+    },
+    actions: [
+        'create',
+        'edit',
+        'publish',
+        'unpublish',
+        'archive',
+        'delete',
+        'move',
+        'duplicate',
+        'translate',
+        'upvote',
+        'downvote',
+        'markHelpful',
+        'markNotHelpful',
+        'view',
+        'search',
+    ],
+    events: [
+        'created',
+        'edited',
+        'published',
+        'unpublished',
+        'archived',
+        'deleted',
+        'moved',
+        'duplicated',
+        'translated',
+        'viewed',
+        'upvoted',
+        'downvoted',
+        'markedHelpful',
+        'markedNotHelpful',
+    ],
+};
+/**
+ * Help category entity
+ *
+ * Represents a category for organizing help articles
+ */
+export const HelpCategory = {
+    singular: 'help category',
+    plural: 'help categories',
+    description: 'A category for organizing help articles',
+    properties: {
+        // Identity
+        name: {
+            type: 'string',
+            description: 'Category name',
+        },
+        description: {
+            type: 'string',
+            optional: true,
+            description: 'Category description',
+        },
+        slug: {
+            type: 'string',
+            optional: true,
+            description: 'URL-friendly slug',
+        },
+        // Organization
+        parentId: {
+            type: 'string',
+            optional: true,
+            description: 'ID of parent category for nested structure',
+        },
+        position: {
+            type: 'number',
+            optional: true,
+            description: 'Display order',
+        },
+        // Display
+        icon: {
+            type: 'string',
+            optional: true,
+            description: 'Icon name or emoji',
+        },
+        color: {
+            type: 'string',
+            optional: true,
+            description: 'Display color (hex code)',
+        },
+        // Visibility
+        visibility: {
+            type: 'string',
+            optional: true,
+            description: 'Who can see: public, internal, restricted',
+            examples: ['public', 'internal', 'restricted'],
+        },
+        // Metrics
+        articleCount: {
+            type: 'number',
+            optional: true,
+            description: 'Number of articles in this category',
+        },
+        // Localization
+        locale: {
+            type: 'string',
+            optional: true,
+            description: 'Language/locale code',
+        },
+    },
+    relationships: {
+        parent: {
+            type: 'HelpCategory',
+            required: false,
+            description: 'Parent category for nested structure',
+        },
+        subcategories: {
+            type: 'HelpCategory[]',
+            description: 'Child categories',
+        },
+        articles: {
+            type: 'HelpArticle[]',
+            backref: 'category',
+            description: 'Articles in this category',
+        },
+    },
+    actions: [
+        'create',
+        'edit',
+        'delete',
+        'move',
+        'reorder',
+        'addArticle',
+        'removeArticle',
+    ],
+    events: [
+        'created',
+        'edited',
+        'deleted',
+        'moved',
+        'reordered',
+        'articleAdded',
+        'articleRemoved',
+    ],
+};
+/**
+ * FAQ entity
+ *
+ * Represents a frequently asked question with answer
+ */
+export const FAQ = {
+    singular: 'FAQ',
+    plural: 'FAQs',
+    description: 'A frequently asked question with answer',
+    properties: {
+        // Content
+        question: {
+            type: 'string',
+            description: 'The question text',
+        },
+        answer: {
+            type: 'string',
+            description: 'The answer text',
+        },
+        answerHtml: {
+            type: 'string',
+            optional: true,
+            description: 'HTML formatted answer',
+        },
+        // Organization
+        categoryId: {
+            type: 'string',
+            optional: true,
+            description: 'Category or topic ID',
+        },
+        position: {
+            type: 'number',
+            optional: true,
+            description: 'Display order',
+        },
+        tags: {
+            type: 'string',
+            array: true,
+            optional: true,
+            description: 'Tags for categorization',
+        },
+        // Visibility
+        status: {
+            type: 'string',
+            description: 'Status: draft, published, archived',
+            examples: ['draft', 'published', 'archived'],
+        },
+        visibility: {
+            type: 'string',
+            optional: true,
+            description: 'Who can see: public, internal',
+            examples: ['public', 'internal'],
+        },
+        // Engagement
+        viewCount: {
+            type: 'number',
+            optional: true,
+            description: 'Number of views',
+        },
+        helpfulCount: {
+            type: 'number',
+            optional: true,
+            description: 'Number of "helpful" votes',
+        },
+        notHelpfulCount: {
+            type: 'number',
+            optional: true,
+            description: 'Number of "not helpful" votes',
+        },
+        // Timing
+        publishedAt: {
+            type: 'datetime',
+            optional: true,
+            description: 'When published',
+        },
+        // Localization
+        locale: {
+            type: 'string',
+            optional: true,
+            description: 'Language/locale code',
+        },
+    },
+    relationships: {
+        category: {
+            type: 'HelpCategory',
+            required: false,
+            description: 'Category this FAQ belongs to',
+        },
+        relatedArticles: {
+            type: 'HelpArticle[]',
+            description: 'Related help articles',
+        },
+    },
+    actions: [
+        'create',
+        'edit',
+        'publish',
+        'unpublish',
+        'archive',
+        'delete',
+        'reorder',
+        'markHelpful',
+        'markNotHelpful',
+        'view',
+    ],
+    events: [
+        'created',
+        'edited',
+        'published',
+        'unpublished',
+        'archived',
+        'deleted',
+        'reordered',
+        'viewed',
+        'markedHelpful',
+        'markedNotHelpful',
+    ],
+};
+// =============================================================================
+// Customer Feedback
+// =============================================================================
+/**
+ * Satisfaction rating entity
+ *
+ * Represents a CSAT/NPS rating from a customer
+ */
+export const SatisfactionRating = {
+    singular: 'satisfaction rating',
+    plural: 'satisfaction ratings',
+    description: 'A customer satisfaction (CSAT) or NPS rating',
+    properties: {
+        // Rating
+        score: {
+            type: 'number',
+            description: 'Rating score (e.g., 1-5 for CSAT, 0-10 for NPS)',
+        },
+        ratingType: {
+            type: 'string',
+            description: 'Type of rating: csat, nps, ces, custom',
+            examples: ['csat', 'nps', 'ces', 'custom'],
+        },
+        sentiment: {
+            type: 'string',
+            optional: true,
+            description: 'Calculated sentiment: positive, neutral, negative, promoter, passive, detractor',
+            examples: ['positive', 'neutral', 'negative', 'promoter', 'passive', 'detractor'],
+        },
+        // Feedback
+        comment: {
+            type: 'string',
+            optional: true,
+            description: 'Optional text feedback from customer',
+        },
+        reason: {
+            type: 'string',
+            optional: true,
+            description: 'Reason for the rating (category)',
+        },
+        // Context
+        customerId: {
+            type: 'string',
+            description: 'ID of the customer who provided the rating',
+        },
+        agentId: {
+            type: 'string',
+            optional: true,
+            description: 'ID of the agent who was rated',
+        },
+        // Association
+        ticketId: {
+            type: 'string',
+            optional: true,
+            description: 'ID of the ticket being rated',
+        },
+        conversationId: {
+            type: 'string',
+            optional: true,
+            description: 'ID of the conversation being rated',
+        },
+        // Source
+        channel: {
+            type: 'string',
+            optional: true,
+            description: 'How the rating was collected: email, web, in-app, sms',
+            examples: ['email', 'web', 'in-app', 'sms'],
+        },
+        // Timing
+        requestedAt: {
+            type: 'datetime',
+            optional: true,
+            description: 'When the rating was requested',
+        },
+        respondedAt: {
+            type: 'datetime',
+            description: 'When the customer responded',
+        },
+        // Status
+        reviewed: {
+            type: 'boolean',
+            optional: true,
+            description: 'Whether the rating has been reviewed by staff',
+        },
+        reviewedAt: {
+            type: 'datetime',
+            optional: true,
+            description: 'When the rating was reviewed',
+        },
+        reviewedBy: {
+            type: 'string',
+            optional: true,
+            description: 'ID of the person who reviewed the rating',
+        },
+        // Follow-up
+        followedUp: {
+            type: 'boolean',
+            optional: true,
+            description: 'Whether follow-up action was taken',
+        },
+        followUpNote: {
+            type: 'string',
+            optional: true,
+            description: 'Notes about follow-up action',
+        },
+    },
+    relationships: {
+        customer: {
+            type: 'Contact',
+            description: 'The customer who provided the rating',
+        },
+        agent: {
+            type: 'Contact',
+            required: false,
+            description: 'The agent who was rated',
+        },
+        ticket: {
+            type: 'SupportTicket',
+            required: false,
+            backref: 'satisfactionRating',
+            description: 'The ticket being rated',
+        },
+        conversation: {
+            type: 'Conversation',
+            required: false,
+            backref: 'satisfactionRating',
+            description: 'The conversation being rated',
+        },
+    },
+    actions: [
+        'submit',
+        'update',
+        'review',
+        'followUp',
+        'dismiss',
+        'export',
+        'analyze',
+    ],
+    events: [
+        'submitted',
+        'updated',
+        'reviewed',
+        'followedUp',
+        'dismissed',
+        'exported',
+    ],
+};
+// =============================================================================
+// Export all entities as a schema
+// =============================================================================
+/**
+ * All support/helpdesk entity types
+ */
+export const SupportEntities = {
+    // Support Tickets
+    SupportTicket,
+    TicketComment,
+    // Live Chat
+    Conversation,
+    ConversationMessage,
+    // Help Center
+    HelpArticle,
+    HelpCategory,
+    FAQ,
+    // Feedback
+    SatisfactionRating,
+};
+/**
+ * Entity categories for organization
+ */
+export const SupportCategories = {
+    tickets: ['SupportTicket', 'TicketComment'],
+    liveChat: ['Conversation', 'ConversationMessage'],
+    helpCenter: ['HelpArticle', 'HelpCategory', 'FAQ'],
+    feedback: ['SatisfactionRating'],
+};
+//# sourceMappingURL=support.js.map